Shipping Policy

1. Order Processing

Every order goes through a brief preparation phase before it leaves our facility. Here's what that looks like:

• Order cut off: 3:00 PM Eastern Time (ET). Orders placed after this time will begin processing on the following business day.
• Processing time: 0-1 business day. This covers order confirmation, quality inspection, and careful packing.
• Business days: Monday through Friday, excluding Canadian public holidays.

You'll receive a confirmation email as soon as your order is placed, followed by a separate shipping notification with your tracking details once it's on its way.

2. Estimated Delivery Times

Once your order leaves our facility, delivery typically falls within the following window:

3. Where We Ship

At this time, Suteraa ships within Canada only. Additional destinations will be added in the future.

We work with a selection of trusted Canadian and international carriers to get your order delivered reliably. Depending on your location and the weight of your parcel, your shipment may be handled by one of the following:

• Canada Post
• UPS
• FedEx
• DHL

Carrier selection is made automatically based on your delivery address and shipment specifications. You'll see the assigned carrier in your shipping confirmation email.

4. Shipping Costs

We're pleased to offer complimentary standard shipping on all Suteraa orders, with no minimum spend and no hidden fees. The price you see at checkout is exactly what you'll pay.

5. Tracking Your Order

Once your parcel has been dispatched, you'll receive an automated email containing your tracking number and a direct link to follow your shipment's progress. You can also visit our Track Your Order page on the Suteraa website at any time and enter your order number and email address to get a live status update.

If you haven't received a shipping confirmation within 2 business days of placing your order, please check your spam folder first, and if it's not there, get in touch with our team.

6. Pricing & Taxes

All applicable taxes are built into the price displayed on our site. There are no additional charges applied at checkout, and no surprises on your bank statement. What you see is what you pay.

7. Delivery Address

Please take a moment to carefully review your shipping address before completing checkout. Suteraa is not liable for orders dispatched to an address that was entered incorrectly at the time of purchase.

If you notice an error in your delivery details after placing your order, contact us at info@suteraa.com within 12 hours. We'll do everything we can to update the address before your parcel is dispatched, but we cannot guarantee changes once processing has begun.

8. Lost, Delayed, or Damaged Parcels

We hope every delivery goes smoothly, but here's what to do if something isn't right:

Marked as delivered but not received

Check with anyone else at the address, look around the property, and contact your local carrier branch. If the parcel still cannot be located, reach out to us within 14 days of the delivery date and we will open an investigation with the carrier.

Confirmed lost or missing in transit

Email us at info@suteraa.com within 14 days of your expected delivery date. Once the loss is confirmed by the carrier, we will arrange either a replacement shipment or a full refund, your choice.

Arrived damaged

Contact us within 7 days of delivery with clear photographs of the damaged item and the outer packaging. We will assess the situation and make it right as quickly as possible.

Questions About Your Shipment?

Our team is happy to help with anything shipping related. Reach out through any of the following:

Closed on public holidays. Messages received outside business hours are answered the next business day.