Shipping Policy

Last updated: February 27, 2026

Thank you for shopping with us! This policy outlines everything you need to know about how we process, ship, and deliver your orders.

1. Order Processing

Orders are processed and fulfilled within 1–2 business days of payment confirmation. Orders are only captured and fulfilled after they have been fully prepared and handed to our shipping carrier — we do not charge you before your order ships.

You will receive a shipping confirmation email with a tracking number once your order is on its way.

2. Shipping Methods & Estimated Delivery Times

We offer Standard Shipping on all orders, with an estimated delivery time of 7–10 business days. Shipping is free of charge on all orders — no coupon or minimum purchase required.

Delivery times are estimates and begin from the date of shipment, not the date of order. International orders may take longer due to customs processing.

3. Shipping Costs

Standard shipping is free of charge on all orders. All applicable fees (if any) are always displayed before you complete your purchase at checkout.

4. Shipping Address

Orders are shipped to the address provided at checkout. Please ensure your address is accurate before placing your order. We are unable to redirect parcels to a different address after shipment, except where your carrier can redirect a package to a pickup point within 10 km of your original shipping address.

5. Order Tracking

Once your order ships, you will receive a confirmation email with a tracking number. You can use this number on the carrier's website to monitor your delivery status at any time.

6. Lost or Delayed Packages

We consider a package lost in transit if there has been no tracking movement for 14 days for domestic (Canada) orders, or 30 days for international orders. If your package meets these criteria, please contact us at info@thetradingfloor.io and we will arrange a replacement or issue a full refund promptly.

7. Uncollected Packages

If a package is returned to us because it was not collected from a carrier pickup point or delivery was refused without cause, we will issue a full refund upon receipt of the returned item. No restocking or handling fees will be charged.

If you would like your order to be re-shipped, please contact us at info@thetradingfloor.io and additional shipping fees may apply.

8. Damaged or Incorrect Items

If your order arrives damaged, defective, or significantly different from what was described on our website, please contact us within 30 days of delivery at info@thetradingfloor.io with your order number, a description of the issue, and photos of the item and packaging.

We will offer one of the following resolutions: a full refund, a replacement item, repair services (where applicable), or missing parts sent at no cost.

If a return is required due to an item that significantly deviates from its description, we will provide a prepaid return label at no cost to you. We do not offer store credit or gift vouchers, nor negotiate discounts, as a substitute for a refund or return when a return has been explicitly requested.

9. Returns & Refunds

Returns must be initiated within 30 days of receiving your order.

All items sold on our store are eligible for return, subject to the conditions below. We do not designate items as "final sale" or "non-refundable" unless they meet a specific legal exception under applicable Canadian consumer protection law (e.g., items that are unsealed after delivery for hygiene reasons, custom made-to-order items, or perishable goods). Any such exceptions are clearly identified on the individual product page before purchase.

Return shipping is covered by us — a prepaid return label will be provided upon request. Simply contact us at info@thetradingfloor.io to initiate your return.

Our return address is:

The Trading Floor — 9513-3526 Québec Inc.
1305 Chemin Sainte-Foy, Suite 110
Québec (Québec), Canada

Once we receive and inspect the returned item, your refund will be processed within 5–10 business days to your original payment method.

10. Gift Cards

We do not accept Klarna as a payment method for gift card purchases, in accordance with Klarna's policies. Gift cards must be purchased using another available payment method at checkout.

11. Klarna Orders

We accept Klarna as a payment method for eligible purchases. For orders paid through Klarna, your order will only be captured once it has been shipped, proof of delivery is retained for a minimum of 180 days, all shipments include tracking information via a recognized carrier, and orders above $750 CAD require signature confirmation upon delivery. In the event of a dispute, we respond to Klarna within the required deadlines and provide full proof of delivery documentation.

For questions about your Klarna payment or a dispute, you can reach Klarna directly through their app or at klarna.com/ca.

12. Contact Us

For any questions about your shipment, return, or order, please reach out to us at info@thetradingfloor.io. Customer service is available Monday through Friday, 9:00 AM to 5:00 PM EST. We aim to respond to all inquiries within 1–2 business days.