Support Centre

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Answers to common questions, or reach us directly. We reply within one business day.

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Frequently asked questions.

Everything we get asked, answered once.

Support

You also sell on Amazon — is it better to buy directly from clavia.ca? ›
Both channels sell the same genuine, authorized products. Buying directly from clavia.ca usually means more personal support, easier access to our team for advice and warranty help, and store promotions you will not always find on a marketplace. Either way, you are getting authentic stock with a valid Canadian warranty.
How do I contact Clavia, and how fast will you reply? ›
You can reach us through the contact form on clavia.ca or by email. We answer most messages within one business day, Monday to Friday. When you write in about an existing order, include your order number so we can pull up the details right away and give you a precise answer.

Orders

What payment methods do you accept? ›
We accept all major credit cards — Visa, Mastercard, and American Express — along with the secure express options built into our Shopify checkout, such as Shop Pay, Apple Pay, and Google Pay. Every transaction is encrypted and processed through Shopify's PCI-compliant payment system, so your card details are never stored on our servers. If you have a valid promo code, you can enter it on the cart or checkout page before you pay.
What is your return policy? ›
Unopened items in their original, sealed packaging can be returned within 30 days of delivery for a refund. Opened items may be eligible depending on the brand and condition, so reach out before shipping anything back and we will walk you through it. Refunds are issued to your original payment method once we receive and inspect the return. Defective items are handled separately under warranty.
Can I change or cancel my order? ›
If your order has not shipped yet, we can usually change the address, swap an item, or cancel it for a full refund. Contact us as soon as possible with your order number, since orders are processed quickly. Once an order is handed to the courier we can no longer stop it, but you can still use our return process after it arrives.
Do I need to create an account to place an order? ›
No. You can check out as a guest with just your email and shipping details. Creating an account is optional, but it lets you track orders, reorder faster, and keep your shipping information saved for next time. Both options use the same secure checkout.
An item I want is out of stock. Can I still order it? ›
If a product shows as out of stock, it is usually temporarily unavailable rather than discontinued. Reach out and we will tell you the expected restock date, and we can notify you the moment it is back. For some items we can place a special order from the distributor — just ask.
Do you offer price matching? ›
We review price-match requests on a case-by-case basis. If you find a lower advertised price on the same brand-new, in-stock item from another authorized Canadian retailer, send us the link and we will see what we can do. We cannot match grey-market sellers, used items, or prices that violate a brand's minimum advertised pricing.
Do you offer discounts or promo codes? ›
We run seasonal sales and occasional promotions throughout the year. The easiest way to catch them is to sign up for our newsletter on clavia.ca, where subscribers often get early access and exclusive codes. Enter any valid promo code on the cart or checkout page before paying.
Do you handle business, bulk, or volume orders? ›
Yes. If you are buying for an office, classroom, event, or for resale, contact us with the models and quantities you need, and we will put together a quote. We can also help with invoicing and recommend the right configuration for a larger deployment, such as multiple projectors or printers.

Products

Which brands and product categories does Clavia sell? ›
We focus on home entertainment and office technology from trusted brands: Canon (cameras), Dangbei and Epson (projectors), OPN Sound (audio), and Sharp (speakers and home audio). If you are deciding between models, message us — we are happy to help you pick the right fit rather than just sell you the most expensive option.
Are Clavia products genuine and brand-new? ›
Yes. Clavia is an authorized retailer for every brand we carry. Each item is shipped brand new and sealed by the manufacturer. We are not a grey-market reseller, which means your products, firmware updates, and support all come through proper channels.
Do you offer warranties on your products? ›
Every product we sell carries the full manufacturer warranty, valid in Canada, because we are an authorized retailer rather than a grey-market seller. Warranty length and terms vary by brand and model and are set by the manufacturer. If anything goes wrong within the warranty period, contact us first — we will help you start a claim or arrange a replacement, which is usually faster than dealing with the manufacturer on your own.
How do I set up my new device? ›
Every product ships with the manufacturer's quick-start guide and full manual in the box, and most devices — especially projectors and printers — walk you through setup on first power-up. If you get stuck, send us your model number and a description of where you are stuck, and we will point you to the right steps or the manufacturer's setup video. For tips like positioning a projector for the best image or connecting a printer to Wi-Fi, just ask and we are glad to help.
My product is defective or stopped working. What do I do? ›
Contact us first with your order number and a short description of the problem. Because we are an authorized retailer, your product carries the full manufacturer warranty, and we will help you start a warranty claim or arrange a replacement. For most issues, reaching us directly is faster than going to the manufacturer on your own.
Can I get help choosing the right product before I buy? ›
Absolutely. Tell us your space, budget, and what you want the product to do — for example, a projector for a bright living room versus a dark home theatre — and we will recommend the best match. We would rather you buy the right product once than return the wrong one, so do not hesitate to ask before ordering.

Shipping

Where do you ship, and how much does shipping cost? ›
We ship across Canada. Most orders qualify for free standard shipping; any exceptions (such as remote postal codes) are shown clearly at checkout before you pay. We do not add surprise fees after your order is placed — the price you see at checkout is the price you pay.
How long will my order take to arrive? ›
In-stock orders ship within one business day from the nearest of our four Canadian warehouses and reach 95% of Canadian households within 48 hours. Delivery to Yukon, the Northwest Territories, and Nunavut takes 5–10 business days. You will receive a tracking number by email as soon as your order ships.
How can I track my order? ›
As soon as your order ships, we email you a tracking number with a link to follow your package. If you created an account, you can also see tracking under your order history on clavia.ca. If your tracking has not updated in a couple of days or you cannot find the email, contact us with your order number and we will look into it right away.
Will I have to pay customs duties or import charges? ›
No. Orders shipped within Canada are sold from Canadian inventory, so there are no customs duties, brokerage fees, or surprise border charges. The total at checkout already includes applicable Canadian taxes for your province.
Do you ship internationally? ›
Our online store is set up to ship within Canada, and most checkout options are built for Canadian addresses. If you are outside Canada and want to order, contact us first with the items and your destination — depending on the brand and product, we may be able to arrange international shipping and give you a quote that includes any applicable charges. We will be upfront about what is possible before you commit.
My package arrived damaged. What should I do? ›
Keep all the packaging and take a few photos of the box and the product, then contact us within 48 hours of delivery. Shipping damage is covered, and we will arrange a replacement or refund quickly. The photos help us file the claim with the courier, so the sooner you send them, the faster we can make it right.
A quick heads-up before you message us

Four things that answer most questions on the spot.

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Order tracking

A tracking link is emailed as soon as your order ships. Check your inbox (and spam). Include your order number if it's missing.

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Returns

Unopened items in original packaging are eligible within 30 days of delivery. Returns policy →

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Shipping

We ship across Canada from four warehouses. Most orders arrive in 3–7 business days. Shipping policy →

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Warranty

Every product carries the full manufacturer warranty valid in Canada. Contact us first — we'll get you sorted faster than going direct.

Contact Us

Still need us? Get in touch.

We're available Monday to Friday and aim to respond within one business day.

We'll get back to you within one business day.

About Clavia

If you've ever shopped online in Canada for the brands you actually want — a soundbar, a pair of studio headphones, a real home theater projector, a camera you've been saving for — you've probably noticed the same pattern. The brand is harder to find here than it should be. The price is higher than what an American pays for the same model. And when you finally place the order, the shipping takes longer than it should. None of it is dramatic on its own. Put together, it adds up to a quiet, daily reminder that being Canadian costs you something it shouldn't. Clavia exists to take that reminder off the table.

The name

The key to quality.

The name comes from the Latin clavis — "key." That's the job we've given ourselves: to be the key to quality for Canadian online shoppers. Not the biggest catalog. Not the cheapest store. The one a Canadian can open with confidence, knowing that whatever is on the page has already passed a real bar before it got there.

Who we are

A father-and-daughter team.

We're running an authorized Canadian retailer focused on premium home entertainment and image capture — sound, sight, and the gear Canadians use to enjoy or create both. Our discipline is not what we sell. It's what we refuse to sell. We carry brands we'd recommend to family. Nothing else makes the shelf.

🇨🇦
4
Canadian warehouses, coast to coast
⚡
95%
of Canadian households reached within 48 hours
🚫
$0
customs duties, brokerage fees, or border surprises

Five brands. One bar.

Canon

Cameras, lenses & image-capture gear Canadians have trusted for generations.

Epson

The serious end of home theater — projectors pros and cinephiles already know by name.

Dangbei

Portable and lifestyle projectors that punch well above their price tier.

Sharp

Soundbars and home entertainment audio Canadians already recognize on the shelf.

OPN Sound

Premium personal audio designed and built in Toronto, with acoustic engineering that competes with brands many times its size.

Real quality, fair price, fast shipping, all from Canada.

Two principles shape how we operate.

These aren't marketing copy. They are the actual decisions we make every week when something gets hard.

1

Every order is the start of a relationship, not the end of a transaction.

Our work isn't finished when you check out. It's finished when you decide to come back. In practice that means we watch for delivery delays, replace damaged shipments immediately, and write product descriptions that warn you about fit, room size, or compatibility issues instead of hiding them.

2

We are willing to walk away from revenue that would weaken the business or the brand.

Suppliers whose quality history we cannot verify. Products that drive too many returns even when they sell well. Both choices cost us money in the short term. We are confident they pay it back, many times over, in the long term.

That's Clavia. A Canadian retailer built by two people who got tired of accepting that being Canadian means paying more for less — and decided to do something about it, one carefully chosen brand at a time. The key to quality, for the Canadians who stopped settling.