Shipping policy

At Akzéntz®, each order is handled with care and dispatched with efficiency. Most orders leave our facility within 1-2 business day(s), excluding weekends, holidays, and peak sale periods All preparation, packing, and shipping times are estimates and cannot be guaranteed.

OUR SHIPPING PARTNERS

Our standard carrier is Canada Post or your local postal authority. FedEx or UPS may also be used depending on your shipping location. Orders are shipped to the address provided at checkout.

If delivery is attempted and no one is available to receive the parcel, your postal service may hold the package at the nearest post office for a limited period. Unclaimed or refused parcels will be returned to our warehouse. In these cases, re-shipment may be arranged at the customer’s expense, or a refund issued less all shipping and return costs incurred.

Tracking information is provided for all shipments. Please note the following:

  • Delivery timelines are estimates only and are not guaranteed.

  • Compensation is not available for delayed deliveries.

  • Express or Priority shipping options may be offered at checkout for an additional fee.

  • Certain items (including flammable goods) cannot be shipped via postal services and must be sent by courier.

  • Once a parcel has been accepted by the carrier, the carrier is responsible for final delivery. Any delivery delays must be addressed directly with the courier.

Important: Akzéntz® is not responsible for delays, misdeliveries, or returned parcels resulting from incomplete or incorrect shipping information entered at checkout. Please review your address carefully, particularly when using autofill or digital wallet payment methods.


Once a shipment is marked as delivered by the carrier, responsibility for the parcel transfers to the recipient. Akzéntz® is not liable for packages that are lost, stolen, or missing after delivery confirmation.

If you experience an issue with a delivered parcel, we recommend contacting the carrier directly to initiate an investigation, as well as checking with neighbours or your local postal facility. We are happy to assist with supporting documentation where needed.

Once an order has been dispatched, shipping charges are non-refundable. Orders cannot be modified or cancelled after dispatch.

CUSTOMS - DUTIES, TARIFFS & TAXES

All international orders, including shipments to the United States, are shipped in full compliance with customs regulations. Akzéntz® prepares and submits all required documentation accurately and in accordance with the law.

If duties, taxes, or import fees are assessed by your country or regional border authority, these charges are the responsibility of the recipient and must be paid to your government—either directly or via the delivery carrier acting on its behalf. Akzéntz® does not collect, control, or benefit from customs duties or taxes, and is unable to waive or absorb these charges.

Customs inspections, processing times, holds, or clearance delays are determined solely by border authorities and are outside the control of both the shipping carrier and Akzéntz®. Delays related to customs clearance do not constitute a failure of delivery.

Refusal to pay assessed duties or taxes may result in the parcel being delayed, returned, or abandoned by customs. In such cases, refunds (if applicable) will be issued only after the package has been returned to our warehouse, less all shipping, return, and handling costs incurred.


UNITED STATES ORDERS

Orders shipped to the United States currently qualify as duty-free under CUSMA, as all Akzéntz® gel products are manufactured in North America (as of the time this policy is written). However, applicable state and/or federal sales taxes may still apply depending on the destination and local regulations.

If a duty or tariff is assessed in error, the recipient is responsible for addressing the charge directly with the delivery courier or the relevant U.S. border authority. Akzéntz® is unable to intervene in or override customs or carrier assessments.

COMPLIMENTARY SHIPPING

We are pleased to offer complimentary delivery on most orders over $249 CAD and on USA/international orders over $249 USD.
Exclusions apply to certain remote destinations, heavy parcels, and flammable items requiring courier service.
The minimum purchase threshold is calculated before discounts, taxes, or fees.

OUT OF STOCK ITEMS

If an item is unavailable at the time of packing, it will be removed from your order and refunded to your original payment method, ensuring the remainder of your order ships without delay.


DELIVERY TIMELINES

Once your order has shipped, please allow 1–4 business days for tracking updates to display an estimated delivery date. For international shipments, delivery timelines vary by destination; please refer to the tracking information provided by the carrier  for the most accurate estimate.