Where is My Order?Updated 13 days ago

Fulfillment is usually within 1-3 business days for in-stock/ready ship items prior to shipping (not applicable during peak sale season or sale events). 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 or sale events, 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.

My package was marked as delivered but I do not have it, what do I do?

If a package is marked as delivered but you did not receive it, please contact the carrier as soon as possible. Your local carrier will be able to begin a trace investigation for you. If they are unable to locate your package, we as the sender can then start a service claim with that carrier.
Be sure to let us know at [email protected] if you still haven't received your package after 12 business days past the expected delivery date. Any carrier claims of missing packages must be submitted within 90 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/operational changes (like holiday closures), customs processing, and weather delays - all leading to longer transit times. All shipping dates on our GB product pages are estimates only.
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

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's mail stream.
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/and 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.
We can begin a trace investigation once a package has clearly stopped making progress, when peak-season delays and holidays have already been accounted for, and is past the carrier’s normal delivery window.
We cannot start an investigation so early that the carrier will automatically reject it.

Lost Package Investigation Policy

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.
We must be notified if you haven't received your package after 12 business days past the expected delivery date. Please see HELP DESK for more.
Any claims of missing packages must be submitted to the carrier 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.
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.
Refunds or reshipments will only be processed after:
- The carrier has completed their investigation, and
- The package has been formally classified as lost by the carrier and
- Shipping Protection was added to the order
Only orders that included Shipping Protection 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.
This process ensures accuracy and prevents duplicate deliveries, as packages may still arrive during the investigation period—particularly during peak shipping seasons.
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.

Tracking says it's been delivered but I did not receive my package

Occasionally, a package may be marked as "Delivered" before it has actually arrived. In some cases, it may still be delivered later that day or the following business day.

If your package has not arrived within 1 business day of being marked as delivered, we recommend checking the following locations first:

Around your porch, back door, behind planters, or other areas where a package may have been left.
With other household members or neighbours who may have accepted the delivery.
With your building's concierge or reception desk (if applicable).
In larger parcel compartments at your community mailbox (if applicable).

Step 1: Contact Your Local Carrier

If you're still unable to locate your package, please contact the shipping carrier directly as your first step.

Our mail carriers has advised us that when the recipient contacts them directly, an investigation can be initiated through the local delivery office responsible for the package. This allows their local team to follow up with the delivery personnel in your area more quickly.

When an investigation is initiated by us as the sender, it may first be routed through our local post/carrrier office, potentially delaying communication with the delivery team responsible for your package.

Contacting the carrier directly helps ensure your missing package is investigated as quickly and efficiently as possible.

Step 2: Contact Deskhero If Your Package Is Still Missing

If the carrier is unable to locate your package, we can then initiate a formal service claim with the shipping carrier as the sender.

Please contact us at [email protected] if you still haven't received your package after 12 business days past the expected delivery date.

When reaching out, please include your order number and any service ticket or reference number provided by the carrier.

Important Claim Deadlines:

All missing package claims must be submitted within the following timeframes from the original shipment date:

Domestic shipments: Within 90 days
International shipments: Within 180 days*

These deadlines are important to allow sufficient time for the carrier to investigate and determine eligibility for compensation through any Shipping Protection purchased with your order.

Step 3: Carrier Investigation & Resolution

Once a formal claim has been submitted, we must wait for the shipping carrier to complete its investigation before determining the next steps.

If the carrier confirms that the package was lost due to an error on their part, and Shipping Protection was purchased with your order, you will be offered the following options:

Replacement: We will reship the product at no additional charge, provided it is still in stock.
Store Credit: Receive store credit for the full value of the affected product(s), plus an additional 5%.
Refund: Receive a full refund for the affected product(s) to your original payment method.

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:

Replacement: Reship only the damaged item(s) or component(s), if available.
Store Credit: Issue store credit equal to the value of the damaged item(s) or component(s), plus an additional 5%.
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 Shipping Protection was NOT purchased:

If the carrier confirms that your package was lost or damaged due to an error on their part, but Shipping Protection was not included with your order, we will do our best to assist you in finding a resolution.

If the carrier confirms successful delivery:

If the investigation concludes that the package was successfully delivered with no evidence of mishandling or delivery error, the carrier claim will be denied, and the order will not be eligible for Shipping Protection coverage.

Important Information About Stolen Packages

Please be aware that Deskhero is not responsible for packages stolen from your property after a successful delivery has been completed.

Our Shipping Protection does not cover theft after confirmed delivery, including packages taken by porch pirates or stolen from your property.

To help prevent package theft, we recommend:

Monitoring your tracking information and estimated delivery date.
Being available to receive your package whenever possible.
Choosing a secure delivery location when available.
Adding Signature Required on Delivery to your order, where this service is available.

We appreciate your understanding and encourage all customers to keep an eye on their deliveries. If you experience any issues, our team is always happy to help guide you through the next steps.

Can I get my lost item re-shipped?

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.
Due to the limited quantities of our products, we are unable to guarantee an equal replacement.
If you had included Shipping Protection 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.

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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