Question 1

Do you offer international shipping? How are shipping fees calculated?

Accepted Answer

Yes! While our primary markets are Canada and the U.S., we also ship to many international regions. Shipping fees are calculated automatically at checkout based on the package weight and your destination address.

Question 2

If my international order faces customs issues, who covers the cost?

Accepted Answer

We label packages discreetly (e.g., "Novelty Toy") to minimize issues, so problems are rare. However, customs clearance is subject to local government regulations. If duties, taxes, or clearance fees apply, they are the responsibility of the customer. If an issue arises, we recommend contacting your local customs office directly.

Question 3

How long does order processing take? When will my order ship?

Accepted Answer

Speed is our priority. We typically process orders within 12–24 hours. If you place your order before our daily cutoff time, we often arrange shipping on the very same day.

Question 4

What delivery options do you offer? Is expedited or same-day delivery available?

Accepted Answer

We offer Standard Delivery (2–8 business days) and Express Delivery (2–4 business days) for most regions. For customers in Toronto and the GTA, we offer a specialized Same-Day Delivery service for instant gratification.

Question 5

Can orders be picked up in-store or scheduled for a specific delivery time?

Accepted Answer

Currently, we operate as an online-only retailer and do not support in-store pickup. Delivery times depend on the courier's daily route, so we cannot schedule specific time slots (except for Same-Day delivery, which typically arrives in the evening window).

Question 6

Are orders trackable? How can I check my shipping status?

Accepted Answer

Yes. Once your order is dispatched, you will receive an email with a tracking number. You can track your package via the courier's website or through your account order page. *Note: Same-Day Delivery orders will receive a live tracking link to follow the driver.*

Question 7

What should I do if my order is lost during transit?

Accepted Answer

Please contact the courier company first to open an investigation, as they have the most direct information. If the issue remains unresolved, reach out to our customer support team, and we will do our best to assist you.

Question 8

Can orders be delivered to Hotels or PO Boxes?

Accepted Answer

Hotels: Yes, but please ensure the recipient name matches the hotel reservation to avoid rejection. PO Boxes: We can ship to PO Boxes within Canada (via Canada Post). For USA and international orders, a physical street address is usually required.

Question 9

I entered the wrong address! How do I correct it?

Accepted Answer

Time is of the essence! Email support@onaholestation.com immediately. If the order hasn't left our warehouse, we can fix it. If it has already shipped, you will need to contact the courier company directly to request a package redirection (additional fees may apply).

Shipping & Logistics FAQs

Shipping & Logistics FAQs