Shipping policy
Last Updated: September 2, 2026
At Charlotte Québec, we want your order to arrive safely and within the estimated timeframe provided at checkout. This Shipping Policy explains how orders are processed, shipped, tracked, and delivered.
By placing an order with us, you acknowledge the shipping practices described below.
1. Order Processing
Orders are processed after your purchase has been successfully completed and payment has been confirmed.
Canada
- Standard Shipping: Orders are generally processed within 1–3 business days.
- Express Shipping: Where available, orders are generally processed within 1 business day.
Processing times refer to the time required to prepare your order before it is handed over to the shipping carrier.
Processing time is separate from shipping time. The estimated delivery period begins once your order has been processed and dispatched.
Orders are generally processed Monday through Friday, excluding weekends and applicable Canadian holidays.
During periods of high order volume, seasonal promotions, holidays, or other circumstances affecting fulfillment, processing may take slightly longer.
If there is a significant delay in processing your order, we will make reasonable efforts to notify you.
2. Estimated Delivery Times
Estimated delivery times depend on your destination, shipping method, carrier, and fulfillment location.
Canada
For most Canadian destinations, estimated delivery is generally:
Standard Shipping: 5–10 business days after dispatch
Express Shipping: 2–5 business days after dispatch, where available
These timeframes are estimates rather than guaranteed delivery dates.
Certain remote or rural locations may require additional delivery time.
International Orders
We may also ship to customers outside Canada depending on product and destination availability.
Typical estimated delivery times may be:
- United States: 5–12 business days
- Europe: 7–15 business days
- Australia & New Zealand: 8–18 business days
- Other international destinations: 10–20 business days
International delivery times can vary considerably depending on the destination, carrier, customs procedures, and the fulfillment location of the product.
Important: Estimated delivery times do not include order processing time unless explicitly stated otherwise at checkout.
3. Shipping Costs
Shipping charges are calculated during checkout based on factors such as:
- Delivery destination
- Shipping method
- Package size and weight
- Number of items in the order
- Applicable shipping promotions
The shipping options and applicable costs will be displayed before you complete your purchase.
From time to time, Charlotte Québec may offer:
- Free shipping
- Reduced shipping rates
- Flat-rate shipping
- Limited-time shipping promotions
Any applicable promotional shipping offer will be clearly communicated at the time of purchase.
4. Order Tracking
Once your order has been processed and dispatched, you will receive a shipping confirmation email containing available tracking information.
Depending on the shipping method and carrier, the email may include:
- Tracking number
- Shipping carrier
- Tracking link
- Estimated delivery information
Please allow approximately 24–48 hours after dispatch for tracking information to become active or update.
Tracking information may occasionally take longer to update, particularly during periods of high shipping volume or when an order is moving between different carriers or facilities.
5. Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please carefully check your:
- Full name
- Street address
- Apartment or unit number
- City
- Province or territory
- Postal code
- Country
If you notice that you have entered an incorrect address, please contact us as soon as possible at:
We will make reasonable efforts to correct the address before your order is processed or shipped.
However, we cannot guarantee that address changes will be possible once an order has entered processing or has been dispatched.
6. Incorrect or Incomplete Addresses
If a package cannot be delivered because an incorrect or incomplete address was provided, additional shipping or handling costs may apply if the package needs to be redirected or reshipped.
Where possible, we will contact you to determine how the delivery should proceed.
Any reshipping arrangement will depend on the circumstances and the options available from the shipping provider.
7. Customs, Duties, and Import Charges
Orders shipped internationally may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.
These charges may vary depending on:
- Destination country
- Order value
- Product type
- Applicable customs regulations
Where such charges are imposed by the destination country, they may be the responsibility of the customer unless otherwise stated at checkout.
Charlotte Québec does not control customs processing times or decisions made by customs authorities.
International shipments may therefore experience additional delays while being inspected or cleared through customs.
8. Delayed Shipments
Shipping estimates are provided in good faith but are not guaranteed delivery dates.
An order may take longer than expected because of circumstances such as:
- Severe weather
- High shipping volumes
- Carrier delays
- Customs processing
- Transportation disruptions
- Public holidays
- Labour disruptions
- Incorrect or incomplete delivery information
- Other circumstances outside our reasonable control
If your order appears to be significantly delayed, please contact us at:
We will review the available tracking information and, where appropriate, work with the relevant carrier or fulfillment provider to investigate the delay.
9. Lost Packages
If your tracking information indicates that a package has been delivered but you cannot locate it, please first check:
- Your mailbox or usual delivery location
- Around your property
- With other members of your household
- With neighbours
- Any safe location indicated by the carrier
If you still cannot locate the package, please contact us at:
We will review the available delivery information and assist with the next steps where possible.
10. Damaged Packages
Please inspect your package when it arrives.
If your order appears to have been damaged during transportation, please contact us as soon as reasonably possible at:
Please provide:
- Your order number
- Photographs of the outer packaging
- Photographs of the shipping label
- Clear photographs of the damaged product
- A brief description of the damage
Providing photographs helps us investigate the issue with the relevant carrier or fulfillment provider and determine an appropriate solution.
Damaged or defective products may also be covered by our Return & Refund Policy and applicable consumer protection laws.
11. Stolen Packages
Once a carrier confirms that a package has been delivered to the address provided at checkout, customers should take reasonable precautions to secure the package.
If a package is confirmed as delivered but is subsequently missing, please contact us so that we can review the available delivery information.
We may also recommend contacting the shipping carrier to report the missing package.
12. Order Changes and Cancellations
If you need to change or cancel an order, please contact us as quickly as possible:
We will make reasonable efforts to accommodate requests received before the order has been processed or dispatched.
Once an order has entered processing or has been shipped, we may no longer be able to modify or cancel it.
If an order has already been shipped, you may be able to request a return after delivery in accordance with our Return & Refund Policy and applicable law.
13. Multiple Items in One Order
If your order contains multiple products, your items may occasionally be shipped separately.
This can happen when products are fulfilled from different locations or through different fulfillment partners.
If your items are shipped separately, you may receive more than one tracking number and your packages may arrive at different times.
You will not necessarily need to place another order if only part of your shipment has arrived.
If you believe an item is missing, please contact us at:
14. Delivery Estimates and Third-Party Carriers
Charlotte Québec works with third-party shipping and fulfillment providers to deliver orders.
Once a package has been transferred to the shipping carrier, certain aspects of the delivery process are outside our direct control.
We will nevertheless make reasonable efforts to assist customers with delivery issues and provide available tracking information.
Shipping estimates may change because of circumstances outside our reasonable control.
15. Questions About Shipping
If you have any questions regarding your order, shipping status, delivery timeframe, tracking information, or a delivery issue, please contact us.
Charlotte Québec
Québec City, Québec, Canada
Email: info@charlottequebec.com
We are happy to help and will do our best to assist you with your order.