Shipping policy

🚚 Shipping & Delivery

We currently ship from Canada to Canada and the United States.

  • Processing time: 3–7 business days to prepare, pack, and hand your parcel to the carrier.

  • Transit time: Usually 7–15 business days, depending on your location, local customs, and the shipping carrier.
    (Delays caused by weather, holidays, or customs are outside of our control, but we’ll do our best to support you.)

1. Before your order is shipped

Order changes & cancellation

  • Once an order is placed, we do not generally accept cancellations or refunds for change of mind.

  • If you made a mistake and email us before the parcel has been shipped, we’ll review your case.

    • If it is still in processing and your reason is reasonable, we may approve a cancellation and issue a refund.

    • If the parcel has already been prepared or shipped, we can no longer cancel the order.

Shipping address check

  • We ship to the exact address you provide at checkout.

  • Please make sure your address is complete and accurate, and can be found on online maps.

  • If you live in an apartment, please include your unit / floor / room number and any building access details.

If we notice clearly incomplete information (for example, missing apartment number), we may email you to confirm.
If there is no reply within 3 days, your order may be cancelled and refunded to avoid parcels being lost.

2. After your order has been shipped

Once your parcel has been handed over to the carrier and a tracking number has been created:

Address changes

  • The shipping address can no longer be modified.

  • If you realise there is an error, please contact the local courier or postal service directly using your tracking number.
    We can provide basic information, but we cannot guarantee that the carrier will update the address.

Parcels returned due to address issues

  • If the parcel is returned to the logistics warehouse because of an inaccurate or incomplete address, or because the courier cannot access the property, we can help arrange a reshipment to the same city/region.

  • Any additional reshipping fee will need to be covered by the buyer.

  • Original shipping costs are non-refundable in these cases.

Tracking information

  • Tracking updates are provided by the carrier. There may be gaps in scanning, especially during busy seasons.

  • If there has been no movement on the tracking for a long time, you can contact us and we’ll help you check with the carrier.

3. After tracking shows “Delivered”

Lost in transit (not delivered)

  • If tracking clearly shows that the parcel is stuck or lost in transit and there is no final “delivered” scan, we will contact the carrier to open an investigation.

  • Once the carrier confirms the parcel is lost, we will arrange a replacement or refund, depending on stock and your preference.

Status “Delivered” but you didn’t receive it
If the tracking status shows “delivered”, but you cannot find your parcel, please:

  1. Check with family members / roommates / neighbours, and your building’s front desk, parcel room, or mailbox area;

  2. Verify the delivery address and delivery time shown in the tracking;

  3. Contact the local courier or postal service for more details.

If the courier provides proof of delivery (such as GPS or delivery photo) and confirms that the parcel was delivered to the correct address, the issue may be considered a case of package theft.
In this situation, we recommend filing a report with your local authority or building management. We will fully cooperate with any investigation, but we cannot guarantee a free replacement once the carrier has officially confirmed successful delivery.

If you have any questions, please email us at contact@studscoop.com.