Shipping & Returns
Shipping & Returns Policy
This Shipping & Returns Policy applies to purchases made through Oaklyne e-Commerce Inc. (operating as “Oaklyne”) at www.oaklyne.com.
Please review this policy carefully before placing an order. By completing a purchase, you acknowledge and agree to the shipping, delivery, cancellation, return, and refund terms described below, subject to any rights provided under applicable Canadian law.
SHIPPING
1. Order Processing
All orders are generally processed within one (1) to two (2) business days, after payment has been successfully confirmed.
- What's included: Order processing includes payment verification, order fulfillment, packaging, and preparation for shipment.
- Operating Schedule: Business days are Monday through Friday, excluding Canadian federal and Ontario provincial statutory holidays.
- Processing Delays: Processing times are estimates and may be longer during promotional events, holidays, unusually high order volumes, or other circumstances beyond Oaklyne's reasonable control.
2. Shipping Coverage & Carriers
- Coverage: Oaklyne currently ships within Canada only.
- Carrier Partners: We work with national and regional carriers, which may include Canada Post, UPS, FedEx, and other delivery providers.
- Carrier Selection: The carrier selected for an order is determined by Oaklyne based on factors including the delivery address, package size, weight, service availability, and operational considerations. Carrier selection may vary from order to order.
3. Shipping Rates & Free Shipping
Shipping fees are determined based on the delivery destination and order value. Exact shipping rates and available delivery options will be calculated and displayed at checkout based on your delivery address.
Zone 1: GTA — Greater Toronto Area
Fast, direct local shipping serving the Greater Toronto Area, including Toronto, Mississauga, Markham, Richmond Hill, Vaughan, Brampton, Oakville.
- Free standard shipping on orders of CAD $49 or more, before applicable taxes and after discounts.
- Orders below CAD $49 are subject to a CAD $3.99 standard shipping fee.
Zone 2: Canadian Major Addresses
Standard tracked delivery to major metropolitan hubs across Canada, including Vancouver, Calgary, Edmonton, Saskatoon, Winnipeg, Ottawa, Montreal, Halifax, etc.
- Free standard shipping on orders of CAD $69 or more, before applicable taxes and after discounts.
- Orders below CAD $69 are subject to a CAD $7.99 standard shipping fee.
Zone 3: Remote, Northern & Air-Stage Locations
Covers the Northern Territories, rural towns, and carrier extended-service locations requiring regional transfers, such as Whitehorse (YT), Yellowknife (NT), Iqaluit (NU), and remote provincial postal codes.
- Additional shipping charges may apply to these locations and will be calculated and displayed at checkout where applicable.
- If additional charges cannot be determined automatically at checkout, Oaklyne may contact the customer before dispatch to confirm the applicable shipping cost.
- For purposes of this policy, an address may be considered a remote, Northern, or Air-Stage location based on the service coverage and classification used by the applicable carrier.
Shipping Threshold Calculation
Unless otherwise stated:
- Free shipping thresholds are calculated based on the merchandise subtotal.
- Applicable taxes are excluded from the free-shipping threshold.
- Discounts and promotional credits are deducted before determining whether the order qualifies for free shipping.
- Gift cards, if available, do not count toward the free-shipping threshold.
- Additional charges applicable to remote, Northern, or Air-Stage locations may not qualify for free shipping.
4. Estimated Delivery Time
Once an order has been dispatched, most eligible Canadian orders are estimated to arrive within two (2) to five (5) business days.
Delivery times may vary depending on:
- Delivery destination
- Carrier routing
- Weather conditions
- Seasonal or promotional volume
- Statutory holidays
- Remote or Northern delivery areas
- Carrier service interruptions
- Other circumstances outside Oaklyne's reasonable control
Delivery timeframes are estimates only and are not guaranteed delivery dates.
5. Address Accuracy & Order Changes
Customers are responsible for providing a complete and accurate shipping address at checkout. Please carefully review your:
Name
Street address
Unit or apartment number
City
Province
Postal code
Contact information
Address Modifications: Once an order has been submitted, Oaklyne cannot guarantee that order or address information can be modified. Customers should contact Customer Support as soon as possible if an error is discovered.
In-Transit Rerouting: Once an order has been dispatched, Oaklyne cannot guarantee that the shipment can be redirected, intercepted, or rerouted.
Customer Responsibility: Additional fees resulting from an incorrect, incomplete, or undeliverable address may be the customer's responsibility.
6. Multiple Shipments
- An order may occasionally be shipped in multiple parcels or from different fulfillment facilities.
- If an order is split into multiple shipments, customers may receive separate shipping confirmation emails and tracking numbers.
- Oaklyne will not charge additional standard shipping fees solely because an order is split into multiple shipments.
7. Order Tracking
- Once an order has been dispatched, Oaklyne will send a shipping confirmation email containing the applicable tracking information.
- Customers may also be able to view tracking information through their Oaklyne account order history.
- Tracking information is provided by the applicable carrier and may take some time to become active after the shipment has been handed over to the carrier.
8. Delivery Confirmation, Missing Packages & Carrier Issues
An order may be considered delivered when the applicable carrier's tracking system confirms delivery to the shipping address provided at checkout.
If tracking shows that a package has been delivered but the customer cannot locate it, customers should:
- Check the delivery area, mailbox, parcel locker, concierge, reception area, and other secure locations around the delivery address;
- Check whether another household member, building staff, or neighbour accepted the package; and
- Contact Oaklyne Customer Support within 48 hours of the carrier's delivery confirmation if the package remains missing.
Oaklyne will reasonably assist with carrier investigations and claims where applicable. Customers should understand that once an order has been handed to the carrier, delivery timing and certain delivery-related events are outside Oaklyne's direct control. Oaklyne is not responsible for delays, failed delivery attempts, or losses caused by the carrier, provided that Oaklyne has fulfilled its applicable obligations under the order and this policy.
RETURNS
9. Returns Overview
Oaklyne accepts eligible returns of most products in original, unopened, unused, and resalable condition within 30 calendar days of the carrier's confirmed delivery date.
- Items returned after this period may be considered final sale.
- Certain products and product categories are not eligible for return as described below.
- Nothing in this policy is intended to limit any rights or remedies that cannot lawfully be excluded under applicable law.
10. How to Request a Return
To request a return, contact:
📧 support@oaklyne.com
Please include:
- Order number
- Product name
- Quantity being returned
- Reason for the return
Our Customer Support team will review the request, confirm whether the item qualifies for return, and provide the applicable return instructions.
- A return does not become authorized until Oaklyne confirms the return request in writing.
- No separate RMA-number portal process is required unless otherwise specified by Oaklyne.
11. Condition of Returned Items
Returned products must be:
- Unopened
- Unused
- In original packaging
- In resalable condition
- Complete with original tags, parts, accessories, manuals, and other included materials where applicable
Products that are returned incomplete, damaged, altered, used, opened, or otherwise not in resalable condition may be subject to:
- A partial refund;
- A restocking fee;
- Return refusal; or
- Shipment back to the customer at the customer's expense.
The final determination will be made after the returned product has been received and inspected.
12. Opened, Used & Non-Returnable Items
Unless otherwise required by applicable law, products that have been opened, used, assembled, altered, or removed from their original packaging are not eligible for return for change-of-mind or preference-related reasons.
This includes products that cannot be resold in their original condition due to hygiene, safety, health, or product-integrity considerations. Products that are defective or damaged on arrival are handled separately under Section 14.
The following are also generally non-returnable:
- Bulk or high-quantity purchases
- Gift cards
- Products specifically marked "Non-Returnable"
- Clearance or Final Sale products
- Products identified as final sale on the applicable product page
13. Final Sale Categories
Due to safety, hygiene, health, or product-integrity considerations, the following categories are generally final sale:
- Personal care and beauty products that contact the skin or body
- Opened cosmetics and skincare products
- Hair removal devices and similar personal-use devices
- Intimate, sexual wellness, and hygiene products
- Food, beverages, and consumable products
- Undergarments and swimwear
- Earrings and pierced jewelry
- Any product specifically marked "Final Sale" on its product page
Nothing in this section limits rights or remedies that cannot legally be excluded under applicable law.
14. Damaged, Defective or Incorrect Items
If an item arrives damaged, defective, or materially incorrect, contact support@oaklyne.com within 48 hours of delivery whenever possible.
Please provide:
- Order number
- Product name
- Description of the issue
- Clear photographs
- Video evidence where appropriate
- Photographs of the shipping box and packaging for transit-related damage
Manufacturer Warranty
For products covered by a manufacturer's warranty, Oaklyne may direct the customer to the manufacturer or authorized warranty provider for assessment and resolution.
Fulfillment or Transit Issues
For products not covered by a manufacturer warranty, where Oaklyne confirms that the issue resulted from an Oaklyne fulfillment error or transit-related damage, Oaklyne may provide, at its discretion and subject to product availability:
- A replacement;
- A refund; or
- Another appropriate resolution.
Claims reported after 48 hours may affect Oaklyne's ability to investigate or resolve the issue, particularly where carrier documentation or evidence is required.
15. Return Shipping Costs
Voluntary Returns
For voluntary returns, including change of mind, preference, colour, size, or similar reasons:
- The customer is responsible for arranging and paying return shipping.
- Oaklyne does not provide prepaid return labels for voluntary returns.
- Original shipping charges are non-refundable.
Confirmed Oaklyne Error or Eligible Defect
- Where Oaklyne confirms that an eligible return resulted from an Oaklyne fulfillment error or a covered transit issue, Oaklyne may reimburse reasonable return shipping costs.
- Customers should not send items back before receiving return instructions from Oaklyne.
- Oaklyne recommends using a trackable shipping service for all returns.
- Oaklyne is not responsible for return parcels that are lost or damaged while being shipped back to Oaklyne unless otherwise required by applicable law.
16. Order Cancellations
- Order cancellations are time-sensitive and cannot be guaranteed once an order has been submitted.
- Customers who wish to cancel an order should contact Customer Support as soon as possible.
- If an order has already entered processing, been packed, or been dispatched, Oaklyne may be unable to cancel it.
- Once an order has been dispatched, cancellation is no longer available and the customer may instead request a return in accordance with this policy.
- Customers are responsible for reviewing their order carefully before completing checkout.
17. Refund Processing
- Approved refunds will generally be issued only after the returned product has been received and inspected.
- Refunds are issued to the original payment method, unless otherwise required or agreed upon.
- Oaklyne does not issue a refund solely because a return package is shown as "in transit."
- Once a refund has been approved, processing times may vary depending on the payment provider, financial institution, or original payment method.
- Original shipping charges are generally non-refundable for voluntary returns.
CUSTOMER SUPPORT
18. Contact Information
- Company: Oaklyne e-Commerce Inc.
- Operating As: Oaklyne
- Website: www.oaklyne.com
- Customer Support: support@oaklyne.com
- Service Hours: Monday – Friday, 10:00 AM – 5:00 PM ET
Customer Support may be contacted regarding:
- Order status
- Shipping questions
- Delivery issues
- Return requests
- Damaged or defective products
- Refund status
- Other order-related inquiries