Orders are shipped within 24 to 48 hours (Monday to Friday).
If an item is out of stock, please allow up to 15 days for delivery.
During holidays, shipping may be delayed by 3 to 4 additional days.
Delivery Time
Once shipped, your order may take up to 7 business days to arrive (Canada).
These timeframes are estimates and may vary depending on circumstances.
Carriers
We primarily ship with:
Purolator
Canada Post
GLS
Tracking & Contact
If you haven't received an update within 7 days of your order or wish to choose another carrier, please contact us at [email protected].
Important: Customers are responsible for providing a valid and up-to-date shipping address.
Shipping to the U.S. & International
Orders include a tracking number, but no guaranteed delivery timeframe.
Shipments are handled by Canada Post and then transferred to your local postal service.
Restrictions & Additional Fees
We reserve the right to restrict product sales based on region or country.
Shipping fees displayed at checkout must be paid by the customer. Any changes will be communicated before order completion.
Oversized or Heavy Items
Some items (e.g., sewing machine furniture, quilting frames) may incur additional shipping fees.
Need a shipping estimate before purchasing? Contact us at [email protected].
These conditions may also apply to remote areas.
Returns & Exchanges
Defective Products
If your item has a defect, we are committed to repairing or exchanging it in accordance with the manufacturer’s warranty and applicable conditions. For assistance, please contact us so we can guide you through the process.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, except in cases of an error on our part or if the product is deemed defective upon receipt. If you have any questions about the return process, please feel free to contact us.
Sale Items ("Aubaine" Section)
Sale items are final sale and cannot be returned or exchanged. We encourage you to carefully review your selection before completing your purchase. If you have any questions about a sale item, our team is available to assist you before you buy.
Holiday Purchases
Gifts purchased between December 1st and December 24th may be returned or exchanged until January 8th of the following year.
At Pénélope Sewing Machines, we want to ensure you are completely satisfied with your purchase. That’s why we offer an exceptional 90-day exchange policy, subject to certain conditions.
Exchange Conditions
Exchanges must be made within 90 days of purchase.
The machine must be in perfect working and cosmetic condition.
It must be returned in its original packaging (box and styrofoam) with all accessories.
The customer must select a higher-quality model, worth at least $150 more than the original purchase.
Shipping costs for the return and the new machine are the responsibility of the customer.
Additional Conditions
All accessories must be included and in good condition. Additional fees will apply for missing or damaged accessories.
Any promotional gifts received with the machine (e.g., thread spools, scissors) must be returned. Otherwise, replacement fees will be charged.
Only one exchange per year and per machine type is allowed.
Some machines may be excluded from this policy – please check in-store for details.
Exchange Process
Contact us at [email protected] or visit the store to verify exchange conditions.
An inspection will be conducted to ensure the machine meets exchange criteria.
Once approved, you can select your new machine and pay the price difference.
We reserve the right to refuse an exchange if the above conditions are not met.
Accessories – Exchange & Refund Policy
Timeframe: 15 days after purchase.
Condition: The item must be returned in its original, intact packaging.
If conditions are not met, a 30% restocking fee will be deducted.
Exclusions (Non-Returnable Items)
Sewing machines, sergers, and coverstitch machines (Exchange possible within 90 days).
Thread, needles, bobbins (Loose items).
Machine feet, software, furniture.
Special orders.
Special Promotions
Black Friday, Cyber Monday, Boxing Day, etc.
Offer valid on selected items only.
Discounts are already applied to displayed prices.
Not combinable with other promotions or promo codes.
Valid while supplies last.
Not applicable to gift cards.
Non-redeemable for cash and not retroactive.
We reserve the right to modify or cancel promotions at any time, without notice, at the discretion of Pénélope Sewing Machines.
