Frequently Asked Questions
Frequently Asked Questions
Shipping and delivery
Where will you send an order? Anywhere in Canada except Quebec, so every other province and territory. We cannot ship to Quebec, and we do not ship to the United States or other countries.
What does delivery cost? Nothing. Standard shipping is free on every order, with no minimum spend, and it is the only service we run — there is no paid express option to choose at checkout.
How quickly will it arrive? Orders are prepared within 0-1 business days and standard delivery then takes 2-3 business days.
How do I follow my parcel? A tracking number is emailed to you when the parcel is handed to the carrier. Enter it on our Track Your Order page and it will open the carrier's own tracking screen.
Paying
Which payment methods work here? We accept Shop Pay, Visa, Mastercard, American Express, Discover, Diners Club, Elo, JCB, and UnionPay.
Are my card details safe? Yes. Checkout is SSL-encrypted and PCI-DSS compliant, handled by Shopify Payments, and your full card number is never stored on our servers.
Returns and refunds
When can I send something back? If it has a manufacturing defect, arrived damaged in transit, or is not the item you ordered. Contact us within 30 days of delivery, or within 72 hours if the damage happened in transit, sending photographs of the item, the outer box, the shipping label and the packaging inside it. We do not accept returns for a change of mind or a personal preference.
How do I start a return? Email support@arrivelux.com with your order number and a short description of the problem. We review requests within 1-2 business days and send return instructions if yours is approved; the return postage on an approved return is paid by us.
When does the money come back? Refunds go to the original payment method within 3-7 business days of the returned item being received and inspected. Your bank may take a little longer to show it on a statement.
The products
Is everything new? Yes. Every item sold by Arrivelux is brand new and in its original packaging. We do not offer gift wrapping.
How do I clean an insulated flask or tumbler? Warm soapy water and a long-handled bottle brush, then air dry with the lid off so the seal stays fresh. Only use a dishwasher when the product page says the item is dishwasher safe.
Will a packing cube fit my suitcase? Compare the measurements on the listing with the inside of your case rather than its outside dimensions, which include the wheels and the handle housing.
Do the hooks and racks need drilling? The suction and adhesive pieces mount on smooth, dry tile or glass without tools. Where screws or fasteners are supplied, the listing says so in the specifications.
Getting hold of us
How do I reach a person? Email support@arrivelux.com or call +1 (417) 491-4099 during Monday-Saturday, 9:00 AM - 6:00 PM CT. We answer within 1-2 business days.