Shipping policy
This Shipping Policy explains how CHAL processes and delivers orders, including local pickup, delivery timelines, tracking, and important conditions. By placing an order on our website, you agree to the terms below.
Where We Ship
- Canada: We ship across Canada. Local pickup is available for
eligible items.
- United States: We offer delivery to the United States for select
items.
Fulfillment Methods and Delivery Times
CHAL operates two fulfillment models, and the applicable method is clearly displayed on each product page and at checkout.
Typical delivery (Montréal Stock)
For items currently in our Montréal store, orders are typically delivered within 5 to 8 business days across Canada via Canada Post or partner carriers. Processing time is typically 1 to 3 business days before shipment.
Manufacturing Partner Fulfillment
For select items not currently held in our Montréal store, orders are prepared and shipped directly by our manufacturing partners. Delivery times for these items range from 2 to 6 weeks depending on the product, manufacturing schedule, and destination. The estimated timeframe is shown on the product page for full transparency.
By completing your purchase, you acknowledge the fulfillment method and estimated delivery timeframe shown for each item in your order.
Processing Time
Processing time is the time needed to prepare your order before it is handed to the carrier. Processing time varies by item type, fulfillment method, and order volume.
- In-stock items: typically processed within 1–3 business days
- Manufacturing partner items: processing reflects manufacturing
preparation time as disclosed on the product page
- Peak periods: processing may take longer during high-volume seasons
Shipping Timelines
Canada
Delivery times vary depending on your location, the fulfillment method, and product availability. Estimated delivery timelines are shown on the product page and at checkout.
United States
Delivery times vary based on destination, product type, and fulfillment method. Estimated delivery timelines are provided on the product page and at checkout.
Reservations and Out-of-Stock Items
Some products may be offered as reservations when inventory is temporarily unavailable. Reservation timelines are shown on the product page. When an item is reserved, it will ship after the listed availability date once inventory arrives and processing is completed.
If you reserved an item, you will receive an email notification when it becomes available and when it ships.
Local Pickup (Montréal)
If local pickup is available for your item, you'll see the pickup option at checkout. Once your order is ready, you will receive a "Ready for Pickup" notification.
Pickup location: 4083 Saint Laurent, Montréal, QC H2W 1Y7
Pickup timing: Pickup preparation times are shown during checkout and in your pickup notification.
Please bring your order confirmation (or order number) when you arrive. If someone else is picking up on your behalf, please ensure they have the order number and the name on the order.
IMPORTANT: Orders confirmed as "Ready for Pickup" must be collected within 30 days of the pickup notification. After this period, the order is considered abandoned, and CHAL Décoration reserves the right to return the item to inventory. Orders that remain unclaimed beyond 30 days are no longer eligible for a refund, exchange, or store credit. If you are unable to pick up your order within this timeframe, please contact us as soon as possible at contact@chal.ca so we can make alternative arrangements.
Shipping Rates
Shipping rates (including any free-shipping offers when available) are displayed at checkout and may vary based on your destination, product size and weight, fulfillment method, and selected delivery option.
Tracking and Shipment Notifications
Once your order ships, we send a shipping confirmation by email.
- Canada: tracking details are provided when available and can be
used to follow the shipment with the carrier.
- United States: tracking availability can vary depending on the
shipping method and logistics partner. If full tracking is not
available, we will provide order status updates by email.
If you did not receive your shipping confirmation, please check your spam/junk folder and then contact us with your order number.
Order Cancellations
- Orders may be cancelled within 12 hours of placement at no cost
- After 12 hours, orders enter processing and cancellations may not
be possible
- Orders that have been packed, shipped, or sent to our manufacturing
partners cannot be cancelled
- Reservation orders may be cancelled at any time before shipment
Address Accuracy
Customers are responsible for providing a complete and accurate shipping address. If a package is returned to us due to an incomplete or incorrect address, additional shipping fees may apply to reship the order. If the customer requests cancellation instead, the original shipping cost is non-refundable.
Delivery Issues, Delays, and Lost Packages
Carrier delays can occur due to weather, service disruptions, customs processing (for international orders), or remote-area routing. While we do our best to support every shipment, shipping time estimates are not guarantees. Delays beyond our control are not grounds for refund or cancellation once an order has been processed.
If your package appears delayed, please contact us with your order number. We will review the status and help you take the next best step.
Lost Packages
A package is considered lost only after the carrier officially declares it lost following their investigation period (typically 14–21 days). Once officially declared lost, CHAL will issue a replacement or refund at our discretion.
Packages marked "delivered" by the carrier but not received by the customer must be reported within 5 days. CHAL will assist in opening a carrier investigation but is not responsible for theft after delivery once the carrier confirms the package was delivered to the provided address.
Damaged Items in Transit
If your order arrives damaged, please contact us as soon as possible so we can help. To speed up support, include:
- Your order number
- Clear photos of the outer box and packaging
- Clear photos of the damaged item or parts
- A short description of the issue
For full damage report timeframes and resolution details, please refer to our Return Policy.
Customs, Duties, and Taxes (United States)
All duties, taxes, and customs fees for orders shipped to the United States are the responsibility of the recipient and are collected by the carrier or customs authority upon delivery. CHAL does not pre-collect or refund these fees.
Contact
If you have questions about shipping, delivery timing, or pickup, please contact us and include your order number when available.
Email: contact@chal.ca
CHAL may update this policy from time to time to reflect operational changes. The version displayed on this page is the current policy.