Return policy
At Excellence Trade Ltd, we understand that timely and reliable shipping is crucial to your shopping experience. This Shipping Policy outlines the details of our shipping process, including delivery options, processing times, shipping costs, and more. Please read this policy carefully to ensure you have a clear understanding of how your orders will be shipped.
1. Shipping Destinations
We currently ship to addresses within Canada and the United States. We are working to expand our shipping destinations to other countries in the near future. If you are located outside of Canada or the United States and would like to purchase our products, please contact our customer service team to inquire about possible shipping arrangements.
2. Order Processing Time
Order processing time refers to the time it takes for us to prepare your order for shipment. This includes verifying your payment information, checking product availability, and packaging your items. Our standard order processing time is 1-3 business days. However, during peak periods such as holidays, sales events, or new product launches, processing time may be extended to 4-6 business days. We will notify you via email if there is a delay in processing your order.
Please note that order processing time is separate from shipping time. Shipping time refers to the time it takes for your package to be delivered to you after it has been shipped from our warehouse.
3. Shipping Methods and Times
We offer several shipping methods to meet your needs:
3.1 Standard Shipping
- Canada: Standard shipping within Canada is provided by Canada Post. Delivery time is typically 5-10 business days from the date of shipment.
- United States: Standard shipping to the United States is provided by USPS. Delivery time is usually 7-14 business days from the date of shipment.
3.2 Expedited Shipping
- Canada: Expedited shipping within Canada is available via Canada Post. Delivery time is generally 2-5 business days from the date of shipment.
- United States: Expedited shipping to the United States is offered through USPS Priority Mail. Delivery time is typically 3-7 business days from the date of shipment.
3.3 Express Shipping
- Canada: Express shipping within Canada is provided by Canada Post Express Post. Delivery time is usually 1-3 business days from the date of shipment.
- United States: Express shipping to the United States is available via USPS Express Mail. Delivery time is generally 1-3 business days from the date of shipment.
Please note that these shipping times are estimates and are not guaranteed. Factors such as weather conditions, customs delays, and carrier issues can affect delivery times.
4. Shipping Costs
Shipping costs are calculated based on the weight and dimensions of your package, the shipping destination, and the shipping method you choose. You can view the estimated shipping cost for your order during the checkout process, before completing your purchase.
4.1 Free Shipping Promotions
We occasionally offer free shipping promotions. These promotions may be applicable to orders over a certain dollar amount, specific products, or certain shipping destinations. Details of any current free shipping promotions will be displayed on our website.
5. Order Tracking
Once your order has been shipped, we will send you a shipping confirmation email containing a tracking number. You can use this tracking number to monitor the status of your shipment on the website of the respective carrier (Canada Post or USPS).
To track your order:
- Locate the tracking number in your shipping confirmation email.
- Visit the carrier's website (Canada Post: www.canadapost.ca; USPS: www.usps.com).
- Enter the tracking number in the designated tracking field.
- View the current status and estimated delivery date of your shipment.
If you do not receive a tracking number within the expected processing time, please contact our customer service team for assistance.
6. Address Accuracy
It is your responsibility to provide a complete and accurate shipping address. We cannot be held responsible for packages that are delayed, lost, or delivered to the wrong address due to incorrect or incomplete address information.
If you realize that you have provided an incorrect address after placing your order, please contact our customer service team immediately. If your order has not yet been shipped, we may be able to update the address for you. However, if the order has already been shipped, we cannot change the address, and you will be responsible for any additional costs associated with redirecting or reshipping the package.
7. Undeliverable Packages
If a package is returned to us as undeliverable (e.g., due to an incorrect address, the recipient is unavailable to accept delivery, or the package is unclaimed), we will notify you via email. You will have the option to have the package reshipped to a corrected address, in which case you will be responsible for the additional shipping costs, or to receive a refund for the product(s) (excluding the original shipping cost).
If we do not receive a response from you within 30 days of notifying you of the undeliverable package, we will process a refund for the product(s) (excluding the original shipping cost).
8. Lost or Stolen Packages
We take every precaution to ensure that your packages are delivered safely. However, in the event that a package is marked as delivered by the carrier but you have not received it, please follow these steps:
- Check with other members of your household, neighbors, or your building's management to see if someone else accepted the package.
- Check around your property for any possible delivery locations (e.g., porches, mailboxes, garages).
- Contact the carrier to inquire about the delivery details, including the delivery location and any proof of delivery (such as a signature).
If you are unable to locate your package after taking these steps, please contact our customer service team within 10 business days of the estimated delivery date. We will investigate the issue with the carrier. If the package is confirmed as lost or stolen, we will offer you a refund or a replacement, at our discretion.
Please note that we cannot be held responsible for packages that are lost or stolen after they have been delivered, as indicated by the carrier's tracking information.
9. International Shipping (United States)
For shipments to the United States, please be aware that import duties, taxes, and customs charges may be applicable. These charges are the responsibility of the recipient and are not included in the shipping cost or the price of the product.
Customs policies vary from country to country, so we recommend that you check with your local customs office to determine what, if any, additional charges you may be responsible for.
10. Shipping Restrictions
Certain products may be subject to shipping restrictions due to size, weight, or regulatory requirements. If a product you have ordered is subject to shipping restrictions, we will notify you via email and offer you a refund or an alternative product.
11. Changes to Shipping Policy
We reserve the right to modify this Shipping Policy at any time. Any changes will be posted on our website, and the "Last Updated" date will be revised. Your continued use of our website and services after the effective date of any changes constitutes your acceptance of the revised Shipping Policy.
If you have any questions or concerns about our Shipping Policy, please contact our customer service team.