All orders (excluding from Canada) are shipped from our fulfillment house based in Blaine Washington USA by United States Postal System (USPS). During Checkout you will be able to select your desired method Parcel Post, First Class Mail, Priority Mail, Or Priority Express.
To obtain a shipping quote add the desired items to your shopping cart. Once you have click "estimate shipping" and set the location you would like your order to be shipped to . This will give you the most accurate shipping estimate.
Shipping times are estimates within any shipping method selected and are not guaranteed due to normal issues with the shipper (weather delays, high volume, etc.) or an unforeseen circumstance.
Orders will be shipped within 24 hours (excluding weekends). Upon being shipped tracking information will be sent to your via email and updated in your account order history. Please check your junk mail or spam folder if you cannot find this email. You can use the USPS Track & Confirm tool to track your order.
Orders within the USA.
- All orders within the United states come with tracking.
Orders within Canada.
- Canadian orders will be shipped by Canada Post and shipped out of Surrey BC. Unless you select an alternative method they will be shipped out by the postage option you selected.
- International orders shipped by first class mail will usually take between 2-4 weeks depending if there is a delay at customs.
- We ship worldwide. Major locations like the UK, and Australia usually receiver orders fairly quickly.
- If you want to receive your order quickly please choose Priority Express Mail, it comes with full tracking and should arrive in 3-5 business days.
- Orders shipped by first class mail international are not covered by our lost shipment policy.
- If shipping to any countries outside the ones that offer USPS delivery confirmation (using USPS tracking numbering) you will need to setup your own intermediate shipping method such as www.myus.com. We do not ship directly with USPS to any countries that do not provide USPS delivery confirmation (using USPS tracking numbering). In these circumstances we sill ship to your US address as determined by your www.myus.com acccount (or other shipper per your choice).
Customer Information and Delivery
The customer is responsible for entering the correct address for orders. Packages that are returned to us due to incorrect addresses will be re-shipped at additional cost to the customer. Return shipping charges that are incurred due to incorrectly addressed packages will be paid by the customer.
If a package is un-deliverable, the customer is responsible for any return shipping charges and for cost of re-shipping a package when required.
Returns & Missing Orders
- Returns. Contact us within 30 days of your date of purchase at email@example.com to receive RMA number. Returns must be sent back to our Canadian address on our "contact us" page and include your invoice number. Please send return back through the local post system ( USPS, Canada Post, Royal Mail etc.) Shipping charges are not refunded in the case of returns. The customer must return the product in the original condition and complete with all original packaging components to receive a full refund (not including shipping) for the 30 day money back return policy. The partially used Cerra Water cartridges or cerragizers must also be returned for our examination. Otherwise the returned product will be assessed for a partial refund only.
- Lost During Shipping. Before assuming your product is lost check your tracking number, it can be found by logging into your account and clicking your name at the top right had of the screen. Then try the following procedures.
USA & Canadian orders
- When it is shipped the tracking will also be emailed to you. If it indicates "notice left" it means you were not home to receive the package and it is available for pickup at your local post office or can be redelivered. You must contact USPS, Canada Post or your local post provider to resolve this issue.
For USA USPS (United States Postal Service) missing or delivery problems you will need to follow the recommended steps on the USPS website as follows:
1. Check the Current Status with your tracking number
2. Complete and submit the Help Request Form first for all issues like your package is missing in local delivery. Your local post office will get this Help Request and assist you with the problem. If the Local Post Office was unable to resolve the problem then you can advise us by email of what the Local Post Office has advised you. With this information we may then need to do the next step of "Submit a Missing Mail Search Request". We will also need a written letter from you saying what the specific problem was and what the circumstances were.
3. If the problem is not resolved directly with the local post office in the previous step then we may need to "Submit a Missing Mail Search Request" on your behalf. We will take your information from step 2 and submit the request. If USPS cannot locate the missing package then they will advise us and we will re-send your order for free.
4. We will also File a Claim with USPS for all insured packages. You will need to provide us all information from step 2 to support the claim.
For Canada Post missing packages customers will first need to follow the Canada Post help guidelines per the Canada Post website:
After you have followed the Canada Post Help Procedures and if Canada Post confirms the package was lost then you will need to forward this information to us by email
- International shipments via first class mail can sometimes take over 1 month to arrive. Please check with your local post office as they may have received your order already and it will be available for pick up.
For all International Orders first contact your local post office to get immediate help. If the local Post System cannot resolve your delivery problem then send us an email with the details.
For International orders you must request your local postal system to also do an investigation to confirm if your package was lost, and provide us with their results.In 99% of the cases you will receive your order by trying the above solutions but in the rare circumstance that is has gone missing and we are unable to track it down we will re-send your order for free.