Customer Support/Shipping

Support

For questions and help with orders already placed or received, please email support@roedayos.ca and include your order number or name. We attempt to respond as quickly as possible, it may take 1-3 business days. Due to many app restrictions on social media platforms, we can not help you via social media with an order already placed, this email is monitored, and specifically created to ensure that you get support before anyone else!

Shipping

Processing times are currently 1-3 days, custom and handmade items may take longer. Paybright/Afterpay/Klarna orders will be processed after 48 hours 2-4 days to complete the financing. 

Xpresspost ,Priority and UPS EXPRESS shipping are processed within 24 hours Monday-Friday.

Once processed, your item will be shipped and you will receive a shipping confirmation email. If you chose tracked, the tracking information will be included in the email. If there is no tracking information, you did not chose tracked and your email is confirmation of shipment.

We do not ship on weekends, or holidays. orders placed on Friday, Saturday and Sunday are sent out on Monday and Tuesday. Orders placed on holiday weekends are sent out the next open business day for UPS and Canada Post. 

Delivery estimates:

UPS ground is currently at 4-8 business days and includes tracking and insurance

Canada Post  is currently at 4-10 business days and includes tracking and insurance

Small packet international tracked package is currently at 1-3 business weeks and includes tracking and insurance.

Small packet international air regular is currently at 3-6 business weeks to the USA and 4-10 business weeks to all other countries and does NOT include tracking or insurance.

If paying by PayPal you must choose tracked shipping.
If you do not chose a tracked method we will email you an invoice to upgrade to the least expensive tracked option and will not process your order until payment is received.

We recommend you chose UPS shipping for customs pre clearance, automatic insurance and speedier delivery times. UPS is normally 4-8 business days 

Due to covid-19 all carriers have suspended any time guarantees. Your delivery estimate is an estimate only and may take longer, depending on your local area's covid-19 impacts. If you have not received your package within 14 days of the longest estimate please first check your tracking information for any information and updates from the carrier and contact the carrier (UPS/CANPOST/USPS) with your tracking information as they have the relevant information and need to communicate with you to address any delivery issues.

If you need additional assistance after completing these steps please email us at support@roedayos.ca.

For International customers please note there is untracked and tracked shipping options at checkout. You will only receive tracking information if you chose tracked parcel. No tracking number is created if you choose no tracking.

If you have no tracking, none of our tracking software will update from order received. This does not mean it was not shipped. Check your junk mail folder if you haven't seen your shipping notification within 7 days of placing your order (unless it is a pre order with an expected date) email us at support@roedayos.ca if you would like it to be resent.

Please wait 7days past the full estimated time of arrival has passed before emailing us to enquire as we can not do anything for packages that have not arrived before the longest estimate plus 7 days. 

Stolen/Undeliverable or missing packages 

We will work with you to help you file a claim with the carrier but you must report it as stolen or missing with them, in order for us to be able to open an investigation and ask for proof of delivery from the carrier. Once we ship items we no longer have any control over them, how long it takes, where it is delivered, it is up to the carrier to deliver it.

Refunds are not given for stolen or missing packages, or incorrect address' on packages. Exchange or store credit will be provided for tracked packages once it is approved for claim with the carrier. We will work with you to find a solution but you must let us know if you have not received your package within 30 days in Canada and the USA and 70 days for all other countries. Email support@roedayos.ca

When you purchase tracked shipping it includes insurance of up to $100 for product reimbursement. If the package is tracked we will submit for reimbursement and reship the package once approved, If you chose untracked shipping you will not have insurance and must contact the mail carrier for help as it is not trackable or insured. For purchases to be insured, we recommend choosing one of the tracked shipping options available to you at checkout, if you wish to insure for over $100 please contact us at roedayos.ca or via chat on the main page.

If package is returned to sender for wrong address or missed pick up, return to sender, or refusal, there is a fee incurred that we may need to collect before re shipping the item. We do not refund shipping costs or pay shipping costs to reship if you supplied the wrong address. 
If you supply wrong address we will reship when we receive the items back and you have payed the new cost of shipping and the return to sender fee. (we are billed for and pay for every direction the package makes) If you chose not to pay these fees, we will refund you the balance paid minus the actual shipping and return to sender fees we are charged. Please double check ship to address to avoid these fees.

Please call your local post to enquire about your package if it has been some time or longer than estimated or shows delivered by your tracking.

More info on shipping/packages/delays/missing/stolen packages are available in our return/exchange policy 

PayPal

If paying by PayPal you must choose tracked shipping. If any orders are untracked and paid by PayPal an invoice will be sent for the balance on the most inexpensive tracked option.

Please note when paying by PayPal express,any order notes / special instructions might not be saved. Please email us at support@roedayos.ca if paying by PayPal and have special instructions.

Covid-19

Please note due to covid-19 all shipping services are only current estimates on delivery, it may take longer depending on your local delivery schedule, it is up to them to deliver the package, and any questions about shipping should be directed to the carrier.

Special instructions/Notes

We will always attempt to fill special requests when able. Sometimes we can not due to availability, preorders, size requirements ect. If you have special requests in your notes please double check that it was saved after you placed the order. If there are no notes in your order when you check, then we did not receive them- please email us at support@roedayos.ca with your order number and requests so we can make sure to see them!

DUTIES/TAXES/VAT

Any duties taxes or vat is up to the receiving country at customs to apply, and is the responsibility of the receiver to pay. Our prices include tax for Canadians but we do not charge any tax or Vat for international orders.