Shipping policy

Shipping Policy

This Shipping Policy explains shipping, studio pickup, and local delivery options for orders placed through Sara Prisma’s Shopify store.

Fulfillment Location

Orders are fulfilled from Ottawa, Ontario, Canada.

Order Processing Time

  • Orders are typically prepared within 1–5 business days (Monday to Friday, excluding holidays).

  • Processing time does not include shipping / transit time.

  • If your order is time-sensitive, email us before ordering and we’ll confirm what’s possible.

Shipping (Custom Shipping Rates)

Because items may vary significantly in size, weight, and packaging requirements (especially artwork), shipping rates are provided as a custom quote.

How custom shipping works

  • Before you place your order, we confirm the best shipping option and cost for your specific items and destination.

  • Shipping costs may vary based on packaging needs, dimensions, insurance requirements, destination, and carrier availability. Duties and import fees are the responsibility of the receiver. If duties are declined, item becomes ineligible for refund.

To arrange a shipping quote
Email saraprisma.connect@gmail.com and include:

  • Your full shipping address (including postal code)

  • The item(s) you’re ordering (or a screenshot / cart summary)

Important

  • Shipping fees are not included in product prices unless clearly stated on the product page.

  • If we cannot ship to your location or shipping is not feasible for the item, we will contact you to arrange an alternative (pickup / local delivery if eligible) or discuss order options.

Studio Pickup (Free)

Free pickup is available at the Hintonburg studio:

Sara Prisma – Studio Pickup
50 Bayswater Avenue
Hintonburg, Ottawa, ON K1Y 2E9
Canada

Pickup details

  • Pickup is by appointment only to ensure your order is ready and securely packaged.

  • You will receive pickup coordination instructions after ordering, or you can email us to schedule.

Local Delivery (National Capital Region) — Free Over $125

We offer free local delivery for orders over $125.

Eligibility

  • Order total must be $125+ before taxes, after discounts, in a single order.

  • Delivery area is Ottawa / Gatineau (generally within Greater Ottawa Areas). If your address is outside the service area, we will contact you with options.

Timing

  • Local delivery is typically completed within 1–5 business days after your order is ready.

Orders under $125

Estimated Transit Times (After Shipment)

Transit times vary by destination and carrier. Typical ranges (after your order has been processed and shipped):

  • Ottawa / Ontario: ~2–6 business days

  • Rest of Canada: ~3–10 business days

  • International: available by request (custom quote; timing varies and may be affected by customs)

Carrier delays can occur due to weather, holiday volumes, or operational disruptions.

Tracking

If tracking is available for your shipment, tracking details will be provided once the order has shipped. Some shipping methods may not include tracking.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address.

If a shipment is returned due to an incorrect or incomplete address:

  • Additional shipping costs may apply to resend the order, or

  • If a resend is not possible, a refund may be issued minus any shipping/handling costs already incurred (where applicable).

If you need to update your address, contact us immediately. Address changes are not guaranteed once an order has shipped.

Duties, Taxes, and Customs (International Orders)

For international shipments (when available by request):

  • Duties, taxes, and customs/handling fees are not included unless explicitly stated.

  • Any customs charges are the customer’s responsibility and may be collected upon delivery.

Damaged, Missing, or Lost Packages

If your order arrives damaged or something is missing, contact us within 48 hours of delivery at saraprisma.connect@gmail.com and include:

  • Your order number

  • Photos of the item

  • Photos of the packaging (including any damage)

  • A brief description of the issue

If a package is marked “delivered” but cannot be located:

  • Check the delivery area, lobby/mailroom, and with neighbors/building management.

  • Then contact us and we will assist with next steps where possible.

Contact

For shipping quotes, pickup scheduling, and delivery questions:
saraprisma.connect@gmail.com

Sara Prisma – Studio Pickup
50 Bayswater Avenue
Hintonburg, Ottawa, ON K1Y 2E9
Canada

Last updated: January 22, 2026