Shipping and Return Policy
Last updated: February 9, 2026
At Hedessent.ca, we strive to ensure your order arrives in perfect condition. While we do not accept product returns, we are committed to resolving any issues with lost or damaged packages. Please review the guidelines below for more information on how to report and address any shipping concerns.
Carrier & Delivery Timelines:
We ship most orders via Canada Post. Shipping rates and estimated delivery dates shown at checkout are live rates provided directly by Canada Post and are based on your delivery location and selected service level. These estimates are provided by the carrier. Hedessent does not have control over transit time once an order has been shipped. For the most accurate delivery expectations, please refer to the shipping method and estimated delivery date displayed at checkout.
Flat Rate Shipping:
We typically ship all flat rate orders via Canada Post, though another courier may be used when required.
Flat rate shipping orders typically deliver within 4-10 business days from the date of purchase. This timeframe is an estimate only and is not a guaranteed delivery window. Delivery times may vary based on destination, carrier volume, weather conditions, and other factors outside of our control.
Orders placed on weekends, during holidays or after 1pm EST are processed the following business day.
Tracking Information:
Once your order has been picked up by our courier, tracking information will be sent to you directly by email via the carrier. Please ensure you check your junk/spam folder for these notifications. If you do not receive tracking details, or if you have questions about your shipment, please contact orders@hedessent.ca and a member of our team will be happy to assist you.
Lost Packages:
If your package is lost in transit, all claims must be communicated to us at orders@hedessent.ca within 1 week after the estimated delivery date. Hedessent.ca will investigate the issue and, if your package is deemed lost, a reshipment will be arranged at no additional cost.
Damaged Packages:
If your package arrives damaged, you must report the issue to orders@hedessent.ca within 24 hours of delivery. Please provide photographs of the damaged package and its contents, and we will work to resolve the issue, which may include reshipping the product if necessary.
Product Issues:
If there is an issue with the products or any aspect of your order, such as missing items or incorrect products, please submit a problem report via email to orders@hedessent.ca. Include your order number and details of the issue, and we will promptly assist you.
Wrong Address:
If the address you provided is deemed insufficient by the courier and the package is returned to our facility, you will be responsible for reshipment costs. Once we confirm the updated address, we will arrange for the order to be resent.
Unclaimed Shipments:
If your shipment is unclaimed and returned to our facility, you will be responsible for the cost of reshipping the order.
Order Cancellations
Orders may be cancelled within 24hrs of purchase, provided the order has not yet entered processing or production. To request a cancellation, please forward your order confirmation email to orders@hedessent.ca with the subject line “Cancellation Request”
Cancellation requests received outside business hours or on weekends will be honoured as long as they are received within 24hrs of purchase.
Non-refundable Orders:
Please note that all sales are final. We do not offer refunds for changes of mind or buyer’s remorse.
For any further questions or concerns, feel free to contact our support team at info@hedessent.ca