Shipping policy
Shipping Policy
Shipping Overview
Rocks Canada ships across Canada and may ship select products internationally where available.
We work to process and ship orders as quickly as possible, but shipping times may vary depending on product availability, order volume, destination, weather, carrier delays, and other factors outside our control.
All shipping timelines provided at checkout or elsewhere on the site are estimates only and are not guaranteed.
Order Processing
Most in-stock orders are processed within 1–3 business days after payment has been received and approved.
Some orders may require additional processing time, including:
- special-order items
- oversized or heavy items
- items shipped from alternate warehouses
- orders requiring address verification
- periods of high seasonal demand
If there is a significant delay with your order, we will do our best to contact you using the email address or phone number provided at checkout.
Shipping Rates
Shipping charges are calculated at checkout unless otherwise noted.
Shipping rates may vary based on:
- package size and weight
- destination
- carrier rates
- oversized or heavy freight items
- special handling requirements
Any free shipping promotions, if offered, apply only where explicitly stated and may exclude oversized, overweight, remote-destination, or special-order items.
Delivery Estimates
Delivery estimates begin once the order has been shipped, not when it is placed.
Transit times vary depending on the carrier and destination. Delivery dates shown at checkout or in shipping confirmations are estimates only and are not guaranteed.
We are not responsible for delays caused by:
- weather
- courier disruptions
- customs processing
- remote area service limitations
- labour disruptions
- inaccurate shipping information provided by the customer
- any event outside our reasonable control
Oversized, Heavy, or Special-Handling Items
Some products sold by Rocks Canada may be oversized, heavy, fragile, or require special handling.
For these items:
- additional shipping charges may apply
- freight shipping may be required
- delivery timelines may be longer
- some destinations may not be available through standard checkout rates
If additional freight charges or shipping arrangements are required, we may contact you before shipping the order.
Special Orders
Special-order items may require additional lead time before shipment.
Estimated availability for special-order items is not guaranteed and may change based on supplier availability, manufacturer delays, or import timing.
If a special-order item is delayed, we will make reasonable efforts to keep you informed.
Local Pickup
If local pickup is offered, customers will be notified when their order is ready.
Pickup timelines may vary depending on stock location and order processing time.
Orders selected for pickup should be collected within a reasonable period after notification unless other arrangements have been made.
Incorrect Addresses and Delivery Issues
Customers are responsible for providing complete and accurate shipping information.
If an order is delayed, returned, lost, or incurs additional charges due to an incorrect or incomplete shipping address, the customer may be responsible for:
- re-shipping charges
- return shipping charges
- address correction fees
- any non-recoverable carrier costs
If a package is refused or returned to us, any refund issued may be reduced by the original shipping cost, return shipping charges, refusal charges, and any applicable restocking fees in accordance with our Refund Policy.
Lost, Stolen, or Damaged Shipments
If your order arrives damaged, or if you believe a shipment has been lost in transit, please contact us as soon as possible at rocks@rockscanada.ca.
Once a shipment has been handed to the carrier, delivery performance is ultimately the responsibility of the carrier. However, we will do our best to assist with carrier claims where appropriate.
Rocks Canada is not responsible for stolen packages after delivery has been confirmed by the carrier.
If signature service, insurance, or other delivery protections are required for a shipment, those may be applied at our discretion or upon request where available.
International Shipping
Where international shipping is available, the customer is responsible for:
- customs duties
- import taxes
- brokerage fees
- local handling fees
- compliance with local import rules and restrictions
International transit times are estimates only and may be affected by customs processing and destination-country requirements.
If an international shipment is refused or returned, any refund may be reduced by original shipping costs, return shipping costs, customs charges, brokerage charges, and any applicable restocking fees.
Partial Shipments
In some cases, orders may ship in multiple packages depending on product availability, warehouse location, or carrier requirements.
We reserve the right to split shipments when necessary.
Risk of Loss
Risk of loss and title to purchased goods pass to the customer once the order has been transferred to the shipping carrier.
Questions
If you have any questions about shipping, delivery, freight items, or special-order lead times, please contact:
