Shipping Policy // Lost Order

REFUND // REPLACEMENT

It is so upsetting when a package seems lost in the postal void, and I know how frustrating the wait can be. However, items do often get held up at customs, especially at this time when post offices are overrun with items, and packages are taking longer to clear customs. We declare all of our packages appropriately, but at a certain point it is out of our control. We do offer a replacement items after the appropriate amount of time:

Local packages (Canada): 20 business days from shipping date.
North American packages (USA): 40 business days from shipping date.
International packages (rest of world): 60 business days from shipping date.

LOST // STOLEN PACKAGES

If a package is lost in the mail and never arrives (not marked delivered), we are able to send a replacement or refund ONLY if the optional shipping insurance was added to your order. If standard shipping is selected, we are not able to replace or refund your item. There are some exceptions to this policy, so please contact us if you feel that you may have special circumstances. Please understand that as a small business, we will do everything we can to find and replace your item, but unfortunately, we cannot cover the cost for all lost packages. Please consider upgrading your shipping if you are concerned about this!

If your package was stolen after delivery, we are very sorry, but we will not be able to replace your item(s). Once the carrier has marked the package as delivered, the insurance is void. With this in mind, please only send your packages to addresses you can trust! It is up to the customer to ensure their items are delivered to a secure location.

All customers are responsible for paying import fees, duties, taxes, etc for their country. If your item was returned to the sender for not paying import fees, duties, or incorrectly entered address or name, no refund will be issued for the shipping fee. If you would like your item re-shipped, you will have to pay the additional shipping cost. 

As always, thank you for your understanding and we look forward to hearing from you! If you have any further questions, please use our contact form here, or send us an email at support@knock.thrice.ca.

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RETURNS // EXCHANGES

Due to a warehouse changeover, we are not able to accept returns or exchanges until late February. This will mean that our cut off of 30 days post receiving will be extended. Please keep all original packaging and do not wear the garment if you intend to return it. Email support@knockthrice.ca for more information. Thanks!

For more information on returns and exchanges, please click here.