If your parcel has stopped moving, or the tracking says delivered and it never turned up, tell us. We chase the carrier, and if the parcel does not surface we send a replacement or refund you. That is on us, not on you.
How long to wait before you email
| Where it was going | Email us once tracking has not moved for |
|---|---|
| United States and Canada | 10 business days |
| Everywhere else | 30 calendar days |
Those windows are deliberately patient, because most stalled parcels are only slow. International parcels in particular can sit at a customs facility for a week or more with no scan at all.
One exception: do not wait. If the tracking says delivered and you do not have the parcel, email us as soon as you have checked around the address. The trail goes cold quickly on those, and the carrier will not investigate an old one.
What to send us
Email Info@SparkBlocks.ca with:
- Your order number, which looks like SB-INV-1234
- The tracking number or link
- The delivery address on the order
- If it was marked delivered, a line saying you have already checked around the address
What happens next
- We open a trace with the carrier.
- We keep you updated while it runs. Our standing promise, word for word: "If you do not hear back from us in the next 5 business days, please feel free to reach out and we will investigate further."
- If the carrier confirms the parcel is lost, or the trace goes nowhere, we send a replacement or refund you. You choose which. We cover the cost either way, including the shipping.
We do not make you wait for a carrier claim to close before we put it right, and we do not ask you to file the claim yourself.
If the carrier tried and could not deliver
Sometimes a parcel is held at a depot or a collection point after a failed attempt. Follow the carrier's instructions quickly, because parcels waiting for collection get sent back after a set number of days and international returns can be expensive to recover. If it does come back to us, email us and we will resend it or refund you.
If it arrived, only late
That is a different situation with a different answer. If your order arrived but missed a delivery speed you paid extra for, we refund the shipping upgrade. Email us with your order number.
Our shipping policy covers where we ship and how long delivery normally takes.
