Shipping policy

To ensure transparency and clarity regarding our shipping process, please review our shipping policy below:

What locations do you ship to?

We ship to Canada, the United States and sometimes the rest of the world. We can package and ship orders to nearly every country across the globe but the transit time will vary from location to location. 

Free Shipping On Canadian Orders Over $100+
International Orders may be subject to customs and duties tax

How long does an order take to arrive once shipped?

1. Pre-Made Orders:

All pre-made orders will be shipped using DHL, a trusted and reliable carrier.

The estimated delivery time for pre-made orders is 2-5 business days, starting from the date of purchase.

Please note that delivery times may vary based on your location and any unforeseen circumstances that may affect shipping carriers.

2. Pre-orders (Shirts, Zip-ups, Hoodies, Pants):

Week 1: The order is placed. The order time ranges from Monday to Sunday, every Monday, inventory is ordered for the previous week.

Week 2: Production on your order has started. fabric is being collected, materials are being prepared

Week 3: Production in process. Sewing, threading, and printing.

Week 4: Production finished. the inventory is ready to be shipped out. The inventory is getting packed.

Week 4/5: We receive the inventory, package your order, and ship it out

Week 5/6: Your order is delivered. Waiting for you either at your front door or in the mailbox.

We appreciate your patience and understanding as we work diligently to ensure your pre-ordered items are delivered to you promptly once they become available.

3. Order Processing:

All pre-made orders will be processed and packaged on the next business day following your order confirmation.

Orders are not processed or shipped on weekends or public holidays.

4. Shipping Costs:

Shipping costs are calculated at checkout based on your order total and the chosen shipping method.

We may offer free shipping promotions from time to time, so please keep an eye out for any ongoing promotions on our website.

5. Tracking Information:

Once your order is shipped, you will receive a confirmation email with tracking information.

You can use the provided tracking number to monitor your order's status and delivery progress.

6. Shipping Restrictions:

We currently offer shipping within Canada only. We do not offer international shipping at this time.

7. Address Accuracy:

The customer is responsible for providing accurate and complete shipping information at the time of order placement.

OnTheGo will not be responsible for any delays or issues arising from incorrect or incomplete shipping details.

It is important to note that anything that happens to your package after it has been dropped off at the Canada Post office is not our responsibility and is not eligible for a refund.

All orders are processed and shipped as soon as possible through Canada Post depending on the fastest shipping method available to your location. We typically take 1-3 business days to handle & process your order. The typical delivery time frame is anywhere from 3-10 business days within Canada & USA. Delivery time for international orders can take anywhere from 20-60 days. Depending on your location, you might receive items much earlier.

Please allow extra time during this pandemic season as postal delays are out of our control. Additional factors such as distance, customs, and natural disasters may cause further postal delays.

Tracking information, including the carriers, is provided with every order. Every order within CANADA and USA is insured excluding all international orders as of current. If your package does not arrive you are eligible for a refund or replacement. Please reach out to contactvotg@gmail.com for additional assistance in this matter. 

Thank you for your patience and understanding.


Will I receive a tracking number for my package?

Tracking numbers will be sent as soon as we can ship your order excluding international orders.


What do I do if my order is lost in the mail?

Each order excluding international will be sent with insured shipping & handling to prevent lost packages. If your order happens to get held at customs, lost in transit or returned to us for any reason, we have your back! The postal service is out of our control once your package gets sent out. However, in cases like this, because the packages are insured, we will send you a new package with priority shipping and full tracking, if possible. Please see our refund policy for when these might be applicable to shipping situations. 

 

Extended Delays

Sometimes, the delivery time may take longer than our policy states due to COVID-19 practices.  If this is the case, please get in touch with us as soon as possible and we will do everything we can to help you resolve any situation that we have control over.