Shipping policy

As we are an online e-commerce business, all orders are shipped from our fulfillment area in Toronto, Canada directly to customers at a provided address, or to a pickup point available through our shipping partners. As such, there are several important things to be aware of before you place your order.

Responsibilities for parties involved

Keyspresso is responsible for your order up until it is handed to a delivery service. Once the order is in the hands of the delivery service, they are responsible for your order.

If you are using a third party as an intermediary between us and your final destination, the above still applies. The delivery service is responsible up until they hand off the package to your intermediary. Keyspresso has no responsibility at this point.

Please note we do not have special ways of locating your package down the delivery service's chain. You will have to contact the shipping provider with concerns about your package. 

Shipping Partners and Services

We use Canada Post and Chit Chats. Here are their contact pages:

  • https://www.canadapost-postescanada.ca/cpc/en/support/kb/company-policies/feedback-comments/how-to-contact-us-online-or-by-phone
  • https://chitchats.com/contact

For domestic (Canada) customers, services through Canada Post will be delivered to your provided address. Chit Chats pickup service is offered at locations near your provided address.

Service standards will vary depending on each service offered. Please note that service estimates depend on when packages have been handed off. Our handling times are not included.

Domestic Canadian Services

Tracking is offered on all Canada Post and Chit Chats domestic (within Canada) services with the exception of Lettermail or Letter Post service. We explicitly make this known by calling the service Untracked and Uninsured. This means your orders delivered using this method cannot be traced at all, and you cannot claim insurance on your package.

US Services

 

  • Tracked Parcel US (Insurance up to $100 CAD) - provided by Chit Chats
  • Canada Post Tracked Packet USA (Insurance up to $100 CAD)

Both services will hand off packages to USPS for the remainder of the shipping journey.

International Services

We use Canada Post to process international shipments (outside of Canada and the US). Canada Post will handle your parcel as it move through Canada and it will be handed off to your country's national postal service (USPS, Royal Mail, etc.) once it reaches the destination country.

Please read the following page from Canada Post's website to understand the shipping options presented to you: Canada Post - International Shipping Services

Tracking and insurance (up to $100 CAD) are available only on the following services from Canada Post:

If you purchase any other service, you will not receive tracking or be eligible for insurance. There is nothing we can do to prevent you from being able to purchase these services. Although these services do not provide the security of tracking or insurance, we have never had a problem with orders being delivered with these methods. However, we still recommend that you select one of the shipping methods above for peace of mind and additional support.

 

 

Insurance and Lost Packages

Tracking and Delivery

Please note we do not have special ways of locating your package down the delivery service's chain. You will have to contact the shipping provider with concerns about your package. 

If you have placed an order with a tracked delivery option, you will be notified of your tracking number through e-mail. Please note that there may be a delay before tracking numbers have been scanned in by your courier.

If you do not have a tracking number, the service you selected does not provide it (untracked services). Please review the section above for information on our partners and their services.

Help! My tracked package hasn't arrived!

Scenarios:

  • Your tracking says your order was delivered, but you have not received it
  • Your tracking status has not changed for over one week
  • Your tracking status says something unexpected

    We advise that you contact the courier regarding the status of your package so that they can begin to investigate the issue. Vendors have the same level of access to tracking as customers (we are all customers to the shipping companies after all). We don't have a special way of finding anything out.

    In some cases, the recipient address causes issues. We recommend that you use the address provided through Canada Post or USPS's address lookup tools to avoid possible delays due to address issues.

    We will evaluate your situation on a case by case basis. Please note that generally the responsibility of a vendor ends when the package has been handed off to the postal service. We will try our best to help but know that the liability ends there and there's a serious chance that there may be nothing we can do.

    Insurance Claims

    If there is a case opened regarding your package, we will work with you to replace the lost order while we work with the courier service for insurance.

    Route Insurance

    Route Insurance is an optional additional purchase you can make upon placing your order to cover risks associated with shipping and delivery. For more information on the coverage Route provides, please visit their website here.

    Please note: Route insurance does not apply to the following cases. If you order is one of the following below, please remove Route from your cart prior to checking out!

    • Group Buys: Route will not honour claims for Group Buys and preorders due to the time gap between when it is purchased, and when these orders are shipped out.
    • Untracked shipping services: This includes Lettermail (within Canada) and international parcels using services that do not include tracking. Please read further below if you are shopping internationally for advice on which shipping service you should select.

    If you purchase any other service, you will not receive tracking or be eligible for insurance. There is nothing we can do to prevent you from being able to purchase these services. Although these services do not provide the security of tracking or insurance, we have never had a problem with orders being delivered with these methods. However, we still recommend that you select one of the shipping methods above for peace of mind and additional support.

     

    Deprecated Services

    Local Delivery

    Local Delivery was offered as a more affordable shipping option for our local customers. Unfortunately, it was a lot of work for us to personally do, and it was confusing for new customers.

    We no longer offer this service. Now, we offer Lettermail as an affordable alternative to tracked shipping for small orders.