We currently ship to USA & Canada Only at this time. And we do not ship to military locations such as APO or AFO addresses at this time. If you already have made a purchase from such location, we’ll have to cancel the order.
We use Canada Post / USPS for most shipments. Items exceeding 30kg (66lbs) will be shipped via other courier services depending on the item.
You will receive tracking information via same email you used to place the order once the order has been shipped out.
Delivery in Canada usually takes from 1 to 7 business days. Shipments being delivered to USA usually takes from 4 to 14 business days. Please note we cannot guarantee the delivery time because it is beyond our control.
Receiving the Shipment
Some orders require signature upon arrival. If no one is available to sign at the time of delivery, there will be a notification card/letter left on the door to indicate where the package can be picked up. You must have a valid photo identification in order to pick up the item. If the package is returned to us due to incorrect / incomplete address provided by the customer or not picked up within given time frame or if you refuse to receive the item, shipping company will charge us for return shipping back to us at the counter rate and we will pass on the shipping charges to the buyer.
Invalid or Incomplete Address
It is the buyer’s responsibility to provide valid and complete address for delivery. This includes unit / suite / apartment numbers as well as buzzer number if that is required to gain access to the building to complete delivery. Furthermore, in remote locations, you may be required to use PO box in your area in order to receive deliveries. Please ensure that you’ve provided correct and complete delivery address information in order to avoid any delays or additional costs for re-delivery.
If you’ve provided invalid or incomplete address, your shipment may be returned to us for a fee equivalent to the original cost of the shipment. In such case, buyer will have to pay for return fee plus new cost of shipping to the valid/complete address. Our customer service team will contact the buyer to collect credit card information in order to pay for return/new shipment fees.
In rare cases, if you’ve provided a wrong address, your order may become lost or stolen. We won’t be responsible for any loss due to the incorrect/incomplete address you’ve provided to us.
Custom Clearance / Duties / Taxes
Customs, duties & taxes are not included in prices. They are solely buyers responsibility and rates may vary depending on the items purchased.
Lost Packages, Missing Products, and Courier Claims
In the event that the shipping company has lost your package, damaged your package, or items are missing from your order, let us know immediately by sending us an email to firstname.lastname@example.org so we can open a claim right away. A claim cannot be started after 3 days from the date of arrival, so buyer must notify us within 2 days of receiving the order. There is a simple procedure to follow when opening a claim.
Please ensure that all contents included in the shipment, as well as packaging are all saved & in-tact and take photos of anything that will help expedite the claim for the courier to complete their inspection. Without these items the courier may not proceed with the claim and in this event we will not be held responsible. Please ensure that you keep these items and do not discard of them
A lost package will only be re-shipped once the courier or shipping company has done a complete investigation to either locate the package or issue an insurance refund to us. If the lost package claim is granted to us, we will re-ship the package to the verified address on file with your credit card.
If you received a package with damages to the contents inside the box, please let us know within 2 days by taking photos of the damaged item(s) inside the box & the shipping box itself and email us at email@example.com. Once we receive the photos, we can then start a claim with courier company for reimbursement of damaged goods. Once the reimbursement is granted to us, we will re-ship the package to the verified address on file with your credit card.
In the rare case that you are missing one of the items you ordered, we will require you to contact us within 2 days of delivery to confirm that missing item isn’t already on route by supplying you with a tracking number. If an item is missing we will go through the same steps above for lost packages. We may require you to take some photographs of the box and packaging that your order came in. This will aid us in determining why you have a missing item or if there was an error on our part. We need at least 5 business days for an investigation as to why an item was missing, after we have received your photos.