SHIPPING INFORMATION
Please carefully read our shipping policy. If you have any questions regarding shipping, please contact us weekdays from 10AM - 6PM EST at bergodesigns@gmail.com.
We do our best to process orders as quickly as possible. Weekend orders may not be processed until Monday. We may need extra time to fill order, such as during popular product launches or during the Christmas season.
PICK UP
Currently pick up in store is not available.
SHIPPING
Make sure to fill out your shipping address accurately to an address that can receive packages. If the address provided is incorrect, we cannot take responsibility for that package. Nor can we take responsibility for a package marked as delivered by the carrier which is stolen or misplaced thereafter. If a package is unable to be delivered, it may be sent back to us. We will not be able to refund your purchase until the package arrives. There will be a return fee that will come out of your refund. It may take up to 8 weeks for the package to be returned to us and a refund issued.
Please track your package. If it is not delivered by the estimated time, check your tracking page. If it was sent UPS, check their tracking page to make sure that your package hasn't been rerouted to a UPS Access Point or store. All necessary information is on the tracking page. If your package is rerouted and not picked up by you (the customer) it will be returned to us and we will need to charge shipping again.
GREATER TORONTO SHIPPING
- Fast Local Delivery by TREXITY: If you are in the GTA courier delivery area, the option will appear at checkout. If you choose this option once your order is ready we will schedule delivery. Delivery will usually be within 24-48 hours (business days) of your order being fulfilled. You will receive a notification from our service, TREXITY, when your order is on its way and you can live track it.
We cannot deliver orders to Pick Up locations.
CANADIAN SHIPPING
If you are not in the local Toronto area served by our courier and for all other Canadian addresses, your package will be shipped with UPS. You will be provided with a tracking number once the order is on its way. Pricing is based on the delivery address. For more information visit our SHIPPING INFORMATION page.
Shipping times are estimates. Packages may arrive earlier or later than the estimated time. Oversized packages and deliveries to remote locations may necessitate additional shipping fees. All packages being sent to a PO Box will be shipped by Canada Post. Because of Canada Post's fuel surcharges we may need to charge an extra fee. We will contact you to discuss options if this applies to your order.
Once notified that a package has been delivered, it is the customer's responsibility to inform us if the package is lost or missing or if your order did not come complete. Contact us within 24 hours. After that we can not help you to locate the package or help with a missing item.
USA AND INTERNATIONAL SHIPPING
We ship to the United Sates and most countries internationally. Shipping charges are based on location. In some cases (larger or heavier than normal items), we may need to charge additional shipping fees. In that case, you will receive an email that will take you to the shopping cart of our website to pay for the additional costs. If you do not wish to pay extra for shipping, please reply via email to bergodesigns@gmail.com and the entire order will be cancelled.
Please note that you are responsible for any duties charged. DUTIES ARE NOT PRE-PAID. You will be contacted by our shipper (UPS) with the amount you will need to pay before delivery can be made. If the duties are not paid, your package will be considered abandoned and may be returned to us. We can only issue you a refund less your original shipping fee plus any cost to return the package if it is returned. If you have questions about duties please contact us at bergodesigns@gmail.com and include your order number in the subject line.
If you are shipping to the US and place your order with the Shop app, you will be charged the local taxes for that destination. This applies only to purchases through the Shop app. If you order directly from our website and are shipping to a US address you are not charged your local taxes.
WE DO NOT SHIP JELLYCAT INTERNATIONALLY. WE ARE ONLY ABLE TO SHIP JELLYCAT TO ADDRESSES IN CANADA AND THE US.
WE ARE NOT ABLE TO SEND PACKAGES VALUED AT OVER $1,500 CANADIAN
All International and US packages are shipped with tracking. Tracking numbers will be emailed to you when your package is ready. If you need additional tracking information, please contact us weekdays from 10AM - 6PM EST at bergodesigns@gmail.com
Allow time for delivery. Packages must go through customs and the length of time for clearance varies.
Keep track of your package. If you have not received your package within 20 days of ordering, contact us weekdays from 10AM - 6PM EST.at bergodesigns@gmail.com. We will look into the delay and send you an update. Your order is insured, but if we are not informed within 45 days that you have not received your package, we will not be able to reimburse you if the package does not arrive.
If you are required to pick up your International Package, please do so in a timely fashion. Any International Package shipped back to us will be refunded once it is returned minus the original shipping fee, any costs for return, and a restocking fee. The returned items must be in sellable condition.
INSURANCE
Please note that while all shipments are sent insured, some items are not insured for breakage (for example, glass.) We do our best to package everything to avoid breakage, but in the event your order arrives damaged, please take photos of the product(s) in the packing materials. Send the photos to bergodesigns@gmail.com with all of your information. We will make an insurance claim on your behalf. The insurer may need a signed affidavit stating that the goods arrived damaged. Please do not dispose of the damaged goods until we contact you that the claims process is underway. We will not be able to return, replace, or refund any items in which you (the customer) have not provided sufficient information and documentation for a claim.