Shipping At A Glance

At Mark & Sarah Vancouver we want your order to be handled carefully, clearly and as quickly as possible. This policy explains how we process and ship orders placed through marksarahvancouver.com.

Order Processing Time

After your order is placed, please allow 1 to 3 business days for processing. During this time we review your order, check the product details, confirm your shipping information and prepare your order for dispatch.

Orders placed on a weekend or a public holiday are processed on the next business day.

Shipping Time

After your order has been processed and dispatched, delivery usually takes 3 to 7 business days, which means most orders arrive within 4 to 10 business days of being placed.

Delivery times are estimates. They may vary due to carrier delays, customs checks, peak sale periods, public holidays, incorrect address details, remote delivery areas or other circumstances outside our control.

Where We Ship

We currently ship to addresses in Canada only, including all provinces and territories. We do not ship to other countries at this time. Deliveries to remote or northern postal codes may take longer than the estimates above.

We cannot ship to freight forwarding addresses.

Shipping Costs

Shipping is free on all orders delivered within Canada, unless stated otherwise at checkout. There are no handling fees, packaging fees or surcharges. The price you see at checkout in CAD is the total price you pay.

Direct Supplier Shipping

In many cases we ship products directly from our trusted suppliers rather than sending items to a warehouse first and forwarding them afterwards. This removes a handling step and gets your order moving sooner.

It also means some parcels are shipped from overseas, including from China. This is reflected in the delivery estimates above.

If your order contains several items, they may be sent from different locations and arrive separately, in more than one parcel and on different days. You are never charged extra for a split delivery.

Customs, Duties And Import Charges

All import duties, customs charges and taxes on parcels entering Canada are paid by Mark & Sarah Vancouver. You will never be asked to pay additional charges to receive your order.

If a carrier ever contacts you asking for payment before delivery, do not pay it. Contact us first at support@marksarahvancouver.com and we will resolve it with the carrier.

Shipping Carriers And Tracking

Depending on the product, supplier location and delivery address, orders may be shipped with Canada Post, local delivery partners or international shipping partners.

Once your order has been dispatched we email you a tracking number, where tracking is available. Please allow a few days for the first scan to appear, as tracking information can take time to update after a parcel is collected.

Carrier Pick-Up Orders

For orders designated for pick-up, the carrier determines the pick-up location and the period during which the parcel can be collected. Once we have let you know that your order is ready, it is your responsibility to collect it within the time given by the carrier.

If a parcel is not collected and is returned to us by the carrier, you are responsible for any reshipping costs needed to send the order again.

Incorrect Shipping Details

Please check your shipping details carefully before placing your order. If you spot a mistake in your address, email us straight away at support@marksarahvancouver.com. We will do our best to help, but once an order has been processed or shipped the delivery address can no longer be changed.

Delayed Orders

If your order has not arrived within the estimated delivery timeframe, contact us with your name, order number and the email address used to place the order. We will trace your order with the carrier and let you know the next steps.

Lost Or Missing Parcels

If tracking shows your parcel as delivered but you have not received it, please first check with others in your household, your neighbours, your local post office and the delivery carrier.

If you still cannot find it, contact us within 14 days of the delivery scan. We will investigate with the carrier and arrange a replacement or a refund where the parcel cannot be located.

Damaged Parcels And Returns

If your parcel arrives damaged, take photos of the packaging and the item before unpacking further and email them to us. For returns, exchanges and refunds, see our Returns and Refund Policy, which gives you 30 days from delivery to request a return.