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Frequently Asked Questions

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Below are some answers that might help you!
If you still cannot find what you are looking for, we are happy to help!  

If you still cannot find what you are looking for, we are happy to help!  


Undeliverable Packages

There are many reasons that packages may be returned to Shiftly and marked as undelivered.
Please see below for a list of the most common reasons. 

Item is too big for a P.O. Box

Some packages and items are too large to ship to a P.O. Box and must be shipped to a street address. The size limitations of a P.O. Box are dependent upon the courier and location of the P.O. Box. For further information, please contact the P.O. Box service/ company being used. 

Incorrect Address

If the address is inaccurate or outdated, the package is typically returned to us by the carrier or the resident at the inaccurate address. 

Carrier Does Not Deliver to the Address

Canada Post does not deliver to some addresses. If you also have a P.O. Box address, it's best to use that address for your Shiftly orders. Please note that Canada Post only forwards first class mail and magazines and does not forward packages. First class mail is defined as letter mail pieces including: invoices, correspondence or time sensitive printed matter. 

Address Format (error)

To ensure that P.O. Box packages are routed through the proper carriers, please enter the box number as "P.O. Box" followed by the specific P.O. Box number. If you are a private mailbox holder (use a local commercial mail receiving agency), do not use "Box" for your mailbox number, instead use # or PMB. This will ensure that your address is not mistaken to be a P.O. Box, and that orders can ship to you via means other than Canada Post. If details are not entered in a recognizable format, the package may be shipped through a carrier that cannot deliver to a post office box. 

Other Address Problems

Packages sent to prisons MUST be sent via Canada Post or it will be returned and marked “Address problem” or “undeliverable”. Additionally, there may be delivery restrictions associated with the items or shippers. These restrictions are determined by the penitentiary and may vary. For further information about shipping to prisons, please connect directly with the facility. 

Failed Delivery Attempts

Most of our carriers make three attempts to deliver a package. Packages over a certain dollar value may require a signature. This is generally up to the discretion of the driver to determine if a signature is required or not. After three attempts, the package will be returned to Shiftly.

Damaged During Transit

If a package is damaged while on its way to you, the courier may return it to us without attempting delivery. 

Refused by Recipient

If a recipient is not expecting a package, they may refuse it if they believe it was sent to them in error.

Delivery Terms & Conditions: 

Delivery Warnings

We recommend that you not use delivery addresses of buildings that may be closed due to current regional and provincial restrictions (e.g. schools).

Guaranteed Delivery Terms

At this time, we are not able to provide a guaranteed delivery date on packages. This is something we will be working towards in the future but want to ensure that we maintain necessary safety precautions prior to introducing this. To avoid any delays in your order processing, please ensure you: 

  • Use a valid credit card.
  • Provide a valid address.

Checking on the status of my order/ delivery

You can track your orders and deliveries from Your Account >> Your Orders on If there is no tracking information, it means the package has not yet shipped. Our goal is to ship our orders as soon as we are physically able to while keeping in mind the safety of our employees. If you need an immediate update on your order, please e-mail: 

Can I change the address on my order?

We highly recommend that you check the shipping address prior to submitting any orders. If there is a need to change the address on an active order, you may do so as long as the order has not yet shipped. Once the package is shipped and tracking information is available, we will not be able to change the shipping address. For any questions, please e-mail: 

Remote Locations:

Some items cannot be shipped to remote locations. If an item cannot be shipped to remote locations, this information appears on the product detail page. Remote locations are postal codes that are difficult to serve.

Examples are:

  • Towns and cities far from a main shipping hub
  • Canada Post Air Stage Locations (where mail must be airlifted at certain times of the year)
  • An additional 2-5 days for delivery to remote locations should be factored in. 

International Shipping: 

At this time, we do not offer international shipping. 

Shipping Time Frames

Most items will ship within 2 business days of purchase. Since all shipments from Shiftly are domestic, it is expected that packages will arrive within 4 to 10 business days once tracking is available (allowing for time in transit). 

Free Shipping:

Orders over $75 before taxes are eligible for free shipping. 

Canada Post Pickup Options: 

The Canada Post pickup points delivery option allows you to choose a Canada Post retail location as a shipping destination for your order instead of having a package delivery to your home or business. In this way, you can select a Canada Post pickup point location and pick up your package within a 15-day window.

To be eligible for delivery to a Canada Post pickup point, your order must meet the below criteria:

  • Have a length of no more than 2 metres or have a length + girth of no more than 3 metres
         Note: Girth = (package height + width in metres) x 2
  • Have a shipping weight of no more than 30 kilos
         Note: There is no transaction fee associated with shipping to a Canada Post pickup point

When your package is ready to be picked up, you'll receive an email notice from Shiftly, with a unique barcode. The message will also include the address and hours of operation for your selected location.

To retrieve your package, you'll need the message from Shiftly (either printed out or displayed on your phone) and identification that matches the name that you selected during checkout. The identification should be a government-issued photo ID with the same address as the billing address on the original order.

Someone living at the same address may pick up the package on your behalf. If you want to authorize someone not living at the same address to pick up the item, you can print and complete the form attached to the delivery notice. The authorized individual should present the completed form along with a government-issued photo ID.

Note: All packages must be picked up from Canada Post pickup points within 15 calendar days. If your package isn't picked up within that time frame, it will be returned to Shiftly and a refund will be issued. 

Place an Order for Delivery to a Canada Post Flex Delivery location: 

During checkout, you'll see the option to search for a Canada Post pickup point if any of the items in your order are eligible.
To place an order for delivery to a Canada Post pickup point via Flex Delivery:

  • Place an eligible item in your shopping cart and click the Proceed to Checkout button.
  • Find and register to use the location nearest Canada Post Flex Delivery location nearest to you.
         For more details please use 
  • When proceeding with the checkout, indicate the address you have determined via the Flex Delivery site in the delivery address.  
  • Complete your order as usual.

When your package is ready to be picked up, you'll receive an email notice from Shiftly.


Returning an Item Ordered on Shiftly:

To keep everyone safe, we do not accept returns on open or used personal care, beauty products or items that have been worn or consumed. This includes but is not limited to: used bedding products, hygiene products, food related items, creams and soaps. All returns MUST be in resellable condition unless defective. Returns on items approved for return will only be allowed within 30 days of receiving the product. 

To return an item you ordered:

  • Go to Your Orders to display your recent orders. At this time, we do not accept returns for gifted items. 
  • Choose the order and select Return.
  • Select the item you want to return, and select an option from the Reason for Return menu.
  • If applicable, print your return label and return authorization. 
  • Add your return label (if applicable) and package your items for return. Pack your item securely, following the instructions sent to you when you requested your return from the Returns Centre.

Tip: Each return label is assigned to a specific return. To make sure that you receive the correct refund, don't include items from multiple orders or shipments in the same box.

You can view the status of a return or a refund in Your Orders by selecting View Return/Refund Status next to the relevant order.

Gift Cards: 

Gift cards are not eligible for a return or refund. 

Late Returns/Refunds

Returns on most items approved for return will only be allowed within 30 days from delivery of product. To check the return window for an item you have ordered, go to Your Orders and select Return Item. In extreme circumstances, an exception can be made at the discretion of our customer service team.

Note: After the carrier has received your item, it can take up to three weeks for us to receive and process your return.

Note: If shipping fees were paid on the original order and the reason for return is not the result of a Shiftly error, the original shipping fees will not be refunded. 

Check the Status of Your Refund 

Check the status of your refund through Your Account. 

  • Once you are logged in on Shiftly, go to Your Orders.
  • Next, click Returns and this will bring you to a queue with any active return requests.