Shipping policy

Shipping Policy

Shipping Within Canada

We currently ship orders across Canada.

Shipping costs are calculated and displayed at checkout based on your location, order size, and shipping method available for your order.

Once your order has shipped, you will receive a shipping confirmation with tracking information, where available.

Please make sure your shipping address is accurate and complete before placing your order. We are not responsible for delays, additional shipping costs, or packages that cannot be delivered due to an incorrect or incomplete address provided at checkout.

Processing Times

Orders are typically processed and prepared for shipment within 2-3 weeks.

Processing times may be longer during holidays, sales, new product launches, or other periods of high order volume. Processing time is separate from the shipping time provided by the carrier.

Please note that shipping times are estimates and are not guaranteed. Once an order has been handed over to the shipping carrier, delivery times are outside of our control.

Shipping Outside Canada

We primarily ship within Canada. International orders may be accepted on a case-by-case basis.

Customers located outside Canada are responsible for all additional costs associated with international shipping, including, but not limited to:

International shipping charges
Customs duties
Import taxes
Brokerage or handling fees
Currency conversion or foreign transaction fees
Any other fees charged by the destination country, customs authority, or shipping carrier

These charges are not included in the product price or standard Canadian shipping rates and may be collected before or upon delivery.

The customer is responsible for understanding and paying any applicable duties, taxes, or fees required to import an order into their country.

We are not responsible for delays caused by customs, border inspections, or other international shipping processes.

Lost, Stolen, or Delayed Packages

Once an order has been shipped, it is in the possession of the shipping carrier. While we will do our best to assist with shipping issues, we cannot guarantee delivery times or be responsible for delays caused by the carrier.

If your tracking information indicates that your package has been delivered but you cannot locate it, please first check with household members, neighbours, and your local carrier.

For packages that are lost in transit, please contact us at hello@moonlitglassworks.com and we will work with you to determine the appropriate next steps.

Damaged Packages

Our stained glass pieces are carefully packaged for shipping. However, damage can occasionally occur during transit.

Please inspect your order as soon as it arrives. If your item arrives damaged, please contact us promptly at hello@moonlitglassworks.com and include your order number and clear photographs of the damaged item and packaging.

Please do not discard the packaging until the issue has been resolved, as photographs of the packaging may be required for a shipping claim.

For more information about returns, refunds, or damaged items, please see our Return & Exchange Policy.

Address Changes

If you need to change your shipping address after placing an order, please contact us as soon as possible at hello@moonlitglassworks.com.

We cannot guarantee that an address can be changed once an order has been processed or shipped.

If an order is returned to us because of an incorrect or incomplete address, the customer may be responsible for any additional shipping costs required to resend the package.