At drpen-ca.com, we aim to provide a transparent, reliable, and secure shopping experience for our Canadian customers. This Shipping Policy explains our shipping practices, delivery times, tracking, address changes, and import/customs responsibilities.
We ensure that every order is shipped securely, with full tracking and clear communication at every stage of delivery.
1. Processing Time
- All prices are displayed in CAD. GST/HST is included where applicable. All prices shown on our website are tax-inclusive. In rare cases, Canadian customs may assess additional import duties or brokerage fees, which remain the responsibility of the customer.
- Orders placed on weekends or public holidays will be processed on the next business day.
2. Shipping Origin
All orders are fulfilled from our international warehouse in Shenzhen, China and shipped directly to Canadian customers.
3. Delivery Time
- Order Processing Time: 1–2 business days (time required to prepare and pack your order before shipment).
- Transit / Shipping Time: 8–15 business days (time from departure of our warehouse in China to delivery at your Canadian address).
- Total Estimated Delivery Time: 9–17 business days from the date your order is placed.
Note: Delivery times are estimates and may vary depending on courier operations, weather conditions, customs clearance, or peak holiday seasons. You will receive a tracking number once your order has shipped. Delivery estimates are provided for reference only and are not guaranteed.
4. Shipping Cost
- Free standard shipping on all orders to Canada.
- No additional shipping fees will be charged at checkout.
5. Customs, Duties & Taxes
- All prices are displayed in CAD. GST/HST is included where applicable. In rare cases, Canadian customs may assess additional import duties or fees, which remain the responsibility of the customer.
6. Tracking
- Once your order has shipped, you will receive a confirmation email with a tracking number.
- You may track shipments directly via the carrier’s website.
- Registered customers may also track their orders through the My Account dashboard.
7. Change of Delivery Address
- You may request a change to your delivery address free of charge before the tracking number is issued.
- Once the order has shipped, address changes are no longer possible.
8. Order Cancellation
- If you wish to cancel your order, please contact us immediately via ca@drpen-store.com.
- Orders canceled before shipment will be refunded in full.
- Orders already shipped fall under our Refund Policy.
9. Return Shipping
- We offer free return shipping if the return is due to our error (defective product, incorrect item).
- For personal preference returns (e.g., wrong model, change of mind), customers are responsible for the return shipping cost.
- All returns must comply with our 30-day Refund Policy and will be processed through our international warehouse in Shenzhen, China. The full return address will be provided after your request is approved.
Note: All return shipments must be pre-approved by our support team to ensure smooth processing.
10. Contact Information
Email: ca@drpen-store.com
Business Hours: Monday – Friday: 09:00 – 22:00 (GMT+8) / 20:00 – 09:00 (EST) | Saturday & Sunday: Closed
