Shipping & Delivery Policy
At Paul & Angela Toronto, we do our best to process, ship, and deliver every order as smoothly and carefully as possible. This Shipping & Delivery Policy explains how order processing, shipping times, tracking, customs, and delivery responsibility are handled.
If you have any questions about your order or delivery, please contact us at:
1. Order Processing Time
After your order has been placed and payment has been successfully received, your order will be processed by our team or fulfilment partners.
Our usual processing time is:
1 to 3 business days
Business days do not include weekends, public holidays, or major seasonal peak periods.
During busy periods, such as holidays, sale events, or high-volume seasons, processing may take slightly longer. We always aim to prepare your order as quickly and carefully as possible.
2. Shipping Time
After your order has been processed and dispatched, delivery time may vary depending on your location, the selected shipping method, the carrier, customs handling, and external delivery conditions.
Our usual estimated shipping time after dispatch is:
7 to 15 business days
In some cases, delivery may be faster. In other cases, delivery may take longer due to carrier delays, customs procedures, weather conditions, incorrect address details, holidays, or other circumstances outside our control.
Please note that estimated delivery times are not guaranteed delivery dates.
3. Shipping Method and Fulfilment
To reduce unnecessary overstock, storage waste, and excess handling, Paul & Angela Toronto may ship certain products directly from our trusted suppliers or fulfilment partners.
Some orders may be shipped from international fulfilment locations, including suppliers located in China or other regions.
This allows us to offer a broader product selection while keeping our fulfilment process efficient.
Depending on your location and the carrier used, your order may be delivered by local or international shipping partners. The final delivery carrier may vary by order, destination, and availability.
4. Shipping Costs
Shipping costs are shown at checkout before you complete your order.
The final shipping cost may depend on:
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Your delivery location
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Product weight
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Product size
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Shipping method
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Current shipping rates
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Any active promotions or free shipping offers
If free shipping is offered, this will be clearly shown at checkout or on the relevant offer page.
5. Customs, Duties, and Import Fees
Because some orders may be shipped from international suppliers or fulfilment partners, customs duties, taxes, import fees, or local handling charges may apply depending on your country or region.
Unless clearly stated otherwise at checkout, these costs are the responsibility of the customer.
Paul & Angela Toronto is not responsible for customs delays, import inspections, duties, taxes, or carrier handling fees charged by local authorities or delivery companies.
If customs or import fees apply, they must be paid by the customer before or upon delivery, depending on the carrier’s process.
6. Tracking Your Order
Once your order has been dispatched, you will receive a shipping confirmation email with tracking information, where available.
Please note that tracking information may take a few business days to update after your order has been dispatched. This is normal, especially for international shipments.
Customers are responsible for monitoring their tracking information and checking whether the package is:
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Out for delivery
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Delayed in transit
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Waiting at a pickup point
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Held by customs
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Marked as delivered
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Awaiting additional action from the customer or carrier
If your tracking shows that your package is available for pickup, it is the customer’s responsibility to collect it within the carrier’s required timeframe.
7. Delivery Delays
We do our best to make sure orders arrive within the estimated delivery window. However, delays can sometimes happen and may be outside our control.
Possible causes of delay include:
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High order volume
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Public holidays
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Weather disruptions
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Customs checks
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Carrier delays
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International transit delays
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Incorrect or incomplete shipping details
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Local delivery restrictions
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Missed delivery attempts
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Pickup point delays
If your order is taking longer than expected, please contact us first at:
Our team will review the tracking information and help you understand the next steps where possible.
8. Customer Responsibility for Tracking
After your order has been shipped, it is important to follow your tracking updates.
The customer is responsible for checking:
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Whether the package is being delivered to the address provided
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Whether the carrier attempted delivery
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Whether the package has been redirected to a pickup location
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Whether customs or the carrier requires additional action
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Whether the package has been marked as delivered
If a package is not collected from a pickup point on time and is returned, delayed, destroyed, or lost by the carrier, Paul & Angela Toronto may not be responsible for refunding or replacing the order.
Please contact us as soon as possible if you notice anything unusual in your tracking updates.
9. Address Accuracy
The customer is responsible for entering the correct shipping address at checkout.
Please check your details carefully before placing your order, including:
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Street name and house number
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Apartment, unit, or suite number
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City
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Province or state
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Postal code
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Country
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Phone number and email address
If you notice an address mistake, please contact us within 24 hours of placing your order at:
We will do our best to help, but we cannot guarantee that an address can be changed once the order has entered processing, fulfilment, or shipment.
Paul & Angela Toronto is not responsible for lost, delayed, returned, or undeliverable packages caused by incorrect or incomplete address information provided by the customer.
10. Delivered Packages
If tracking information shows that a package has been delivered to the address provided at checkout, the order will generally be considered delivered.
We are not responsible for packages that are lost, stolen, misplaced, damaged, or collected by another person after delivery has been confirmed by the carrier.
If your tracking shows delivered but you have not received your package, please:
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Check around your delivery location
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Ask household members, neighbours, building staff, or reception
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Contact the shipping carrier for delivery details
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Email us at info@PaulAngelatoronto.com so we can review the situation where possible
We will always try to assist, but carrier-confirmed delivery may limit the options available.
11. Failed Delivery Attempts
If the carrier cannot deliver your package due to an incorrect address, missed delivery attempt, unavailable recipient, unpaid customs fee, or failure to collect from a pickup point, the package may be delayed, returned, or disposed of by the carrier.
In these situations, Paul & Angela Toronto is not responsible for additional shipping costs, return costs, customs charges, or replacement costs unless otherwise required by applicable law.
If a package is returned to sender and can be recovered, we may offer a reshipment or partial refund at our discretion after reviewing the case.
12. Lost Packages
If your package appears to be lost in transit, please contact us at:
Include your order number and tracking number so we can review the situation.
A package is not considered lost simply because tracking has not updated for a few days. International tracking may sometimes pause while the package is in transit, customs, or carrier transfer.
If the package is confirmed lost by the carrier, we will review the case and work with you on a suitable solution, which may include a replacement, store credit, refund, or another reasonable outcome depending on the situation.
13. Damaged Packages
If your package arrives visibly damaged, please contact us within 14 days of delivery.
Please include:
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Your order number
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Photos of the damaged packaging
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Photos of the item
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A clear description of the issue
This helps us review the case properly with our fulfilment partner or carrier.
Please do not throw away the packaging until the issue has been reviewed.
14. Contact Us
For questions about shipping, tracking, delivery delays, customs, or order updates, please contact us:
Paul & Angela Toronto
Email: info@PaulAngelatoronto.com
We are happy to help and will always do our best to provide a clear update and practical solution.