As you read the following, please keep in mind that we are a small business (Dr. Dave & 4 employees *as of March 13th now 2 employees*) and do not have the same infrastructure as large, multi-national companies. If you do not find an answer to your question below, please email email@example.com and Daniel will be happy to help.
To comply with government recommendations regarding social distancing and to minimize interactions with postal workers, orders will only be processed for shipping two or three times a week, depending on the number of orders. So, it may be a few days between when you order is ready to ship and when it is actually shipped.
Please keep in mind that, because of the current global pandemic, everything is taking longer. Some shipments to and from the US are taking up to 4 weeks to arrive. International orders (outside of Canada & the US), are taking up to 2 months, some even longer.
Canada Post has temporarily suspended mail and parcel deliveries to some countries (read more here, also here). At this time we will not be processing orders for customers in these countries. Also please be aware that for the purpose of returns, some countries are not shipping to Canada. We will accept returns after 90 days for customers in this situation.
We cannot declare shipments with a value less than what you paid for the mouthpiece, or declare it as a gift. Our shipments are regularly checked by customs and we are required to provide accurate customs declarations.
We are unable to guarantee a delivery date for your order. We do not control what happens to your order once it leaves our hands, and our experience is that actual shipping times vary greatly from those predicted by the mail systems in counties to which we ship. All provided shipping timelines are rough estimates base on standard delivery times provided by Canada Post, with extra days added.
All of our orders are shipped with Canada Post. The free shipping option does not include tracking or insurance. If you upgrade to tracked shipping, and therefore have a tracking number, you can use it on the Canada Post website. Please be aware that timelines given by Canada Post do not include time spent in customs. Once received by customs, most international carriers will not provide a shipping update until the order is delivered.
International Priority shipping with FedEx is available to most countries for $80 USD. All of the above points still apply.If your order is shipped without a tracking number there is no way add one or to locate the package until it arrives.
Free Shipping - There is a free shipping option included with your order. This basic shipping does not provide a tracking number or insurance. Accordingly, Harrison Mouthpieces cannot be responsible for replacing or refunding international orders that are shipped with the Free Shipping option and lost in transit. By selecting the Free Shipping option, the customer accepts any risks, such as loss or damage, that may occur during shipping. We find that 5 to 10% of international orders to some destinations go missing. Please email us for more information about higher risk destinations.
If you are ordering from Europe you will be charged VAT by your local customs agency. VAT and other import taxes are usually around 21%. Please check with your local customs office to determine what taxes may be applicable.