(Please note: orders placed on Friday after 1pm will not be processed until the following Monday)
Once your order leaves our warehouse. When tracking or pick up info is confirmed, CaroQuilla is not responsible for:
Lost packages, misplaced packages, weather exposure, porch pirates, delivered but-not-found packages.
Shipping of Orders
Please allow up to 48 hours for your order to be processed. For delivery, please allow 10 business days for urban areas and 6-15 business days for remote locations.
Free Tracked shipping on all US orders and Canadian orders over $100.00* , before taxes) (Except for NWT, Yukon and Nunavut, which is $125 CAD),
Shipping charge of $20.00 CAD on all orders for NWT, Nunavut, Yukon.
If shipping to a specific location is not possible, We’ll contact you to see if we can find another solution. In the unfortunate circumstance that this is not possible, we will refund your money.
* Calculated after discounts, before shipping and before taxes
Note on US Orders
Treatment of USA bound orders and the responsibility of Duties levied by US authorities:
NOTE: The policy by US border services is not within the control of CaroQuilla Limited or any of its partners or subsidiaries and is subject to change at any time. CaroQuilla cannot be held responsible for any fees applied to parcels it ships on behalf of its customers, regardless of national or geographic location.
About the U.S. de minimis suspension
Effective August 29, 2025, the United States has suspended its duty-free “de minimis” threshold of US$800 for all countries, including Canada. All postal shipments to the U.S. will require prepaid duties before your package crosses the border – regardless of their value or country of origin.
International Orders (Outside Canada and the USA)
All international orders will be calculated using CAD.
Please allow 10-25 business days for your order to arrive.
(please note: orders placed on Friday after 1pm will not be processed until the following Monday)
Free shipping is not offered on international orders (outside of Canada and the USA) at this time.
Duties
These amounts are calculated by the governing body of the buyers jurisdiction and so cannot be calculated by the vendor. The buyer is solely responsible for the payment of these amounts. Orders are shipped from Canada.
* Calculated after discounts, before shipping and before taxes
Shipping Questions
Which countries do you ship to?
Our current ship-to list includes: Canada, and the United States and its territories: American Samoa, Guam, Northern Mariana Islands, Puerto Rico and the U.S. Virgin Islands.
Please be aware that all cross-border shipments are subject to inspection and may incur additional customs duties and taxes according to the laws of your country. These fees are entirely outside of our control, and are the responsibility of the receiver.
What if I want a tracking number for my order?
In order to qualify for free* tracked shipping the order total has to be above $100. Please be aware that when applying a discount code, this reduces the total amount. For free* shipping, the total after application of any discount codes or bundle discounts must be above $100.00.
I’ve already submitted my order, but I need to make a change! What should I do? Is it too late?
We process our orders quickly so you can get your undies without unnecessary delay. However we will do our best to accommodate any requests you may have. Fulfilled orders cannot be cancelled or refunded. The best way to adjust or cancel an order is to email customerservice@CaroQuilla.com right way.
How long does it take for my order to arrive?
Depending on the type of shipping selected, arrival times vary.
Standard shipping takes 7-10 business days..
Please note orders can take 48 to 72 hours to be processed before they are ready to ship.
How do I track my order?
If tracking is available for your shipment, you will receive the tracking code in your Shipping Confirmation email. It may take up to 24 hours for your tracking code to become active online after you receive your Shipping Confirmation email.
All US orders are handled by Canada Post via USPS and are transferred from Canada to USPS via our courier partner once they go through customs.
International orders (outside of Canada and the US) are transferred to your country’s local postal service once they clear customs. To keep shipping costs low, international orders are shipped Standard Air Mail, and therefore do not always include tracking information.
Do you accept international orders?
Yes of course! We would never stop anyone wanting to give our product a try as we appreciate their support. To cover the shipping cost however, there will be a shipping charge added to the total. Please also note that tariffs and import fees vary by country which will not be covered. Just take a quick look at your country’s rules in advance.
Customers are responsible for any customs/duties upon receipt of order. Orders are shipped from Canada.
Do you offer local pick-up?
Currently we have local pick up available in Edmonton, Alberta only. We are working on offering this service in other centers and will advise once available.
How can I be sure that my order went through?
Once you complete and submit your order, you will receive an email confirmation, usually within minutes of placing your order. Make sure to check the details and that they are correct, if not please contact us immediately.
How do packages appear when shipped?
Shipments will arrive in either a regular package envelope or compostable mailer bag, depending on size of order. Inside the package your CaroQuilla's product is wrapped in our customized recyclable or compostable bags.
Your Satisfaction Is Our Top Priority!
