FAQ - Frequently Asked Questions
Q: CAN I CHANGE MY SHIPPING ADDRESS?
A: If you need to make an address change, please email us through our contact page within 30 minutes of the order being placed. We will try our best to change the shipping address, but we can’t make any guarantees. However, once a label has been generated, we cannot change the shipping address.
Please double-check the shipping address and confirm any unit/apartment numbers or special instructions before completing the order. An extra delivery fee will be applied if missed due to the receiver's issue.
Q: MY ORDER SEEMS LOST. WHAT DO I DO?
A: Once your order has been shipped, we are not responsible for lost or missing packages - however, if something seems off with your delivery, we’re here to help.
Please email us at hello@handsomecreatures.ca if you believe your package may be lost, and our team will start an investigation with the shipping carrier right away.
While we’re unable to offer refunds for lost packages, we’ll do our best to help locate your order. If the carrier confirms the package is missing after the investigation is complete, we’ll happily send a replacement package your way.
Q: MY TRACKING IS SHOWING DELIVERED, BUT I DIDN’T GET MY ORDER.
A: If your shipping address is an apartment or condo building, UPS, FedEx, or Purolator may leave your package with a concierge, security desk, or in a parcel locker/mail room if available.
For community mailbox deliveries, you may receive a key in your mailbox for a larger parcel locker. We also recommend checking with neighbours or anyone in your household who may have accepted the package on your behalf.
If your tracking information shows the package as delivered but you’re unable to locate it, please reach out to us, and we’ll gladly open an investigation with the shipping carrier.
Please note that we do not offer refunds for packages marked as delivered by the carrier tracking system.
Q: HOW LONG WILL IT TAKE TO GET MY ORDER?
A: Delivery times may vary depending on your location. You’ll find your estimated delivery window and shipping details in your order confirmation email.
Once your package leaves our warehouse and is with the shipping carrier, delays caused by weather, high shipping volumes, or transit interruptions are unfortunately outside of our control.
For the latest updates on your delivery, we recommend checking your tracking number, which will always provide the most current status of your package.
Q: ARE THERE ANY CUSTOMS OR DUTIES FOR INTERNATIONAL ORDERS?
A: For international orders, customs fees, import duties, or local taxes may be charged by your country once the package arrives.
These charges are not included in our product or shipping prices and are the responsibility of the customer. Since customs policies and fees vary by country, we’re unfortunately unable to estimate these costs in advance.