Shipping Policy

SHIPPING POLICY

At Northway, we carefully prepare every order and aim to provide a clear, reliable and convenient delivery experience. This Shipping Policy explains our order processing, shipping and delivery procedures.

  1. ORDER PROCESSING

Please allow one to three business days for your order to be processed before shipment.

Orders placed during weekends or public holidays will begin processing on the next business day.

Once an order has entered the fulfilment process, we may be unable to change or cancel it. If you need to update your order, contact us as soon as possible at info@northwayshop.com.

  1. ESTIMATED DELIVERY TIME

Our estimated standard delivery time is five to fifteen business days after dispatch, depending on the delivery address and shipping route.

Processing time is not included in this delivery estimate.

Delivery to remote areas may require additional time. Delays may also occur during public holidays, peak shopping periods, severe weather, customs processing or other circumstances outside our reasonable control.

Delivery estimates are provided in good faith but are not guaranteed unless expressly stated otherwise. Any mandatory delivery rights available under applicable consumer law remain unaffected.

  1. COMPLIMENTARY TRACKED SHIPPING

Northway offers complimentary tracked shipping on eligible orders to supported Canadian addresses, with no minimum purchase requirement.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information where tracking is available.

Tracking information may take several business days to show its first update after the carrier receives the shipment.

  1. ORDER CONFIRMATION

After completing checkout, you will receive an order confirmation at the email address provided during your purchase.

Please review the confirmation carefully and contact us immediately if you notice an error in:

  • Your name.

  • Your email address.

  • Your delivery address.

  • The products or variations ordered.

  • The quantities ordered.

Customers are responsible for entering complete and accurate delivery information during checkout. We cannot guarantee that changes can be made after fulfilment has started.

  1. SHIPPING ADDRESSES

Please provide a complete address, including any applicable apartment, unit, building, access or postal-code information.

Northway is not responsible for delays or failed deliveries caused by incomplete or inaccurate information supplied by the customer.

If an order is returned because it was refused, left unclaimed or addressed incorrectly using information provided by the customer, the actual shipping, return and handling costs may be deducted from the refund where permitted by law.

If an address error was caused by Northway or one of our service providers, no such deduction will apply.

  1. SHIPPING LOCATIONS

Northway currently ships to supported addresses within Canada.

Certain remote areas, territories, military addresses, post-office boxes or other restricted locations may not be supported by every carrier or fulfilment route. If we cannot deliver to your address, we will contact you and provide an appropriate solution.

  1. MULTIPLE PACKAGES

In certain situations, an order containing multiple products may arrive in more than one package.

If your order is divided into separate shipments, you may receive more than one tracking number and the packages may arrive on different days.

You will not be charged additional shipping fees solely because Northway divides an order into multiple shipments.

  1. DELAYS

Although we work to deliver orders within the estimated timeframe, delays can occasionally occur due to:

  • High order volumes.

  • Public holidays or peak shopping periods.

  • Severe weather or natural events.

  • Carrier disruptions.

  • Customs inspections or clearance procedures.

  • Incorrect or incomplete delivery information.

  • Other circumstances outside our reasonable control.

If your tracking has not updated for an extended period or your estimated delivery window has passed, contact us at info@northwayshop.com. We will review the shipment and, where appropriate, contact the carrier or fulfilment provider.

  1. CUSTOMS, DUTIES AND TAXES

Orders may be shipped through international fulfilment routes.

Whether import taxes, duties or customs charges apply depends on the shipping route, destination and applicable regulations. Any amounts collected by Northway will be displayed during checkout.

Unless expressly stated during checkout that duties and import charges are included, an order may be subject to charges imposed by customs authorities or the delivery carrier.

Before Northway launches a product, the applicable shipping route and treatment of import charges should be confirmed. Customers should not be presented with undisclosed or misleading delivery charges.

  1. LOST PACKAGES

If your package appears to be lost in transit, contact us at info@northwayshop.com and include:

  • Your full name.

  • Your order number.

  • Your tracking number.

  • A brief description of the issue.

We will review the available tracking information and, where appropriate, open an investigation with the carrier.

If the package is confirmed lost, Northway will provide an appropriate remedy, such as a replacement or refund. This does not affect any rights available under applicable consumer law.

  1. DAMAGED PACKAGES

If your order arrives damaged or appears to have been opened during transport, please contact us as soon as reasonably possible.

Include:

  • Your order number.

  • Clear photographs of the outer packaging.

  • Clear photographs or a short video of the damaged item.

  • A photograph of the shipping label.

Please keep the product and packaging until we have completed our review. Depending on the circumstances, we may provide a replacement, refund or another appropriate solution.

  1. PACKAGES MARKED AS DELIVERED

If tracking shows that your package was delivered but you cannot locate it:

  • Check around the delivery location and any designated safe place.

  • Ask other household members, neighbours or building management.

  • Check for a delivery notice.

  • Contact the carrier for further delivery information.

  • Contact Northway if the package remains missing.

We will assist with reviewing the available delivery information. The outcome will depend on the tracking evidence, selected delivery method and applicable consumer law.

  1. SHIPPING PROTECTION

Customers do not need to purchase separate shipping insurance to retain any mandatory rights concerning items that are lost or damaged before delivery.

If Northway offers optional shipping protection during checkout in the future, the price, coverage, exclusions and claim process will be clearly presented before purchase.

Optional shipping protection does not replace or reduce rights provided by applicable law or Northway’s obligations under this policy.

  1. ORDER CANCELLATIONS

To request an order cancellation, contact info@northwayshop.com as soon as possible.

Because orders may enter processing shortly after purchase, cancellation cannot be guaranteed once fulfilment has started or the order has been dispatched.

If your order has already shipped, you may request a return after delivery in accordance with our Return & Refund Policy.

  1. CONTACT US

For questions about an order, shipment or delivery, contact:

Northway
Email: info@northwayshop.com