Shipping policy
Shipments for orders shall be made at the earliest possible date but guarantees for shipment or delivery are not offered for any orders. In-stock items will usually ship within 1-3 days of placing your order, but custom or made-to-order items regularly take 2-4 weeks for production before shipping. If you place an order with a combination of in-stock and made-to-order items, your order will be shipped in one piece, when your made-to-order items are completed.
Standard shipping options include tracking, which will be provided at the time of shipping. Our most common shipping method is Canada Post Expedited but depending on pricing and service availability, other options may be used.
Local Pickup
Local pickup in Hamilton, ON is available for customers but a pickup time and location will need to be scheduled and confirmed with us once you place your order. If you would like to pick up your order and avoid shipping fees use the code "LOCALPICKUP" at checkout.
Use of this code does not entitle a customer to free shipping on their order and misuse of this code, either intentionally or by accident, will result in additional charges (the amount originally owed for shipping) or order cancellation.
We have limited times available for order pickups. If you have a specific time constraint on when you can pickup an order, or a specific deadline for when you need your order by, please contact us before placing your order. If we cannot reasonably accommodate your requirements for pickup or if we cannot reach you to confirm availability your order may be cancelled and refunded.
Shipping Restrictions
Effective Sept 18th/2023, Orange Cat Packs is expanding product availability to customers in the USA. At present, only a limited range of products are being offered for sale to US customers while we assess the logistics and viability of this program.
Notable exclusions for US customers are Custom Frame Bags and accessories like Voile Straps. These exclusions may be reevaluated at a later date.
Freight Forwarders:
Products are currently only being made available to Canadian and US customers. Because of the prevalence of scammers using freight forwarding services to target e-commerce businesses, orders addressed to freight forwarding services are not allowed and will be cancelled and refunded. International customers, if you choose to ship to friends/family and have items privately forwarded on to you please know that we are not able to provide support, or process returns for customers outside of the USA and Canada.
Delivery Confirmation and Security
Standard shipping options offered by most couriers will allow the courier to "safe drop" packages outside of your residence, without signature. Once a shipment has been delivered to your address and confirmed as delivered by the courier, they consider their job done and their responsibility for your package to be ended. If something happens to your package before you take possession of it, the courier will not provide compensation, even when shipping insurance was included on the shipment. This means that if your package is stolen from your porch or damaged in some way before you get to it, the costs associated with replacing your order will fall solely to the customer and the seller.
As a small independent maker, we do not have the means to cover the full costs of replacing orders in situations like this. If you are not comfortable with assuming the level of risk associated with packages being safe dropped at your residence then please contact us and request that your order be sent with Signature Required.
If your order is lost or damaged during transit and prior to delivery then we will happily cover the costs of replacement and will pursue the courier for compensation.