Our goal is to keep the ordering process as simple as possible. Shipping times vary between 2-6 business days, depending where in Canada you are located.

A fair amount of products in our store are made-to-order items, and it takes a few weeks to manufacture them. Please check the product page of the item you are interested in for more details on the current lead times.

Items that are in stock will be shipped out from the warehouse within 1-3 business days after you place your order. 

Please read through this instructional guide so you can understand how the process works and what you should expect to happen once you place your order with us.

Order Confirmation:

• You will receive an order confirmation email as soon as you place your order.
• When your payment is approved by our fraud guarantee department, your order will be sent to the manufacturing plant. This approval usually takes 1-2 business days
• For made-to-order items: We will let you know the exact lead time of your order within 2-3 business days of your order confirmation. The manufacturing engineers have to take a look at the current backlog in the manufacturing plant in order to properly produce an accurate time estimate for your order.

Order Shipment:

• We will let you know as soon as your product has passed all the quality assurance requirements at the manufacturing plant and it is ready to ship.
• At this point, shipping arrangements will be made. As soon as your item is shipped out from the warehouse, we will send you tracking information (if available) to the email provided when checking out, or via text if you did not provide an email. Large items are sent via freight carrier and not all freight carriers provide tracking information. For items shipped via courier (FedEx, UPS, etc.), we can always provide you tracking information
• If you don’t receive tracking information from us within 3 business days after your order is ready (usually it will be within 1), feel free to follow up with us at customer.care@unofive.ca or call us or text us at 1-800-215-9902

Damages:

• Please inspect the packaging of your item(s) when they arrive.
• In the event of damage to your product during shipping, please contact customer.care@unofive.ca to assess the damage and we will look for the best solution, including replacement parts if applicable. If the product is beyond repair, we will arrange for replacement and pickup of the damaged equipment. DO NOT sign any papers from the driver if you notice any damage of the equipment upon arrival. It is your responsibility to inspect the equipment for any noticeable damage, and only sign if you are satisfied with the state of the equipment. As soon as you sign, the freight carrier will be exempt from any responsibility for shipping damages.
• If there are any products damaged upon arrival, you can file a warranty claim to get replacement parts for anything that's damaged.

Shipping Damages:

• If you believe that an item has arrived damaged or with a defect, contact us at customer.care@unofive.ca and send a picture of the damage along with a description of the damage and we will happily file a warranty claim on your behalf. 

• We do not issue refunds / returns for purely cosmetic blemishes from shipping. Shipping damage is a common thing with all shipping carriers. It depends on the person(s) handling the package. We do our very best to package our products so they will not get damaged in route to the intended destination. We will not issue refunds if boxes are refused because of box damage. Again, we pack our products very well on the inside so they do not get damaged. 

Cancellations & Refunds:

• All orders cancelled after 24 hours are subject to a $40.00 cancellation fee, whether or not your order has shipped. This is a fee that covers administrative personnel fees.

• Refunds will only be issued to the original credit card that you use when placing your order. 

Back-orders for in-stock items:

• When it comes to items that are in stock, from time to time a product may run out of stock at our warehouse and the website wasn’t updated when you placed your order. In that case, we will send you an email right after you place your order notifying you of the back-order, what the expected time for arrival is, and what substitutes are available in case you are interested in getting another product sooner.

• The expected arrival time may change due to unforeseen circumstances like bad weather or traffic, or the factory missing a certain part needed to complete the manufacturing process.

• If the arrival time changes on your order, you can let us know whether you would like to keep the order, substitute for a different product, or cancel the order altogether.

• Once back orders arrive, we will notify you by email with your estimated ship date and you will receive an email with tracking information within 1-3 business days. 

If there are any issues with your order or if you are unsatisfied with it for any reason at all, just reach out to us at customer.care@unofive.ca or contact us at 1-800-215-9902 and we will make sure that the issue is resolved to your complete satisfaction.

Your satisfaction is ultimately the most important thing to us.