When I have news I'll do my best to update this page!

Hello Everyone,&#xA0;This page is to try to improve individual product updates.&#xA0;When I have news I&apos;ll do my best to update this page, otherwise no news means its still being produced or shipped to us or that I have nothing to report. Thank you all! Jerrold Deskhero.ca<h1 id="ongoing-updates-february-24">Ongoing Updates (February 24)&#xA0;</h1><ul><li style="font-size: 12px;">UPS and Canada Post has temporarily suspended air package services to the Ukraine, Russia and Belarus and will not accept any mail pieces to these countries.</li><li style="font-size: 12px;">Once your Group Buy/Pre-order has been fulfilled, you will receive a shipping confirmation email with tracking.</li><li style="font-size: 12px;">Be sure to notify us of any address changes. </li></ul>Fulfillment schedule below is an estimate only and is&#xA0;subject to change without notice. New updates are in&#xA0;red.&#xA0;<table style="width: 100%; margin-left: calc(0%);" class="fr-table-selection-hover"><tbody><tr><td style="width: 50.0000%;">Shipping in Progress: </td><td style="width: 50%; text-align: left; vertical-align: bottom;"><ul><li style="font-size: 12px;" id="isPasted">DK1-60 GDK Labs x Wuque Keyboard Kit - Shipping w/o Feb. 24</li></ul></td></tr><tr><td style="width: 50.0000%;">Have Arrived. In processing: </td><td style="width: 50%; vertical-align: bottom;"><ul><li style="font-size: 12px;" id="isPasted">GMK Gorp Keycaps. Awaiting deskmats to arrive. Delayed. Deskmats new estimated shipping April 2026&#xA0;</li></ul></td></tr><tr><td style="width: 50.0000%;">Almost Here! Be sure to let us know of any address changes: </td><td style="width: 50%; vertical-align: bottom;"><ul><li style="font-size: 12px;" id="isPasted">GMK Nord Deskmats - Corrected: TBC</li></ul> </td></tr><tr><td style="width: 50.0000%;">In Transit: On it&apos;s way to DESKHERO: </td><td style="width: 50%; vertical-align: bottom;"><ul><li style="font-size: 12px;" id="isPasted">British Racing Green: Still awaiting Rim artisan.</li><li style="font-size: 12px;">Bridge 75 Pre-order: On it&apos;s way to our warehouse</li><li style="font-size: 12px;">Neo75 - Estimated shipping end of Q1, 2026</li><li style="font-size: 12px;">Neo98 - Estimated shipping end of Q1, 2026</li><li style="font-size: 12px;">Alice Duo - Delayed. New estimated shipping late Q1 2026</li></ul></td></tr><tr><td style="width: 50.0000%;">Shipping Complete (or Almost): </td><td style="width: 50%; vertical-align: bottom;"><ul id="isPasted"><li style="font-size: 12px;">Neo80 Cu Keyboard - Batch 2&#xA0;- Shipping complete.</li><li style="font-size: 12px;">Class65 V3 Keyboards&#xA0;- Shipping complete.</li><li style="font-size: 12px;">KAP MV Classic Keycaps - Shipping complete.</li></ul></td></tr></tbody></table> For all other Group Buy/Pre-order items click the category below for updates:&#xA0;*If your order incudes any other products not yet in stock, shipment will have to wait till all products are received:<ul><li style="font-size: 14px;"><a href="https://help.deskhero.ca/en-US/4855831-0212433130e848b3b2d8e0b21dc599fd" target="_blank" rel="noopener noreferrer">Group Buy Keysets</a></li><li style="font-size: 14px;"><a href="https://help.deskhero.ca/en-US/4855887-1914e0591eab43d7be7624e4e0fe79f4" target="_blank" rel="noopener noreferrer">Group Buy Deskmats</a></li><li style="font-size: 14px;"><a href="https://help.deskhero.ca/en-US/4856503-f06bc82127c040aa811882c74587ad48" target="_blank" rel="noopener noreferrer">Group Buy Accessories</a></li><li style="font-size: 14px;"><a href="https://help.deskhero.ca/en-US/4856504-4d36767197f94dc8bc00e9c5730ddfc8" target="_blank" rel="noopener noreferrer">Group Buy Keyboards</a></li></ul>

Group Buy/Pre-Order Shipping Updates

Yes, once your order has been fulfilled, we will send you a shipping notification with tracking details.

<ul><li style="font-size: 14px; font-weight: bold; font-family: Arial, Helvetica, sans-serif;">Yes, once your order has been fulfilled, we will send you a shipping notification with tracking details. </li><li id="isPasted" style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Please check your order once you get a shipping/tracking notification to ensure that the shipping address is correct. This gives us a chance to perform any redirection operations if possible. Re-routing/intercepting a package is done as a courtesy and cannot be guaranteed. Please provide ample time for address changes prior to fulfillment to ensure your package gets delivered to you.} </li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">If your order has been fulfilled and you still require an address change, reach out to the carrier first to request a redirection (UPS, Canada Post, Fedex, etc.) as we may not be able to process your request in time.&#xA0; </li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Once shipping confirmation is provided, it is up to the customer to track the package and follow any updates on delivery. It is the customer&apos;s responsibility to pick up any packages left at a pick up location. Be sure to let us know if you haven&apos;t received your package after 12 business days&#xA0;after the expected delivery date. Any carrier claims of missing packages must be submitted within 90 days (domestic) in order to do an investigation and be eligible for compensation through any&#xA0;<a href="https://www.deskhero.ca/products/shipping-protection-coverage?_pos=1&amp;_sid=e6f008aea&amp;_ss=r" rel="noopener noreferrer" target="_blank">Shipping Protection</a> purchased. </li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Customers will be responsible for any charges for re-routing and/or re-shipping of orders. Undeliverable (failed delivery attempts due to customer unavailability) or Unclaimed/Moved/Unknown packages that are returned to us are also subject to a&#xA0;5% processing fee to reship and are non-refundable. </li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">The single best way to make sure you get your package after months in production is to use CanadaPost Flex Address. Register here: <a data-fr-linked="true" href="https://www.canadapost.ca/cpc/en/personal/receiving/alternative-delivery/flexdelivery.page&#xA0;">https://www.canadapost.ca/cpc/en/personal/receiving/alternative-delivery/flexdelivery.page&amp;nbsp;</a> Note: Notifications of address changes must be made at least 5 business days prior to fulfillment/order shipments. Re-routing/intercepting a package is done as a courtesy and cannot be guaranteed. Please provide ample time for address changes prior to fulfillment to ensure your package gets delivered to you.</li></ul>

Will I Get A Shipping Notification?

Fulfillment is usually within 1-3 business days for in-stock/ready ship items prior to shipping. Once your order has been fulfilled, we will email you a tracking number for the shipment.

<ul><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Fulfillment is usually within&#xA0;1-3 business days for&#xA0;in-stock/ready ship items prior to shipping. Once your order has been fulfilled, we will email you a tracking number for the shipment. </li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">In most cases, your package will be delivered within the estimated time of arrival. However, the actual delivery date may be affected by unforeseen circumstances outside of the carrier&#x2019;s control such as transportation delays, severe weather conditions, invalid addresses, customs clearance procedures, and other external factors. All carrier delivery dates are considered estimates only and cannot be guaranteed. An attempted delivery on or before the estimated delivery date is considered meeting the carrier&#x2019;s delivery timeline. An offer by the carrier of a delivery appointment on or before the estimated delivery date is considered meeting the carrier&#x2019;s delivery timeline. Please refer to the tracking information for the most accurate delivery date. </li><li style="font-size: 14px; font-weight: bold; font-family: Arial, Helvetica, sans-serif;">During peak sale season or sale events, the delivery time of your package(s) may take longer. Please continue to track your package for updates. </li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Once shipping confirmation is provided, it is up to the customer to track the package and follow any updates on delivery. It is the customer&apos;s responsibility to pick up any packages left at a pick up location if a delivery attempt failed due to customer unavailability. &#xA0;Be sure to let us know at <a href="mailto:support@deskhero.ca">support@deskhero.ca</a> if you haven&apos;t received your package after 12 business days past the expected delivery date. Any carrier claims of missing packages must be submitted within&#xA0;90&#xA0;days (domestic)/180 days (international)* was shipped out in order to do an investigation and be eligible for compensation through any&#xA0;<a href="https://www.deskhero.ca/products/shipping-protection-coverage?_pos=1&amp;_sid=2e7962d8f&amp;_ss=r" rel="noopener noreferrer" target="_blank">Shipping Protection</a> purchased. </li></ul>Other people received their Group Buy/Pre-order but I have not - why is that?<ul><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">If your order incudes any other products not yet in stock, shipment will have to wait till all products in your order have been received. When placing an order with us, shipping costs are calculated for one shipment only. If you would like to split ship your order, please let us know and we can arrange/invoice you for additional shipping.</li></ul> What is the estimated shipping time on Group Buys/Pre-orders?<ul><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">GMK/KAT typically begin shipping 12-14 months after the end of the Group Buy ePBT/SA/Infinikey typically begins shipping 10-12 months after the end of the Group Buy Deskmats typically begin shipping 9-11 months after the end of the Group Buy</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Note: The estimated date of delivery for any Group Buy/Preorder is just that - an estimate. Delays and setbacks may occur and are not uncommon.</li></ul> Is there a Delay on my Group Buy/Pre-order?<ul><li id="isPasted" style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Delays are not uncommon for Group Buys/Pre-orders due to manufacturing set backs, fluctuating production and transit times as well as changes concerning the current Covid situation. All shipping dates on our GB product pages are estimates only. We have an <a href="https://www.deskhero.ca/blogs/news/weekly-updates" rel="noopener noreferrer" target="_blank">Updates page</a> on Deskhero.ca that you can check in on to see news on upcoming shipments.</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">When we do have something new to report including when shipping to customers will begin we will add it to this Updates page. Once your order has been fulfilled, we will email you a tracking number for the shipment.</li></ul> My shipment hasn&apos;t moved<ul><li id="isPasted" style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Once our shipping partner picks up a package, they are responsible and held liable to deliver your order. However, we are here to help you with any suspected lost packages that are still in the carrier&apos;s mail stream.&#xA0;</li><li id="isPasted" style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Please contact us a <a href="mailto:support@deskhero.ca">support@deskhero.ca</a> if the tracking on your domestic shipment has not updated within the last 7 business days or if you haven&apos;t received your package after 12 business days past the expected delivery date. We can reach out to the carrier to start an investigation/and or claim. International orders are eligible for a claim after 20 days of no movement.&#xA0;</li><li id="isPasted" style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">If you are outside of Canada, and your package has reached customs in your area - be sure to verify with the carrier you had chosen (Fedex, UPS etc.) if any import costs are due. If you selected Canada Post, they will hand off any international shipments to the local carrier in your country once it hits customs. Be sure to continue to track your package using your local postal service.</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Any carrier claims for UPS/Canada Post must be submitted within 60 days (domestic)/180 days (international)* from when the package was shipped out, to be eligible for any compensation for those who purchased <a href="https://www.deskhero.ca/products/shipping-protection-coverage?_pos=1&amp;_sid=2cc55d7b7&amp;_ss=r" rel="noopener noreferrer" target="_blank">Shipping Protection.</a></li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">We can begin a trace investigation&#xA0;once a package has clearly stopped making progress, when peak-season delays and holidays have already been accounted for, and is past the carrier&#x2019;s normal delivery window.</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">We cannot start an investigation so early that the carrier will automatically reject it. </li></ul>Lost Package Investigation Policy<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">In the event that a shipment appears delayed or missing, a carrier investigation (trace) must be initiated and completed before a refund or replacement can be issued.</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;"><div data-block="true" data-editor="3t3c7" data-offset-key="8damp-0-0" id="isPasted"><div data-offset-key="8damp-0-0">We must be notified if you haven&apos;t received your package after&#xA0;12 business days past the expected delivery date. &#xA0;Please see&#xA0;<a href="https://help.deskhero.ca/en-US/where-is-my-order-261912" target="_blank" rel="noopener noreferrer" style=" text-decoration: none !important;">HELP DESK</a> for more.</div></div></li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;"><div data-block="true" data-editor="3t3c7" data-offset-key="8damp-0-0" id="isPasted"><div data-offset-key="8damp-0-0">Any claims of missing packages must be submitted to the carrier&#xA0;within 60 days (domestic)/180 days (international)* of the package being shipped out in order to do an investigation and be eligible for compensation through any Shipping Protection purchased.</div></div></li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Once an investigation is opened, the package must be officially confirmed as lost by the carrier. Until the carrier provides this confirmation, the shipment is considered in transit and remains outside our control.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Refunds or reshipments will only be processed after:<ul style="font-family: initial; font-size: initial;"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">The carrier has completed their investigation, and</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">The package has been formally classified as lost by the carrier and</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;"><a href="https://www.deskhero.ca/products/shipping-protection-coverage?_pos=1&amp;_sid=2cc55d7b7&amp;_ss=r" target="_blank" rel="noopener noreferrer">Shipping Protection&#xA0;</a>was added to the order&#xA0;</li></ul></li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Only orders that included <a href="https://www.deskhero.ca/products/shipping-protection-coverage?_pos=1&amp;_psq=shipping+protection&amp;_ss=e&amp;_v=1.0" target="_blank" rel="noopener noreferrer" style=" text-decoration: none !important;">Shipping Protection</a> are eligible for a full credit/refund if the claim is approved. Otherwise, we will pass on any credit provided by the carrier if the claim is approved, in other words they deem the package was lost on the fault of their own.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">This process ensures accuracy and prevents duplicate deliveries, as packages may still arrive during the investigation period&#x2014;particularly during peak shipping seasons.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">We appreciate your patience and understanding while we work with the carrier to resolve the issue as quickly as possible. *Submitting a claim has to be taken care of within a timely manner of delivery. The time-frame for submitting claims varies by country. </li></ul>Tracking says it&apos;s been delivered but I did not receive my package<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">There are times that tracking shows delivered but it doesn&apos;t get dropped off until later that day or the next day. If you still haven&apos;t received the package in 3 business days and have checked around porches, at back doors, behind planters, your concierge or larger parcel boxes at your community mailbox (if applicable) or with other household members or neighbours, please contact <a href="mailto:support@deskhero.ca">support@deskhero.ca</a> and we can start an investigation/claim for you.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">For any issues we must wait until the conclusion of any investigations done by the shipping carrier. &#xA0;If they deem that the product was lost or damaged on the fault of their own, the customer will be offered three options if <a href="https://www.deskhero.ca/products/shipping-protection-coverage?_pos=4&amp;_sid=7d4738bcd&amp;_ss=r" rel="noopener noreferrer" target="_blank">Shipping Protection&#xA0;</a>was included in the order:</li></ul><ol><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Reship the product (if in stock)</li><li data-start="115" data-end="205" style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Issue store credit for the full value of the product item(s), plus an additional 5%.</li><li data-start="115" data-end="205" style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Provide a full refund for the product item(s) to the original payment method used.</li></ol><ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">If the carrier deems that the product was lost or damaged on the fault of their own, but Shipping Protection was NOT included at time of purchase, we will do our best to assist you.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">If the conclusion to the investigation is found that the package was delivered successfully with no evidence of mishandling the delivery, the carrier claim will be denied and the order will not be eligible for coverage.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Deskhero is not liable for stolen packages from customer property after a successful delivery has been made.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Shipping Protection does NOT include porch pirates/stolen products from your property after it has been delivered however.&#xA0;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Consider adding&#xA0;<a href="https://www.deskhero.ca/products/signature-required-on-delivery?_pos=1&amp;_sid=7d4738bcd&amp;_ss=r" rel="noopener noreferrer" target="_blank">Signature Required on Delivery</a> as this will help prevent stolen packages. Please be mindful of your deliveries from Deskhero.ca </li></ul>Can I get my lost item re-shipped?<ul><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Once our shipping partner picks up a package, they are responsible and held liable to deliver your order. However, we will do our best to work with you to resolve the issue.&#xA0;</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Due to the limited quantities of our products, we are unable to guarantee an equal replacement.</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">If you had included&#xA0;<a href="https://www.deskhero.ca/products/shipping-protection-coverage?_pos=1&amp;_psq=Shipping+protection&amp;_ss=e&amp;_v=1.0" rel="noopener noreferrer" target="_blank">Shipping Protection&#xA0;</a>in your order and the claim has been approved after a carrier investigation, we will refund you the full amount of your order to the original payment method used. If you had not purchased Shipping Protection then we will do our best to provide a solution for you once a carrier investigation is completed. </li></ul>Would I Get Partial Shipping If Some Items Have Not Yet Arrived?<ul><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Unfortunately no; if your order incudes any other products not yet in stock, shipment will have to wait till all products in your order have been received. When placing an order with us, shipping costs are calculated for one shipment only. If you would like to split ship your order, please let us know and we can arrange for additional shipping. *Submitting a claim has to be taken care of within a timely manner of delivery. The timeframe for submitting claims varies by country.</li></ul>

Where is My Order?

Answers to frequently asked shipping questions

<ul><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Fulfillment is usually within&#xA0;1-3 business days for&#xA0;in-stock/ready ship items prior to shipping. Once your order has been fulfilled, we will email you a tracking number for the shipment. </li><li id="isPasted" style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;"><span style="color: rgb(34, 34, 34); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">When placing an order with us, shipping costs are calculated for one shipment only. If your order incudes any other products not yet in stock&#xA0;(Group Buy/Pre-order items),&#xA0;shipment will have to wait till all products are received. If you would like to split ship your order, please let us know and we can arrange/invoice you for additional shipping. </li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">In most cases, your package will be delivered within the estimated time of arrival. However, the actual delivery date may be affected by transportation delays, severe weather conditions, invalid addresses, customs clearance procedures, and other external&#xA0;factors. Please refer to the tracking information for the most accurate delivery date. </li></ul>Do You Ship Internationally?<ul><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Yes we ship worldwide - but some specific addresses might not work if our carriers cannot reach that area. If you try running through the checkout process you should be able to select name of country and then enter in your postal/zip code to see if it works.&#xA0;</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Shipping rates do not include any additional customs duties, tariffs, VAT or import fees that may apply. Please note that customers are responsible for checking their country&#x2019;s import policies before placing an international order.</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">If you choose Canada Post as your carrier*, once the package arrives in your country, it is handed off to the local post carrier - so please check your local post site for the most up to date tracking.</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Any Free Shipping offers are applicable to the postage charges only. It does not apply to any brokerage or customs fees required in your country. Free Shipping offers also do not include personal hand-off or signature upon delivery service.&#xA0;</li></ul>*Canada Post carrier services: Tracked Packet International, International Parcel Air, Xpresspost International, Expedited Parcel, Expedited Parcel USA, Regular Parcel, Tracked Packet USA, Xpresspost, Xpresspost USA, etc.Are there Customs/Import Fees for Orders Outside of Canada?<ul><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">If you are NOT in Canada, there may be additional brokerage/import fees or duties depending on what the customs tax rate is in your country. Please look out for any notices from the carrier for any fees due upon delivery.</li><li id="isPasted" style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">&#xA0;Any Free Shipping offers are applicable to the postage charges only. It does not apply to any brokerage or customs fees required in your country. Free Shipping offers also do not include personal hand-off or signature upon delivery service.</li><li id="isPasted" style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Any duties, import taxes, or customs fees paid at checkout or upon delivery are non-refundable by us, as these charges are collected by the U.S. government.</li></ul>&#xA0;Do You Ship to PO Boxes?&#xA0;<ul><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Yes we can ship to PO Boxes within Canada but only through Canada Post. Or through USPS in the United States.</li></ul> Do You Offer Local Pick up?<ul><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Due to the current Covid situation we can no longer offer Local Pickup and are not yet set up for curbside delivery. &#xA0;We&apos;re working on it and hoping local pick up/curbside delivery will be doable in the future.</li></ul> What is Additional&#xA0;<a href="https://www.deskhero.ca/products/shipping-protection-coverage?_pos=1&amp;_sid=04574f0b9&amp;_ss=r" rel="noopener noreferrer" target="_blank">Shipping Protection</a>?<ul><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Since Route is not clear when it comes to supporting pre-orders/group buys, we&apos;re allowing customers to add Additional Shipping Protection to their order.&#xA0;</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Each unit covers up to $100 worth in value.</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">For any issues we must wait until the conclusion of any investigations done by the shipping carrier. &#xA0;If they deem that the product was lost or damaged on the fault of their own, the customer will be offered three options:</li></ul><ol><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Reship the product (if in stock)</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Issue store credit for the full amount of the original purchase plus 5%</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Provide a full refund to the original payment method used</li></ol><ul><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">If the carrier deems that the product was lost or damaged on the fault of their own, but Shipping Protection was NOT included at time of purchase, please contact <a data-fr-linked="true" href="mailto:support@deskhero.ca">support@deskhero.ca</a> for assistance on resolutions available.</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">This does NOT include porch pirates/stolen products from your property after it has been delivered however. &#xA0;</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">If theft is a worry then you may want to consider adding&#xA0;<a href="https://www.deskhero.ca/products/signature-required-on-delivery?_pos=1&amp;_psq=signature&amp;_ss=e&amp;_v=1.0" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank">Signature Required On Delivery.</a>&#xA0;</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Please be mindful of your deliveries from Deskhero.ca</li></ul>

Shipping FAQ

The shipping prices that are shown are directly pulled from our carrier services.

<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">The shipping prices that are shown are directly pulled from Canada Post, USPS, Fedex, UPS, etc., and are the actual price. These are the cheapest prices we are able to get. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">We do sometimes offer&#xA0;<a href="https://help.deskhero.ca/en-US/454083-6b33b853b0b24080a59ad60111535b71" rel="noopener noreferrer" target="_blank">Free Shipping</a> for most orders over $100 CAD within Canada and the US. Limited time only. Some exclusions apply. </li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Check out our <a href="https://www.deskhero.ca/collections/hero-prime-program" rel="noopener noreferrer" target="_blank">Prime Membership Program&#xA0;</a>to get FREE SHIPPING* on all your orders. Some exclusions apply.</li></ul>*Free shipping offers are applicable to the postage charges only. It does not apply to any brokerage or customs fees (if applicable) required in your country. &#xA0;Free Shipping offers also do not include personal hand-off or signature upon delivery service. Will you mark down the value of my order for customs?<ul><li style="box-sizing: inherit; -webkit-font-smoothing: antialiased; text-size-adjust: none; -webkit-tap-highlight-color: rgba(0, 0, 0, 0); font-family: Arial, Helvetica, sans-serif; font-size: 14px;">No. We will be as compliant to laws &amp; regulations as much as possible. </li></ul>Can I combine two or more in-stock orders to save on shipping?<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Unfortunately, combining orders need to be done manually and has caused too many errors with fulfillment to split it out.&#xA0;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">If two or more in-stock orders are made within a few days then we can attempt to combine them but cannot offer any guarantees.&#xA0;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">If we are able to combine orders, we will refund partial or full shipping costs on the one order depending on if there is any change to the weight or size of the box. Please reach out to <a href="mailto:support@deskhero.ca">support@deskhero.ca</a> to make the request.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Please be mindful of your final order!</li></ul>

Can You Offer Cheaper Shipping?

The easiest way to change a shipping address is through a Free Deskhero Account. Click for details.

<ul><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">How can I change/correct the shipping address for my order? &#xA0;<ul style="font-size: initial; font-family: initial;"><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">If you need to change the address of a unfulfilled order, you will need to notify us via email at <a href="mailto:support@deskhero.ca" id="isPasted">support@deskhero.ca</a> of your new shipping address. Please include the following in the Subject Line: &quot;Address Change Needed&quot;.</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">If a new address is needed for a recent order (less than 90 days), it may be best to&#xA0;cancel your order through your <a href="https://www.deskhero.ca/account/login" id="isPasted" rel="noopener noreferrer" target="_blank">Deskhero account</a>&#xA0;and place a new order as we may not be able to process your request prior to fulfillment. </li></ul></li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Please make sure the address, phone number, postal code is correct as&#xA0;<a href="https://www.deskhero.ca/products/shipping-protection-coverage?_pos=1&amp;_sid=b03bda6e7&amp;_ss=r" rel="noopener noreferrer" target="_blank">Shipping Protection</a> will not cover any shipments not received due to incorrect address. Please note that depending on where you are changing the address to, there may be additional shipping charges. </li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">It is up to the customer to keep track of their orders, this includes tracking the package once shipping confirmation has been provided and following up on any updates on delivery or lack there of.&#xA0; </li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">The shipping address provided by the customer is confirmed in both the order and shipping confirmations. It is up to the customer to verify its accuracy before fulfillment.</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Updating your Deskhero Default Address will only affect new orders (not previous orders made/unfulfilled orders). </li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">I Forgot to Update My Address and My Package has Shipped<ul style="font-size: initial; font-family: initial;"><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">If your order has been fulfilled and you still require an address change, reach out to the carrier first to request a redirection (UPS, Canada Post, etc.) as we may not be able to process your request in time.&#xA0;</li><li id="isPasted" style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Deskhero is not liable for address changes that we are not notified of via email or notified of after fulfillment has occurred. As Customer Support is only available M-F and not on Canadian Holidays, we cannot guarantee that your address change request will be processed before it reaches the fulfillment queue so please provide ample time to allow for changes to be made.</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Customers will be responsible for any charges for re-routing and/or re-shipping of orders due to:</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">New addresses we were not informed of prior to fulfillment</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Any unclaimed packages where receiver did not collect package</li><li style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Incomplete/Incorrect shipping addresses (eg. missing unit/suite/apt. numbers). Shipping cost for the initial shipment are non-refundable.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Unclaimed/Moved/Unknown packages or package that are returned to us due to incorrect addresses are also subject to a 5% processing fee to reship.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Order cancellations due to a RTS package will only be permitted on a case-by-case basis. For these exceptions, the initial shipping costs of the RTS order is non-refundable and will include a 5% processing fee. Any Free Shipping offers will be become invalid and will be charged to the customer.</li></ul></li></ul>Note: Notifications of address changes must be made at least 5 business days prior to fulfillment/order shipments. Re-routing/intercepting a package is done as a courtesy and cannot be guaranteed - charges may apply.&#xA0;Please provide ample time for address changes prior to fulfillment to ensure your package gets delivered to you.

I moved/I Entered the Wrong Address!

If a package is refused and returned to us by the carrier - fees will apply.

Refused Package Policy:If a package is refused and returned to us by the carrier, the following will apply: 1. Original Shipping Fees Are Non-Refundable Shipping costs paid at checkout will not be refunded. 2. Return Shipping &amp; Refusal Fees We reserve the right to deduct the return shipping fee and any carrier-imposed refusal or handling charges from your refund. These fees vary depending on the carrier and destination. 3. Restocking Fee&#xA0; A restocking fee of&#xA0;15% will apply to cover handling and repackaging. 4. International Orders &#x2013; Customs &amp; Duties For international shipments, if a package is refused due to customs duties, taxes, or other import fees, those charges will not be refunded, and any return shipping or abandonment fees will be deducted from your refund. 5. No Refund on Abandoned Packages If a package is refused and not returned (e.g. destroyed or abandoned by the carrier), no refund will be issued. Note: To avoid unexpected fees, please review your country&#x2019;s import policies or contact us if you have any questions before placing your order.Refusing a package doesn&apos;t always provide a tracking number for the return. Without tracking, it&apos;s harder to confirm the package&apos;s return, which could affect your refund.If you&apos;ve already received the package, it&apos;s recommended you reach out to us at support@deskhero.ca to initiate a return. This method provides tracking and ensures the return is processed efficiently.&#xA0;Click <a href="https://ised-isde.canada.ca/site/office-consumer-affairs/en/business-practices-and-consumer-concerns/refund-and-exchange?fbclid=IwY2xjawLc341leHRuA2FlbQIxMABicmlkETFGQVJUV1MwQlZqZVlPcEtvAR4Uumcn2Qi010Ocz-IwGfzhgjh_zIkecgQ7x4BqO2N0DNkLhup_UMURXa8taQ_aem_k5cKrRxM6Z_z_8tX1GajnQ">here</a> for more.

What Happens If I Refuse My Package?

The shipping prices that are shown are directly pulled from CanadaPost, USPS, Fedex, and UPS, and are the actual price. These are the cheapest prices we are able to get.

*FREE 2-3 Business Day Standard Shipping is available within&#xA0;Canada&#xA0; for in-stock orders over $100 CAD before tax,&#xA0;and FREE 5-7 Business Days Standard Tracked Package within the&#xA0;US for in-stock orders over $100 USD before tax. Some exclusions apply (typically some mice and keyboards and specific areas that cannot be reached by our carriers).Available for a limited time only. Deskhero reserves the right to choose the carrier service used and to combine any other orders with the free shipping offer going to the same addressee. Deskhero reserves the right to modify, suspend, or terminate this promotional offer at any time without prior notice, including but not limited to situations involving pricing errors, stock limitations, or delivery delays. By placing an order under this promotion, you agree to all terms outlined above.The transit time is typically 2-3 business days in Canada and 5-7 business day for the US but this is an estimate only and is subject to change* (may take a bit longer for more rural areas). &#xA0;Please keep in mind that order processing for in-stock items is typically 1-3 business days prior to shipping.Free shipping does not include&#xA0;<a href="https://www.deskhero.ca/products/signature-required-on-delivery" rel="noopener noreferrer" target="_blank">Signature Required&#xA0;</a>upon delivery service or&#xA0;<a href="https://www.deskhero.ca/products/shipping-protection-coverage" rel="noopener noreferrer" target="_blank">Shipping Protection</a>&#xA0;for items lost in transit or theft after delivery has been made. Do not leave your packages unattended.Free shipping offers are applicable to the postage charges only. It does NOT apply to any brokerage, tariff, duties, tax, or customs/import fees&#xA0;(if applicable) required in your country. Please note that customers are responsible for checking their country&#x2019;s import policies before placing an international order.Check out our <a href="https://www.deskhero.ca/collections/hero-prime-program" rel="noopener noreferrer" style="box-sizing: inherit; background-color: transparent; color: rgb(235, 20, 76); text-decoration: none; cursor: pointer; transition: color 200ms linear 0s;" target="_blank">Prime Membership Program&#xA0;</a>to get FREE SHIPPING* on all your orders.&#xA0; *The actual delivery date may be affected by unforeseen circumstances outside of the carrier&#x2019;s control such as transportation delays, severe weather conditions, invalid addresses, customs clearance procedures, and other external factors. All carrier delivery dates are considered estimates only and cannot be guaranteed. An attempted delivery on or before the estimated delivery date is considered meeting the carrier&#x2019;s delivery timeline. An offer by the carrier of a delivery appointment on or before the estimated delivery date is considered meeting the carrier&#x2019;s delivery timeline. Please refer to the tracking information for the most accurate delivery date. Please note that customers are responsible for checking their country&#x2019;s import policies before placing an international order with us.During peak sale season or sale events, the delivery time of your package(s) may take longer. Please continue to track your package for updates.

Limited Time Free Shipping Offer (Canada & US)

Yes, we can re-ship your package if you were unavailable at the time of delivery.

It is up to the customer to keep track of their orders - this includes tracking the package once shipping confirmation has been provided and following up on any updates on delivery or lack there of.&#xA0;The shipping address provided by the customer is confirmed in both the order and shipping confirmations. It is up to the customer to verify its accuracy before fulfillment.Yes, we can re-ship your package if you were unavailable at the time of delivery and the tracking link shows that your package was Returned Back to Sender.&#xA0;Please notify us at <a href="mailto:support@deskhero.ca">support@deskhero.ca</a> if your package was RTS and if you would like it to be re-shipped. We must to be notified within 30&#xA0;days of the package being returned to confirm receipt and that the package was received in good order. We will send you an invoice via email (if applicable) to re-send your item.Refunds for returned-to-sender (RTS) packages are only available on a case-by-case basis within 180 days of the order date. Be sure to contact us promptly if your order is returned. Customers will be responsible for any charges for re-routing and/or re-shipping of orders due to:<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">New addresses we were not informed of prior to fulfillment</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Attempted delivery when the consignee/receiver was unavailable&#xA0;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Any unclaimed packages where receiver did not collect package&#xA0;</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Incomplete/Incorrect shipping addresses (eg. missing unit/suite/apt. numbers).</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Shipping cost for the initial shipment are non-refundable.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Unclaimed/Refused/Moved/Unknown packages or package that are returned to us due to incorrect addresses are also subject to a&#xA0;5% processing fee to reship.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">RTS packages due to missing customs information provided by the customer including but not limited to Personal or Tax IDs like PCCC, EORI, Individual Number, CPF, Resident ID, IEC, etc.) needed for personal imports into your country.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">For international shipments, if a package is refused due to customs duties, taxes, or other import fees, those charges will not be refunded, and any return shipping or abandonment fees will be deducted from your refund.</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Order cancellations due to a RTS package will only be permitted on a case-by-case basis. For these exceptions, the initial shipping costs (an any related customs or import fees if applicable) of the RTS order is non-refundable and will include a 5% processing fee. Any Free Shipping offers will be become invalid and will be charged to the customer. </li></ul>Note:&#xA0;<ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Notifications of address changes must be made at least&#xA0;5 business days prior to fulfillment/order shipments. Re-routing/intercepting a package is done as a courtesy and cannot be guaranteed. Please provide ample time for address changes prior to fulfillment to ensure your package gets delivered to you. </li><li style="font-weight: bold; font-family: Arial, Helvetica, sans-serif; font-size: 14px;">Updating your Deskhero Default Address will only affect new orders (not previous orders made/unfulfilled orders). </li><li id="isPasted" style="font-family: Arial, Helvetica, sans-serif; font-size: 14px;">If a package is refused and not returned (e.g. destroyed or abandoned by the carrier), no refund will be issued.</li></ul>

Can I Get My Package Re-Shipped?

Deskhero ships from Canada and offers shipping to Canada, the United States, and many international destinations.

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