How We Fulfil Your Order

At Theo’s Closet, we work with trusted international fulfillment partners to ship your order directly to your doorstep. This allows us to offer a wide range of styles at accessible prices, along with free shipping across Canada.

Processing Time

Orders are typically processed within 1–3 business days.

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

Delivery Time

Estimated delivery time is 10–20 business days, depending on your location.

Please note:

• Delivery times may be slightly extended during peak seasons
• Customs processing or external delays may impact timing

We appreciate your patience and will keep you updated throughout the process.

Order Tracking

All orders include Track & Trace.

You will receive a tracking link via email once your order has been dispatched, allowing you to follow your shipment in real time.

Shipping Costs

We offer free shipping across Canada.

For international orders, any applicable shipping fees will be displayed at checkout.

Customs & Import Fees

Depending on your location, customs duties or import taxes may apply.

These charges are determined by your local authorities and are the responsibility of the customer.

Order Cancellations

Orders may be cancelled within 24 hours of placement.

To request a cancellation, please email:
📧 info@theoscloset.com
Subject line: CANCEL – [Your Order Number]

After 24 hours, your order will have entered processing and cannot be cancelled. In this case, you may refer to our return policy once the item is delivered.

Shipping Responsibility

Once tracking confirms your package has been delivered, responsibility transfers to the customer.

Please ensure:

• Your shipping address is correct at checkout
• Any address errors are reported within 24 hours of ordering

Customers who purchase Order Protection may be eligible to file a claim (see below).

Need Help?

For any questions, contact us at:
📧 info@theoscloset.com

Support Hours:
Monday–Friday: 9:00 AM – 6:00 PM
Saturday–Sunday: 10:00 AM – 5:00 PM

Order Protection — Theo’s Closet

To give you extra peace of mind, we offer Order Protection at checkout — an optional service that covers your order against loss or damage during transit.

What’s Covered

Order Protection applies to:

• Packages confirmed lost by the carrier after the estimated delivery timeframe
• Packages that arrive damaged, affecting the items inside

(Valid supporting evidence is required)

What’s Not Covered

Order Protection does not apply to:

• Packages marked as delivered, unless a carrier investigation confirms non-delivery
• Delays caused by customs, weather, holidays, or carrier issues
• Incorrect or incomplete shipping details provided at checkout
• Refused deliveries
• Issues occurring after confirmed delivery
• Claims submitted more than 14 days after the estimated delivery date
• Orders where Order Protection was not selected at checkout
• More than one claim per customer within a 6-month period

How to Submit a Claim

To file a claim, email:
📧 info@theoscloset.com
Subject line: CLAIM – [Your Order Number]

Your claim must include:

• Order number
• Description of the issue
• Photo or screenshot evidence
• Carrier inquiry reference (if applicable)

Claims must be submitted within 14 days of the estimated delivery date.

Required Evidence

We cannot process claims without proper documentation.

For lost packages:

• Screenshot of tracking status
• Carrier investigation reference number

For damaged items:

• Clear photo of the damaged item
• Clear photo of the packaging as received

Both are required for approval.

Carrier Investigation (Canada Post Example)

To open an inquiry with Canada Post:

📞 Call: 1-866-607-6301
Provide your tracking number and request a trace or loss investigation.

Include your reference number in your claim submission.

Claim Review Process

All claims are reviewed manually.

After submission:

• You’ll receive confirmation within 1–2 business days
• Claims are evaluated based on submitted evidence and tracking data

If additional documents are needed, you will have 5 business days to respond.

Incomplete responses may result in claim closure.

Typical resolution time: 3–7 business days

Claim Outcomes

Approved claims may be resolved with:

• Store credit
• Replacement item (if available)

Cash refunds are not issued under Order Protection.
The protection fee is non-refundable once the order is processed.

Claim Denials

If your claim is not approved, you will receive a detailed explanation.

Common reasons include:

• Submission outside the 14-day window
• Missing or insufficient documentation
• Delivery confirmed without carrier proof of loss
• Incorrect shipping details
• Previous claim within 6 months
• Issue not covered under policy

You may resubmit once within 5 business days if you have additional supporting evidence.

Important Notice

Order Protection is a discretionary service, not an insurance policy.

By purchasing it, you confirm that you have read and agreed to these terms.

Theo’s Closet reserves the right to update this policy at any time. The version in effect at the time of your purchase applies.

Questions About a Claim?

📧 Contact: info@theoscloset.com
We aim to respond within 1–2 business days.