Shipping Information

Where do we ship?

At the moment, Toboggan Canada ships to CANADA, USA and Rest Of the World

Some exclusions apply.

Free Shipping to Canada and USA on orders over $50 (CAD)


*We do not ship to PO boxes, Armed Forces addresses or US territories. Please provide a residential address as your shipping address.

*We do not offer Collection In Person from Business addresses.


How long will it take to receive my order?

  • All orders require 3-5 business days to process before shipment. Due to the current Covid-19 crisis, additional protocols have been put in place and may affect processing time.
  • Once your order has been shipped from our warehouse, it can take an additional 7-10 business days to be delivered, depending on order location.

Toboggan Canada may use UPS, FEDEX, Canada Post or other couriers to ship the orders.  All shipments require an adult signature at the delivery address.

Please note, Toboggan Canada is not responsible or liable for any lost or stolen packages. We are not responsible for any delays once the package has exited our warehouse facilities. If you incur any issues, please reach out to our customer service team at info@toboggancanada.com

 

How much is the shipping cost? 

  • Toboggan Canada provides FREE SHIPPING to CANADA* and USA* (on orders over $50 CAD) excluding certain rural parts of Canada and the USA where postage cost is high.
  • Flat Shipping Rate to the rest of the world is $50.

Express/expedited shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for special* shipping will be collected with the purchase (if applicable).

This price will be the final price for shipping cost to the customer.

*Shipping fees are non-refundable.


Do you provide a tracking number?

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. 


It could take up to 7 business days for the order to be processed and a tracking number to be assigned to the order. Order processing time could extend beyond 7 business days during special sale and holiday sale events.



Can I change my delivery address?

We are only able to change the address at any time before the order has been dispatched.

Once the item is dispatched, the recipient will need to contact the courier (Fedex/UPS/Canada Post) for any last minute address change request, either by phone or online, quoting the Tracking number provided with the order.

In the event that an address change was done by the recipient to a Hold Location, it is the responsibility of the recipient to collect the package at the Courier Hold Location within the "hold" timeline, provided by the courier..

Failing to collect the package within the allotted time, will result in a "return to sender" action, which means the package will be returned back to Toboggan Canada and Toboggan Canada will get charged for this return.

In this event, Toboggan Canada reserves the right to deduct or charge the return shipping fee from the original value of the order paid by the customer.

 

 

When will my package arrive?

Process for delayed / missing / lost in transit parcel

Please check the tracking link which was sent to you at the time of delivery.

Kindly allow up to 7 business days for the tracking number to be allocated to your order.

If your package does not arrive within the date and time showing in your order tracking page, kindly contact UPS/FEDEX (designated courier) and request for a case ID number.

Please email customer service with your

  • 4 Digit Order Number & (ie Order #2455)
  • Case ID Number for the missing package. 

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.









My Toboggan Canada, Inc ("we" and "us") is the operator of (https://www.toboggancanada.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.



  1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. 

In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.


  1. Duties & Taxes

2.1 Sales Tax


Sales tax has already been applied to the price of the goods as displayed on the website


2.2 Import Duties & Taxes


Import duties and taxes for international shipments will be prepaid, without any additional fees to be paid by customer upon arrival in destination country

 

  1. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.



  1. Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item. 

In case an item is completely “out of stock”, we will notify you via email and issue you a full refund. 

Please allow up to 10 business days for the refund amount to be returned to your original method of payment. 


  1. Return, Exchange and Refunds

For all information on Returns. Exchange and Refund Policy, please visit

https://toboggancanada.com/pages/return-policy

To start a return/exchange request, please visit:

https://toboggancanada.com/a/returns

 

  1. Customer service

For all general customer service inquiries (except for returns & exchange request), please email us at info@toboggancanada.com


All emails and customer queries received between this sale / special promotion period will be attended to within 72 hours during business hours..



Some rural addresses may take longer for delivery- please check with FedEx for tracking your package. We do not ship to PO Boxes/ Armed Forces addresses. 


Our hours of operation are Monday - Friday, 8:30 am to 5 pm EST

(excluding Public Holidays).