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Where is My Order?Updated 3 months ago

  • Fulfillment is usually within 2-4 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.

  • 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’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’s delivery timeline. An offer by the carrier of a delivery appointment on or before the estimated delivery date is considered meeting the carrier’s delivery timeline. Please refer to the tracking information for the most accurate delivery date.

  • During peak sale season, the delivery time of your package(s) may take longer. Please continue to track your package for updates.

  • 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's responsibility to pick up any packages left at a pick up location if a delivery attempt failed due to customer unavailability.  Be sure to let us know at [email protected] if you haven't received your package after 12 business days past the expected delivery date. Any carrier claims of missing packages must be submitted within 60 days (domestic)/180 days (international)* was shipped out in order to do an investigation and be eligible for compensation through any Shipping Protection purchased.


Other people received their Group Buy/Pre-order but I have not - why is that?

  • 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.


What is the estimated shipping time on Group Buys/Pre-orders?

  • 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
  • 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.


Is there a Delay on my Group Buy/Pre-order?

  • 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 Updates page on Deskhero.ca that you can check in on to see news on upcoming shipments.
  • 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.


My shipment hasn't moved?

  • Please contact us a [email protected] if the tracking on your domestic shipment has not updated within the last 7 business days or if you haven't received your package after 12 business days past the expected delivery date.  We can reach out to the carrier to start an investigation/an or claim. International orders are eligible for a claim after 20 days of no movement. 
  • 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.
  • 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 Shipping Protection.


Would I Get Partial Shipping If Some Items Have Not Yet Arrived?

  • 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.


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