Shipping Policy

Order Processing

All orders are processed within 1–2 business days of placement. Orders placed on weekends or public holidays will be processed on the next available business day.

You will receive an order confirmation email immediately after checkout, followed by a shipping confirmation with your tracking PIN once your parcel ships.

Delivery Estimates

We ship from Toronto, Ontario to Canadian addresses only. Free Shipping is available when the item total is over $150 CAD.

Below the free-shipping threshold, Canada Post Regular Parcel is the only shipping service offered. The live rate and Canada Post's estimated transit time are shown at checkout.

Canada Post typically estimates 2–9 business days in transit depending on the destination. Carrier estimates are not guaranteed.

Tracking Information

Once your parcel ships, you will receive a shipping confirmation email containing your tracking PIN and a direct link to Canada Post's tracking page.

Tracking updates may take 12–24 hours to appear in the carrier's system after the label is generated. This is a carrier-side delay and does not indicate a processing issue.

If you did not receive a tracking email, please check your spam or promotions folder before contacting support. Tracking links are sent to the email address used at checkout.

Shipping Address Accuracy

Please ensure your shipping address is complete and accurate before completing your order. PepChat is not responsible for packages delivered to an incorrect address provided by the customer.

Address changes can only be accommodated before the order has shipped. Once a label is generated, the shipping address is locked by the carrier.

If your package is returned to us due to an incorrect address, reshipping fees will apply. Please contact our support team as soon as possible if you notice an address error.

Lost or Missing Packages

If your tracking shows "delivered" but you have not received your package, please wait 24 hours as carriers sometimes scan packages early. Check with neighbours and any secure delivery locations.

If the package is still missing after 24 hours, please contact our support team with your order number. We will file a carrier investigation which typically takes 5–10 business days.

PepChat will work with you to resolve lost package claims, however we are not liable for packages confirmed delivered to the correct address. We encourage customers to use secure delivery locations.