Shipping Policy
Shipping Canada & USA
US SHIPPING PAUSED UNTIL FURTHER NOTICE (2026.02.11)
All parcels are sent with a tracking via standard Canada Post or UPS tracked.
North America (CAN/US)
- FREE standard delivery on orders over $99
- Standard flat rate of $15
Processing time
Once an order is placed, it may take up to 1-5 business days to be fully processed & you will receive a notification (email or SMS) once your order has been shipped.
Shipping time
Please note that once your order leaves our studio, we cannot be held responsible for any unforeseen delays.
CANADA
- Standard shipping (tracked) 3-9 business days
USA
- Standard shipping (tracked) 4-19 business days
Shipping Issue & Insurance Policy
We ship all orders with insured tracking for your peace of mind. In the rare event that a package is;
- Lost in the mail
- Marked as delivered but not received
- Arrives damaged
The courier requires the recipient to file the insurance claim directly. This is mandatory, as the courier must verify the loss or damage with the person who received (or did not receive) the parcel.
Once the claim is submitted, we will provide any supporting documentation needed on our end.
Lost/Marked as Delivered but Not Received
If your order is marked as delivered but you did not receive it, please file a claim with the courier using your tracking number. The courier will contact you to confirm delivery details and complete their investigation.
It is the customer’s responsibility to ensure the accuracy and safety of the shipping address provided. We will not be held liable for incorrectly entered shipping information or packages left, stolen, or missing from an unreliable or unsafe shipping address.
Damaged Items
If your order arrives damaged, please take clear photos and file a damage claim with the courier. They will request proof directly from you to process the insurance reimbursement.
Refunds
Refunds or replacements are issued after the courier approves the insured claim.
This ensures that both you and our small business are protected, as we are only able to refund once the courier reimburses us for the insured shipment.
We’re here to support you throughout the process and will help with any documents required from our side.
Returned to Sender
Customers are responsible for providing a complete and accurate shipping address. Orders returned to sender due to incorrect, incomplete, or undeliverable addresses are not eligible for free reshipment or a full refund. Customers must contact us to arrange a refund or reshipment for any order returned to sender.
If you choose a refund:
Original shipping fees are non-refundable. Return shipping fees are assumed to be equal to or higher than the original shipping cost and will be deducted from the item refund using the original shipping amount as the standard charge. If these fees exceed the item value, no refund will be issued.
If you choose reshipment:
Reshipment is not automatic. The customer must pay both the return-to-sender fees and the cost of a new shipping label before the order is sent again.
Important: If a returned-to-sender package includes an option to refuse or not pay the return fees, Studio Akiyo will choose this option. In this case, the parcel will be disposed of by the courier and no refund will be issued, as the carrier fees cannot be recovered.
