Shipping Policy

Policy Overview

Physical Orders & Delivery

This policy explains how EMPHOS Group Corporation handles physical goods purchased directly from us: processing, shipping options, tracking, delivery problems, and import charges.

Shipping applies when a physical item is offered for purchase. Product availability and any preorder or longer lead time are stated with that offer. HAVEN devices are currently part of our hardware R&D portfolio; a concept or roadmap page is not an offer to ship a product.

Software, licence keys, downloads, and online access are covered by our Digital Delivery Policy. No physical parcel is included with a digital purchase unless the offer expressly includes one. Approved wholesale and reseller orders follow their separate agreement.

The delivery arrangements disclosed before purchase and recorded in your order confirmation apply to your order. This policy does not limit cancellation, refund, or other rights that cannot lawfully be excluded.

Section 1

Order Processing

1.1 Standard processing

For an available, in-stock physical item, our standard processing target is 1–3 business days after order confirmation, unless a different lead time is shown before purchase. Processing covers preparing the order for carrier collection and is separate from transit time.

Business days are Monday to Friday, excluding applicable statutory holidays in British Columbia, Canada. We use Pacific Time. Orders received on weekends or holidays begin processing on the next business day. A same-day dispatch or cutoff time applies only when expressly offered for that order.

1.2 Verification and availability

We may need to confirm payment, contact details, or a delivery address before dispatch. If information is missing or an availability issue affects your order, we will contact you using the details supplied at checkout.

If we cannot fulfil an accepted order, we will explain the issue and refund the affected purchase and related charges as required. We will not substitute a different product or charge extra without your agreement.

1.3 Longer lead times and delays

Preorders, made-to-order items, and backorders, if offered, have their own disclosed supply dates and cancellation terms. Seasonal volume, holidays, or a supply interruption can affect processing; we will communicate a significant change and the available options. An updated estimate does not remove an existing cancellation right.

Section 2

Shipping Destinations

Available destinations and delivery services are shown for the actual item and address at checkout. Availability can vary by product, package size, carrier coverage, and destination requirements.

2.1 Canada

Enter your complete Canadian address, including the postal code and any unit number, to see the available options. Remote, rural, or northern locations may have different delivery estimates or disclosed surcharges.

2.2 International orders

International shipping is available only where an option is offered for your address. If your country is not available, contact us before ordering. Customs and import-charge arrangements are explained in Section 8.

2.3 Product and destination restrictions

Some products or destinations may be restricted by applicable shipping, import, or export requirements. If we discover that an accepted order cannot lawfully or practically be shipped, we will contact you and refund the unfulfilled order rather than send it to a different destination without agreement.

Section 3

Shipping Methods & Transit Estimates

The method, price, and delivery estimate presented for your order take priority over the general guide below. Not every service is available for every product or destination.

Transit starts when the carrier receives the parcel, not when the order is placed or a label is created. Allow for the processing period as well as the quoted transit time.

Weather, carrier disruption, remote delivery routes, and customs processing can affect an estimate. A guaranteed service applies only if expressly offered. We will help investigate a delayed shipment, and these estimates do not override the agreed supply date or rights relating to late or missing delivery.

Section 4

Shipping Costs & Promotions

Shipping charges are displayed before purchase and depend on the delivery address, package, and selected service. Any shipping surcharge that we can determine, such as an oversized-item or remote-area charge, is disclosed before you confirm the order.

If a free-shipping promotion is offered, its qualifying value, eligible items, and service are shown with the promotion and at checkout. Free shipping applies to qualifying Canadian orders using the stated service. Optional expedited or express upgrades are charged at the rates shown before purchase.

A promotion’s later amendment or withdrawal does not change an order already accepted under that promotion. Any additional charge we propose after purchase requires your agreement before it is applied.

Import duties, taxes, and brokerage charges depend on the destination and the terms disclosed for that international order. See Customs, Duties & Import Taxes.

Section 5

Tracking & Split Shipments

For a tracked shipment, we send the tracking details to the email address associated with your order. Check your spam folder and order confirmation if the message has not appeared.

A label-created notice means that shipment information has been prepared; it does not necessarily mean the carrier has collected the parcel. Tracking often takes up to 24 hours after carrier handoff to show its first update, and some routes update less frequently.

For a standard in-stock order, contact us if you have no dispatch update within five business days of confirmation. For an item with a longer disclosed lead time, use the date in your order confirmation. You can also contact us sooner if you need to correct an address or report a concern.

An order may arrive in more than one parcel. If we split it, we will identify the items and tracking information for each shipment. Additional shipping charges are not added without your agreement.

Section 6

Delivery & Address Changes

6.1 Delivery arrangements

Check the delivery method and location disclosed for your order. Depending on that arrangement, delivery may require a signature, collection from a carrier location, or an authorized unattended delivery. Follow any collection or redelivery notice within the carrier’s stated holding period.

A signature requirement depends on the item and selected service. Where offered, choose a secure delivery option and provide accurate access instructions. We do not automatically treat every address as permission to leave a parcel unattended.

6.2 Correcting an address

Contact info@emphosgroup.com promptly if an address is incorrect or incomplete. We will try to update it before dispatch; a parcel already with the carrier may require a redirect that is unavailable or carries a disclosed charge.

If a customer-supplied address error or missed collection causes a return, we will explain the available options and any reasonable reshipping or non-refundable delivery charges permitted by the order terms and law. We will confirm costs before arranging another shipment. We do not deduct charges caused by our own fulfilment error.

6.3 Responsibility during delivery

For consumer orders shipped through a service we offer, handing the parcel to the carrier does not by itself transfer all delivery responsibility to you. EMPHOS remains your contact for resolving loss or damage during the agreed delivery process.

Where applicable law requires physical possession by you or your nominated recipient before risk transfers, that rule applies. Different rules may apply when you independently appoint a carrier that we did not offer. Any separate business-to-business delivery terms must be expressly agreed.

Section 7

Delayed, Missing or Damaged Parcels

7.1 Damage or an incorrect item

If a parcel or item arrives damaged, or the contents are incorrect, contact us promptly. Reporting within seven calendar days helps us investigate while packaging and delivery information are readily available. This is a reporting target, not a cutoff for statutory rights.

• Include the order number, affected item, and a description of the problem.
• Photograph the item, shipping label, and packaging where practical.
• Retain the packaging until we confirm what is needed for assessment or return.
• If damage is apparent on delivery, ask the carrier to record it where possible.

We will assess the issue and arrange the appropriate repair, replacement, refund, or other remedy under the purchase terms and applicable law. Our carrier claim process does not replace your rights against EMPHOS or extend a legal remedy deadline.

7.2 Delayed or lost in transit

Contact us as soon as the expected delivery date has passed or tracking shows a problem. Include the tracking number and your order reference so we can review the shipment.

We will investigate with the carrier and explain the next steps. If a shipment is confirmed lost before delivery, we will arrange a replacement or refund at no additional cost, taking account of your applicable cancellation rights. A carrier investigation does not require you to postpone a cancellation or refund to which you are already entitled.

7.3 Tracking says delivered, but the parcel is missing

Check the stated delivery location, any delivery photograph or notice, and whether an authorized recipient accepted it. Contact us if it cannot be located. We will review the delivery evidence and agreed instructions with the carrier; a tracking scan alone does not automatically settle whether delivery was completed correctly.

If theft occurred after a valid delivery, the available assistance depends on the circumstances, delivery arrangement, and applicable law. A carrier or police report may help an investigation, but we do not impose one as a blanket condition for exercising a consumer right.

Section 8

Customs, Duties & Import Taxes

For international orders, the checkout and order terms state whether duties or import taxes are collected by us or may be payable on arrival. You are responsible for destination charges allocated to you and disclosed before purchase, to the extent permitted by law.

If charges are collected at checkout, those amounts are identified there. If a carrier requests a charge you believe was already paid, contact us with the notice and your order reference so it can be checked.

Customs clearance can require information from the recipient or importer. The importer-of-record arrangement depends on the shipment terms and applicable law; it is not automatically the same for every destination. Respond to legitimate carrier or customs requests promptly to help avoid a hold.

If a parcel is refused or returned because a recipient declines properly disclosed import charges, we will explain any actual shipping or return costs that may lawfully be deducted. Required refunds and rights relating to undisclosed charges are not reduced by this policy.

Customs documents must accurately describe the goods and their value. We do not understate values or mark a commercial purchase as a gift to avoid charges.

Section 9

Special Addresses & Product Handling

P.O. Boxes, parcel lockers, military addresses, remote communities, and other special locations require a compatible service. Use an option expressly available for that address at checkout, or contact us before placing an order. If the selected service cannot reach the address, we will contact you to agree on an alternative or resolve the order.

Some physical products, including items containing batteries, may have transport or destination restrictions. Applicable handling requirements and available services are confirmed with the product offer and shipping options.

For a return or a damaged item, obtain our instructions before shipping. Tell us if a battery is damaged or there is another transport-safety concern so appropriate arrangements can be made.

Section 10

Cancellations, Returns & Consumer Rights

Contact us promptly to request cancellation before dispatch. Once a parcel has shipped, we may be unable to stop it; any return arrangements and applicable cancellation rights still apply. Merely refusing a delivery may not constitute valid cancellation, so send us a clear notice as well.

For an eligible voluntary physical return, the Refund Policy provides a 30-calendar-day request window from delivery, subject to the stated conditions. Request return instructions before sending goods back. For an incorrect or defective item supplied by EMPHOS, we cover the applicable return shipping.

Consumer law may provide separate remedies for non-delivery, delay, damage, or missing contract information. Our processing targets, reporting requests, and carrier procedures do not shorten a statutory deadline or reduce a required refund. Any refund includes delivery charges and other amounts that must be repaid by law.

Where British Columbia’s distance-sales rules apply, a consumer may generally cancel before delivery if goods have not arrived within 30 days of the contractual supply date, or within 30 days of the contract if no supply date was stated. Delivery attempts can affect those rights under the Act. We will apply the statutory refund deadline that governs the cancellation.

Section 11

Policy Versions & Related Terms

This policy was last updated on September 28, 2026. The version and order-specific terms supplied when you purchased continue to apply to that order, subject to a valid agreed change and applicable law. A later website update does not retrospectively reduce your order rights.

Read this policy alongside your order confirmation, our Refund Policy, and the Terms of Service. Shipping and support information is handled as described in our Privacy Policy.

Section 12

Contact EMPHOS

For processing, tracking, address corrections, delivery issues, or customs questions, contact:

Include your order reference, tracking number if available, and a short description of the issue. For damage, include photographs where practical. This is our business contact address; return destinations are confirmed in your return instructions.