Shipping policy

Shipping Policy

Last updated: August 20, 2026

Thank you for shopping with Emilby. This Shipping Policy explains our shipping coverage, estimated delivery times, tracking process, and procedures for delayed, lost, damaged, or incorrectly addressed orders.

Shipping Coverage

Emilby currently ships to eligible addresses across Canada.

Shipping availability is confirmed during checkout. We may be unable to deliver to certain remote locations or addresses that cannot be serviced by our shipping partners.

Shipping Cost

We provide:

Free Tracked Shipping Across Canada

There is no minimum order requirement unless a different condition is clearly displayed during checkout.

Any applicable taxes, duties, customs charges, or government-imposed fees that are not collected during checkout may be the customer’s responsibility.

Estimated Delivery Time

Our estimated delivery time within Canada is:

6–12 business days

This estimate includes normal order processing and transportation under ordinary conditions unless a different timeframe is displayed during checkout.

Business days do not include weekends or public holidays.

Delivery times are estimates and cannot be guaranteed. Delays may occur because of:

  • High order volumes.

  • Carrier disruptions.

  • Severe weather.

  • Public holidays.

  • Customs processing.

  • Remote delivery locations.

  • Incorrect or incomplete address information.

  • Events outside our reasonable control.

International Fulfillment

Emilby works with international fulfillment and logistics partners. Your order may be shipped directly from a fulfillment facility located outside Canada.

Tracking information may therefore show an international point of origin or multiple shipping locations. This does not affect your ability to track the shipment.

Order Confirmation and Tracking

After placing an order, you will receive an order confirmation at the email address provided during checkout.

When tracking becomes available, we will send a shipping confirmation containing the tracking number or tracking link.

Tracking information may require additional time to update after the shipping confirmation is issued. Temporary gaps between tracking scans do not necessarily mean that a package has stopped moving.

Please check your spam or junk folder if you do not receive an expected order or shipping notification.

Multiple Shipments

If an order contains multiple products or quantities, the items may occasionally be shipped in separate packages.

You may receive more than one tracking number, and the packages may arrive on different days. You will not be charged additional shipping fees when we divide an order into multiple shipments.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address, including:

  • Full name.

  • Street address and unit number, where applicable.

  • City.

  • Province or territory.

  • Postal code.

  • Telephone number or email address required for delivery updates.

Please review your address carefully before completing payment.

If you notice an error, contact info@emilby.com immediately with your order number and the correct address. We cannot guarantee an address change after an order has entered processing or fulfillment.

Emilby is not responsible for delays, failed deliveries, or losses caused by incorrect or incomplete address information supplied by the customer.

If a package is returned because of an incorrect address, refusal, or repeated unsuccessful delivery attempts, additional shipping charges may apply before the order can be shipped again.

Delayed Orders

Please allow the full estimated delivery period before reporting a delayed order.

If your package has not arrived after the estimated window or tracking has not updated for an unusually long period, contact info@emilby.com with:

  • Your full name.

  • Order number.

  • Tracking number, if available.

  • A brief description of the issue.

We will review the tracking information and, where appropriate, contact the fulfillment partner or carrier.

Carrier investigations may require additional time. We cannot issue a replacement or refund while a shipment is still moving normally or before a required carrier investigation has been completed.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it:

  1. Confirm that the shipping address on your order is correct.

  2. Check around the delivery location, mailbox, entrance, reception, or safe-drop area.

  3. Ask household members, neighbours, or building management whether they accepted the package.

  4. Allow up to 48 hours because some carriers mark packages as delivered before the final handoff.

  5. Contact the carrier using the tracking number.

  6. Email info@emilby.com if the package is still missing.

We will assist with reviewing the shipment, but a replacement or refund is not guaranteed when the carrier confirms successful delivery to the address supplied with the order.

Lost Packages

A shipment may be considered lost when the carrier or fulfillment partner confirms that it cannot be delivered or located.

If a package is officially confirmed as lost, Emilby will review the order and may provide an appropriate resolution, such as a replacement or refund, subject to the circumstances and applicable consumer rights.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective, incomplete, or different from what you ordered, contact info@emilby.com within 48 hours of delivery.

Include:

  • Your order number.

  • A description of the issue.

  • Clear photographs or video of the product.

  • Photographs of the shipping package and label.

  • Photographs of any visible damage.

Do not discard the product or original packaging until we have completed our review.

Approved replacements and refunds are handled according to our Refund Policy.

Order Changes and Cancellations

If you need to request an order change or cancellation, contact info@emilby.com immediately.

We will try to assist, but we cannot guarantee changes or cancellations once an order has entered processing or has been submitted to our fulfillment partner.

Orders that have already shipped cannot be cancelled.

Refused and Unclaimed Packages

Customers are responsible for accepting delivery and responding to carrier notices.

If a package is refused, left unclaimed, or returned because delivery could not be completed, the original shipping and return costs may be deducted from any approved refund where permitted by law.

Additional shipping charges may apply if the customer requests another delivery attempt.

Returns

Shipping-related return requests are governed by our Refund Policy.

Do not return a product to the address shown on the package without first contacting us. The return address may differ from the fulfillment facility or address printed on the shipment.

Unauthorized returns may not be accepted or refunded.

Contact Us

For questions about shipping, delivery, or tracking, contact:

Emilby
Website: https://emilby.com
Email: info@emilby.com

Customer support hours:

Monday–Friday, 9:00 AM–5:00 PM ET

We typically respond within 1–2 business days.