Shipping policy

Shipping Policy

Shipping Rates

  • Orders CA$75.00 and above: Free Shipping

  • Orders under CA$75.00: Shipping costs are calculated at checkout based on live carrier rates.

Dot Cards via Lettermail (Limit: 6 Dot Cards total)

  • Canada & United States: Free

  • International: CA$4.00

Processing and Transit Times

  • Processing Time: Orders are processed and shipped within 1-2 business days.

  • Transit Time: Estimated transit times are calculated by the carrier and displayed next to each shipping service option during checkout.

Customs, Import Taxes, and Abandoned Packages

Customers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs processing.

If a package is returned to us due to unpaid customs duties, import taxes, or abandonment by the receiver, the customer will be issued a refund for the items, minus the original shipping charges and any return shipping fees incurred by Genzäh Handmade Watercolours.

Missing or Lost Parcels

Tracked Shipments
Shipping services selected at checkout vary regarding carrier liability coverage. Some options include up to CA$100 in standard insurance, while economy tracked options may be entirely uninsured.

If a tracked parcel does not arrive within the estimated transit time, contact info@genzah.com. We will initiate a formal trace and investigation with the responsible carrier on your behalf.

  • If the carrier officially declares the parcel lost in transit, you will be issued a replacement or a refund up to a maximum value of CA$100.

  • For orders exceeding CA$100in total value, Genzäh Handmade Watercolours is not liable for any unrecovered balance if the package is lost. Customers placing high-value orders are responsible for selecting a shipping tier that explicitly includes adequate insurance coverage at checkout.

Untracked Shipments (Dot Card Lettermail Only)
The flat-rate lettermail option for Dot Cards does not include a tracking number or carrier insurance. If your lettermail order has not arrived within 15 business days (Canada/US) or 30 business days (International) of the shipping date, please contact info@genzah.com. We will issue a one-time replacement of the missing items at no additional cost. Refunds are not available for untracked items lost in transit.

If you have any questions or concerns, please contact us at info@genzah.com.