Shipping policy

Shipping Policy

This Shipping Policy explains how Auvessia processes and delivers orders. Delivery estimates are not guarantees unless we expressly confirm a fixed date. This policy supplements and does not limit mandatory rights under applicable Canadian consumer law.

1. Where We Ship

We currently ship to eligible delivery addresses in Canada, excluding Québec. We do not currently offer delivery through the English-language store to Québec or to destinations outside Canada. Some remote locations, post office boxes or carrier-restricted areas may not be serviceable; any known restriction will be shown at checkout or communicated before acceptance.

2. Processing Time

Orders are normally processed within one to five business days after payment is confirmed. Business days exclude Saturdays, Sundays and public holidays observed by the relevant fulfilment facility or carrier. Processing may take longer during promotions, peak periods, inventory checks or fraud reviews. We will contact you if a material delay affects your order.

3. Estimated Delivery Time

Standard delivery is generally estimated at 7 to 14 business days after dispatch. Remote destinations may take approximately 10 to 20 business days after dispatch. The estimate shown at checkout or in the order confirmation is the estimate applicable to your order.

Some products are shipped directly by international suppliers. Customs processing, weather, carrier disruption, peak demand and remote-area routing can affect delivery. If we become aware that delivery will be materially later than the stated estimate, we will provide an update where practicable.

4. Shipping Charges

Available delivery methods and shipping charges are shown before you submit the order. A free-shipping promotion applies only when its conditions are met. We do not add undisclosed mandatory non-government shipping or handling fees after an order is submitted.

5. Taxes, Duties and Import Charges

Applicable sales taxes and any duties or import charges collected by us will be shown at checkout. Where a government authority or carrier lawfully assesses a tax, duty or import charge that we do not collect, the customer may be responsible for paying it. We will disclose this possibility before purchase where it applies to the selected delivery method.

6. Tracking

When tracking is available, we will send a dispatch confirmation containing the tracking number or link. Tracking may take up to 48 hours to become active and may not update at every transit point. A tracking status is an estimate supplied by the carrier and does not replace your rights if the order is not delivered.

7. Split Shipments

Items in one order may be shipped separately because they are fulfilled from different locations or become available at different times. You will not be charged an additional shipping fee solely because we split an order after purchase, unless you requested and agreed to a different paid delivery method.

8. Delivery Address and Changes

You are responsible for entering a complete and accurate delivery address. Contact us immediately if you notice an error. We cannot guarantee an address change after processing or dispatch. If a parcel is returned because the address supplied was incomplete or incorrect, we will contact you about reshipment or refund options and may deduct reasonable, disclosed costs where permitted by law.

9. Delays and Statutory Cancellation Rights

If an order has not arrived by the end of the stated delivery estimate, contact us at info@auvessia.com. We will investigate with the carrier and provide an update or appropriate solution.

Depending on the law of your province or territory and the delivery information supplied when you ordered, you may have the right to cancel an online purchase if delivery does not occur within a prescribed period, including in some cases 30 days after a promised delivery date. Where such a right applies and you validly cancel, we will provide the refund and return-cost remedy required by law.

10. Lost, Damaged or Incorrect Shipments

Auvessia remains responsible for the order until it is delivered to the delivery address or recipient designated in the order, except where you independently arranged a carrier not offered by us or applicable law provides otherwise.

If a parcel is lost before delivery, arrives damaged or contains the wrong item, contact us promptly with the order number and any reasonably requested photos or information. Do not dispose of damaged packaging until we confirm it is no longer needed for the investigation. We will work with the carrier or supplier and provide an appropriate replacement, refund or other remedy under our Refund Policy and applicable law. We will not require you to pursue the carrier as your only remedy.

11. Marked Delivered but Not Received

If tracking shows “delivered” but you cannot locate the parcel, first check the delivery area, household members, building reception and any carrier delivery notice. Then contact us promptly. We will investigate the delivery scan and circumstances. Any remedy will take account of the evidence and your non-waivable consumer rights.

12. Refused or Unclaimed Parcels

If a parcel is refused or not collected and is returned to the approved facility, contact us. After the parcel is received and inspected, we may refund the item price less reasonable, disclosed shipping or return costs where the return is not caused by our error and where such a deduction is permitted by law. Customs charges or disposal costs caused by refusal may be non-refundable where lawful.

13. Contact

For shipping questions, email info@auvessia.com and include your order number.