Shipping FAQ

When will I receive my order confirmation?

Once you have submitted an order online, you should receive an order confirmation email within minutes. If you have not received this, please contact us at info@thesleepshirt.com with your full name and the items you ordered. Shipping notifications are sent by email so we must have the correct email on file. Please note we cannot be responsible for any returns due to errors in entering your email address.

Can I change or cancel my order?

Orders are automatically sent to our warehouse to be processed immediately; therefore, we are unable to change an order once it has been placed. However, please let us know if there is an error with your shipping address, as we may be able to intercept an order before it ships. Please note we cannot guarantee that this will be possible.

When will I get my tracking number?

Your tracking number will be sent to you by email once your order has been shipped. Please note it can sometimes take up to 24 hours for the tracking number to show updates.

Why does my tracking number not show any updates?

It can sometimes take up to 24 hours for your tracking number to show any updates online. If there have not been any updates for 72 hours, please contact us and we will investigate your order’s shipment status. Please do not contact us until 72 hours have passed without any tracking update as we are unable to investigate your shipment until that time. The exception to this is for orders shipped using our Express service.

Can you change my address?

If your order has been placed in the last 12 hours and you have not received a tracking number, we may be able to change your address. Please email us at info@thesleepshirt.com and we will attempt to make this change, but please note that we cannot guarantee this will be possible. If you have received a tracking number, your package is already in transit and the courier will not allow us to change your delivery address.

Will my package require a signature?

Some of our packages are sent with an “adult signature” requirement. Due to COVID-19, delivery drivers do not currently require a physical signature; however, they do require the presence of an adult to accept the package or acknowledge its delivery. This will be done from a safe distance.

Can you remove the signature requirement?

Unfortunately, we cannot remove the signature requirement of a package once it has been shipped. This is due to restrictions from the couriers.

How long will shipping take?

Orders containing full-priced (i.e. not discounted) products normally take 2-7 business days to be processed and delivered within North America, 4-10 business days to Europe, and 5-15 business days to the rest of the world. Please note that during sale and busy times of year, shipping times may be longer. Due to COVID-19, couriers are no longer guaranteeing shipping times and as a result, we are experiencing some delays. We are not responsible for delays due to customs. Express orders ship within 1 business day and are shipped using a 2 day service.

My order is delayed. Can you help me?

Orders containing full-priced (i.e. not discounted) products normally take 2-7 business days to be processed and delivered within North America, 4-10 business days to Europe, and 5-15 business days to the rest of the world. Please note that during sale and busy times of year, shipping times may be longer. We are not responsible for delays due to customs. If your item is not discounted and the above time frame has passed and your order has not arrived, please contact us at info@thesleepshirt.com and we will investigate the issue. Unfortunately, we cannot investigate your shipment until the shipping time has passed.

My order was damaged. What should I do?

In the unlikely event that an item was damaged during shipping, please contact us at info@thesleepshirt.com to arrange for a replacement item. There is no shipping charge for damaged or replacement orders.

What courier companies do you use?

All packages are sent by FedEx, UPS, DHL, Canpar, or Canada Post and are tracked and insured. Couriers will only attempt one delivery; after that, your package will be available for pick up at an access point.

What happens if I gave you the wrong address?

If there is an error with your shipping address, please contact us as soon as possible as we may be able to resolve the issue and intercept your order before it ships. If your package has already been shipped and you have received a tracking number, we are unable to change your address.

If the courier fails to deliver your order due to an incorrect address, they will return it to us. If this is the case, you will be responsible for the return shipping charges, the shipping charges to redeliver the package to you, as well as a $25 processing fee. If you choose not to have the package redelivered, you will be liable for a $25 restocking fee in addition to the return shipping charges. Please note that return shipping costs are set by the courier and charged at standard rates.

What happens if I won’t be home to receive my package?

If you are unable to receive your package, the courier will attempt a redelivery or give you the option to pick up the package from a pick up point. The delivery driver may leave a notice card at your address, or redelivery information may be included on the tracking link you were sent when your package was shipped. Please track your order to ensure you don’t miss any important notifications about delivery.

Most couriers will not leave packages unattended outside a home unless this is requested prior to the package being shipped. If you miss a package and do not contact the courier or postal company to organise redelivery, do not collect the package from the designated pick up point, or the address you provide is incorrect, the item may be returned to us. In this case, you will be responsible for the return shipping charges, the shipping charges to redeliver the package to you, as well as a $25 processing fee. If you choose not to have the package redelivered, you will be liable for a $25 restocking fee in addition to the return shipping charges. Please note that return shipping costs are set by the courier and charged at standard rates.

Will the courier try to redeliver my package?

Most couriers will only guarantee one delivery attempt, though some will make a second attempt. Please note that we are unable to request a second delivery attempt. If you wish, you can contact the courier’s local office directly in order to request a second delivery attempt.

If you miss your delivery, your package will be available for pick up at an access point. The delivery driver may leave a notice card at your address, or redelivery information may be included on the tracking link you were sent when your package was shipped. Please track your order to ensure you don’t miss any important notifications about delivery.

What happens if I can’t collect my package from the designated pick up point?

If you miss a package and do not contact the courier or postal company to organise redelivery, do not collect the package from the designated pick up point, or the address you provide is incorrect, the item may be returned to us. In this case, you will be responsible for the return shipping charges, the shipping charges to redeliver the package to you, as well as a $25 processing fee. If you choose not to have the package redelivered, you will be liable for a $25 restocking fee in addition to the return shipping charges. Please note that return shipping costs are typically charged at standard rates.

Updated April 2021.