PlayWellGear provides discreet, reliable, and timely shipping using our internal warehouse network and trusted delivery partners. Orders may ship from one or both of our warehouse locations depending on product availability:

• • Toronto, Ontario warehouse
  • Burnaby, British Columbia warehouse

This ensures a wide selection of products and faster delivery options across Canada and the United States.

1. Warehouse Locations & Shipping Flow

Your order may be fulfilled from:

Toronto Warehouse

• • Local inventory
  • Eligible for Trexity same-day/next-day delivery
  • Ships via Canada Post when standard shipping is selected

British Columbia Warehouse

• • National and U.S. distribution
  • Ships via Canada Post (within Canada)
  • Ships via USPS (to the United States)

If your order contains items located in different warehouses, your items may ship separately and arrive on different days. You will receive tracking for each shipment.

2. Local Delivery (Toronto Only – Trexity)

Customers within eligible Toronto zones may select Trexity Local Delivery at checkout.

Trexity delivery includes:

• • Same-day or next-day delivery (depending on order time)
  • Live-tracking link sent via text/email
  • Discreet packaging
  • Non-contact delivery (default)
  • Couriers do not require a signature unless you request one

Local delivery is only available for items stored in our Toronto warehouse.

3. Shipping Fees

Shipping fees are calculated at checkout based on:

• • Destination
  • Items ordered
  • Warehouse of origin
  • Delivery method chosen (Standard, Expedited, Trexity)

For orders shipping from our British Columbia warehouse, a flat shipping cost of $20 CAD applies to shipments requiring transport from that location. This ensures consistent, predictable rates regardless of the number of items in that portion of the order.

Oversized / Heavy Items

Large or unusually heavy items may require custom freight pricing.

If this applies:

• • You will receive an email with the updated shipping cost
  • Your order will only ship once the revised fee is approved
  • No order ships without your confirmation.

4. Estimated Delivery Times

Toronto Warehouse

• • Trexity Local Delivery: Same-day or next-day
  • Canada Post (Canada): 2–7 business days

British Columbia Warehouse

• • Canada Post (within Canada): 2–3 business days
  • USPS (USA): 5–10 business days

International Orders

• • 7–20 business days, depending on destination and customs

Delivery times are estimates and may vary due to carrier delays, weather, customs, or peak seasonal volume.

5. Discreet Packaging

All shipments—local or national—are packaged in plain, unmarked packaging containing:

• • No branding
  • No adult product descriptions
  • No identifying graphics

Your billing statement will display a neutral merchant name for privacy.

Couriers, including Trexity, follow discreet handling procedures at the door.

6. Tracking Information

Tracking is provided for:

• • Trexity deliveries
  • Canada Post shipments
  • USPS shipments
  • Orders shipping from either warehouse

Some international carriers may offer limited tracking outside of Canada.

7. Incorrect or Incomplete Addresses

PlayWellGear is not responsible for:

• • Delays caused by incorrect addresses
  • Parcels delivered to the wrong address
  • Lost or stolen packages marked “Delivered”
  • Failed delivery attempts

If a package is returned due to incorrect addressing, reship fees may apply.

8. International Shipping & Customs

International customers may be responsible for:

• • Import duties
  • Customs charges
  • VAT or other taxes
  • Clearance fees

These are not included at checkout and vary by country.

9. Lost, Stolen, or Delayed Packages

Once a package is transferred to a carrier, PlayWellGear cannot guarantee delivery timing.

If your package is delayed, lost, or marked delivered but not received:

• • Contact the carrier first
  • Contact us at helpdesk@playwellgear.com for assistance with an investigation

Replacements may be evaluated case-by-case.

10. Contact Us

For shipping questions or delivery concerns:

📧 helpdesk@playwellgear.com
📍 Toronto, Ontario, Canada