Shipping Policy

This Shipping Policy explains how Tiendas Helena processes and delivers orders. Please read it together with our Terms of Sale.

1. Order Processing

Orders are generally processed within 1 to 3 business days after payment is successfully confirmed.

2. Order Confirmation

After placing an order, you will receive an order confirmation by email. This confirms receipt of your order, not acceptance.

3. Shipping Destinations

We ship to addresses within Canada and may offer international shipping to selected destinations.

4. Shipping Rates

Shipping rates are calculated and displayed at checkout before you complete your order.

5. Currency, Taxes and Sales Tax

Prices are displayed in Canadian dollars. Where applicable, HST is applied in accordance with applicable tax rules and shown at checkout.

6. Estimated Delivery Timeframes

Estimated delivery timeframes are provided at checkout or by email. These are estimates and not guaranteed delivery dates.

7. Internet Sales Contract Delivery Information

Where a purchase by an Ontario consumer constitutes an internet sales contract, applicable delivery information and timeframes form part of the contract information provided to you.

8. Business Days

Business days are Monday through Friday, excluding Canadian national public holidays, Ontario public holidays, carrier closure days, and exceptional operational closure periods.

9. Delivery and Non-Delivery Rights

If your order is not delivered within a reasonable time, please contact us so we can investigate and provide an appropriate remedy in accordance with your rights.

10. Dispatch Confirmation and Tracking

When your order is dispatched, we will send a confirmation email with tracking information where available.

11. Delivery Delays

Delivery may occasionally be delayed due to carrier issues, weather, peak periods, or other factors outside our reasonable control.

12. Incorrect or Incomplete Address

Please ensure your shipping address is correct and complete. We are not responsible for delays or losses caused by an incorrect or incomplete address.

13. Lost Parcels

If your parcel appears lost in transit, contact us so we can open an investigation with the carrier and arrange an appropriate remedy.

14. Parcels Marked Delivered but Not Received

If tracking shows delivery but you have not received your parcel, please contact us so we can assist with the carrier.

15. Parcels Arriving Damaged

If your parcel arrives damaged, please contact us promptly with photos so we can arrange an appropriate remedy.

16. International Shipping

Where international shipping is offered, delivery timeframes vary by destination and customs processing.

17. Customs Duties, Import Taxes and Brokerage

International orders may be subject to customs duties, import taxes, brokerage, or fees charged by the destination country. These are the responsibility of the customer.

18. Refused International Deliveries

If an international delivery is refused or unclaimed, any return, duties, or fees incurred may be deducted from a refund where applicable.

19. Split Shipments

Occasionally, orders may be shipped in multiple parcels. You will be notified where this applies.

20. Changes or Cancellations Before Dispatch

If you need to change or cancel an order, contact us as soon as possible. We will accommodate requests where the order has not yet been dispatched.

21. Contact

For shipping enquiries, contact support@tiendashelena.ca or call +1 (905) 555-0163. Our business address is 2523 Waterford St, Oakville, ON L6L 5E5, Canada.