Shipping policy

ALL E.U. (INCLUDING NORTHERN IRELAND) CUSTOMERS...
Due to changes in GPSR regulations effective 13 December, 2024, DEFX can no longer ship to any EU countries. Unfortunately, we do have the resourses required to meet the new GPSR regulations. The only thing we can offer for these countries at check out is local pick up. If this option is viable for you, then please contact us to make arrangements.

ALL U.K. (NOT INCLUDING NORTHERN IRELAND) CUSTOMERS...
Due to recent Brexit rule changes regarding product importation, we have been facing a substantial increase in declared value parcels not being delivered within the usual timeline, and in some cases, not at all. For this reason WE WILL ONLY SHIP TO THE U.K. WITH TRACKING. This is the only way to ensure that you will at least know where your parcel is, and if it's being held up by Royal Mail for duties or tax assessment. We understand that this adds a considerable cost to the purchase, but we've had enough parcel non-deliveries to date that it has cost us a small fortune to send out free replacements. It is no longer financially viable for us to do so. 

DELIVERY TIMES

Standard delivery times to all destinations worldwide cannot be guaranteed.

During peak periods, we see average delivery times of;

- Canada - 2 to 3 weeks.

- United States - 3 to 5 weeks.

- Europe - 4 to 6 weeks (depending on the country).

AS SUCH, IF YOU ABSOLUTELY REQUIRE TRACKING, THEN SELECT THE TRACKING SERVICE OFFERED AT CHECK OUT.

Non-delivery (lost package) policy - please read carefully;
Until further notice, we will only be considering non-delivery issues once they surpass 60 business days* beyond the purchase ship date (sent by the shop "Shipped" email confirmation). In the case of non-delivery beyond 60 business days, we offer two options;

- Option 1 - For orders that were ordered without tracking, we will resend the order, with tracking added, at no cost, ONCE!. Please note that this option is also dependent on existing stock levels, so in some cases, substitutions or partial refunds may have to be offered as compensation. This option, if chosen, will close the non-delivery case, regardless of reception or not of the resent order. No other recourse or refund will be offered thereafter, even in the case of non-delivery of the resent order!

- Option 2 - Full refund of the original order. The non-delivery case will be considered closed thereafter!

For either option, if the original order somehow happens to find it's way to you thereafter, you're welcome to keep it.

Where all lost packages are concerned, all cases will be handled on a case by case basis.

Also note, if our records percive a particular shipping address or addresse to be problematic where non-delivery claims are concerned, we reserve the right to reject and refund any future orders from that address or addresse.

*Business days are considered as Monday to Friday.


Current DEFX shipping rates;
Are set and adjusted to reflect Canada Post Small Parcel Air rates (no tracking), or Tracked Small Parcel rates (where the service is available!). In all cases, these charges also include all fuel taxes, as well as all additional shipping, packaging, and handling fees.

*Shiiping rates reflect Small Parcel Air Rates, for most project boards, and are subject to change at any time without notice. Some larger project boards, projects that use multiple boards, or special project board(s) that we consider to require tracking, will be subject to higher postal rates due to size, weight, destination, and any other shipping, packaging, and handling fees required.

All orders are sent by "Small Parcel - Air Mail". While not related to the posted shipping rates, for destinations outside of Canada this may or may not incur additional duties by the customs authority of the destination country. ALL DUTIES AND/OR TAXES APPLIED BY THE DESTINATION COUNTRY AUTHORITIES, ARE WHOLLY THE RESPONSIBILITY OF THE PURCHASER!

Statement on DEFX Small Parcel - Air shipping policy;
As of July 2021, all parcels are shipped via Canada Post, Small Parcel - Air. We used to be able to send most boards via Letter Mail Air in the past, but the postal service has cracked down quite severly on this practice, and we started getting packets returned to us. This was adding many days to the delivery timeline, as well as additional costs for us in the shipping, so we had to drop the practice.

Canada Post states the following delivery times for the following destinations;
- Canada - 5 to 7 business days.*
- U.S. - 7 to 10 business days.*
- International - 10 to 14 business days.*

*Taken from Canada Post website, as of 09 Apr. 2018.

We can tell you right now, these times are rarely accurate. Shipments within Canada tend to be within these times, but U.S. and International are never within these parameters. U.S. tends to run between 10 to 20 business days, and up to 30 in some cases. International, I've seen go anywhere between 20 to 45 business days, depending on the destination.

The postal service "assumes" that other postal services will respect whatever postal convention is in place, hence their stated delivery times are based on these conventions. Fact of the matter is that this is rarely the case. Hence, we get the occasional "Where is my package?" email, or a (very) rare non-delivered package.

Regardless, we will continue to use the postal service, for the obvious economic reasons. As for timelines, these are completely out of our control, as well as the postal service's as soon as it's handed off to a foreign service.

RETURNED ORDERS DUE TO NON-DELIVERY ISSUE AT THE DESTINATION;
For any package that has been returned to us for any non-delivery issue at the destination, we will make every attempt to reach out to you to make alternate arrangements. ALL RETURNED ORDERS DUE TO NON-DELIVERY ISSUES AT THE DESTINATION END WILL BE SUBJECT TO A RESHIP SURCHARGE, IF A RESHIP IS REQUESTED BY THE CUSTOMER. RESHIP SURCHARGE WILL BE DETERMINED BY, AND DEPENDENT ON ORDER SIZE, WEIGHT, AND DESTINATION. IF A RESHIP IS DECLINED, OR THE CUSTOMER CANNOT BE CONTACTED FOR WHATEVER REASON, A FULL REFUND WILL BE ISSUED, AND THE MATTER WILL BE CONSIDERED CLOSED.

Personally, we would love to hand deliver each and every package ourselves, directly into your eagerly awaiting hands, but we all know that's impossible. All we can do is ask for your patience and understanding, and if something does go awry, know that we will do our level best to correct the situation.

Sincerely,
The DEFX crew.

Updated 20 December, 2024