Shipping and Delivery

1. Shipping and Delivery overview

This Shipping and Delivery Policy applies to orders placed through ReachSupply.ca for delivery in Canada and to any Canadian order that expressly incorporates it. For consumer orders, the order confirmation and incorporated policies are intended to provide the delivery arrangements and supply-date information required for an online distance-sales contract.

Under this Shipping and Delivery Policy, processing time, supplier lead time, dispatch time, carrier transit time, and delivery time are separate. A date shown is an estimate unless REACH Supply expressly confirms in writing that it is guaranteed.

2. Distributed fulfilment network

This Shipping and Delivery Policy reflects REACH Supply’s distributed fulfilment model. Products may be stocked, sourced, packed, or shipped by REACH Supply or by an authorized manufacturer, distributor, supplier, warehouse, logistics provider, or fulfilment partner acting for REACH Supply.

Many orders may be supplier-fulfilled, while some orders ship from REACH Supply. Packaging, labels, packing slips, and return addresses may therefore identify another facility. This does not change the seller shown on the order confirmation or invoice.

Do not return a product to the sender address unless written return instructions authorize that location.

3. Processing and availability

Processing may include payment authorization, fraud review, address verification, inventory confirmation, supplier confirmation, allocation, sourcing, compliance review, and preparation for shipment.

“In stock,” “available,” “usually ships,” and similar messages reflect information reasonably available when displayed and are not inventory reservations.

Backordered, special-order, factory-order, restricted, programmed, configured, cut, oversized, hazardous, or sourced-on-request products may require additional time or customer approval.

4. Dispatch and delivery estimates

Estimated dates are based on current inventory information, normal processing, supplier lead times, carrier standards, destination, and service selected. Weekends, holidays, weather, remote-area service, labour interruptions, customs, verification, supplier delay, and unusual demand may affect them.

Express or priority shipping generally accelerates carrier transit after dispatch and does not necessarily accelerate sourcing or processing.

Where applicable consumer law requires a supply date, delay notice, revised date, cancellation option, or refund, REACH Supply will provide the required information or remedy. Consumer Protection BC explains that an online contract should include delivery arrangements and a supply date, and that certain cancellation rights may arise when goods are not delivered: review its guidance for problems with online purchases.

5. Split and partial shipments

We may divide an order to reduce delay, use available inventory, or meet carrier and product restrictions. Each shipment may have a different carrier, tracking number, dispatch date, delivery date, packaging, and return instruction.

A partial delivery does not necessarily mean remaining items are missing. Review all shipment notices and tracking numbers before reporting a shortage.

No additional standard shipping fee will be added solely because REACH Supply chooses to split an order, although approved freight, remote-area, address-correction, or special-handling charges may still apply.

6. Shipping and additional charges

Shipping is calculated or quoted using product weight, dimensions, value, destination, fulfilment location, carrier service, and special-handling requirements known at the time.

Oversized, overweight, fragile, hazardous, remote-area, residential freight, lift-gate, appointment, inside-delivery, high-value, or special-handling shipments may require additional charges. We will request approval before applying a material charge not previously disclosed, unless it is imposed directly on the recipient under the selected delivery terms. Mandatory non-government charges will not be added in a manner that makes an advertised price unattainable; the Competition Bureau explains Canada’s drip-pricing rules.

Shipping charges are generally non-refundable after the service is performed, except where the charge resulted from REACH Supply error, the service was not provided, or law requires a refund.

7. Address requirements and changes

These Shipping and Delivery requirements make the customer responsible for a complete and deliverable recipient name, company where applicable, street address, unit or suite, city, province, postal code, telephone number, and essential access details. For Canadian addressing conventions, review Canada Post guidance on addressing mail and parcels.

Contact us immediately if an address is wrong. We cannot guarantee changes after sourcing, allocation, label creation, transfer, or dispatch. For fraud prevention, a material change may require cancellation and a new order.

Reasonable carrier, correction, redirection, interception, storage, return, and reshipment costs caused by inaccurate customer-provided information may be charged or deducted where disclosed and legally permitted.

8. Shipping and Delivery carriers, methods, and tracking

REACH Supply or the fulfilling location may select the carrier and service reasonably suited to the shipment. A displayed carrier may be replaced with a comparable service because of destination, availability, product restrictions, coverage, or operational requirements.

Tracking is provided when available. A label may be created before the carrier receives the package, and scans may be delayed or incomplete. Carrier tracking is the primary source for in-transit events.

Eligible orders can be checked at Track Your Order using the order number and billing email.

9. PO boxes, remote areas, and restricted destinations

Some products, carriers, values, batteries, hazardous materials, oversized items, and signature services cannot be delivered to a PO box, community mailbox, parcel locker, remote destination, or certain postal codes.

Remote-area surcharges, depot pickup, alternate carrier service, or a street address may be required. We may contact you for an alternate address or cancel an item that cannot be delivered lawfully or reasonably.

10. Delivery confirmation and authorized recipients

Carrier records showing delivery to the shipping address, a location associated with it, or a person or facility reasonably authorized to receive deliveries are evidence of delivery but are not conclusive where credible evidence indicates misdelivery.

An authorized recipient or location may include a resident, 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 may include scans, timestamps, photographs, signatures, recipient names, geolocation, driver notes, access records, pickup records, or carrier confirmation.

11. Signatures and secure delivery

A signature, adult signature, identification check, one-time code, depot pickup, delivery appointment, or other security measure may be required based on value, product, destination, payment review, carrier rules, or claim history.

Safe-drop requests, signature waivers, access codes, concierge directions, and alternate-location requests are subject to carrier approval and may shift responsibility after proper delivery to the extent permitted by law.

12. Refused, unclaimed, and undeliverable orders

A shipment may be returned because it was refused, not collected, undeliverable, incorrectly addressed, subject to unpaid charges, or because delivery attempts or appointment requirements were not completed.

Refusing delivery is not an approved cancellation or return. After receipt and inspection, any credit is determined under the Returns, Refunds & Warranty Policy.

Original shipping, return freight, carrier fees, corrections, storage, handling, damage, and applicable restocking charges may be deducted where disclosed and legally permitted.

13. Shipping and Delivery claims for damage, shortages, or incorrect items

Inspect shipments promptly. Contact REACH Supply as soon as possible and preferably within 48 hours after delivery for visible damage, missing items, incorrect items, quantity differences, or tampering.

Keep the products, cartons, internal packaging, labels, packing documents, pallets, and damaged materials. We may request photographs, serial numbers, a signed declaration, carrier inspection, or return of the shipment.

Do not install, modify, program, cut, discard, repair, or continue using an item alleged to be wrong or damaged unless authorized or immediate action is reasonably necessary for safety.

The 48-hour request protects evidence and third-party claim deadlines; it does not eliminate a non-waivable legal right. Submit the issue through Returns & Warranty Requests and keep the product and packaging until written instructions are provided.

14. Lost, stalled, or delayed shipments

A package is not considered lost solely because an estimate passed or tracking did not update. Carriers may require a waiting period before opening or concluding a trace.

REACH Supply may open a carrier or supplier investigation and request reasonable cooperation. A replacement or refund may be delayed until the investigation is sufficiently complete, except where law requires an earlier remedy.

If a delayed shipment arrives after a replacement or refund, notify us and cooperate in returning the duplicate or correcting duplicate recovery where legally permitted.

15. Loss, theft, or damage after proper delivery

Where evidence reasonably establishes 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.

REACH Supply is not responsible for theft, weather exposure, mishandling, or unauthorized removal occurring after proper delivery to the fullest extent permitted by law. We may assist with an inquiry but cannot guarantee a replacement or refund.

16. Freight, oversized, fragile, hazardous, and restricted products

Palletized, oversized, overweight, fragile, high-value, battery-containing, chemical, pressurized, hazardous, or regulated products may require special packaging, freight, appointment delivery, depot pickup, commercial-address service, or dangerous-goods handling.

Freight may be curbside or dock delivery unless another service is purchased. The customer must provide safe access, receiving personnel, unloading equipment, appointments, measurements, permits, and inspection. Some batteries and battery-containing products are regulated during transport; Transport Canada explains shipping requirements for lithium batteries and battery-powered devices.

Visible freight damage or shortages should be recorded on the carrier document before signing where practical.

17. Pickup orders

Pickup is available only when expressly offered and confirmed for a specific order and location. Do not attend a supplier, warehouse, distributor, or fulfilment site without written pickup instructions.

Pickup may require the order number, identification, payment verification, or authorization for the person collecting. The order is considered delivered when released and recorded as collected, subject to law.

18. Cross-border and customer-arranged shipping

ReachSupply.ca is intended for Canadian delivery. Cross-border shipment is available only when expressly quoted or approved.

If you select a freight forwarder, reshipper, export agent, marketplace warehouse, or customer-arranged carrier, responsibility after that intermediary accepts the shipment is determined by the agreed shipping terms and applicable law.

Duties, tariffs, brokerage, customs, import taxes, documentation, regulatory restrictions, and importer-of-record obligations may apply to an approved cross-border order.

19. Shipping changes and cancellations

Contact us promptly to request cancellation, an address change, carrier change, or service upgrade. A request is not effective until confirmed in writing.

An order may become non-cancellable after supplier commitment, sourcing, allocation, customization, packaging, label creation, transfer, or carrier pickup. Intercept and return-to-sender charges may apply where legally permitted.

20. Trade and business deliveries

Trade, wholesale, institutional, government, freight, job-site, and commercial orders may be subject to quotation terms, business receiving hours, dock requirements, appointments, customer carrier accounts, partial shipments, or risk-transfer terms.

Approved trade customers remain subject to this Shipping and Delivery Policy and the Trade Account Terms.

21. Mandatory rights and events beyond our control

REACH Supply is not responsible for delay caused by events beyond reasonable control, including supplier interruption, inventory allocation, carrier failure, weather, natural disaster, labour disruption, government action, sanctions, customs, cyber incidents, or transportation interruption.

We may extend an estimate, change the carrier or fulfilment method, split the order, request consent to delay, or cancel and refund an affected item as appropriate.

Nothing in this policy limits a mandatory right to delivery, notice, cancellation, refund, replacement, repair, payment dispute, or another remedy that cannot legally be waived.

22. Shipping and Delivery contact

For questions about this Shipping and Delivery Policy, address corrections, tracking, delivery issues, damage, shortages, or shipping claims, use the Support Center or contact:

Include the order number, tracking number, delivery address, issue description, and supporting photographs where applicable. For general business or policy questions, the Contact Us page is also available. Do not return or discard a product until written instructions are issued.