ORDER, SHIPPING AND RETURN POLICY
A/ ORDER AND RETURN
IMPORTANT ORDERING INFORMATION
Due to the high volume of orders, items take 1-5 business days on average for processing.
SPECIAL ORDERS
Please note that the delivery time for special orders may be longer than for standard orders. Most special orders are still deliverable within 1-2 weeks. Some special order products (example for Food Processors, etc.) may take longer as they are not carried on site and must be ordered from our plant. If an order contains a special order product, the order will not be shipped out until it is complete (an additional shipping fee can be paid to have a partial order sent while waiting for the special order product). While we strive to maintain accurate product listings, some products in our selection have not been listed as special order products. We apologize for this inconvenience as we continue to update our product listings regularly, on a daily basis.
*To avoid this delay in shipping of an order, a customer can place two separate orders; one order with regularly stocked products, and a second order with special order products. Regularly stocked products in the order will be shipped as soon as the order has been processed (usually the same day). The second order will be shipped when all special order products have arrived.
For special orders, we strongly recommend that you contact us by phone, email or through our website contact form.
CANCELLATIONS
There is a cancellation fee of 10% of the subtotal of the order or a $10 minimum for orders with a subtotal less than $100 (no cancellations will be accepted after an order has been shipped).
CHANGING AN ORDER
Due to the complexity of locating orders once they have entered our order processing system, orders may not be changed, or added to once they have been processed. After an order has been placed, changes may be requested, but there is no guarantee that they can or will be honoured. Our toll phone numbers is 1-514-577-4552 or email us at shipping.orders@reelpur.com.
RETURNS
If for any reason you are not satisfied with a purchase, please call us (1-514-577-4552) to arrange for a refund or online store credit. Products considered to be defective can be returned to ReelPur Inc. within 30 days of the invoice date. Please email shipping.orders@reelpur.com or phone 1-514-577-4552 for a return authorization number, and return shipping instructions. All defective product returns must be accompanied by a return authorization number and a copy of your customer invoice.
B/ SHIPPING
WHERE WE SHIP (INCL. SHIPPING OPTIONS)
See specific details for Canada, United Stated and International at the bottom.
IMPORTANT GENERAL SHIPPING INFORMATION
Canadian orders for $75 or more (before taxes) will receive FREE (CAN) Shipping. U.S customers and International orders will receive live shipping quotes on check out.
Delivery days do not include weekends and statutory holidays.
All orders placed on the weekend or statutory holiday will be processed on the following business day.
For more information, please contact shipping at: shipping.orders@reelpur.com or call us at 1-514-577-4552.
*Please note that estimated delivery times apply only to major urban centres. Delivery times to rural areas will vary.
ORDERS OVER $150
Due to the nature of the products, orders totalling $150 or more may be asked to provide photo identification to match the credit card information. We will send an email requesting a scan to email of the credit card and matching photo identification. Customers failing to provide this information will have their orders cancelled and refunded. A processing fee (10%) will apply.
IMPORTANT INTERNATIONAL SHIPPING INFORMATION
- Delivery days may not include weekends and statutory holidays.
- Shipping times do not include any possible delay at your country’s customs.
- All additional charges and Customs clearance fees are the responsibility of the customer.
SPECIAL ORDERS
Please note that the delivery time for special order items may take longer than standard orders. Most special orders are still deliverable within 1-2 weeks. Special order products (e.g. for food processors, Private brands, etc.) are not carried on site and must be special ordered from our plant. If an order contains a special order product, the order will not be shipped out until the order is complete (an additional shipping fee can be paid to have a partial order sent while waiting for the special order product). While we strive to maintain accurate product listings, some products in our selection have not been listed as special order products. We apologize for this inconvenience as we continue to update our product listings, regularly, on a daily basis.
*To avoid this delay in shipping for an order, a customer can place two separate orders; one order with regularly stocked products, and a second order with special order products. Regularly stocked products in the order will be shipped as soon as the order has been processed (usually the same day). The second order will be shipped when all special order products have arrived.
Canada (specific details)
Please allow 1-5 business days to process your order. When your order is shipped, you will receive a notification email. We use Canada Post to ship all of our packages. All shipping costs are live quotes via Canada Post.
Canadian Shipping Options:
EXPEDITED PARCEL (1–10 BUSINESS DAYS)
- If your order total is over $75, you will instantly receive FREE Expedited Shipping!
- Orders under $75 will receive live shipping quotes from Canada Post upon check out
- Tracking available
- Coverage for loss or damage up to $100.00
XPRESSPOST (1–4 BUSINESS DAYS)
- All orders will receive live shipping quotes from Canada Post upon check out
- Tracking available Coverage for loss or damage up to $100
PRIORITY (14 BUSINESS DAYS)
- All orders will receive live shipping quotes from Canada Post upon check out
- Tracking available
- Coverage for loss or damage up to $100
**The above quoted shipping times apply to shipments between major urban centres. Delivery times to rural areas may vary.
**Please note that if any package is returned to us due to the package being deemed undeliverable as addressed (or similar reason), the purchaser of said package will be charged for the returned shipping cost.
For more information, please contact our shipping department at shipping.orders@reelpur.com.
United States (specifics)
Please allow 1-5 business days for processing. When your order is shipped out, you will receive a notification email. We use Canada Post to ship all of our packages and, once the package crosses the border, USPS handles delivery. All shipping costs are live quotes via Canada Post.
U.S. Shipping Options
SMALL PACKET AIR (10–20 BUSINESS DAYS)
- All orders will receive live shipping quotes from Canada Post on check out
- No tracking available
- No coverage for loss or damage
- Weight restriction: Orders over 1kg cannot be shipped via Small Packet Air and will need to be upgraded to Expedited Parcel (with an additional charge, an email will be sent and the charge will be put through upon approval)
TRACKED PACKET (7–10 BUSINESS DAYS)
- All orders will receive live shipping quotes from Canada Post on check out
- Tracking available
- Coverage for loss or damage up to $100
- Weight restriction: Orders over 1 kg cannot be shipped via Tracked Packet and will need to be upgraded to Expedited Parcel (with an additional charge, an email will be sent and the charge will be put through upon approval)
EXPEDITED PARCEL (5–8 BUSINESS DAYS)
- All orders will receive live shipping quotes from Canada Post on check out
- Tracking available
- Coverage for loss or damage up to $100
- Saturday delivery
XPRESSPOST (3–5 BUSINESS DAYS)
- All orders will receive live shipping quotes from Canada Post on check out
- Tracking available
- Coverage for loss or damage up to $100
- Saturday delivery
**The above quoted shipping times apply to shipments between major urban centres. Delivery times to rural areas may vary.
**Please note delivery times do not include any delays due to customs, which may take a few days or more.
**Please note that if any package is returned to us due to the package being deemed undeliverable as addressed (or similar reason), the purchaser of said package will be charged for the returned shipping cost.
For more information, please contact our shipping department at shipping.orders@reelpur.com.
International (specifics)
Please allow 1-3 business days for processing. When your order is shipped, you will receive a notification email. We use Canada Post to ship all of our packages, and once the package reaches the destination country, the local postal service handles delivery. All shipping costs are live quotes via Canada Post.
We offer Xpresspost International shipping service to almost all countries. Some countries have additional shipping services offered (Tracked Packet International, etc.). To find out the shipping price and option for your country, please add an item to your cart and click on “View Cart”. In the cart, please click on the words “Calculate Shipping and Handling” and select your country.
International Shipping Options
TRACKED PACKET INTERNATIONAL (8–10 BUSINESS DAYS)
- All orders will receive live shipping quotes from Canada Post on check out
- Tracking available
- Coverage for loss or damage up to $100
- Weight restriction: Orders over 2kg cannot be shipped via Tracked Packet International and will need to be upgraded to Xpresspost International (with an additional charge, an email will be sent and the charge will be put through upon approval)
- Only available for some countries
XPRESSPOST INTERNATIONAL (5–10 BUSINESS DAYS)
- All orders will receive live shipping quotes from Canada Post on check out
- Tracking available
- Coverage for loss or damage up to $100.00
**Please note delivery times do not include any delays due to customs, which may take a few days or more.
**Please note that any package returned to us because the package could not clear customs (due to items that are prohibited to import, etc) or was undeliverable as addressed (and returned to us due to this) will be charged for the return shipping cost.
**Please note that we are not responsible for any fees/taxes/duties, etc. that are charged by customs in your country.
**Please ensure that the products you are purchasing are allowed for import by your country’s customs. As we ship packages around the world, it is not feasible to keep track of all customs requirements for importing packages into different countries. We are not responsible for products prohibited and confiscated by customs in your country.
For more information, please contact shipping at shipping.orders@reelpur.com.