Shipping policy
Shipping Policy – Toneline Strings
We ship all Toneline Strings orders from Montreal, Canada within 2–3 business days. Shipping is a flat rate of CAD 6.95 in Canada and CAD 9.95 to the USA, with free shipping on orders over CAD 100 in Canada and CAD 120 in the USA. International shipping is available to most countries, with rates and options calculated at checkout. Delivery times typically range from 2–8 business days in Canada, 5–10 business days to the USA, and 6–21 business days internationally, depending on the selected service and destination. Import duties, taxes, and customs fees (where applicable) are the responsibility of the recipient.
Processing times
• Orders are prepared and shipped within 1–2 business days (Monday to Friday, excluding holidays).
• In periods of high order volume or carrier delays, shipping times may be slightly longer; if there is a significant delay, we will notify you by email when possible.
Shipping locations
• All orders are shipped from Montreal, Quebec, Canada.
• We currently ship to Canada, the United States, and most countries served by our carriers.
Shipping options and rates
Canada
• Flat-rate shipping of CAD 6.95 for all orders under CAD 75.
• Free shipping for all orders of CAD 75 or more (before taxes and discounts).
United States
• Flat-rate shipping of CAD 9.95 for all orders under CAD 90.
• Free shipping for all orders of CAD 90 or more (before taxes and discounts).
International (outside Canada and the United States)
• Shipping rates are calculated at checkout based on the destination country and the weight of your order.
• Some destinations may offer only tracked options or longer delivery times, depending on the services available.
All applicable shipping options and charges are clearly displayed at checkout before you confirm your order.
Estimated delivery times
• Canada: typically 2–8 business days, depending on the region and selected service.
• United States: typically 5–10 business days with standard tracked services.
• International: typically 6–21 business days, depending on the country and selected service; some economy options may take longer.
These timeframes are estimates only and are not guaranteed. Delays outside our control (customs, weather, strikes, etc.) may occasionally occur.
Tracking
• When you choose a tracked shipping option, you will receive a shipping confirmation email with a tracking number as soon as your order leaves our workshop.
• Some low-cost international options may not include tracking; this will be indicated at checkout when applicable.
Duties, taxes, and customs (international orders)
• For orders shipped outside Canada, your order may be subject to import duties, taxes, and customs fees charged by your local authorities once the shipment reaches your country.
• These charges are not included in our product prices or shipping fees and are the customer’s responsibility.
• Customs policies vary widely from country to country; please contact your local customs office for more information before placing an order.
Lost, damaged, or delayed parcels
• Risk of loss passes to the carrier once we hand over the parcel, but if your order appears lost, significantly delayed, or arrives damaged, please contact us and we will work with the carrier to investigate.
• Please keep all packaging and take photos of any damage, as these may be required to open a claim with the carrier.
Incorrect addresses and returned parcels
• Please ensure that your shipping address is complete and accurate at checkout.
• We are not responsible for parcels that are lost, delayed, or returned due to incorrect or incomplete addresses. If a parcel is returned to us, we can reship it to a corrected address; additional shipping charges may apply.
Returns
• This Shipping Policy works together with our Return Policy. Please refer to our Return Policy page for full details on eligibility, required product condition, and how to start a return.
• Shipping fees are generally non-refundable, except in cases of our error or where required by applicable consumer protection laws.