Shipping policy

Thank you for shopping with HexaGrail. This Shipping Policy explains how orders are processed, shipped, delivered, and handled for customers in Canada and internationally.

Because certain HexaGrail products may be made to order, produced in limited quantities, customized, or prepared specifically for an individual order, processing and shipping times may vary.

Nothing in this Shipping Policy limits or excludes any rights you may have under applicable consumer protection laws.

1. Order Processing Times

Orders are processed after payment has been successfully received and confirmed.

Estimated processing times may vary depending on:

  • Product availability;
  • Order volume;
  • Product quantity;
  • Production requirements;
  • Whether an item is made to order or customized;
  • Peak sales periods;
  • Holidays; and
  • Other circumstances outside our reasonable control.

Any processing time displayed on a product page, at checkout, or elsewhere on our website is an estimate unless expressly stated otherwise.

Processing time refers to the time required to prepare an order before shipment. It does not include carrier transit time.

2. Made-to-Order and Custom Products

Certain HexaGrail products may be manufactured, printed, assembled, customized, or prepared after an order is placed.

Made-to-order and custom products may require additional processing time before shipment.

Where possible, estimated production or processing times will be communicated on the relevant product page, during checkout, or through order communications.

Production timelines are estimates unless expressly guaranteed in writing.

3. Shipping Destinations

HexaGrail may ship to customers in Canada and other eligible international destinations.

Available shipping destinations may vary depending on:

  • Carrier availability;
  • Product restrictions;
  • Package size or weight;
  • Customs requirements;
  • Applicable laws or regulations; and
  • Other logistical considerations.

If we are unable to ship an order to the destination provided, we may contact the customer to discuss available options or cancel and refund the affected order where appropriate.

4. Shipping Rates

Shipping charges are calculated or displayed at checkout unless otherwise stated.

Shipping costs may depend on factors including:

  • Destination;
  • Package size;
  • Package weight;
  • Shipping service selected;
  • Carrier rates;
  • Order value; and
  • Other applicable shipping factors.

Any free-shipping promotion is subject to the terms stated at the time of the promotion.

5. Estimated Delivery Times

Estimated delivery times may be displayed at checkout or communicated after shipment.

Delivery estimates are not guaranteed unless expressly stated otherwise.

Actual delivery times may be affected by circumstances including:

  • Carrier delays;
  • Customs processing;
  • Weather;
  • Holidays;
  • High shipping volumes;
  • Labour disruptions;
  • Transportation interruptions;
  • Incorrect or incomplete addresses;
  • Remote delivery locations;
  • Government actions;
  • Border delays; and
  • Other circumstances outside HexaGrail’s reasonable control.

Processing time and carrier transit time are separate.

6. Order Tracking

Where tracking is available, customers will generally receive tracking information after the order has shipped.

Tracking information may take time to update after a shipping label is created or after the package is transferred to the carrier.

A shipping confirmation or tracking number does not necessarily mean the carrier has already scanned or physically received the package.

7. Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please review your shipping information carefully before submitting your order.

If you notice an error in your shipping address, contact HexaGrail as soon as possible. We cannot guarantee that an address can be changed after an order has entered processing or has been shipped.

HexaGrail is not responsible for delivery issues caused by incorrect, incomplete, or outdated shipping information provided by the customer, except where required by applicable law.

Additional shipping, return, redelivery, customs, or carrier charges resulting from an incorrect or incomplete customer-provided address may be the customer’s responsibility where permitted by law.

8. International Shipping

International orders may be subject to customs processing, import requirements, duties, taxes, tariffs, brokerage fees, handling charges, or other government or carrier-imposed charges.

Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping charge paid to HexaGrail.

Where applicable, the customer may be responsible for duties, import taxes, customs charges, brokerage fees, and similar charges imposed by the destination country, government authority, customs agency, or carrier.

Customers are responsible for understanding any import requirements that may apply in their destination country.

Nothing in this section overrides any amounts expressly collected by HexaGrail at checkout or any obligations imposed by applicable law.

9. Customs Delays

International shipments may be delayed by customs authorities or border processing.

Customs processing times are outside HexaGrail’s direct control.

HexaGrail cannot guarantee the length of time required for customs clearance.

Customers may be required to provide information or complete steps requested by customs authorities or the carrier before delivery can be completed.

10. Duties, Taxes, and Import Charges

Depending on the destination and the checkout method used, duties and taxes may be:

  • Collected at checkout;
  • Collected by the carrier before or upon delivery;
  • Collected by customs authorities; or
  • Otherwise assessed under the laws of the destination country.

Customers should review the information presented at checkout carefully.

HexaGrail does not guarantee that customer-paid duties, import taxes, customs fees, brokerage charges, or similar third-party charges will be refundable if an order is returned, refused, or abandoned.

Any refund of such charges may depend on the applicable government authority, carrier, payment arrangement, or local law.

11. European Union and European Economic Area Orders

Customers located in the European Union or European Economic Area may have mandatory rights under applicable consumer protection laws.

Nothing in this Shipping Policy limits or excludes those rights.

Where applicable, information regarding product pricing, shipping charges, taxes, duties, delivery, and other required costs will be presented in accordance with applicable law and the information available through our checkout process.

Returns and statutory withdrawal rights, where applicable, are addressed in our Return & Refund Policy.

12. United Kingdom Orders

Customers located in the United Kingdom may have mandatory rights under applicable consumer protection laws.

Nothing in this Shipping Policy limits or excludes those rights.

Applicable taxes, duties, import charges, and delivery requirements may vary depending on the order value, shipment method, and other circumstances.

13. Australia, New Zealand, and Other International Markets

Customers in Australia, New Zealand, and other countries or regions may have mandatory consumer rights that cannot legally be excluded.

Nothing in this Shipping Policy is intended to exclude, restrict, or modify any consumer guarantee, remedy, or other right that cannot legally be excluded, restricted, or modified.

14. Delayed Shipments

If your shipment is delayed, please review the tracking information provided by the carrier.

Carrier delays do not automatically mean that a shipment is lost.

If tracking has not updated for an extended period or the package appears to be significantly delayed, contact HexaGrail and we will review the available shipping information.

Where appropriate, we may work with the carrier to investigate.

15. Lost Shipments

If a shipment appears to be lost in transit, contact HexaGrail promptly.

We may require:

  • Your order number;
  • Confirmation of the delivery address;
  • Information from the tracking record; and
  • Cooperation with any carrier investigation.

The appropriate resolution will depend on the circumstances, carrier findings, shipping service, insurance coverage, and applicable law.

Possible resolutions may include replacement, reshipment, refund, or another appropriate remedy where required.

16. Packages Marked as Delivered

If tracking shows that a package was delivered but you cannot locate it, please:

  • Check around the delivery location;
  • Check with other members of your household;
  • Check with neighbours where appropriate;
  • Check mailrooms, parcel lockers, concierge desks, or building management where applicable; and
  • Contact the carrier if appropriate.

If the package still cannot be located, contact HexaGrail promptly so we can review the available information.

A carrier delivery scan may be considered as part of our review, but nothing in this section limits any rights or remedies available under applicable law.

17. Damaged Shipments

Please inspect your package and products as soon as reasonably possible after delivery.

If an order arrives damaged, contact HexaGrail promptly after discovering the issue.

We may request:

  • Your order number;
  • Clear photographs or video of the damaged product;
  • Photographs of the shipping box;
  • Photographs of the internal packaging;
  • Photographs of any visible carrier damage; and
  • Other information reasonably required to assess the issue.

Please keep all original packaging until the matter has been reviewed.

Damaged products will be handled in accordance with our Return & Refund Policy and applicable law.

18. Refused or Unclaimed Packages

If a package is refused, unclaimed, abandoned, or not collected from a carrier or customs facility, it may be returned to HexaGrail or otherwise handled by the carrier.

Where permitted by applicable law, the customer may be responsible for actual costs resulting from:

  • Original shipping;
  • Return shipping;
  • Carrier charges;
  • Customs charges;
  • Brokerage fees;
  • Storage fees;
  • Redelivery charges; and
  • Other related costs.

Any refund, if applicable, may be reduced by non-refundable costs actually incurred, where permitted by law.

19. Incorrect or Incomplete Address

If an order is returned because the customer provided an incorrect or incomplete address, the customer may be responsible for additional shipping costs required to resend the order, where permitted by applicable law.

If the customer chooses not to have the order resent, any refund will be handled in accordance with our Return & Refund Policy and applicable law.

20. Split Shipments

Orders containing multiple products may occasionally be shipped separately.

If an order is split into multiple shipments, customers may receive more than one tracking number and packages may arrive on different dates.

21. Pre-Orders and Future Release Products

Products identified as pre-orders, advance orders, upcoming releases, or future-release items may have different processing and shipping timelines.

Estimated release and shipping dates are subject to change unless expressly guaranteed.

If a significant delay occurs, HexaGrail will handle the order in accordance with applicable law and any specific terms disclosed at the time of purchase.

22. Events Outside Our Reasonable Control

HexaGrail is not responsible for delays caused by events outside our reasonable control, including severe weather, natural disasters, carrier disruptions, labour disputes, border interruptions, customs delays, transportation failures, government actions, emergencies, or similar events.

Nothing in this section excludes liability or customer rights that cannot legally be excluded.

23. Relationship to Other Policies

This Shipping Policy should be read together with our:

  • Return & Refund Policy;
  • Privacy Policy;
  • Terms of Service; and
  • Any product-specific terms disclosed before purchase.

If applicable law provides greater mandatory rights than this Shipping Policy, those legal rights will apply.

24. Contact Us

For questions regarding shipping, delivery, tracking, customs, damaged shipments, or lost packages, please contact HexaGrail through the contact information provided on our website.

When contacting us about an existing order, please include your order number and a clear description of the issue.

HexaGrail reserves the right to update this Shipping Policy from time to time. Any changes will be posted on our website with an updated revision date.