Shipping Information

We take pride in our fast turnaround. Here is what to expect after you place an order:

• Same-Day Dispatch — Most orders placed on a business day (Monday–Friday) are picked, packed, and dispatched the very same day.
• Daily Cut-Off Time — Orders received before our daily cut-off are prioritized for same-day dispatch. Orders after the cut-off ship the following business day.
• Weekend Orders — Orders placed Saturday or Sunday are not dispatched until Monday morning. We begin processing your order first thing when business resumes.
• High-Demand Periods — During promotions or holidays, processing may occasionally extend to 1 business day. We will notify you by email if this applies to your order.
• Dispatch Confirmation — Once your order ships, you will receive an email with your tracking number so you can follow your parcel every step of the way.
• Payment Verification — Orders requiring payment verification may be held briefly before dispatch. Ensure your payment details are accurate at checkout to avoid delays.

Estimated delivery times are calculated from the date of dispatch (not the date of order) and are in business days only (Monday–Friday, excluding statutory holidays). These are estimates — actual delivery may be faster.

* Delivery times are estimates from dispatch date. Actual transit may vary due to carrier capacity, weather conditions, or peak seasonal volumes. Weekends and statutory holidays are not counted as business days.

As a Kitchener-based business, Kitchener, Waterloo, Cambridge (KWC) and Guelph benefit from our fastest delivery times. We prioritize local orders for the earliest possible dispatch.

• Typical Delivery — Most KWC and Guelph-area orders arrive within 24 hours of dispatch.
• Maximum Wait — In almost all cases, local orders are delivered within 48 hours of dispatch.
• Rare Exceptions — In very unusual circumstances such as extremely high order volumes, delivery may take up to 3 business days. This is uncommon.
• Weekend Orders — Orders placed Saturday or Sunday for the KWC/Guelph area are dispatched first thing Monday morning and typically arrive by Tuesday.
• Full Tracking — Every local order includes a tracking number from dispatch to delivery so you always know where your parcel is.

Shipping costs are calculated based on your delivery address, package weight, and dimensions, and are clearly displayed at checkout before you finalize your order.

• Displayed at Checkout — All shipping charges are shown in Canadian Dollars (CAD) before you finalize your order — no surprises.
• Free Shipping — We offer free shipping on qualifying orders. Check the current threshold at checkout or on our Promotions page.
• Non-Refundable — Shipping fees are non-refundable unless the item arrived damaged or an error was made on our part.
• Variable Rates — Rates may vary based on your location, order weight, and any carrier surcharges during peak periods.
• Bulk Orders — For large or bulk orders, please contact us for a custom shipping quote before placing your order.

Every Buy Ceylon order is carefully packed to ensure your products arrive in perfect condition. Here is what you can expect:

• Secure Wrapping — All items are carefully wrapped to prevent movement and damage during transit.
• Extra Protection — Fragile or breakable items are additionally padded for maximum protection during shipping.
• Invoice Included — Your order invoice or summary is included inside the package for easy reference.
• Promotions & Discounts — We occasionally include promotional inserts or discount codes for your next order as a thank you.
• Freshness First — Teas, spices, and food items are packaged specifically to preserve freshness during long-distance Canadian and cross-border shipping.

We're proud to ship to our friends across the border! Customers in the United States can enjoy the same authentic Buy Ceylon products — and we've made cross-border shopping completely hassle-free.

• Delivery Time — Most US orders are delivered within 3–5 business days from the date of dispatch.
• Duties & Import Fees Covered — All customs duties and import fees are paid by BuyCeylon.ca on your behalf. You will never be asked to pay any additional charges upon delivery.
• Same-Day Dispatch — US orders follow the same same-day dispatch commitment as Canadian orders on business days (Monday–Friday).
• Full Tracking Included — Every US shipment comes with a tracking number so you can follow your parcel from our warehouse right to your door.
• Pricing in CAD — All prices are shown in Canadian Dollars (CAD) at checkout. Your bank or payment provider will convert to USD at the current exchange rate.
• Shipping Cost — US shipping fees are calculated at checkout based on your address and order weight, and are shown before you confirm your order.
• Delayed Order? — If your US order hasn't arrived within 7 business days, please contact us at info@buyceylon.ca and we will investigate immediately.

We operate on a Monday–Friday business schedule for order dispatch. Here's exactly what to expect if you order outside of business hours:

• Saturday Orders — Orders placed on Saturday are processed and dispatched on the following Monday morning.
• Sunday Orders — Orders placed on Sunday are processed and dispatched on the following Monday morning.
• Statutory Holidays — Orders placed on a Canadian statutory holiday (e.g. Victoria Day, Canada Day, Labour Day, Christmas) are dispatched on the next available business day.
• Carrier Schedules — Delivery carriers also do not operate on weekends or statutory holidays. Transit times are paused and resume on the next business day.
• Time-Sensitive Gifts — If ordering a gift or a time-sensitive item, we recommend placing your order well in advance, especially around major holidays.

We do everything possible to ensure smooth delivery, but occasionally issues arise. Here's how we handle them:

• Parcel Not Arrived? — First, check your tracking number for the latest status. If tracking shows no movement for more than 3 business days, contact us immediately and we will investigate.
• Missed Delivery Attempt — If no one is home, the carrier may leave a notice card with pickup instructions or a re-delivery window. Check your mailbox and front door.
• Marked Delivered But Not Received — Check with neighbours, building management, or secondary entrances. If still not found, contact us within 3 business days of the marked delivery date.
• Damaged in Transit — Email us at info@buyceylon.ca within 3 days of receipt with photos of the damage. We will arrange a replacement or refund.
• Carrier Delays — Weather events, high-volume seasons, or carrier disruptions may occasionally cause delays. We will always assist and investigate on your behalf.

It is the customer's responsibility to provide a complete, accurate, and deliverable shipping address at checkout. Please double-check your address before placing your order.

• Wrong Address? Act Fast — If you notice an error after ordering, email us at info@buyceylon.ca immediately — before dispatch. We may be able to update it in time.
• After Dispatch — Once an order has been dispatched, we are unable to redirect or modify the delivery address. Please double-check before confirming your order.
• Returned Parcels — If a parcel is returned to us due to an incorrect or incomplete address, re-shipping fees will apply before we resend your order.
• Unit Numbers — For apartment or condo deliveries, always include your unit number at checkout to prevent missed or failed deliveries.
• Our Liability — BuyCeylon.ca is not liable for orders lost or delayed due to incorrect address information provided by the customer at checkout.

Ordering for a restaurant, grocery store, event, or in bulk for your community? We'd love to help.

• Processing Time — Bulk orders may require an additional 1–2 business days of processing time beyond our standard same-day dispatch schedule.
• Shipping Quote — Shipping rates for large orders are calculated based on total weight and dimensions. Please contact us in advance for a custom quote before placing your order.
• Custom Packaging — We can discuss custom packaging or labelling options for wholesale or resale bulk orders. Just get in touch.
• Recurring Orders — For businesses placing regular bulk orders, we may be able to arrange scheduled dispatch agreements. Contact us to discuss your requirements.
• Tracking & Coverage — All bulk orders are shipped with full tracking and insurance coverage for your peace of mind.

Q: Do you ship outside Canada?
At this time, BuyCeylon.ca primarily serves customers across Canada. For international shipping enquiries, please contact us at [email protected] and we will do our best to accommodate your request.

Q: What if my tracking number isn't working?
Tracking information can take a few hours to appear after dispatch while the carrier processes the shipment. If it still isn't working after 24 hours, contact us and we will investigate.

Q: Can I change my delivery address after ordering?
Contact us immediately at [email protected]. If the order hasn't been dispatched yet, we can update the address. Once dispatched, changes are not possible.

Q: Do you ship to P.O. Boxes?
Yes, we can ship to P.O. Box addresses in Canada. However, delivery to P.O. Boxes may take slightly longer than door-to-door delivery.

Q: What happens if I'm not home for delivery?
The carrier will typically leave a delivery notice card with options to schedule a re-delivery or pick up from a nearby parcel depot. Check your tracking for instructions.

Q: Why hasn't my order been dispatched yet?
If your order was placed on a weekend or public holiday, it will be dispatched the next business day. During peak periods, processing can occasionally extend to 1 business day. You will always receive a dispatch confirmation email when your order ships.

Q: My order says delivered but I haven't received it — what do I do?
Check with household members, neighbours, building management, or parcel lockers nearby. If still missing after checking, contact us within 3 business days of the marked delivery date at [email protected].