Shipping Policy


This Shipping Policy (“Policy”) explains how 13656535 Canada Inc., operating as Sillo (“we,” “our,” or “us”), handles the processing, fulfillment, and delivery of orders placed through mysillo.com (the “Site”). By placing an order, you agree to the terms outlined below. We may update or revise this Policy from time to time to reflect changes in our business operations, fulfillment processes, or applicable laws. When updates occur, the revised version will be posted on this page with a new Effective Date, and it will apply to all orders placed after that date. Your continued use of our Site and services following any updates constitutes acceptance of the revised Policy.

All orders are fulfilled by ShipBob, Inc., our trusted logistics partner.

To ensure fast and reliable delivery:

  • Canadian orders are fulfilled and shipped from ShipBob’s Canadian fulfillment centers.
  • U.S. orders are fulfilled and shipped from ShipBob’s U.S. fulfillment centers.

Orders are automatically routed to the nearest facility based on the delivery address to minimize transit time and environmental impact.

  • Orders are processed within 1–2 business days (Monday–Friday, excluding statutory holidays).
  • During launches, promotions, or high-volume periods, processing may extend to 3–5 business days.
  • Orders placed after 12:00 PM EST will begin processing the following business day.
  • You’ll receive a shipping confirmation email containing your tracking number once your order has shipped.

If any item is on backorder or pre-order, this will be clearly noted at checkout or in your confirmation email.

We currently ship only within Canada and the United States.

We do not offer international shipping outside these regions at this time.

Within Canada

  • Standard Shipping: 2–6 business days (fulfilled from our ShipBob Canada facility).
  • Free Shipping: Orders of $150 CAD or more (after discounts, before taxes).
  • Orders below $150 CAD are charged a shipping rate automatically calculated at checkout based on destination.

Within the United States

  • Standard Shipping: 3–7 business days (fulfilled from ShipBob’s U.S. network).
  • Free Shipping: Orders that meet the equivalent of $120 USD (after discounts, before taxes). The exact threshold is displayed automatically at checkout using the current exchange rate.
  • Duties and taxes are included at checkout — no additional import or brokerage fees on delivery.

Delivery estimates begin once your order has shipped. Actual delivery times may vary by carrier, location, or order volume.

Customers are responsible for providing accurate shipping information at checkout.

Once an order has entered the fulfillment process, we cannot modify, redirect, or cancel it.

If an order is returned due to an incorrect or incomplete address, you will be contacted to arrange re-shipment and may be responsible for additional shipping fees.

You’ll receive tracking information by email once your order ships.

Tracking updates are provided directly by ShipBob and its carrier partners (UPS, USPS, FedEx, or Canada Post).

If your order shows as Delivered but you haven’t received it:

  1. Check with household members, neighbors, or building management.
  2. Wait 24–48 hours, as carriers sometimes mark deliveries early.
  3. If still undelivered, contact team@mysillo.com within 7 calendar days of the marked delivery date.

Once an order is confirmed delivered by the carrier, risk of loss and title pass to the customer, consistent with consumer-law standards.

We are not liable for delays caused by:

  • Carrier or postal-service disruptions
  • Weather conditions, natural disasters, or pandemics
  • Customs inspection between Canada and the U.S.
  • Strikes, labor disputes, or other force-majeure events

We will, however, assist in tracking and resolving delivery issues whenever possible.

If your order arrives damaged, incomplete, or incorrect, please contact team@mysillo.com within 7 days of delivery and include:

  • Your order number
  • Photos of the product and packaging
  • A brief description of the issue

We will coordinate with ShipBob to investigate and, if applicable, issue a replacement or refund.

Claims submitted after 7 days or without sufficient documentation may not qualify for resolution.

All applicable duties, taxes, and import fees for Canadian and U.S. orders are included at checkout.

You will not be charged additional fees upon delivery.

This structure ensures transparency and compliance with Canadian PIPEDA and U.S. CCPA/CPRA consumer-disclosure laws.

Every Sillo order ships in recyclable packaging.

Our logistics partner, ShipBob, uses regional fulfillment to shorten routes and reduce carbon emissions.

Luxury self-care should feel good — for you and for the planet.

Once an order is transferred to the shipping carrier, ownership and risk of loss pass to the customer.

To the fullest extent permitted by law, Sillo and its fulfillment partners are not responsible for:

  • Delivery delays outside our control
  • Lost, stolen, or misdelivered packages after confirmed delivery
  • Indirect or consequential damages arising from shipment or delivery

This Policy does not limit any statutory rights you may have under applicable consumer-protection laws in Canada or the U.S.

If you have questions about your shipment or delivery:

📧 team@mysillo.com

📍 55 Village Centre Place, Mississauga, ON L4Z 1V9, Canada