Shipping and returns

Last updated 30 September 2026

This page explains how Cambay gets an order to you, and what to do when you want to send something back. It forms part of our terms of sale, and our privacy policy covers what happens to the details you give us along the way.

Every order on this site is sold, packed and sent by AuraByt Inc., and we are the only seller here: no resellers, no other sellers packing on our behalf.

Where we ship from and to

All three of our brands share one warehouse, in Brampton, Ontario, Canada. Whatever you order, it is picked, packed and sent from there.

We deliver to Canada and the United States, and nowhere else for now. Canadian orders are priced and charged in Canadian dollars, United States orders in US dollars.

We deliver to street addresses in both countries, and to PO boxes in Canada. A United States order cannot go to a PO box, so give us a street address at checkout.

Alaska, Hawaii and the Canadian territories are served at the standard rate, the same as anywhere else we ship, but delivery to them takes longer than the estimates below.

In the United States we deliver to the 50 states and the District of Columbia. We do not ship to the United States territories, such as Puerto Rico and Guam, for now.

How long we take to pack your order

Orders are packed in the order they reach us, and most leave the warehouse within one to two business days. An order placed on a weekend or a public holiday is packed on the next business day.

Payments are handled by Stripe, and we never see or store your full card number. Your card is authorized when you place the order and charged when the order is packed and shipped, not before.

How long delivery takes

Delivery time starts when the parcel leaves Brampton, so add the packing time above to work out when it should reach you. We ship through Stallion Express, which hands each parcel to Canada Post and USPS for delivery.

Canadian orders usually arrive within three to seven business days of dispatch.

United States orders usually arrive within five to ten business days of dispatch.

These are estimates, not promises. Weather, customs and the weeks around a holiday all add days.

What shipping costs

Shipping is calculated at checkout, from the weight and size of your order and the address it is going to. Checkout shows the price for each option before you pay, along with the carrier's service and how long it usually takes in transit.

If a live rate cannot be fetched at that moment, checkout charges the standard rate for the option instead:

• Canada Standard: CAD 12
• Canada Express: CAD 18
• United States Standard: USD 18

There is no express option on United States orders yet.

There is no free shipping threshold at the moment.

Duties and taxes on United States orders

The price you see on a United States order already includes our estimate of the import duty on that item. There is no separate duty or customs charge calculated at checkout, so nothing further is collected from you there.

Nothing is collected when the parcel is handed over either: no duty, no brokerage fee, no handling fee. If a carrier bills you for duty in spite of that, email support@tanahq.com with your order number and a copy of what you were charged, and we will refund it.

Canadian orders are charged GST and HST according to our registration, shown as its own line at checkout. Provincial sales tax is charged only in the provinces where we are registered to charge it. We do not collect United States sales tax.

Tracking your parcel

When your order ships we email you a shipping confirmation with a tracking number and a link, so you can follow the parcel yourself. If you were signed in when you ordered, the same order is in your account.

Order, shipping and return emails are sent for us by Resend. Our privacy policy lists the other companies that handle your data.

If your parcel is late or does not arrive

If tracking has not moved for several days, or the delivery estimate has passed, write to us at support@tanahq.com with your order number and we will chase it with the carrier.

We treat a parcel as lost once ten business days have passed since the end of its delivery estimate. Email us with your order number and we will open the claim.

If the parcel is confirmed lost, you choose how we put it right: we send the order again at no cost to you, or we refund it in full. The same applies to a parcel the carrier has marked delivered that never reached you.

Returns

You have 14 days from the day your order is delivered to ask for a return.

The item itself has to come back in the state it left us in:

• Requests must be made within 14 days of delivery.
• Items must be unworn and unwashed, in the condition they arrived in.
• All original tags must still be attached.
• We pay return shipping when an item arrives damaged or is not as described. Otherwise return shipping is yours.

Return reasons and who pays to ship it back

You pick a reason when you request the return, and that reason decides the return shipping:

Where the table says we pay, we email you a prepaid label to print, and there is nothing for you to pay to send the item back. Where it says you do, you post the parcel yourself, with the carrier and service you choose.

How to start a return

If you were signed in when you ordered, open Account, then Orders, then the order, and choose Request a return. Pick the items, the quantity for each and a reason, then send the request. The return shows up on that order once it is in.

If you checked out as a guest there is no account holding the order, so email support@tanahq.com with your order number and the items you want to send back, and we will open the return for you.

Either way, wait for our reply before you post anything. We confirm the return by email and tell you how to get the parcel to us.

Where to send your return

Send the parcel to:

Returns go to the same address as written correspondence: there is no separate warehouse address to post to. Write your order number on the parcel, so we can match it to you.

Use a tracked service. Until the parcel reaches us it is still yours: if it goes missing on the way back, that loss sits with you as the sender, and tracking is what settles where it got to. Keep your proof of postage until your refund comes through.

What happens when your return arrives

We check the item against the conditions above when it reaches the warehouse, and email you to say it arrived. If it passes, we refund it.

If it arrives worn, washed, without its tags, or after the return window has closed, we cannot accept it. We email you and send it back, and that second trip is at your cost.

Refunds

Refunds go back to the payment method you paid with. We cannot send the money anywhere else, and we do not refund to store credit or to another card.

We issue the refund within five business days of the item reaching us, once we have checked it.

Your bank decides when the money shows on your statement. A refund normally appears within five to ten business days of us issuing it, depending on the bank.

Because we only charge your card when the order ships, an order stopped before it leaves us is never charged at all.

To stop an order, email support@tanahq.com within 12 hours of placing it, or before it is dispatched, whichever comes first. After that the parcel is on its way and it has to come back as a return.

A card authorization does not last forever. If your order cannot ship before its authorization runs out, we email you and cancel the order, and the hold on your card is released, so nothing is ever charged for it. If you still want the items, you can then place the order again.

Exchanges

We do not do exchanges. To change a size or a colour, return the item you have and place a new order for the one you want, which also keeps the one you want from being sold in the meantime.

Items we cannot take back

For hygiene reasons we cannot take back intimates, hosiery or pierced jewellery.

Anything customized or altered for you is final sale, and so is anything marked final sale on its product page. Final sale items cannot be returned.

Faulty or damaged items

If something arrives damaged, faulty or not as it was described, tell us inside the return window and send photos if you can. That one is on us, not on you.

Nothing on this page takes away the rights you have under the consumer protection law of Ontario, Canada, or under the equivalent law where you live.

Questions about an order

Email support@tanahq.com with your order number and what you need, or use our contact page. There is no phone line, so email is the way to reach us.

We reply within one business day. Our hours are Monday to Friday, 10am to 6pm Eastern.