Shipping FAQUpdated 7 days ago

• 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.
  
  
• 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 (Group Buy/Pre-order items), 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.
  
  
• 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 factors. Please refer to the tracking information for the most accurate delivery date.
  
  

Do You Ship Internationally?

• 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. 
• 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’s import policies before placing an international order.
• 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.
• 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. 

*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?

• 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.
•  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.
• 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.

Do You Ship to PO Boxes? 

• Yes we can ship to PO Boxes within Canada but only through Canada Post. Or through USPS in the United States.

Do You Offer Local Pick up?

• Due to the current Covid situation we can no longer offer Local Pickup and are not yet set up for curbside delivery.  We're working on it and hoping local pick up/curbside delivery will be doable in the future.

What is Additional Shipping Protection?

• Since Route is not clear when it comes to supporting pre-orders/group buys, we're allowing customers to add Additional Shipping Protection to their order. 
• Each unit covers up to $100 worth in value.

For any issues we must wait until the conclusion of any investigations done by the shipping carrier.  If they deem that the product was lost or damaged on the fault of their own, we will provide one of the following options:

If the package is lost:

1. Replacement: Reship the product (if in stock)
2. Store credit: For the full value of the lost product item(s), plus an additional 5%
3. Full refund: For the product item(s) to the original payment method used.

If an item or component within the package is damaged, compensation applies only to the affected item(s) or component(s), not the entire order. Depending on availability and the circumstances, we will provide one of the following options:

1. Replacement: Reship only the damaged item(s) or component(s), if available.
2. Store Credit: Issue store credit equal to the value of the damaged item(s) or component(s), plus an additional 5%.
3. Refund: Issue a full or partial refund based on the value of the damaged item(s) or component(s) only, to the original payment method.

Items and components that are not damaged are not eligible for replacement, store credit, or refund as part of the damage claim.

• 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 [email protected] for assistance on resolutions available.
• This does NOT include porch pirates/stolen products from your property after it has been delivered however.  
• If theft is a worry then you may want to consider adding Signature Required On Delivery. 
• Please be mindful of your deliveries from Deskhero.ca