Shipping policy

Shipping Policy

Last updated: January 2026

Introduction

At HaussLyon, we are committed to providing a reliable, transparent, and affordable shipping experience for our customers in Canada and the United States. This policy explains our delivery times, shipping costs, geographic restrictions, and claims procedures.

We ship to Canada and the United States using major carriers to ensure quality and reliable service.

Processing and Shipping Times

Order Processing

Processing times begin upon payment confirmation: Standard Orders: 1-2 business days

Business days: Monday to Friday (excluding Canadian and US holidays)

Orders placed on Friday after 2 PM, Saturday, or Sunday will be processed the following Monday.

All processing times are estimates. HaussLyon does not guarantee exact delivery times in the event of unforeseen circumstances (stock shortages, supplier issues, extreme weather conditions).

Delivery Times in Canada

Delivery times begin after order processing:

Region-Option-Delivery Time
Quebec (Montreal, Gatineau)
3-5 business days
Ontario
4-6 business days
Atlantic Provinces
5-7 business days
Manitoba and Saskatchewan
5-7 business days
Alberta and British Columbia
6-8 business days

Table 1: Delivery Times by Canadian Region

Note: Delivery times include delivery to the address provided but exclude Canadian federal holidays.

Shipping Times to the United States

• Processing Time: 1-3 business days before shipment

• Estimated Delivery Time: 5-12 business days for standard shipping

• Additional Delays: These times do not include customs inspections or delays due to circumstances beyond our control.

Shipping Costs

Fee Structure in Canada

HaussLyon offers a transparent and competitive shipping fee policy:

• Orders from $0 to $49.99: Shipping fees calculated based on weight and destination (generally $7.99 to $24.99)

• Orders from $50 to $99.99: Reduced fees (generally $4.99 to $14.99)

• Orders of $100 and over: FREE SHIPPING anywhere in Canada

Fees Shipping to the United States

• Shipping costs are calculated based on weight, volume, and destination.

• Costs are displayed at checkout before payment.

• HaussLyon may occasionally offer free shipping to the United States for orders exceeding a certain amount.

Additional Fees (Canada and United States)

• Shipping Insurance: Optional, at 3% of the order value.

• Special Handling: Items requiring reinforced packaging (+$5).

• Delivery to remote areas: Additional fees may apply.

Taxes and Customs Duties

Shipping costs shown do not include sales tax (GST/QST in Quebec, HST elsewhere). Taxes will be added at checkout based on your province of residence.

For orders to the United States: Customs duties, import taxes, and brokerage fees may apply depending on the value, nature, and country of origin of the products. Where possible, HaussLyon offers a Duty Paid (DDP) system so that these charges are billed upfront when the order is placed.

Shipping Options

Standard Shipping (Canada Post/USPS)

• Delivery Time: See delivery time section

• Tracking: Yes, tracking number provided by email

• Insurance Included: Up to $100 (standard home decor hardware items)

• Cost: Varies by region and weight

Carriers

Shipments to the United States are made via carriers such as Canada Post/USPS, UPS, FedEx, or other comparable services that offer tracking.

Shipping Restrictions

HaussLyon DOES NOT SHIP:

• To post office box (P.O. box) addresses

• To military addresses or military bases (Canada)

• To addresses outside of Canada and the continental United States

• To Hawaii, Alaska, Puerto Rico, or U.S. territories

• Items prohibited or restricted by carriers

• Flammable, toxic, or hazardous materials

Customers must provide a complete and verified shipping address at the time of ordering.

Order Tracking

Tracking Number

A unique tracking number is provided via email once the order has shipped. This number:

• Begins with the characters "LP", "CA" (Canada Post), or other characters depending on the carrier

• Can be used on the carrier's website to check the status

• Sent to the email address used during registration

Order Status

Customers can track their order via their HaussLyon.com account under the "My Orders" section. Statuses include:

1. Pending processing

2. Processed and shipped

3. In transit

4. Expected delivery [date]

5. Delivered

Shipping Issues and Claims

Orders Not Received

If you have not received your order by the expected delivery date:

1. First, check your tracking number with the carrier.

2. Please allow 3 additional business days (delays may occur after the estimated date).

3. Contact customer service with:

• Your HaussLyon order number

• Your tracking number

• Photos of your delivery address (if available)

HaussLyon will investigate with the carrier. Claims processing times can take 15 to 30 days.

Damaged or Missing Items

If your order arrives damaged or incomplete:

1. Inspect the package immediately upon delivery

2. Photograph the damaged packaging and the items

3. Contact customer service within 48 hours with:

• Order number

• Photos of the package and damaged items

• Detailed description of the problem

4. HaussLyon will file a claim with the carrier.

Damaged items will be replaced free of charge or refunded after we receive the photos.

Stolen, Misplaced, or Lost Goods

If your package is reported lost or stolen by the carrier:

• HaussLyon will initiate a claim with the carrier (processing time: 15-30 days)

• Once confirmed by the carrier, the customer has the following options:

o Free replacement of the order with priority shipping

o Full refund (including shipping costs)

Replacement processing time after confirmation is 2-3 business days.

Response Time

HaussLyon is committed to responding to all shipping claims within 24 to 48 business hours.

Shipping Cost Refund

Shipping costs are non-refundable except in the following cases:

• Order canceled before shipment (full refund including shipping costs)

• Defective item returned under our return policy

• Error on our part (incomplete order, incorrect item)

• Documented Force Majeure Event (natural disaster, prolonged carrier strike)

Return and Exchange Policy

Returns for exchange or refund are subject to our Return Policy (available at www.hausslyon.com/politique-retour).

Return shipping costs are the responsibility of the customer, except in the following cases:

• Defective product

• Incorrect product delivered

• Our error

Express Delivery (Coming Soon)

HaussLyon is preparing to launch an Express shipping option for customers in metropolitan areas (Montreal, Toronto, Vancouver). More details will be announced soon.

Liability and Limitations

Limits of Liability

HaussLyon acts as an intermediary between the customer and the carrier. Once the package is handed over to the carrier:

• The carrier assumes responsibility for safe delivery.

• HaussLyon is not responsible for delays caused by the carrier.

• HaussLyon is not responsible for damage caused by shipping conditions (unless documented negligence is proven).

Insured Value

Basic insurance covers packages up to $100. For orders over $100, we highly recommend purchasing the 3% Full Shipping Insurance option.

Force Majeure Claims

HaussLyon is not responsible for delays caused by:

• Extreme weather conditions

• Carrier strikes or work stoppages

• Natural disasters

• Border or regulatory restrictions

• Emergencies or health crises

• Customs controls or delays

Address Data and Verification

Address Accuracy

The customer is responsible for providing an accurate and complete delivery address. Incomplete or inaccurate addresses may result in:

• Delivery delays

• Return of the package to HaussLyon

• Additional charges

If an order is returned to HaussLyon due to an incorrect address, the customer will be required to:

1. Pay the reshipping fees (50% of the original shipping cost)

2. Or accept a refund (shipping fees are non-refundable)

Address changes

Addresses cannot be changed after order confirmation. Contact customer service immediately if an error is detected before shipment.

Communication and Updates

Email Notifications

HaussLyon sends email notifications at each stage:

• Order Confirmation

• Package Shipment (with tracking number)

• Delivery Alert (24 hours in advance)

• Delivery Confirmation

Please ensure our email address is not filtered into your spam folder.

Policy Updates

HaussLyon reserves the right to modify this policy at any time. Significant changes will be communicated via email. The date of the last update is indicated at the top of this policy.

Shipping Questions or Issues

For any questions or issues regarding your shipment:

Email: info@hausslyon.com

Response Hours: Monday to Friday, 9:00 AM to 5:00 PM (ET)

Response Time: 24 to 48 business hours

Please include the following in your email:

• HaussLyon Order Number

• Tracking number (if applicable)

• Detailed description of the problem

• Photos (if relevant)

Legal Provisions

This shipping policy is governed by the laws of the Province of Quebec and the laws of Canada. Customers accept the terms and conditions by placing an order on HaussLyon.com.

For any legal questions related to carriers, please consult the terms and conditions of the respective carriers (Canada Post, USPS, UPS, FedEx, etc.).

Glossary

• Business day: Monday to Friday, excluding Canadian and US federal holidays

• Tracking number: Unique code identifying your package with the carrier

• Remote area: Regions far from major distribution centers

• Handling fee: Additional charge for specialized packaging or preparation

• Additional insurance: Optional coverage beyond standard insurance

• DDP (Delivered Duty Paid): a system for prepaying import duties and taxes

Customs duties: taxes levied on imported goods