Shipping Policy

We ship to all provinces and territories in Canada. Shipping with tracking is free on every order, with no minimum purchase.

Placing an order
1. Choose your item, select your size and colour, and add it to your cart.
2. Go to checkout and check your shipping details carefully.
3. Choose your payment method. All payments are processed through Shopify's secure, encrypted checkout.
4. After your purchase, you will receive an order confirmation email. Keep it for your records.

Where we ship from
Our products are shipped from our fulfilment partner's international warehouse directly to your door. This lets us offer our collection at fair prices, but it does mean delivery takes a little longer than from a local store. We want you to know this before you order.

Processing time
Every order is checked and prepared with care. Please allow 1 to 3 business days (Monday to Friday, excluding holidays) for your order to be processed before it ships. Orders placed on a weekend or public holiday are processed from the next business day.

During sales and busy periods, processing may take a little longer. If your order is delayed, we will let you know by email.

Delivery time
After your order ships, delivery usually takes 7 to 15 business days, depending on where you live. Most orders arrive within 2 to 3 weeks of being placed. Delivery to remote areas, including the territories and parts of Northern Canada, may take longer.

Delivery times are estimates and cannot be guaranteed. Shipping can occasionally take longer during peak seasons such as the holidays, or because of customs procedures, weather or carrier issues. If we expect a delay, we will keep you informed by email.

Tracking your order
As soon as your order ships, you will receive an email with your tracking number and a link to follow your package. It can take 2 to 5 business days before the first tracking updates appear. In Canada, your order is delivered by Canada Post or another local carrier.

Orders with multiple items
If you order several items, they may arrive in separate packages and on different days. You will receive tracking details for each package.

Availability
We keep our stock information as up to date as possible. If an item turns out to be unavailable after you have ordered, we will email you and offer a similar alternative or a full refund for that item, whichever you prefer.

Shipping address
Please check your shipping address carefully before placing your order. Need to change it? Email us within 12 hours of placing your order. After that, your order is already being prepared and the address can no longer be changed. We are not responsible for orders delivered to an incorrect address entered at checkout.

Late, lost or damaged orders
If your tracking has not updated for 10 business days, or your order has not arrived within 30 days of shipping, please contact us. We will look into it with the carrier and, if your order is lost, send a replacement or issue a full refund. If your order arrives damaged, please see our Refund Policy.

If tracking shows your order as delivered but you cannot find it, please check with your neighbours and your local post office first, then contact us within 7 days.

Contact
Questions about your order? Email us at hello@kateonqueen.com and include your order number. We reply within 1 business day (Monday to Friday). We are always happy to help.