Please note that the estimated shipping time you see at checkout isn’t a guaranteed delivery time and doesn’t include the time it takes for our fulfillment team to process the order and get it out the door.

  

Which are my shipping options and how much do they cost?

All orders over $79 include free shipping with Purolator Ground. For orders under $79, your personal shipping rate will be calculated and displayed once you've reached checkout and filled out your shipping address. We ship through Canada Post or Purolator. The cost of shipping depends on the size of your order and where you're located. 

 

Do you ship to the US?

We only sell and ship XPOWER products to Canadians in Canada.
If you’re in America, please order XPOWER products from our friends at AirChaser: www.airchaser.com

When will my order ship?

You can expect your order to be processed and picked up by our carrier within 2-3 business days, assuming it’s in stock.
We'll notify you via email if it's not in stock. 
Once the order has been processed, you will receive a tracking number in your inbox, so you can follow the package’s journey to you.

 

Why is my tracking information missing?

It usually takes 24 hours or more for the tracking information to show up in the tracking tool. So don’t panic if you’ve clicked the link to track your package and the information is missing. It likely just means that the package hasn’t been scanned by the carrier yet.
If several business days go by without any updates, please let us know.
If you didn’t receive a tracking number, please check if it landed in your spam box before you get in touch with us.

 

When will I receive my order?

Once you’ve received a shipping confirmation and tracking number, it will take at least one, but more often a few, business days until you receive your order.
The delivery time depends on how far away you are from our fulfillment centre in Oakville, Ontario.
Please note that the estimated shipping time you see at checkout isn’t a guaranteed delivery time and doesn’t include the time it takes for our fulfillment team to process the order and get it out the door.
If you are in a rush to receive your order, we do have express shipping options available at checkout.
We cannot guarantee you’ll receive your order by a certain day, but if it’s absolutely vital that you get it that day, please contact us and we’ll see what we can do to make that happen.

 

What if the product I want is out of stock?

If a product is out of stock, we’ll notify you via email. If possible, we’ll let you know an estimated arrival time.
You’re free to cancel or change your order at any time during the waiting period, as long as the order hasn’t been shipped out. 

 

What if I never received my order?

If you haven’t received any confirmation email or other correspondence from us after placing your order, it’s possible we never received your order in the first place, or your order was missed. If this happens, please contact us before placing your order again.
If your tracking information indicates that the order has been delivered, but you haven’t received it, please double-check that you have the correct shipping address on your order confirmation.
If the address on your order confirmation is wrong, please contact us.
If the address is right, please look for the package in these places before contacting us:
For businesses - Check the mailroom, front desk or security, courier service or 3rd party.
For apartment buildings - Check your individual box or parcel locker (Canada Post will leave a key in your box). Ask security, the building superintendent or concierge.
For community mailboxes - Check your box for the package or a parcel locker key.

 

What if the carrier lost my package?

We insure all our shipments; in case something would go wrong along the way.
If your package is lost and you suspect the error was made by the carrier, please get in touch with us so we can submit a claim to get your money back.
Once they’ve investigated the matter and find that the error was indeed theirs, they’ll issue a shipping refund and you’ll get your money back. 

 

What if I received the wrong order or something is missing?

Please double-check your order confirmation email, to see if you happened to make a mistake when you first placed the order. If you missed to add something to your order, feel free to place a new order.
If you ordered the wrong product, please check our return policy.
If you received something else than what you had ordered, please contact us so we can correct the mistake. Make sure to include your receipt/invoice number.

 

What if the package/product arrived damaged?

Please get your camera out and document the damages as thoroughly as you can.
Send us the pictures and a description of the damages, along with your receipt/order number and we’ll submit a claim with the carrier.
If their investigation shows they mishandled the package, you’ll get your money back.
If you suspect the product was damaged due to an error made by us or the manufacturer, please contact us directly so we can correct the mistake.


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