Shipping Policy

Last updated: 2025-12-01

1. General Information

Thank you for shopping with MapleGleam.
This Shipping Policy explains how we process, deliver, and handle orders within Canada, especially for customers located in the Greater Vancouver Area (Surrey, Burnaby, Richmond, Vancouver, New Westminster, Coquitlam).

By placing an order on our website, you agree to the shipping terms below.

2. Processing Time

  • Orders are typically processed within 1–3 business days.
  • Processing time may be longer during holidays, promotions, or high-order periods.
  • We will notify you by email if there is any unexpected delay.

3. Shipping Methods

We currently offer:

A. Local Delivery– Surrey / Vancouver 

Available only in selected postal codes within:

  • Surrey
  • Burnaby
  • Richmond
  • Vancouver
  • New Westminster
Local Delivery Rules：
  1. Delivery time is usually same-day or next-day (depending on time of order).
  2. If the customer is not available at delivery time, we may:
    • Leave the package at the customer’s door, OR
    • Leave it at the location specified by the customer at checkout.
  3. A photo will be taken as proof of delivery.
  4. Once the package is placed at the location and photographed, the delivery is considered completed.
  5. MapleGleam is not responsible for stolen or damaged packages after successful delivery.
B. Canada Post (Shipping Across Canada)

For customers outside our Local Delivery zone, we ship through Canada Post.

Shipping rates are calculated at checkout based on:

  • Package weight
  • Package size
  • Destination postal code

Delivery times depend on Canada Post’s schedule and may vary between 2–10 business days.

4. Shipping Fees

Local Delivery Fees

  • Normal local delivery fee: $8
  • Free shipping threshold may be offered during special promotions
Canada Post Fees
  • Automatically calculated at checkout
  • Free shipping threshold may be offered during special promotions

5. Customer Responsibilities

To ensure smooth and successful delivery, customers must provide:

  • A correct and complete address
  • A clearly identifiable location with house number
  • Buzzer number for apartment/condo buildings (if applicable)
  • An actual recipient available to receive the package

Maple Gleam is not responsible for any delays caused by incorrect addresses, missing or incorrect buzzer numbers, or the recipient being unavailable at the time of delivery.

6. Missed Delivery & Re-Delivery

For Local Delivery：

  • If we attempt delivery and the location is inaccessible (e.g., locked building, incorrect buzzer), we will contact the customer once.
  • If delivery cannot be completed, customer may choose：
     A. Free pick-up at our designated location
     B. Paid re-delivery ($10)

7. Order Tracking（訂單追蹤）

  • Local Delivery uses Email + Photo as proof of delivery.
  • Canada Post shipments include a tracking number when applicable.

8. Lost or Stolen Packages（包裹遺失或被偷）

  • Once a Local Delivery order has been photographed and marked as delivered,
     MapleGleam is not liable for any theft or damage afterward.
  • For Canada Post shipments, we can assist customers in submitting an inquiry, but the investigation results provided by Canada Post will be considered final.

9. Damaged Packages

If the package arrives damaged, please contact us within 48 hours with：

  • Order number
  • Proof of damage
  • Photos of the outer packaging

We will review the situation and arrange a refund or replacement accordingly.

10. Contact Information

If you have questions about this Shipping Policy or need assistance with your delivery:

📧 Email: support@maplegleam.veginoodle.com

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