Effective Date: September 18, 2026
© 2026 Spicy Friends Ltd.
This policy applies to merchandise sold by Spicy Friends Ltd. and forms part of our Store and Membership Terms. It does not apply to Vendor Market listings or to delivery of goods or services by listing owners. See the Terms of Use (Section 13.1).
1. Destinations
We plan to ship eligible merchandise to addresses in Canada and the United States. The checkout determines whether a product and address are eligible. We do not ship to a location that is unavailable in checkout, prohibited by law, or unsupported by the selected carrier.
Membership access is delivered electronically and is not shipped.
2. Processing and shipping estimates
Product pages or checkout will state available delivery methods, shipping charges, and estimated processing or shipping times. Estimates are not guarantees unless expressly identified as guaranteed.
We will not advertise a shipping time unless we have a reasonable basis to expect that we can meet it. For a United States merchandise order with no stated shipping time, we will use a 30-day shipping period as required by applicable United States law.
Business days exclude Saturdays, Sundays, and applicable holidays. Orders may be delayed by verification, stock availability, severe weather, carrier interruption, customs, or events beyond reasonable control.
3. Shipping delays
If we learn that we cannot ship within the promised period—or, where applicable, within 30 days when no period was stated—we will provide the legally required delay notice. The notice will give you a clear choice to consent to the revised date or cancel and receive a prompt refund for unshipped merchandise.
If we cannot fulfill the order, we will cancel the affected item and refund the amount paid for it, including associated shipping charges where required. We will not substitute store credit where a monetary refund is legally required.
4. Address accuracy
You are responsible for providing a complete and accurate name and delivery address and for reviewing it before submitting the order. Contact [email protected] immediately if it is wrong.
We will try to correct an address before shipment but cannot guarantee a change after fulfillment begins. If a parcel is returned because of an incorrect or incomplete address, refusal, or failure to collect it, we may deduct actual, disclosed return or reshipping costs from a refund where permitted by law.
5. Tracking and delivery
We will provide tracking when the selected service includes it. A carrier scan is evidence of carrier activity but is not conclusive where you promptly report that a parcel was not received.
Some deliveries may require a signature. Do not authorize unattended delivery if the location is insecure. Delivery to a mailroom, concierge, parcel locker, or other person authorized at the address may count as delivery where permitted by law.
6. Canada–United States orders
Cross-border orders may require customs declarations and may be inspected or delayed. Unless checkout states that duties and taxes are included:
- the recipient is the importer of record;
- the recipient is responsible for import duties, local taxes, brokerage, and carrier collection fees; and
- those amounts are charged by government authorities, carriers, or brokers, not by Spicy Friends.
Refusing a parcel because of duties does not automatically entitle you to a full refund. If the parcel returns to us, we will apply the return policy and mandatory law.
We will not knowingly ship prohibited or restricted goods. Product eligibility can vary by destination.
7. Lost, stolen, or damaged parcels
Report an apparently lost, stolen, or damaged parcel promptly to [email protected] with the order number and relevant details. Keep packaging for a damaged shipment until we provide instructions.
We may ask you to confirm delivery facts and cooperate with a carrier claim. We will not require a false police report or other unreasonable step. After investigation, we will provide a replacement or refund where required by law or appropriate under the circumstances.
8. Split shipments
We may ship items separately. We will disclose any additional shipping charge before purchase; we will not add an undisclosed charge merely because we split fulfillment.
9. Returns
Delivery does not remove your rights under our Returns, Refunds, and Cancellations Policy. Contact us before returning merchandise.
10. Contact
Spicy Friends Ltd.
Attn: Shipping Support
7242 Wellington Rd 124
Guelph, Ontario, Canada N1H 6J3
[email protected]