Delivery and Returns
What are the shipping options + how long will my parcel take to get to me?
Delivery is available in Canada. After 1 business day processing please allow for the below approximate time frames:
- Standard Canada Tracked - $6.99 (2-8 business days*) - $50+ free shipping.
* Please note the above shipping timelines are estimates and not guaranteed. Sometimes there may be delays – e.g. carrier delays, logistics, bad weather or things out of our control. Our team can be reached via our contact us page with any further queries you have.
We are a certified carbon net zero company, so your shipping is planet friendly.
Why don't you offer untracked shipping?
Unfortunately, we are currently unable to offer untracked shipping due to a high number of orders going missing in transit. We want to ensure all orders reach customers as quickly and efficiently as possible.
Where is my order?
Please check your order confirmation email. This will tell you how long your order should take. You will receive a tracking reference which you can use to monitor the delivery.
I haven’t received a confirmation email and I placed my order over 24 hours ago, what shall I do?
Please email customer service at firstname.lastname@example.org and they will be able to help with the issue.
My tracking number isn’t working, what shall I do?
Please wait 24hrs from when you receive the tracking number as it does not activate until it's picked up by the delivery company. If it's still not working, please contact email@example.com with your name and order number.
My items still haven’t been shipped and I haven’t received a refund, what shall I do?
Please contact firstname.lastname@example.org with your name and order number.
I placed an order over a week ago and haven’t heard anything since my confirmation email - can I get an update on my order?
Please refer to your tracking details and if you need further help, email our customer service team on email@example.com
Refunds, Exchanges & Returns
60-day satisfaction guarantee
As of May 2022, The INKEY List operates a 60-day satisfaction guarantee. If you aren't satisfied with The INKEY List products, we will help you find an alternative product or give you your money back!
- Guarantee is valid 60 days from when the customer receives their order.
- Only valid on purchases made on ca.theinkeylist.com
- Customer's must have used at least 1 product to be eligible to claim.
- Customers can only claim up to 3 times per year per customer.
- 1 claim valid per product
- No return of products is necessary to be eligible to claim.
- We reserve the right to deny any claim if the customer does not follow subsequent advice.
I have changed my mind, can I return a product and receive a refund?
Currently we are unable to accept returns, however please contact firstname.lastname@example.org within 30 working days and the team will advise you on next steps. Please see more information regarding your consumer rights here
There is an issue with my product or I have had the incorrect products arrive, what do I do?
We are sorry hear that! Please contact the team at email@example.com within 30 working days and we will be happy to help.