Shipping Policy

ALOVA CANADA - SHIPPING POLICY

Last Updated: 2026-01-11
Applies to: Products Module (Multi-Vendor Unified Checkout) + Local Courier Deliveries where available
Platform: ALOVA.ca and ALOVA mobile app

ALOVA Canada (“ALOVA”, “we”, “us”, “our”) operates as a marketplace agent and technology platform connecting customers with independent vendors across Canada. This Shipping Policy explains how shipping, delivery, tracking, issues, and carrier coordination work on ALOVA.

1) Who Ships What (Marketplace Roles)

1.1 Vendors are responsible for fulfillment readiness

Vendors are independent sellers of record and are responsible for:

Maintaining accurate origin address (ship-from location)
Keeping product weight/dimensions accurate
Proper packaging and labeling readiness
Meeting pickup preparation deadlines

1.2 ALOVA coordinates shipping services (as agent)

For eligible shipments, ALOVA may coordinate shipping services through:

ClickShip (master account) and its carrier network (e.g., UPS, Purolator, Canada Post, Canpar, FedEx, GLS and others)
Local courier partners (e.g., Uber Direct where available)
Other third-party logistics providers as ALOVA enables over time

ALOVA does not guarantee shipping availability for every carrier in every region at all times.

2) How Shipping Is Calculated (What Customers See)

2.1 Multi-vendor checkout = multiple shipments

If your cart contains items from multiple vendors:

Your order may be split into separate shipments (one per vendor in many cases)
You may receive multiple tracking numbers
Items may arrive on different days

2.2 Shipping fee calculation factors

Shipping fees are estimated and calculated based on:

Vendor origin address (ship-from)
Delivery destination address
Package weight and dimensions
Carrier service level availability (cheapest/fastest)
Remote/rural coverage status
Residential delivery rules and surcharges
Fuel surcharges and seasonal carrier surcharges (as applicable)

2.3 Shipping options at checkout

Where available, ALOVA may show:

Cheapest (default)
Fastest (optional selection)

Not all routes support both options.

2.4 Shipping buffer (platform protection + stability)

To reduce order cancellations caused by final carrier cost drift, ALOVA may include a small “shipping buffer” in the displayed shipping total.

Buffer is applied once per cart (not per vendor).
Buffer helps cover carrier surcharges, pickup costs, and reconciliation adjustments.

The buffer does not represent a “tip” or arbitrary markup; it is an operational stabilizer for nationwide shipping.

3) Carriers, Pickup, and Delivery Models

3.1 ClickShip master account (nationwide shipping backbone)

ALOVA may purchase shipping labels through a ClickShip master account to access discounted carrier rates and centralized billing.

This typically means:

Carrier service may include UPS, Purolator, Canada Post, Canpar, FedEx, GLS, etc.
Shipping label cost is billed to ALOVA (and included in customer shipping fees at checkout)

3.2 Vendor pickup (when available)

For many carrier services, pickup may be available from the vendor’s address (home or business). However:

Pickup availability is not guaranteed on every service level or in every postal code.
Some carriers require pickup scheduling windows or minimum volume thresholds.
Some services may require vendor drop-off at a carrier location if pickup is not supported.

Where pickup is not available, the vendor must drop off the parcel at an approved location, unless ALOVA offers alternative pickup arrangements.

3.3 Local courier (same-city delivery)

Where available, ALOVA may offer local courier delivery (e.g., Uber Direct) for:

Same-city or short-distance deliveries
Faster delivery windows
Lower shipping cost when local courier pricing is competitive

Local courier availability depends on courier coverage and real-time pricing.

4) Processing, Handling & Delivery Timeframes

4.1 Vendor handling time

Handling time is the time required for the vendor to prepare an order for pickup or shipment. Handling time may vary by vendor and will be displayed where possible.

4.2 Estimated delivery windows

Estimated delivery windows shown on ALOVA are based on:

carrier transit times
distance and service type
rural/remote delivery rules
weather and service disruptions

Delivery dates are estimates only and not guarantees.

4.3 Weekends and holidays

Carrier transit schedules may not include weekends and statutory holidays.

5) Address Accuracy & Delivery Instructions

5.1 Customer responsibility

Customers must provide:

Accurate shipping address
Correct postal code
Unit number/buzzer code (if applicable)
Safe delivery instructions where applicable

ALOVA and vendors are not responsible for delays or losses caused by incorrect addresses.

5.2 Address changes after ordering

Once an order is confirmed and labels are created, address changes may not be possible. If a change is requested:

the shipment may need to be canceled and reordered
fees may apply depending on carrier rules

6) Tracking & Order Status

6.1 Tracking availability

Customers will receive tracking information once a label is purchased and the shipment enters carrier processing.

Multi-vendor orders may have multiple tracking numbers.

6.2 Status updates

Status updates may include:

Label created
Pickup scheduled
In transit
Out for delivery
Delivered
Exception (delay/failed delivery attempt)

Tracking updates depend on carrier reporting and may not update in real time.

7) Failed Delivery Attempts, Returns to Sender, and Undeliverable Parcels

7.1 Failed delivery

If delivery fails due to:

incorrect address
no unit/buzzer access
no safe drop location
repeated failed attempts

Carriers may:

hold parcel at depot for pickup
return parcel to sender
charge additional fees

7.2 Fees

If a parcel is returned or re-routed due to customer error, the customer may be responsible for additional shipping charges.

8) Lost, Stolen, or Damaged Shipments

8.1 Damage in transit

If your order arrives damaged:

take clear photos of the parcel and item immediately
report within the time window specified in the Refund/Dispute Policy
do not discard packaging until the claim is resolved

8.2 Lost shipments

If tracking shows no movement or a shipment is declared lost:

ALOVA and/or the vendor may open a carrier investigation
replacement or refund will depend on vendor policy and carrier outcome

8.3 Stolen after delivery

If a carrier confirms “Delivered” but the package is missing:

check with household members/building office
verify delivery location
file a dispute within the stated time window

ALOVA is not responsible for theft after confirmed delivery unless required by law.

9) Restricted Items, Packaging Rules, and Compliance

9.1 Carrier restrictions

Some items cannot be shipped via certain carriers/services (e.g., aerosols, lithium batteries, perfumes, restricted liquids). Vendors must comply with:

carrier restrictions
Canadian shipping laws
hazardous materials rules (where applicable)

9.2 Packaging standards

Vendors must:

package items to prevent damage
use protective materials for fragile items
seal properly
label correctly

Failure may result in:

claim denial
vendor penalties
order cancellation

10) Rural / Remote Regions (Canada Reality Clause)

Some routes in Canada may be higher cost due to:

remote postal codes
limited carrier coverage
ferry/air delivery reliance
residential and fuel surcharges

ALOVA will strive to present the most competitive rate options available through enabled carriers, but some rural routes will be more expensive than metro deliveries.

11) Multi-Vendor Shipping Transparency

When you buy from multiple vendors:

shipping is aggregated as a single total at checkout
but shipments occur per vendor
you may receive multiple packages
delivery may be staggered

ALOVA may show prompts encouraging local shopping (city/province) to reduce shipping costs and delivery time.

12) Shipping Disputes & Support

If you have a delivery issue:

Contact the vendor through the Platform first
If unresolved, contact ALOVA support and open a dispute within the policy deadline
Provide:
- order ID
- tracking number(s)
- photos (if damaged)
- timeline details

ALOVA may mediate, coordinate carrier claims where possible, and enforce platform policies.

13) Policy Changes

ALOVA may update this Shipping Policy periodically. Continued use of the Platform indicates acceptance of the updated policy.

14) Contact

Questions about shipping:
📧 info@alova.ca
🌐 www.alova.ca
📞 Call/WhatsApp: 647-848-0095

15) Service-Level Definitions (Standard vs Express)

ALOVA may offer multiple shipping service levels at checkout depending on carrier availability, route, and package characteristics. Service levels are defined as follows:

15.1 Standard Shipping

Definition:
Standard Shipping is the most cost-effective delivery option available for a given route at the time of checkout.

Typical Use Case:

Non-urgent deliveries
Cross-province shipments
Multi-vendor orders
Budget-sensitive purchases

Estimated Transit Time:

Metro-to-metro: typically 2–6 business days
Cross-province: typically 3–8 business days
Rural/remote regions: 4–12+ business days

(Actual delivery time depends on carrier network and postal code.)

Carrier Type:
Standard Shipping may utilize:

Ground services (UPS Ground, Purolator Ground, etc.)
Canada Post Expedited/Regular Parcel
Equivalent ground-level courier services
Local courier (if cost-competitive)

Cost:
This is usually the lowest shipping price displayed.

Guarantee:
Standard Shipping is not guaranteed to arrive within the estimated window. Delivery dates are estimates only.

15.2 Express Shipping

Definition:
Express Shipping is a premium delivery option designed to prioritize speed over cost.

Typical Use Case:

Time-sensitive deliveries
Gifts
Business-critical shipments
Urgent replacement items

Estimated Transit Time:

Metro-to-metro: typically 1–3 business days
Cross-province: typically 1–4 business days
Remote regions: may vary depending on carrier availability

Carrier Type:
Express Shipping may utilize:

Next-Day or 2-Day Air services
Expedited courier networks
Priority services through enabled carriers

Cost:
Express Shipping is typically more expensive than Standard due to:

Air transport
Priority handling
Reduced transit time

Guarantee:
Express delivery estimates are subject to carrier conditions and are not guaranteed unless explicitly labeled as “Guaranteed Service” by the carrier.

15.3 Business Days Definition

“Business Days” means Monday through Friday, excluding:

Federal statutory holidays
Provincial statutory holidays (where applicable)
Carrier-recognized non-operating days

Transit time does not include vendor handling time.

15.4 Handling Time vs Transit Time

Handling Time:
The time required for the vendor to prepare the order before pickup.

Transit Time:
The time the carrier takes to deliver after pickup.

Total estimated delivery window = Handling Time + Transit Time.

15.5 Multi-Vendor Orders & Mixed Service Levels

If an order contains items from multiple vendors:

Service level is calculated per vendor shipment.
Some packages may ship Standard while others ship Express.
Express selection does not guarantee synchronized delivery across vendors.

15.6 Carrier Substitution Clause

ALOVA reserves the right to substitute a carrier or service level with an equivalent service if:

The originally selected carrier becomes unavailable
A service interruption occurs
Operational constraints arise

Substitution will not materially reduce service level unless required due to external limitations.

15.7 Remote & Extended Area Adjustments

Certain Canadian postal codes may:

Not qualify for Express
Incur extended delivery windows
Be subject to additional surcharges

ALOVA will display the best available service option for that route at checkout.