Shipping Policy

Nordstride Canada Shipping Policy

Last updated: 03-16-2026

Nordstride sells to customers in Canada and may fulfil orders through international manufacturing and logistics partners, including facilities located outside Canada.

Our goal is to deliver every order accurately and within the estimated delivery timeframe provided to the customer. This Shipping Policy explains how orders are processed, how delivery attempts and pickup locations are handled, and how responsibility is determined when a shipment cannot be delivered.

Nothing in this policy excludes or limits any mandatory consumer right that cannot legally be waived under applicable Canadian federal or provincial law.

1. Shipping Area

Nordstride currently ships to addresses within Canada.

Orders placed for delivery outside Canada may be cancelled or declined.

Products may be shipped through Nordstride’s international supply chain before entering the Canadian delivery network.

2. Shipping Costs

Nordstride currently offers free standard shipping on qualifying orders over C$50, unless another amount or promotional condition is displayed at checkout.

For orders that do not qualify for free shipping, the applicable shipping amount will be shown before the customer completes the order.

Shipping charges may depend on the delivery destination, package weight, order size, carrier and selected shipping method.

3. Order Confirmation

After an order is placed, the customer will receive an order confirmation using the contact information provided during checkout.

Customers are responsible for reviewing the confirmation and notifying Nordstride promptly if they notice an error in the shipping address or other delivery information.

4. Processing Times

Orders are generally processed within 1–3 business days.

Processing may take longer during:

• seasonal promotions;
• high-volume periods;
• public holidays;
• inventory transfers;
• exceptional operational circumstances.

Processing times are estimates and are separate from carrier transit times.

5. Estimated Delivery Times

Standard delivery within Canada is generally estimated at:

5–12 business days after processing

These delivery estimates are provided in good faith and are not guaranteed delivery dates unless Nordstride expressly states otherwise.

Transit time may be affected by carrier operations, weather, customs processing, remote delivery locations, seasonal demand, transportation disruptions or other events outside Nordstride’s reasonable control.

6. Tracking

Once available, tracking information will normally be provided to the customer by email.

Tracking may temporarily show limited information while shipments are transferred between international fulfilment partners and Canadian last-mile carriers.

Customers are encouraged to monitor tracking information and any delivery notices provided by the carrier.

7. Delivery Methods

Depending on the carrier and location, a shipment may be delivered:

• directly to the shipping address;
• to a mailbox;
• to a parcel locker;
• to a building reception or concierge;
• to another location authorized by the customer;
• or to a designated carrier pickup location following an unsuccessful delivery attempt.

The carrier may determine the most appropriate final-delivery method based on the destination, accessibility, safety and its delivery procedures.

8. Unsuccessful Delivery Attempts

If a carrier is unable to complete delivery at the shipping address, the package may be redirected to an authorized pickup point, local depot, post office or parcel locker.

Where the customer has been reasonably notified that the shipment is available for pickup, the customer is responsible for collecting the package within the carrier’s stated holding period.

A package being held at an authorized pickup location following an unsuccessful delivery attempt does not automatically constitute non-delivery.

9. Customer Obligation to Cooperate With Delivery

Customers must take reasonable steps required to receive their shipment.

This may include:

• monitoring tracking information;
• responding to carrier communications;
• collecting the package from a designated pickup location;
• providing required identification;
• providing access information where necessary.

10. Failure to Collect a Package

If a customer fails to collect a package within the carrier’s holding period, the carrier may return the shipment.

Where the return results from the customer’s failure to collect the shipment after reasonable notice, Nordstride may, where legally permitted, recover actual and reasonable additional costs caused by that failure.

These may include:

• return transportation;
• carrier surcharges;
• storage fees;
• customs clearance costs;
• import duties;
• brokerage charges;
• handling or logistics charges directly associated with the returned shipment.

Such charges are intended only to recover actual costs incurred and are not a penalty.

11. Incorrect or Incomplete Address

Customers are responsible for entering a complete and accurate shipping address at checkout.

This includes, where applicable:

• street number;
• street name;
• apartment or unit number;
• city;
• province;
• postal code;
• recipient name;
• telephone number.

If an error is discovered, the customer should contact Nordstride immediately.

Nordstride will make reasonable efforts to update the address before shipment, but cannot guarantee that a change can be implemented once the order has entered fulfilment or has been handed to the carrier.

If delivery fails because of incorrect or incomplete information supplied by the customer, Nordstride may recover actual and reasonable costs of redelivery or return, where permitted by law.

If the customer provided corrected information in time but Nordstride or its fulfilment partner failed to implement that correction before shipment, the resulting failure will not be treated as the customer’s responsibility.

12. Refused Deliveries

If a customer voluntarily refuses a shipment without a statutory or contractual reason requiring Nordstride to bear the return costs, the carrier may return the package.

Where permitted by law, Nordstride may deduct or recover actual costs caused by that refusal, including:

• return freight;
• customs and import charges;
• brokerage or clearance costs;
• carrier surcharges;
• other reasonable logistics costs.

This section does not apply where refusal is justified because, for example, the wrong goods were sent or a mandatory consumer remedy applies.
In this case always contact support@nordstideco.com at first.

13. Returned-to-Sender Packages

If a package is returned to Nordstride because of:

• an incorrect customer-provided address;
• failure to collect the shipment;
• refusal of delivery;
• inability to access the delivery location due to customer-provided information;
• or another customer-attributable reason,

Nordstride will review the shipment status and determine the available resolution.

Depending on the circumstances, Nordstride may offer:

• reshipment subject to payment of additional shipping costs;
• store credit;
• a partial refund;
• another commercially reasonable resolution;
• or a refund less legally recoverable costs actually incurred.

Nordstride is not required to absorb customer-caused logistics costs where applicable law permits those costs to be recovered.

14. Customs, Duties and Import Costs on Returned Shipments

Because Nordstride uses an international supply chain, returned shipments may generate customs duties, import charges, brokerage fees or clearance costs.

Where these charges arise because a customer has refused delivery, failed to collect the package, provided an incorrect address or otherwise caused the shipment to be returned, Nordstride reserves the right to recover or deduct the actual amount of those charges where permitted by applicable law.

Nordstride will not impose arbitrary customs or handling penalties. Only actual and reasonable costs attributable to the return will be considered.

15. Lost Packages in Transit

If a shipment appears to be lost before successful delivery, customers should contact Nordstride.

Nordstride may open an investigation with the relevant carrier or logistics partner before determining whether a replacement, refund or other remedy is appropriate.

Nordstride will not treat transfer of the package to the carrier as automatically ending all responsibility.

Where applicable consumer law requires Nordstride to provide a remedy for non-delivery, that right remains unaffected.

16. Packages Marked as Delivered but Not Found

Where tracking shows a package as delivered but the customer cannot locate it, the customer should first check:

• the mailbox;
• parcel locker;
• building reception or concierge;
• other household members;
• nearby authorized delivery locations;
• any delivery photo or carrier notice.

The customer should then contact Nordstride promptly.

Nordstride may request reasonable information and open an investigation with the carrier.

A carrier delivery scan may be considered evidence when investigating a claim, but it does not override mandatory provincial consumer rights.

17. Theft After Delivery

If a package was correctly delivered in accordance with the agreed delivery method and is subsequently stolen, Nordstride may assist with available carrier documentation or delivery evidence.

Responsibility will depend on the circumstances and applicable provincial law.

18. Damaged Shipments

If an order arrives visibly damaged, customers should contact Nordstride as soon as reasonably possible.

Nordstride may request:

• photographs of the package;
• photographs of the product;
• the order number;
• photographs of shipping labels;
• a description of the damage.

Customers should retain the product and packaging until the claim has been reviewed.

Nothing in this section limits mandatory rights relating to defective, damaged or non-conforming goods.

19. Split Shipments

Orders containing multiple products may be shipped in separate packages.

Different parcels may:

• have different tracking numbers;
• use different carriers;
• enter Canada at different times;
• arrive on different dates.

Receiving only part of an order does not necessarily mean the remaining items are lost.

20. International Fulfilment

Nordstride sells to Canadian customers, but products may be fulfilled or transported through international logistics partners, including partners located in Netherlands or China.

Where applicable, this international movement is part of Nordstride’s supply chain.

Any duties or charges applicable to the customer’s original purchase will be disclosed where required before completion of the order.

21. Carrier Delays

Nordstride works with independent logistics and delivery companies.

Carrier delays may occasionally occur because of weather, network congestion, customs, labour disruptions, remote destinations or other circumstances outside Nordstride’s direct control.

Nordstride will reasonably assist customers in investigating significant delays.

Nothing in this provision removes rights provided by applicable consumer law where delivery has not occurred within a legally prescribed timeframe.

22. Fraudulent or Abusive Delivery Claims

Nordstride reserves the right to investigate claims involving suspected fraud, repeated non-receipt claims, contradictory delivery information or other suspected abuse.

Nordstride may use relevant information such as:

• tracking data;
• delivery scans;
• delivery photographs;
• carrier records;
• customer communications;
• address information.

Nordstride may request reasonable supporting information before issuing discretionary compensation.

Fraud-prevention measures will not be used to deny legitimate statutory consumer rights.

23. Compensation and Alternative Resolutions

Where a shipment issue does not require a particular statutory remedy, Nordstride may offer commercially reasonable alternatives depending on the circumstances.

These may include:

• reshipment;
• replacement;
• store credit;
• discount voucher;
• partial refund;
• another agreed resolution.

The customer is free to accept or decline a voluntary alternative.

Where applicable law requires a specific refund, cancellation right or other remedy, Nordstride will honour that mandatory right.

24. Pre-Orders

Products sold on a pre-order basis will include an estimated shipping or availability timeframe where applicable.

If a significant delay occurs, Nordstride will provide the options required by applicable consumer law.

25. Relationship With Return Policy

This Shipping Policy covers fulfilment and delivery.

Voluntary returns, exchanges, change-of-mind returns, sale items and return-related customs costs are governed by Nordstride’s separate Return & Refund Policy.

Nothing in either policy limits rights that cannot legally be waived.

26. Governing Consumer Rights

Nordstride serves customers throughout Canada.

Consumer rights may vary depending on the province or territory in which the customer resides.

Where provincial consumer-protection legislation grants a customer a mandatory right or remedy that conflicts with this policy, the mandatory legal requirement prevails.

27. Contact

For shipping-related questions, please contact:

Nordstride Customer Support
support@nordstrideco.com