Shipping policy

SHIPPING & DELIVERY POLICY

By completing a purchase on our website, you acknowledge and agree to the terms outlined below.

All orders are processed and shipped no later than 4:00 PM EST Monday to Friday (excluding statutory holidays).

Nothing in this policy limits any rights or remedies that cannot be excluded or limited under applicable law, including the Ontario Consumer Protection Act, 2002 and the Ontario Sale of Goods Act.

WRONG ADDRESS INPUTTED OR WRONG SHIPPING METHOD SELECTED

You are responsible for ensuring that all shipping details, including the delivery address and selected shipping method, are accurate at the time of checkout.

If an incorrect address is provided, we are not responsible for the resulting delivery outcome. Any additional shipping costs required to re-ship the order will be the responsibility of the customer. Shipping fees are non-refundable.

If an order is delivered to an incorrect address due to customer-provided information, we do not offer refunds or replacements, except where required under applicable consumer protection laws.

If an incorrect shipping method is selected at checkout, we are not responsible for delays, delivery outcomes, or timing expectations resulting from that selection. Refunds are not issued in these circumstances.

If an order is refused by the recipient and returned to us, the customer assumes responsibility for all shipping fees associated with the return and any reshipment. Order cancellations are not offered in these cases.

We reserve the right to upgrade a shipping method or carrier at no additional cost if doing so is expected to result in faster delivery.

DELIVERY RESPONSIBILITY AND SHIPPING CARRIERS

Once an order is handed off to a shipping carrier or delivery partner, delivery is performed by the carrier under its terms and service conditions. We provide tracking information to assist with delivery monitoring. Any delivery outcome is subject to carrier confirmation, investigation results, and applicable consumer protection laws.

Carrier investigations and claims processes vary by carrier. In some cases, the carrier requires the shipper of record to initiate a trace or claim. Where appropriate, and upon receipt of required information from the customer, we may initiate a trace or claim with the carrier. We do not guarantee investigation outcomes, delivery recovery, or reimbursement, as these are determined by the carrier and applicable law.

We are not responsible for delivery delays, holds, service interruptions, or delivery failures caused by factors outside of our reasonable control, including but not limited to carrier operational issues, weather conditions, traffic incidents, accidents, mechanical failures, labour disruptions, or access restrictions.

DELIVERY DATE ESTIMATES

All delivery dates displayed at checkout are estimates only and are provided by shipping carriers or delivery partners.

These estimates are not guaranteed.

Refunds or cancellations are not provided for orders delivered outside of estimated delivery windows. We are not responsible for delays caused by circumstances beyond our reasonable control.

To the extent permitted by law, we are not liable for indirect, incidental, or consequential losses arising from delivery delays or missed estimated delivery windows.

DELAYS, HOLDS, AND HOLDING FACILITIES

Refunds are not provided solely due to delivery delays, delivery holds, or issues caused by shipping carriers or delivery partners, where delivery is ultimately completed.

If a parcel is held at a carrier facility, postal outlet, or access point, it is the customer’s responsibility to retrieve the parcel within the carrier’s designated timeframe.

If a parcel is returned to us due to non-collection, failed delivery attempts, or access issues, the customer will be responsible for any additional shipping fees required to resend the order. Refunds or credits are not issued in these cases.

We are not responsible for where a shipping carrier or delivery partner chooses to leave a parcel upon delivery.

If customs clearance is required, you acknowledge that the customs process is outside of our control. Delays associated with customs clearance do not qualify for refunds or credits.

SIGNATURE REQUIREMENT

All orders with a total value of $299.00 or more require a signature upon delivery.

If you choose to waive or release a required signature through the shipping carrier or delivery partner, you assume full responsibility for the delivery. We are unable to assist with delivery issues arising from released or waived signatures, and refunds or replacements are not provided in these cases.

STOLEN PARCELS AND SECURE DELIVERY

Once a parcel has been marked as delivered by the shipping carrier or delivery partner, responsibility for securing the parcel at the delivery location rests with the recipient.

We are not responsible for stolen parcels, unattended deliveries, or parcels delivered to an incorrect address due to customer-provided information. Refunds or replacements are not issued in these cases, except where required under applicable consumer protection laws.

Customers are responsible for ensuring the delivery address provided is secure and accessible. Delivery is completed in accordance with the shipping service automatically applied to the order.

LOCAL DELIVERY (GREATER TORONTO AREA)

When selecting our Local Delivery Service within the Greater Toronto Area, you are responsible for providing complete and accurate delivery information, including phone number, unit number, and buzzer code where applicable.

Local delivery timeframes, including same-day or next business day delivery, are estimates only and are not guaranteed. Local delivery timing may be impacted by factors including delivery volume, traffic congestion, road closures, weather conditions, accidents, mechanical issues, driver availability, or other operational constraints.

Local Delivery is considered completed when the order is delivered to the address provided and confirmed by delivery confirmation, which may include photo proof, GPS confirmation, or driver verification.

If delivery is unsuccessful due to missing or incorrect information, inability to contact the recipient, lack of access, or recipient unavailability, the order will be reassigned to the next available delivery window.

Refunds are not provided for failed delivery attempts caused by incomplete or inaccessible delivery information.

Same-day Local Delivery is an estimated, non-guaranteed service. If delivery is not completed the same day, the order will be delivered on the next business day. Delivery fees are non-refundable due to missed delivery windows.

Local Delivery orders are fulfilled by a third-party courier. Delivery timing and service performance are subject to the courier’s operations. We do not offer refunds of Local Delivery fees for courier delays where delivery is ultimately completed.

Local Delivery is available for residential addresses only.

ISSUE REPORTING TIMELINE

For shipping-related discrepancies, including missing items, incorrect items, or visible transit damage, you must contact us within three (3) days of delivery and provide your order number and relevant details so we can review fulfillment records and, where applicable, carrier documentation.

Failure to notify us within this timeframe may limit our ability to investigate the issue. This timeframe does not limit any statutory rights that cannot be excluded under applicable law.

ORDER EDITS AND CANCELLATIONS

Once an order has been placed, we are unable to accommodate edits, cancellations, or address changes.

Orders are immediately sent to our fulfillment queue to ensure timely processing. Due to order volume and operational constraints, orders cannot be intercepted or modified once submitted.

All sales are final, subject to applicable consumer protection laws.