Shipping Policy
At Emily & Rose, we aim to make the delivery process as clear and reliable as possible. This Shipping Policy explains how orders are processed, shipped and delivered.
Emily & Rose currently ships exclusively to addresses within Canada.
By placing an order through www.emilyenrose.com, you acknowledge that you have reviewed the estimated processing and delivery times described in this policy.
Delivery estimates are not guaranteed delivery dates. Nothing in this policy limits any mandatory rights available under applicable Canadian consumer protection laws.
1. Order Processing
Orders are normally processed within 1–3 business days after payment has been successfully received.
Business days are Monday through Friday, excluding Canadian public holidays.
Orders placed on weekends or public holidays will begin processing on the next business day.
During busy periods, promotional campaigns, product launches or public holidays, processing may take longer than usual.
Processing time is separate from shipping time. The estimated delivery period begins after your order has been dispatched.
2. Order Verification
Before dispatch, some orders may require additional verification for payment security, address accuracy or fraud prevention.
We may contact you to confirm information relating to your order. If we do not receive the required information, processing may be delayed or the order may be cancelled and refunded.
Emily & Rose reserves the right to cancel an order where:
- Payment cannot be verified.
- Fraudulent or unauthorized activity is suspected.
- The shipping address is incomplete or invalid.
- The ordered product is unavailable.
- An obvious pricing or inventory error has occurred.
Any approved cancellation will be refunded to the original payment method.
3. International Fulfilment
To provide our product range, orders may be processed and shipped directly by one of our international fulfilment partners.
Products may therefore be dispatched from a facility outside Canada, including facilities located in Asia.
This international fulfilment model allows products to be shipped directly to the customer without first passing through a Canadian warehouse.
By placing an order, you acknowledge that your parcel may originate internationally and may require additional transit or customs processing time.
4. Estimated Delivery Time
After dispatch, standard delivery within Canada generally takes approximately:
7–20 business days
This delivery estimate does not include the 1–3 business-day processing period.
Estimated total time from ordering to delivery is therefore generally:
8–23 business days
Delivery times may vary based on:
- The delivery province or territory.
- The fulfilment location.
- Carrier capacity.
- Customs processing.
- Seasonal demand.
- Weather conditions.
- Public holidays.
- Remote or rural delivery locations.
- Other events outside our reasonable control.
Orders to remote areas, northern regions or Canadian territories may require additional time.
5. Delivery Estimates Are Not Guarantees
All delivery periods displayed on our website are reasonable estimates rather than guaranteed arrival dates, unless we expressly state otherwise in writing.
A package arriving later than the estimated delivery range does not automatically mean that it is lost or qualify for an immediate refund while it remains in transit.
Where a shipment is delayed, we may first contact the carrier or fulfilment partner and allow a reasonable period for the investigation to be completed.
Applicable statutory rights remain unaffected. For example, Ontario provides cancellation rights in certain circumstances when goods are not delivered within 30 days after the agreed delivery date.
6. Shipping Fees
Emily & Rose currently offers complimentary standard shipping on all Canadian orders, with no minimum purchase requirement.
Any optional expedited shipping services or additional delivery services, where offered, will be displayed separately during checkout.
Complimentary shipping does not include:
- Return shipping costs.
- Reshipping caused by incorrect customer information.
- Optional express services.
- Customs charges or other costs described in this policy.
7. Tracking Information
Once your order has been dispatched, you will normally receive a shipping confirmation email containing a tracking number or tracking link.
Please allow 2–7 business days after dispatch for tracking information to become active or show its first movement.
International tracking may not update at every stage of transit. It is normal for tracking to remain unchanged while a parcel:
- Travels between international facilities.
- Awaits customs processing.
- Is transferred between carriers.
- Is handed to a local Canadian delivery partner.
A temporary lack of tracking updates does not necessarily mean that the parcel is lost.
8. Multiple Packages
Products from the same order may be stored at different fulfilment facilities.
As a result:
- An order may be shipped in more than one package.
- Packages may arrive on different dates.
- Each package may have its own tracking number.
- Receiving only part of an order does not mean the remaining items are missing.
No additional shipping fee will be charged solely because an order is divided into multiple packages.
9. Shipping Address
Customers are responsible for entering a complete and accurate shipping address during checkout.
Please carefully verify:
- Recipient name.
- Street name and house number.
- Apartment, suite or unit number.
- City.
- Province or territory.
- Postal code.
- Telephone number and email address.
Emily & Rose is not responsible for delivery problems caused by incorrect, incomplete or outdated information provided by the customer.
10. Address Changes
Address corrections must be requested as soon as possible by contacting:
Please include your full name, order number and corrected address.
Because orders may enter automated fulfilment quickly, we cannot guarantee that an address can be changed after an order has been placed.
Once an order has been processed or shipped, the delivery address generally cannot be changed.
Where a customer-provided address causes a shipment to be returned or prevents delivery, the customer may be responsible for the actual reshipping and handling costs, where permitted by law.
11. Incorrect Addresses and Failed Delivery
Where a parcel cannot be delivered because the customer supplied an incorrect or incomplete address, Emily & Rose may:
- Wait for the parcel to be returned.
- Request payment of additional reshipping costs.
- Deduct actual and reasonable shipping or handling costs from an approved refund.
- Decline to issue a replacement until the original parcel’s status has been confirmed.
A refund or replacement will not be issued solely because an order was sent to the address entered and confirmed by the customer at checkout.
12. Refused or Unclaimed Packages
Customers are responsible for accepting delivery and collecting parcels where required.
A package that is:
- Refused at delivery.
- Not collected from a pickup location.
- Returned after failed delivery attempts.
- Returned because required delivery information was missing.
will not automatically qualify for a full refund.
Once the shipment status and incurred costs have been verified, any approved refund may be reduced by the actual and reasonable shipping, return, processing or handling costs, to the extent permitted by law.
Refusing a package is not a substitute for following our Return & Refund Policy.
13. Customs, Duties and Taxes
Internationally fulfilled orders may be subject to customs processing.
We aim to use shipping methods that minimize unexpected charges. However, customs duties, import taxes, brokerage fees or other government charges may apply depending on the shipment, product and destination.
Unless expressly stated otherwise during checkout, any customs duties, import taxes or brokerage charges imposed by Canadian authorities or carriers are the customer’s responsibility.
Emily & Rose does not control customs decisions or processing times.
Customers who refuse a package because of customs charges may remain responsible for the charges and any return or handling costs incurred, where permitted by law.
Important: retain this section only if your supplier ships on terms under which customers can genuinely be charged at delivery. If all orders are shipped duty-paid, this section should instead state that no additional duties are expected.
14. Delivery Delays
Deliveries may be delayed for reasons outside our reasonable control, including:
- Customs inspections.
- Carrier disruptions.
- Severe weather.
- Labour disputes.
- Public holidays.
- Peak shopping periods.
- Transportation disruptions.
- Incorrect delivery information.
- Security checks.
- Events of force majeure.
We will make reasonable efforts to assist with delayed shipments, but we cannot guarantee carrier or customs processing times.
A delay does not automatically qualify for a refund while the parcel remains in active transit, subject to any mandatory consumer rights.
15. When an Order May Be Considered Lost
An order is not automatically considered lost because:
- Tracking has not updated for several days.
- The estimated delivery period has recently passed.
- The parcel is awaiting customs clearance.
- The package is being transferred to a local carrier.
Where tracking has not updated for an extended period, please contact us at:
We may open an investigation with the carrier or fulfilment partner.
A refund or replacement may be offered after:
- The carrier confirms that the parcel is lost.
- The fulfilment partner confirms that delivery cannot be completed.
- The investigation period has reasonably expired.
- Applicable law requires a refund or cancellation.
16. Packages Marked as Delivered
Where tracking indicates that an order has been delivered, please first:
- Check the mailbox and usual delivery locations.
- Check around the property.
- Ask household members.
- Ask neighbours or building management.
- Review any carrier delivery photograph.
- Contact the local delivery carrier.
Please contact Emily & Rose promptly if the package cannot be found.
We may assist by opening an investigation with the carrier. A refund or replacement is not automatically guaranteed where reliable carrier tracking confirms delivery to the address provided by the customer.
Where the investigation confirms misdelivery or loss, we will offer an appropriate resolution.
17. Stolen Packages
Emily & Rose is not automatically responsible for packages stolen after confirmed delivery to the correct address.
However, we will make reasonable efforts to help customers obtain available tracking information or submit a carrier inquiry.
Customers should ensure that their shipping address provides a reasonably secure delivery location.
Where available, the customer may choose a secure pickup point or delivery option offered by the carrier.
18. Damaged Packages or Products
If your package or product arrives visibly damaged, contact us as soon as reasonably possible at:
Please provide:
- Your order number.
- A description of the damage.
- Clear photographs or video of the product.
- Photographs of the outer packaging.
- A photograph of the shipping label.
- Photographs showing any damage to the parcel.
Keep the product and packaging until we have reviewed your request.
Damage claims are handled under our Return & Refund Policy. Depending on the circumstances, we may offer a replacement, partial refund, full refund or another appropriate remedy.
19. Missing or Incorrect Items
Please inspect the contents of your delivery after receipt.
If an item is missing or you received an incorrect product, contact us promptly at:
Please include:
- Your order number.
- A photograph of everything received.
- A photograph of the packaging.
- A photograph of the shipping label.
- Details of the missing or incorrect item.
Before issuing a remedy, we may verify whether the remaining products were shipped separately.
20. Order Cancellations
Orders may be processed and forwarded to our fulfilment partners shortly after purchase.
Cancellation requests must therefore be sent immediately to:
We cannot guarantee cancellation once an order has entered processing.
Once an order has been dispatched, it cannot normally be stopped or cancelled through the fulfilment system. After delivery, any request will be assessed under our Return & Refund Policy.
Any mandatory cancellation rights available under applicable law remain unaffected.
21. Shipping Insurance
Emily & Rose may offer optional Shipping Protection during checkout for additional assistance with qualifying delivery incidents.
Shipping Protection may provide an expedited or simplified claim process for qualifying:
- Lost parcels.
- Parcels damaged during transit.
- Verified delivery incidents.
Purchasing Shipping Protection does not replace or reduce any mandatory rights that customers already have under applicable consumer protection laws.
It also does not mean that customers without Shipping Protection automatically lose all rights in relation to a genuinely lost, damaged, defective or incorrectly delivered order.
How to Submit a Shipping Protection Claim
Contact us at:
Please provide:
- Your full name.
- Your order number.
- Tracking information.
- A description of the issue.
- Photographs or video where damage is involved.
- Any relevant carrier correspondence.
Claims should be submitted as soon as reasonably possible after the delivery issue becomes known.
What Shipping Protection Does Not Cover
Shipping Protection does not generally cover:
- Incorrect or incomplete addresses entered by the customer.
- Address changes requested after dispatch.
- Packages refused or left unclaimed.
- Ordinary carrier or customs delays.
- Items damaged after delivery.
- Theft after verified delivery, unless expressly included in the protection offered at checkout.
- Claims supported by incomplete, inconsistent or fraudulent information.
- Normal tracking pauses during international transit.
Each claim remains subject to verification.
22. Fraud and Shipping Claims
Emily & Rose reserves the right to investigate suspicious shipping claims.
We may request additional information and may decline claims involving:
- Manipulated or misleading evidence.
- Repeated claims involving confirmed deliveries.
- Conflicting tracking or address information.
- False statements concerning non-delivery.
- Suspected payment or identity fraud.
We may retain relevant order, tracking and communication records in accordance with our Privacy Policy.
23. Chargebacks and Delivery Disputes
Please contact us before initiating a chargeback so that we have an opportunity to investigate the shipment.
Where a payment dispute is filed, we may provide the bank or payment provider with relevant records, including:
- Order confirmation.
- The shipping address submitted at checkout.
- Tracking information.
- Delivery confirmation.
- Customer communications.
- The Shipping Policy accepted at checkout.
- Replacement or refund records.
Nothing in this section prevents a customer from contacting their payment provider regarding an unauthorized payment or an unresolved legitimate issue.
24. Changes to This Policy
We may update this Shipping Policy to reflect changes in our fulfilment network, carriers, delivery methods or legal obligations.
The version available at the time an order is placed will generally apply to that order, unless applicable law requires otherwise.
25. Contact Us
For shipping questions or delivery assistance, contact:
Emily & Rose
Email: info@emilyenrose.com
Website: www.emilyenrose.com