1. Overview
This Shipping & Delivery Policy applies to orders placed through ReachSupply.ca, ReachSupplyCo.com, and any other REACH Supply storefront that expressly incorporates it.
ReachSupply.ca is the Canadian storefront and generally processes orders in Canadian dollars for delivery within Canada. ReachSupplyCo.com is the United States storefront and generally processes orders in United States dollars for delivery within the United States. The legal seller for each transaction is the entity identified on the checkout page, order confirmation, invoice, or payment record.
Canadian and U.S. orders, inventories, prices, shipping methods, taxes, customer accounts, and order histories are maintained separately. Customers should place, track, and request support for an order through the same storefront used at checkout.
2. Fulfilment network
REACH Supply uses a distributed fulfilment network. Products may be stored, sourced, processed, packed, or dispatched from a REACH Supply location or from an authorized warehouse, distributor, manufacturer, supplier, logistics provider, or fulfilment location performing services on behalf of the applicable seller.
Packaging, labels, tracking records, packing documents, or return addresses may identify a warehouse, distributor, manufacturer, or fulfilment provider rather than REACH Supply. This does not change the seller identified on the order confirmation, invoice, or payment record.
Customers must follow the shipment, inspection, return, and claim instructions issued for the specific order. Instructions may differ between shipments because fulfilment locations, carriers, products, and legal requirements vary.
3. Processing and availability
Order processing may include payment authorization, fraud review, address verification, inventory confirmation, allocation, supplier confirmation, special-order sourcing, compliance review, and preparation for shipment.
An “in stock,” “available,” “usually ships,” or similar message reflects information reasonably available when displayed and is not a guarantee that the item remains available when fulfilment begins.
Backordered, special-order, restricted, customized, programmed, cut, configured, oversized, or sourced-on-request products may require additional time. We may update the estimate, offer an alternative, split the order, request information, or cancel an unavailable item, subject to the customer’s applicable legal rights.
4. Shipping and delivery estimates
Estimated dispatch and delivery dates are based on available inventory information, normal processing times, carrier service standards, and destination information. Estimates may be affected by verification, weekends, holidays, customs, weather, remote-area service, supplier delays, appointments, carrier interruptions, or events outside our reasonable control.
Selecting express, priority, next-day, or another expedited carrier service changes the expected transit time after dispatch but does not necessarily accelerate sourcing, verification, or order processing.
Canadian consumer orders
Delivery, cancellation, refund, and online-contract rights may vary by province or territory. Where applicable law requires notice of a delay, consent to a revised delivery date, cancellation, or a refund, the applicable seller will provide the required remedy.
United States consumer orders
For orders subject to the U.S. Mail, Internet, or Telephone Order Merchandise Rule, the seller will have a reasonable basis for the stated shipping time. If the seller cannot ship within the promised time—or within the period required when no shipping time was stated—the seller will provide any required delay notice and choice to consent to the delay or cancel for a prompt refund.
5. Split and multi-location shipments
We may divide an order into two or more shipments to reduce delay, accommodate inventory at different locations, comply with carrier restrictions, or use the fulfilment option reasonably available for each item.
Each shipment may have a separate carrier, tracking number, dispatch date, delivery date, packaging style, and return instruction. A partial delivery does not necessarily mean that the remaining items were omitted or cancelled. Review every shipment notice and tracking number before reporting missing items.
Unless expressly stated otherwise, no additional standard shipping charge will be added solely because REACH Supply chooses to split an order. Other approved freight, remote-area, address-correction, or special-handling charges may still apply.
6. Shipping, handling, and additional charges
Shipping and handling charges are calculated or estimated using the product, destination, fulfilment location, carrier service, dimensions, weight, order value, and special-handling requirements known at the time.
Oversized, overweight, fragile, hazardous, high-value, remote-area, residential freight, lift-gate, appointment, inside-delivery, cross-border, or special-handling shipments may require charges that cannot be calculated accurately during checkout. We will request approval before applying a material additional charge that was not previously disclosed, unless the charge is imposed directly on the recipient by a carrier or government authority under the selected delivery terms.
Customer-requested upgrades, redirection, intercepts, declared-value coverage, freight appointments, tailgate service, inside delivery, or use of a customer carrier account may result in additional charges.
Shipping charges are generally non-refundable after the applicable shipping service has been performed, except where the charge resulted from an error by REACH Supply, the service was not provided, or a refund is required by law.
7. Address, identity, and payment verification
To reduce fraud and delivery disputes, we may verify information reasonably related to the transaction, including the billing and shipping addresses, payment authorization, recipient, account history, device or network information, telephone number, and email address.
We may request additional verification, require shipment to an address associated with the payment method, require a signature, change the available carrier service, delay shipment during review, or cancel an order that cannot reasonably be verified.
Do not send passwords, complete payment-card numbers, or unnecessary government identification by ordinary email. When additional documentation is required, follow the secure submission instructions provided by REACH Supply. Personal information used for verification is handled under our Privacy Policy.
8. Carrier selection, tracking, and delivery methods
REACH Supply or the location fulfilling the order may select the carrier and service reasonably suited to the shipment. A carrier displayed at checkout may be replaced with a comparable service because of destination, availability, coverage, product restrictions, or operational requirements, provided that the replacement does not materially reduce a service expressly purchased by the customer without appropriate notice or adjustment.
Tracking information is provided when available. Tracking may not update immediately after label creation, and postal, freight, local-delivery, or cross-border services may provide limited tracking. The REACH Supply order-status page shows the latest order status available in WooCommerce; carrier tracking remains the primary source for in-transit scans.
Customers may check an eligible order at Track Your Order using the order number and billing email associated with the same storefront where the order was placed.
A signature, adult signature, identification check, one-time code, carrier-depot pickup, delivery appointment, or another security measure may be required depending on value, product type, destination, payment review, carrier rules, or claim history.
Where no signature is required, a carrier may leave the package according to its procedures. Safe-drop requests, access codes, concierge instructions, alternate locations, or requests to waive a signature are subject to carrier approval and are used at the customer’s risk to the extent permitted by law.
9. Delivery confirmation and authorized recipients
Carrier records showing delivery to the shipping address, a location associated with that address, or a person or facility reasonably authorized to receive deliveries there are evidence of delivery, but they are not conclusive where the customer provides credible evidence of misdelivery or where applicable law requires further investigation.
An authorized recipient or location may include the customer, another resident or employee, reception, front desk, mailroom, loading dock, concierge, parcel locker, community mailbox, post office, carrier depot, building management, authorized pickup person, or customer-designated safe location.
Proof of delivery may include tracking scans, timestamps, address records, signatures, recipient names, photographs, geolocation information, driver notes, access records, pickup records, one-time codes, or written carrier confirmation.
10. Address changes, corrections, and customer errors
The customer must provide a complete, accurate, and deliverable address, including recipient name, unit or suite, company name where applicable, street address, postal or ZIP code, and essential access information.
Contact us immediately if an address is wrong. We cannot guarantee an address change after authorization, allocation, sourcing, label creation, or dispatch. For fraud prevention, some changes may require cancellation and a new order.
Where permitted by law, the customer is responsible for reasonable carrier, interception, correction, redirection, storage, return, reshipment, customs, or handling charges caused by inaccurate, incomplete, outdated, or unauthorized address information supplied by the customer.
11. Refused, unclaimed, and undeliverable shipments
A shipment may be returned because it was refused, not collected, not accepted, undeliverable, incorrectly addressed, subject to unpaid duties or fees, or because delivery attempts or appointment requirements were not completed.
A refused or returned shipment does not automatically qualify for a full refund and is not a substitute for an approved return. After the products are safely received and inspected, any refund will be determined under our Refund & Returns Policy and applicable law.
Where permitted by law, reasonable original shipping, return shipping, carrier fees, address corrections, duties, brokerage, storage, handling, damage, and applicable restocking charges may be deducted from a refund or charged separately. Non-returnable, special-order, customized, restricted, or customer-damaged products may not qualify for an ordinary return, subject to mandatory rights.
12. Damaged, short, or incorrect shipments
Inspect every shipment promptly. To preserve carrier, warehouse, and fulfilment claim evidence, contact REACH Supply as soon as possible and preferably within 48 hours after delivery if a shipment is visibly damaged, missing items, contains the wrong item, or shows evidence of tampering.
Keep all products, cartons, internal packaging, labels, packing slips, pallets, and damaged materials until we confirm that they may be discarded. We may require the order and tracking numbers, photographs, a description of the issue, carrier inspection, a signed declaration, or return of the item and packaging.
Do not install, modify, program, cut, discard, repair, or continue using a product alleged to be wrong or damaged unless we authorize you to do so or immediate action is reasonably necessary for safety. Altering or disposing of evidence may affect the ability to verify the issue or recover from a carrier or fulfilment provider.
The 48-hour request helps preserve evidence and third-party claim deadlines. It does not eliminate a mandatory legal right that cannot be waived.
13. Lost, stalled, or delayed shipments in transit
A package is not considered lost solely because tracking is delayed, a scan is missed, or an estimated date has passed. Carriers may impose reasonable waiting periods before beginning or concluding a trace.
When appropriate, REACH Supply may open a carrier or fulfilment investigation. The customer agrees to provide reasonably requested information and cooperate with the investigation. A replacement or refund may be delayed until the investigation is sufficiently complete, except where law requires an earlier remedy.
If a delayed shipment is delivered after a replacement or refund has been issued, the customer must promptly notify REACH Supply and cooperate in returning the duplicate shipment or correcting the duplicate recovery, as directed and where legally permitted.
14. Loss, theft, or damage after proper delivery
Where carrier records and the available evidence reasonably establish proper delivery to the correct address or an authorized recipient or location, REACH Supply may treat the delivery obligation as completed, subject to applicable law.
To the fullest extent permitted by law, REACH Supply is not responsible for theft, disappearance, weather exposure, damage, mishandling, or unauthorized removal occurring after proper delivery. We may assist with a carrier inquiry but cannot guarantee a replacement or refund.
We may request confirmation from household members, employees, neighbours, reception, property management, mailrooms, lockers, security footage, the carrier, or local authorities. A police or incident report and signed declaration may be requested where reasonably necessary for a high-value, repeated, or suspected theft claim.
15. Oversized, freight, fragile, hazardous, and restricted products
Oversized, overweight, palletized, fragile, high-value, hazardous, pressurized, battery-containing, chemical, regulated, or restricted products may require freight, special packaging, appointment delivery, depot pickup, commercial-address service, or dangerous-goods handling.
Freight delivery may be curbside or dock delivery only unless additional service is expressly purchased. The customer is responsible for safe access, receiving personnel, unloading equipment, appointments, measurements, permits, and inspection at delivery.
Before signing a freight receipt, note visible damage, missing pieces, or exceptions on the carrier document. Signing without an exception may reduce available evidence for a freight claim but does not eliminate rights that cannot legally be waived.
16. Cross-border orders, duties, and import requirements
Each storefront ships only to destinations and by methods offered or expressly approved for that order. ReachSupply.ca is intended for Canadian delivery, and ReachSupplyCo.com is intended for United States delivery. Cross-border shipment is available only when expressly offered or approved in writing.
Cross-border shipments may be subject to customs review, duties, tariffs, brokerage, import taxes, carrier disbursement fees, regulatory restrictions, or documentation requirements. The checkout page, quotation, shipping term, or order confirmation will determine whether such charges are included, prepaid, billed separately, or payable by the recipient.
The party identified as importer of record is responsible for import declarations, charges, and compliance associated with that role. REACH Supply may cancel or modify a shipment that cannot lawfully, safely, or reasonably be exported or imported. Customs delays are outside our direct control.
17. Freight forwarders, reshippers, and customer-arranged carriers
If an order is delivered to a freight forwarder, reshipper, export agent, parcel-forwarding service, marketplace warehouse, customer-arranged carrier, or other intermediary selected by the customer, responsibility and risk are determined by applicable law and the agreed shipping terms.
To the fullest extent permitted by law, REACH Supply is not responsible for loss, damage, delay, alteration, repackaging, consolidation, export, customs handling, or final delivery occurring after the customer-selected intermediary accepts the shipment.
18. Pickup orders
Pickup is available only when expressly offered for the specific order and location. A customer must not attend a warehouse, distributor, supplier, fulfilment site, or other location unless REACH Supply has issued pickup confirmation and instructions.
Pickup may require the order number, identification reasonably necessary to verify the authorized recipient, a payment card, authorization letter, or identification of the person collecting the order. An order is considered delivered when it is released to the customer or authorized pickup person and recorded as collected, subject to applicable law.
19. Shipping changes and cancellations
Contact us promptly to request cancellation, address changes, carrier changes, or shipping upgrades. A request is not effective until REACH Supply confirms it in writing.
An order may become non-cancellable after sourcing, allocation, special ordering, customization, programming, packaging, label creation, transfer to a fulfilment location, or carrier pickup. Interception or return-to-sender charges may apply where permitted by law.
Cancellation and refund eligibility are governed by our Refund & Returns Policy and mandatory law.
20. Payment disputes and chargebacks
Contact [email protected] promptly if you do not recognize a charge or believe an order was not delivered, was damaged, was incorrect, or should have been cancelled or refunded. This gives us an opportunity to identify the transaction and investigate.
A payment dispute or chargeback does not by itself create a return authorization or determine the underlying delivery, damage, or refund issue. REACH Supply may provide the payment provider, card network, financial institution, carrier, insurer, or reviewing party with relevant transaction and fulfilment evidence, handled in accordance with our Privacy Policy and applicable law.
If a payment dispute is filed while an order is processing or in transit, we may suspend fulfilment, request an intercept, recall the shipment, restrict the account, or take other reasonable steps to prevent duplicate delivery or recovery.
If a customer receives a refund, chargeback, replacement, and retained product resulting in duplicate recovery, the customer must cooperate in returning the product or correcting the duplicate payment where legally permitted. Nothing in this section prevents reporting genuine unauthorized use or exercising a lawful payment-dispute right.
21. Title and risk of loss
Title transfers only after the applicable seller receives cleared payment in full, except where applicable law provides otherwise.
For consumer orders, risk of loss transfers at the time required by applicable law and cannot be shifted earlier where such a shift is prohibited.
For trade, wholesale, commercial, export, freight-forwarder, customer-carrier, and other non-consumer orders, risk of loss is determined by the quotation, agreed shipping term, separate written agreement, and applicable law. Where legally permitted and no different term is agreed, risk may transfer when the shipment is tendered to the carrier or customer-selected intermediary.
22. Events beyond our control and mandatory consumer rights
REACH Supply is not responsible for delay or failure caused by events beyond our reasonable control, including supplier interruption, inventory allocation, carrier failure, customs delay, border interruption, weather, natural disaster, labour disruption, civil unrest, government action, sanctions, cyber incidents, or transportation interruption.
We may extend an estimate, change the carrier or fulfilment method, split an order, allocate inventory, request consent to a delay, or cancel and refund an affected item as appropriate and as required by law.
Nothing in this policy limits a mandatory right to delivery, delay notice, cancellation, refund, replacement, repair, payment dispute, or another consumer remedy that cannot legally be waived. If this policy conflicts with mandatory law, the mandatory law applies.
23. Contact us
For shipping questions, address corrections, delivery issues, or claims, contact:
Include the storefront used, order number, tracking number, delivery address, description of the issue, and supporting photographs or documents when applicable.
Do not return or discard a product until written instructions are issued.