Shipping policy

Ordering

Ordering from Aquavai should be simple and straightforward.

Products available for purchase on our website are generally in stock and ready for fulfillment unless otherwise indicated on the applicable product page.

If a product is temporarily unavailable, backordered, or offered for pre-order, we will indicate this on the product page whenever reasonably possible.

For questions regarding product availability or shipping, contact us at info@aquavai.com.

Currency

Aquavai supports multiple currencies to make shopping more convenient for customers in different countries.

Depending on your location, our website may display or suggest an appropriate currency. You can also use the currency selector available on our website.

Available currencies may include:

Canadian Dollar (CAD)
US Dollar (USD)
British Pound Sterling (GBP)
Euro (EUR)
Australian Dollar (AUD)
New Zealand Dollar (NZD)
Singapore Dollar (SGD)
Japanese Yen (JPY)

The currency ultimately charged may depend on your selected market, payment method, and Shopify checkout settings.

Shipping

Our goal is to deliver Aquavai products safely and as quickly as reasonably possible.

Free standard shipping is provided on purchases made through aquavai.com unless otherwise stated at checkout or as part of a specific promotion.

Available shipping services and estimated delivery times may vary depending on the destination.

Processing Time

Orders are generally processed and prepared for shipment within 1–2 business days.

Business days do not include weekends or applicable public holidays.

Orders placed on weekends or holidays will normally begin processing on the next business day.

During periods of unusually high order volume, product launches, promotions, holidays, or circumstances outside our control, processing may take longer.

Products identified as pre-orders or backorders will have an estimated availability or shipping timeframe displayed on the product page where applicable.

Estimated Transit Time

Standard shipping is generally expected to arrive within approximately 5–7 business days after shipment.

This is an estimate and not a guaranteed delivery date.

Actual delivery times may vary depending on destination, carrier operations, customs processing, weather, holidays, local delivery conditions, and other circumstances outside Aquavai’s reasonable control.

Remote or international destinations may require additional transit time.

Taxes, Customs and Import Charges

Applicable Canadian sales taxes will be calculated and collected at checkout where required.

For orders shipped outside Canada, customs duties, import taxes, brokerage charges, or other government-imposed fees may apply depending on the destination and the shipping method used.

Where Aquavai ships an order with duties and taxes prepaid, no additional import duties or taxes should normally be payable by the customer upon delivery.

Where duties, taxes, or other import charges are not prepaid by Aquavai, the customer may be responsible for those charges upon importation.

Any applicable charges or arrangements presented at checkout will form part of your order.

Aquavai does not control customs authorities or their processing times and cannot guarantee that a shipment will not experience customs-related delays.

Delivery

Aquavai works with third-party shipping carriers and logistics providers to deliver customer orders.

The carrier used for your order may vary depending on your location, the product ordered, and the available shipping service.

Once an order has been shipped, delivery is subject to the carrier’s operations and applicable local delivery conditions.

Shipment Confirmation and Order Tracking

Once your order has shipped, you will receive a shipment confirmation containing tracking information when tracking is available.

You can use this information to monitor the progress of your shipment.

Tracking information may take some time to become active after a shipping label is created or after the package is transferred to the carrier.

Incorrect Shipping Address

Please carefully review your shipping information before submitting your order.

Customers are responsible for providing a complete and accurate delivery address.

If you notice an error after placing your order, contact us immediately at info@aquavai.com.

We will make reasonable efforts to correct the address if the order has not yet been processed or shipped. However, we cannot guarantee that an address can be changed once fulfillment has begun.

Aquavai is not responsible for delivery failures, delays, or additional shipping costs resulting from an incorrect or incomplete address provided by the customer, except where required by applicable law.

If a shipment is returned to us because of an incorrect or incomplete address, additional shipping charges may apply before the order can be resent.

Address Changes and Order Cancellations

If you need to change your shipping address or request cancellation of an order, contact us at info@aquavai.com as soon as possible after placing your order.

We recommend contacting us within 3–4 hours of placing the order.

We will make reasonable efforts to accommodate your request, but we cannot guarantee changes or cancellations once an order has entered fulfillment or has been transferred to the shipping carrier.

If an order has already shipped, it generally cannot be cancelled. Once the order is delivered, an eligible product may be returned in accordance with our Return & Refund Policy.

Nothing in this section limits any cancellation rights provided to you by applicable law.

Delayed Shipments

Occasionally, a shipment may experience delays outside Aquavai’s control.

These can include carrier delays, customs processing, severe weather, transportation disruptions, holidays, unusually high shipping volumes, or other unforeseen circumstances.

If your tracking information has not updated for an extended period or your shipment appears significantly delayed, contact us at info@aquavai.com and we will assist you in reviewing the shipment status.

Damaged Shipments

If your order arrives damaged, please contact us as soon as reasonably possible at info@aquavai.com.

Where possible, please provide:

Your order number;
Photographs of the damaged product;
Photographs of the shipping packaging;
A description of the damage; and
Any other relevant information.

Please retain the product and packaging while we investigate the issue, as the carrier may require photographs or other documentation.

We will work with you to determine an appropriate resolution.

Lost Shipments

If tracking indicates that your shipment may have been lost in transit, contact us at info@aquavai.com.

We may need to investigate the shipment with the applicable carrier before determining that a package is lost.

If the carrier confirms that a shipment was lost in transit, Aquavai will work with you to provide an appropriate resolution, subject to applicable law and the circumstances of the shipment.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please first:

Check around the delivery location;
Check with other members of your household;
Check with neighbours, building management, concierge, or reception where applicable; and
Allow a reasonable amount of time in case the carrier marked the shipment as delivered shortly before completing delivery.

If you still cannot locate the package, contact us at info@aquavai.com and we will assist you in reviewing the available tracking information and determining the appropriate next steps.

Shipping Protection

Where offered, customers may have the option to purchase Aquavai Shipping Protection with their order.

Shipping Protection may provide additional coverage for qualifying shipments that are lost, damaged, or affected by other covered delivery issues.

Any Shipping Protection coverage is subject to the terms and conditions presented when the protection is purchased.

Purchasing or declining optional Shipping Protection does not limit any rights or remedies that cannot legally be excluded under applicable consumer protection law.