Customer Support

Have you had a chance to visit our FAQ page? For answers to some of our most frequently asked questions, please click here.

Shipping Addresses

It is your responsibility to ensure the shipping address on your order is correct. If this address needs to be updated, you must use the 'Update Address' button at the bottom of your order confirmation email.

If your order has already shipped we will be unable to update the shipping address. You must contact UPS directly to reroute the shipment (additional fees will apply).

Order Cancellations

In the event you’ve changed your mind and would like to cancel your order, you’ll need to use the 'View my order' button link in your order confirmation email to cancel the order.

Please note, that if your order has already shipped out, you will be unable to cancel or refund the order. Due to the nature of PPE and rapid tests, we cannot accept returns of products, even if you haven’t received the shipment yet.


Please understand that we are experiencing an extremely high volume of orders. It takes on average 3-5 business days to fulfill an online order before it is shipped.

Once your shipping label has been created, it can take 24-48 hours for that tracking number to update.

Have you read our Ecommerce Order Agreement Terms & Conditions?

Before you can make a purchase online with The Canadian Shield, you'll need to read and agree with our Ecommerce Order Agreement Terms & Conditions.

This agreement is put in place to help you understand our policies for online orders, as well as what will and will not be covered as part of your ecommerce transaction. Before contacting us, you might find the answer to your question in this agreement!

The Canadian Shield

640 Bridge Street W, Waterloo, Ontario N2K 4M9

Monday - Friday, 9:00am - 5:00pm

● No on-site sales
● All orders must be placed online
● No resumé drop-offs
● Local pickup entrance off Labrador Drive

Get directions