SHIPPING
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All orders will be processed and shipped during the operating hours of Monday to Thursday, 10am-6pm EST and for Fridays, 10am-3pm EST.
Please keep in mind if items are purchased after 3pm EST on Friday, it will be processed the next business day, on Monday. It is our intent to process same business day, when possible, as long as the item(s) are ‘In Stock’, requires no additional transfer time.
If the appropriate processing time for your item(s) has passed and you have yet to see a tracking number, there is this possibility. Your email thinks we are spam, or we were automatically filtered to a different category. In this case, please search for an email from ‘sales@fifthgate.shop’ or log into your account to view the tracking number if searching fails.
SHIPPING RATES
The Shipping Rates shown at the time of checkout are designed to apply to all our coverage area in Canada & United States. Orders are processed within 1 to 2 business days of receiving your order. All orders are shipped via Canada Post and customers are responsible for shipping charges unless the minimum spend is met to qualify for free shipping.
TRANSIT TIMES
The delivery time of your package primarily depends on the shipping carrier. Please keep in mind that Canada Post do not work on weekends or major holidays. When carriers quote shipping days, they are referring to business days. Business days are defined as Monday through Friday, with the exception of holidays observed by the parcel carrier. For specific delivery estimates, you can usually find detailed information on the carrier’s website or you can also contact one of our customer service representatives for specific details.
DAMAGED SHIPMENT
All products are insured for its value and packed well for precaution; however, accidents may happen. In the event a product arrives damaged to your location, please follow the steps listed below. All damaged items must be reported to the shipping carrier immediately and you must notify FIFTHGATE Inc. within 5 days of receiving your order. If these steps are not followed, your shipment may not be able to be a candidate for the insurance claim.
Take pictures of the damaged product and all of its content and send them to us via email at ‘sales@fifthgate.shop'. Keep the product and it is original packaging as it arrived. Make a list of the damaged or lost item(s).
DO NOT reject your delivery and DO NOT send the item back to us; once we received the information listed above, we will file a damage claim as the shipper. Once a damage claim is filed, the carrier may be required to pick up the product for return or inspection. Any replacement and/or refund will be issued once all required documentation of the damage has been processed, all required items have been returned and inspected, and/or the damage claim has been settled.
LOST SHIPMENT
While we aim for timely deliveries, circumstances may arise where a package is marked as “delivered” by Canada Post but has not been received. In such cases, please follow the steps outlined below. It is crucial that customers report all lost packages to FIFTHGATE Inc. within 5 days of the marked delivery date. Failure to follow these steps may hinder our ability to assist with your claim.
Check Delivery Confirmation: Review your tracking information to confirm the delivery date and time.
Investigate Locally:
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Ask Neighbors: Check with neighbors or anyone at your residence to see if the package was received on your behalf.
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Look in Common Areas: Inspect common delivery locations such as mailrooms, porches, or behind furniture.
Verify Shipping Address: Ensure that the shipping address you provided during checkout is correct. If any discrepancies are found, please notify us immediately.
Contact Customer Support: If the package remains unlocated after the above steps, please reach out to our customer service team at sales@fifthgate.shop within 5 days of the marked delivery date. Include your order number and any relevant details to assist us in resolving the issue.
Investigation Process: Upon receiving your report, we will:
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Inquire with Canada Post: Contact Canada Post to gather additional information regarding the delivery and any potential errors.
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Provide Updates: We will update you on our findings within 3-5 business days.
Resolution for Lost Packages: If it is confirmed that your package is lost, you have the following options:
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Replacement: A replacement for the lost item can be issued.
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Refund: Alternatively, you may choose to receive a full refund if a replacement is not desired.
Please note: Customers are responsible for reporting lost packages to FIFTHGATE Inc. within 5 days of the marked delivery date. Failure to follow these steps may hinder our ability to assist with your claim.
Exceptions: FIFTHGATE Inc. cannot be held liable for packages marked as delivered that are not received. Refunds or replacements will only be issued after a thorough investigation confirms the package is indeed lost.
Customer Support: For any questions or further assistance regarding lost packages, please contact us at sales@fifthgate.shop. Our customer service team is available from 10 AM to 5 PM Eastern Time, Monday through Friday. We strive to respond to all inquiries within 24-48 hours.
CONDITIONS OF USE
By purchasing through FIFTHGATE Inc., you agree to all of our terms and conditions. All products are for personal use only. FIFTHGATE Inc. assumes no liability for parts sold. All warranties are subject to approval by the manufacturer and will be taken care of with the manufacturer accordingly. By visiting or purchasing from FifthGate.shop, you agree to abide by our terms and conditions, including those set forth on this page. Any revisions to our Shipping Policies will be posted on this page and any other page we deem necessary to inform our users of any changes made. We reserve the right to modify our Shipping Policies at any time. Your continued use of the Site following any policy revisions constitutes your acceptance of and agreement with the changes made.
