Politique d’expédition

Shipping Policy

Thank you for choosing Sillé. Here's everything you need to know about how and when your order reaches you. If you have a question we haven't answered, email us at support@trysille.com.

Where we ship

We currently ship to Canada and the United States. We're not able to ship outside these two countries at this time.

All orders ship from Québec, Canada.

Order processing

Orders are processed within 1–3 business days (Monday to Friday, excluding holidays). Orders placed on a weekend or holiday begin processing the next business day.

You'll receive a confirmation email when you order, and a second email with tracking once your order ships. If you don't see them, check your spam folder before contacting us.

During launches, promotions, and peak periods, processing may take a little longer. We'll always do our best to keep you posted.

Delivery times

Delivery estimates are in addition to processing time and begin once your order leaves our facility:

  • Within Canada: 2–8 business days
  • To the United States: 6–12 business days, plus any time held in customs (see below)

These are estimates from our carriers, not guarantees. We're not responsible for carrier delays, weather, customs processing, or other events outside our control. Once we hand your order to the carrier, it's in their hands. If something looks wrong with your tracking, contact us and we'll help chase it down.

Shipping rates

Free shipping on all orders over $75 USD. For orders under $75 USD, a shipping rate is calculated and shown at checkout before you pay. You'll always see the exact cost before completing your order.

Please note: for US orders, free shipping covers delivery only. It does not include import duties or taxes, which may be charged separately by US customs (see below).

Sillé Safeguard (shipping protection)

At checkout you'll see the optional Sillé Safeguard added to your cart for a small flat fee. It's optional. You can remove it before paying.

When you keep Safeguard, we've got your back if your order is lost in transit, stolen after delivery, or damaged on the way to you: contact us with the details and we'll send a free replacement or issue a refund, fast and without the runaround.

Either way, Safeguard or not, if your order arrives damaged or defective, we'll make it right under our Refund Policy. Safeguard simply adds faster, no-questions resolution and covers situations standard shipping doesn't, like a package marked delivered that never reached your door.

United States orders: customs, duties, and taxes

Please read this if you're ordering from the US.

As of 2025, low-value shipments entering the United States are no longer exempt from import duties and taxes. This means your order may be assessed duties, taxes, and customs or carrier processing fees by US authorities, regardless of order value.

Unless your order total at checkout explicitly states that duties and taxes are included ("delivered duty paid"), these charges are not included in the product price or shipping cost shown at checkout, and are the responsibility of the recipient. They're collected by the carrier or customs, typically before or at delivery.

We declare all shipments accurately and honestly as required by law. If a package is refused or returned to us because import charges weren't paid, we'll refund the product cost minus any shipping and customs fees we incur.

If you're unsure what you may owe, check with US Customs and Border Protection before ordering, or reach out to us at support@trysille.com and we'll help where we can.

Wrong or incomplete addresses

Please double-check your shipping address at checkout. We're not responsible for orders sent to an address entered incorrectly. If an order is returned to us due to an undeliverable or incorrect address, we'll reship it once you cover the reshipping cost, or refund the product cost (less original shipping).

If you spot a mistake right after ordering, email support@trysille.com immediately. If we haven't shipped yet, we'll do our best to fix it.

Lost, stolen, or damaged orders

  • Damaged or defective on arrival: contact us within 30 days of delivery with a photo and we'll make it right. See our Refund Policy.
  • Lost in transit or stolen after delivery: if you have Sillé Safeguard, we'll replace or refund it. If you don't, contact us anyway. We'll help you open a carrier claim and do what we can to resolve it.

Questions

We're here to help. Email us anytime at support@trysille.com.