Shipping policy
Shipping Providers
We work with a variety of shipping companies to find the option that works best for you. When you go to the checkout page and enter your shipping address, you will be able to select from a list of shipping options. This list may include multiple services from shipping companies and couriers including:
- Canada Post
- UPS
- FedEx
- Purolator
- Canpar
- GLS
- DHL
Shipping Times
There are two aspects to your order timing. The order processing time is how long it will take us to make and prepare the items in your order for shipping. Orders are typically made and shipped out within 1 week, but this may vary during busier seasons or for certain products. Check the item description and the Home Page banner for more accurate information.
The shipping time is the time it takes for the package to be delivered once it is picked up from us. The shipping time will vary depending on your location and the shipping method that you choose at checkout. The estimated shipping times are shown for each shipping method during the checkout process. The shipping time can vary from 1 day up to 2 weeks, depending on your location and the shipping method.
Please note that shipping times are estimates only and are not guaranteed. Delays are possible, especially during periods of high parcel volume such as Christmas. We always recommend that you reach out before ordering if you need your products by a certain time so we can work together to try and get your order delivered as soon as possible.
Shipping Prices
Shipping rates are calculated based on the items ordered and your postal/zip code. To see the shipping price, add all items to your cart and then go to the checkout page. Once you add your address, you will see the price for each shipping method.
Shipping costs are non-refundable. Customers are responsible for any return shipping costs, if applicable.
Undelivered Packages
We are not responsible for mail that cannot be delivered because of an incorrect address or failure to pickup at the post office by their deadline.
If your package is returned to us as "undeliverable", you may have it re-shipped by paying a new shipping cost. If we are charged a return shipping fee by the postal service, you will be responsible for paying this fee as well. If your items are eligible for return, you can choose to cancel & have those items refunded instead of shipping them again. The original shipping cost will not be refunded.
Duties & Customs
Orders are shipped from Ontario, Canada. All orders shipped to the United States may be subject to additional customs fees, duties, and/or taxes. These fees are the responsibility of the buyer.
Local Pickup
Local customers can choose to pickup their order to save on shipping costs. Pickup is outside of Renfrew, ON, Canada. You will be contacted by email when your order is ready to be picked up. Pickup can be done anytime via contactless porch pickup, but you must respond to our email with the date & time that you will be coming by.
Lost or Damaged Shipments
All of our shipments are sent with tracking and are insured. In the event that your package does not get delivered or is damaged upon delivery, please contact us at hello@millerroadmade.com as soon as possible.
For damaged packages, you must send us photos that show the damage on any packaging and products. This will be required for us to submit a claim with the shipping provider. Do not discard the product or packaging until we advise. We will open a case with the shipping provider and be in communication with you regarding the outcome.
For missing packages, we can open a ticket with the shipping provider to track it down. If they determine that the package has been lost, the order will be fully refunded and you can choose to repurchase if the products are still available.