Covid-19 Update
Currently, Canada Post is running to their normal schedules. However, they are unable to make cast iron delivery commitments and are making deliveries on a best effort basis. You might experience a slight delay in receiving your package. Please check on the status of your delivery using the tracking number sent to you in your Shipping Confirmation.
For additional information please read Canada Post’s COVID-19 Delivery Policy HERE.
Our shipping SLC (Service Level Commitment)
- Orders received by 02:00 pm Mountain Time are packed and shipped the same day.
- Orders received between 02:00 p.m. Friday and 02:00 p.m. Monday are will start their journey to you on Monday. This is because Canada Post does not move stuff over the weekend. So if you place your order on Sunday morning and you get your tracking number, please don’t expect to see it activating till Monday night or Tuesday morning. In the latter case, it does not mean that your package’s journey began on Tuesday. Just that the tracking information got updated overnight.
Your Responsibility
You are responsible to ensure that the product(s) you are purchasing is legal to purchase in your jurisdiction. We do not keep tabs on this on your behalf. Everything we sell on tokintiger.com is legal to sell on our business license in the province of Alberta Canada and in Canada.
When we are not able to ship a particular type or range of products to a province in Canada, we inform our Canadian customers and ensure that we do not execute on orders of this type in Canada. Short story long, we take steps to ensure that we keep tabs on what is legal and what is not in our jurisdiction. We expect you to do the same.
Shipping Prices
- Shipping is free for all orders over CA$65 to all provinces in Canada except Nunavut, Northern Territories and Yukon Territory.
- Due to the surcharges deliveries are subjected to, we charge a flat supplement of CA$14.99 for shipments to NU, NT and YT. This will show as a ‘Handling Fee’ on your invoice.
- Orders below CA$65 will be charged a live rate provided by Canada Post at checkout.
- Because we do not believe in making money off shipping, we do not charge the flat shipping supplement for orders below CA$65 to NU, NT and YT that are directly quoted via live rate by Canada Post/ FedEx.
- The default shipping mode for all free shipping is Regular Parcel or Expedited Parcel based on availability. Cheapest rate wins. Our free shipping offer has no commercial, trade-able or financial value. If you desire to get your order sooner and if available, we will provide you with a swifter delivery option at check out. This will be a live rate offered by Canada Post/ FedEx. We do not offer any cash subsidy or cash make good if you choose to upgrade your shipping.
- The shipping rates for most items we sell are largely weight-based. To reflect the policies of the shipping companies we use, all weights are rounded up to the next full pound.
Important:
- You need to be at least 18 years old and able to provide a piece of government issued photo ID upon delivery.
- If you’re not home, your order will be deposited at your local post office for pick up by you. The package can only be handed over to the person named on the shipping label who must be over the age of 18. The address on the ID and the package must match.
- If the name and address on the package and name and address on ID don’t match, your Canada Post representative will decline delivery and return the shipment to us. In the event that we receive a return in this way, we will refund the cost of the order to the respective credit card less a 25% restocking fee and the total roundtrip cost of shipping the order to and fro.
- If your order is returned due you being underage (below the age of 18), we will be informed via a notification code we receive from Canada Post/ FedEx. The restocking fee in this case is 50% of the value of your order plus the total roundtrip shipping cost of shipping your order to you and back.
- We cannot commit to a timeframe for the refund process to be completed, as we can only execute this upon receipt of the total shipping cost from Canada Post/ FedEx. Rest assure d we do not want to hold on to your money unreasonably. We will process the refund less the above deductions within 24 hours of receiving all the relevant information from Canada Post/ FedEx.
- The above terms are non-negotiable and are not subject to haggling, threats or Humanitarian & Compassionate considerations. By ordering on tokintiger.com you agree irrevocably to be subject to the above policy conditions.
Delivery Times:
Alberta, BC & Saskatchewan: Generally 2 – 3 days
Rest of Canada: 3-4 days
The above are general timelines as communicated by Canada Post/ FedEx. Our SLC is to ship out the same day or the next working day. Where we are aware that Canada Post does two trucks or flights a day to certain destinations, we take advantage of this. Our mission is to get your order in your hands the fastest we can and we are fanatical about this.
You will receive a Shipping Confirmation with your tracking number when your order has shipped.
Packaging & Billing:
You want discreet? We got discreet!
We will ship your order in a plain brown box/ envelope with the following return address:
Tokin' Tiger
Suite 160, Kingsland Plaza
7620 Elbow Drive SW
Calgary T2V 1K2
Canada
The above company name will also reflect on your credit card statement.
DOBA (Damaged or Broken on Arrival) Policy
If you receive an item that’s broken or damaged, please inform us within 48 hours of delivery. We will need to make an insurance claim with the carrier to compensate you for your loss. You will need to take a picture and email this to us. Our customer service staff will then contact you and help you process an insurance claim.
We will not be able to process an insurance claim later than 48 hours after delivery.
Miscellaneous Shipping Mishaps
We understand that S**T happens. We got your back in cases where you’ve given us a wrong address or you’ve changed addresses and forgot to put in the right address.
If your package returns to our facility with this return reason code, you will have the option to get a refund, less the round trip shipping fees, or to get it re-mailed back to you.
Please contact us on service@tokintiger.com to initiate the reshipment process. You will have to cover the return shipping costs plus the cost to reship to you. Once payment is made, we will reship the package to your new address.
Please note that this facility only applies for a Canada Post/ FedEx reason code that states 'wrong recipient'. If you are underage or unable to provide an ID at delivery, the relevant policy will apply. We will go solely with Canada Post/ FedEx's reason code here and will not debate this.