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Shipping policy

Shipping Policy

Please review the details below to understand how we process, ship, and protect your order.

General Information

  • Check product availability before ordering. Each product page clearly lists availability (in stock, special order, or pre-order).

  • If your order includes both in-stock items (Brantford, Ontario) and special-order items, your entire order will ship together once all items have arrived at our facility.

    • Orders will not be split unless specifically requested. Additional shipping fees may apply for multiple shipments.

  • To avoid delays, we recommend placing separate orders for in-stock items you want shipped right away.

  • We do not ship to PO boxes.

1. Shipping Carriers

We ship orders using Canada Post, UPS, GLS, Canpar, or FedEx.

  • Example: If you choose Canada Post Expedited, but your order cannot ship through that method due to size, weight, or destination limits, we will use an alternate carrier that provides equal or faster service.

  • We may substitute carriers to save shipping costs or accommodate restrictions, but we will never downgrade your shipping speed.

  • Orders with free shipping ($350 CAD+ before tax, within Canada) will be shipped with the most suitable option based on size, weight, and destination.

2. Shipping Costs

  • Shipping costs are calculated at checkout based on your order’s size, weight, and destination.

  • Free Shipping applies to Canadian orders over $350 CAD before tax, excluding:

    • Nunavut, Northwest Territories, Yukon, Labrador

    • Oversized items

3. Delivery Terms (Domestic – Canada)

  • Typical transit time: 1–7 business days.

  • Orders over $350 CAD before tax require a signature upon delivery unless you request otherwise.

    • If you waive the signature requirement:

      • We are not responsible for lost or stolen packages.

      • Any additional shipping insurance will not cover loss or theft (damage remains covered).

  • Requests to waive signature must be made before the order ships (via phone, email, or live chat). Once shipped, the requirement cannot be removed.

  • Choosing a faster shipping option (Xpresspost, Priority, UPS Express, etc.) does not speed up the arrival of special-order items to our location. It only applies once the order has shipped from us to you.

4. Delivery Terms (International – USA Only)

  • Typical transit time: 2–14 business days.

  • We ship to the U.S. using UPS.

  • Shipping costs can be estimated at checkout before placing your order.

  • Customers are responsible for all customs fees, duties, brokerage fees, and tariffs.

    • We will not lower or devalue declared shipment values. Packages are always valued at the purchase price.

  • Orders over $350 CAD before tax require a signature unless you request otherwise (same conditions as domestic).

  • Check local/state laws before ordering. We are not responsible for items seized or returned due to legality issues.

  • Faster shipping options (UPS Express, Priority, etc.) do not shorten the special-order lead time.

5. Order Processing Time

  • Orders are usually shipped within 1–2 business days of payment (excluding pre-order/special-order items).

  • Same day shipping for UPS Express and Expedited shipping is not guaranteed.

    • Orders placed before 2:00 PM ET on business days may qualify for same-day shipment when selecting UPS Express or UPS Expedited, provided all items are in stock and the order does not require additional verification.

  • Lead times for pre-order, backorder, and special-order items vary by manufacturer and product availability. Any estimated lead times provided are estimates only and may change due to supplier, production, or shipping delays outside of our control.

  • By placing an order for pre-order, backorder, or special-order items, you acknowledge and agree that estimated lead times are subject to change and may vary due to factors outside of our control. Cancellation policies for pre-order, backorder, and special-order items remain applicable regardless of estimated or changing lead times.

6. Change of Delivery Address

  • You may request a delivery address change any time before dispatch.

7. Delivery Delays

  • If delivery exceeds the estimated timeframe, please contact us and we will investigate with the carrier.

8. Tracking

  • Once your order ships, you’ll receive an email with tracking details to monitor progress directly with the carrier.

9. Damaged Parcels

If your parcel arrives damaged:

  • If possible, reject the delivery and notify us immediately.

 

  • Contact us at sales@subiesupplyco.ca within:

    • 7 business days of delivery (FedEx, UPS, GLS, Canada Post).

    • 24 hours for freight shipments.

  • Provide photos of the damaged item(s), packaging, and shipping box. Do not discard packaging until our team advises you.

  • Do not attempt to install damaged products, as this may void the claim.

Our team will file a claim with the carrier and arrange a replacement according to carrier guidelines. Failure to notify us within the stated timeframe may limit our ability to help.

 

  • Replacement value is based on the purchase price and is non-negotiable.

10. Lost or Stolen Packages / Missing Items

  • If you suspect your package is lost, stolen, or missing items:

    • Contact us at sales@subiesupplyco.ca within 30 days of the original shipping date.

    • Claims made after 30 days cannot be refunded or replaced.

11. Cancellations

  • Orders may be canceled before shipping unless the product is marked “no cancellations”.

  • Some cancellations are subject to fees. Please refer to our Refund & Cancellation Policy.

  • Once shipped, cancellations are no longer possible (refer to refund policy).

12. Customer Service

For any shipping-related questions, contact us at sales@subiesupplyco.ca or use our website’s live chat.

13. Pick Up Orders

Customers who select local pickup at checkout will receive an email notification once their order is ready for pickup. Please wait for this confirmation before arriving, as not all items are immediately available.

Pickup Location:
164 Copernicus Blvd. unit #2, Brantford, Ontario

Pickup Hours:
Our standard business hous listed on our website and Google

Order Hold Time:
Orders will be held for 7 days from the date of the ready-for-pickup notification.

Unclaimed Orders:
If your order is not picked up within this 7-day window and no prior arrangements have been made, the order may be canceled and restocked. Any applicable cancellation or restocking fees may apply in accordance with our Refund & Cancellation Policy.

Pickup Requirements:
A valid government-issued ID is required at pickup
The name on the ID must match the order name
Your order number must be provided

If someone else will be picking up your order on your behalf, please contact us in advance with their name. 

 

ShipSmart Shipping Protection

Click HERE for details regarding our ShipSmart Shipping protection program


FREE SHIPPING OVER $350*

NO HIDDEN FEE OR DUTIES*

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