Shipping & Delivery

1. Scope and delivery stages

This policy applies to orders placed through ReachSupply.ca for Canadian delivery and to any approved order that expressly incorporates it. Order-specific delivery arrangements and required contract disclosures are provided with the transaction.

Store processing, supplier lead time, dispatch, carrier transit and final delivery are separate stages. Estimates help you plan; they do not replace an agreed supply date or a legally required delay, cancellation or refund process.

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 a supplier, distributor, manufacturer, warehouse, or logistics partner supporting the order.

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

Estimates reflect available inventory, supplier lead times, processing, destination and carrier service. Weekends, holidays, weather, remote-area schedules, customs, verification or supply disruptions may affect timing.

Express shipping usually changes carrier transit after dispatch; it does not automatically shorten supplier lead time or store processing. Any express guarantee depends on the service actually agreed.

We will communicate material delays and provide revised information or options as required. Calling a date an estimate does not remove your statutory rights. A required supply date must be stated in the transaction rather than replaced with an open-ended disclaimer.

For British Columbia online contracts, see the current distance-sales cancellation guidance, including the rules for contracts entered into on or after 1 August 2026. Other provinces and territories may have different requirements.

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 the product, weight, dimensions, destination, fulfilment location and selected service. Known shipping and required additional costs must be disclosed at the legally required point before purchase.

Oversized, remote-area, freight, lift-gate, appointment, inside-delivery or dangerous-goods services may have separately disclosed charges. A material new charge requires approval where applicable; we will not use a general policy statement as permission to charge an undisclosed amount.

Completed shipping services are usually non-refundable for a voluntary change of mind. Seller error, a service not provided and statutory cancellations may require a different refund. The refund rules explain that distinction.

7. Address requirements and changes

Provide the recipient’s name, company if applicable, street address, unit or suite, city, province or territory, postal code, telephone number and essential delivery-access information.

Use the Support Center immediately if an address needs correction. Changes cannot be guaranteed after allocation, label creation or dispatch. A material change may require fresh payment verification or a replacement order for security reasons.

Reasonable correction, interception, storage, return or reshipment costs caused by inaccurate customer information may be charged only where disclosed or agreed and legally permitted. Incorrect written instructions or address handling by REACH Supply are not treated as customer error.

8. 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

Delivery must be made to the agreed destination or an authorized recipient or location using the agreed arrangements. Possible authorized recipients include a designated household member, employee, reception, mailroom, loading dock, concierge or collection point, depending on those arrangements.

A carrier’s “delivered” scan is evidence, not conclusive proof against credible misdelivery information. Records may include photographs, signatures, timestamps, recipient names, location data, access notes and pickup confirmation.

REACH Supply will review a credible delivery concern rather than assume that a scan to a nearby or associated location necessarily completed the order. Mandatory seller responsibilities remain applicable.

11. Signatures and secure delivery

A signature, identification check, code, depot collection or appointment may be required for the product, value, destination or carrier service. Any arrangement should be communicated with the order or delivery instructions.

A safe-drop request, signature waiver or alternate location must be one you actually authorize and the carrier can honour. Responsibility after a properly authorized delivery is determined by the agreement and applicable law; a generic policy is not consent to leave a shipment anywhere.

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 Policy.

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

13. Damage, shortages and 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 missed estimate or temporary tracking gap does not always mean a package is lost. We may open a carrier or supplier trace and request information reasonably needed to locate the shipment.

A trace must not be used to postpone a statutory cancellation or refund beyond the applicable deadline. Contact us when an order is late or cannot be located; preserve your cancellation and dispute rights within the relevant time limits.

If goods arrive after a replacement or refund, tell us so the outcome can be reconciled according to law. We will provide any lawful return instructions and clarify costs rather than assume the customer must pay again.

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, fragile, high-value, battery-containing or regulated products may require freight, special packing, an appointment, depot collection, a commercial address or dangerous-goods handling.

Freight is curbside or dock delivery unless another service is agreed. Before dispatch, confirm any required access, receiving personnel, unloading equipment, appointment, dimensions and permits.

Record visible damage or shortages on the delivery document where practical and retain photographs and packaging. Do not re-ship a damaged battery, pressurized product or other potentially dangerous item without suitable instructions and a lawful transport method.

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

Request an ordinary cancellation, address correction or service change promptly through the Support Center. A voluntary change is effective when confirmed in writing and may no longer be possible after supplier commitment, customization, packing or dispatch.

Any cancellation, interception or return cost must have a lawful, disclosed basis. These operational limits do not make a statutory cancellation conditional on our approval. See order cancellation rights and handling.

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. Get help with a shipment

Use Track Your Order for shipment status. For damage, missing or incorrect items, non-delivery or another shipping claim, use Returns & Warranty Requests. Address corrections and other order questions go to the Support Center.

Include the order and tracking number, a description of the issue and relevant photographs. When a portal cannot be used, you can still contact us or give any legally permitted written notice.