Shipping policy

United States Orders

Orders shipped to the United States may be subject to import duties, taxes, tariffs, customs brokerage fees, and other charges as determined by U.S. Customs and Border Protection.

These charges are not included in our product prices or standard shipping rates shown at checkout.

To help avoid unexpected customs fees or delivery delays, Lilly & Frank ships U.S. orders using a Delivered Duty Paid (DDP) process whenever available. After your order is placed, we will calculate the applicable import charges and send an invoice for the remaining balance. Any shipping fees paid at checkout will be credited toward these costs.

Customers are responsible for all import duties, taxes, tariffs, and customs-related fees associated with their order. Orders will not ship until all applicable DDP charges have been paid in full.

Before placing an order, we strongly recommend reviewing current U.S. import requirements and being prepared for any applicable charges. Because DDP quotes require manual preparation and processing, orders cancelled after a DDP quote has been issued may be subject to a cancellation fee of $15 CAD or 5% of the order total, whichever is greater.

Refused Shipments

If a shipment is refused after dispatch, any duties, tariffs, brokerage fees, return shipping charges, or other costs billed back to Lilly & Frank will be deducted from any refund. In some cases, no refund may be available if the returned merchandise or associated fees exceed the value of the order.

Shipping Insurance

All orders are shipped with tracking and include up to $100 CAD of shipping insurance.

Additional insurance coverage is available upon request. If you would like your order insured for its full value, please contact us at info@lillyandfrank.com before your order ships. Any additional insurance costs will be the responsibility of the customer.

Canadian Orders

All Canadian orders are shipped with tracking and include up to $100 CAD of shipping insurance.

Orders over $150 CAD qualify for free shipping within Canada unless otherwise stated.

Free Local Pickup

Local pickup is available for customers in the Surrey, BC area.

Arrange a Pickup Time

Call or text: 604-839-4438

Monday–Friday, 9:00 AM–5:00 PM

Pickup Address

18998 68 Avenue
Surrey, BC

You will receive a notification when your order is ready for pickup.

International Orders (Outside Canada & the United States)

Lilly & Frank ships worldwide using trackable shipping services.

All international orders include tracking and up to $100 CAD of shipping insurance.

Import duties, taxes, customs fees, brokerage fees, and other government-imposed charges are not included in our prices or shipping rates. These charges are determined by the destination country and are the responsibility of the customer.

We recommend checking with your local customs office before placing an order if you have questions about potential import charges.

Orders valued over $750 CAD may require a signature upon delivery.

If a shipment is refused, any duties, taxes, brokerage fees, return shipping charges, or other costs billed back to Lilly & Frank may be deducted from any refund.