Shipping Policy

Last updated: 17 August 2026

Where we ship from

All orders are packed and shipped from our facility in Toronto, Ontario, Canada.

Carriers and services

We currently ship with UPS and DHL. The carriers we use may change in future without notice to this policy.

At checkout you will see the services available for your address, along with the cost of each. The carrier and service used for your order is the one you select and pay for at that stage. If you need a service that is not listed, or freight for a larger or multi-unit order, contact us at support@hiverack.net before ordering.

Shipping rates

Shipping is calculated automatically at checkout based on your delivery address and the weight and dimensions of your order. The rate shown at checkout is the rate you pay, and there are no additional handling charges from us.

If your country does not appear at checkout, or no rate is returned for your address, please email support@hiverack.net with your full delivery address and what you would like to order. We can quote most destinations manually and will invoice or open the destination for you.

Processing time

Orders are typically packed and dispatched within 1 to 2 business days. Orders placed on weekends or Canadian statutory holidays are processed on the next business day. You will receive a tracking number by email once your order is handed to the carrier.

Transit times

Transit times are estimates provided by the carrier and are not guaranteed. As a general guide from Toronto:

• Canada: 2 to 5 business days
• United States: 2 to 6 business days
• International: 3 to 10 business days

Customs clearance, weather, carrier delays, and incorrect address details can extend these times. We are not able to guarantee delivery dates.

Duties, taxes, and import charges

Orders shipping within Canada include applicable sales tax, calculated at checkout.

Orders shipping outside Canada are sent without duties or taxes pre-collected. You may be responsible for customs duties, taxes, VAT, and brokerage fees charged by your local government on importation. These charges are payable directly to the carrier or customs authority, are beyond our control, and are not included in your order total, so we cannot estimate them in advance.

If you refuse a delivery or do not pay the import charges and the parcel is returned to us or abandoned, any return freight, storage, and clearance costs we incur will be deducted from any refund due to you. Import charges you have already paid are not refundable by us, although in many countries they can be reclaimed from your own customs authority if the goods are exported back.

Delivery addresses

Please double check your address before completing checkout. Our carriers cannot deliver to all PO boxes, so a street address is required for most destinations. A business or attended address is recommended, as our parcels are heavy and are not always left unattended.

If a parcel needs to be redirected or redelivered because of an incorrect or incomplete address, the carrier's fees for doing so are payable by you.

Lost or damaged shipments

Please inspect your parcel on arrival. If your order arrives damaged, or tracking shows delivery but you have not received it, contact us at support@hiverack.net within 7 days of the delivery date with your order number and photographs of the packaging and contents. We will open a claim with the carrier and make it right. Handling of damaged and missing items is covered in our Return Policy.

Please keep all original packaging until any claim is resolved, as carriers usually require it for inspection.

Questions

Email: support@hiverack.net Address: HiveRack, 43 Britain St., Suite A01, Toronto, Ontario, M5A 1R7, Canada