Politique d’expédition

We pack and ship NorthTone orders from Sudbury, Ontario. Here’s what to expect after placing your order.

Where we ship

We currently ship to addresses within Canada. Available shipping options are shown at checkout for your delivery address.

Some products or destinations may have shipping restrictions. If we’re unable to ship your order as placed, we’ll contact you to arrange a solution or refund.

Shipping rates

Shipping charges are calculated and displayed at checkout before you complete your purchase.

We offer free standard shipping on Canadian orders over $100 CAD, calculated after discounts and before taxes.

Any free-shipping offers apply only to eligible orders and destinations, as stated in the offer.

Order processing

In-stock orders are usually packed and dispatched within 2–3 business days, excluding weekends and statutory holidays.

During launches or other busy periods, processing may take longer. We’ll post any significant changes to our usual processing times on our website and contact you if your order experiences a substantial delay.

Processing time is separate from the carrier’s delivery time.

Presales and preorders

Products sold as presales or preorders will have an estimated shipping window listed on the product page. Please review that information before ordering.

These dates are estimates and may change as production progresses. If your estimated shipping window changes, we’ll contact you with an update.

Orders containing both in-stock and preorder items will ship together when all items are ready, unless we state otherwise. If you’d like available items sooner, please place separate orders.

You may request cancellation of a standard-product preorder before it ships by contacting info@northtonestrings.ca with your order number. Once cancellation is confirmed, we’ll refund the cancelled items and any applicable shipping charges.

Delivery times and tracking

Delivery time depends on your location and the shipping service selected. Any delivery estimates shown at checkout are estimates unless a service is explicitly described as guaranteed.

Remote destinations, severe weather, carrier disruptions, and customs processing can affect delivery times.

When your order ships, you’ll receive a shipping confirmation email. If your selected service includes tracking, the email will include your tracking link. Tracking may take time to update after a label is created.

Shipping addresses and order changes

Please check your shipping address carefully before completing your order.

If you need to change your address or order details, contact info@northtonestrings.ca as soon as possible with your order number. We’ll do our best to help, but changes may not be possible once your order has been dispatched.

If a parcel is returned because of an incorrect or incomplete address supplied at checkout, or because it was not collected, we’ll contact you to discuss the next steps. Additional postage may apply if you choose to have it shipped again. We’ll confirm any charges with you first.

Delayed, missing, or damaged deliveries

If your order seems delayed, arrives damaged, or is marked delivered but you haven’t received it, contact info@northtonestrings.ca with your order number.

For a missing delivery, please also check around your delivery location and with anyone who may have accepted the parcel for you. We’ll help investigate with the carrier and work with you toward an appropriate resolution.

If your order arrives damaged, please keep the packaging and send photos of the parcel and affected items where possible. This helps us understand what happened and arrange the next steps.

Returns and cancellations

For return eligibility, refunds, and cancellation details, please see our Return and Refund Policy.

Nothing in this policy limits your rights under applicable consumer protection laws.

Questions?

Email us at info@northtonestrings.ca with your order number, if available. We’re happy to help.