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Shipping:
All prices listed do NOT include shipping unless specified. Unlike some other companies, we do not build the shipping costs into our prices and claim "free shipping".
If you do not receive a shipping price from the online shipping module when you placed your order, this does not mean shipping is free. Our shipping module is designed by Canada Post and rates are based on speed of service selected, postal code and weight.
Periodically, the shipping module goes offline when Canada Post is doing maintenance. This will result in the module being bypassed and therefore no shipping amount will be factored in and no shippng service will be selected.
Further, some large orders (over 5 boxes) may exceed the allowable weight limits or give erroneous results which will also result in an exceedingly high rate or no shipping rate being calculated. In the event either situation occurs, we will get a manual quote and send you an updated invoice as soon as possible.
We ship to Canada and the U.S.A. only.
For U.S.A. Buyers:
Your shipping rates are calculated in Canadian dollars with the online shipping module. The receive date is only an estimate. It may take an extra day or two to clear customs.
For Canadian Buyers:
All shipping is done via Canada Post or Purolator unless otherwise requested or more efficient at our option.
We can use your pre-paid Purolator or UPS accounts if you ask us. We can not use FedEx or DHL or any other courier that requires us to create the waybills. There is a $5.00 fee for using your courier account.
The "expected" date of delivery is only an estimate. This date is called the delivery "standard" by Canada Post and refers to when they might normally expect to be able to deliver between our postal code and yours. Their "guarantee" date (when a package is late and may be eligible for a shipping refund) is not always guaranteed and is different and varies by local, regional and national boundaries.
Please familiarize yourself with these guidelines by clicking the link below to see if you have a valid claim before contacting us. The date of shipping is counted as day 0.
Shipping during specific holidays and optional pickup days or is not available for late delivery claims.
There is a handling fee we include in every order shipped that covers the packaging and labour involved to prepare your order. This fee is included in the shipping rate but is not a Canada Post charge.
If a shipping refund is approved, this handling amount will be deducted as it is non-refundable.
If your parcel is declared late and a claim is filed, please note that we will refund the difference between the shipping service you requested and the service you receive.
For example, if you choose Priority Courier and the parcel is received a day late (expresspost), we will only refund the cost difference between the service levels.
http://www.canadapost.ca/tools/pg/manual/default-e.asp
CLICK HERE
Tracking:
Once you place your order, you will immediately receive a reference number in your order confirmation email. This number is only to reference that your order was received by us. The day your order is shipped, you will receive an email from Canada Post with your tracking number.
This number can be entered at www.canadapost.ca to "trace" your order.
If you have not received an email from Canada Post, please look in your BULK or SPAM email folders before contacting us.
If you request that your order be left at your door, on a porch, etc (known as a SAFE DROP by Canada Post), neither we nor Canada Post will be held responsible for items not received. We have learned by experience that Canada Post will not accept a claim for non-receipt if no signature is requested and the parcel has been scanned as "successfully delivered". A safe-drop is NOT recommended by us (particularly if the value of the order is high). Requesting a parcel be left at your location rather than being signed for or picked up at your nearest outlet should no one be available at the time of delivery is entirely at your own risk.
Further, Canada Post does not deliver to all areas. In the past year, it appears that in many neighborhoods, no delivery attempt is being made and customers are simply being "carded" to pick up at a local outlet. We have discussed this with Canada Post but unfortunately cannot control which areas/customers are affected. Please contact Canada Post directly at 1-800-267-1177 if you wish to file a complaint.
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