Shipping policy

Clara & Moss — Shipping Policy

At Clara & Moss, we want your order handled carefully, clearly, and as quickly as possible. This policy explains how we process and ship orders placed through claramoss.com.

Where we ship: Canada only, including all provinces and territories
Processing time: 1-3 business days for 90% of orders
Delivery time: 4-7 business days after dispatch
Total estimated time: 5-12 business days from order to delivery
Shipping cost: free on all orders within Canada
Currency: all prices are shown and charged in CAD
Import duties and taxes: paid by us, never charged to you on delivery
Tracking: sent by email once your order is dispatched, where available
Business days: Monday to Friday, excluding public holidays

Order Processing Time
After your order is placed, please allow 1-3 business days for processing for 90% of orders. During this time we review your order, confirm your shipping details, and prepare it for dispatch. Orders placed on a weekend or public holiday are processed on the next business day.

Shipping Time
After your order has been dispatched, delivery usually takes 4-12 business days. Delivery times are estimates and may vary due to carrier delays, customs checks, peak sale periods, public holidays, incorrect address details, or other circumstances outside our control.

Where We Ship
We currently ship to addresses in Canada only, including all provinces and territories. We do not ship internationally at this time. Deliveries to remote or northern postal codes may take longer than the estimates above. We cannot ship to freight forwarding addresses.

Shipping Costs
Shipping is free on all orders delivered within Canada. There are no handling fees, packaging fees, or surcharges. The price shown at checkout in CAD is the total price you pay.

Direct Supplier Shipping
In many cases, we ship products directly from our trusted suppliers rather than routing through a warehouse first. This removes a handling step and gets your order moving sooner. It also means some parcels are shipped from overseas. This is reflected in the delivery estimates above. If your order contains several items, they may arrive separately, in more than one parcel and on different days. You are never charged extra for a split delivery.

Customs, Duties, and Import Charges
All import duties, customs charges, and taxes on parcels entering Canada are covered by Clara & Moss. You will never be asked to pay additional charges to receive your order. If a carrier ever contacts you asking for payment before delivery, do not pay it. Contact us first at info@claramoss.com and we will resolve it with the carrier.

Shipping Carriers and Tracking
Depending on the product and delivery address, orders may be shipped with Canada Post, local delivery partners, or international shipping partners. Once your order has been dispatched, we email you a tracking number where tracking is available. Please allow a few days for the first scan to appear.

Incorrect Shipping Details
Please check your shipping details carefully before placing your order. If you spot a mistake, email us straight away at info@claramoss.com. Once an order has been processed or shipped, the delivery address can no longer be changed.

Delayed Orders
If your order has not arrived within the estimated delivery timeframe, contact us with your name, order number, and the email used to place the order. We will trace your order with the carrier and let you know the next steps.

Lost or Missing Parcels
If tracking shows your parcel as delivered but you have not received it, please first check with others in your household, your neighbours, and your local post office. If you still cannot find it, contact us within 14 days of the delivery scan and we will investigate with the carrier and arrange a replacement or refund where the parcel cannot be located.

Damaged Parcels and Returns
If your parcel arrives damaged, take photos of the packaging and item before unpacking further and email them to us. For returns, exchanges, and refunds, see our Return Policy, which gives you 30 days from delivery to request a return.

Contact Information
Email: info@claramoss.com
Business Hours: Monday to Friday, 9AM to 5PM

Business Information
Trading name: Clara & Moss (operated by huisengoederen)
Registration number: 91972256
Address:
Nieuweweg 22A
3755 AD Eemnes
Netherlands