Email support@shftdco.com before you do anything else, and do not ship anything back on your own. If the item arrived damaged, if we sent the wrong thing, or if something is missing from the parcel, that is our mistake and you do not pay to return it. Support replies within 24 hours. Your entries are not affected by any of this. Entries are recorded when the order is paid, and once awarded they are never removed.
What to send support
- Your order number.
- The email address you used at checkout.
- What is wrong, in a line or two.
- Photos help. For damage, show the item and the packaging it came in. For a wrong item, show the item and its label.
- For something missing, tell us what did arrive and what did not.
Damaged, faulty, or the wrong item or size sent
Contact support first and we sort it out with you over email. You do not pay to return a SHFTD mistake. Keep the item and the packaging until we have replied, because photos of both help us deal with it quickly. Everything physical here is made to order, so the replacement is made from scratch as well and the production window applies again before it is handed to the carrier. If the item is correct and you simply need a different size, that is a size exchange instead. You have 30 days from receiving the order, you cover the shipping to send the item back, and SHFTD covers sending the replacement out. Made to order is the reason exchanges are the default rather than open returns. Either way, the entries earned on that order stay.
Something is missing from the parcel
Tell support what arrived and what did not. A photo of everything you received, laid out together, helps. Hold on to the box and the packaging until you hear back. A missing item you paid for is on us to put right. Email support and we will sort it out with you. Your entries were calculated from the listed prices on the order when you placed it, so nothing here changes them.
Tracking says delivered but nothing is there
- Check every door, the porch, the mailbox, the parcel locker, and behind any gate, bin or planter.
- Ask anyone else at the address, then check with neighbours and the building or front desk.
- Look for a delivery notice card, in case the parcel was taken to a pickup location instead.
- Open the tracking page again and read the last scan for a note about where it was left.
- Remember that signature on delivery is a paid add-on and is not included, so a parcel can be left without anyone signing for it.
- Still nothing? Email support@shftdco.com with your order number and the tracking number and we will take it from there.
Nothing has arrived yet
Check the timing before you assume it is lost. Every physical item is made to order. Production usually takes 1 to 3 business days, and up to 5 to 7 business days when orders are coming in fast. That is all before the parcel is handed to the carrier. We usually ship with Canada Post, and we use another carrier when that makes more sense. Canada Post Expedited Parcel estimates run 1 to 4 business days within Quebec and to Ontario, 2 to 8 business days to Western Canada and Atlantic Canada, and 6 to 14 business days to northern, remote and territory addresses. Those are counted in business days starting the next business day after handover, and they skip weekends and statutory holidays. If we ship with another carrier, the timing can differ.
They are estimates from Canada Post, not guarantees. Service alerts and peak season adjustments are posted at canadapost.ca. Tracking and delivery confirmation are included. If your tracking has stopped moving, email support@shftdco.com with your order number and we will look into it.
Your entries do not change
Nothing in this article costs you entries. Entries are recorded when your order is paid, at the rates frozen when you placed it, and they are never removed once awarded. They come from the listed price of each item, so a discount code lowers what you pay and never your entries. A replacement, an exchange, or a parcel that never turned up does not touch them. You can check them on the My Entries page in the side navigation at account.shftdco.com, signed in with the same email you used on the order. If what you see there does not match what you expect, email support@shftdco.com and we will reply within 24 hours.