Shipping FAQ

Important Shipping Update ⛟

During the Canada Post strike, we would like to inform you of the temporary adjustments made to our delivery services.

In addition to Canada Post, we use many other carriers such as Canpar, Nationex, Envoi and TForce and have made changes to exclusively use these carriers during this period, effective immediately. You can also have your package shipped directly to a local Suzy store for FREE by selecting SHIP TO STORE at checkout.

How does this affect my order?

With the switch to other shipping carriers, your order will still arrive within the usual 3-10 business day delivery window, after your order has been processed (1-2 business days).

Please note:

• Our other carriers only deliver to physical addresses and do not deliver to PO Boxes or community mailboxes.
• Delivery to the Territories and remote rural areas that are serviced exclusively by Canada Post may experience significant delays or no service available at all during this time.

Are your shipping costs the same?

Yes. Our standard shipping cost is $8.95 and is free on all orders of $99 and more. We also offer ship to store for free for all orders. For more information, please visit our shipping page.

What if I usually deliver to a P.O. Box?

Unfortunately, Canada Post is the only carrier that has the ability to deliver to P.O. boxes so we have temporarily suspended P.O. box deliveries. Please be sure to provide a valid physical address at checkout to avoid delays.

I need my package quickly and see that you no longer offer Xpress Post and Priority. What are my options?

Xpress Post and Priority are services offered exclusively by Canada Post and have temporarily been suspended until the strike is over. Rest assured that our other carriers will maintain smooth and timely deliveries. You can also have your package shipped directly to a local Suzy store for FREE by selecting SHIP TO STORE at checkout.

Who should I contact if I have issues with my delivery?

Please email our customer service team at customerservice@suzyshier.ca.
Our business hours are Monday – Thursday 9AM – 4:30PM and Friday from 9AM – 3PM (ET)

What happens if I need to return an item from my online order?

While we have changed our carriers for outgoing deliveries, returns to our warehouse will still be processed through Canada Post. Due to the anticipated Canada Post strike, return processing times by mail may be longer than usual resulting in delays in receiving your refund. We encourage you to bring your return and/or exchange to your local Suzy / Le Chateau location* for quicker processing**. Our team will be happy to assist you directly to make your return experience as seamless as possible.

Note:
*Le Chateau products can be returned in-store only at a Suzy / Le Chateau combo location. You will still be able to use our online return centre to mail in your item(s) to our warehouse but be prepared for delays in refund processing.
**Our stores cannot credit your Apple Pay, Google Pay, PayPal or Klarna account and the refund amount will be issued as a store credit. To have your original method of payment refunded, you must send your return by mail to our warehouse.