Cancellation & Shipping Policy
The Chameleon Sisters ("us", "we", or "our") operates the www.thechameleonsisters.com website (hereinafter referred to as the "Service"). By placing an order through this website, you will agree to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to protect and set expectations on our service mutually.
An update about COVID-19
With the ongoing situation around COVID-19, we wanted to share an update with you. These are uncertain times, but we are sure about one thing: putting the health and safety of our team and our customers first are key.
We are doing everything we can to ensure the continued sanitization of all our products and facilities. Our team is committed to staying healthy and helping our customers stay healthy, too.
We apologize for any delays in getting your order to you. Production or shipping may be impacted by global issues beyond our control, and cause a bit of a wait.
We hope to maintain regular order shipments as best we can, and we appreciate your patience.
Can I cancel my order?
If you are planning to cancel your order, please email us immediately at email@example.com from the day of purchase to open a cancellation request. However, we are unable to cancel and refund orders that have already been processed. Before making payment, please make sure that your order is correct.
I entered the wrong address. Can I change my shipping address?
If you have made an error in your delivery address, please contact us right away at firstname.lastname@example.org to change your shipping address. Unfortunately, once your order has been processed or has shipped, we are unable to cancel your order or change the shipping address. Before making payment, please make sure that your shipping address is correct.
If package(s) are returned to us due to the insufficient address, we will contact you if you want your package(s) to be ship again (You are responsible for the shipping fees when resending your package(s)) or get a refund (A refund will be processed to the original method of payment and shipping fees are nonrefundable).
Note: The Chameleon Sisters is not responsible and cannot guarantee any package(s) that are lost or stolen due to the wrong address or incorrect shipping address provided at the checkout.
Do you ship worldwide?
Currently The Chameleon Sisters ship to Canada and United States.
Where do you ship from?
We ship orders from our head office located in Markham, Ontario Canada.
What service carrier do you use to ship my order?
We use Canada Post for all of our shipping orders.
Shipping Method: Canada Post
(Package will be delivered by Canada Post)
- Canada Post Expedited Parcel - 5-8 business days with tracking number.
- Canada Post Priority - 2-4 business days with tracking number.
- Canada Post Xpresspost - 2-4 business days with tracking number.
(Package will be delivered by USPS)
- Canada Post Small Packet USA Air - 5-8 business days excluding tracking number. (Keep in mind that by selecting the Small Packet USA Air shipping method, there is no tracking number provided to track your package and The Chameleon Sisters are not responsible for a lost or stolen package.)
- Canada Post Expedited Parcel USA - 5-11 business days with tracking number.
- Canada Post Tracked Packet USA - 8-13 business days with tracking number.
- Canada Post Xpresspost USA - 3-6 business days with tracking number.
How much are the shipping costs?
We do not have flat shipping rates and shipping costs will vary based on package weight, dimensions, and shipping destination. The up-to-date shipping rates will be shown at the checkout shipping method. The shipping fee will then be added to the total and will get collected within the total purchase price.
How long does it take to process and ship my order?
Please allow 1-3 business days to process and ship your order. Processing and shipping times are based on orders placed between Monday-Friday, and all orders received after 3:00 PM EST will begin processing the next business day. Please note that processing and shipping orders do not include during weekends or holidays.
How will I know when my order has been shipped?
When your order is fulfilled, you will receive a Shipping Confirmation email along with your tracking number when your order has been shipped.
How can I track my package?
Your package will ship as soon as it has been processed. Once your order is processed, you'll get an email with a tracking number and the status of your tracking information may take up to 24-48 hours to update. To track your order, click on the tracking number provided that was sent to your email for shipping updates.
Due to COVID-19 impacts, Canada Post may suspend their On-time Delivery Guarantees until further notice. Please check the provided tracking link sent to your email for updates.
To track an order using My Account
1. Visit the "My Account" area if you created an account with us.
2. You will need to sign in to access your account information.
3. Under "Order History," select the order number to see all the purchase and shipping details.
If you receive your confirmation email after 3:00 PM EST on a Friday, please allow it until the following Monday for tracking to become available.
To track an order using Guest checkout
You will receive an email with the tracking number provided and a link to the shipping carrier site. If you receive your confirmation email after 3:00 PM EST on a Friday, please allow it until the following Monday for tracking to become available.
Do I need to pay import Duties & Taxes?
Yes. All import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. The Chameleon Sisters encourage you to be aware of these potential costs before placing an order with us. If you refuse to pay duties and taxes upon arrival at your destination country, the goods will get returned to The Chameleon Sisters at the customers' expense, and the cost of the initial shipping will not be refunded.
My Package is Delayed, Lost or Stolen while in transit. What should I do?
The Chameleon Sisters are not responsible for any delayed, lost or stolen package during transit, including packages marked as “delivered”; or due to events that are out of our control, including transportation failures, labor strikes, customs clearance delays or acts of nature.
Please visit or call your local Postal Service to open an investigation or to start a claim. (This service is available only for the selected shipping method with tracking number).
Canada: Please visit canadapost.ca/track or call Customer Service at 1-866-607-6301.
USA: Please contact your U.S. Postal Service (USPS).
I live in Ontario, can I just come to pick up my order?
No, we do not offer in-person pickup. All orders are shipped to your preferred address through Canada Post.
Business days & Holidays
The Chameleon Sisters process orders and ship from Monday - Friday. Orders that are placed after 3:00 PM EST, will be processed the following business day.
Packages do not ship from our distribution center on weekends or the following Canadian holidays:
New Year's Day
If you have any questions about this Shipping Policy, please contact us:
By email: email@example.com
By phone: (647) 463-0722
500-7030 Woodbine Avenue
Markham, ON Canada