SHIPPING
Shipping Policy
Effective date: October 10, 2026. This policy explains how 13656535 Canada Inc., operating as Sillo, prepares and delivers orders placed on mysillo.com. Nothing in this policy limits any right you have under consumer protection law.
Where does Sillo ship from and to?
We ship to addresses in Canada and the United States. We do not ship outside these two countries at this time.
US orders are fulfilled and shipped by our logistics partner, ShipBob, from its US fulfilment centres. Orders are routed to the nearest centre to shorten delivery times.
Canadian orders are fulfilled and shipped from our Canadian fulfilment centre.
How much is shipping?
Pillowcase sets ship free in Canada and the United States.
Washbags ordered on their own ship for $5. Washbag orders of $50 or more ship for $9.99. Add a washbag to a pillowcase set and your whole order ships free.
Shipping is based on your order total after discounts. Faster or carrier options, where available, are shown at checkout with their price, and your exact shipping cost is always shown before you pay.
How long does it take to process my order?
We process orders within 1 to 2 business days, Monday to Friday, excluding statutory holidays. Orders placed after 12:00 PM Eastern begin processing the next business day.
During launches, promotions and busy periods, processing can take 3 to 5 business days.
If an item is on backorder or preorder, we will tell you clearly at checkout or in your order confirmation.
How long does delivery take?
Once your order ships, most orders arrive in 3 to 5 business days, as shown at checkout. Allow up to 6 business days in Canada and 7 business days in the United States for remote locations and busy periods. These are estimates, not guarantees, and carriers or weather can affect delivery times.
How do I track my order?
You will receive a shipping confirmation email with your tracking number as soon as your order ships. Tracking updates come from our fulfilment partners and carriers, such as Canada Post, UPS, USPS and FedEx.
Can I change or cancel my order?
Email team@mysillo.com as soon as possible with your order number. We can change or cancel an order until it enters the fulfilment process. After that, it can no longer be changed or cancelled, but you can return it under our Refund Policy once it arrives. This does not affect any cancellation rights you have under consumer protection law.
What if my shipping address is wrong?
Customers are responsible for providing an accurate shipping address at checkout. If a parcel is returned to us because of an incorrect or incomplete address, we will contact you to arrange reshipping, and you may be responsible for the new shipping charge.
What if my order is delayed?
If we cannot ship your order within the time we stated, we will email you with a new expected date and give you the choice to wait or cancel for a full refund. If we cannot ship your order at all, we will cancel it and refund you in full, including any shipping charge. Refunds are issued within 7 business days.
What if my order shows delivered but I did not receive it?
Please check with household members, neighbours or building management, and allow 24 to 48 hours, as carriers sometimes mark parcels delivered early. If it still has not arrived, email team@mysillo.com within 7 days of the marked delivery date. We will work with our fulfilment partner and the carrier to investigate and help resolve it.
What if my order arrives damaged, incomplete or incorrect?
Email team@mysillo.com within 7 days of delivery with your order number, photos of the item and packaging, and a short description of the issue. We will investigate with our fulfilment partner and, once confirmed, send a replacement or issue a refund at no cost to you. This does not limit any rights you have under consumer protection law.
What about delays outside Sillo's control?
We are not responsible for delays caused by events outside our reasonable control, such as carrier or postal disruptions, severe weather, natural disasters, pandemics, strikes or labour disputes. We will still help track and resolve any delivery issue, and our delayed order commitment above still applies.
Will I pay duties or extra fees on delivery?
No. Each order ships within its own country, so there are no duties, import fees or brokerage fees on delivery. Applicable sales taxes are shown and charged at checkout.
Who is responsible for my order while it ships?
We are. Responsibility for your order passes to you once the carrier confirms delivery to the address you provided. After confirmed delivery, we are not responsible for lost, stolen or misdelivered parcels, but we will still help you as described above.
Can this policy change?
We may update this policy to reflect changes in our operations, fulfilment or applicable laws. When we do, we post the new version on this page with a new effective date, and it applies to orders placed after that date.
How do I contact Sillo about shipping?
13656535 Canada Inc., operating as Sillo
55 Village Centre Place, Suite 200, Mississauga, Ontario L4Z 1V9, Canada
Email: team@mysillo.com
