Shipping policy

Shipping Policy

Last updated: August 8, 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 timeframes, shipping fees, geographic restrictions, and claim procedures.

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

Processing and Shipping Times

Order Processing

Processing times begin as soon as payment is confirmed:

  • Standard orders: 5–8 business days

  • Business days: Monday to Friday (excluding Canadian statutory holidays)

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

Delivery Times in Canada

Delivery times begin after order processing:

Region Option Delivery Time
Quebec (Montreal, Gatineau) Canada Post 5–8 business days
Ontario Canada Post 5–8 business days
Atlantic Provinces Canada Post 5–8 business days
Manitoba and Saskatchewan Canada Post 5–8 business days
Alberta and British Columbia Canada Post 5–8 business days
Note: Delivery times include drop-off at the specified address but exclude Canadian federal statutory holidays.

Shipping Fees

Fee Structure in Canada

HaussLyon offers a transparent and competitive shipping fee policy:

  • Orders from $0 to $99.99: $14.99 fee

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

Taxes and Customs Duties

Displayed shipping fees do not include sales taxes (GST/QST in Quebec, HST elsewhere). Taxes will be added at checkout based on your province of residence.

Shipping Restrictions

HaussLyon DOES NOT SHIP TO:

  • P.O. Box addresses

  • Items prohibited or restricted by carriers

  • Flammable, toxic, or hazardous materials

Customers must provide a complete and verified delivery address at checkout.

Order Tracking

Tracking Number

A unique tracking number is provided via email once the order ships:

  • Starts with characters like "LP", "CA" (Canada Post), or others depending on the carrier

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

  • Is sent to the email address used during registration

Order Statuses

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

  1. Awaiting processing

  2. Processed and shipped

  3. In transit

  4. Estimated delivery [date]

  5. Delivered

Shipping Issues and Claims

Undelivered Orders

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

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

  2. Wait an additional 3 business days (delays are possible past 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. Claim processing 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 items.

  3. Contact customer service within 48 hours with:

    • Order number

    • Photos of the package and damaged items

    • Detailed description of the issue

  4. HaussLyon will file a claim with the carrier.

Damaged items are replaced free of charge or refunded after photos are received.

Stolen, Misplaced, or Lost Goods

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

  • HaussLyon will initiate a claim with the carrier (timeframe: 15–30 days).

  • Once confirmed by the carrier, the customer has the choice of:

    • Free replacement of the order with priority shipping.

    • Full refund (including shipping fees).

Replacement timeframes after confirmation are 2–3 business days.

Response Time

HaussLyon commits to responding to any shipping claim within 24 to 48 business hours.

Refund of Shipping Fees

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

  • Order canceled before shipping (full refund including shipping fees)

  • Defective item returned under our return policy

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

  • Documented force majeure case (natural disaster, prolonged carrier strike)

Return and Exchange Policy

Returns of items for exchange or refund are subject to our Return Policy.

Return shipping fees are the customer's responsibility except in cases of:

  • Defective product

  • Incorrect product delivered

  • Error on our part

Express Delivery (Coming Soon)

HaussLyon is preparing to launch an Express shipping option for customers in major metropolitan areas (Montreal, Toronto, Vancouver). More details will be communicated in February 2026.

Liability and Limitations

Limitations 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 transport conditions (unless documented fault).

Force Majeure Claims

HaussLyon is not responsible for delays caused by:

  • Extreme weather conditions

  • Strikes or work stoppages by carriers

  • Natural disasters

  • Border or regulatory restrictions

  • Emergencies or health crises

  • Customs controls or customs delays

Address Data and Verification

Address Accuracy

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

  • Delivery delays

  • Return of the package to HaussLyon

  • Additional fees

If an order is returned to HaussLyon due to an incorrect address, the customer must:

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

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

Address Changes

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

Communication and Updates

Email Notifications

HaussLyon sends email notifications at each step:

  • Order confirmation

  • Package shipment (with tracking number)

  • Delivery alert (24 hours prior)

  • Delivery confirmation

Please ensure our email address is not filtered into your spam or junk folders.

Policy Updates

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

Questions or Shipping Issues

For any questions or issues regarding your shipment:


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

  • Response time: 24 to 48 business hours

Please include in your email:

  • HaussLyon order number

  • Tracking number (if applicable)

  • Detailed description of the problem

  • Photos (if relevant)

Legal Dispositions

Customers accept the terms and conditions by placing an order on HaussLyon.com.

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

Glossary

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

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

  • Remote area: Regions far from major distribution centers

  • Customs duties: Taxes imposed on the importation of goods

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