My order hasn't arrived — what should I do?

Start by checking your tracking link, which was included in your shipping confirmation email. You can also track your order any time at biosteel.ca/apps/parcelpanel.

If tracking shows your order is still in transit, allow the estimated delivery window to pass before contacting us. Carriers occasionally experience delays that don't update in real time.

If tracking shows in transit but it's been several days with no movement, reach out to the carrier directly using your tracking number — they'll have the most up-to-date information on your shipment.

If tracking shows delivered but you haven't received it, check around your property, with neighbours, and at any parcel lockers or building front desks. If it's still not there, file a claim at biosteel.com/pages/order-claims. Claims must be submitted within 14 days of the delivery date.