FAQ
Duties and Taxes
Canada:
Taxes are applied at checkout based on the province of the shipping address.
United States:
Duties are included in the shipping fee.
International (outside Canada & USA):
All customs duties, taxes, and import fees are the buyer’s responsibility and are not included in the item price or shipping cost. These fees are payable upon delivery as required by local authorities.
We are not responsible for customs delays or additional tracking once the package is with the courier. Charges vary by country and cannot be estimated. Please contact your local customs office for details.
How is the Canada Post strike affecting deliveries, and what are you doing to keep things moving?
Due to the ongoing Canada Post strike, some shipments may experience delays:
• Untracked Lettermail/Parcel Shipping: Orders will be held until Canada Post resumes normal operations.
• Tracked Parcel Shipping: Your order will be shipped using an alternative carrier.
• PO Boxes and Rural Areas: Deliveries to PO boxes and remote areas will also be affected by delays.
Thanks for your patience during this time.
Can I use more than one coupon code?
Sorry, only one coupon code can be applied per order. Discounts are calculated before fees and taxes.
Can I cancel my order?
You may cancel your order within 24 hours. Please email us at krelscreations@gmail.com as soon as possible.
Do you offer local pick-up?
Unfortunately, no. For security reasons, we do not offer local pick-up.
Can I combine my orders?
Yes, we can combine your orders as long as your initial order hasn’t been packed or fulfilled.
If combining orders results in a lower shipping cost, we will refund the difference.
Please email us as soon as possible with your order number at krelscreations@gmail.com.
How come shipping costs aren’t the same for every item?
Shipping costs depend on the size of the item and total weight of your order.
How long will it take for my order to arrive?
Estimated delivery times after your order is marked as fulfilled:
Canada: 1 to 20 business days
USA Tracked Parcel: 7 to 15 business days
International via lettermail: Up to 10 weeks (business days)
International via small air packet (bulk/heavy items): 10 to 30 business days
Is there a tracking number?
Lettermail and small air packet shipping do not include tracking.
If you choose untracked shipping, a tracking number will not be provided, and we won’t have any further information once the package has been shipped or handed to the post office.
By purchasing untracked shipping, you acknowledge that we are not responsible for lost orders without a tracking number.
Tracked shipping is available at checkout. If you choose tracked shipping, your tracking number will be emailed to you, or you may log into your account to track your order.
It’s past the expected delivery date, or my tracking hasn’t updated—what should I do now?
✓ If your order hasn’t arrived within the estimated timeframe (30 business days), please wait one additional week to allow time for undeliverable packages to be returned to us.
✓ Check with neighbors, your community mailbox, concierge, or building superintendent, as the package may have been misdelivered.
✓ As soon as your order is in the hands of the courier, we see the same tracking updates that you do. Please understand that any customs-related delays are out of our hands.
I entered the wrong address. What now?
If your order has already shipped with an incorrect address, we are unable to modify or track it.
If the package is returned to us, we will contact you to arrange reshipment. The customer is responsible for the new shipping cost.
Please double-check your address before placing your order to avoid any issues.