Shipping policy

Overview

All orders are processed within 1 to 5 business days (excluding weekends, holidays, and COVID-19 related shutdown restrictions) after receiving your order confirmation email. Note that processing delays may occur due to high order volumes. You will receive another notification when your order has shipped. Postal delays due to service interruptions are out of our control and may affect overall shipping times.

Please allow for 10 business days to process your order if COVID-19 restrictions are in place for our warehouse.

Domestic Shipping Rates and Estimates

Shipping charges for your order will be calculated and displayed at checkout. All of our shipping options are tracked, so you will receive updates and shipping information after your purchase.

Curbside Pickup

At this time curbside pickup is: AVAILABLE

The policy will be as follows in those times: You can skip the shipping fees with free local pickup at Hacksmith Retail in Kitchener, Ontario, Canada. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 5 business days. We will send you an email when your order is ready along with instructions. 

Our in-store pickup hours are 10AM-4PM EST on weekdays. Please have your order number, and confirmation email with you when you come. Do not show up on any days that are not intended for pickup. Note that this is curbside pickup and you will not be allowed into the building. Present the receipt of purchase to the person who greets you at the door and return to your vehicle. They will come back out with your order and leave it on the steps to ensure social distancing is maintained.

International Shipping

At this time, we do not ship to North Korea and Russia.

Shipping charges for your order will be calculated and displayed at checkout. 

DHL EXPRESS shipping to outside of North America will typically be anywhere between 3 to 10 days. 

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. We have a prepaid taxes option for certain countries. If you use this option, we will take care of paying the duties and taxes for you. However, Hacksmith Retail is not responsible for these charges if you selected a non-prepaid taxes option, are your responsibility as the customer.

How Do I Check the Status of my Order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your shipping confirmation email within 5 days of placing your order, please contact us at support@hacksmithretail.com with your name and order number, and we will look into it for you.

Shipping to P.O. Boxes

Of our couriers, only Canada Post can deliver to Canadian P.O boxes only. All our other couriers cannot deliver to P.O boxes. If you put a P.O box as a shipping address, we will not ship your order and we will contact you for an address change. 

Stolen/Lost Products

Please keep in mind that once your order has been dispatched, Hacksmith.store is not responsible for any losses or damages that might occur while your order is in the couriers hands. It’s the customer’s responsibility to follow the tracking information provided and contact your local postal or courier service, to ensure the safe and timely delivery of your purchase. We will assist you in recovering an item to the best of our abilities. However, we will not provide a replacement or refund in cases where the package has been delivered but is missing or has been stolen.