Brands
Products
Shipping Rates
Expedited Shipping
Orders under $90.00 = $9.00
Orders over $90.00 = FREE SHIPPING
West Canada (5-7 business days), East Canada (3-4 business days), Central Canada (1-3 business days)
Xpress Shipping
Orders under $90 (Ontario & Quebec) = $12
Orders over $90 (Ontario & Quebec) = $5
• Central Canada approximately 1-2 business days
Orders under $90 (East & West) = $22
Orders over $90 (East & West) = $12
• West & East Canada approximately 2-3 business days
* Shipping times are estimates only and not guaranteed.
* Express shipping is not available in the Territories.
Shipping Details
• All orders over $350 will be shipped with extra insurance and will require a signature. If you work outside the home we suggest having it shipped to your work address.
• All parcels are typically sent within 24 hours of receiving your order (weekdays only).
• Tracking information is automatically sent to your email once the shipping label is made (please check your junk mail if you don't receive it; you can also always access your tracking info by logging into your Lilou account).
• We currently use both Canada Post and Sendle (ICS).
• Please double‑check your shipping address. Parcels returned due to address errors will be refunded minus a $12 processing fee.
Winter Shipping Guidelines
(November - March)
If your order contains a cold sensitive item (all toners, all water-based cleansers), then your order will either:
- Be shipped with 'Do Not Safedrop' - meaning if you aren't home to accept it, it will be brought to your local post office for pickup.
- Be shipped directly to your local post office for pickup (you will receive a notice on your door letting you know it's available for pickup).
Which of these methods is chosen is our decision and based on many variables (including location & the weather). For a more in-depth explanation about the nuances of winter shipping please visit this article. Please know that our primary concern is always to ensure your products arrive intact and not burst due to the cold. Also note that the cold does not negatively impact the quality of our products at all; the only concern with the cold is that liquids in glass bottles will burst/break.
Proof of Delivery
All shippers may leave a parcel at your front door. Once the parcel has been deemed Delivered, it's the customers responsibility to ensure it's not lost or stolen. If you don't feel that your location is safe for drop offs you can either:
• Make a note when ordering to have it shipped directly to your local post office for pick up.
• Have it shipped to your work location.
• With Canada Post you can log into your account with them to see a photo of the parcel left at your front door.
• With Sendle (ICS courrier), you'll be able to see the photo right on the tracking page.
Lost Parcel Guidelines
If a parcel says it was delivered but you have not received it, we need to open a ticket with the shipper. Please note that orders will not be replaced/reshipped unless the shipper deems it lost. It typically takes up to a couple weeks for the shippers to finish their investigations.
We strongly encourage you to have your orders sent to an address where you typically are during the day. If you work outside of the home, consider having your orders shipped to your work. If you know that parcels go missing when left outdoors in your area, then ask us to send it to your local post office for pick up (or use the Canada Post Flex Delivery option).
Can’t Find Your Package? Try These:
- Check the proof of delivery photos.
- Look around - the vast majority of the time the parcel is somewhere nearby. Look at side doors, in mailboxes, check with neighbours.
- Leave a note for your mail carrier to ask if they remember where they put it (this surprisingly works often).
If these steps don’t surface the parcel, we’ll open a ticket with the shipper and follow up with next steps as soon as we hear back from their investigation.