Shipping & Damaged Product Policy

SHIPPING & DAMAGED PRODUCT POLICY

WITHIN CANADA/ DOMESTIC

FREE SHIPPING ELIGIBILITY

We offer free standard ground shipping (typically Canada Post Expedited or equivalent courier) on product orders totaling $120 CAD or more after discounts and before taxes for our retail customer, and orders totaling $500 CAD or more after discounts and before taxes for our wholesale customers. This offer applies to most urban addresses within the 10 Canadian provinces.

⚠️ Remote Areas & Territories: Due to significantly higher courier surcharges, free shipping does not apply to:
- Yukon, Northwest Territories, and Nunavut
- Remote rural areas
- Select Gulf Islands in British Columbia

If your shipping address falls into one of these zones, we will contact you with a custom shipping quote (our cost minus a portion that we will cover on your behalf) before processing your order. You may approve the extra charge or cancel for a full refund.

SHIPPING COSTS (Orders Under $120 for retail, $500 for wholesale)

If your order total is below the free shipping threshold, our website will automatically calculate the exact shipping cost during checkout.

We do not add handling fees or markups — you pay what the courier charges us.

MELTABLE GOODS – CHOCOLATE ETC.

Due to the delicate nature of our chocolate and other meltable products (including but not limited to: Chocolate, Cacao Butter, Cacao Paste, Love Butter, Mindful Monk, etc.), we cannot guarantee that these items will arrive in solid or undamaged condition when shipping.

We do our absolute best to protect your order with insulated packaging and ice packs when appropriate, but extended transit times, warm temperatures, or receiving goods to a community mailbox or if package is left in the sun at point of delivery are beyond our control.

If you are ordering meltable goods, please consider this risk before placing your order.

⏱️ PROCESSING & DISPATCH TIMES

Order Cutoff: Orders placed before 2:00 PM EST on business days (Monday–Friday) usually ship the same day.
Weekend Orders: Orders placed after 2:00 PM EST on weekdays, or anytime during the weekend, will ship on the next business day.
Peak Season Delays: During major sales (e.g., Black Friday, Boxing Day) and Canadian holidays, processing times may extend to 3–5 business days. We appreciate your patience during these busy periods.
Summer Shipping & Heat-Sensitive Products: During the summer months, we do not dispatch orders on Fridays. For orders containing heat-sensitive or meltable products, we monitor weather conditions at both the shipping origin and destination, taking into account the expected transit time. If temperatures are likely to compromise the condition or quality of the products, we may temporarily hold the order and dispatch it when conditions are more suitable. This is done to help ensure your products arrive in the best possible condition.

DELIVERY TIMEFRAMES

Most Giddy Yo orders are delivered within 2–7 business days from the ship date, depending on stock availability, your location, and the courier service used.

*Please note: Fulfillment and delivery times are estimates and may vary, especially during holidays or extreme weather events.*

SHIPMENT CONFIRMATION & TRACKING

Once your order is prepared, packed, and handed off to the carrier, you will receive a Shipment Confirmation Email. This email will include:
- Your tracking number
- A direct link to track your package
- The courier service used

✅ ADDRESS ACCURACY (IMPORTANT)

Giddy Yo relies on our customers to provide accurate and complete shipping information. Please double-check your address before clicking "Place Order."

- Once your package has left our warehouse, we cannot modify the delivery address or redirect the shipment.
- If a package is returned to us because you provided an incorrect or incomplete address, you will be responsible for paying the full shipping cost to re-send the order to the correct address.

DELIVERY ATTEMPTS & PICKUP

If your package requires a signature and you are not home, the carrier will leave a delivery notice card.

- It is your responsibility to pick up the package from the local post office or depot within the carrier's holding period (usually 5–10 business days).
- Unclaimed packages that are returned to us will incur a re-shipping fee if you wish to have them sent out again.

☀️ CUSTOMER RESPONSIBILITY (THEFT, WEATHER, & WILDLIFE)

To ensure your products arrive in perfect condition, please retrieve your package as soon as possible after delivery.

We are not liable for damage caused by:
- Extreme heat, cold, or rain
- Sun exposure (especially in neighbourhood community mailboxes, which can become very hot)
- Wildlife or pests
- Theft after the carrier marks the package as "Delivered"

We strongly recommend using a secure delivery address (e.g., your workplace or a Canada Post Delivery address) if you are concerned about package safety.

GLASS BOTTLE DISCLAIMER

Some of our products are liquids in glass containers. Canada Post and many couriers do not offer insurance coverage for glass breakage during transit.

By purchasing glass-bottled items, you accept the risk of transit damage.

Need extra protection? If you are concerned about breakage, please leave a note in the "Order Comments" box at checkout, and we will add additional bubble wrap padding to your shipment.

⚡ SPECIAL SHIPPING REQUESTS

We do not cover shipping costs for special requests such as:
- Overnight delivery
- Expedited courier services
- Saturday or holiday deliveries

If you require expedited shipping, please contact us at service@giddyyoyo.com before placing your order. The additional cost will be billed to you separately.

❓ QUESTIONS?

If you have any questions about our shipping policy, your delivery status, or a specific shipping quote, please reach out to us at:

Email: service@giddyyoyo.com
Phone: (844)443-9696, (519)940-3869

Real people work at Giddy Yo and someone will get back to you! Our regular business hours are Monday -Thursday 9:30 am - 5 pm EST, Friday 10:00 am- 5 pm EST. We are closed on statutory holidays and weekends.

INTERNATIONAL SHIPPING POLICY

*Currently we are not fulfilling orders for our valued US customers. However, if you are interested in ordering, please contact us directly at service@giddyyoyo.com.

SHIPPING OPTIONS & COSTS

All international shipping options and costs are calculated dynamically at checkout based on three factors:
- Weight of the package
- Dimensions of the box
- Destination address

We ship all international orders via Canada Post (or an equivalent international courier service, depending on the destination). The website will display all available shipping methods and prices before you complete your purchase.

We do not add handling fees or markups — you pay what the carrier charges us.

CUSTOMS, DUTIES, & TARIFFS

Important: Any customs clearance fees, import duties, tariffs, and local taxes are the sole responsibility of the receiving customer.

- These charges are determined by your country's customs authority and are not included in the shipping cost you pay at checkout.
- We are unable to predict or estimate what these fees will be, as they vary widely by country.
- Giddy Yoyo (2016) Inc. is not responsible for delays, damages, or losses caused by customs processing in your country.

We recommend contacting your local customs office before placing an order if you have questions about potential importation fees.

FINAL SALE – INTERNATIONAL & USA ORDERS

All orders shipped to the USA and international destinations are final sale.

We do not accept returns, exchanges, or cancellations on international orders once they have been processed. This policy is in place due to the high cost and complexity of return shipping and customs re-entry.

⚠️ LIABILITY DISCLAIMER (CUSTOMS & DELIVERY)

Giddy Yoyo (2016) Inc. shall not be held responsible for:
- Loss, damage, or theft that occurs after the package has been handed over to the international carrier
- Delays caused by border services, customs inspections, or local postal systems
- Failure to deliver due to customs holds, confiscation, or refusal of entry by your country's authorities
- Negligence on the part of border services or the destination country's postal service

Once your package leaves Canada, it is subject to the rules and handling practices of the destination country's customs and postal system, over which we have no control.

MELTABLE GOODS – CHOCOLATE ETC.

If you are ordering meltable goods internationally, please consider this risk before placing your order.

⏱️ PROCESSING & DELIVERY TIMES

- Processing: Orders are typically processed and prepared for shipment within 1–3 business days.
- Delivery: International delivery times vary significantly by destination. Most orders arrive within 5–15 business days, but this is an estimate only.
- Delays: Fulfillment and delivery times may be extended during:
- Major sales events (e.g., Black Friday, Boxing Day)
- Canadian and international holidays
- Peak shipping seasons (e.g., December holidays)
- Customs processing backlogs

SHIPMENT CONFIRMATION & TRACKING

Once your order is packed and handed off to the carrier, you will receive a Shipment Confirmation Email. This email will include:
- Your tracking number
- A direct link to track your package internationally
- The shipping service used

*Please note: Tracking may not update for several days after the package leaves Canada, especially once it enters the destination country's postal system.*

✅ ADDRESS ACCURACY (IMPORTANT)

Giddy Yo relies on our customers to provide accurate and complete shipping information. Please double-check your address before clicking "Place Order."

- Once your package has left our warehouse, we cannot modify the delivery address or redirect the shipment.
- If a package is returned to us because you provided an incorrect or incomplete address, you will be responsible for:
- The full shipping cost to re-send the order to the correct address
- Any return fees or customs charges we incur to have the package returned to us

CUSTOMER-ARRANGED SHIPPING

If you prefer to arrange your own international shipping using a courier of your choice (e.g., DHL, FedEx, UPS), we are happy to accommodate you.

- Please contact us before placing your order to make arrangements.
- We will pack your order and hold it for your courier's pickup.
- You are responsible for providing all necessary shipping labels and customs documentation.
- Giddy Yo is not responsible for any loss, damage, or delays once your courier takes possession of the package.

For customer-arranged shipping inquiries, email us at: service@giddyyoyo.com

CUSTOMER COMMUNICATION

For all international customers outside the USA, all correspondence regarding your order, shipping inquiries, and customer support will be conducted via email only to:

service@giddyyoyo.com

Please allow 1–2 business days for a response, as we operate during Canadian business hours (EST).

QUESTIONS?

If you have any questions about our international shipping policy, customs fees, tracking, or a specific destination, please reach out to us:

Email: service@giddyyoyo.com
Phone: (844)443-9696, (519)940-3869

We're happy to help!

DAMAGED PRODUCT

OUR COMMITMENT TO QUALITY

At Giddy Yo, we take great care to ensure your order arrives in tip-top shape. We use adequate protective packaging materials—including bubble wrap, padding, and insulated liners when necessary—to safeguard your products during transit.

However, once your package leaves our warehouse, it enters the hands of the carrier and is subject to handling conditions beyond our control.

WHAT WE ARE NOT RESPONSIBLE FOR

Giddy Yo is not liable for damage or loss caused by:

- Shipping carrier handling – Rough sorting, dropping, or crushing by Canada Post or courier services
- Inclement weather – Heat, cold, rain, or snow exposure during transit or after delivery
- Package refusal – If you refuse delivery or fail to accept the package
- Failure to retrieve – Packages left in community mailboxes or drop boxes that are exposed to extreme temperatures, sun, or theft
- Theft – Packages stolen after the carrier marks them as "Delivered"
- Incorrect addresses – Damage or loss resulting from an incomplete or inaccurate shipping address provided by the customer

Once the carrier confirms delivery to the address you provided, our responsibility for the package ends.

✅ WHAT TO DO IF YOUR PRODUCT ARRIVES DAMAGED

If you receive a product that is damaged, please follow these steps:

Step 1: Document the Damage
Take clear, well-lit photos of:
- The damaged product(s)
- The packaging (box, bubble wrap, etc.)
- Any visible external damage to the shipping box

Step 2: Contact the Carrier (Recommended)
If the damage is clearly due to mishandling during shipping, we recommend that you report the issue to Canada Post or the courier service immediately. They may require you to retain the original packaging for inspection.

Step 3: Email Us
Send an email to service@giddyyoyo.com with:
- Your order number
- A description of the damage
- Photos of the damaged item(s) and packaging

We will review your case and work with you to find a fair resolution.

⏱️ TIMELINE FOR REPORTING DAMAGE

To ensure we can assist you effectively, please report any damage within 48 hours of receiving your package.

Reports submitted after this timeframe may be difficult to verify, and we may not be able to offer a resolution.

MELTABLE GOODS EXCEPTION

Please note that chocolate, cacao butter, cacao paste, love butter, and other meltable products are temperature-sensitive.

- We pack these items with care and use insulated materials when possible.
- However, we cannot guarantee these products will not melt during transit, especially during summer months or when shipping to warm climates, or other situations beyond our control.
- Damage caused by melting is not covered by Giddy Yo once product leave our warehouse.

We recommend ordering meltable items during cooler months.

RESOLUTION OPTIONS

If we determine that the damage occurred despite our proper packaging and was not due to customer negligence, we may offer one of the following resolutions at our discretion:

- Replacement – We will ship a replacement product to you (subject to stock availability)
- Store Credit – We will issue a credit toward a future purchase
- Partial Refund – We may offer a partial refund for the damaged portion of your order

*Please note: International orders are final sale and may have different resolution options available.*

SHIPPING CARRIER CLAIMS

In some cases, we may need to file a claim with the shipping carrier on your behalf. If this happens:

- We will request that you retain all original packaging until the claim is resolved
- We may ask you to provide additional documentation or photos
- Please be aware that carrier claims can take several weeks to process

We will keep you informed throughout the process.

QUESTIONS?

If you have any questions about our damaged product policy, need help filing a claim, or want to report an issue with your order, please reach out to us:

Email: service@giddyyoyo.com
Phone: (844)443-9696 and locally (519)940-3869

We're here to help and will do our best to make things right!

Giddy Yoyo (2016) Inc.
We appreciate your business!