Shipping policy

Shipping Policy

Last updated: October 27, 2026.

Every PRESENCE piece is made to order. Nothing sits in a warehouse: yours is made after you order it, then shipped straight to you.

Delivery Time

Estimated delivery from the day you order, including the time to make your piece and ship it:

Canada: 6–22 business days
United States: 5–9 business days
International: 7–25 business days

Business days are Monday to Friday, not including holidays. These are estimates, not guarantees: carriers, weather, customs, and busy periods like holidays or launches can add time.

Shipping Costs

Shipping is free on every order within Canada. Outside Canada, shipping is calculated at checkout.

Tracking Your Order

You'll get an email with a tracking number as soon as your order ships. If you order more than one item, they may ship separately, each with 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 local customs office may charge import duties or taxes. These are set by your government and are the customer's responsibility.

Wrong or Incomplete Address

Please check your shipping address before you order. If you spot a mistake, email us right away: we can fix it until your order goes into production, but not after.

We aren't responsible for orders delivered to an incorrect or incomplete address provided at checkout. If a package comes back to us because of an address error, we'll contact you, and reshipping will be at your cost.

Late, Lost, or Damaged Orders

Late: If your order hasn't arrived by the estimated delivery date, give it 3 more business days. If it still hasn't arrived, email us and we'll track it down.
Lost: If tracking says delivered but you can't find it, check with neighbours and your building's mailroom, then email us within 7 days of the estimated delivery date. Once tracking confirms delivery to the address provided, we're not responsible for packages lost or stolen afterwards.
Damaged, defective, or wrong item: Email us at info@presenceclo.com within 7 days of delivery, and we'll replace or refund it at no cost to you.