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    • Shipping policy

    Warehouse Locations

    There are two warehouse locations, one in Canada and one in the USA. While some items are available to ship from both locations, some items or sizes are only available from one of the two. Domestic USPS shipping is available to US customers from our USA location. Domestic Canada Post shipping is only available to Canadian customers for items shipped from the Canada location. If the ship-from location is the Canadian warehouse, options from carriers such as Canada Post and GlobalPost will be available at checkout. If the ship-from location is the U.S. warehouse, domestic shipping options from USPS and international shipping options from Asendia will be displayed at checkout. If your shopping cart contains items from both locations, the order will be shipped in multiple packages, possibly using multiple carriers, and the generic term "Shipping" will be displayed/offered which includes the shipping and handling charges for both packages. Please note that we do not pre-collect or charge customs duties at checkout, so for international shipments it is possible that your local customs office may charge these import fees before receiving your package.

    USA Location

    We ship from our warehouse located in South Portland, Maine, United States.

    Processing Time:

    • Most orders require 1-5 business days for processing.

    • For pre-order items, please allow 1-5 business days for processing around the expected ship date.

    Shipping Options for Customers in the United States:

    At checkout, customers have the option to select from the following shipping classes based on availability and delivery address:

    • USPS - Ground Advantage: This economical ground delivery service includes tracking and up to $100 insurance on most shipments (restrictions apply). Delivery/transit time is typically 2-5 business days (plus 1-5 business days for order processing), but may take longer in some cases.

    • USPS - Priority Mail: This service includes tracking and up to $100 insurance on most shipments (restrictions apply). Delivery time is typically 1-3 business days (plus 1-5 business days for order processing), but may take longer in some cases.

    • UPS Ground: This service includes tracking. Delivery/transit time is typically 1-6 business days (plus 1-5 business days for order processing) with Saturday delivery available to most residential addresses. Please note that UPS does not deliver to USPS P.O. Boxes. UPS highly recommends including a phone number in the shipping information for delivery purposes.

    • USPS Media Mail: Although this tracked shipping option is inexpensive, it is not guaranteed and is only available for physical media. Delivery time is typically 2-8 business days (plus 1-5 business days for order processing), but may take longer in some cases. Orders shipped via Media Mail service are subject to USPS inspection and are not insured or guaranteed against damage or loss. Media Mail that is unclaimed or undeliverable and returned to the sender may arrive back with us, but this is not guaranteed. If the package is not returned to us, it will be deemed lost mail, in which case a refund would not be possible. Additionally, at their discretion, USPS may charge a fee for returned Media Mail. If we do receive the package back, any such fees would be deducted from the associated refund. Please note that pre-ordered or backordered items shipped with Media Mail can sometimes take longer than other mail classes for USPS to process and/or for the tracking to activate, due in part to high package volumes. For a more secure service, or if you would like to receive a pre-order/backorder media product as quickly as possible after shipment, we recommend selecting an alternative, insured mail service.

    Shipping Options for Customers Outside of the United States:

    For international orders, the customer is responsible for any import duties or tariffs that may be required by their country's customs office prior to delivery. Please follow the tracking closely in case any delivery notices are missed. Shipping & handling charges are non-refundable for packages that are returned to sender for reasons including, but not limited to, being unclaimed, undeliverable as addressed, etc.

    • Asendia - e-PAQ Plus: This is the least expensive parcel service available for small parcels up to 4.4lbs. General tracking is provided in most cases, but for many countries, it is limited (not end-to-end tracking). Delivery time varies by destination and is typically 10-25 business days (plus 1-5 business days for processing orders), but in some cases may take longer. This service is not insured or guaranteed.

    • Asendia - e-PAQ Select: This is the fastest and most reliable Asendia service that includes a Tracking Number and Delivery Confirmation. Delivery is typically 6-15 business days (plus 1-5 business days for processing orders), but in some cases may take longer. This service is not insured or guaranteed.

    • USPS Priority Mail International: This service is used for packages weighing up to 70 pounds. It includes a Tracking Number, and delivery is typically 6-10 business days (plus 1-5 business days for processing orders.

    Asendia offers end-to-end shipping services, including collection, processing, and final-mile delivery. They work with carefully chosen partners in each country, based on price, reliability, and features. In most cases, final mile delivery is completed by local postal carriers.


    Canada Location

    We ship from our warehouse located in Montreal, Quebec, Canada.

    Processing Time:

    • Most orders require 1-5 business days for processing.

    • For pre-order items, please allow 1-5 business days for processing around the expected ship date.

    Shipping Options for Customers in the United States:

    At checkout, customers have the option to select from the following shipping classes based on availability and delivery address:

    • Canada Post - Tracked Packet - USA: This cost-effective service includes tracking and up to $100 insurance on most shipments (terms and conditions apply). This service is available for items up to 1 kg (2.20 lbs). Delivery time is typically 4-7 business days to most major urban centres (plus 1-5 business days for order processing), but may take longer in some cases.

    • Canada Post - Expedited Parcel - USA: This affordable service includes tracking and up to $100 insurance on most shipments (terms and conditions apply). This service is available for items weighing under 30 kg (66 lb). Delivery time is typically 4-7 business days to most major urban centres (plus 1-5 business days for order processing), but may take longer in some cases.

    • GlobalPost - Standard International - This cost-effective service includes tracking and up to $100 insurance on most shipments (terms and conditions apply). This service is available for packages weighing up to 11 kg (24 lbs) to the U.S. and up to 25 kg for other international destinations. Delivery time is typically 6-10 business days to most major urban centres (plus 1-5 business days for order processing), but may take longer in some cases. We send packages to GlobalPost hubs for processing prior to international shipping.

    Shipping Options for Customers in Canada:

    • Canada Post Lettermail: This is a cost-effective service that is reliable overall, but does not include tracking or insurance. Consequently, it is not guaranteed. This service is only available for packages that meet Canada Post's associated size and weight specifications. Orders are typically delivered within 3-10 business days (plus 1-5 business days for order processing), but can sometimes take longer, especially for non-regional shipments. (e.g. Quebec to British Columbia)

    • Canada Post Expedited Parcel: this is a cost-effective ground delivery service for parcels within Canada. This service is tracked. Delivery standards are for items sent to most major urban centres and are estimates only.

    • UPS Standard: This service includes tracking. Delivery/transit time is typically 1-7 business days (plus 1-5 business days for order processing) with Saturday delivery available to major metropolitan areas across Canada, but may take longer. Please note that UPS does not deliver to Canada Post PO Boxes. UPS highly recommends including a phone number in the shipping information for delivery purposes.

    Delivery estimates for Expedited Parcel Service are as follows:
    Local: 1 business day (plus 1-5 business days for processing orders)
    Regional: 1-3 business days (plus 1-5 business days for processing orders)
    National: 2-7 business days (plus 1-5 business days for processing orders)

    • Xpresspost: fast, cost-effective and tracked shipping. Delivery standards are for items sent to most major urban centres and are estimates only.

    Delivery estimates for Xpresspost are as follows:
    Local: 1 business day (plus 1-5 business days for processing orders)
    Regional: 1-2 business days (plus 1-5 business days for processing orders)
    National: 2 business days (plus 1-5 business days for processing orders)

    Shipping Options for Customers Outside of Canada and the United States (Rest of World):

    For international shipments, the customer is responsible for any import duties or tariffs that may be required by their country's customs office prior to delivery. Please follow the tracking closely in case any delivery notices are missed. Shipping & handling charges are non-refundable for packages that are returned to sender for reasons including, but not limited to, being unclaimed, undeliverable as addressed, etc.

    • Canada Post - Tracked Packet - International: This cost-effective service includes tracking and up to $100 insurance on most shipments (terms and conditions apply). This service is available for items up to 2 kg, shipping to 38 select countries. Delivery time is typically 6-10 business days to most major urban centres (plus 1-5 business days for order processing), but may take longer in some cases.

    • Canada Post - Xpresspost - International: This service includes tracking and up to $100 liability insurance on most shipments (terms and conditions apply). Purchase additional liability for valuable parcels. This service is available for shipping to more than 70 select countries. Delivery time is typically 4-7 business days to most major urban centres (plus 1-5 business days for order processing), but may take longer in some cases.

    • GlobalPost - Standard International - This cost-effective service includes tracking and up to $100 insurance on most shipments (terms and conditions apply). This service is available for packages weighing up to 11 kg (24 lbs) to the U.S. and up to 25 kg for other international destinations. We send packages to GlobalPost hubs for processing prior to international dispatch which may take a few days. Delivery time is typically 10-14 business days to most major urban centres (plus 1-5 business days for internal order processing), but may take longer in some cases. GlobalPost offers end-to-end shipping services, including collection, processing, and final-mile delivery. They work with carefully chosen partners in each country, based on price, reliability, and features. In most cases, final mile delivery is completed by local postal carriers or couriers.


    Additional Notes

    1. Please be sure to provide a secure shipping address as there is no guarantee against theft or loss after delivery and the shipping costs are non-refundable for return to sender packages. If you would like to pay more for a signature requirement for delivery, please contact us before placing your order and we'll explore options. Otherwise, the carrier may leave the package at your door or in your mailbox, for example.

    2. Please monitor the tracking closely and sign up for carrier tracking updates if applicable. Please consult with your local postal service to facilitate delivery. If delivery is attempted, the carrier may leave a notice card, but we cannot guarantee this. We do not receive or send delivery notices. Shipping charges are non-refundable for packages returned to sender for reasons including, but not limited to, unclaimed, undeliverable as addressed, duties owed, etc., and must be paid again for subsequent reshipments.

    3. For security reasons, we do not always ship to freight forwarders, and when we do, delivery is not guaranteed. Once a package has been scanned as delivered, refunds or replacements are not possible under any circumstances. Orders for which the shipping address is attributed to a freight forwarder may be cancelled and refunded without being shipped.

    4. Delivery time estimates provided by the shipping services are approximate, and some orders take longer to be delivered. There is generally no on-time delivery guarantee. Your patience is much appreciated.