The Chameleon Sisters ("us", "we", or "our") operates the www.thechameleonsisters.com website (hereinafter referred to as the "Service"). By placing an order through this website, you will agree to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to protect and set expectations on our service mutually.
An update about COVID-19
With the ongoing situation around COVID-19, we wanted to share an update with you. These are uncertain times, but we are sure about one thing: putting the health and safety of our team and our customers first are key.
We are doing everything we can to ensure the continued sanitization of all our products and facilities. Our team is committed to staying healthy and helping our customers stay healthy, too.
We apologize for any delays in getting your order to you. Production or shipping may be impacted by global issues beyond our control, and cause a bit of a wait.
We hope to maintain regular order shipments as best we can, and we appreciate your patience.
Canada and United States
Where do you ship from?
We ship orders from our head office located in Markham, Ontario.
What service carrier do you use to ship my order?
We use Canada Post for all of our shipping orders.
Shipping costs will vary based on package weight, dimensions. The shipping fee will then be added to the total and will get collected within the total purchase price.
Processing and Shipping
Please allow 1-3 business days for processing your order. Shipping times are based on orders placed between Monday-Friday, and all orders received after 3:00 PM EST will begin processing the next business day. Please note that processing and shipping orders do not include during weekends or holidays.
Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. The Chameleon Sisters encourage you to be aware of these potential costs before placing an order with us. If you refuse to pay duties and taxes upon arrival at your destination country, the goods will get returned to The Chameleon Sisters at the customers' expense, and the cost of the initial shipping will not be refunded.
Delayed Shipment from Carrier
The Chameleon Sisters are not responsible for any delays in delivery due to events that are out of our control, including transportation failures, labor strikes, or acts of nature.
How will I know when my order has been shipped?
When your order is ready to be shipped, we will send you a Shipping Confirmation email along with your tracking number when your order has been shipped.
All of our orders are shipped within 1-3 business days after the order has been placed. Once your order are fulfilled, you'll get an email with a tracking number and the status of your tracking information may take up to 24-48 hours to update. To track your order, click on the tracking number provided that was sent to your email.
Due to COVID-19 impacts, Canada Post may suspend their On-time Delivery Guarantees until further notice. Please check the tracking link in your Ship Confirmation email for updates.
Visit canadapost.ca/track or call Customer Service at 1-866-607-6301.
Canada Post Delivery Service Alerts
For updated information on mail delivery interruptions, please refer to the Delivery Service Alerts.
To track an order using My Account
1. Visit the "My Account" area if you created an account with us.
2. You will need to sign in to access your account information.
3. Under "Order History," select the order number to see all the purchase and shipping details.
If you receive your confirmation email after 3:00 PM EST on a Friday, please allow it until the following Monday for tracking to become available.
To track an order using Guest checkout
You will receive an email with the tracking number provided and a link to the shipping carrier site. If you receive your confirmation email after 3:00 PM EST on a Friday, please allow it until the following Monday for tracking to become available.
If you are planning to cancel your order within 1-3 business days from the day of purchase, we can accept cancellations and refunds at any time before shipping. However, If an order has already been dispatched within 1-3 business days of processing your order with your shipping confirmation details and tracking number, you will expect to receive the goods and will be responsible for shipping back the order to The Chameleon Sisters return address at the customers' own expense, and the cost of the initial shipping will not be refunded.
Products may be received damaged due to transit. If a product is damaged, the customer has to report the mistake within five days after receiving the package at email@example.com. If the product is verified defective, after an internal investigation, The Chameleon Sisters will resend the correct product (no additional charges), and the customer can keep the original product.
Wrong Item Received
If the customer receives the wrong product by our shipping department, the customer has to report the mistake within five days after receiving the package at firstname.lastname@example.org. If the shipped product is verified incorrectly, after an internal investigation, The Chameleon Sisters will resend the correct product (no additional charges), and the customer can keep the original product.
A package got sent back to the sender
If a package is sent back to The Chameleon Sisters due to the following reasons:
- Customers wrong address information
- Changed of address
- Customer didn't collect the product at the pickup location
We will contact the customer if they want their package to be delivered again (customer is responsible for all the shipping fees when resending their package) or we will ask the customers if they wish to get a refund (The refund will get returned to the original method of payment. The shipping fees are nonrefundable.)
If The Chameleon Sisters has made an error in the delivery address and the package got sent back to us, we will attempt to correct the mistake and have the item delivered at no extra cost to the customer.
(For return & refund, please refer to the Returns & Refund Policy)
I live in Ontario, can I just come to pick up my order?
No, we do not offer in-person pickup. All orders are shipped to your preferred address thorough Canada Post.
Business days & Holidays
The Chameleon Sisters process orders and ship from Monday - Friday. Orders that are placed after 3:00 PM EST, will be processed the following business day.
Packages do not ship from our distribution center on weekends or the following Canadian holidays:
New Year's Day
If you have any questions about this Shipping Policy, please contact us:
By email: email@example.com
By phone: (647) 463-0722
500-7030 Woodbine Avenue
Markham, ON Canada