SHIPPING AND DELIVERY

How we fulfil your order

At Harper & Logan, orders are fulfilled directly through our trusted international logistic hubs and partners to be delivered directly to your door. This decentralized fulfillment model allows us to offer a highly curated global fashion selection at competitive prices, complete with complimentary tracked delivery across Canada.

Processing Time

Orders are processed and prepared for shipment within 1–3 business days. Once your package has been dispatched from our central facility, you will receive an automated confirmation email containing your personal tracking details.

Delivery Time

The average delivery time is 10–20 business days, depending on your specific location. During peak regional holiday periods, severe weather conditions, or local customs clearance processes, shipping may take slightly longer. We sincerely appreciate your patience and are committed to keeping you informed every step of the way.

Tracking

Every single shipment includes comprehensive Track & Trace. You will receive your direct tracking link via email as soon as your order leaves our partner facility.

Shipping Costs

We are pleased to offer free standard shipping on all orders delivered within Canada. Shipping rates for other international destinations, if applicable, are calculated and clearly displayed at checkout.

Customs & Import Duties

Depending on your destination, local customs duties, import tariffs, or regional taxes may apply upon entry. These charges, if levied by local governments, are the sole responsibility of the customer. Harper & Logan has no control over these regional fees.

Order Cancellations

Because we aim to dispatch orders as rapidly as possible, cancellations can only be requested within 24 hours of placing your order. To request a cancellation, please contact us immediately at info@harper-logan.com with the subject line: CANCEL – [Your Order Number].

Once the 24-hour window has passed, your order will have entered our automated fulfillment pipeline and can no longer be halted. In this event, our standard Return Policy will apply once the package is delivered to your address.

Responsibility During Shipping

  • Once transit tracking officially confirms a package has been successfully delivered to the provided address, ownership and responsibility transfer to the customer.
  • Please carefully verify your shipping address at checkout. Any address corrections must be submitted to us within 24 hours of purchase.
  • Customers who purchase our optional Order Protection at checkout may be eligible to file a expedited claim for transit issues. See our full terms below.

Questions?

Contact us anytime via info@harper-logan.com — our support team is available Monday–Friday, 9:00 AM – 6:00 PM (PST) and Saturday–Sunday, 10:00 AM – 5:00 PM (PST).

Order Protection

At Harper & Logan, we want every purchase to arrive safely. That's why we offer our optional Order Protection program at checkout — a premium service designed to cover your package against transit loss or physical damage during shipping.

What is covered

Order Protection covers the following specific scenarios when valid evidence is submitted:

  • Packages officially declared lost by the shipping carrier, or showing no tracking movement after the estimated delivery window has fully elapsed.
  • Packages delivered in a visibly damaged physical state that has directly impacted the condition of the items inside.

What is not covered

Order Protection does not cover:

  • Packages successfully scanned as "delivered" by the carrier, unless a formal carrier investigation report proves non-delivery.
  • Standard delivery delays caused by customs backlog, severe weather anomalies, national holidays, or global carrier capacity constraints.
  • Inaccurate, incomplete, or invalid delivery addresses submitted at checkout.
  • Shipments refused by the recipient at the time of delivery.
  • Loss, theft, or damage occurring post-delivery.
  • Claims filed more than 14 days after the estimated delivery date indicated on your tracking page.
  • Orders where Order Protection was opted-out or not successfully purchased at checkout.
  • Multiple claims submitted by the same customer within any single 6-month period.

How to File a Claim

To submit an Order Protection claim, please email us at info@harper-logan.com with the subject line: CLAIM – [Your Order Number]

To process your claim, your email must include:

  1. Your original order number.
  2. A clear, objective description of the delivery issue.
  3. Photographic or screenshot evidence attached directly to the email.
  4. Your official carrier inquiry reference number (if applicable).

Please note that all claims must be filed within 14 days of the estimated delivery date. Claims received outside of this timeframe are ineligible for review.

Evidence Requirements

We require objective documentation to process and validate all claims.

Non-Delivery Claims

  • A screenshot of your official tracking page showing the current inactive transit status.
  • A valid carrier loss investigation reference number (see instructions below).

Damage Claims

  • Clear, high-resolution photos of the damaged item(s).
  • A clear photo of the original shipping package (showing the label and outer box/mailer as received).
  • Both photos must be submitted together. We are unable to approve damage claims without photos of the original outer packaging.

To open a formal Canada Post inquiry, please contact Canada Post Customer Care directly at 1-866-607-6301. Provide them with your tracking number, request a formal trace investigation, and ensure you include the provided inquiry reference number in your claim email to us.

Claim Review Process

All claims undergo manual verification by our support desk. Upon submission, you will receive an acknowledgment within 1–2 business days. Our structured review includes:

  1. Verifying the claim was initiated within the strict 14-day eligibility window.
  2. Evaluating all submitted documentation and evidence.
  3. Cross-referencing transit carrier data.
  4. Assessing the claim against our strict coverage parameters.

We reserve the right to request additional clarifying documentation. If requested, you will have 5 business days to reply. Failure to respond within this timeframe will result in the automatic closure of your claim. Most claims are fully resolved within 3–7 business days once all required documents are received.

Claim Outcomes

Approved claims will be resolved through one of the following methods, at our sole discretion:

  • A digital store credit issued directly to your account.
  • A complimentary reshipment of the original item(s), subject to stock availability.

Please note that cash refunds are not issued under the Order Protection program. The Order Protection service fee itself is non-refundable once the order has been processed and dispatched from our facilities.

Claim Denials

If a claim does not align with our coverage terms, we will provide a detailed explanation via email. Common reasons for denial include:

  • Submitting the claim outside of the 14-day window.
  • Providing insufficient, blurred, or missing photographic evidence.
  • A carrier status of "delivered" without a supporting official carrier investigation report.
  • An incorrect or incomplete address entered at checkout.
  • An existing claim on record within the prior 6-month period.

If you have obtained new, supporting documentation after a denial, you may submit a one-time appeal within 5 business days of the denial notice.

Important Notes

Order Protection is an independent, discretionary service program provided by Harper & Logan. It does not constitute an insurance product or policy. All claims are subject to manual validation and approval based on the terms established herein.

By adding Order Protection to your purchase at checkout, you acknowledge that you have read, understood, and agreed to these program terms.

Harper & Logan reserves the right to modify these terms at any time. The terms active at the exact time of your purchase will apply to your order.

Questions About Your Claim?

Feel free to reach out to our dedicated helpdesk at info@harper-logan.com — we aim to respond to all inquiries within 1–2 business days.

Corporate & Contact Information

This Shipping Policy and Order Protection program is managed and operated by DGTL-ASPECT, the legal owner of Harper & Logan.

Store Name: Harper & Logan
Legal Entity: DGTL-ASPECT
Chamber of Commerce (KvK): 75668416 (Registered in The Netherlands)
VAT ID Number: NL002331229B15
Corporate Address: Charlotte van Pallandthof 49, 1628 ZH, Hoorn, The Netherlands
Customer Service Email: info@harper-logan.com
Customer Service Phone: +1 (778) 200-3465
Business Hours: Monday – Friday: 09:00 AM – 06:00 PM (PST)
Saturday – Sunday: 10:00 AM – 05:00 PM (PST)