Shipping Policy
At Alpacan, one of our main goals is to focus on high quality & secure shipping options - so our customers can sit back, worry-free, until they enjoy our products at home with their loved ones.
HOW LONG DOES DELIVERY TAKE?
Delivery time consists of two major components:
1) Processing time (3-5 business days):
- Order confirmation
- Adjustments
- Quality control
- Packaging
2) Shipping time (depending on destination 7-15 working days):
Delivery time is calculated from pickup at our international shipping center to the desired destination and may vary accordingly depending on the delivery destination.
Total expected delivery time (estimate):
Australia 7 - 15 Working Days* (standard shipping).
- All delivery times above do not include customs and related delays. Delays may occur during periods of increased demand, such as Christmas, Black Friday or similar special offers.
WHAT DOES SHIPPING COST
As a special service, we currently offer our customers free standard shipping worldwide.
WHERE IS MY PARCEL?
After the package is packed, it will be handed over to our shipping company and you will receive a tracking email.
For logistical reasons and to optimize the delivery time, the order may be sent in several partial deliveries.
When your order is delivered, you can enjoy it! Of course, something can always go wrong. Want to exchange or return? Check this page.
Defective product?
How annoying! Unfortunately it can happen that your product is damaged during transport. For this we deliver the first time always free of charge and new package and unfortunately we can not provide a refund. Does it arrive defective the second time? Then we will refund your full purchase price.
Lost parcel?
In case a parcel is lost or not delivered due to a logistic reason, we will always send and new parcel before proceeding to our
Delays and force majeure
In case of delivery delays or unexpected events beyond our control (such as strikes, natural disasters or transportation problems), we will do our best to keep you informed and deliver your order as soon as possible.
Changes in Shipping Policy.
Alpacan Ottawa reserves the right to change this shipping policy at any time. Any changes will be posted on our website.
Refund and Return Policy.
Import Duties In some cases of our packages, customs and inspection will vitally affect the package being delivered to you. Unfortunately, that legislation has been changed as of July 1, 2021 and unfortunately we have no control over it. It may be possible in some cases that customs will claim a small amount of import duty. However, no worries we see that in 99% of the
cases this will not happen. Are customs fees still charged? Please contact us.
Delivery when not at home or at the post office
If a package is delivered to your doorstep or dropped off at a post office, Alpacan has incurred the cost of delivering the package. In case the parcel is not accepted or not collected from the post office it will automatically be returned to the supplier and we are entitled to deduct $14,95 CAD from the amount you will receive back.
to withhold. For other questions you can always contact us.
WHY IS TRACKING MY PACKAGE NOT WORKING?
In some cases, the shipping company needs 1-3 business days to update the location of the package. We ask for your understanding and patience in these cases.
If you have any other questions (about shipping, ordering, etc.), please feel free to send us a message under the menu heading "Contact Us" and we'll reply as soon as possible! Or Mail: info@alpacan-ottawa.com
Contact details:
Trade name: Alpacan Ottawa
Email: info@alpacan-ottawa.com