Politique d’expédition

Shipping & Delivery Summary

We know it’s boring to read this stuff and we know you’re excited to receive your treats! In order to help things go smoothly, here’s a quick overview of how your order makes its way from our shop to your door. The full policy follows if you're interested.

• We move quickly. Most orders ship the same or next business day (excluding holidays). Orders placed after 12:00 PM MST on Fridays may ship the following Tuesday.
• Transit times are usually 1–4 business days after shipment. Remote, rural, or fly in/out communities communities may take significantly longer. This is out of our control.
• Free shipping is available on standard candy orders over $75 within Canada. Orders shipping to the NWT and other remote regions qualify for free shipping over $100. Includes up to two beverages. Looking for mostly soda? Email us and we’ll help find the most affordable shipping option.
• Heavy or oversized orders (such as multiple beverages or large chip bags) may require a small shipping adjustment.
• Temperature matters. We take every reasonable step to protect your treats during shipping, but Canada's weather can be unpredictable. Temperature-sensitive products may melt, soften, freeze, or change in texture during transit.
• Once your order ships, the courier is responsible for handling and delivery. If any issues arise during transit, we'll gladly help where we can, but refunds or replacements for courier delays, "Safe Drop" theft, or courier mishandling are subject to the courier's investigation and policies.
• Shipping fees are non-refundable once an order ships.
• If delivery security or weather exposure is a concern, you may request a Hold at Depot before shipment.
• Please double-check your address at checkout. Tracking marked as Delivered (including GPS or delivery photos) is considered final proof of delivery.
• If we make a mistake with your order, please contact us within 48 hours with clear photos of the box, shipping label, contents exactly how you received them and we’ll review it promptly.

By placing an order, you agree to our Shipping & Delivery Policy, Refund Policy, and Terms of Service.

SHIPPING & DELIVERY FULL POLICY

Last Updated: July 2026

Welcome to The Sour Moose! We’re a small, woman-owned Canadian business dedicated to bringing you rare and fun treats from around the world. In order to help your order arrive safely and to keep shipping costs fair for everyone, we’ve outlined our shipping process below.

Please read this policy carefully before placing your order.

1. ORDER PROCESSING & TRACKING

Fast Fulfillment
We move fast. Most orders ship the same or next business day, excluding holidays. Orders placed after 12:00 PM (MST) on Fridays may ship the following Tuesday.

Transit Times
Most parcels arrive within 1–4 business days after shipment. Transit times to remote, northern, and fly-in communities may be significantly longer than standard delivery estimates and, in some cases, may exceed 30 days due to weather, flight schedules, transportation logistics, and Canada Post routing.

Express Shipping
Choosing Express Shipping reduces courier transit time only and does not shorten internal processing time.

Tracking Updates
A tracking number is automatically sent once your order is packed. Please check your spam or promotions folder if you don’t see it.

2. SHIPPING RATES & WEIGHT CONSIDERATIONS

We work hard to keep shipping rates as low as possible and often absorb a portion of courier costs to help keep pricing fair.

Free Shipping

Enjoy free shipping on standard candy orders over $75 within Canada, or over $100 to the NWT and remote regions. To help us continue offering this service, free shipping includes a maximum of two beverages per qualifying order.

As a small shop, this helps us manage the high shipping costs and specialized packaging required for heavy liquid items.

Looking for mostly soda? Email us and we’ll help find the most affordable shipping option for your order.

Heavy or Oversized Orders
Beverages are heavy and fragile, and chips require larger boxes to prevent crushing during transit. Orders containing more than two beverages, multiple large chip bags, or exceeding approximately 7 lbs may require a shipping adjustment. If this applies, we will contact you by email or telephone before shipping to review additional shipping options or costs. Please ensure your contact information is accurate. If we are unable to reach you within 48 hours of our initial contact attempt, the order may be cancelled and refunded at our discretion.

Remote Communities & Territories

Shipments to remote, northern, fly-in communities, and the Territories typically ship via Canada Post Flat Rate Boxes (5 kg / 11 lb limit). We reserve the right to choose the safest and most appropriate shipping method for your location. If an order exceeds box size or weight limits, we will contact you before shipping to review additional shipping options or costs. If we are unable to reach you within 48 hours of our initial contact attempt, the order may be cancelled and refunded at our discretion.

Transit times to remote, northern, and fly-in communities may be significantly longer than standard delivery estimates and, in some cases, may exceed 30 days due to weather, flight schedules, transportation logistics, and Canada Post routing. By placing an order to a remote or fly-in community, you acknowledge and accept that delivery delays may occur due to weather, flight schedules, transportation logistics, local postal operations, and other factors beyond our control. Delivery estimates provided at checkout or by Canada Post are estimates only and are not guaranteed.

If your tracking has not updated for more than 14 days, please contact us and we will gladly open a service ticket with Canada Post on your behalf. Once a parcel has been accepted by the carrier, all investigations into delayed, missing, or damaged shipments are handled by Canada Post. They have access to information that is not available to us and are responsible for determining the outcome of any investigation or claim.

We are unable to issue refunds or replacements while a parcel is still showing in transit, regardless of the destination or the length of the delay. We must follow the carrier's investigation process before any refund, replacement, or claim can be considered. Customers may also contact Canada Post directly at 1-866-607-6301 for updates regarding their shipment.

Rate Adjustments
Shipping rates shown at checkout are estimates based on order weight and destination. If actual courier costs are significantly higher, we will contact you to settle the difference before shipping. All shipping fees are non-refundable.

3. WEATHER, FRESHNESS & PROTECTIVE PACKAGING

Canada’s climate can be tough on candy, and we do our best to protect your treats during transit.

Temperature Sensitivity
Chocolate and some gummies may melt in warm temperatures, while gummies or candies may freeze and become brittle in cold conditions. Temperature exposure during transit may affect the appearance, texture, or structure of the product.

To help protect your order, we strongly recommend purchasing cold packs for temperature-sensitive items and selecting expedited shipping, particularly for orders shipping outside of Alberta or during warmer months. Temperature-related changes such as melting, softening, sticking, breaking, hardening, leaking, bursting or deformation are considered normal transit risks and are not eligible for refunds or replacements.

Foamy & Gelatin-Free Candy
Certain foamy, gelatin-free candies (including products such as BUBS) are more sensitive to temperature fluctuations than traditional gummies. During colder months, exposure to freezing transit conditions may cause these candies to become firm, brittle, or break. In warmer or humid conditions, the sour sugar coating may absorb moisture during transit, causing the candy to appear to sweat, feel damp, soften, or stick together. This occurs due to humidity, condensation, and temperature fluctuations during shipping and is considered a normal transit condition for candy with a citric acid or sour sugar coating.

Allowing the candy to rest sealed at room temperature for 24–48 hours may help restore softness; however, structural breakage or changes in texture may remain. Weather-related firmness, moisture, or breakage is not eligible for refunds or replacements. Do not open frozen candy until it has returned to room temperature, as condensation may affect texture

To help minimize temperature exposure during transit, we strongly recommend selecting expedited shipping year-round. During warmer months, adding cold packs is recommended for temperature-sensitive items, particularly for orders travelling longer distances or outside Alberta.

Liquids & Pressure
Sodas, pickles, and other liquid products may occasionally leak or burst due to pressure or temperature changes during shipping. Couriers do not accept claims for these types of incidents. As a result, items affected by leakage or bursting during transit are not eligible for refunds, replacements, or exchanges.

Helpful Tip
If chocolate or candy arrives melted, allowing it to firm up in the fridge or freezer can help restore texture. If candy arrives cold or frozen, letting it gradually return to room temperature for 24–48 hours before opening may help improve texture.

Mandatory Protection
During warm weather, cold packs may be required for temperature-sensitive items. If cold packs are not added at checkout, we reserve the right to add them and temporarily hold the order until the small fee is paid.

If cold packs are pre-purchased and ultimately not required, the unused charge will be refunded prior to shipment.

Product Inspection
All products are inspected prior to shipment to ensure they are within their best before date and meet our quality standards. We do not knowingly ship stale or significantly damaged products. Products are assessed through daily visual inspection, texture checks, and product sampling to help ensure freshness and quality.

Some international candies, particularly Swedish and Scandinavian varieties, are intentionally produced with a firmer or chewier texture than many North American candies. This is part of the traditional manufacturing style and does not indicate that the product is stale. Texture, coating, and firmness may vary between batches or manufacturers and may also be affected by seasonal temperature changes during shipping.

We recommend consuming candy within approximately ninety (90) days of purchase for the best texture and flavour. Products are packaged appropriately for shipment to help protect quality during transit. For best results, candy should be stored in a cool, dark place. Improper storage after delivery may affect texture or quality.

If a product arrives from the manufacturer with minor breakage or cosmetic imperfections but remains suitable for consumption, we may contact the customer before shipping to discuss available options.

Final Sale Reminder
All food and beverage items are final sale. We cannot refund or replace items affected by weather, temperature exposure, or courier handling during transit.

4. COURIER RESPONSIBILITY & DELIVERY STANDARDS

Once your parcel leaves our facility and is accepted by the courier, the courier assumes responsibility for handling and delivery.

Courier-Related Issues
Once your order ships, the courier is responsible for handling and delivery. If any issues arise during transit, we'll gladly help where we can, but refunds or replacements for courier delays, "Safe Drop" theft, or courier mishandling are subject to the courier's investigation and policies.

Proof of Delivery
Tracking marked as Delivered, including delivery photos or GPS confirmation, constitutes final proof of delivery.

Hold at Depot Option
If delivery security or weather exposure is a concern, we are happy to request that your parcel be held at the courier’s depot for pickup. Please let us know before shipment so we can apply this option.

Shipping Insurance
Additional shipping insurance may be available at the courier’s rate. Please contact us before shipping if you would like more information.

Damaged Deliveries
If your parcel arrives with visible damage, please take clear photos of all sides of the box and its contents immediately and retain all packaging. Photos must be submitted within 48 hours of delivery.

Courier Claims
Compensation for shipping damage must be pursued through the courier. We are happy to assist with documentation, but do not issue direct refunds for courier-related damage. Courier investigations can take several weeks or longer.

Delayed Shipments & Refunds

We understand that shipping delays can be frustrating. However, we are unable to issue refunds or replacements for orders that are still showing in transit with the shipping carrier, regardless of the destination or the length of the delay.

Before a refund or replacement can be considered, the courier's investigation process must be completed. We are required to follow the carrier's procedures for delayed, missing, or damaged shipments, and cannot bypass these requirements.

If your shipment is delayed, we will gladly assist by opening a service ticket or claim with the courier when eligible. Once the carrier has completed its investigation and officially determines that a parcel has been lost or approves a claim, we will work with you on the appropriate next steps in accordance with our policies and the carrier's determination.

5. ACCURACY, RETURNS & CUSTOMER SUPPORT

Address Accuracy
Please double-check your shipping details at checkout. We cannot cover losses caused by incorrect or incomplete addresses. Once an order ships, address changes must be handled directly with the courier.

Contact Information

Customers must provide a valid and accurate email address and phone number at checkout. Occasionally we may need to contact you regarding your order, including but not limited to shipping adjustments, address clarification, product availability, or payment-related issues.

We may attempt contact by email or phone only. The Sour Moose does not send SMS or text messages regarding order status or shipping updates.

If we are unable to successfully reach the customer within 48 hours of our first contact attempt, the order may be cancelled and refunded at our discretion to prevent shipping delays or fulfillment issues.

Missing or Incorrect Items
If something is missing or incorrect, please contact us within 48 hours of delivery with clear photos of all items received and the packing slip. Resolutions are handled at our discretion.

Returned or Refused Parcels
Parcels returned due to incorrect addresses or being unclaimed may incur reshipping fees. Refused parcels (unless due to transit damage) may be refunded at our discretion, minus original shipping, return shipping, and a restocking fee of up to 40%. Perishable items returned in unsellable condition cannot be refunded.

Force Majeure
We are not responsible for delays or delivery failures caused by events beyond our reasonable control, including natural disasters, courier disruptions, or civil disturbances.

NEED HELP?

We’re always happy to assist.
📧 info@sourmoose.ca
📞 (780) 662-0551