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Shipping policy

📦 Service Update – Canada Post Disruptions // 2025 Ongoing

Due to potential Canada Post service disruptions, we’ve implemented alternative shipping solutions to ensure uninterrupted service:

  • Toronto & GTA: All orders within the Toronto and Greater Toronto Area will be fulfilled using Trexity Courier, offering same-day or next-day delivery depending on the time of purchase.
  • Canada-Wide & International (U.S. included): Orders outside the GTA will be shipped via UPS or DHL, ensuring reliable delivery across Canada and internationally.

We’re committed to getting your order to you quickly and safely — thank you for your understanding and support!

 

SHIPPING:

  • Customers can choose either Canada Post, UPS or DHL as their shipping option.
  • Customers are responsible for making sure the details of their order, shipping option, and delivery addresses are correct. 
  • Shipping options are offered in real-time via Shopify's integrated API with Canada Post, UPS & DHL. Costs, shipping times, etc., are controlled by these carriers. 
  • Tracking and signature requests are available, if required, at an additional cost. Please make sure to opt for tracking should you require it, and shipping times should you need something in a certain amount of time. 
  • Tracking and time guarantees are the responsibility of the customer & the carrier option of their choice. Please note: once a shipment leaves our hands and is with the carrier, we don’t control delivery schedules or delays — but we’re here to help if you need us.
  • Transit times begin when your parcel enters the mail stream, usually within 2-3 days of placing your order. 
  • Once your order has been handed over to the shipping carrier, Heili Rocks is no longer responsible for any loss or damage that may occur in transit. If your order arrives damaged or is lost or misdelivered, please reach out directly to Canada Post, UPS, or DHL for assistance.

DUTIES & TAXES:

  • All orders ship from Toronto, Canada.
  • Please note: some international orders can attract duties or taxes set by your country’s customs; if these appear at checkout, they’re already covered and nothing more will be due at delivery.
  • Customers are responsible for any duties/taxes due at delivery.
  • If a package is refused because of unpaid duties/taxes, return shipping costs and/or a 25% restocking fee will be deducted from your refund.

For more details on potential charges, please check with your local customs office before placing an order.

WHOLESALE / STOCKIST ORDERS:

  • All shipments from Canada are subject to U.S. duties and taxes. Orders ship DAP (receiver pays duties) unless otherwise requested.
  • If DDP (duties prepaid) is preferred, costs/MSRP will be adjusted to reflect and absorb these charges.