Shipping policy

Delivery Zone

We offer worldwide shipping for goods purchased through this website, with some exceptions for items that may be too large or fragile. If you have any questions or concerns about your delivery, please reach out to us using the form on our Contact Us page.

All international orders outside Canada and the continental USA will be shipped exclusively via Canada Post, which will be the only shipping option available at checkout.

Please note that we cannot process orders that include a post office box as the delivery address. Items will be shipped to the address specified in your order.

Shipping Costs

Shipping costs are determined by the value, dimensional weight, and size of your order, as well as the delivery service you choose. You’ll see the shipping costs for each method in the order summary on our website before you confirm your order.

During the checkout process, you’ll be prompted to select your preferred shipping method. This cost will be added to the total price of your order, including any applicable taxes.

Please note: You are responsible for any duties, which will be assessed by the customs department according to your region's regulations.

Shipping Taxes

Shipping and handling charges are subject to a 13% Harmonized Sales Tax (HST) for deliveries within Ontario and other HST-participating provinces in Canada, including British Columbia, New Brunswick, Newfoundland, and Nova Scotia. For all other Canadian provinces and territories, shipping and handling charges are subject to a 5% Goods and Services Tax (GST) only.

International orders, as well as those placed from within the USA, are exempt from HST and GST on shipping and handling charges. However, these orders may incur customs duties and taxes as determined by the customs department in accordance with local regulations.

Delivery Time

Our warehouse team processes online orders from Monday to Friday. Please allow 48 hours for processing orders placed during weekday business hours.

Orders placed over the weekend will be processed within two business days, as they fall outside our regular warehouse hours. This 48-hour timeframe refers solely to our internal order processing and does not include shipping time or any potential delays caused by the shipping carrier.

Total delivery time will depend on the shipping method selected. Once your order has been processed, you will receive an email notification with your order status and tracking information.

Delivery Delays and Damages

Once your order leaves our premises, we cannot control the speed of delivery. If your package is delayed, please check with the shipping carrier using your tracking number for the most current status.

If you experience a failure to deliver or a delay exceeding fourteen (14) business days, please report it to our customer service team as soon as possible. Claims must be submitted within thirty (30) calendar days from the date you received your order confirmation to be considered.

Upon delivery, please verify that your shipment is correct. If you notice any discrepancies, such as an open package or damaged items, document the issue and notify us via email. For damaged goods, please take photographs of the affected area and include them in your correspondence. Our customer service team will provide further information regarding returns or refunds.

If the goods do not meet your order specifications or if you are dissatisfied, you may exchange or return them for a refund in accordance with our "Returns - Exchanges - Refunds" policy.

Monserrate Capital is not responsible for any delivery or return delays, interruptions, or failures caused by events outside our control, including but not limited to labor disputes (strikes, lockouts, etc.), civil unrest, criminal activities, pandemics, terrorism, natural disasters, extreme weather, or accidents.