Some couriers offer Delivery Management, where you can provide special delivery instructions, or request a depot pick-up. You might even be able to redirect it to a different address.

Once you recieve your tracking link to see what your options are. (The sooner you manage your delivery the better.)

It is important to provide a delivery address that is secure in order to prevent theft. (See Porch Theft - Prevention & Best Practices).

If you receive a delivery notification, but your parcel is not where you expect it to be, here is where we suggest you start.

1. First, check to see if your parcel was hidden by the courier. You can also check with your neighbours to see if your parcel was delivered to the wrong address.

2. You can also take a check your tracking link, to see if the courier provided a picture as proof of delivery. Sometimes this may help to determine where the parcel was placed.

3. If you are unable to find your package, please contact the courier (contact info & instructions can usually be found on your tracking link). We advise that you do this before (or in addition to) reaching out to us, as often they are able to help more quickly and in some instances, helps us leverage the issue when we do get in touch with them.

4. Contact us via email at hello@tofinotowelco.com, or through our store chat. Let us know about your issue including your order number, delivery date and which steps you have already taken. Please note that during busy times, this process can take about a week before we hear back from the courier and some issues take up to 30 days to reach a resolution.

On a positive note, in many cases, the issue is as simple as a technical hiccup made by the couriers and orders often turn up delivered within 24 hours.

Stolen parcels are sometimes an unfortunate reality of online ordering. Here are some tips to help ensure your order arrives safely.

1. Make sure the shipping address is a secure location, ideally where somebody is available to receive it. (An office, or to an address where somebody is home during the daytime). Avoid front door or lobby drop-offs if possible.

2. If you do have your deliveries dropped off at your front door, consider a lock box or secure/hidden area where the parcel can be placed. Doorbell cameras and other forms of security can also help deter theft as well.

3. Opt to have your order held at the shipping depot if possible.

We ship to Canada and most of the United States, with some exceptions (remote or rural areas).

Please get in touch if you have any questions regarding your shipping address.

You can email us at: hello@tofinotowelco.com
or reach out with us via our online chat. :)

We ship from Delta, BC and orders are typically processed within 1-2 business days of being placed. Typical Estimated delivery times (once processed) are as follows.

British Columbia: 2-3 business days + 1-2 days for rural or remote areas.

Alberta & Saskatchewan: 2-3 business days + 1-2 days for rural or remote areas.

Manitoba, Ontario & Quebec: 3-5 business days + 1-2 days for rural or remote areas.

East Coast, NWT, Nunavut & Yukon: 5-7 business days + 2-3 days for rural or remote areas.

USA: Our shipping times to the United States vary, we suggest allowing 2+ weeks for shipping to account for border crossings and local delivery timelines.

‼️ Please allow 2-5 additional days for shipping and processing during the busier seasons (ie. November -January) as well as during sales and promotions.

Shipping times during busier times (November - January or during Sales and Promotions) may take an additional 2-5 business days to account for processing and shipping delays (this may vary depending on order volume, courier and delivery location).

See "How long will my order take" for more details on average shipping times.

Shipping within Canada is free for orders over $200 (after discounts and before taxes are applied).
Order under $200 ship for a flat rate of:

$9.99 to British Columbia, Alberta & Saskatchewan
$14.99 for the rest of Canada

Shipping to the USA
We ship orders to the US for a flat rate of $29 (some exceptions apply). See our Shipping Policy for more details.

We do not offer express shipping at this time.

• Tofino Towel Co. is not responsible for lost or stolen packages. We recommend you ship your packages to a location where you or someone you trust will be available to receive your order. 

• PORCH - THEFT INCREASES DURING THE HOLIDAYS, Please take extra precautions during this time. 
  Please see "HOLIDAY ORDERS" above for more information and tips on how to prevent packages from being stolen as well as what to do if your package is missing.

We work with a third-party shipping company and they work very quickly. Unfortunately, we are unable to make changes to the items in your order after your order is placed, especially during busy times (like Sales and Promotions).

If you made an error with your address, please let us know ASAP and we will do our best to amend it before it ships.

If you made an error with your address, please let us know ASAP and we will do our best to amend it before it ships.

Final sale means that an item is not eligible for return or exchange.

Items are typically a final sale when they have been purchased on sale or during a promotion, or in some instances purchased "as-is" (ex. during a warehouse/sample sale).

Items that have packaging or tags removed, have been soiled, damaged or used are also considered a final sale.

For more information, refer to our RETURN POLICY.

We pride ourselves on the quality of our products and ensuring that you are happy with your purchase.  All products are checked for quality prior to posting. Should a product be faulty, Tofino Towel Co. would be happy to send a replacement or exchange it. We don’t accept returns if it is simply a change of mind.

To initiate a return request or notify us of a product issue please fill out our RETURN REQUEST FORM


Please note:

• All sale items are a final sale. 
• Approved returns are eligible for a store credit, as we do not issue refunds.

Quick Reference Guide for Returns:

1. Please submit a request via our RETURN REQUEST FORM in regards to a return or exchange as early as possible, and no later than 14 days after delivery.
2. Sale items (discounted or promotional*), or items that have been used, soiled, washed or damaged are a final sale. 
3. A Return Approval form is required prior to returning your items. Request one here.
4. Items being returned must be in original condition with any original product tags or packaging still intact.
5. Packing, shipping and applicable costs for returning items are the responsibility of the customer.
6. International / US Returns - Orders shipped to the US or internationally are not eligible for returns.
7. Returned items will be inspected upon receipt. Once we have verified items are eligible for return we will process a store-credit or exchange. 

*discounted items are items marked down on our website *promotional items are any items marked down using a discount or promo code.

Please refer to our Return Policy for more details.

Sale items are considered a final sale and are not eligible for return or exchange.

Sale items include items that appear on sale on our website, as well as items that are discounted using a promo code at checkout.