FAQ
Where are you located?
Delightful Yard is a proudly Canadian-owned small business company, our sales office is located in the Durham Region in the Greater Toronto Area, Ontario.
The only Canopia by Palram warehouse in Canada is located in Mississauga, ON.
Shelterlogic warehouses in Canada are located in Calgary, AB and Longueuil, QC.
Gazebo Penguin warehouse in Canada is located in Montreal, QC.
Why haven’t you shipped my order yet?
We are authorized dealers for ShelterLogic and Palram products, we take care of sales and communicate with our suppliers on a daily basis. All products ship directly from our supplier's warehouses, and we do not manage their operations. All stock and shipping information is provided by them and we update you with the most up-to-date information. They also work with other retailers and ultimately it’s up to the warehouse to schedule the shipping time.
Why does the tracking number not provide any information yet?
When we provide a tracking number to you, it means the package is ready to be shipped and a shipping label has been created. However, the tracking information will NOT be updated in the Couriers/Freight Company's system UNTIL they pick up the package.
All pick-ups are automatically scheduled with the Couriers/Freight Company, there may be some delay from the time when the shipping label is created to the time when the package is picked up. Please wait patiently and the tracking information will be updated soon.
When will my order arrive?
ShelterLogic items that are in stock usually ship within 3-5 business days out of their Longueuil or Calgary warehouse, delivery time varies depending on location.
Gazebo Penguin items that are in stock usually ship within 3-5 business days out of their Montreal warehouse, delivery time varies depending on location.
Canopia by Palram items that are in stock usually ship within 5-10 business days out of their Mississauga warehouse, delivery time varies depending on location.
Why do I get only one package (out of 2 or 3) delivered ?
It is not uncommon for Couriers (e.g. Canpar, Purolator, FedEx or UPS) to split multiple packages into multiple deliveries. Please read your tracking information carefully and you will see different tracking number for each package sometimes. Please also note the multiple deliveries could happen within the same day or different days.
Why is my credit card charged/not charged?
Delightful Yard online store is established on the Shopify platform. When you place an order online, Shopify will automatically pre-authorize your credit card for 7 days, in which time frame we must capture the payment or else the order will be considered canceled. We want to give our customers the longest grace period possible, so we usually charge your credit card on the 7th day, unless order is processed and shipped immediately before the 7th day.
I see my credit card has been charged, does that mean my order is shipped?
Not necessarily, your credit card will be charged on the 7th day from the order date at the latest to ensure priority in the shipping queue, but the current shipping time is 3-15 days depending on the item.
I want to cancel my order and buy from somewhere else.
We understand your frustration with the long wait time and are always here to help with all your needs, including cancellations. But note that all the items we carry are from a single distributor in Canada, that is to say, that there is only one warehouse in the entire country responsible for shipping out all ShelterLogic or Palram products in Canada. Please understand that you will lose your priority in the shipping queue and wait much longer when you cancel and reorder from another store.