Shipping policy

SHIPPING POLICY

HushLab | www.hushlab.ca
A brand operated by L'Origine Cachée Inc.

At this time, we ship exclusively within Canada. Depending on the product you order, your item will ship either from one of our Canadian distribution centers or from one of our international supplier partners. Shipping origin and timelines vary accordingly and are detailed below.

1. Canadian-Sourced Products

  • Shipping Origins: Orders ship from our partner distribution centers in Laval (QC), Edmonton (AB), and Toronto (ON). Your order will be shipped from the center closest to you whenever possible.
  • Processing Time: Orders are processed within 24 to 48 business hours following payment confirmation.
  • Delivery Time: Estimated delivery is 3 to 5 business days across Canada.

2. Products Shipped from International Suppliers

  • Processing Time: Orders are processed within 24 to 48 business hours following payment confirmation.
  • Delivery Time: Estimated delivery is 10–15 business days.
  • Shipping Origin: These items ship from a partner warehouse selected for its quality and reliability. This model allows us to work directly with our suppliers, without intermediaries, ensuring the best prices and rigorous quality control for you.

3. Shipping Fees

Shipping fees are calculated at checkout and may vary based on several factors, including the origin of the product (Canadian or international), your delivery address, and your order total. Free shipping may be available once a certain order value is reached; applicable fees and any free shipping thresholds will always be clearly displayed before you complete your purchase.

4. Please Note

All delivery times are estimates and may vary due to carrier delays, weather conditions, or the remoteness of the delivery location.

5. Customs & Duties

You will never be charged customs duties or additional fees upon delivery. Any applicable customs costs are factored into our pricing or absorbed by us directly.

6. Order Tracking

A tracking number is sent to you by email as soon as your order ships. Our team actively monitors every shipment to ensure a smooth delivery experience.

End-to-end tracking | Email notifications | Dedicated support team

7. Delays, Lost, or Damaged Packages

We do everything possible to ensure your order arrives on time and in perfect condition. If something goes wrong, here is our commitment to you:

  • Delayed Delivery: If your order is delayed, our team will proactively reach out to keep you informed and will follow up with the carrier on your behalf. A resolution will be proposed within a maximum of 72 business hours.
  • Lost Package: Protected for 30 days. If your package is declared lost, we will ship a free replacement or issue a full refund.
  • Damaged Product: Send us a photo of the damaged item and we will ship a free replacement — no return required.

8. Returns & Refunds

Free returns for any issue reported within 30 days of receipt. Please contact our team to initiate the process. (See our full Return & Refund Policy for complete details.)

9. Contact Us

Our team is available Monday to Friday, 8am–6pm EST, and Saturday, 9am–4pm EST, to answer all your questions.
Email: support@hushlab.ca

This policy was last updated on July 30, 2026.  HushLab reserves the right to update this policy at any time to reflect operational or legal changes. Minor updates will simply be reflected in the "last updated" date above. If a change materially affects an order already in progress, we will notify the affected customer directly by email.