Shipping policy

Last updated: 9 August 2026

This policy describes how BrightSide Store ships physical products, typical timelines, and how shipping costs work at checkout.

Where we ship

We ship to destinations enabled in our Shopify Markets at checkout. If your country or region is not offered, it will not appear as a shipping option.

Primary fulfilment focus: Canada, the United States, and other destinations enabled in Shopify Markets. If a country or region is not offered at checkout, we do not ship there.

Fulfilment origin

Physical goods may ship from our network partners, including locations involved in cross-border dispatch (for example Hong Kong / greater China supply routes) and Canadian logistics coordination. The carrier and origin for your order appear on the shipping confirmation when available.

Digital products and services are delivered electronically or by separate service agreement and are not covered by physical shipping timelines below.

Processing time

• In-stock retail items: typically packed and handed to the carrier within 1–3 business days after payment clears (excluding weekends and holidays).
• Custom / made-to-order items: processing time is shown on the product page or confirmed after order; it starts after we approve specifications and payment.
• Auction or limited offers: timelines may be noted on the listing; if none are stated, standard in-stock processing applies once the sale completes.

We will notify you if fulfilment will be materially delayed.

Transit time (after handoff to carrier)

Estimates (not guarantees):

• Canada: 3–10 business days
• United States: 5–15 business days
• Other international: 7–25 business days

Cross-border parcels may be held by customs. Delivery clocks pause during customs review.

Shipping cost

• Shipping (and any duties estimate Shopify shows) is calculated at checkout based on destination, package, and selected rate—unless a product or promotion states otherwise.
• Products tagged or labeled Shipping included (or similar limited-time offer) include shipping to eligible destinations under the offer terms shown on the product page. Offers may end without notice for future orders.
• Free-shipping thresholds, if any, are shown at checkout or in store promotions.

Tracking

When the carrier provides tracking, we send it by email. Use the tracking link for transit updates. If tracking stalls for an unusually long period, contact hello@brightsidestore.ca with your order number.

Duties, taxes, and import fees

• Applicable sales taxes may be charged at checkout depending on your location and our Markets setup.
• For international deliveries, import duties, brokerage, and taxes may be charged by the carrier or customs. Unless checkout explicitly includes duties (DDP) or the product page says shipping/duties are included, those charges are the customer’s responsibility.

Failed delivery and address errors

Provide a complete, deliverable address and a reachable phone number for the carrier. Extra fees from failed delivery, refusal, or address correction may be billed to the customer or deducted from any refund of a returned shipment.

Lost or damaged in transit

If a package is marked delivered but not received, or arrives damaged:

1. Check with neighbours / building staff and the carrier.
2. Email us within 15 days with your order number, photos (for damage), and tracking details.

We will work with the carrier on a claim and arrange a replacement or refund when appropriate.

Order changes

Address or shipping-method changes are only possible before the order ships. Contact us immediately; we cannot guarantee changes after label creation.

Questions

Email hello@brightsidestore.ca. We typically reply within one business day.