Shipping & Returns Policy
All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
If there are any delays they will be posted on the website.
Domestic Shipping Rates and Estimates
For simple flat rate shipping: We offer $9.99 flat rate shipping within Canada and $5.99 flat rate shipping within the US.
Free shipping is available within Canada for orders over $99 + tax and throughout the US on orders over $99.
Shipping option Estimated delivery time Price
Canada Post 2 to 5 business days $9.99 (Free over $99)
USPS 2 to 7 business days $5.99 (Free over $99)
*Please note these times are estimates and certain circumstances within the postal services may extend that time
You can skip the shipping fees with free local pickup in Markham, Ontario. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 3 business days. We will send you an email when your order is ready along with instructions.
Our in-store pickup hours are 9am- 7pm on Monday to Friday.
We offer international shipping to most countries.
Shipping charges for your order will be calculated and displayed at checkout.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Lil Helper is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at firstname.lastname@example.org with your name and order number, and we will look into it for you.
Refunds, returns, and exchanges
We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the original delivery and return.
In the event that your order arrives damaged in any way, please email us as soon as possible at email@example.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at firstname.lastname@example.org
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Gift cards are non-refundable.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back without first speaking to our customer service and receiving an RAN (Return authorization number)
This return policy only applies to products purchased in the normal or regular sale transaction. It specifically excludes products sold on a pre-order sale. For pre-order updates, please see here.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and we will get you set up.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a store credit for the value of your return. Once the returned item is received, a store credit will be issued to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, our customer service team will give you the address to send the product back to at the time you are issued a R.A.N.
You will be responsible for paying for your own shipping costs for returning your item. When you receive your refund, the original shipping cost to send the product to you, will not be refunded. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
We suggest sending any returns back tracked. We don’t guarantee that we will receive your returned item.
What happens if my order is marked as delivered and I have not received it?
We ship all our US packages with USPS and our Canadian packages with Canada Post and 99% of our packages ship with a tracking number.
If a tracking code shows that the package was delivered and you haven’t received it, you will have to contact either USPS or Canada Post to report that.
We are sorry that your package is missing but Lil Helper holds no responsibility for a missing package that is marked as delivered by either USPS or Canada Post.
Over the last 10+ years of being in business and having shipped thousands of packages all over the world these are the most likely scenarios that we’ve seen when the above happens:
Scenario 1: Somebody in your home has received the package in your absence
Please ask everyone in your home if they have received the package and forgotten to tell you about it. You will be surprised how many times a spouse (mostly hubbies) have forgotten to tell their other halves that they safely kept your package in some obscure place at home.
Scenario 2: USPS/Canada Post have it in their possession and mistakenly marked it as delivered
Please contact your local post office and ask them if they still have your package lying somewhere and it was just mistakenly marked as delivered. Many times, packages are marked as delivered by the postman if they have a certain quota of packages that they have to deliver.
Scenario 3: Your package was accidentally delivered to a neighbour of yours
Go down a few homes on either side of you and ask them if they have mistakenly received your package. Again this happens far more than you’d expect.
Scenario 4: The package was stolen from your porch
Unfortunately this happens as well. In this case your best option is to contact your mail carrier and file a claim.
What happens if the shipping address that I have submitted is incorrect?
If the shipping address that you have submitted is wrong and we haven’t shipped your order out yet, we will most gladly change your shipping address. Please contact us asap on email@example.com with your Name and Order Number and we will try and grab your package and change the address.
If your package is shipped out already then unfortunately we cannot do anything about it.
You will have to contact your carrier (either USPS or Canada Post) and ask them if they can change the address on your package before it is delivered to the wrong address.
If you cannot change the address in transit and the package is returned to sender, which happens to be Lil Helper then we can reship the order for you but you will have to pay the shipping costs for it.
Please know that we have already paid for shipping out the order to you once and the package being returned is also charged on our account. So in effect we’ve already paid the shipping twice for your package.
What happens if Lil Helper sends the package to an incorrect address?
Sit back and relax. Nothing to worry about here. If and when we make a mistake we fully own up to it and rectify it asap.
Once your package is returned back to us, we will resend it to the correct address all on our own dime. Yes, it's going to cost us but then we should have been more careful to begin with.