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I've placed an order, now what?

 

Processing:

 

After an order is placed it will be processed in 1-2 business days. In some cases, e.g. bulk orders please allow an additional 2 days for processing.

 

Shipping:

 

After your order is processed it will be shipped the following business day. We do not ship on weekends or holidays. 

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Tracking:

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You will receive a Tracking number as soon as the order is processed. You may visit: My Order to view tracking details.

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Shipping Standard

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UPS or USPS are typically used for domestic USA shipping and global shipping. Shipments will follow USPS Delivery Standards depending on location. Global shipping can take 1-6 weeks for delivery.

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Late Packages: After the package is shipped we are not responsible for any shipping delays. Please check with your courier to determine expected delays.

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My Package Says Delivered but haven't received: Please check immediately with your courier to see if the package was delivered to a neighbor or receptionist, contact us. If you are seeking a refund or reship you must notify us and fill out correspondence with shipping courier if required.

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Shipping Restrictions

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Some products may have shipping restrictions, and some products may not be shipped to some destinations. We post shipping restrictions on product listings. If you are outside the Canada or USA there may be additional importation restrictions, procedures, and fees. It is your responsibility to research and comply with local laws.

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Customs Fees & Duties

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Global shipping usually incurs import fees, rules, and customs procedures. If a fee or tax is required by your customs or postal carrier, it is your responsibility to fulfill the payment obligation. Please note, our item values are declared in full. 

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Delays

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A package may be held by customs for inspection and delayed, up to several weeks. You may contact the courier and find out if anything can be done to expedite the process. Typically they request additional information, example what the product is, what it is for, how much it cost, a copy of the invoice or additional documentation. It is important your answers are consistent with our customs declaration.

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If the package was shipped by Purolator, DHL, UPS or FedEx, then you can call those couriers respectively. If the package was shipped by USPS then custody will be transferred to your local national postal service on arrival to the destination country. In that case you will need to call your local postal service.​

  • USPS Customer Support: 1 (800) 275-8777

  • FedEx Customer Support: 1 (800) 463-3339

  • UPS Customer Support: 1 (800) 742-5877

  • DHL Customer Support: 1 (800) 225-5345

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Will a Signature Be Required?

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Orders over $200 or those shipped by DHL, UPS & FedEx will require a signature for delivery, we cannot waive the signatures. This is to protect your order from being lost or stolen. Orders $200 or less do not require a signature.

If you would like to arrange a better delivery or pickup time we will provide contact details for the courier once the package ships. If you miss the first delivery attempt the courier will make additional attempts as well as leave a delivery slip to pickup the package from the local post office.

If you would like to hold the package until a later date please contact us and we can arrange this as long as the order has not shipped out.

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How Can I Cancel My Order?

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All orders are held for 1 hour to allow for modification or cancellation. After this time we cannot guarantee we will intercept an order for cancellation.

If you are a registered user please find your order on the Order History page and then select the “Cancel” or “Request Cancel” button. If this is not possible please contact us immediately. We will do our best to accommodate you.

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My Package is Missing!

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Please note, all orders are documented and photographed prior to shipment to avoid fraudulent claims. We must be notified within 7 days of the delivery date for any of the following issues.

  • Missing Items: If an item is missing, please contact us immediately. Once verified we will ship the missing item(s).

  • Damaged Items: All items are shipped securely and in a manner that ensures safe arrival. If this is not the case please contact us immediately with photographic evidence. Once adequately verified we will ship a replacement.

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Refunds & Returns 

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Refunds, returns and exchanges are at the sole discretion of Vantanex Corp.

  • Customer Satisfaction: We consider customer satisfaction a top priority and for that reason if you are not satisfied within 30-days of delivery, please contact us and we will help you.

  • Returns: We will accommodate a return within 30 days of delivery. Due to the possibility of contamination we cannot accept returns of opened, adulterated or specially handled goods.  The return will be issued after the items have been returned and verified.

  • Refunds: Where possible we will issue a refund to the original method of payment. 

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Chargebacks & Payment Disputes

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  • Chargebacks: Chargebacks by a credit card issuer or bounced check are taken seriously. As a matter of fraud protection any chargeback will result in the client being (temporarily) placed on the no-sell list until we can get in contact with you.

  • Payment Disputes: Please contact us first if you have a payment dispute because we can solve most problems faster than a bank or payment processor.

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