Shipping & Returns
In-Store Pick Up
We offer same-day/next day pick up from our shop at 1414 Dundas St. W. Orders placed after 2pm will be ready for pickup the following day.
Select the "Pick Up" option on the shipping page, and proceed through checkout. Please wait to be notified by email as to when your order is available for pick up (typically same day or next day).
Once you receive your notification, pickup anytime within our operating hours of 10am-5pm Tuesday to Sunday.
If you need an order put together ASAP, give the cafe a call! We are always happy to help.
Local Delivery in Toronto
We offer a courier service to deliver items locally at a flat rate of $12 within the immediate GTA. If your address qualifies for Local Delivery, it will appear as a shipping option at checkout.
Local deliveries are made daily Wednesday through Sunday. Orders must be placed prior to 11 am to be delivered next-day. Orders placed Sunday-Tuesday are dispatched on Wednesday.
To have freshly prepared food (like scones or tea party bundles) delivered by Local Delivery, order here and choose a delivery date upon checkout. Your order will be delivered on the date that you choose - NOT next-day.
*Important Notes*
- Same-day delivery is guaranteed, but we cannot guarantee an exact delivery time. If you require your delivery at an exact time, please email us at mail@kittenandthebear.com for an upgraded delivery service.
- If you are having refrigerated or frozen items delivered (ie frozen scones, clotted cream, sandwiches, tea cakes, etc), this is at your own risk. Our local delivery partner is not a refrigerated service. Unfortunately, we are not able to offer compensation or refunds for items that are not received at their optimal temperature.
Thursday & Friday: Couriers arrive at our location between 10 am -12 pm, and orders are then delivered over the course of the following 2 hours.
Saturday & Sunday: Couriers arrive at our location between 9 am - 11 am, and orders are then delivered over the course of the following 2 hours.
After orders are picked up, deliveries are made on a route over the course of the next 2 hours, give or take, depending on traffic and other unforeseen circumstances. You will receive tracking as your order progresses through its journey.
*Important Notes*
- Same-day delivery is guaranteed, but we cannot guarantee an exact delivery time. If you require your delivery at an exact time, please email us at mail@kittenandthebear.com for an upgraded delivery service.
- If you are having refrigerated or frozen items delivered (ie frozen scones, clotted cream, sandwiches, tea cakes, etc), this is at your own risk. Our local delivery partner is not a refrigerated service. Unfortunately, we are not able to offer compensation or refunds for items that are not received at their optimal temperature.
Courier service is also available for the Golden Horseshoe on Friday & Sunday for $15 flat rate. Please inquire with us directly if you require delivery to this region!
Scheduled deliveries (ie, orders that must arrive at a specific time), are available upon custom quote, based on the destination and size of order. Please get in touch with us directly if you require this service!
Worldwide Shipping
We use Canada Post to ship to all other destinations. You are able to choose your shipping speed at checkout, and shipping rates are calculated automatically by Canada Post based on weight of the parcel & final destination.
*Please note that the shipping speeds displayed at checkout do not include processing time.* Canada Post picks up all orders on Mondays, and the weekly cutoff is 12 PM on Sunday. Any orders placed after 12 PM on Sunday will be shipped out on the following Monday.
Once your order is packed and a Canada Post label is created, you will be emailed a tracking number through our automated system. Once your parcel is picked up and scanned, you will begin to see movement through the Canada Post tracking system.
Canada Post picks up all shipped orders from our shop once a week, on Mondays. Therefore, all orders placed between Sunday at noon and the next Sunday at noon are picked up by Canada Post the next day (Monday). Any orders placed after 12 PM on Sunday will be shipped out on the following Monday.
Once your order is packed and a Canada Post label is created, you will be emailed a tracking number through our automated system. Once your parcel is picked up and scanned, you will begin to see movement through the Canada Post tracking system.
Once a package leaves our doors, it is put into the hands of Canada Post. Please note: expected arrival dates estimated by the Canada Post system (which are mirrored on our shipping portal) do not include processing time and are estimates only.
For any shipping issues, please contact Canada Post's customer service directly.
If you input incorrect shipping information and your package is returned to us, you can either be refunded for the order (less shipping) or choose to have your parcel reshipped for the additional shipping cost.
In the event that a parcel never arrives or arrives damaged, we will work together to file an insurance claim with Canada Post. This process takes about a month or more, and requires the cooperation of both the shipper and receiver. Once the claim has been successful, we will either refund the order or replace your items. If any items have gone out of stock in the interim, a refund will be issued for these items.
Unfortunately, we are not able to accept returns on any grocery/food items, including jam and tea.
We do offer returns for all undamaged and unused homeware goods within 14 days of purchase with the original proof of purchase. In the case of an exchange of an online order, the customer is responsible for all shipping charges from and to the customer's location.
Once returned items are deemed in re-sellable condition, the return will be issued. This may take up to 1 week.
Terms and Conditions
Once a package leaves our doors, it is put into the hands of Canada Post. Additionally, expected arrival dates estimated by the Canada Post system (which are mirrored on our shipping portal) are just that - estimates - and actual arrival times may not be as expected. Additionally, if your package is reading as delivered, but you still haven't received it, it might still be on its way. For any shipping issues, please contact Canada Post's customer service directly.
With an increase in online ordering and home deliveries, unfortunately there has also been an increase in theft. We are doing our best to make sure that your package arrives to you safely. If you are concerned about package theft, please contact us directly with instructions on how to deliver to you most securely.
We are unable to replace packages that have been stolen after delivery or lost in the mail.
If you input incorrect shipping information and your package is returned to us, you can either be refunded for the order (less shipping) or choose to have your parcel reshipped for the additional shipping cost. Please use extra care when inputting delivery information.
