FAQs
Answers to the questions we get asked most about shipping, returns and choosing the right model.
How quickly do you reply to messages?
We answer emails in the order they arrive and reply within one business day in almost every case. Messages sent over the weekend are answered on the next business day. Email us at shop@belilan.com and include your order number if you already have one.
Where do you ship from and how long does delivery take?
Every order ships from a warehouse in Canada or the United States, never from overseas. Orders are dispatched within 1 to 2 business days. Most parcels arrive in 3 to 7 business days inside Canada and 4 to 8 business days inside the United States.
How much does shipping cost?
Shipping is free on every order over $99. Below that amount, a flat rate is calculated and shown at checkout before you pay. There are no extra charges added after you place your order.
Can I change my shipping address after I have ordered?
Email us at shop@belilan.com straight away with your name and order number. If the parcel has not left the warehouse yet we can usually correct it. Once a parcel has shipped we cannot redirect it, so please check your address carefully at checkout.
Will my whole order arrive in one package?
Not always. If your order contains items held in different warehouses, they ship separately and can arrive a day or two apart. You will get a tracking number for each parcel, so nothing is missing if one turns up first.
How do I track my order?
A tracking number is emailed to you as soon as your parcel leaves the warehouse. Paste it into the carrier site named in that email to see the latest scan. If you cannot find the email, check your spam folder and then contact us.
My tracking number is not updating, what should I do?
Tracking can take up to 24 hours to show its first scan, and it sometimes pauses for a day in transit. If there has been no movement for 48 hours, email us with your order number and we will chase the carrier for you.
What if an item arrives damaged or something is missing?
Keep the packaging and email us photographs within 48 hours of delivery. We will replace the item or refund you once we have looked at the photos. If something is missing from a multi item order, check whether a second parcel is still in transit first.
What is your return policy?
You have 30 days from delivery to request a return. The item needs to be unused, in its original packaging, and with all accessories and manuals included. Contact us to start a return and we will send you a label and instructions.
Are there items I cannot return?
Replacement filters and other consumable parts cannot be returned once they have been opened, for hygiene and safety reasons. Gift cards and clearance items are also non returnable. Everything else falls under the standard 30 day window.
How do I know which replacement filter fits my air purifier?
Each filter listing names the exact purifier models it works with, so check your unit's model number against that list before you order. The model number is usually printed on a label underneath or on the back of the purifier. If you are still unsure, email us the model and we will confirm it.
Do the appliances come with a warranty?
Most appliances we sell carry a manufacturer warranty in addition to our own 30 day return window. The length varies by brand and model. If a fault appears after 30 days, contact us with your order number and we will help you make the claim.
Is it safe to pay on this site?
Yes. Payments are processed by Shopify over an encrypted connection and we never see or store your card details. All major cards are accepted, along with the digital wallets shown at checkout.
Do you ship outside Canada and the United States?
Not at the moment. Our whole model is built on holding stock close to the customer, which is why delivery is measured in days rather than weeks. If that changes we will announce it on the homepage.
