Politique d’expédition

Shipping Policy

Last updated: [DATE]

Thank you for ordering from Fluff Mallows. Here is everything you need to know about how and when your order will reach you.

Where we ship

We ship within Ontario only. We are not able to accept orders for delivery to other provinces or outside Canada.

Local pickup is available in Guelph. Details are below.

Processing time

Orders are prepared and dispatched within 1 to 2 business days of being placed.

Business days are Monday to Friday, excluding statutory holidays in Ontario. Orders placed on a weekend or holiday are processed on the next business day.

During busy periods such as [holidays, seasonal launches], processing may take longer. We will post current timeframes on the website when this happens.

Processing time is separate from delivery time. Your total wait is processing time plus the carrier's transit time.

Shipping method and rates

We ship with Canada Post.

Service	Estimated transit time	Cost
[Service name]	[X to X business days]	[$X.XX]
[Service name]	[X to X business days]	[$X.XX]

Shipping is calculated at checkout based on your address and order size, and is shown before you pay.

[Optional: Orders over $XX ship free within Ontario.]

Transit times are estimates provided by Canada Post. They are not guarantees, and they begin from the day your parcel is collected, not the day you order.

Local pickup in Guelph

If you select local pickup at checkout, there is no shipping charge.

Pickup location: [address]
Pickup times: [days and hours]
We will email you when your order is ready. Please wait for that email before coming to collect.
Please bring your order confirmation.
Orders not collected within [X] days will be [held for collection / refunded as store credit / disposed of, as they are perishable].

If someone else is collecting on your behalf, please let us know their name in advance.

Warm weather packing

Fluff Mallows are a soft confection and are sensitive to heat.

From approximately [May] to [September], we pack orders with insulation and ice packs to protect them in transit. [Optional: A warm weather packing fee of $X.XX applies during these months and is shown at checkout.]

Even with protective packing, some softening or change of shape can happen during warm weather transit. This is normal and does not affect whether the product is safe to eat. It is not considered a defect.

To give your order the best chance:

Choose a shipping address where the parcel will not sit in the sun
Bring your parcel indoors as soon as it arrives
If your marshmallows have softened, letting them rest at room temperature indoors, or briefly in the fridge, usually helps them firm up

If a product arrives melted to the point that it cannot reasonably be eaten, that is covered by our Return and Refund Policy. Please photograph it before doing anything else.

Tracking

You will receive a shipping confirmation email with a tracking number once your order is dispatched. Tracking information can take up to 24 hours to become active on the Canada Post website.

Please check your spam or promotions folder if you do not see the email.

Delivery addresses

Please check your shipping address carefully before completing your order. We are not able to change an address once an order has been dispatched.

If you notice a mistake, contact us immediately. If your order has not yet been dispatched, we will do our best to correct it.

Fluff Mallows is not responsible for orders delivered to an incorrect address provided by the customer. If a parcel is returned to us because the address was incorrect or incomplete, we can resend it once you pay the return and reshipping costs.

Delays and service disruptions

We are not responsible for delays once a parcel is with the carrier, including delays caused by weather, high seasonal volume, or carrier service disruptions such as labour action.

If Canada Post service is disrupted, we will post an update on our website and contact affected customers. Where a disruption means we cannot dispatch your order within a reasonable time, you may cancel it for a full refund to your original payment method.

If your order has not arrived within thirty days of the delivery date we gave you, you may cancel it and receive a full refund, in accordance with Ontario law.

Lost or missing parcels

If tracking shows your parcel as delivered but you cannot find it, please:

Check around your property, with neighbours, and in any building mail room
Wait 24 hours, as parcels are occasionally scanned before they are physically delivered
Contact us through our Return & Refund Form if it still has not appeared

We will review the tracking information and help you start a carrier investigation where appropriate.

Fluff Mallows is not responsible for parcels that are lost or stolen after the carrier confirms delivery.

If a parcel appears to be lost while in transit, contact us and we will work with Canada Post to trace it.

Damaged parcels

Please inspect your order on arrival. If the outer box or the product packaging is visibly damaged, take clear photos before opening or discarding anything.

Damage in transit is covered by our Return and Refund Policy. Please report it within seven days of delivery.

Changes and cancellations

Orders can only be changed or cancelled before they enter processing. Once an order has been prepared or dispatched, it cannot be cancelled. Please see our Return and Refund Policy for what happens next.