Shipping policy

EMPHOS GROUP

Shipping Policy

Last Updated: April 5, 2026

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 our Services and outlines everything you need to know about how we handle the shipment of your purchases.

 

This policy applies to physical goods only. For digital products, please refer to our separate Digital Delivery Policy. By placing an order with us, you agree to the terms set out in this Shipping Policy.

 

If you have any questions about your shipment, please contact us at info@emphosgroup.com with your order number.

1.1 Processing Times

All orders are subject to a processing period before they are handed off to a carrier for shipment. Our standard order processing time is 1–3 business days from the date and time your order is confirmed. Orders placed on weekends or Canadian statutory holidays will begin processing on the next available business day.

 

Processing time is separate from shipping transit time. The total time from order placement to delivery is the sum of processing time plus the transit time of your 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, will begin processing the following business day.

1.3 Order Verification

In some cases, we may need to verify information before processing your order. This may include verifying your payment information, billing address, or shipping address. If we are unable to verify the required information, we will contact you by email and your order may be delayed or cancelled. We appreciate your cooperation in keeping your account information accurate and up to date.

1.4 High-Volume Periods

During peak seasons, promotional events, or following public holidays, processing times may be extended beyond our standard 1–3 business day window. We will make every effort to communicate any significant delays and to fulfil orders as quickly as possible during these periods.

2.1 Domestic Shipping (Canada)

We ship 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.

 

Please note that 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 will be calculated and displayed at checkout.

2.2 International Shipping

We currently offer international shipping to select destinations. Available shipping countries are displayed at checkout. If your country is not listed, we are currently unable to ship to your 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 our product prices or shipping fees and are the sole responsibility of the recipient. Emphos Group has no control over these charges and cannot predict their amount.

 

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

We reserve 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 we are unable to ship to your address after your order has been placed, we will notify you and issue a full refund.

The following shipping methods are available at checkout, subject to your location and the size and weight of your 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 our control that may affect delivery timelines.

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 will be displayed before you complete your purchase.

4.2 Free Shipping

We offer free standard shipping on qualifying domestic orders that meet a minimum order value threshold. The current free shipping threshold and any applicable conditions will be clearly displayed on our 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 our 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 that exceed standard carrier size and weight limits.

•        Remote area delivery surcharges for addresses in rural, remote, or hard-to-reach locations.

•        Residential delivery surcharges applied by certain carriers for home delivery.

 

Any applicable surcharges will be calculated and disclosed at checkout prior to order confirmation.

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 your shipping confirmation email. If you have not received a shipping confirmation within 5 business days of placing your order, please contact us at info@emphosgroup.com with your order number so we can investigate.

 

Please note that 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.

6.1 Delivery Attempts

Carriers will typically make one or more delivery attempts at the address provided. If you are unavailable at the time of delivery, the carrier may leave the package in a safe location, leave a delivery notice for you to arrange re-delivery or pickup, or hold the package at a nearby facility for a limited period. Please follow the instructions provided by the carrier on your delivery notice.

6.2 Incorrect Addresses

It is your responsibility to ensure that the shipping address you provide at checkout is accurate and complete. Emphos Group is not liable for orders that are delayed, lost, or undeliverable as a result of an incorrect or incomplete shipping address provided by the customer. If you notice an error in your shipping address after placing your order, please contact us immediately at info@emphosgroup.com. We will do our best to update the address if the order has not yet been shipped, but we cannot guarantee changes once an order is in processing.

 

If a package is returned to us as undeliverable due to an incorrect address, we 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 their 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 our delivery of the order to the carrier. Once a shipment has been handed to the carrier, Emphos Group’s responsibility for the physical safety of the goods transfers to the carrier. We encourage you to report any delivery issues to us promptly so that we can assist with carrier claims where possible.

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 the damaged item(s) before disposing of any materials.

•        Contact us at info@emphosgroup.com within 7 calendar days of delivery with your order number, photos, and a description of the damage.

 

We 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 your tracking information shows that your package has not moved for an extended period, or if you have not received your order within a reasonable time beyond the estimated delivery window, please contact us at info@emphosgroup.com. We 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, please allow at least 5 business days beyond the estimated delivery date before reporting a lost package, as carrier delays can sometimes occur. For international shipments, please 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 reported as stolen or missing from the delivery location. We recommend selecting a secure delivery address, enabling carrier delivery alerts, and using a signature-required shipping option for high-value orders. If your package has been stolen, please file a report with your local police and contact your carrier directly.

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 entirely outside of our control and are not included in the price of your order or in our 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 the required fees and the package is returned to us, we will issue a refund for the product cost only. Original shipping charges and any return shipping costs incurred will be deducted from your refund.

 

We declare the full and accurate value of all shipments on customs documentation as required by law. We do not falsify customs declarations or mark shipments as gifts to avoid customs charges.

We are able to ship to P.O. Boxes for standard shipments via Canada Post. However, 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 service compatible with P.O. Box delivery, which may affect available shipping methods and estimated transit times.

 

For shipments to military addresses, remote northern communities, or other special delivery locations, please contact us at info@emphosgroup.com before placing your order to confirm availability and estimated timelines.

We reserve the right to update or modify this Shipping Policy at any time to reflect changes in our shipping partners, service offerings, rates, or procedures. Any changes will be posted to this page with a revised “Last Updated” date. Your continued use of the Services following any such update constitutes your acceptance of the revised policy. The version of the policy in effect at the time your order is placed will govern that order.

For all shipping-related inquiries, including questions about your order status, delivery issues, or customs matters, please contact us:

 

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 us assist you as quickly as possible.

 

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