Canadian mail orders: Currently we use a courier service to most city addresses, and we use Canada Post for most rural addresses and PO boxes.
USA mail orders: shipping is free for orders of $149 or more. For orders of less than $149, shipping is $20 CAD.
Local Pick-up
Halifax To pick up your order at our Halifax shop, choose "pick up" as your delivery method at checkout and Halifax as the location. Currently our website reflects inventory at our Ottawa warehouse, so if we are out of stock in Halifax we will ship to store which can take up to 4 business days. Pickup orders are processed on weekdays (but not weekends) and you will receive an email notification as soon as your order is ready.
Ottawa To pick up your order at our warehouse, choose "pick up" as your delivery method at checkout and Ottawa as the location. Pickup orders are processed on weekdays (but not weekends) and you will receive an email notification as soon as your order is ready. We will hold pickup orders for 60 days after fulfillment, after which point we will restock and refund the items included in the order minus a $5 restocking fee.
Local Delivery
Halifax To place an order for local delivery in Halifax please contact us directly at the shop, find complete details here. Delivery is $9, and free on orders over $99 and we deliver on Mondays within 30km of downtown. Delivery orders are packaged discretely in a sealed envelope or bag, with customer's first name and last initial.
Ottawa We offer local delivery Monday - Friday. Same-day delivery orders must be placed before 10am in order to ship out that day, otherwise you will receive your order the following business day. Delivery is $9 and we deliver within 30km of our warehouse. You must be at the address you've listed in order to accept your package, if you're not available to meet your package there is a second delivery fee for us to re-deliver the package.
Shipping and Processing Times
Generally speaking, orders placed online will be processed and shipped out within two business days. During busy periods, it may take up to 3 business days to process your order. Orders are not processed on holidays or weekends.
Discreet Shipping
Canadian orders are shipped discreetly in plain packaging, usually bubble mailers or cardboard boxes. The shipper is listed as "9373616 Canada Inc." or "customer care" rather than Venus Envy, and the contents are not identified on the packing materials.
If you are ordering from the US, we will be as discreet as we can be on the customs form; we might list a vibrator as a "novelty", a lube as "personal moisturizer", or a dildo as a "silicone sculpture".
Order Errors and Cancellations
We can cancel an order before it's shipped out, but once it's out of our hands it's considered final sale. If you'd like to cancel an order, please call us as soon as possible at 613-235-2797. Please do not email us to cancel an order - it is very likely that we will not see the email before your package is sent.
If you make an error when putting in your address, please get in touch with us as soon as you notice! There's very little we can do to correct an address once it has left our location.
If we have already processed and packed your order, but not yet sent it out, we will cancel the order but you will be charged a $5 re-stocking fee. Please understand that we put a lot of love, energy and time into packing every single order: we make sure the toys are working, we wrap your items in pretty paper, we include care instructions and informational pamphlets. It's important to us that every order feels like a gift, but it takes a lot of time to do this! The same fee applies to pick-up orders.
The Fine Print
Shipping times are described in the approximate number of business days to reach a major centre. So weekends and holidays aren't included in those times. Storms, pandemics, and other natural (or unnatural) disasters are also not factored into shipping times. If something major and out of the ordinary should occur, it may take longer than usual to receive your package.
Once an order has left the store, we are not able to offer a refund. We promise all our customers that nothing has left the store before being sent to them, and we are deeply committed to keeping that promise. So, even if you change your mind, or fail to pick up your package, or put in the wrong address and it gets sent back to us, we will not be able to offer a refund.
If an order gets returned to us, we will happily send it back to you once you've paid an additional shipping fee.
If you have any other questions, don't hesitate to get in touch by email at orders@venusenvy.ca, or by phone at 613-235-2797.