Shipping policy
Questions about your order? Contact us at info@indigenousbox.ca or call 780-690-8106 — we're here to help.
Shipping rates
Shipping is carrier-calculated at checkout.
You’ll see all available shipping options and the exact cost before you pay. Rates are based on the carrier, destination, package size, package weight, and selected service level.
Which carriers do you ship with?
We ship with Canada Post, UPS, and FedEx.
- Canada Post — delivers to P.O. Boxes and rural addresses across Canada.
- UPS — requires a physical street address. Does not deliver to P.O. Boxes.
- FedEx — requires a physical street address. Does not deliver to P.O. Boxes.
If you have a P.O. Box or rural address, please select Canada Post at checkout.
Sending to multiple addresses?
You can send to multiple addresses in one checkout using our multi-address shipping feature. Just note that free shipping is evaluated per shipment, not per cart total.
For example, a $300 cart split into three destinations creates three separate $100 shipments — each under the $150 threshold, so each incurs a carrier-calculated shipping charge.
If you're sending a large gift order to multiple recipients and want free shipping to apply, we recommend placing a separate order of $150 or more per address.
When will my order arrive?
Your order arrives in two stages — first we pack and ship it, then the carrier delivers it.
How long before my order ships?
- Ready-made boxes, Build-A-Box, and marketplace items: Typically 1–3 business days.
- Seasonal Subscription boxes: Ship at the beginning of March, June, September, and December. These do not ship immediately after purchase.
- Custom and corporate orders: 2–4 weeks depending on order size. Your exact timeline will be confirmed in your quote.
How long does delivery take after shipping?
- Alberta: 2–4 business days
- BC, Saskatchewan & Manitoba: 2–4 business days
- Ontario: 4–6 business days
- Quebec: 4–6 business days
- Atlantic Canada and remote areas: Varies — your tracking number will give the most accurate estimate.
Note: During peak periods — November through December and ahead of occasions like Mother's Day — processing and carrier delivery times may be longer than usual. We recommend ordering early for time-sensitive gifts.
Carrier delivery timelines are estimates, not guarantees. Once your order leaves our facility, delivery is in the carrier's hands. We'll do everything we can to help if something goes wrong.
How do I track my order?
You'll receive a tracking number by email as soon as your order ships. Use it to follow your package directly on the carrier's website.
If your shipment looks delayed, contacting the carrier directly with your tracking number is usually the fastest path to an update. You're always welcome to reach out to us too — we'll do what we can to help.
Shipping protection
You can add shipping protection to your order at checkout. For a small fee based on your order value, your shipment is covered against loss, damage, or theft — and if something goes wrong, we'll replace your order. No questions asked.
Shipping protection is optional but we recommend it, especially for gifts. Once a package leaves our fulfillment centre, delivery is in the carrier's hands. Protection gives you peace of mind if the unexpected happens.
If you added protection and need to make a claim, contact us at info@indigenousbox.ca
What if something goes wrong?
My order hasn't arrived
Start by checking your tracking number for the latest update from the carrier. If tracking hasn't moved in several days or shows an unexpected status, contact us and we'll look into it with you.
My order was returned to sender
If your order comes back to us because it couldn't be delivered or wasn't picked up:
- We'll reach out to let you know.
- We can reship your order — reshipping costs apply.
- If you'd prefer a refund, please review our Refund Policy for details.
Note: Orders returned due to an incorrect or incomplete address may incur reshipping costs. Please double-check your address — including apartment or unit numbers — before placing your order.
I need to update my shipping address
For regular orders, contact us as soon as possible after placing your order and we'll do our best to update it before it ships. Subscription customers can update their address through their account portal before the seasonal cutoff.
Can I pick up my order in Edmonton?
Yes — Edmonton-area customers can collect orders from our fulfillment centre at Edmonton International Airport. It's free and usually ready within 1–3 business days.
- Select local pickup at checkout.
- You'll receive a notification when your order is ready to collect.
- Please collect within 30 days of that notification.
Orders not collected within 30 days: We'll follow up before taking any action. If we're unable to reach you, we'll issue a store credit minus a 20% restocking fee to cover handling and storage. Need more time? Contact us before the 30 days are up — we're happy to help.
Custom and bulk orders may have different pickup timelines, confirmed at the time of your order.
I have a Status Card — do I qualify for tax-exempt shipping?
Yes. If you hold a valid Status Card and are shipping to a reserve address, please contact us before placing your order. We'll need a copy of your Status Card and proof of address on reserve. The shipping address must match the proof of address provided.
Do you ship internationally?
Yes — we ship to many countries worldwide. Shipping rates are calculated at checkout based on your destination and order weight.
- We ship on a duties unpaid (DDU) basis. Any customs duties, taxes, or import fees are the responsibility of the recipient.
- Some products are not available for export due to restrictions. You can check availability at checkout.
- International orders may experience customs delays outside our control.
If you have questions about shipping to a specific country, contact us before placing your order.
I have a large or corporate order — how does shipping work?
Shipping for custom, bulk, and corporate orders is quoted separately based on the size, destination, timeline, and fulfillment requirements of the project. Depending on the order, we may ship by parcel carrier, local courier, freight, or coordinated delivery.
Please note that online promotions, discount codes, and free shipping offers apply to standard self-serve e-commerce orders only and do not automatically apply to custom or quoted bulk orders. Your quote may already include custom pricing, volume discounts, negotiated shipping rates, or additional coordination services.
Contact our Corporate Concierge team: sales@indigenousbox.ca or 780-690-8106.
Still have questions?
Reach us at info@indigenousbox.ca or 780-690-8106. We're here to help.
