Shipping policy
Shipping Policy
All orders placed through 9rgw.ca are packed and shipped from Surrey, British Columbia, Canada.
Order Processing
Orders are processed on business days and dispatched as promptly as possible. Processing may take longer during holidays, major promotions or periods of unusually high order volume.
Once an order has been handed to the carrier, you will receive a shipping confirmation email with tracking information when tracking is available.
Shipping Rates
Shipping costs are calculated at checkout based on the destination, package weight and available shipping service. The applicable shipping charge will be displayed before payment is completed.
Where applicable, shipping and handling costs include packaging and shipment insurance. Import duties, taxes and brokerage fees are not included.
Delivery Times
Any delivery dates or transit times displayed at checkout are estimates provided by the carrier and are not guaranteed by 9Rivers.
Delivery may be delayed by customs processing, weather, service interruptions, remote destinations, peak-season demand or other circumstances beyond our control.
International Shipping
We ship to most countries and regions available through our online checkout. If a destination is unavailable at checkout, please contact us before placing your order.
International customers are responsible for all import duties, taxes, customs charges, brokerage fees and other charges imposed by the destination country. These charges are not collected by 9Rivers and may be payable before delivery.
Customers are also responsible for confirming that the products they order may legally be imported into their destination country.
Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address.
If you notice an error after placing an order, please contact us immediately. We will try to correct the address before shipment, but changes cannot be guaranteed once an order has been processed or handed to the carrier.
Additional shipping charges may apply if an order must be resent because of an incorrect or incomplete address.
Lost Shipments
If tracking has not updated for an unusual length of time or your order appears to be lost, please contact us so that we can investigate the shipment with the carrier.
A replacement or refund may be issued after the carrier confirms that the shipment has been lost. Carrier investigations can take time, particularly for international shipments.
If tracking shows that a package has been delivered but you cannot locate it, please check with household members, neighbours, the delivery location and the carrier before contacting us. We will assist where reasonably possible.
Damaged Shipments
If your order arrives damaged, please keep the product, shipping carton, packing materials and shipping label.
Contact us as soon as possible and provide:
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Your order number
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A description of the damage
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Photographs of the product, packaging and shipping label
Please do not discard any packaging until the claim has been resolved, as the carrier may require it for inspection.
Returned or Refused Shipments
If a shipment is returned because of an incorrect or incomplete address, unsuccessful delivery attempts, refusal of delivery or unpaid duties and taxes, the customer may be responsible for the original shipping cost, return charges and the cost of reshipping the order.
If a refund is requested after the shipment is returned to us, applicable shipping and return charges may be deducted from the refund.
Contact Us
If you have questions about shipping, delivery or an existing order, please contact us through our Contact page:
We will be happy to help.