Frequently asked questions
How long does delivery take?
Orders are processed within 1–3 business days, followed by 7–12 business days of transit. Total delivery time is 8–15 business days.
What is the order cut-off time?
Orders placed before 5:00 PM Eastern Time (ET), Toronto, are processed on the same business day.
My shipment tracking information isn't updating. What now?
Sometimes it takes 24-48 hours for the carrier's system to update after initial pickup.
To which countries does delivery take place?
We currently only deliver within Canada. Shipping is free on all orders. If shipping becomes available to additional countries or regions, estimated delivery times will be displayed during checkout.
How long do I have to return an item?
We offer a 30-day return policy from the date you receive your goods.
When will I receive my refund?
After we receive and inspect your returned item, we will notify you whether your refund has been approved. The refund process will take 14 days.
If approved, your refund will be issued to your original payment method.
Please note that your bank or payment provider may require additional time before the refund appears in your account.
My item is damaged or defective. What should I do?
Please inspect your order upon arrival.
If your item arrives damaged or defective, contact us at info@olniva.com and include:
- Your order number
- A description of the damage or defect
- Clear photos of the product and packaging
Once your request has been reviewed, we will provide an appropriate resolution.
Change of mind returns. What should I do?
If you change your mind, you may request a return within 30 days of receiving your order, provided the item is unused and in its original condition.
The item must be returned with all original packaging where possible.
Return shipping: The customer is responsible for return shipping costs for change-of-mind returns.
Original shipping was provided free of charge and is therefore not refundable.