SHIPPING INFORMATION

**Please read all info prior to ordering as some of our shipping details have changed**

WE SHIP ORDERS WORLDWIDE!   SERVING, CANADA, USA, AND THE WORLD!

 

PROCESSING AND SHIPPING

  • All orders are shipped from Grande Prairie, Alberta. 

  • Orders can be expected to be processed within 1-5 business days after order is placed.  Though we strive to get all orders out within 2 business days, processing may take longer at times, depending on the amount of orders being processed. 

  • On average, domestic orders arrive within 2-7 business days after being shipped, depending on your location and what shipping method you chose during checkout.

  • International orders usually arrive within 2-12 weeks depending on what shipping method you choose. Please place your order in enough time for your order to be processed through customs to avoid any unforeseen delays. If you need your order processed faster, you must contact us immediately.  **customs and cross border shipping fees are NOT included in shipping rates and are the responsibility of the customer upon receiving the order**

  • Our shipping rates are exactly what is quoted to us by our shipping partners and there are no extra handling fees.    

  • We ship through Canada Post within Canada and also other carriers selected by us both domestically and internationally.  We have different rates for shipping, depending on how fast you want your orders to arrive or where you are located. 

FLAT-RATE SHIPPING 

From time to time, we offer flat rate shipping to our Alberta customers.

   .  Flat-rate shipping only applies to Alberta Residents at this time.

   .  Items such as cake drums/boards, any kind of packaging for cakes, cookies, and cupcakes, cake dummies, work mats, turntables, modeling chocolate, modeling paste or fondant can not be included in the flat-rate shipping.

   .  If your order is over the 3 kg in weight, we will notify you by phone or email and let you know what the extra shipping cost is on your order.  

LOCAL PICK UP

  • Our local clients have the option of picking up their orders  All orders must be picked up within *2 WEEKS* of order date or the order may be cancelled and a restocking fee may be added at our discretion. When checking out please choose the option "local pick up".  There is no fee for local pick up.    

  • for local pick up, please email info@mysweetsource.com or text 780 513 0222 to schedule a time.  Minimum 24-48 hours notice for pick up on business days is necessary, due to processing time.

FREE SHIPPING 

  We offer free shipping on all CANADIAN orders over $250 (before taxes).   You must enter the code SHIPFREE at check out.  We reserve the right to choose the shipping courier.  Orders are mailed out with Expedited Parcel via Canada Post or an equivalent courier of our choice. Free shipping will include $100 worth of insurance and tracking on your order. If you require more insurance, please contact us PRIOR to confirming order.  In the event that the order is quite large and bulky, we may choose a more economical way to send your parcel to you.  

Free shipping can not be combined with any other promotion.  

INSURANCE AND TRACKING NUMBERS FOR CANADIAN ORDERS

Shipping always includes a tracking number and up to $100 worth of insurance.  If you would like extra insurance on your parcel, please contact us.   My Sweet Source is not responsible for orders which do not have extra insurance on them.  

LOST OR STOLEN PACKAGES

  • We are not responsible for any stolen or lost packages. If you didn't receive your package please contact us immediately.  We will do everything we can to assist you. We will check the tracking information and contact the carrier, if necessary, for more information.  Please be aware that we will review and track your order, but once it says it was delivered,  we are no longer responsible.

  • Please review your address before submitting your order to ensure all details are correct. 

  • For international orders, we are not responsible for any package that was lost or detained in customs.   By not selecting a shipping option with a tracking option, the buyer assumes all responsibility and releases My Sweet Source of any liability once it is shipped. 

  • We can not stress enough how important it is that parcels left outside your residence are not a safe place to have them delivered to.   Parcels being stolen from outside residences are on the rise.   Please ask us about getting a signature or card pick-up notification.  Extra charges may apply.  

RETURNS AND EXCHANGES

  • Once an order has been shipped, it can not be canceled.   If you have any questions about an item, please do not hesitate to contact us before you place your order.

  •  Please review your order before submitting it. 

  • If you received a damaged product, contact us immediately and send us a picture of the damaged product. This will help us determine how it was damaged. We will review your situation and offer to replace the product, partial or total refund at our discretion. We reserve the right to make the decision on each situation. You have up to 7 days to report a damaged product.

  • If you received the wrong product, please contact us immediately so we can make it right.  You have up to 7 days to contact us about the wrong items received. 

  •  If you would like to return your order for a refund, please call our customer service line at 780-513-0222 within 5 business days of receiving your package. You will be responsible for the shipping cost. Once item is received by us, we will then proceed with refunding your order and only if item is returned in new condition and in original packaging. We will NOT accept perishable items, media or books to be returned at any time. This includes any books, DVD's and edible/perishable products such as, but not limited to, edible paints, powders, gels, edible paper products, ink, fondant, gumpaste, modelling paste, etc.

  • Refunds and/or replacement items can take 1-5 business days to be processed.