SHIPPING + RETURNS

Please note: we do use couriers other than Canada Post. If Canada Post is unavailable at the time your order is ready to ship, we will use alternative shipping options. We may reach out to you to confirm your full address if only a P.O. box number was provided.

PROCESSING TIME:

At The Skinny, we hustle to process and ship your orders within 5 business days of purchase. Around high volume periods (i.e. Holidays, Sales, Black Friday) please allow an additional 3-5 business days for your order to ship. We do not ship Saturday, Sundays or Holidays.

Please note our processing times do not include sale periods and the day(s) your order is packed and shipped is not counted as a day in transit.

CANCELLATIONS

Online orders can only be cancelled within 2 hours of the order being placed on regular priced items only. Please email community@shoptheskinny.ca for all cancellation requests.

If a shipping/pickup confirmation has already been sent, orders can not be cancelled or adjusted, even if the request falls within the time period.

Items that are final sale cannot be cancelled.

DOMESTIC SHIPPING

We strive to process your order promptly and ensure it arrives on time. However, delivery timelines are estimates and cannot be guaranteed. Delays may occur, if you live in a rural area or if the carrier experiences unforeseeable issues such as weather conditions, high package volumes, service interruptions and/or events beyond the control of The Skinny. Shipment tracking can be found in your shipping confirmation email once your order has shipped. It may take up to 48 hours for your tracking number to be activated.

Please note that Canada Post is closed on national, provincial and territorial holidays, with no collection or delivery of mail on these days.

INTERNATIONAL SHIPPING: To the United States (CURRENTLY PAUSED)

**PLEASE NOTE, WE ARE CURRENTLY UNABLE TO ACCEPT ANY RETURNS ON ALL UNITED STATES ORDERS AND EACH WILL BE TREATED AS FINAL SALE.**

We strive to process your order promptly and ensure it arrives on time. However, delivery timelines are estimates and cannot be guaranteed. Delays may occur, if you live in a rural area or if the carrier experiences unforeseeable issues such as weather conditions, high package volumes, service interruptions, customs delays, and/or events beyond the control of The Skinny.

Please expect 6-12 business days in transit for all US bound packages, not including any potential delays faced by the shipping provider due to weather conditions, high package volumes, service interruptions, customs delays, etc. Packages shipped to the United States will be sent via Air Mail and may or may not include a tracking number.

DUTY

Shipping rates do not include import or duty fees, which may be charged when the package reaches your destination country. These fees are levied by local customs authorities, and we cannot estimate these charges.

PREORDER SHIPMENTS

Payment is charged immediately at checkout, not when the item ships.

All pre-orders will have an estimated ship date listed. Please note that this ship date is not guaranteed.

If you order a pre-order item with an in-stock item, both items will ship together when the pre-order item becomes available. If you would like your items to ship or be available for pickup separately, please email community@shoptheskinny.ca for further information or please place two separate orders.

Custom Pre-Orders are final sale. 

LOST PACKAGES

If you received a delivery notification but it appears your package has not been delivered, don't worry! Often carriers will pre-emptively scan a package as delivered, but it is still en-route. Please wait up to 72 hours and then follow these steps if you have still not received your order.

Check with neighbours (or those with neighbouring mailboxes), your concierge, or community mailbox. This is most often where your package will be.

If you are still unable to locate your package, please email shipping@shoptheskinny.ca and our team will file a claim with the shipping carrier. Please note that a resolution can take up to 30 business days.

The Skinny is not responsible for any direct or indirect damages resulting from our services. All items are purchased at your own risk. Any damage caused during shipping must be addressed directly with the shipping company. We will provide the tracking number (for Canada) and contact information for the shipping company as needed. We do not assume responsibility for lost packages.

Shipping fees are not refundable on returns or exchanges.

**Please note that delivery dates are not guaranteed in the event of service interruptions or failures caused by events beyond the control of The Skinny. Such as, but not limited to, interruptions of our transportation systems or the services provided by our carriers, your bank or credit card.**

LOCAL PICKUP

Once your order is packed and ready for pickup, you will receive an email notification. Please wait for this email before coming to pick up your order. Orders may take up to 5 business days to process, and we ask for an extra 3-5 business days during higher volume periods (i.e. Holidays, Sales, Black Friday). We do not process orders Saturday, Sundays or Holidays.

Please note, that all pickup orders must be collected within 3 months of the order confirmation date. If an order has not been picked up within this timeframe, the items in the order will be donated, and the order will be considered forfeited.

By placing this order, you acknowledge and agree that after the 3-month holding period, we are released from any responsibility or liability for the items, including storage, replacement, or reimbursement.

RETURN POLICY

Please note we do not accept returns/exchanges on: all tickets for events/sales, sale items, items purchased during promotions, custom pre-orders, jewelry, hats/hair accessories, swimwear, lip products, underwear/bodysuits, skin/body care, food items, and gift cards. 

These items are FINAL SALE.

We do not offer monetary refunds. Any items eligible for a return will be processed to shop credit. 

RETURNS + EXCHANGES

We reserve the right to reject returns beyond the return period or items that are not in the original condition in which they were received. If this is the case, the package will be returned to the customer and any shipping costs involved will not be covered by Shop The Skinny. 

Approved Returns can be made:

• By Mail - return shipping costs are the responsibility of the customer

• In-store - free exchanges or store credit

Online Purchases

Email community@shoptheskinny.ca with your order number and return request within 14 days of receiving your order to be eligible for shop credit or exchange. If we do not hear back from you within this time frame, your request ticket will be closed.

If the request is approved, items must be shipped back within 7 days upon initial return/exchange request. You must provide us with the return tracking number. Processing time can take up to 5 days after the order is received at our warehouse.

Do not send back your item without approval from our team, or it will not be accepted.

Merchandise must be unused, unwashed, unworn and returned in original packing with tags attached. A copy of receipt must be provided to process returns.

**Shipping fees are not refundable on returns or exchanges.**

In-Store Purchases

Email community@shoptheskinny.ca with your order number and return request within 14 days of purchasing your order to be eligible for shop credit or exchange. If we do not hear back from you within this time frame, your request ticket will be closed.

Must be returned within 14 days of purchase for store credit or exchange. Processing time can take up to 5 days after the order is returned to our warehouse.

Merchandise must be unused, unwashed, unworn and returned in original packing with tags attached. A copy of receipt must be provided to process an In-store return.

Damages

All items are inspected and documented prior to leaving our facility. 

If a damaged item does make its way to you, please email community@shoptheskinny.ca within 3 days of receiving your order. Please include your order number and images of the damaged item. 

Next steps will be taken after the issue is assessed by our team.