This Shipping and Delivery Policy (“Policy”) governs the dispatch, transit, and delivery of products purchased through www.chewcottontug.com (“Website”).
This Policy forms an integral part of the sales agreement between Chewcottontug Products Canada Inc. (“Company”, “we”, “us”, or “our”) and the purchaser (“Customer”, “you”, or “your”).
By placing an order through our Website, you acknowledge and agree to the terms set forth below.
- Dispatch Origin and Service Destinations
All products are stored, prepared, and dispatched directly from our internal fulfilment facility located at:
Suite 105, 3045 Robie Street, Halifax, NS, B3K 4P6, Canada
We currently provide shipping services to customers located within European countries. All deliveries are handled through established international courier networks, including DHL, FedEx, and UPS.
- Order Processing and Delivery Timeframes
Order Processing: Orders are typically processed and prepared for shipment within one (1) to two (2) business days after payment confirmation. Business days exclude Saturdays, Sundays, and public holidays observed in Canada. If you wish to cancel or amend an order, you must contact us immediately within this processing window; once an order has been dispatched, it cannot be recalled or cancelled in transit.
Estimated Transit Time: After dispatch, delivery to most European destinations generally requires approximately five (5) to ten (10) business days.
Customs and Delivery Extensions: All delivery estimates are provided for informational purposes only and do not constitute guaranteed delivery dates. While standard transit takes up to 10 business days, please note that international custom-clearance procedures may occasionally extend this duration. The Company shall not be held liable for delayed deliveries resulting from courier operational constraints or customs holds.
- Shipment Tracking and Status Notifications
To keep customers informed throughout the shipping process, tracking updates will be provided via the email address supplied during checkout. Notifications may include:
Shipment dispatch confirmation
Tracking number availability
Transit progress updates
Arrival at destination-country sorting facilities
Out-for-delivery notifications
Customers are responsible for ensuring that the email address provided during checkout is accurate and capable of receiving communications from us and our shipping partners.
- Delayed, Lost, or Undelivered Shipments
If a shipment exceeds the estimated delivery timeframe, customers should contact our support team at: durable@chewcottontug.com
Upon receiving a report, we will initiate an official investigation with the responsible carrier to determine the shipment status. If the carrier confirms that the shipment has been lost in transit, or if delivery is determined to be unreasonably delayed outside of standard customs holds, we may, at our discretion and based on the carrier’s final findings:
Issue a full refund; or
Arrange a replacement shipment.
Resolution decisions will be made strictly after the formal completion of the carrier’s investigation process.
- Customs Duties, Import Taxes, and Fees
Orders are shipped internationally from our facility in Canada. Depending on the destination country, shipments may be subject to import duties, value-added tax (VAT), customs charges, or administrative clearance fees imposed by local authorities.
The customer acts as the importer of record and is solely responsible for paying any applicable taxes, duties, or customs-related charges. Chewcottontug Products Canada Inc. does not collect, calculate, or assume financial responsibility for such fees.
Important Notice on Refused Shipments: If a shipment is rejected or abandoned by the customer due to a refusal to pay local import duties, VAT, or administrative fees, the package may be returned to Canada or destroyed by customs. In such instances, the Company reserves the absolute right to deduct all outward and return shipping costs, alongside any administrative fees incurred, from any subsequent refund, or to Deduct costs and refund the remaining balance
- Customer Responsibility for Accurate Information
Customers are responsible for providing complete and accurate delivery information at checkout, including:
Full recipient name
Complete shipping address (including apartment, unit, or block numbers where applicable)
Valid telephone number
Correct email address
The Company is not responsible for delivery delays, failed deliveries, returned packages, or additional carrier charges resulting from incorrect, incomplete, or inaccurate information supplied by the customer.
Failed Delivery and RTS (Return to Sender): If a package is returned to our facility due to an incomplete/insufficient address, or due to a failure to arrange redelivery/collection withthe local courier after a delivery attempt, the customer will be held responsible for the original shipping costs and any return fees charged by the courier. A refund or reshipment will only be processed after these operational expenses have been deducted.
- Legal Compliance and Severability
This Policy is intended to operate in accordance with applicable consumer protection and commercial laws within Canada and relevant European jurisdictions. If any provision of this Policy is found to be invalid, unlawful, or unenforceable, the remaining provisions shall remain in full force and effect. - Contact Information
For questions regarding shipping, tracking, delivery status, or logistics-related matters, please contact us:
Company Name: Chewcottontug Products Canada Inc.
Registration Number: 1602948-3
Email: durable@chewcottontug.com
Telephone: +1 (902) 422-7715