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.
Knotty Boy ships from Canada. All orders shipped to addresses outside of Canada, including those shipped via UPS Express service, are subject to customs delays. The shipping time estimate you are quoted refers to transit time only, and does not include any time your package is held while clearing customs. Most orders arrive within the quoted time and without delay, but it can occur, and unfortunately this is out of our control. Please take this into consideration when choosing your shipping options, and thanks for your patience!
Knotty Boy ships worldwide! Please be advised that all orders shipped to addresses outside of Canada are subject to possible 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 find one near you.
Q. How do you ship?
We are proud to offer shipping through either UPS or Canada Post (delivered by USPS in the United States). Please note that UPS does not ship to PO boxes or APO (US Military) addresses.
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 to your cart, then 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?
Possibly! Check out the full details on this here
Q. Why won't my credit card work?
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 accept Visa, MasterCard, Discover, Diners Club, JCB, Union Pay, 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 out there, usability varies and some may not be approved for online purchases. Please contact the card provider and explain 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
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 import taxes and / or duties. These vary from country to country, and we have no say in the matter. Many countries allow a "de minimis" amount for personal use to be imported free of duties and taxes, and this amount varies from country to country. If you're concerned about these charges, check with your friendly neighbourhood Customs or Excise authorties.
A great way to avoid these fees is to buy from a local retailer. Check our Find A Store page, and call ahead - not all retailers carry all products. Some of these fine retailers even sell locally online making the shipping costs less expensive, avoiding importation costs altogether.
Q. What if I haven't received my order?
Hopefully it's just still on its way! But Mondays happen...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. If all looks good and still no joy...
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 us.
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.
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 via PCI compliant servers.
- Knotty Boy Staff carefully review 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.