Shipping policy


F.AQ.

Do You Offer Free Shipping?

We offer Free Shipping ground service to customers within Canada with purchases of regular-price items with an order value over $200 (before tax).

If your order contains any sale/discounted items in your cart, our Free Shipping promotion does not apply at checkout.

Free Shipping is not offered on any items purchased during our annual Black Friday/Cyber Monday, Boxing Week or Spring & Winter sale periods.

Free Shipping orders do not include insurance for stolen or missing packages.


How Do First-Time Promo Codes Work?

We offer a 15% off promo code on any first-time online purchase (newsletter sign-up). Any purchases using this code are eligible for a refund or exchange within 14 days of receiving the item. This promo code does not apply to any in-store or sale purchases.

Price adjustments will not be honoured for any online orders placed before a promo code or sale announcement date.


What If My Package Is Delayed?

Canada Post and UPS typically experience shipping delays during high volume shopping periods. If you receive a tracking number with an estimated shipping date and it is delayed, please email us right away so we can look into it for you.

Since we cannot control or guarantee delivery times, we cannot cancel, replace or refund any orders as a result of any shipping delays until we have resolved the reason for the delay with the chosen courier service.

For USA based orders shipped through UPS, delays may come at the discretion of U.S. Customs and Border Protection. These delays are beyond our control, please contact UPS or U.S. Customs directly to find out the status of your order. 

What If My Package Is Lost Or Damaged?

For a package to be deemed lost or damaged, an investigation must be initiated with the courier company after the estimated date of delivery to determine the status of the package. Please email us right away so we can to get this process started.

Customers assume full responsibility for the package after A) the courier service confirms the package was either delivered successfully to the correct address listed on the customer's order or B) the package was picked up (and signed for) by the customer at a Canada Post office location.

Over the Rainbow is not responsible for processing refunds, exchanges or gift cards on any items damaged, lost or stolen at the delivery address listed on your order, including damage, loss or theft from a home mailbox, front porch, concierge desk, community mailbox/lockbox, Canada Post post office location or any other designated drop-off/pick-up area.

For any unclaimed Return to Sender Packages, customers will be contacted by our online team for re-delivery. If no response is achieved, an online gift card will be issued for the product value of the order minus any shipping & handling costs.

Once a package is marked "delivered," Over The Rainbow is not liable for theft, loss, or damage at the delivery location.

Do You Price Match?

We do not price match or offer additional discounts on any items found at a lower retail price at other retail or online stores. Any previous purchases made at Over the Rainbow (in-store or online) anytime before a price drop sale period cannot be adjusted afterwards.

How Do I Return/Exchange My Online Order?

Please see our Returns Center for more information on Returns and Exchanges!


DELIVERY METHODS

Canada Post & UPS

Free Shipping via Canada Post is available for all regular priced orders valued over $200 (before tax) for customers within Canada.

Shipping rates are calculated by region and are listed at checkout. Applicable taxes will also be charged based on the province listed on your billing address.

All orders with Canadian delivery addresses are sent with Canada Post, unless otherwise specified.

We can only ship to a P.O. Box if it is your billing address or a PayPal confirmed shipping address.

We do not safe drop any packages in order to safeguard shipment from possible theft. If you are not present to accept the package, it will be safely delivered to the nearest post office.  


ORDER FULFILLMENT AND PAYMENT

Order Fulfillment Process

Orders are processed within 1-3 business days. Business processing hours are Monday to Saturday between 10 AM - 4 PM.

Orders accepted during high volume order periods – including our annual Spring Sale, Boxing Day / Cyber Monday Sale, and Boxing Week Sale – may take longer than standard processing days.

Once an order is placed, you will receive an automatic email confirming your order has been received.

Before we can process or ship any orders, our online team will confirm all items on your order are in stock and verify your payment information. We only ship orders verified by Signifyd; any unapproved orders will not be shipped. Please email us regarding any payment processing issues.

Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Payment Options

We accept VISA, Mastercard, Debit, AMEX and PayPal Express Checkout.

Please note that all credit cards are processed through JP Morgan Chase. This will lead you to an external window and will redirect you once your payment is processed.

You may also pay using an Over The Rainbow Online Gift Card.

Cancelled/Edited Orders

While we aim to provide the most comfortable shopping experience, sometimes someone gets to the last item first. 

If your order is CANCELLED, the item was out of stock during the time of processing. Your payment hold will be released back onto your original form of payment in 3 - 5 business days. 

If your order is EDITED, we may be missing a single item in your order and have reached out to you to see if we can find a replacement before shipping out your order