Frequently Asked Questions
Frequently Asked Questions
Customers shopping at herschelpack.shop can use these answers for common ordering and service questions.
Orders and store information
What is this storefront? We are a U.S.-registered online retailer serving customers in Canada.
What does the order confirmation mean? You receive an order receipt after submission. We will follow up if availability, a payment problem, or a material product-listing error affects fulfilment.
How do I request an order change? Please contact support without delay; a request may be possible only while the order is unprocessed and has not been handed to the carrier.
Checkout and pricing
Are prices shown in CAD? Prices are shown in CAD unless checkout states otherwise. Applicable sales taxes and the order total are shown before you submit your order.
What card types may appear at checkout? Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover. Available methods are confirmed during checkout for the specific order.
Canadian delivery
Is there a shipping fee or order minimum? Yes. We charge no standard-shipping fee on deliveries anywhere in Canada, and no minimum spend applies.
How many business days should I allow? We normally process orders in 1–2 business days, with standard carrier transit of about 4–6 business days. The typical end-to-end estimate is 5–8 business days, subject to weather, holidays, distance, and carrier conditions.
When will tracking be sent? We email tracking information when it is available following shipment; carrier systems can take time to display progress.
What if tracking is delayed, or a parcel appears lost or damaged? Let us know the order number and we will look into the shipment with the carrier. If the parcel is damaged, notify us promptly.
What if I entered the wrong shipping address? Please alert support as soon as possible. We can try to amend the address before fulfilment or handoff but cannot ensure the change will be accepted.
Are import duties payable when the parcel arrives? The store covers the applicable Canada-bound duties, taxes, customs processing, and brokerage, so no separate import bill should be collected at delivery.
Returns, exchanges, and credits
May I send an item back if I changed my mind? You have 30 days from delivery to ask for a return or exchange, including if you no longer want the product. Obtain approval before shipping and return the included pieces where reasonably possible.
Are some items excluded from return? Any item-specific exception is disclosed before checkout when legally permitted, and cannot take away rights protected by law.
Where will the return instructions direct me? We will give you the assigned U.S. returns-centre address after approving the request. The business mailing address is not a return location.
Who covers customs and shipping for a return? You will not pay approved cross-border return costs: the store covers the label or equivalent, shipping, duties, customs clearance, brokerage, and processing. No restocking charge applies.
What can I do about a faulty or wrong item? Report the issue with your order number and images when available. After review, we will offer a suitable solution such as replacement or refund.
When will the store issue my credit? After receiving and checking the approved return, we process the refund within 10 business days. Allow an additional 5–10 business days for your financial institution to show the credit.
Privacy help and contacting the store
Where should I send a privacy or order question? Email support@herschelpack.shop or call +1 (305) 378-0156. Our customer-service schedule is weekdays, Monday to Friday, 9:00 AM–5:00 PM (local store time).