Order Placement and Processing
At this time, we can only take orders from and ship within Canada. Orders will begin processing the business day after they are placed. Processing can vary from 2-5 days depending on order volume. Processing time can increase to 5-10 business days (especially with personalization orders), during sales, and around the holiday season. Once processing is complete, the Order will ship from our distribution warehouse (Milton, ON). If your item is personalized, it typically takes 3-4 days for that service, extending the overall processing time of your Order.
NOTE: Please be aware that our products are shipped in boxes that have our company logo printed on the outside. If purchasing as a gift, you may want to consider shipping to another address (friend, neighbor, or relative) to keep the secret. If this is not an option, please make note of the gift in the ‘Order Notes’ section during checkout. We will do our best to help and cover up the logos on the box’s exterior.
Forms of Payment
We accept Visa and Mastercard. Payment in full is due at time of purchase. Order will not begin processing, and therefore will not be shipped, until payment is received in full.
Shipping Times and Expected Delivery
Please allow 1-2 weeks for delivery – This can fluctuate slightly during the busy holiday season. (Note: Business days are Monday through Friday, excluding holidays.)
Canadian Expedited Shipping (through Canada Post) is used for most retail online orders. This method typically takes 3-7 business days to arrive at your doorstep. It provides tracking and is normally on-time guaranteed. Please see Canada Post’s website for service delay updates. Large duffel bags may require shipping through an alternate shipper like Canpar, Fedex or Loomis. You will be sent a shipping confirmation email and tracking information once your package has left our distribution warehouse.
We do not accept responsibility for lost or stolen shipments after they are in the carrier’s hands.
Accessories, garment bags, tutu bags and replacement parts ship for a flat rate of $20 shipping (plus applicable taxes) across Canada. Dream Duffels (all varieties and sizes) cost $45 shipping (plus applicable taxes) within Ontario, and $65 shipping (plus applicable taxes) anywhere else in Canada (outside of Ontario). Keep in mind, you can fill a duffel bag with a lot of accessories but your shipping cost will not increase beyond the duffel shipping price! When you enter your postal code in your cart/checkout, shipping is calculated at that point.
All returns require a Return Authorization Number. Returns must occur within 45 days of original order date and you must call 1-877-850-0999 or email us at [email protected] to initiate a return. All returns must be in original condition and saleable and are subject to inspection before acceptance. All duffel bag returns will incur a $25.00 restocking fee. Personalized items are FINAL SALE. Personalized items and items without tags are not resalable and therefore are not returnable. Used, misused or washed items are not resalable. We do not refund original shipping charges or pay for return shipping charges. Purchases made through our retailers must be returned to the retailer and all returns will require proof of purchase with original receipt.
Dream Duffel Warranty
Dream Duffel Canada (Northern Pointe Distribution Ltd.) is the Canadian Distributor of Dream Duffel, LLC products within Canada. All warranty claims are subject to the following Dream Duffel, LLC warranty policy.
Dream Duffel, LLC products are tested to ensure they meet stringent standards. If a problem occurs with a Dream Duffel, LLC product caused by a manufacturing defect in material or workmanship, we will, within our discretion, replace the product, repair the product or provide replacement parts in accordance with the warranty terms and conditions stated herein. The warranty applies only to the first purchaser or gift recipient of the product for a period of 12 months beginning on the date of purchase. Effective January 1, 2018*, all Dream Duffels sold (including Black, Silver Edition, Limited Edition, The Recital, and Carry-Ons) carry an additional 24-month hardware** warranty (36 months total) for manufacturing defects. If your product was purchased through one of our distributors or one of our retailers, a copy of your receipt and photos will be required to begin a warranty claim.
This warranty covers only manufacturing defects and does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or transport damage (i.e. airline travel). Electronic photos may be required to begin the process for replacement and repair inquiries. If replacements are needed for an item purchased from one of our retailers, a receipt will be required for proof of purchase. Substitutions in size or style will not be made, unless the warranted product is no longer available.
After the warranty period, replacement parts for some products are available for purchase through our website. Repair “how to” videos are available on our website for your reference.
*Purchases made prior to January 1, 2018 maintain the 12-month manufacturer’s warranty. Only purchases made on or after January 1, 2018 qualify for the extended hardware warranty.
**Dream Duffel extended warranty hardware includes: trolley handles, trolley assemblies, telescoping racks, wheel sets, screws, top end pieces, top button assemblies, top bars, top bar holders, buckles, bun feet, center supports wraps.
We will not honor sale pricing once a sale has been completed. Online sales will occur periodically and are valid on purchases made during the specified sale period. Please check our website for current promotions and coupon codes. Follow us on social to stay informed of upcoming sales and promotions. We cannot offer price guarantees or rain checks on out-of-stock merchandise. Exclusions to this policy are contained in individual sale announcements. Flash sales and holiday sales (for example, Black Friday, Cyber Monday, etc.) are subject to individual sale policies and may be excluded from this sale policy.
Changes to Terms & Conditions
Dream Duffel Canada (Northern Pointe Distribution Ltd.) has the discretion to update its policies at any time. Users are encouraged to frequently check this page to stay informed of changes. By using this Site, Users acknowledge and agree that it is a personal responsibility to review these Terms & Conditions periodically and become aware of modifications.