Shipping & Returns
Shipping Policy
- All orders are processed within 1 to 2 business days after receiving your order confirmation email.
- Depending on the product(s) purchased, it takes 2-5 business days to fulfill an order.
- You will receive an email notification when your order has shipped.
Borealis Music fulfills & ships orders using multiple partners and delivery carriers. Based on the shipping option chosen at checkout, a tracking number and carrier will be assigned to your order prior to being shipped out. Delivery timelines are determined at the carrier level and will be accessible to you via your tracking number.
Inventory & Fulfillment
Some product is stocked by Borealis Music (i.e. CDs, vinyl, limited run t-shirts, etc.) and will be shipped separately from product fulfilled by our partners. Product fulfilled by Borealis Music ships from Canada.
Products that are fulfilled by partners will ship from other locations, typically the closest fulfillment centre to the shipping address you enter during checkout. This is done to ensure quick shipping times and to try and avoid import duties.
In some cases, products from the same order may be fulfilled in different facilities, which means they’ll be shipped separately.
The majority of products are fulfilled by our partners with warehouses across the globe, including:
- Toronto, Canada
- Los Angeles, California, USA
- Charlotte, North Carolina, USA
- Dallas, Texas, USA
- Tijuana, Mexico
- Birmingham, England, UK
- Riga, Latvia
- Barcelona, Spain
- Rio de Janeiro, Brazil
- Melbourne, Australia
- Brisbane, Australia
- Kashima, Japan
- Amakusa, Japan
Duties & Taxes
With warehouses located across the world, duties & taxes should not be a concern when making an order. However, in some instances where product is being shipped internationally from Canada, your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Borealis Music is not responsible for these charges if they are applied and are your responsibility as the customer.
Do you ship worldwide?
We don't ship to some countries because of legal restrictions or shipping carrier limitations.
The list of restricted countries may change, but for now, we don't ship to the following destinations:
- Crimea, Luhansk, and Donetsk regions in Ukraine
- Russia
- Belarus
- Ecuador
- Cuba
- Iran
- Syria
- North Korea
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 20 days of receiving your shipping confirmation email, please contact us at sales@officialborealis.com with your name and order number, and we will look into it for you.
Refunds, returns, and exchanges
Our goal is to ensure that you are totally satisfied with your shopping experience.
We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.
To initiate a refund, return, or exchange, email us at sales@officialborealis.com with your name, order number, and reason for returning.
In the event that your order arrives damaged, misprinted, or defective in any way, please email us as soon as possible at sales@officialborealis.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
Any damaged/misprinted/defective items must be submitted to us within 30 days after the product is received.
For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
