Following are the terms and conditions that constitute our Shipping Policy.
All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you and give you the option to:
- open a backorder and wait until the unavailable item is back in stock; or
- remove the unavailable item from the order and partially refund for the total amount for that item using the original method of payment; or
- cancel your entire order and refund the total amount, using the original method of payment.
Items offered on our website are only available for delivery as quoted to addresses in Canada and Continental USA.
We also accept orders from international customers outside Canada and Continental USA, but shipping rates and delivery times are determined on a per-order basis. If you place an international order, then we will notify you of your delivery options, amend the order accordingly, and collect any outstanding payment before shipping the order.
Shipments to PO boxes are only possible using Canada Post in Canada or USPS in the USA. This may affect the shipping cost of your order, and it may differ from the rate quoted on our website.
By default, and in order to minimize the environmental impact of shipping , we ship using carrier standard ground services. If faster shipping service is required, then please contact us so that we can explore other shipping options and their costs. If a custom shipping service is ordered, then we will amend the order accordingly, and collect any outstanding payment before shipping the order.
An estimated delivery time will be provided to you once your order is placed. Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.
Unless there are exceptional circumstances, we make every effort to fulfill your order within 1-3 business days of the date of your order. Business day meaning Monday to Friday, except holidays.
Please note that orders are not shipped or delivered on weekends or holidays.
Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered. Products may also be delivered in separate shipments.
If there will be a significant delay in shipment of your order, we will contact you via email or telephone.
You can provide order instructions or special delivery instructions on the check-out page of our website, and we will do our best to accommodate your request. Please note that decisions about the final delivery of your order ultimately reside with the delivery driver and his or her assessment of the delivery conditions. We advise that you also leave a signed note to indicate your special delivery instructions to the delivery driver at the destination so that you have the best possible chance of having those instructions met.
Shipping costs are based on a mix of the actual weight and/or dimensional weight of your order, the distance travelled, and the delivery method. To find out how much your order will cost, simply add the items you would like to purchase to your cart, and proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed.
Additional shipping charges may apply to remote areas or for large or heavy items. You will be advised of any charges, either on the checkout page, or by notification by e-mail or phone before your order ships.
In Canada, sales tax is charged according to the province or territory to which the item is shipped. Outside of Canada, no sales tax is charged.
Customs, Duties and Taxes
With the help of our shipping partners, we do our best to make the delivery of orders outside of Canada as seamless as possible, but we cannot anticipate all the customs, duty, and tax laws of different countries, which can change without notice. Therefore, we are not responsible for any customs duties and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
Order Confirmation & Tracking
You will receive an Order Confirmation e-mail when your order has been placed and payment has been completed. Once your order has been fulfilled and it has shipped, you will receive another e-mail containing tracking number(s) for your shipment. The tracking number will be active within 24 hours.
Lost, Stolen, or Damaged Items in Transport
We protect your order with Route+ Premium Shipping Insurance.
If your order is lost, stolen, or damaged in transit, you can easily File a Claim on the Route website. When you file a claim, it will be reviewed for approval to either reorder or refund within 24 hours. Make sure to have your Order ID and the Route Order ID ready to use with the claim form. You will find those details along with a link to file a claim in the confirmation email you will have received from Route.
Claims for packages marked "delivered" yet not received, and where there is no evidence of "porch piracy", must be made 5 days after the "delivery date" but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises. Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.
The optional Route mobile app is designed to allow you to visually track all of your online orders in one place and receive real-time notifications on its estimated delivery. You can learn more about the mobile app on the Route website . You do not need the Route app to file a claim.
Route+ Premium Shipping insurance does not cover more than $5,000.00 USD any one package or shipment. For orders more than $5,000.00 USD, alternate shipping insurance will be arranged as required. To make a claim for such an order, contact us immediately at firstname.lastname@example.org. Please provide photos showing the state of, both the packaging and the contents. Damages must be reported within 24 hours of delivery.
If you have any questions about the delivery and shipment or your order, please contact us at email@example.com.