Politique d’expédition

Shipping & Order Policies

Before You Order

Please double-check your shipping address when placing your order. Use the Canada Post address verification tool to ensure proper formatting and to confirm your unit number is included correctly:
Canada Post Address Checker

We will not be responsible for:

  • Incorrect or incomplete shipping information

  • Replacing or refunding items shipped to incorrect addresses

  • Redirecting packages once they are in transit

Due to Canada Post’s policies, redirecting packages often results in lost shipments, and we are not reimbursed for these losses.

Shipping Coverage & Liability

Orders Over $100 CAD

If Route Shipping Protection is declined at checkout, Ottalaus Inc. will not replace or refund packages that are lost or damaged in transit.

Responsibility After Shipment

Once your order is dropped off at the courier depot, Ottalaus Inc. is no longer responsible for any delays, losses, or damages that occur in transit. That responsibility falls to the courier.

Route Insurance

Route makes the claims process easy and protects the total value of your shipment. If you decline this coverage, you assume all risk associated with shipping.

Order Processing Time

Orders are typically processed within 1–2 business days. You’ll receive a shipping confirmation email with a tracking number once your order ships.
Need to check the status? Visit your order status page or email us if needed.

Shipping Options

We ship from Western Canada, so delivery times may vary based on your location.

Within Canada

  • Canada Post: Standard and express options available at checkout.

  • UPS: Faster options may be available depending on region and package size.

Within the United States

  • UPS Ground: Reliable delivery. Costs vary by size and location.

International Shipping

We currently ship to:

  • Canada

  • United States

  • Select other countries using Canada Post, FedEx, or DHL

Note: If UPS is selected for international orders, duties and taxes may not be calculated at checkout. Buyers are responsible for understanding and covering their local import fees.

For UPS/DHL, we often prepay duties/taxes to avoid delays. If an issue arises, contact us at ottalausinc@gmail.com.

Local Pickup (Edmonton Area)

Yes! We offer in-store/local pickup. Just let us know when placing your order, and we’ll coordinate a convenient handoff time.

P.O. Box Deliveries

UPS does not deliver to P.O. Boxes, but Canada Post does. If needed, we’ll switch the shipping method at no extra cost to ensure successful delivery.

Returns & Exchanges

You may return most items within 30 days of delivery for any reason, provided they are unused and in original condition.

  • Contact us for a Return Authorization and prepaid shipping label

  • We'll refund your full order minus return shipping

Past 30 days? Get in touch. If the product is still in new condition and you're reasonable, we’ll likely take it back.

Damaged or Incorrect Items

If your order arrives damaged or with the wrong item:

  1. Email us immediately at ottalausinc@gmail.com

  2. Include your order number and clear photos of the issue

We handle issues on a case-by-case basis, but always aim to make it right.

Product Issues Post-Delivery

If you’ve got a product concern that isn’t shipping-related (like installation help, a warranty issue, or missing parts), our customer service team is here to help. We back everything we sell 100%, and we’ll work with you to resolve it.