Shipping, Refund & Replacement Policy

Refund & Replacement Policy

At Suprelux, customer satisfaction is important to us. We work hard to ensure every order arrives safely and as expected. Please review our refund and replacement policy below.

Countries We Currently Ship To

At this time, we only ship to customers within Canada.

We are actively working to expand our shipping network and will be offering delivery to additional countries soon. Thank you for your patience and support as we continue to grow.

Shipping & Delivery Time

The average shipping and delivery timeframe for most orders is approximately 6–11 business days.

Please note:

  • Orders typically require up to 3 business days for processing, preparation, and shipment dispatch.

  • Once your package has been shipped, the remaining delivery timeframe depends on the shipping carrier and your country's local delivery services.

While we work hard to ensure timely delivery, occasional delays caused by customs processing, weather conditions, holidays, or carrier disruptions may occur.

Order Delays

If your order experiences an unusual shipping delay, we may offer a replacement or refund under the following conditions:

  • Canadian orders exceeding 45 days from the shipping date

This applies to orders with:

  • No tracking updates

  • Pending shipment status

  • Unusually extended transit times

Once verified, we may issue either:

  • A replacement shipment, or

  • A full refund.

Delivered Orders

If tracking information shows that your package was successfully delivered, refunds or replacements may not automatically qualify for approval.

If your package was marked as delivered but was not received, please:

  • Contact your local shipping carrier or postal office first.

  • Provide any available non-delivery documentation when possible.

Our team will do our best to assist you in resolving the issue.

Damaged Products

If your item arrives damaged or defective, we will gladly offer a replacement or refund.

To qualify:

  • The issue must be reported within 30 days of delivery.

  • Clear photo or video evidence of the damaged or defective product must be provided.

Please note:

  • Damaged packaging alone does not qualify for a refund if the product itself is functioning properly.

  • Refunds or replacements are only approved for products that arrive damaged, defective, or unusable.

Missing Items

If you receive:

  • An item is missing from your order,

please contact us. Once verified, we will arrange an appropriate replacement.

Order Cancellations

Orders may be canceled within 3 days of purchase for a full refund.

After the 3-day cancellation window has passed, cancellation requests may no longer be possible if the order has already entered processing or shipment stages.

Refund Eligibility

Refunds or replacements are only eligible for orders placed within the previous 90 days from the date the request is submitted.

Orders older than 90 days may no longer qualify for refunds or replacements.

Contact Us

For any refund, replacement, shipping, or order-related concerns, please contact our support team:

Support: admin@suprelux.ca

We aim to respond to all inquiries as quickly as possible and appreciate your patience and support.

— The Suprelux Team