SHIPPING AND ORDERING
Have a specific question about shipping? Visit our searchable Answers page.
To calculate shipping rates, add items to your Cart and begin the check out process (you are not obligated to buy). Rates will display automatically based on the weight and destination of your package.
- Please allow 2 business days (not including weekends/holidays) for your order to leave our warehouse, including orders shipped via UPS 1 Business Day service.
- Because we are in Canada, all orders outside of Canada, including those shipped via UPS 1 Business Day service, are subject to customs delays. The shipping time estimate you are quoted refers to transit time only, and does not include time that your package is held while clearing customs. Most orders arrive within the quoted time and there are no delays, but occasionally delays occur. Unfortunately, these are out of our control. Please take this into consideration when choosing your shipping options, and thanks for your patience!
Holiday Shipping Deadlines
UPS Standard - December 11
UPS Express - December 19
Xpresspost - December 13
Air Parcel - December 4
Xpresspost - December 16
Expedited - December 9
Xpresspost - December 6
Air Parcel - November 27
Knotty Boy ships worldwide! Please allow 2 business days for your order to be processed, and be advised that all orders outside of Canada are subject to customs delays.
FREQUENTLY ASKED QUESTIONS
Q. Where do you ship?
Nearly anywhere in the world! Happily, we have a long list of stores around the world that also carry the Knotty Boy line. Click here to see if one is near you. If not, well, what are you waiting for? Get your favorite local shop to start carrying Knotty Boy and we'll send you $50 worth of free products. Or become a Knotty Boy reseller yourself! Get the details right here.
Q. How do you ship?
We are proud to offer shipping through either UPS or Canada Post (delivered by USPS in the United States).
Q. How much does shipping cost?
Shipping costs are automatically calculated for your order based on the size, weight, destination and shipping method you select during the checkout process. Generally the faster the shipping time the more it will cost.
Shipping charges are non-refundable for all orders. Orders returned to us due to address errors will be subject to reshipping charges.
To calcuate shipping rates, add the products you would like to purchase to your cart and fill out your address information in the checkout. You will not be obligated to enter your credit card details before you see the shipping rates.
Q. How long does shipping take?
Shipping times vary depending on destination and are automatically calculated for your order during checkout.
All orders ship from our warehouse within 2 business days. Please note these days are not included in the estimated shipping times during checkout.
Q. Can I get it couriered overnight?
Knotty Boy cannot ship overnight since we are in Canada and all orders shipped outside of Canada are subject to customs delays. We do offer UPS 1 Business Day service for some destinations, but please be advised that even this shipping method is subject to customs delays which are out of our control, and we require 2 business days to ship your order from our warehouse.
Q. Why does my credit card get a 'transaction not approved' message?
Don't worry, this usually does not mean there is anything wrong with your credit card. The most common reasons a transaction is not approved are:
We do not accept the card type. We only accept Visa, MasterCard and PayPal.*
Your card has been blocked to protect against fraud by your credit card provider based on your spending habits. This is most common for our customers outside of Canada who do not normally make purchases outside of their home base. The unusual activity is automatically blocked for your protection. To check or unblock your card, please contact your credit card company and explain the purchase you are trying to make.
It is a prepaid credit/debit gift card. Due to the many prepaid card providers there are, their usability is widely varied and some are not accepted for online purchases. Please contact the gift card provider (using the number on the back of the card) and explain to them the purchase you are trying to make. Also, some gift cards do not cover the full total of a purchase even if they were prepaid with that exact amount. Don't worry, we are not trying to overcharge you - there may just be a fee associated with using the card, so please contact the card provider to figure out how much you should have on your card to cover the purchase.
*To pay with a different credit card, please use PayPal to complete your purchase (you do not need to have a PayPal account).
Q. Can I track my order?
You can track your order by visiting our Tracking Page. Tracking information is also automatically emailed to you once the order has been shipped from our warehouse. The only exception is Small Packets Air shipping, which is non-trackable.
Package Tracking: http://www.canadapost.ca
Telephone (within Canada): 1 (888) 550-6333
Telephone (outside Canada): 1 (416) 979-8822
Package Tracking: http://www.ups.ca
Telephone: 1 (800) 742-5877
Please note, orders shipped via Canada Post may show a status of "delivered" before you actually receive your shipment. This status provided by Canada Post may indicate your shipment arrived at the local postal office for delivery. Please allow an extra 2-3 days for your package to arrive at your door.
Q: Why am I suddenly being charged extra at the post office when I pick up my Knotty Boy order?
You are being asked to pay the truly nasty import taxes and duties. It is no different than when we buy something from any another country, ship it into our country and have to pay all import taxes and duties before they will give us the parcel. Don't borders suck?
If you would like to avoid these extra charges, the best thing to do is to buy from a local retailer if there is one close by (be a local yokel for sure!). Find A Store near you by searching within your country. Some of these retailers even sell locally online making the shipping costs less expensive, and you would avoid the duties and customs fees, too. Good luck!
Q. What if I haven't received my order?
Hopefully it's just still on its way! Here is some information that can help you determine what happened to your order:
Check over your order confirmation email to make sure the shipping address is correct. Determine the expected delivery date by counting the maximum amount of business days your shipping method takes from the day your order was shipped out. If it's past that date, here's what you can do:
UPS: Check the tracking number issued for your order. If your tracking number has not updated in several days or if it shows the order as delivered, but you didn't receive it, contact our Customer Service and we'll start an investigation with UPS.
Canada Post/USPS: This shipping method typically takes 6-12 business days but can take up to 20 days. Delays can happen for a number of reasons like bad weather, holidays, local post office congestion or customs procedures. If you still don't have your order after 20 days, first check with your local post to see if they're holding your order and if they do not have it, please contact Customer Service.
Q. What is Knotty Boy's return policy?
Please, please, please read our Knotty Boy Returns Policy here! Knotty Boy is very limited in terms of what we can refund due to our products being designed for body use and Health Canada's guidelines for returning body products. So read that stuff careful-like before you go ordering impulsively, thanks!
Q. Where can I buy Knotty Boy other than online?
Knotty Boy Dread products are carried by stores and salons all over the world! However, very few of our store locations carry our Knotty Boy apparel and accessories, so if you want tams, t-shirts, etc, you will need to order from this website. Click here to find a retailer near you!
We here at Knotty Boy want every customer to be nappy and happy! So when you order something from Knotty Boy, your personal information will never be shared or sold for any reason. It's safe with us. Orders are processed and shipped Monday to Friday without fail and within 48 business hours of you placing your order (meaning, that doesn't include weekends!), unless, of course, something drastic happens. If you've sent us a working email address, as soon as your order has been placed online you will be sent a confirmation email, and another one once we have shipped the product out to you. They will include any other info you'll need like how to contact us if your package is a no-show, etc.
Since our beginning in 1998, we have processed literally hundreds of thousands of online transactions and have never had a single credit card number stolen or hacked out of our system. We make your security #1. We offer many different options for ordering, and always protect your information with the highest security and privacy. We thank you for your trust in us, and in turn we maintain the highest level of professionalism for you, our Knotty customer!
Ordering is just the beginning. You can always reach us 24-7 with questions, queries and comments here.
Safe Shopping Guarantee
- Our Checkout Process is 100% secure Your order information is encrypted and transmitted over secure (SSL) server technology.
- Knotty Boy Staff carefully reviews each order personally. We do this to ensure that your order will get to you as quickly as possible without errors. If we see something is not clear, we will contact you right away.
- We take fraud very seriously. We take extra steps to carefully validate all credit card information. You can rest assured in the knowledge that we are protecting you from unauthorized charges.
- Protection from identity theft. Only the Knotty Boy Staff responsible for processing your order will see your personal information.
- Communication guaranteed. Knotty Boy responds to order-related questions in two business days or less. We take pride in our high level of customer service.