Please allow 2–4 business days for your order to be prepared before it ships. During peak periods, or for pieces requiring custom stone or engraving work, processing may take slightly longer — any extended timeline will be noted on the relevant product page. This processing time is separate from transit time, which begins once your order has shipped.

Select pieces may be offered for pre-order ahead of production or restock, clearly marked as such on the product page along with an estimated ship date. Estimated dates are approximate and may shift due to material availability; we'll notify you by email if a date changes significantly. Payment is collected in full at the time of a pre-order, and pre-orders may be cancelled for a full refund any time before the item ships.

If your order includes both pre-order and in-stock items, everything ships together once the pre-order piece is ready, unless you contact us to request a split shipment.

Exact rates and available methods are calculated at checkout based on your address and order weight. Free standard shipping is offered on domestic orders over [$XXX CAD].

Yes, to most international destinations. Estimated transit time is 7–14 business days from the date of shipment, depending on destination and customs processing. Available rates and methods will display at checkout once you enter your address.

International orders may be subject to customs duties, import taxes, or brokerage fees levied by the destination country. These charges are determined by your local customs authority and are the responsibility of the recipient — they're not included in your order total or shipping cost at checkout, and we're not able to predict them in advance.

If you refuse a shipment due to customs charges, the cost of return shipping and any duties incurred may be deducted from your refund.

Once your order ships, you'll receive a confirmation email with tracking information. Please allow up to 24 hours for tracking details to update. If you haven't received a shipping confirmation within our stated processing window, check your spam folder before contacting us.

While we work with trusted carriers, transit times are estimates and not guaranteed. Delays caused by customs processing, weather, carrier disruptions, or other circumstances outside our control are the responsibility of the carrier, not Maison Pupa. We're happy to help investigate a delayed shipment if tracking shows no movement for an extended period.

If tracking confirms delivery but you're unable to locate your package, check with neighbours and building management first, as carriers sometimes mark packages delivered slightly before arrival. If it still can't be located, contact us within 7 days of the delivery date and we'll assist in filing a claim with the carrier. We're not responsible for packages confirmed as delivered to the address provided at checkout.

Please make sure your address is complete and accurate at checkout — we're not responsible for delays, extra charges, or non-delivery resulting from an incorrect or incomplete address. If you notice an error, contact us as soon as possible; we can only make changes before an order has shipped.

Multiple items may ship separately depending on availability and production timelines, and you'll receive tracking for each shipment. Splitting an order doesn't incur additional shipping charges, except where noted for pre-orders above.

For any questions about an order's shipping status, reach us at info@maisonpupa.com.