Delivery Policy
Last updated: June 6, 2026
Overview
The North Pole Company provides Christmas gift basket delivery across Canada during the Christmas season. Delivery availability is confirmed at checkout based on the recipient’s address, selected product, order timing, seasonal capacity, and available service options.
The North Pole Company operates NorthPoleCompany.ca as a seasonal Christmas gift basket website. We prepare and coordinate orders based on recipient address, product eligibility, delivery requirements, seasonal inventory, routing, and applicable delivery rules.
Available delivery options and estimated delivery information are shown during checkout before an order is completed.
Order Processing
Orders begin processing shortly after payment is confirmed. Customers requesting an address correction, recipient update, order change, gift-message correction, or cancellation should contact customer service as early as possible.
Once preparation, fulfillment, shipping, courier handling, or delivery coordination has begun, changes or cancellations may no longer be possible.
During the Christmas season, order volume, seasonal inventory, and delivery capacity may affect whether changes can be accepted after an order is placed.
Delivery Timing
The North Pole Company provides Canada-wide Christmas gift basket delivery during the Christmas season. Same-day delivery is available in the Greater Toronto Area and Greater Vancouver Area for eligible Christmas gift baskets.
Same-day orders for the Greater Toronto Area must be placed by 11am ET. Same-day orders for the Greater Vancouver Area must be placed by 11am PT.
Same-day delivery availability depends on the recipient’s address, selected product, order timing, seasonal inventory, local delivery capacity, and checkout confirmation.
Delivery dates, delivery windows, shipping times, transit times, and same-day availability shown at checkout are estimates and are not guaranteed delivery times unless expressly stated otherwise in writing by The North Pole Company.
Exact delivery timing may vary due to routing, traffic, weather, recipient availability, building access, security procedures, carrier or courier performance, seasonal order volume, and operational capacity.
Residential deliveries typically occur by end of day. Business, office, institutional, and managed-property deliveries typically occur during standard business hours where possible.
Delivery Completion
Deliveries do not require a signature unless otherwise stated or required due to product type, delivery location, alcohol content, age verification, building procedures, courier requirements, or applicable delivery rules.
Orders may be left in a safe location or delivered to a recipient, building representative, concierge, reception desk, security desk, front desk, mailroom, loading area, delivery room, or other building-approved receiving point where appropriate.
Once proof of delivery has been obtained, or the order has been accepted by the recipient, building representative, reception desk, mailroom, concierge, security desk, front desk, or other authorized receiving location, the order may be considered delivered.
Office, Building, and Managed Property Deliveries
Deliveries to offices, institutions, apartments, condominiums, hotels, hospitals, schools, senior residences, gated communities, and managed properties may be completed through reception, mailroom, concierge, security, front desk, loading area, delivery room, or another building-approved receiving point.
Customers are responsible for providing complete delivery details, including company name, department, suite or unit number, recipient phone number, building instructions, buzzer code, access details, and any other information needed for delivery.
We are not responsible for delays, loss, damage, mishandling, or failure to notify the recipient after an order has been accepted by a building representative, front desk, concierge, mailroom, security desk, or other managed-property receiving point.
Incorrect or Incomplete Address Information
Customers are responsible for providing a complete and accurate delivery address at the time an order is placed.
- Address changes must be requested promptly after ordering and before preparation, fulfillment, shipping, or delivery coordination begins.
- Orders with incorrect or incomplete address information may be delayed, misdelivered, returned, or undeliverable.
- Refunds, replacements, credits, or re-delivery may not be issued for orders affected by address errors, missing suite or unit numbers, incorrect recipient information, missing phone numbers, restricted access, or incomplete delivery instructions.
- Additional fees may apply if re-delivery, re-shipping, remaking, or replacement is available.
Service Area Review
Delivery availability is reviewed during checkout based on the recipient’s address and available service options. Some addresses may require additional review or coordination before fulfillment proceeds.
If an address requires additional delivery coordination or fees, customer service may contact the purchaser before fulfillment continues. If delivery cannot be completed to the address provided, the order may be modified, delayed, cancelled, or treated as undeliverable depending on the circumstances.
Undeliverable Orders
Orders may be considered undeliverable when delivery cannot be completed due to incorrect or incomplete address information, recipient unavailability, refused delivery, restricted access, failed age verification where applicable, unsafe conditions, or circumstances outside our reasonable control.
- Refunds may not be issued for undeliverable orders caused by customer or recipient circumstances.
- Re-delivery or re-shipping may incur additional fees where available.
- Perishable items may need to be remade and cannot always be recovered, reused, or resold.
- Incorrect or incomplete address information remains the customer’s responsibility.
- Orders containing alcohol or regulated products may be subject to additional delivery restrictions or age-verification requirements.
Perishable and Time-Sensitive Products
Some Christmas gift baskets may include perishable, seasonal, temperature-sensitive, or time-sensitive components. These items are selected and prepared with delivery timing, product condition, and seasonal presentation in mind.
Customers are responsible for ensuring that the delivery address, recipient information, and delivery timing are suitable for receiving the order.
If a perishable component is unavailable or not suitable for delivery conditions, it may be replaced with an appropriate alternative at our discretion to protect quality, presentation, value, and successful delivery.
Substitutions
Because holiday inventory is seasonal and high-demand, substitutions may be made when necessary. In all cases, we ensure the overall holiday theme, value, and presentation are maintained, using our judgment to deliver a complete and thoughtfully prepared Christmas gift.
Substitutions may involve food items, beverages, packaging, containers, seasonal goods, branded products, alcohol where permitted, decorative elements, or other components. Due to product availability, delivery timing, and Christmas-season order volume, customers may not always be contacted in advance regarding substitutions.
Substitutions made in accordance with this policy are not considered defects when the overall holiday theme, value, and presentation are maintained.
Alcohol and Regulated Products
Some Christmas gift baskets or add-ons may include alcohol or other regulated products where permitted by applicable law. Delivery of alcohol or regulated products is subject to applicable federal, provincial, territorial, local, or other laws depending on the delivery destination.
Age verification, adult signature, recipient availability, proof of age, and additional delivery requirements may apply where required.
By placing an order containing alcohol, the purchaser represents that the purchaser and recipient are of legal drinking age in the applicable jurisdiction and that the order complies with applicable law.
Failed delivery due to age verification, recipient unavailability, refusal, restricted access, local delivery requirements, or legal restrictions may not be eligible for refund, replacement, credit, re-delivery, or re-shipping.
Recipient Availability
Customers are responsible for ensuring that the recipient can receive the order at the delivery address provided. This is especially important for business addresses, managed properties, same-day deliveries, orders containing perishable items, and orders containing alcohol or regulated products.
If the recipient is unavailable, delivery may be completed according to courier procedures, building procedures, delivery-partner requirements, or other reasonable delivery practices. Where delivery cannot be completed, the order may be treated as undeliverable.
External Factors
Delivery schedules may be affected by circumstances beyond our reasonable control, including weather conditions, storms, traffic, road closures, carrier disruptions, courier delays, labour disruptions, public emergencies, holidays, seasonal delivery volume, building access restrictions, security procedures, technology interruptions, or transportation network issues.
We are not responsible for refunds, replacements, credits, delays, failed delivery attempts, or non-delivery caused by circumstances outside our reasonable control.
Order Tracking
Customers may use the order tracking widget on this website to review available order-status and delivery information. Tracking information may depend on the delivery method, courier, fulfillment status, and seasonal delivery capacity.
Tracking updates are provided for convenience and may not reflect every preparation, fulfillment, courier, or delivery step in real time.
Questions or Support
For answers to common delivery questions, please refer to the FAQ, Delivery Areas, and Same-Day Delivery pages on this website.
For order-specific assistance, customer service is available through the Contact Us page, the support widget, the order tracking widget where applicable, or by phone at 800-718-1981.