Shipping policy

Shipping Policy

Last updated: September 10, 2026

Every PRESENCE cap is made to order just for you. That means your order goes through two steps before it reaches you: production and shipping.

Production Time

Once you place your order, your cap is made and prepared for shipping within 2–5 business days. Business days are Monday to Friday, not including holidays. The day you place your order doesn't count, so production starts the next business day.

During busy periods, such as holidays or product launches, production may take a little longer.

Shipping Time

After your order ships, estimated delivery times are:

Destination	Shipping time	Estimated total (production + shipping)
Canada	3–5 business days (up to 12 to Atlantic Canada)	5–10 business days (up to 17 to Atlantic Canada)
United States	3–4 business days	5–9 business days
International	5–20 business days	7–25 business days

These are estimates, not guarantees. Delays can happen because of carriers, weather, customs, or high order volume.

Shipping Costs

Shipping costs are calculated at checkout based on your location and order.

Tracking Your Order

As soon as your order ships, you'll receive an email with a tracking number so you can follow your package.

Multiple Caps in One Order

To protect their shape, caps are individually packaged. If you order more than one, they may arrive in separate packages, possibly on different days. Each package will have its own tracking number.

Customs, Duties, and Taxes

Canada: Duties and import fees are prepaid, so you won't pay anything extra on delivery.
United States: Orders are shipped domestically, so no customs fees are expected.
Other countries: Your order may be charged import duties or taxes by your country's customs office. These fees are set by your local government and are the customer's responsibility.

Wrong or Incomplete Address

Please double-check your shipping address before placing your order. We aren't responsible for orders delivered to an incorrect or incomplete address provided at checkout. If a package is returned to us because of an address error, we'll contact you, and reshipping will be at your cost.

If you notice a mistake in your address, email us right away. We'll do our best to fix it, but we can't make changes once your order has gone into production.

Lost, Late, or Damaged Packages

Late orders: If your order hasn't arrived by the estimated delivery date, please wait 3 more business days, since small delays are common. If it still hasn't arrived, contact us and we'll help.
Lost packages: If tracking shows your package as delivered but you can't find it, check with neighbours and your building's mailroom first. Then contact us within 14 days of the estimated delivery date and we'll look into it. Once tracking confirms a package was delivered to the address provided, we're not responsible for packages that are lost or stolen after delivery.
Damaged, defective, or wrong items: Please inspect your order as soon as it arrives. If your item is defective or damaged, or you received the wrong item, email us at info@presenceclo.com within 3 days of receiving it, so we can evaluate the issue and make it right. All sales are final, so we don't accept returns or exchanges otherwise. See our Refund Policy for details.