Do you ship to Iran?

Unfortunately we no longer ship to Iran. Experience shows that shipments to Iran are very cumbersome and troublesome, and cause a lot of follow-up.

4 out of 5 shipments to Iran give problems: the package arrives very late, gets lost, gets stolen, becomes stuck at customs for a long time, gets refused because the import duties are too high, gets sent back as “undeliverable” (even if the address is correct), or gets sent back for unclear reasons…

All of this causes a lot (too much) of follow-up for The Canyon Store, and therefore we have decided to stop shipping to Iran.

 

What happens if the parcel doesn’t get picked up?

Orders will be shipped to the address that has been provided by the customer. This is the reason why customers must place their order online. The customer is responsible for entering the correct invoicing address, delivery address, and contact details.

A tracking code is sent out for each parcel. The mail with the tracking code looks as follows:

The customer is also responsible for follow-up of packages. It is impossible for The Canyon Store to follow up each package until it gets delivered.

However, it may happen that a customer needs to pick up the parcel at a post office, a parcel pick up point, a customs office or something similar. The exact location may differ from parcel to parcel, country to country. The client may be subject to import duties and taxes, which are levied once the package reaches their country. Additional charges for customs clearance must be borne by the customer; CanyonStore has no control over these charges and cannot predict what they may be.

So what happens if a package doesn’t get picked up on time?

If a package doesn’t get picked up, it usually gets returned to the warehouse as “refused” or “not picked up”.
In that case the parcel gets returned to the warehouse, and will be automatically refunded minus the shipping costs. A credit note will be issued automatically and the refund will occur through the same channel as the original order (Paypal, Visa, Bancontact, iDeal,…).

Note that if the customer still wishes to receive the package, then they must place a new order.

 

I provided an incorrect delivery address. What now?

Orders will be shipped to the address that has been provided by the customer. This is the reason why customers must place their order online. The customer is responsible for entering the correct invoicing address, delivery address, and contact details.

If a customer enters an incorrect address, then the order will be shipped to this incorrect address. In that case there are two options:

  1. the address actually exists and the order gets delivered to this address. For example, the address should be Green Road 158, but the customer entered Green Road 185. In that case the order is considered as delivered correctly, and the customer must collect the parcel at (e.g.) Green Road 185.
  2. the address doesn’t exist, so the parcel cannot get delivered.  In that case the parcel gets returned to the warehouse, and will be automatically refunded minus the shipping costs. A credit note will be issued automatically and the refund will occur through the same channel as the original order (Paypal, Visa, Bancontact, iDeal,…).

Note that if the customer still wishes to receive the package, then they must place a new order.

Can you guarantee delivery by a certain date?

No, we cannot. It is impossible to give a hard guarantee that a package will arrive on or before a certain date. There are so many things which we cannot control between our warehouse and the destination. Our warehouse staff hands over the package to the courier service, but the courier service may hand it over to another service. Perhaps your package has to cross a country border, or maybe even pass customs.

Orders which are placed before 2 PM CET (Central European Time) are handled and shipped with BPost the same day. The conditions which apply are that all articles must be in stock (see the FAQ on Backordered items) and that the order is paid electronically.  We cannot guarantee same day shipments on orders which arrive after 2 PM (CET). Orders are treated on business days (i.e., Monday to Friday, except public holidays). Orders which arrive on a public holiday or in the weekend are handled the next business day.

We can tell when a package gets shipped, but we cannot guarantee when it will arrive.

Do I have to sign for my package?

Yes. Our packages are always shipped with insurance, and insurance requires a proof of delivery, i.e. a signature of the recipient.

What does this mean for you, the customer? It depends from country to country, but in most cases the package is offered twice or three times to the recipient. If nobody is there to receive (and sign for) the package then it usually gets transferred to a collection point nearby (e.g. a post office or something similar).

This also means that in most cases it is not possible to “drop off the package on the porch” or “leave it behind the garage”.

Do you refund the return costs?

No, we do not. The terms and conditions clearly state that the cost of returning items is borne by the customer. This is also detailed in our FAQ about the return policy.

However, if you have paid with Paypal then you can ask a refund of the shipping costs from Paypal. See https://www.paypal.com/be/webapps/mpp/refunded-returns for the exact terms and conditions. This is a service offered by Paypal (not The Canyon Store!), and only valid for orders paid with Paypal. Again, this service is offered by Paypal (not The Canyon Store) and you should contact them for the exact details.

 

Can I follow my order throughout your logistics process?

Yes, you can log in to your account and follow what is going on with your order.

Your order can have one of the following order statuses:

  • Pending payment: we have not yet received your payment. Most commonly this is because you selected direct bank transfer.
  • Processing: we have received your order and payment, and your order will be prepared for shipping soon.
  • Completed: your order has been labeled and shipped. At this point we cannot change your order anymore, since it has already left the warehouse.
  • Cancelled: your order has been cancelled, either by the customer or the shop owner (e.g. because no payment was received, or the goods are no longer available).
  • Refunded: your money has been paid back, e.g. because the order was cancelled, or it was lost in transit (and cannot be resent again).

I placed an order several weeks ago and it still did not arrive. What gives?

Here at The Canyon Store we do our best to inform the customer of the progress of their order. As soon as the package leaves our warehouse we inform the client of the tracking code, and tracking website where they can follow their shipment. Usually this will be DPD or Bpost.

Unfortunately, once the package has been shipped it is out of our control. Millions of packages get shipped worldwide every day, and the vast majority of them arrive on time and undamaged. However, sometimes it happens that a package gets stuck in the process….

At our side we try to follow up the parcels after they’ve been shipped, but sometimes we miss the fact that your parcel has become “stuck” somewhere. If you notice that your parcel is “At parcel delivery centre” or “Sorting” or “In transit” for an unusually long time, please contact us. We can contact our account manager at DPD or Bpost and launch an investigation.

If the investigation shows that your package is in fact lost in transit, then we will contact you (the customer) for further follow up. This can be a refund, a new shipment with other items, a new shipment with the same articles, or store credit for future use. Regrettably, these investigations can take several weeks, especially when shipped outside the EU! Please note that we cannot give you a refund or ship other articles until we receive an official and formal conclusion of the investigation. It has happened the package suddenly pops up after a few weeks in the sorting process, and then still gets delivered.

 

When will my goods be shipped?

Orders which are placed before 2 PM CET (Central European Time) are handled and shipped with BPost the same day. The conditions which apply are that all articles must be in stock (see the FAQ on Backordered items) and that the order is paid electronically.

We cannot guarantee same day shipments on orders which arrive after 2 PM (CET). Orders are treated on business days (i.e., Monday to Friday, except public holidays). Orders which arrive on a public holiday or in the weekend are handled the next business day.

Articles which are paid by bank transfer will be handled and shipped at the moment that the payment has been cleared on our bank account. On average this takes two days for payments within the Single Euro Payments Area (SEPA) – quite often it takes just one day, but sometimes it takes three days.

Some of the products are listed as being on backorder. If I place an order today, will the entire order ship at once when backordered items become available or will I receive separate shipments?

Most backordered items are back in stock in a reasonable time, i.e. between one and three weeks. As long as the delay is less than three weeks then the order will be shipped as one package as soon as all items are available. Should the delay become more than three weeks, then we will contact you to see what we can do. By default, all orders are shipped as one package.