FAQ

Frequently Asked Questions (FAQ)

Orders & Shipping

Q: How long will my order take to ship?
Cancella requires one business day to process and forward your order. Our fulfillment partner ships most orders received before 1:00 PM EST the same day, otherwise the next business day.

Q: Which carriers do you use?
We ship with trusted carriers such as Canada Post, UPS, and Purolator. Large items may ship with LTL freight partners.

Q: Do you ship outside of Canada?
At this time, we ship within Canada only.

Q: Will my order ship in multiple packages?
Yes, to speed delivery some items may ship separately at no extra cost.

Q: What if my package is lost or damaged in transit?
Please notify us within 48 hours for visible damage, and within 5 business days for concealed damage or loss. Cancella will coordinate a replacement or refund and manage the carrier claim for you.

Returns & Refunds

Q: What is your return policy?

  • Change of mind: Returns accepted within 30 days if items are sealed, unopened, and in original packaging.
  • Opened non-defective items: Not eligible for return.
  • Defective or DOA: Notify us within 30 days of delivery for a replacement or refund.

Q: Do I need an RMA?
Yes. Contact support@cancella.ca with your order number to receive an RMA and the authorized return instructions.

Q: Who pays return shipping?

  • Defective or incorrect items: Cancella covers return shipping or may authorize disposal with photo proof.
  • Change of mind: Customer pays return shipping.

Q: How long until I get my refund?
Refunds are processed back to your original payment method within 3–10 business days of inspection and approval.

Warranty

Q: How long is the warranty?
Most products carry a 1–2 year manufacturer’s warranty depending on brand.

Q: Who handles warranty claims?
In most cases, warranty claims are handled directly by the manufacturer via their website. Cancella will help direct you to the right process.

Other

Q: Do you accept returns on earbuds or screen protectors?
For hygiene and product integrity reasons, in-ear headphones, screen protectors (once opened), cleaning fluids/kits, digital goods, and gift cards are final sale.