Processing Window
Standard order processing is typically 1–3 business days before carrier handoff, subject to verification and volume.
EMPHOS Group Legal
Shipping Policy
This policy explains how EMPHOS Group processes, ships, tracks, and delivers physical product orders, including transit estimates, customs handling, delivery issues, and lost or damaged shipment procedures.
Transit Options
Standard, expedited, and express methods may be available based on location, package size, and destination.
Tracking & Claims
Tracking is provided after shipment, and procedures exist for damaged or confirmed lost-in-transit orders.
Customs & Duties
International buyers are responsible for import duties, taxes, brokerage fees, and local customs compliance.
Policy Overview
Shipping Policy
At Emphos Group, we are committed to processing and delivering your orders accurately, safely, and in a timely manner. This Shipping Policy applies to all physical product orders placed through the services and outlines how shipments are handled from order confirmation to delivery.
This policy applies to physical goods only. For digital products, refer to the separate Digital Delivery Policy. By placing an order with EMPHOS Group, you agree to the terms set out in this Shipping Policy.
If you have questions about a shipment, contact info@emphosgroup.com and include your order number.
Section 1
Order Processing
1.1 Processing Times
All orders are subject to a processing period before they are handed off to a carrier for shipment. Standard order processing time is 1–3 business days from the date and time an order is confirmed. Orders placed on weekends or Canadian statutory holidays begin processing on the next available business day.
Processing time is separate from shipping transit time. Total time from order placement to delivery equals processing time plus the transit time of the selected shipping method.
1.2 Order Cut-Off Time
Orders placed before 12:00 PM Pacific Time (PT) on a business day are generally processed the same day. Orders placed after 12:00 PM PT, or on a weekend or holiday, begin processing the following business day.
1.3 Order Verification
In some cases, EMPHOS Group may need to verify information before processing an order. This may include verifying payment information, billing address, or shipping address. If required information cannot be verified, EMPHOS Group will contact you by email and the order may be delayed or cancelled.
1.4 High-Volume Periods
During peak seasons, promotional events, or following public holidays, processing times may extend beyond the standard 1–3 business day window. EMPHOS Group will make reasonable efforts to communicate significant delays and fulfill orders as quickly as possible.
Section 2
Shipping Destinations
2.1 Domestic Shipping (Canada)
EMPHOS Group ships to all provinces and territories within Canada, including British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Quebec, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland and Labrador, Yukon, Northwest Territories, and Nunavut.
Shipping to remote or rural areas, including certain addresses in the northern territories, may take longer than standard estimated transit times and may incur additional shipping charges. These charges will be calculated and displayed at checkout.
2.2 International Shipping
EMPHOS Group offers international shipping to select destinations. Available shipping countries are displayed at checkout. If your country is not listed, shipment is not currently available to that location.
International customers are responsible for all import duties, customs fees, taxes, and brokerage charges imposed by the destination country. These charges are not included in product prices or shipping fees and are the sole responsibility of the recipient.
By placing an international order, you confirm that you are the importer of record for your country and agree to comply with all applicable laws, regulations, and customs requirements of the destination country.
2.3 Restricted Destinations
EMPHOS Group reserves the right to restrict or refuse shipments to certain destinations at any time, including countries or regions subject to trade sanctions or export control regulations under Canadian or international law. If shipment to your address is not possible after order placement, EMPHOS Group will notify you and issue a full refund.
Section 3
Shipping Methods and Estimated Transit Times
Shipping methods available at checkout depend on your location and the size and weight of the order. Estimated transit times are provided by the carrier and are not guaranteed by EMPHOS Group.
| Shipping Method | Domestic (Est.) | International (Est.) | Notes |
|---|---|---|---|
| Standard Shipping | 5–9 business days | 10–21 business days | Most economical option. Tracking included. |
| Expedited Shipping | 2–5 business days | 5–10 business days | Faster delivery. Tracking and signature may apply. |
| Express / Priority | 1–2 business days | 3–5 business days | Fastest available. Tracking and signature required. |
| Free Shipping | 7–14 business days | Not available | Available on qualifying orders. See Section 4. |
Transit times begin once your order has been picked up by the carrier, not from the date of order placement. EMPHOS Group is not responsible for carrier delays, weather events, customs holds, or other circumstances beyond reasonable control that may affect delivery timelines.
Section 4
Shipping Costs
4.1 Calculated Shipping
Shipping costs are calculated at checkout based on the weight and dimensions of your order, your delivery address, and your selected shipping method. The exact shipping cost is displayed before purchase completion.
4.2 Free Shipping
EMPHOS Group offers free standard shipping on qualifying domestic orders that meet a minimum order value threshold. The current threshold and any applicable conditions are displayed on the website and at checkout. Free shipping applies to domestic Canadian orders only and is not available for international shipments.
Free shipping orders are shipped via the standard method and are not eligible for expedited or express delivery upgrades at no charge. Free shipping promotions may be modified or discontinued at any time without notice.
4.3 Additional Surcharges
Certain orders may be subject to additional shipping surcharges, including but not limited to:
- Oversized or overweight item surcharges for products exceeding standard carrier size and weight limits.
- Remote area delivery surcharges for rural, remote, or hard-to-reach addresses.
- Residential delivery surcharges applied by certain carriers for home delivery.
Any applicable surcharges will be calculated and disclosed at checkout prior to order confirmation.
Section 5
Order Tracking
Once your order has been processed and handed off to a carrier, you will receive a shipping confirmation email containing your tracking number and a link to track your shipment. Please allow up to 24 hours after receiving your shipping confirmation for tracking information to become active on the carrier’s website.
You can track your order at any time using the tracking number provided in the shipping confirmation email. If you have not received a shipping confirmation within 5 business days of placing your order, contact info@emphosgroup.com with your order number so the matter can be investigated.
Tracking information is provided by the carrier and may not always reflect real-time status. EMPHOS Group is not responsible for inaccuracies or delays in carrier tracking updates.
Section 6
Delivery
6.1 Delivery Attempts
Carriers will typically make one or more delivery attempts at the address provided. If you are unavailable, the carrier may leave the package in a safe location, leave a delivery notice for re-delivery or pickup, or hold the package at a nearby facility for a limited period.
6.2 Incorrect Addresses
It is your responsibility to ensure that the shipping address provided at checkout is accurate and complete. EMPHOS Group is not liable for orders delayed, lost, or undeliverable because of an incorrect or incomplete shipping address supplied by the customer.
If you notice an address error after placing your order, contact info@emphosgroup.com immediately. EMPHOS Group will do its best to update the address if the order has not yet shipped, but cannot guarantee changes once an order is already in processing.
If a package is returned as undeliverable due to an incorrect address, EMPHOS Group will contact you to arrange re-shipment at your cost, or issue a refund for the product cost less any original shipping charges.
6.3 Signature Requirements
Certain orders may require a signature upon delivery, particularly for high-value items or expedited shipments. If a signature is required and no one is available to sign, the carrier will follow its standard procedure for re-delivery or pickup. EMPHOS Group is not responsible for delays caused by missed signature requirements.
6.4 Risk of Loss
Risk of loss and title for all products purchased from EMPHOS Group pass to you upon delivery of the order to the carrier. Once a shipment has been handed to the carrier, responsibility for the physical safety of the goods transfers to the carrier. Report any delivery issues promptly so EMPHOS Group can assist with carrier claims where possible.
Section 7
Lost, Stolen, or Damaged Shipments
7.1 Damaged in Transit
If your order arrives visibly damaged, please do the following:
- Accept the package but note the damage with the carrier at the time of delivery where possible.
- Take clear photographs of the damaged outer packaging and damaged item(s) before disposing of any materials.
- Contact info@emphosgroup.com within 7 calendar days of delivery with your order number, photos, and a description of the damage.
EMPHOS Group will work with you and the carrier to file a damage claim and arrange a replacement or refund as appropriate. Claims submitted after 7 days from delivery may not be eligible for resolution.
7.2 Lost in Transit
If tracking shows that your package has not moved for an extended period, or if the order has not arrived within a reasonable time beyond the estimated delivery window, contact info@emphosgroup.com. EMPHOS Group will investigate with the carrier and, if the shipment is confirmed as lost, will arrange a replacement or refund at no cost to you.
For domestic shipments, allow at least 5 business days beyond the estimated delivery date before reporting a lost package. For international shipments, allow at least 15 business days beyond the estimated delivery date.
7.3 Stolen Packages
EMPHOS Group is not liable for packages that are confirmed as delivered by the carrier but later reported as stolen or missing from the delivery location. Use a secure delivery address, enable carrier alerts, and consider a signature-required option for high-value orders. If your package has been stolen, file a report with local police and contact the carrier directly.
Section 8
Customs, Duties, and Import Taxes
For orders shipped outside of Canada, you may be subject to import duties, customs taxes, value-added taxes (VAT), and brokerage or handling fees levied by your country’s customs authority. These charges are outside of EMPHOS Group’s control and are not included in the order price or shipping fees.
Payment of all import duties, taxes, and customs fees is the sole responsibility of the recipient. If you refuse delivery due to customs charges or fail to pay required fees and the package is returned, EMPHOS Group will issue a refund for the product cost only. Original shipping charges and any return shipping costs incurred will be deducted from your refund.
EMPHOS Group declares the full and accurate value of all shipments on customs documentation as required by law. Shipments are not falsified or marked as gifts to avoid customs charges.
Section 9
P.O. Boxes and Special Addresses
EMPHOS Group is able to ship to P.O. Boxes for standard shipments via Canada Post. Expedited and express courier services such as UPS, FedEx, or Purolator cannot deliver to P.O. Boxes. If you provide a P.O. Box address at checkout, your order will automatically be shipped via a compatible service, which may affect available methods and estimated transit times.
For shipments to military addresses, remote northern communities, or other special delivery locations, contact info@emphosgroup.com before placing your order to confirm availability and estimated timelines.
Section 10
Changes to This Policy
EMPHOS Group reserves the right to update or modify this Shipping Policy at any time to reflect changes in shipping partners, service offerings, rates, or procedures. Any changes will be posted with a revised “Last Updated” date.
Continued use of the services following any update constitutes acceptance of the revised policy. The version of the policy in effect at the time your order is placed will govern that order.
Section 11
Contact Us
For all shipping-related inquiries, including questions about order status, delivery issues, or customs matters, contact EMPHOS Group directly.
Emphos Group
9398 Coote Street, Chilliwack, BC, V2P 6B5, Canada
Email: info@emphosgroup.com
Please include your order number in all shipping-related correspondence to help support move faster.
Need shipping help right now?
For delivery delays, customs issues, address problems, tracking gaps, or damage claims, contact EMPHOS Group directly and include the order number so support is not forced to guess which parcel disaster belongs to you.