Shipping policy

Shipping and Payment Policy

North & Muse

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Shipping Policy

At North & Muse, we are committed to delivering your order as quickly and reliably as possible. This Shipping Policy describes our procedures, timeframes, and costs for all orders within Canada. We sell exclusively to consumers in Canada, and all transactions are governed by the applicable Canadian Consumer Protection legislation.

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1. Free Shipping Throughout Canada

We are pleased to offer Free Standard Shipping on all orders delivered within Canada. There is no minimum order value required, and there are no hidden handling or processing fees. The price you see at checkout is the final price you pay.

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2. Shipping Destinations

We ship exclusively to residential and commercial addresses within Canada. At this time, we do not ship to:

• International addresses outside Canada.
• PO boxes or poste restante (general delivery) addresses.
• Parcel forwarding services or third-party logistics hubs.

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3. Order Processing and Preparation

All orders are processed and prepared for shipping within 1–3 business days (Monday to Friday, excluding Canadian public holidays).

• Order cut-off time: 5:00 PM ET (Eastern Time – Toronto/Ottawa). Orders placed after this time will begin processing on the next business day.
• Confirmation: You will receive an order confirmation email immediately after your purchase, followed by a shipping confirmation email with tracking details as soon as your order has been dispatched.

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4. Estimated Delivery Times

We work with trusted international and local fulfillment partners to deliver your items. Because our products are shipped directly from our partners' warehouses to offer you the best value, please allow for the following estimated timeframes:

Our dispatch times are usually 5–11 working days, which are made up of two sections as follows:

1. Processing time: 1–3 working days (order confirmation, customisation, quality inspection, packing)
2. Delivery time: 3–8 days (this is affected by the place of delivery; the time includes the period from our international shipping house to your door)

Note: Delivery times are estimates and may vary depending on your location (urban or rural area), customs processing, or seasonal courier delays.

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5. Order Tracking

Once your order has shipped, we will send you a Shipping Confirmation email containing a unique tracking number and a link to monitor your parcel's progress. Please allow 24–48 hours for tracking information to update after the email is sent.

You can track your order yourself at any time via our tracking page:
Track Your Order
(also available at the top of the header menu on our website)

Contact us at any time if you have any questions.

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6. Customs, Duties, and Taxes

Because your order may be shipped from our international fulfillment centers, it may be subject to Canadian customs checks.

• No additional charges: North & Muse covers all customs duties, applicable taxes, and clearance fees. You will never be asked to pay any additional costs upon delivery.
• Transparency: Your parcel may indicate an international origin on the shipping label; this is a standard aspect of our direct-to-consumer sales model.

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7. Delivery Issues and Damaged Items

• Missing orders: If your order has not arrived within 15 business days, please contact us at support@northandmuse.com. We will check with the courier and provide you with an update within 24 hours.
• Item damaged on arrival: If your item arrives damaged, take a photo of the product and the packaging and email it to us immediately. We will arrange a free replacement at no cost to you. In most cases, you do not need to return the damaged item.
• Incorrect address: Please ensure your shipping address is correct at checkout. Parcels cannot be redirected once they have been shipped.
• Returns: Should you wish to return an item, please note that return shipping costs are the responsibility of the customer. Please contact us at support@northandmuse.com to initiate a return.

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Payment Policy

We offer the following secure payment options:

All transactions are processed securely. The price displayed at checkout is the final amount charged — no hidden fees, no surprises.

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For any questions regarding your shipment or payment, please contact our customer support team at support@northandmuse.com.