The Canadian Shield's Ecommerce Order Agreement Terms & Conditions is put in place to protect both the buyer and seller, as well as clearly define what will and will not be covered as part of your ecommerce transaction.
By placing an order online with The Canadian Shield, you acknowledge and agree that...
Returns, Warranties, and Exchanges
Due to the nature of PPE products and Rapid Tests, The Canadian Shield cannot offer returns or exchanges on any product after it has left our facility. If you receive product that is damaged or appears to have a warranty issue, please contact us right away and we will be happy to resolve that issue.
In other words, all sales are final.
To cancel an outstanding order which has not been fulfilled or shipped, please review the "Order Cancellation" section below.
Shipping & Fulfillment Timelines
The Canadian Shield will fulfill all online orders within the stated fulfilment timeline. For online orders, the estimated time for you to receive your order is the fulfillment time + the shipping time. Please review our Shipping Information page for our most up to date shipping timelines.
External factors, such as third-party delivery services, national supply chain shortages, or natural disasters, may result in shipment delays. Our team aims to be proactive in communicating any fulfillment delays which are within our control. Please check your email inbox and junk folder for updates from our team.
Please be advised that any shipping delays once the order has left our facility are beyond our control. The Canadian Shield cannot contact UPS, Canada Post, or other third-party courier to track down shipments. Furthermore, The Canadian Shield cannot assist when it comes to delays as a result of natural disasters (i.e. the flooding in British Columbia). We kindly ask that you reach out to the courier directly as they will be able to help you track down your package.
If there is an issue with the delivery of your shipment from the courier, (i.e. damaged, lost, or undeliverable package) customers must contact and/or submit a claim with UPS or the applicable courier. Once that claim is filed, The Canadian Shield team is happy to help resolve the issue by refunding the order, or sending out a replacement shipment.
If your online order is for a product which is labelled as a 'Pre-Order', it will be subject to a different fulfillment timeline than in-stock product. The estimated fulfillment timeline for any pre-order will be listed in the description of the product listing. This information is also included in the 'Pre-Order Info' email which is sent after checkout is complete.
Please be advised that this estimated fulfillment timeline for product pre-orders is not a guarantee. External factors, such as volatile supply chains, may result in fulfillment delays. Please review the second paragraph above, under "Shipping & Fulfillment timelines".
Due to the volatility of the PPE and rapid test supply chain, product substitutions may be offered if a product you ordered is no longer available or there is a significant delay for fulfillment.
If your order requires a product substitution, you will be contacted with the details of the substitute product, as well as your other options for the order if the product substitute is not acceptable to you.
If you fail to respond or cancel the order, The Canadian Shield reserves the right to make the substitution of greater or equal value.
The Canadian Shield team works hard to be proactive in communicating any delays or issues with online order fulfillment. Please check your email inbox and junk folder for updates from our team. If you have any questions about your outstanding order, our team is happy to help and can be reached by submitting a support ticket at: support.canadianshiledppe.ca.
Wrong Address Policy
If you’ve entered the incorrect shipping address at checkout, you will still have the chance to update it using the 'Update Address' button located in the order confirmation window, as well as at the bottom of the order confirmation email. Due to the high volume of inquiries, it is important that customers use the method described above to update the shipping address. If an address update is requested via email or social media, our team may not be able to process it in time before the order is shipped.
Please understand that if your order has already been fulfilled or shipped, you will be unable to update the shipping address.
If your order has shipped with the wrong shipping address, you will need to contact the shipping provider directly (either UPS of Canada Post). While it's not guaranteed, they may be able reroute the shipment to the correct address for you (additional fees may apply).
The Canadian Shield will not reship any orders if the wrong address has been inputted by the customer at checkout. We get it, mistakes happen - so we kindly ask you as the customer to carefully review your shipping address at checkout and if you need to make a change, please use the method described above.
Before Rapid Testing kits can be purchased, the applicable training materials and documents must be reviewed.
It is your responsibility to ensure that you have the appropriate knowledge, skills and judgement to perform the test. The Rapid Response COVID-19 Antigen Rapid Test Device is intended for use by trained laboratory personnel or health care professionals.
Rapid antigen testing devices should only be used for screening purposes. Nucleic acid-based testing, also called molecular testing or PCR, is the gold standard to diagnose active COVID-19 infection in patients with symptoms. For more information about self-testing and antigen testing devices, please visit the Health Canada website here
In the event you’ve changed your mind and would like to cancel your order, you’ll need to use the 'View or cancel my order' button linked in your order confirmation email to cancel the order. (Your order confirmation email will have your order #00000 in the subject line. This email is different than the 'Pre-Order Info' email you may have also received).
To avoid delays, you **MUST** cancel the order using the method described above. Due to the extreme volume of inquiries, if you submit customer support ticket or reach out on social media, we may not be able to process your request before your order has shipped out.
Please note, that if your order has already been fulfilled OR shipped, 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.
For more details, please carefully read the ‘Returns, Exchanges, and Warranties’ policy listed above.