Order Tracking & Shipping
How do I track my order?
To track your order, please use our order tracking page. Please note that orders with multiple and/or large items may ship in multiple boxes that have unique tracking numbers.
Orders placed by 12pm ET will ship the same business day. Orders placed after 12pm ET will ship the next business day. (For example, orders placed after 12pm ET Friday will ship by the following Monday.)
Once your order has shipped, we’ll send a shipping confirmation email with tracking information. A tracking number may display “Label Created” status for up to 48 hours after shipment. This does not necessarily mean the item is not moving. It simply might not have reached the next delivery hub to be scanned.
What is my order status?
You can check your order’s status at any time using our order tracking page.
Here are the possible shipping statuses, which can mean any of the conditions listed:
In Progress
- We received your order and are reviewing it before sending it to the warehouse for fulfillment
- We sent your order to a warehouse for fulfillment
- Part of your order has been shipped
Shipped
- The carrier picked up your order, and you should receive a shipping confirmation email with tracking number(s)
- The carrier couldn’t access the provided address or the address is incorrect
Delivered
- Your order delivered to the provided address
Returned
- 1 or more items from your order has been returned
When can I expect my product to arrive?
You should receive a shipping confirmation email within 24 hours of placing your order. Standard shipping typically takes 2-5 business days to arrive. Shipping to remote areas may take a few additional days to arrive.
Once you have placed your order, you may track it with our order tracking page. You may not see movement of your tracking numbers for up to 48 hours after the label has been created (excluding weekends). Once in transit, items are scanned at various points between pickup and delivery. Depending on the shipping route, it is normal for 24-48 hours to pass between scans.
Can I change or cancel my order?
Cancellation requests may be submitted within 30 minutes of placing an order. After this window, the order will be forwarded to the warehouse for processing and shipping and can no longer be altered.
You may still return or exchange your merchandise in accordance with our returns and exchange policies.
Refusing to accept delivery of any merchandise will result in a $90 Canadian Dollars service fee (per box).
If you wish to cancel your order, please contact us at 888-626-0965, or via Live Chat within the first 30 minutes of the order being placed.
What shipping options do you offer?
Standard Shipping - We offer free ground shipping for all orders in Canada. While our shipping partners do not guarantee delivery times for standard shipping, orders typically take 2-5 business days to arrive to destinations within Canada. Shipping to remote areas may take a few additional days to arrive.
Additional shipping information: PO Boxes and APO, DPO, and FPO Addresses: We are currently unable to ship to PO boxes or APO, DPO, and FPO addresses.
International Shipping: Limited International shipping is available. Click on your location below to learn more. If your location is not listed, please note that we are unable to ship to you at this time.
If you have any questions about shipping, please feel free to contact us for assistance.
How do I provide my return to the carrier?
If your Balsam Hill™ product is eligible for return, please contact us and we will provide you with pre-addressed return shipping labels and a Return Merchandise Authorization (RMA) number. Drop off the return at a FEDEX location or call 1-800-GO-FEDEX for a complimentary pickup.Standard Fedex Return Process
