SHIPPING DURING THE HOLIDAYS

Please advise that packing and shipping will likely take longer between mid-November and early January due to the increased volume of orders and general strain on couriers. 

Packing orders can take up to 3-5 business days, and shipping can take an extra 2-3 business days than normal. 

Shipping delays happen, and are far more common during the holidays. Once we have packed and shipped your order, and it is handed off to the courier - it is subject to circumstances outside of our control, such as: weather, traffic delays, traffic incidents, damage, loss and theft. We understand how frustrating this can be and appreciate your patience as we do what we can to assist you.

SHIPPING FAQs

WHERE DO YOU SHIP TO?

*Please note, due to the tariffs and instability, we have decided pause shipping to the USA for the time being

• We currently ship across Canada only.
  At this time we do not ship outside of North America.

How long should I expect for my order to arrive? 

• Our orders are generally packed and shipped within 2-4 business days - we always do our best to ship as quick as possible. Shipping times vary by carrier and time of year, but we promise that our team diligently tries to find the best option to ship your package so it arrives quickly.  Please note orders placed during peak times (Sale events, Seasonal launches, Black Friday, Boxing Day and Holidays promotions) may take longer due to an increase of order volume. 
  
• Please note: orders may be delayed and we will do our best to have them delivered within 30 days of your order being placed. 
  
  

WHAT ARE YOUR SHIPPING RATES?

CANADA

• We offer complimentary shipping within Canada for orders with a value of $199 or more (before tax ). Yup, FREE shipping! 

All orders under our free shipping threshold value are a flat rate fee of $9.99 - $14.99 in Canada.

UNITED STATES

*Please note, due to the tariffs and instability, we have decided pause shipping to the USA for the time being

Shipping starts at $29.99 for orders shipping to the USA. Final price will be calculated at checkout.

Please note: This does not include applicable duties and taxes. All associated fees will be the responsibility of the recipient. NOTE: Orders shipped to the US or internationally are not eligible for return.

Do you offer express shipping? 

• We currently do not offer express shipping options on our site, but if there is a specific date you need a product by please reach out prior to placing your order and we will be more than happy to see if we are able to help. 

Is there an option for local pickup? 

• Our warehouse and shipping is currently run by a third party company, so unfortunately we are unable to offer a pickup service at this time.

What is your policy for lost or stolen shipments? 

• 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.
  
  
•  If this is a regular concern for you, we recommend that you ship your order to a business if you can. And/or when possible - update your delivery preferences with the courier (whenever possible) to arrange a safe delivery or have them hold your order for pick up if this is an option. This option (if available) is usually found on the courier's tracking pages. 
  
  
• PORCH-THEFT INCREASES DURING THE HOLIDAYS, Please take extra precautions during this time. 
  
  

What should I do if I have a question about my order or a product? 

• Please fill out our contact form on our website.  We will be more than happy to answer your questions. Please note our team works Monday to Friday from 9am – 4pm.  We all deserve a break, so if you email over the weekend please note that our team will answer your email when they are back in the office.

What if I notice a mistake when ordering or need to cancel an order?

• Our fulfillment team is eager to get your order to you as quickly as possible resulting in a very narrow window of time to intercept an order before it ships. If you make an error while placing your order (ie. incorrect address, style, quantity, colour, size etc.) let us know immediately and we will do our very best to halt your order and make the requested changes, so long as it is feasible. 
• Unfortunately, we cannot guarantee that we will catch your order in time. In these cases, the order will be delivered as-is and any further action as well and applicable cost will be the customer's responsibility. 

Why was my order returned to sender?
below are some of the most common reasons:

• The address does not exist, is incomplete, or is incorrect or PO Box number is incorrect.
• The order was not picked up from designated pick up location
• The addressee has moved without providing a forwarding address
• The item is refused by the addressee
• Unable to deliver after multiple delivery attempts.
• IMPORTANT: Orders that are returned to our warehouse due to mistakes in address, or failure to collect will be subject to a re-shipping fee of $14.99 CAD and will be subject to up to 3 a week delay.

What happens if my order is returned to sender?

• Our shipping warehouse is intended for outbound shipments only. Any packages sent to or returned to our warehouse can take up to 2 weeks to be processed and inspected and are subject to a flat-rate restocking fee of $24.99. 
  
• Once returned items are processed, a refund for the order total (minus shipping & restocking fee) will be issued and will be confirmed via email. 
• All returns must be authorized and sent to the address provided on our return form. See our Return Policy or contact us for more details. 
  

Please note that our warehouse hours of operation are as follows: 
Monday - Friday
9:00 am - 4:00 pm (PST)
(closed on all public holidays).