I am using this topic to answer questions regarding the Order Status, Shipping and Delivery. Here is our Shipping and Delivery Policy
Welcome to ask more questions.
Hi, my order status shows 'Shipping Started', but I couldn't see the tracking number.
Hi,
We offer three shipping methods, depending on your selection: International Express, Group Freight, and Ground Shipping.
- International Express: Shipped by our overseas team via air freight. Once the order status is "Shipping Started," our system will receive a tracking number from the carrier within 24 hours, then update your order status.
- Group Freight (Ocean): "Shipping Started" indicates that your order has been shipped via ocean freight as part of a consolidated shipment. Tracking information is unavailable until the order arrives in Canada and the domestic shipping phase begins.
- Ground Freight (In-Stock/Local): For in-stock items, tracking numbers are provided upon shipment. Please note that for GTA or GVA orders, we may use a local delivery partner. In these cases, a tracking number may not be provided, but your order will be delivered within 24 hours of dispatch.
HTH
Hi, my order status shows 'Shipping Started', but I couldn't see the tracking number.
Q: Why is there an “Extra Shipping” order attached to my account?
A: There are two main reasons why an “Extra Shipping” charge may be applied:
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Canada is a large country, and some shipping addresses (including certain PO Boxes) fall outside our carrier partners’ service areas. In these cases, we must use third-party carriers to deliver the order, which results in additional charges.
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Due to unpredictable tariff adjustments, international shipping costs can change frequently. Our system may not always reflect these updates in real time, so we manually review and adjust the shipping cost when necessary.
Q: Do I have to pay the “Extra Shipping” charge?
A: No, the “Extra Shipping” charge is not mandatory. However, it is required if you wish to proceed with your original order. Your order will only be processed after the “Extra Shipping” fee has been paid.
You may choose to reject or cancel the “Extra Shipping” charge. In that case, your original order will be cancelled, and a full refund will be issued.
Please note that the “Extra Shipping” charge is only added while your original order is in “Pending” status, meaning you still have the option to proceed or cancel.
Hello, my last Order update was "GTA Arriving", and it was 2 weeks ago. What should happen next? Its a Group Freight (Ocean) order.
Hi,
For the 'Group Freight', ‘GTA Arriving’ or ‘GVA Arriving’ means your order has been sent to our GTA or GVA location. After it arrives, it will undergo QA testing. Once your order has passed QA and been packaged, it will be shipped via our carrier partner, and you will receive a domestic tracking number. You can also inquire about your order status via our message line at 518-880-9128. for more detail.
Thanks,
Hello, my last Order update was "GTA Arriving", and it was 2 weeks ago. What should happen next? Its a Group Freight (Ocean) order.
Q: What factors make the “Group Freight” cost higher?
A: The system calculates the “Group Freight” cost based on zip code (postal code/address), weight, dimensions, and declared value. Our system is linked directly to our shipping carrier partner’s system and automatically calculates the shipping fee based on your shopping cart. Therefore, there is no way to manually reduce the cost.
Q: How can I reduce the “Group Freight” shipping time and cost?
A: For orders under 2 kg and shorter than 50 cm, the “Int. Express” shipping method may be a better choice, although the cost may be slightly higher for smaller orders.
You can also split “In Stock” items and “Pre-Order” items into separate orders.
- In Stock items: Displayed as “In Stock” on the product page
- Pre-Order items: “On backorder” or “Shipping by vendor” items, normally displayed as “12–15 Days Shipping”
Overall, “Group Freight” is a cost-saving shipping option, but it may not be the best choice for customers who are looking for both cheaper and faster shipping.