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Shipping Policy – CollaGum

At CollaGum, we're committed to making your delivery experience simple, reliable and transparent. This policy outlines where we ship from, where we deliver, how your order is shipped and what you can expect in terms of delivery times.

Nothing in this policy is intended to exclude, restrict or limit any rights available to consumers under applicable Canadian federal, provincial or territorial consumer protection legislation.

Where We Ship From

CollaGum is an online retailer serving customers across Canada.

Our products are dispatched from an overseas fulfilment facility located in China.

Once your parcel arrives in Canada, final delivery is completed by Canada Post or one of our local courier partners, depending on the destination and available delivery services.

Because our products are shipped internationally rather than from a warehouse located in Canada, delivery times may be longer than those offered by retailers holding stock locally.

Please review the estimated processing and delivery times below before placing your order.

Delivery Area

  • We currently deliver to eligible residential and business addresses across Canada.
  • Delivery availability may vary for certain remote or difficult-to-access locations.
  • International shipping outside Canada is not available at this time.
  • If we are unable to deliver to your address, we will notify you and provide an appropriate refund where payment has already been collected.

Shipping Costs

  • We offer free standard shipping across Canada on all orders placed through our website.
  • There are no additional standard shipping charges at checkout.
  • Any applicable taxes, customs duties or import-related charges will be handled as described below and disclosed where required by applicable law.

Customs Duties & Import Taxes

Because our products are shipped from an overseas fulfilment facility, orders may be subject to customs inspections, import duties, taxes or other charges imposed by Canadian authorities.

Where applicable, any import-related charges payable by the customer will be clearly disclosed in accordance with applicable Canadian consumer protection legislation.

Customers will not be charged undisclosed shipping or import fees by CollaGum.

Any customs duties, import taxes or additional charges will be handled in accordance with applicable Canadian law and the shipping terms communicated during checkout.

Delivery Address

  • Orders are delivered to the address provided at checkout.
  • Please ensure your full name, street address, apartment or unit number (if applicable), city, province or territory, postal code and other delivery details are complete and accurate before placing your order.
  • We cannot guarantee that delivery details can be changed once an order has entered processing or has been dispatched.
  • If you notice an error in your delivery information, please contact us as soon as possible at info@collagumcanada.com.

We will make reasonable efforts to accommodate address changes where possible.

Nothing in this section limits any rights available under applicable Canadian consumer protection legislation.

Shipping & Delivery Transparency

To provide customers with competitive prices and carefully selected products, our orders are dispatched directly from our international distribution facilities.

We work with international logistics providers and Canadian delivery partners to transport orders from our fulfilment centre to their final destinations.

Final delivery within Canada may be completed by Canada Post or another authorized courier partner.

Our estimated shipping and delivery times are as follows:

  • Processing Time: 1–3 business days.
  • Estimated Delivery Time: 4–9 business days after dispatch.
  • Estimated Total Time: 5–12 business days from the date of purchase.

Business days generally exclude Saturdays, Sundays and applicable public holidays.

These delivery times are estimates and may vary depending on the destination, customs processing, carrier operations and other circumstances affecting international shipments.

Deliveries to rural, remote or northern Canadian communities may require additional time.

Where applicable Canadian consumer protection legislation establishes mandatory delivery deadlines, cancellation rights or other requirements, those legal provisions will take precedence over these estimates.

We recommend reviewing the estimated delivery timeframe before completing your purchase.

Tracking

Once your order has been dispatched, a tracking number will be sent to the email address provided at checkout.

You can use this tracking number to follow the progress of your shipment through the relevant logistics provider.

Please allow some time for tracking information to become available after receiving your dispatch confirmation.

Tracking updates may occasionally be delayed while a parcel is moving between international logistics facilities, undergoing customs clearance or being transferred to a Canadian delivery partner.

If your tracking information has not updated for an extended period, please contact us at info@collagumcanada.com.

Our customer service team will assist you in investigating the status of your shipment.

Lost or Delayed Parcels in Transit

If your tracking has not updated for an extended period, or you believe your parcel has been lost in transit, please contact us at info@collagumcanada.com.

We will investigate the situation with the relevant shipping carrier.

Where an order is confirmed lost in transit before delivery, we will arrange an appropriate replacement or refund.

If a replacement is unavailable or a refund is required under applicable Canadian consumer protection legislation, we will provide the appropriate refund.

Customers will not be required to accept store credit instead of a monetary refund where a refund is legally required.

Nothing in this section limits any rights or remedies available under applicable Canadian federal, provincial or territorial consumer protection legislation.

Undeliverable & Returned Parcels

If a parcel is returned to us due to an incorrect or incomplete delivery address, failure to collect the parcel, or other circumstances outside our reasonable control, additional delivery charges may apply if the order needs to be resent.

Any additional charges will be communicated to the customer before a replacement shipment is arranged.

We will not impose additional delivery charges where doing so would violate applicable Canadian consumer protection legislation.

If a parcel is returned due to an error on our part or that of our delivery partners, we will work to resolve the issue without imposing unjustified additional costs on the customer.

Please check your delivery details carefully before completing your purchase.

Delivery Delays

While we do our best to ensure orders arrive within the estimated timeframe, occasional delays may occur due to circumstances outside our reasonable control, including:

  • Severe weather conditions, including snowstorms and other extreme Canadian weather events.
  • Customs inspections or international transit delays.
  • Canada Post or other courier delays.
  • Public holidays and peak shopping periods.
  • Delivery disruptions, transportation interruptions or logistical difficulties.
  • Deliveries to rural, remote or northern Canadian communities.
  • Other unexpected circumstances affecting international shipping operations.

We appreciate your patience if your order is affected by an unexpected delay.

If we become aware of a significant delivery disruption affecting your order, we will make reasonable efforts to provide updated information.

Your Rights in Case of Delivery Delays

Canadian consumers may have statutory cancellation and refund rights where an online purchase is not delivered within the timeframe required by applicable provincial or territorial consumer protection legislation.

Depending on the province or territory and the circumstances of the purchase, these rights may arise where:

  • The product is not delivered within the agreed delivery period.
  • The retailer fails to meet a mandatory statutory delivery deadline.
  • Required information about delivery was not provided before purchase.
  • Other circumstances give rise to cancellation or refund rights under applicable consumer protection legislation.

Where a customer is legally entitled to cancel an order because of a delivery delay, CollaGum will respect that right and provide any refund required by applicable law.

Nothing in this Shipping Policy limits or overrides mandatory consumer rights relating to delivery deadlines, order cancellation or refunds.

Canadian Consumer Protection Rights

CollaGum is committed to respecting applicable Canadian consumer protection legislation.

Depending on the customer's province or territory, relevant legislation may include:

  • The Consumer Protection Act, 2002 (Ontario), where applicable.
  • The Consumer Protection Act (Quebec).
  • The Civil Code of Québec.
  • The Business Practices and Consumer Protection Act (British Columbia).
  • The Consumer Protection Act (Alberta).
  • Other applicable provincial and territorial consumer protection legislation.

These laws may establish specific requirements relating to online purchases, delivery disclosures, contractual obligations, cancellation rights and refunds.

Online Purchase Information

Where required by applicable law, customers will be provided with relevant information before completing their purchase, including:

  • Product descriptions.
  • Product prices.
  • Applicable taxes and additional charges.
  • Shipping costs.
  • Estimated delivery times.
  • Relevant cancellation and refund conditions.
  • Business contact information.

Delivery Obligations

We will make reasonable efforts to deliver orders within the estimated timeframe communicated at checkout.

Where applicable legislation imposes mandatory delivery requirements, those requirements will prevail over any inconsistent provision of this Shipping Policy.

Cancellation and Refund Rights

Customers may have statutory rights to cancel online purchases and request refunds in circumstances specified by applicable Canadian consumer protection legislation.

These rights may vary depending on the province or territory of residence.

Nothing in this policy requires customers to waive statutory rights or remedies that cannot legally be waived.

Quebec Customers

Customers residing in Quebec retain all mandatory rights and protections provided under applicable Quebec legislation, including the Consumer Protection Act and the Civil Code of Québec.

Where applicable, these protections include requirements concerning distance contracts, delivery obligations, cancellation rights and refunds.

The fact that products are dispatched from an international fulfilment facility does not, by itself, eliminate mandatory consumer protections applicable to purchases made by Quebec residents.

Questions About Your Delivery

If you have any questions about your order, shipping status or delivery, please contact our customer service team:

CollaGum


Email: info@collagumcanada.com

We'll be happy to assist you.