Shipping policy
Effective date: May 1, 2026 Last updated: May 1, 2026
This Shipping Policy works alongside our Terms and Conditions and our Privacy Policy. By placing an order, you agree to the practices described in all three.
1. Where we ship
We ship within Canada only, to all ten provinces and three territories. We ship from our Canadian warehouses to:
• Residential and business addresses across Canada.
• Apartments and condominiums (provide unit number for accurate delivery).
We do not ship to:
• Addresses outside Canada.
• Post Office boxes (PO boxes).
• Freight forwarders or parcel-aggregation services.
• General Delivery addresses, except in remote communities where no street address exists — contact us before ordering at support@clavia.ca.
If your order is placed for delivery to an excluded address, we will contact you to update it. If we cannot reach you, we will cancel and refund the order.
2. When orders ship
Orders are processed at our Canadian warehouses on business days (Monday to Friday, excluding statutory holidays).
|
Order placed |
Order ships |
|
Monday to Friday before 1 p.m. ET |
Same business day |
|
Monday to Friday after 1 p.m. ET |
Next business day |
|
Saturday, Sunday, or statutory holiday |
Next business day |
Some larger items (home theater projectors, multi-piece audio systems) may need an extra business day to pack and stage. If a delay applies, we will tell you in your Order Confirmation.
We do not process or ship orders on the following Canadian statutory holidays: New Year’s Day, Good Friday, Victoria Day, Canada Day, Civic Holiday (where observed), Labour Day, Thanksgiving Day, Remembrance Day, Christmas Day, and Boxing Day.
3. Shipping methods and rates
Shipping rates are calculated at checkout based on your destination, the size and weight of your order, and the speed you choose. You will see the rate and the carrier before you confirm the order.
We typically use the following carriers, and reserve the right to use whichever carrier delivers your order most reliably:
• Canada Post — for residential addresses, parcels under 30 kg, and remote postal codes.
• Purolator — for expedited delivery in major metros.
• FedEx Canada — for larger items and oversize parcels.
• Local couriers — for same-day or next-day delivery in select cities, where available.
Free shipping promotions (when offered) apply automatically at checkout if your order meets the threshold shown on the promotion banner. Free shipping uses our default ground service and does not apply to YT, NT, NU, or remote-area surcharges.
4. Estimated delivery times
The time from when your order ships to when it arrives depends on the destination and the service you choose. Typical ground transit times from our warehouses are:
|
Destination |
Typical transit time (business days) |
|
Southern Ontario, Greater Montreal |
1–3 |
|
Rest of Ontario, Quebec, New Brunswick, Nova Scotia, Prince Edward Island |
2–5 |
|
Newfoundland and Labrador |
3–7 |
|
Manitoba, Saskatchewan, Alberta, British Columbia (major cities) |
3–6 |
|
Rural and remote postal codes in any province |
5–10 |
|
Yukon, Northwest Territories, Nunavut |
5–15 |
These are estimates, not guarantees. Actual delivery times depend on the carrier’s network, weather, road conditions, customs (where applicable), strikes, and other conditions outside our control. We will share tracking as soon as the carrier confirms pickup.
5. Tracking your order
When your order ships, you will receive a shipping confirmation email with the carrier name and a tracking number. You can also see tracking on your account page on clavia.ca under Orders.
If tracking has not updated for more than three (3) business days and your order is past the typical transit window, write to us at support@clavia.ca with your order number. We will open a carrier investigation and keep you posted.
6. Delivery address accuracy
You are responsible for entering an accurate, complete shipping address at checkout. Please double-check:
• Street number, street name, and street type.
• Apartment, suite, or unit number.
• City, province, and postal code.
• A phone number where the carrier can reach you if there is a delivery question.
If a parcel is returned to us because of an incorrect or incomplete address, or because the carrier could not deliver after the maximum number of attempts, we will contact you to arrange re-shipment. Re-shipment costs are charged to you, and the original shipping cost is non-refundable.
7. Receiving your order
Most orders are delivered without a signature. For higher-value items (typically over $500 CAD), the carrier may require an adult signature on delivery.
If you are not home:
• Canada Post will leave a delivery notice card and hold the parcel at a local post office for pickup.
• Purolator and FedEx will attempt redelivery the next business day, then hold at a service depot.
If a parcel is not picked up within the carrier’s hold window (usually 5 to 15 days depending on the carrier), it is returned to us. See Section 6 for re-shipment costs.
Title and risk of loss pass to you when the carrier marks the parcel as delivered to the address you provided. If a tracking record shows “delivered” but you have not received the parcel, contact us within seven (7) days of the delivery scan and we will work with you and the carrier to investigate.
8. Damaged, lost, or missing on arrival
If your parcel arrives visibly damaged, please:
1. Inspect on delivery if possible. Note any damage with the carrier (sign for it as “damaged” if asked).
2. Photograph the outer box and the contents before unpacking further.
3. Contact us within seven (7) days of delivery at support@clavia.ca with your order number and the photos.
We will replace damaged items, repair them, or refund them in full at our cost — your choice — under Section 9 (Returns, refunds, and exchanges) of our Terms and Conditions.
If the carrier marks a parcel as lost, we will ship a replacement at our cost as soon as the carrier completes its trace (typically 5 to 10 business days for ground, depending on the carrier).
If you receive the wrong item, contact us within seven (7) days and we will arrange a return and ship the correct item at our cost.
9. Yukon, Northwest Territories, and Nunavut
Shipments to YT, NT, and NU take longer than the rest of Canada. We use Canada Post for most destinations in the territories.
• Some communities are served by air only. Transit times can extend to 10 to 15 business days during winter or weather-affected periods.
• Some products may not be eligible for shipment to the territories due to size, weight, or carrier restrictions. If this applies, we will tell you at checkout or in the Order Confirmation, and offer a full refund or an alternate product.
• Additional surcharges may apply on heavy or oversize items. These are calculated and shown at checkout — you will see the full cost before confirming the order.
We charge fair Canadian prices to all Canadians, but we are honest about the fact that the carrier network adds real cost to deliver to remote communities. We do not inflate the surcharge; we pass through what the carrier charges us.
10. Apartments, condos, and gated communities
If you live in a building with restricted access, please add the buzzer code or concierge phone number in the “Delivery instructions” field at checkout. Carriers do not return to addresses they could not access on the first attempt without additional fees, and these fees may be charged to you if they apply.
11. Pickup options
At this time, we do not offer in-person pickup at our warehouses. All orders ship by carrier. If this changes, we will announce it on the Site and update this Policy.
12. Holiday and peak periods
Carriers experience longer transit times during peak periods, especially:
• Black Friday and Cyber Monday through mid-December.
• The two weeks before Mother’s Day and Father’s Day.
• During severe weather events.
We pad the estimates shown at checkout during these periods, but actual carrier performance can still vary. If you need an item by a specific date, please order early or choose an expedited service at checkout.
13. Shipping outside Canada
We do not ship outside Canada. We do not offer freight-forwarding workarounds. If you need a product shipped abroad, please buy it from an authorized retailer in that country.
14. Questions
Email: support@clavia.ca Hours: Monday to Friday, 9 a.m. to 5 p.m. ET
For Quebec residents, the French-language version of this Policy is available at /fr/policies/shipping-policy. The French version is the official version for Quebec residents.
End of Shipping Policy — version 1.2.