Shipping policy
ORDER PROCESSING
Orders are shipped from Cambridge, Ontario, Canada.
Most in-stock orders are prepared for shipment within 3–5 business days, excluding weekends and statutory holidays. Handcrafted, personalized, made-to-order or pre-order items may require additional processing time. Any longer timeframe will be stated in the product description or communicated before shipment.
If an unexpected delay affects your order, Ekaa 297 will contact you using the information provided at checkout.
SHIPPING DESTINATIONS AND RATES
Ekaa 297 currently ships within Canada and to the United States. Available shipping services and charges are displayed at checkout and may vary according to the destination, parcel size, weight and selected delivery service.
DELIVERY ESTIMATES
Delivery estimates begin after an order has been dispatched. Carrier delivery times are estimates and are not guaranteed. Weather, customs processing, service interruptions and peak-season volumes may cause delays beyond our reasonable control.
TRACKING
Tracking details will be sent to the email address provided at checkout when the selected shipping service includes tracking. Please allow time for the carrier’s tracking system to update after receiving your shipment notification.
SHIPPING ADDRESS
Customers are responsible for providing a complete and accurate shipping address. Please contact Ekaa 297 immediately if a correction is required. Once an order has been dispatched, we cannot guarantee that an address can be changed or a parcel redirected.
Additional shipping charges resulting from an incorrect or incomplete address may be the customer’s responsibility, subject to applicable law.
UNITED STATES ORDERS AND IMPORT CHARGES
Orders shipped to the United States may be subject to customs duties, tariffs, taxes, brokerage fees or other import charges. Unless checkout clearly states that these charges have been collected, they are the customer’s responsibility.
These charges are determined by customs authorities and shipping carriers and are not controlled by Ekaa 297. Refusing a parcel or failing to pay applicable import charges may result in return costs being deducted from any eligible refund, subject to our Returns & Exchanges Policy and applicable law.
LOST OR DAMAGED PARCELS
If your parcel appears lost or arrives damaged, please contact Ekaa 297 through our Contact Us page as soon as possible. For damage claims, please retain all original packaging and provide clear photographs of the parcel, packaging and affected item.
We will assist with the carrier’s investigation or claim process. Any replacement or refund will be determined after reviewing the circumstances and carrier information, in accordance with our store policies and applicable law.
CONTACT US
For shipping questions, please use our Contact Us page and include your order number.