Shipping policy
The following information applies to direct to customer orders only. For WHOLESALE customers, please refer to our Wholesaler FAQ here (must be logged into your wholesaler account to view).
In-Store Pick Up
For retail orders, 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 starting at $14 within the immediate GTA, and tiered for the surrounding areas. 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.
Shipping Options:
We use Canada Post to ship nation-wide across Canada. 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.
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.
