Customer Service | HUSH Canada

At HUSH Canada, we strive to make every customer’s experience an excellent one. This page contains answers to frequently asked customer service questions about order placement, payment, shipping, and returns.

Want to talk to a customer service representative right now? Click here to jump to the Contact Customer Service section of this page, or start a live chat using the chat icon on this page (live chat is available 7 days a week from 9:00 am to 5:00 pm MST).

Shipping And Delivery

HUSH Canada’s shipping policy is simple: always discreet, fast, and guaranteed!

Shipping Is Always Discreet

All orders placed with HUSH Canada ship in plain brown boxes or unmarked manila envelopes. The sender’s name on the shipping label is “HC Online”. With Canada Post, Flex Delivery options allow your parcel to be delivered to your door, community mailbox, or to any post office you choose.

Shipping Is Always Fast & Guaranteed

Orders are processed, packaged, and ready to ship within 24 hours. Parcel pickup from our state-of-the-art fulfillment center in Edmonton, Alberta occurs daily, Monday through Friday at 5pm MST.

Orders Shipping Via Canada Post Expedited Service™ Feature:

A tracking number with the ability to trace your shipment online from start to finish
Canada Post Expedited™ delivery confirmation
Free-of-charge insurance in the event a shipment is damaged, lost, or stolen
Delivery within 1-7 business days

Canada Post Expedited Parcel™ Guaranteed** Delivery Times Are As Follows:

Local: 1 day (Edmonton to Edmonton)
Regional: 1-3 days (Edmonton to Calgary/Vancouver/Regina/Winnipeg)
National: 2-7 days (Edmonton to Toronto/Montreal/Ottawa/St. Johns/Halifax)

** excludes Saturdays, Sundays, and statutory holidays.

Shipping Is Free

Orders over $49 ship FREE!*

Orders with a value below $49 are subject to a flat rate shipping of only $7.95*+ tax. All orders ship via Canada Post Expedited Service™ and offer the outstanding delivery services listed above.

Need Your Order Even Faster?

By selecting Canada Post Xpresspost™, you are guaranteed** delivery anywhere in Canada within two business days! Xpresspost shipping for orders over $49 is only $12.95* + taxes, and only $19.95* + taxes for orders below $49.

Orders Shipping Via Canada Post Xpresspost Service™ Feature:

A tracking number with the ability to trace your shipment online from start to finish
Canada Post Xpresspost™ delivery confirmation
Free of charge insurance in the event a shipment is damaged, lost, or stolen
Delivery within 1-2 business days

Canada Post Xpresspost™ Guaranteed** Delivery Times Are As Follows:

Local: next day (Edmonton to Edmonton)
Regional: next day (Edmonton to Calgary/Vancouver/Regina/Winnipeg)
National: 2 days (Edmonton to Toronto/Montreal/Ottawa/St. Johns/Halifax)

** excludes Saturdays, Sundays and statutory holidays.

Please Note:

*Shipping offers apply to order total before taxes and after all discounts have been applied. Extremely heavy packages and/or remote shipping destinations may not be eligible for Expedited Parcel™, Xpresspost™, or FREE shipping offers.

**Delivery times are guaranteed by Canada Post™. In the event a delivery is not made within the guaranteed delivery time, shipping charges will be refunded.

Privacy & Security

To ensure your privacy, please note that all orders ship in plain brown boxes with the return address/sender listed as HC Online Fulfillment Center. In addition, the charge on your credit card statement will be listed as HC Online.

We collect information such as name and email address only if you expressly provide it to us, such as by signing up for our email newsletter. We may also collect anonymous data about usage of our site that can be used to improve your shopping experience. This kind of data will never be tied to your name or email address, or any other identifying characteristic. We will never share or sell your data, period.

For full details on the kinds of data we collect and how we handle it, click here to read our official Privacy Policy.

Returns & Replacements

HUSH Canada is committed to customer satisfaction, and return and exchange requests are dealt with on an individual basis, but opened items are not eligible for return or exchange due to Canadian law, hygienic standards, and the intimate nature of certain products.

For all eligible product returns, there is a return shipping fee of $7.95 which will be deducted from the refund or exchange. The customer may choose to ship the item(s) back at their own expense and HUSH Canada will not charge the return shipping fee. In the case of defective products or items shipped in error, HUSH Canada will provide free return postage.

All lingerie and undergarments, lubes, lotions, toy cleaners, bath and body products, adult toys, and novelty items are final sale.

Prior to processing and shipping your order, HUSH Canada will inspect each item for quality assurance, including battery operated products. Once inspected, for your protection, all original manufacturer’s packaging is re-sealed with a security sticker to prevent tampering.

Please read all included manufacturer user manuals to ensure proper use, cleaning, and storage. If a product becomes defective with use, the issue(s) must be brought to the attention of the manufacturer. Any manufacturer warranty claims must be submitted directly to the manufacturer, unless otherwise noted on your final receipt.

If you have any questions or concerns about the product(s) you have received, please do not hesitate to contact us toll-free at 1.855.321.HUSH or via email at sales@hushcanada.com. A HUSH Canada Customer Service Representative is always available to answer any inquiries!

Damaged Shipments

In order for HUSH Canada to accept a return for damages caused during shipping, a customer service representative must first be contacted for approval. Please see “How To Return Damaged Shipments.” Please note that if any security sticker(s) have been cut, poked, ripped, or removed, the item is not eligible to be returned.

HUSH is not responsible for defects or damage caused by customer error. If a product becomes defective with use, any issue(s) must be brought to the attention of the manufacturer. Any manufacturer warranty claims must be submitted directly to the manufacturer, unless otherwise noted on your final receipt.

How To Return Damaged Shipments:

Carefully read the Returns & Replacements Policy to ensure the item(s) you would like to return are eligible.
Contact us at 1.855.321.HUSH or sales@hushcanada.com for a RMA Number (return merchandise authorization number). Indicate the provided RMA# at the date of your original invoice.
Carefully package the merchandise approved for return along with the original invoice, and ship to: HC Online Fulfillment Center ATTN: RETURNS (Indicate RMA#) 16218 Stony Plain Road NW Edmonton, AB T5P 4A4
Once your return is received and inspected by our fulfillment center, HUSH Canada will ship the replacement item(s) OR process a refund, at which time a credit will be automatically applied to your credit card or original method of payment. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

Ordering

You can order 24/7/365 online using our easy and secure online ordering system. If you prefer, you can also call us to place your order. Our phone ordering system is available to you during regular business hours, 7 days a week!

To Order By Phone:

Please call our Customer Service Center at 1.855.321.HUSH. You will be instantly connected to one of our friendly Customer Service Representatives who would be pleased to give you the personal attention you deserve. We are always here to help you!

To ensure your privacy, please note that all orders ship in plain brown boxes with the return address listed as HC Online. The charge on your credit card statement will also be listed as HC Online.

Payment

Payment can be made by VISA, Mastercard, and PayPal. All transactions take place over an SSL high-bit encryption server. Your credit card will be processed by Moneris, one of the world’s largest and most secure real-time credit card processors. We do not store credit card information on web site servers. The charge on your credit card statement will be listed as HC Online.

Viewing & Tracking Orders

You can view your order and order history from your online HUSH Account (click here to log in).
Once your order has been placed, you will immediately receive a confirmation email. We will also notify you via email to confirm that your order has shipped. This shipping confirmation email will contain a shipment tracking number which will allow you to track your shipment via Canada Post.

Updating Account Information

To update your account information, please click here to log in to your HUSH Canada account.

Contact Customer Service

Didn’t find the answer you were looking for? You can contact HUSH Canada’s Customer Service Center at 1.855.321.HUSH. Our phone lines are open 7 days a week from 9:00 am to 5:00 pm MST. You can also chat live with a customer service representative using the chat icon on this page.