1. Shipping Policy
We provide free shipping for all items in Canada except for the following provinces YT, NT, NU and some rural areas such as the following Canadian Postal Codes: A0K, A0P, A0Q, A0R, and X0A-Y9Z. If you are outside Canada, please contact us to get a shipping quote at 1-877-792-6080 or customerservice@aosom.ca .
We will email tracking codes to the buyers within 24 hours after the item has shipping. Normally, the item will be delivered in 1 to 3 business days if you live in Ontario. For residents who live outside of Ontario, your items will be delivered in 2-9 business days. You can go on the courier"s website and check the status at any time once you received the tracking number.
If you are not at home, the driver may leave the package at your front door. Re-deliveries are made only two times. If you miss the second delivery, you have to pick up the item at the station within a few days before it will be returned back to our warehouse.
If the package appears damaged, please write "Package Damaged" when you sign for the delivery. After receiving the package, please email us immediately. We will contact you to proceed with the damage claim. Please DO NOT throw away the boxes or packaging materials, otherwise, your claim will not be honored by the shipping company. We are not directly liable for any loss, theft, or damages, during delivery. Please be patient as we have to claim the damage with the shipping courier and send you the parts or replacement.
In addition, we do provide pick up service. Please give us a phone call if you wish to come and pick up your package. After we proceed your payment, we will send you an Email notification regarding the pickup details and your invoice.
We will email tracking codes to the buyers within 24 hours after the item has shipping. Normally, the item will be delivered in 1 to 3 business days if you live in Ontario. For residents who live outside of Ontario, your items will be delivered in 2-9 business days. You can go on the courier"s website and check the status at any time once you received the tracking number.
If you are not at home, the driver may leave the package at your front door. Re-deliveries are made only two times. If you miss the second delivery, you have to pick up the item at the station within a few days before it will be returned back to our warehouse.
If the package appears damaged, please write "Package Damaged" when you sign for the delivery. After receiving the package, please email us immediately. We will contact you to proceed with the damage claim. Please DO NOT throw away the boxes or packaging materials, otherwise, your claim will not be honored by the shipping company. We are not directly liable for any loss, theft, or damages, during delivery. Please be patient as we have to claim the damage with the shipping courier and send you the parts or replacement.
In addition, we do provide pick up service. Please give us a phone call if you wish to come and pick up your package. After we proceed your payment, we will send you an Email notification regarding the pickup details and your invoice.
2. What is the Shipping Fee for this item? How can I get the correct Shipping Fee?
Free shipping for all items in Canada.
3. Do you ship anywhere in Canada?
Yes we ship anywhere in Canada except for the following Canadian Provinces and Postal Codes: YT, NT, NU, A0K, A0P, A0Q, A0R, and X0A-Y9Z.
4. Can you deliver my order to PO Box?
We only deliver to verified physical addresses. We do not deliver to PO Box.
5. What Courier / Shipping companies does aosom.ca use?
Aosom.ca uses FedEx, Canpar, UPS and Day&Ross.
6. When I try to pay my item, the shipping cost is not correct. How Can I fix it?
When you checkout and find out that the shipping cost is not the same with the one from Shipping Section, please contact us immediately. Please provide us with your physical shipping address, postal code and phone number, our customer service will fix the problem for you manually.
7. I have paid. When will you ship my order?
All shipment will be made within 24 hours from the day that payment is verified and cleared. No weekend, holiday or after hours delivery available.
8. Why do you require my telephone number as mandatory for delivery?
Courier companies request Customers telephone numbers as mandatory for delivery. Courier will contact you if you are not available to receive the delivery or when the driver can not find the address. The courier also needs to contact buyer if shipping damage or shipping lost occurs.
9. How to track my item and how long it will take for shipping?
There are two methods to track your order:
1) You can see the tracking information in the order list page(Account→My orders) once your order is shipped out. The information will be automatically updated in real-time.
2) You will receive an email with the tracking number(s) after your order has been shipped. Please click the tracking number(s) in the email and you will see a webpage showing the tracking details of the shipment(s).
If you did not receive the tracking number or your item has not been delivered within 9 business days after receive our payment confirmation email, please contact us immediately. We will be unable to trace it if you contact us too late.
1) You can see the tracking information in the order list page(Account→My orders) once your order is shipped out. The information will be automatically updated in real-time.
2) You will receive an email with the tracking number(s) after your order has been shipped. Please click the tracking number(s) in the email and you will see a webpage showing the tracking details of the shipment(s).
If you did not receive the tracking number or your item has not been delivered within 9 business days after receive our payment confirmation email, please contact us immediately. We will be unable to trace it if you contact us too late.
10. Do I need to sign for my item on delivery?
Most couriers do not require signature upon delivery. Driver may leave the package at your front door if nobody at home.
11. I am not at home while the driver delivers my item. Will they redeliver my item?
If you are not at home, the driver may leave the package at your front door. Re-deliveries are made only two times. If you miss the second delivery, you have to pick up the item at the station within a few days before it will be returned back to our warehouse.
12. What if my item/ package arrives damaged?
When you receive your item, please check your item careful. If the package appears damaged, please write "Package Damaged" when you sign for delivery. After receive the package, please email us immediately. We will contact to proceed the damage claim. Please DO NOT throw away the boxes or packaging materials, otherwise your claim will not be honoured by the shipping company. We are not directly liable for any loss, theft, or damages, during delivery. Please be patient as we have to claim the damage with the shipping courier and send you the parts or replacement.
13. Can I go to your warehouse to pick up my item?
1.If you don't receive your packages by the estimated delivery date, the On-Time Delivery Guarantee service will provide you with a CA$5 off voucher for your next order (Each order can only get once).
2. The On-Time Delivery Guarantee only applies to orders placed by registered customers.
3. How to get the coupon: Fill out the On-Time Delivery Guarantee application form.
4. The Guaranteed Delivery Date is the latest date of the estimated delivery included in your order confirmation email. The date that the package arrives at your address is determined by the tracking information provided by our courier company. Please note, an attempt to deliver on or before the guaranteed delivery date is considered to meet the on-time delivery guarantee (i.e., if an attempt to deliver is made but is unsuccessful, or if the package is returned to the sender due to reasons such as being away from home).
5. Suitable circumstances include: Any parcel within the order not arriving before the anticipated latest delivery time.
6. The following special circumstances are not suitable:
- The customer provides an inaccurate delivery address or postcode at checkout.
- Orders for wholesalers, guest orders.
- Orders for which a no-reason return or exchange has been requested.
7. If a package does not arrive by the Guaranteed Delivery Date due to an unforeseen circumstance beyond our control ("Force Majeure Event"), such as acts of God, natural disasters, earthquakes, severe weather, strikes, pandemic-related restrictions, war, civil unrest, government orders or actions, national or regional emergencies, telecommunication breakdowns, power outages, inadequate transportation services, or other similar events beyond our reasonable control. Whether an event is a Force Majeure Event will be determined by us at our sole discretion.
Please contact our Customer Service team for any questions.
2. The On-Time Delivery Guarantee only applies to orders placed by registered customers.
3. How to get the coupon: Fill out the On-Time Delivery Guarantee application form.
4. The Guaranteed Delivery Date is the latest date of the estimated delivery included in your order confirmation email. The date that the package arrives at your address is determined by the tracking information provided by our courier company. Please note, an attempt to deliver on or before the guaranteed delivery date is considered to meet the on-time delivery guarantee (i.e., if an attempt to deliver is made but is unsuccessful, or if the package is returned to the sender due to reasons such as being away from home).
5. Suitable circumstances include: Any parcel within the order not arriving before the anticipated latest delivery time.
6. The following special circumstances are not suitable:
- The customer provides an inaccurate delivery address or postcode at checkout.
- Orders for wholesalers, guest orders.
- Orders for which a no-reason return or exchange has been requested.
7. If a package does not arrive by the Guaranteed Delivery Date due to an unforeseen circumstance beyond our control ("Force Majeure Event"), such as acts of God, natural disasters, earthquakes, severe weather, strikes, pandemic-related restrictions, war, civil unrest, government orders or actions, national or regional emergencies, telecommunication breakdowns, power outages, inadequate transportation services, or other similar events beyond our reasonable control. Whether an event is a Force Majeure Event will be determined by us at our sole discretion.
Please contact our Customer Service team for any questions.
