Canada Shipping, Returns, Refunds & Customer Service Policy

Effective Date: 2026.3.26
Applies to Orders Shipped to Canada
Store Name: POFENZE
Customer Support Email: service@pofenze.com

1. Canada Shipping Policy

We currently accept orders for delivery to Canada.

Order Processing

Orders are usually processed within 1–3 business days after payment is received and approved.

Delivery Time

Estimated delivery time for Canada is typically 5–10 business days after shipment, depending on product availability, shipping destination, and carrier service.

Shipping Costs

Free delivery on all orders with no additional shipping charges.

Tracking

Once an order has shipped, tracking information will be sent to the email address provided at checkout, where available.

Shipping Notes

Some orders may ship in multiple packages. Delivery times may vary for remote areas, oversized items, or during holidays and carrier delays.

Customs, Duties, and Taxes

Orders shipped to Canada may be subject to applicable taxes, duties, customs fees, or brokerage fees, depending on the order and delivery method. These charges, if applicable, are the responsibility of the customer unless otherwise stated at checkout.

2. Returns Policy

We want customers to shop with confidence. Most items may be returned within 30 days of delivery.

Return Eligibility

To be eligible for a return, the item must:

• be in new, unused, and uninstalled condition;
• be returned in the original packaging;
• include all parts, accessories, manuals, and labels.

Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

• used or installed items;
• items that have been damaged after delivery;
• items that have been modified, painted, cut, or altered;
• special-order or custom-order items;
• items marked as non-returnable on the product page.

Return Request

To request a return, please contact us at service@pofenze.com within 30 days of delivery and include:

• your order number,
• the item name,
• the reason for return,
• and photos if the item is damaged, defective, or incorrect.

Do not send items back without contacting us first.

Return Shipping Cost

If the return is due to our error (wrong item sent, damaged item, or defective item), we will provide an appropriate solution.

If the return is due to customer choice, incorrect ordering, or no longer needing the item, the customer is responsible for return shipping costs.

3. Refund Policy

Once the returned item is received and inspected, we will notify you of the refund status.

Refund Method

Approved refunds will be issued to the original payment method used for the purchase.

Refund Timing

If approved, refunds are usually processed within 5–10 business days after the returned item is received and inspected. The exact time for the refund to appear depends on your payment provider or card issuer.

Partial Refunds

A partial refund may be issued if the returned item is not in its original condition, is missing parts, or shows signs of use, installation, or damage not caused during delivery.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 business days of delivery. We may request photos and order details so we can review the issue and provide a replacement, refund, or other appropriate solution.

4. Order Cancellations

Orders may be cancelled before shipment by contacting us as soon as possible.

If an order has already shipped, it cannot be cancelled and must follow the return process described above.

If we are unable to fulfill an order for any reason, we will notify you and issue a full refund if payment has already been collected.

5. Customer Service

If you have any questions about your order, shipping, returns, refunds, or product support, please contact us:

Email: service@pofenze.com

We aim to respond to customer inquiries within 1–2 business days.

6. Policy Updates

We may update this policy from time to time. Any updates will be posted on this page with the revised effective date.