Shipping Policy

Last updated: October 13, 2026

At Santuals, every tea ritual begins with care. From preparing your order to arranging its delivery, we want your experience to feel simple, considered, and reassuring.

Santuals ships from Canada to eligible destinations worldwide. This Shipping Policy explains how we process orders, calculate shipping charges, provide tracking, and handle delivery issues.

1. Order processing

Orders are processed Monday to Friday, excluding Canadian public holidays.

Please allow 1–3 business days for order processing before dispatch. During busy periods, seasonal demand, or unforeseen circumstances, processing may take longer.

Orders are generally processed in the order they are received. Placing an order on a weekend or public holiday may result in processing beginning on the next business day.

Once your order has been dispatched, we will send a shipping confirmation email with tracking information, where available.

Please note that order processing time is separate from transit time.

2. Shipping destinations

We currently offer shipping within Canada and to selected international destinations, subject to service availability and applicable import regulations.

Available destinations and shipping methods will be displayed at checkout. If your country or region is not listed, we may not be able to deliver there at this time.

Some destinations restrict the import of tea, herbs, botanicals, or other food products. Customers are responsible for checking applicable import requirements before placing an international order.

For questions about shipping availability, contact us at info@santuals.com.

3. Shipping rates and delivery estimates

Shipping charges are calculated based on the destination, selected delivery method, order details, and available carrier services.

The applicable shipping fee will be displayed at checkout before payment is completed.

Estimated delivery times begin after dispatch and vary according to the destination, shipping service, carrier operations, and customs clearance where applicable.

Our estimated delivery timeframes are:

Canada: [Insert estimated delivery timeframe]
United States: [Insert estimated delivery timeframe, if available]
International destinations: [Insert estimated delivery timeframe by region, where available]

These timeframes are estimates rather than guaranteed delivery dates unless expressly stated otherwise.

Delivery may be affected by weather, public holidays, customs inspections, carrier disruptions, or other circumstances outside our reasonable control.

4. Free shipping

Free shipping may be offered on eligible orders or during selected promotions.

If available, the minimum purchase requirement, eligible destinations, and applicable exclusions will be displayed on our website or at checkout.

Unless expressly stated otherwise, free shipping does not include customs duties, import taxes, or other charges imposed by the destination country.

5. Order tracking

When tracking is available, you will receive a tracking number or tracking link by email after your order has been dispatched.

Please allow 24–48 hours for tracking information to become active, as carrier systems may take time to update.

If tracking has not updated for several business days or your package appears delayed, please contact us at info@santuals.com with your order number.

We will review the available information and help you understand the next steps.

6. International shipping, duties, and taxes

International shipments may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.

Unless these charges are collected at checkout and explicitly included in your order total, they are the responsibility of the recipient.

Customs authorities may inspect shipments or request additional information, which can extend delivery times.

Import rules for tea and botanical products vary by country. Santuals cannot guarantee that every destination will permit the import of every product. Orders may be declined or cancelled where shipment is unavailable or cannot lawfully be fulfilled.

If an order cannot be delivered because of an import restriction, we will assess the circumstances and communicate the available options in accordance with our policies and applicable law.

7. Incorrect or incomplete shipping addresses

Please review your shipping address carefully before completing your purchase.

If you notice an error, contact us as soon as possible at info@santuals.com. We will make reasonable efforts to correct the address if your order has not yet been dispatched.

Once an order has entered fulfilment or has been handed to the carrier, address changes may no longer be possible.

If a package is returned because of an incorrect or incomplete address, we will contact you to discuss the available options. Additional shipping charges may apply to reshipment where permitted by law.

8. Delayed, lost, or missing packages

If your order has not arrived within the estimated delivery window, please check your tracking information first.

If the package remains missing or the tracking information indicates a delivery issue, contact info@santuals.com with your order number and tracking details.

We will review the situation and, where appropriate, work with the shipping carrier to investigate.

If a shipment is confirmed lost or otherwise qualifies for a remedy, we will work with you to determine an appropriate resolution under our policies and applicable law.

Delivery estimates do not remove any legal obligations we may have regarding delivery or undelivered orders.

9. Damaged or incorrect orders

We take care to prepare orders accurately and package products appropriately for shipment.

If your order arrives damaged, contains an incorrect item, or is missing a product, please contact us at info@santuals.com as soon as reasonably possible.

Please include:

Your order number.
A brief description of the issue.
Photographs of the affected product and outer packaging, where relevant.

We will review the details and explain the available next steps. Depending on the circumstances, a replacement, refund, or other appropriate remedy may be offered.

Please do not consume tea that appears contaminated, tampered with, or otherwise unsafe.

Any reporting timeframe we request will not limit rights or remedies available to you under applicable law.

10. Changes and cancellations

If you need to change or cancel an order, contact us as soon as possible.

We will make reasonable efforts to accommodate your request if the order has not yet been dispatched. Once an order has shipped, cancellation through our fulfilment process may no longer be possible.

For further details about cancellation eligibility and refunds, please review our Cancellation and Refund Policy.

11. Delivery attempts and returned shipments

Delivery attempts, collection options, and the handling of undelivered packages depend on the carrier and the destination.

If a package cannot be delivered, the carrier may attempt redelivery, hold it for collection, or return it to the sender.

If your order is returned to us, we will contact you to discuss the available options. Any reshipping charges or potential refund adjustments will depend on the circumstances and will be applied only where permitted by applicable law.

12. Contact us

If you have questions about shipping, tracking, or an existing order, we are happy to help.

Santuals
Email: info@santuals.com
Business location: Canada

Please include your order number in your message so we can assist you more efficiently.

Thank you for choosing Santuals. We look forward to being part of your everyday tea ritual.