Shipping & Delivery Policy

Shipping & Delivery Policy — Rose & Sienna

Last updated: August 26, 2026

At Rose & Sienna, we aim to make the delivery process as simple and transparent as possible. Orders may be fulfilled through trusted fulfillment centres, warehouses, and logistics partners located in Canada or internationally, depending on the product and availability.

1. How We Fulfil Your Order

Orders may be fulfilled directly through our trusted fulfillment and logistics partners.

This fulfillment model allows us to offer a curated selection of products while maintaining competitive pricing and providing tracked delivery where available.

Depending on the product, your order may be shipped separately if items are fulfilled from different locations.

If your order is shipped in multiple packages, you may receive separate tracking notifications.

2. Processing Time

Orders are generally processed and prepared for shipment within 1–3 business days.

Processing times may occasionally be longer during periods of unusually high order volume, promotional events, holidays, or circumstances outside our reasonable control.

Once your order has been dispatched, you will generally receive a shipping confirmation email containing your tracking information where tracking is available.

3. Delivery Time

The estimated delivery time for standard shipping is generally 7–12 business days after the order has been processed.

Delivery times may vary depending on:

  • your delivery location;

  • shipping carrier;

  • customs processing;

  • weather conditions;

  • holidays;

  • transportation disruptions;

  • carrier volume; and

  • other circumstances outside our reasonable control.

Delivery estimates are provided for guidance and are not guaranteed unless expressly stated otherwise.

We appreciate your patience if your order takes longer than the estimated delivery window.

4. Tracking

Where available, shipments include tracking information.

Once your order has been dispatched, we will generally provide tracking details by email.

Please allow some time for tracking information to become active after the shipment has been handed to the carrier.

Tracking information is provided by the applicable carrier, and Rose & Sienna cannot guarantee that tracking information will update immediately or continuously during transit.

5. Shipping Costs

We offer free standard shipping on orders delivered within Canada, unless otherwise stated at checkout or on the applicable product page.

Shipping charges for other destinations, shipping methods, or special services, where applicable, will be displayed at checkout before the order is completed.

6. Customs, Duties, and Import Charges

Some orders may be shipped from outside Canada.

For international shipments, customs duties, import taxes, brokerage fees, or other government or carrier charges may apply depending on the destination and applicable laws.

Where applicable, these charges will be handled in accordance with the information provided at checkout and the laws applicable to the shipment.

Rose & Sienna does not control customs authorities, their processing times, or government-imposed charges.

Customers are responsible for providing any information reasonably required for customs clearance.

7. Delivery Address

Customers are responsible for ensuring that their shipping address is complete and accurate at the time an order is placed.

Please carefully review your:

  • name;

  • street address;

  • apartment or unit number;

  • city;

  • province or territory;

  • postal code; and

  • contact information.

If you discover an address error, please contact us as soon as possible at info@rosesienna.com.

We will make reasonable efforts to assist with address corrections before shipment, but we cannot guarantee that an address can be changed after an order has entered fulfillment or been dispatched.

Additional costs resulting from an incorrect or incomplete address may be the customer's responsibility where permitted by applicable law.

8. Delivery Delays

Although we work with established fulfillment and shipping partners, delivery delays can occasionally occur.

Examples include:

  • severe weather;

  • customs delays;

  • public holidays;

  • carrier disruptions;

  • transportation interruptions;

  • labour disruptions;

  • unusually high shipping volumes;

  • incorrect delivery information; or

  • other events beyond our reasonable control.

A delay does not automatically mean that an order is lost.

If tracking information indicates that your package is still moving through the carrier network, we generally recommend allowing additional time for delivery.

9. Lost, Damaged, or Incorrect Deliveries

If your order has not arrived, appears to be lost, arrives damaged, or contains an incorrect product, please contact us at info@rosesienna.com.

For damaged or incorrect orders, please provide clear photographs of the product and packaging where requested.

We will investigate the issue with the applicable fulfillment or shipping partner and determine the appropriate solution in accordance with our Return & Refund Policy and applicable Canadian law.

Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded or limited.

10. Packages Marked as Delivered

If tracking shows that your package has been delivered but you cannot locate it, please first check:

  • around your property;

  • your mailbox or parcel locker;

  • with household members;

  • with building management or reception, where applicable; and

  • with neighbours where appropriate.

You may also wish to contact the applicable carrier to confirm the delivery details.

If you are still unable to locate the package, contact us at info@rosesienna.com so that we can assist with the investigation.

11. Unclaimed or Refused Packages

If a package is refused, remains unclaimed, or is returned to the sender or fulfillment facility, please contact us at info@rosesienna.com.

Any refund, reshipping, or additional shipping charges will be handled according to the circumstances of the order, our policies, and applicable law.

12. Order Protection

Where available, Rose & Sienna may offer an optional Order Protection service at checkout.

Order Protection is intended to provide additional assistance for certain eligible shipping-related issues, such as qualifying loss or physical damage occurring during transit.

Availability, coverage, and the applicable fee will be displayed at checkout where the service is offered.

Purchasing Order Protection does not remove or reduce any statutory consumer rights or remedies that apply to your purchase.

13. What Order Protection May Cover

Subject to the applicable Order Protection terms presented at checkout, eligible claims may include:

  • a package that is confirmed as lost by the applicable carrier;

  • a package that has experienced an extended period without meaningful tracking movement and is reasonably determined to be lost; or

  • physical damage to a product that occurred during transit.

Claims may require supporting documentation so that we can verify the circumstances.

14. What Order Protection Does Not Generally Cover

Subject to applicable law and the specific terms presented at checkout, Order Protection generally does not cover:

  • incorrect or incomplete delivery information provided by the customer;

  • damage caused after delivery;

  • normal shipping delays;

  • customs processing delays;

  • delays caused by severe weather or other events outside our reasonable control;

  • products that were damaged or altered after delivery;

  • issues caused by misuse or improper handling of a product; or

  • claims where the required information or evidence cannot reasonably establish that a covered shipping event occurred.

Nothing in this section limits any rights you may have under applicable consumer protection laws.

15. How to Submit an Order Protection Claim

If you purchased Order Protection and believe your order qualifies for coverage, contact us at:

info@rosesienna.com

Please include:

  1. Your order number.

  2. A description of the issue.

  3. Your tracking number, where applicable.

  4. Photographs or other supporting evidence where relevant.

  5. Any carrier reference or investigation number available to you.

We may request additional information where reasonably necessary to investigate the claim.

16. Damage Claims

For products damaged during delivery, we recommend contacting us as soon as reasonably possible after receiving the package.

Please retain the original packaging until the claim has been reviewed.

Where requested, provide clear photographs showing:

  • the damaged product;

  • the exterior of the package;

  • the interior packaging;

  • the shipping label; and

  • any visible damage to the package.

This information helps us investigate the issue with our fulfillment and shipping partners.

17. Claim Review

Order Protection claims may be reviewed by our customer support team and, where necessary, the applicable fulfillment or shipping provider.

We may request additional information or documentation to verify the claim.

We aim to acknowledge claims within 1–2 business days and will make reasonable efforts to resolve eligible claims promptly once all required information has been received.

Review times may vary depending on the complexity of the issue and the response time of the applicable carrier or fulfillment partner.

18. Order Protection Claim Outcomes

Where an Order Protection claim is approved, the available remedy may depend on the circumstances and product availability.

Depending on the situation, we may provide:

  • a replacement shipment;

  • store credit; or

  • a refund, where applicable.

The remedy will be provided in accordance with the applicable Order Protection terms and any mandatory rights under applicable law.

19. Order Protection and Statutory Rights

Order Protection is an optional service intended to provide additional assistance with qualifying shipping-related issues.

It does not replace or restrict any statutory consumer rights, warranties, guarantees, refund rights, or other remedies that cannot legally be excluded under applicable Canadian federal, provincial, or territorial law.

Where applicable law provides a customer with a right or remedy, that right or remedy remains unaffected regardless of whether Order Protection was purchased.

20. Changes to This Shipping Policy

Rose & Sienna may update this Shipping & Delivery Policy from time to time to reflect changes to our shipping methods, fulfillment partners, delivery services, or applicable legal requirements.

Any updates will be posted on this page with a revised "Last updated" date.

The version applicable to an order will generally be the version in effect when the order was placed, subject to any changes required by applicable law.

21. Contact Us

If you have questions regarding shipping, delivery, tracking, damaged packages, lost orders, or Order Protection, please contact:

Rose & Sienna
Email: info@rosesienna.com

We aim to respond to customer inquiries within 5 business days, although response times may occasionally be longer during periods of high volume.