Shipping & Returns

Once the order has been processed, we will send you a shipping confirmation notification including the package tracking number.

Shipping rates are based on total order weight and location of buyer. These rates are subject to change without notice.  

All pricing, taxes, shipping rates, etc are listed and executed in Canadian Dollars.

ORDER PROCESSING TIMES & ORDER TRACKING

Once an order has been processed, we are unable to upgrade or change shipping methods. We are also unable to add a product, modify or cancel the items on your order once it has been confirmed.

Orders typically take 3-5 business day to process before they ship – excluding weekends and holidays. However, we do reserve 3-5 business days to fulfill your order in case any of the items are out of stock due to delayed shipments from our suppliers, or during busy seasons. 

You will receive an email confirmation with your order tracking number when your order ships. Please read the shipping notification email carefully. 

Note that delivery date is always an estimate only, delivery times may vary depending on your location, weather conditions and other factors. It is a customer's responsibility to track the package and pick it up on time from the community box, at the door or Post Office, as your package may be delivered sooner than ETA and/or left at your door. Any spoilage of temperature sensitive products resulted due to prolonged pick up time will not be refunded. 

Products ordered and delivered to any remote location, YT, NT, NU, NF and affected by extreme weather conditions cannot be refunded. 

TEMPERATURE

Sosweetcanada.ca will accept no liability for damaged products due to weather. We are not responsible for ANY merchandises damaged due to heat or humidity. 

RETURNED PARCELS      

If your order is returned to us for any of the following reasons we will refund your payment method for the product returned minus the original shipping fees and any additional fees incurred to return the products to our warehouse (including return postage, handling).

• Incorrect / Incomplete / Undeliverable address
• No one available to accept the delivery
• Order refused by the customer for any reason including damaged product/products

Please do not reject the whole order if it contains a damaged item. It will be re-shipped or refunded. Should you reject the order, it will be refunded upon return only in the amount of its total less the return shipping fee. 

Should any corrections need to be made to any incorrect shipping information at the fault of the customer, and delivery re-attempted, a standard fee of $14.50 + HST (as charged by the courier) will be added to your payment and charged to the method used for the purchase.

DAMAGED OR MISSING PRODUCTS/PARCELS

Please inspect all items carefully upon delivery. Any product damages or missing items must be communicated to us within 24 hours after the parcel is delivered. A damaged product has to be returned to us in order for a refund to be processed. Please contact customer support to request a return label. Once received, we will inspect the product and issue a refund as applicable. In some cases, a photo confirmation may be requested instead, if a product is damaged severely and cannot be shipped back. Please send a clear photo of the contents of each product to info@sosweetcanada.ca. DO NOT DISPOSE / CONSUME of the damaged product before the issue with it is resolved. Note, that if the product is not available, we will not be able to offer a refund/credit or re-ship it. 

Once a parcel is considered safely delivered by the courier, the responsibility for the package transfers to the customer. Parcels which are delivered safely, and are stolen after, are not eligible for reimbursement through our claims process. At that point, you will be limited to the eligibility for reimbursement based on the courier’s claims process, which we will be happy to assist you with.