There are a few items missing from my order, what's going on?

First of all, don't worry, we haven't forgotten anything, your order is on its way! If you have only received part of your order or if you are waiting for one of our free products, we will give you some information here that might explain what is happening.

I only received part of my order

Since we work directly with manufacturers and their distributors, your order may be shipped in separate packages.

For example:

If you ordered similar products, such as two different camping stoves, they will most likely arrive in the same package. However, if you chose a tent and a stove, you may receive your order in two separate packages. As you can see, the best tent manufacturer isn't necessarily the best stove manufacturer!

Is the delivery time for my order within the normal range?

To help you check if your order's delivery time is within the average range, here are our different delivery times:

Products shipped via UPS:

  • Canada and the rest of the world: 5 to 12 days

Regular products:

  • Canada and the rest of the world: 1 to 4 weeks

Free products plus shipping costs :

  • Canada and the rest of the world: 4 to 9 weeks
You can also check your invoice for more precise information regarding your delivery time and to see if your order has full tracking.

    My order is past the deadline, what's happening?

    We know it's important to offer you a reasonable delivery time and we work every day to improve it. However, some factors beyond our control could explain why your order is delayed. Here are a few:

    • The starting point of your order
    • Customs processing and inspection time
    • A delay in the delivery of your local post

    Unfortunately, the factors listed above, such as customs inspection and processing by local postal services, are beyond our control. Sometimes these factors can cause delivery delays beyond the average timeframe, and please know that, like you, we are very frustrated by this.

    Delivery of knives, hatchets and saws :

    IMPORTANT

    For these products, please be aware that they are considered "sensitive" by the postal service and may therefore require additional inspection. Delivery times may be affected and could exceed 9 weeks . Normally, if ordered products are refused and returned to the supplier due to a failed customs inspection, we are notified and a replacement shipment is sent. We will then provide you with a new tracking number.

    We hope this answers your questions. If you require any further information regarding your order, please do not hesitate to contact us at info@koksoak.com .