Frequently asked questions
Shipping, returns and payment — answered plainly. If your question is not here, email us and we will add it.
Section one
Shipping & delivery
How much does shipping cost?
Shipping is free on every order — no minimum and no hidden fees. Every order ships tracked, and nothing is added at checkout.
How long will my order take to arrive?
Orders are processed within 2–3 business days (Monday to Friday), and delivery typically takes 6–12 business days in total depending on your address — tracked all the way. The order cutoff is 6:00 PM Atlantic Time.
The estimated delivery window for your order is shown at checkout before you pay.
Will I be able to track my order?
Yes — every order is tracked. You will get an email with a tracking link as soon as your order ships. You can also follow it from our track your order page using your order number and email address.
Where do you ship to?
We ship across Canada — all provinces and territories. Deliveries to remote and northern communities can take a little longer. We can't deliver to PO boxes.
My order has not arrived. What now?
If tracking has not updated for three business days, email info@lifttheearth.com with your order number. We will chase the carrier ourselves rather than asking you to do it. If the package is genuinely lost we will reship or refund — your choice.
Section two
Returns & refunds
How long do I have to return something?
30 days from the day your order is delivered. The item needs to be unused, with its tags, in the original packaging — and keep your receipt or proof of purchase.
How do I start a return?
Email info@lifttheearth.com with your order number and which item you are sending back. You do not need to explain why. If your return is accepted, we send you a return shipping label and instructions. Please wait for that before shipping — returns sent without requesting first are not accepted.
Who pays for return shipping?
We do. Once your return is accepted, we email you a return shipping label — whether the item is damaged, defective, or you have simply changed your mind. There is no restocking fee.
When will I get my refund?
Within 10 business days of your return being approved, refunded in CAD to the payment method you originally used — never to a different account. Your bank or card issuer may take a few days more to show it. If more than 15 business days have passed since approval, email us.
What if it arrives damaged?
Please inspect your order when it arrives. If your lamp is damaged, defective or not what you ordered, email info@lifttheearth.com immediately with a photo of the item and the packaging — and please don't use, repair or take apart a visibly damaged lamp. We will send a replacement or refund you in full.
Decor is fragile and carriers are carriers. This happens occasionally and it is our problem, not yours.
Section three
Payment & security
Which payment methods do you accept?
Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, Shop Pay and PayPal. The full list available to you is shown at checkout.
Is paying on this site secure?
Yes. Payments are handled by Shopify's PCI DSS compliant checkout over an encrypted connection. We never see or store your full card number.
When am I charged?
At the moment you place the order. If we cannot fulfill something you have paid for, we refund it in full straight away rather than holding your money against a restock.
Will I be charged sales tax?
Canadian sales taxes (GST/HST/PST/QST) are calculated at checkout based on your province. The total shown before you pay is the final amount — if any import duties or customs fees apply, we cover them, so you never pay anything on delivery.
Still stuck?
If the answer you need is not on this page, send us the question. We reply to every email, and anything asked more than twice ends up here.