Shipping Policy

1. Order Processing

Orders are processed and shipped Monday through Friday, excluding statutory holidays in Ontario, Canada. In-stock orders placed before 12:00 PM ET typically ship the same business day; orders placed after that cutoff ship the next business day. You will receive a confirmation email with tracking information once your order has left our warehouse.

2. Shipping Destinations

We ship throughout Canada and the continental United States. Shipments to Alaska, Hawaii, Puerto Rico, and international destinations may be arranged by contacting our team — additional shipping charges and customs duties may apply and are the responsibility of the customer.

3. Shipping Methods & Costs

Shipping costs are calculated at checkout based on package dimensions, weight, and destination. Available options include:

• Standard Ground — 3–7 business days within Canada; 5–10 business days to the USA.
• Express — 1–3 business days (Canada); 2–4 business days (USA).
• Freight / LTL — for large or palletized equipment; delivery times vary by carrier and destination.
• Local Pickup — available at our Concord, Ontario warehouse by appointment.

Free shipping promotions, when offered, apply only to eligible products and destinations and will be clearly noted on the product page or at checkout.

Your shipping charge, the service level you selected, and the estimated delivery window are shown in the cart and at checkout before you are asked to pay, so you can review the full total before completing your purchase. For orders shipping to the USA, import duties and taxes assessed by U.S. Customs are separate from your order total and are described in Section 8 below.

4. Delivery Estimates

Delivery estimates are counted in business days from the date your order ships, not from the date the order is placed. Standard Ground delivery is typically 3–7 business days within Canada and 5–10 business days to the USA. Express delivery is typically 1–3 business days within Canada and 2–4 business days to the USA. Freight/LTL shipments of large or palletized equipment, remote destinations, and periods of carrier disruption can take longer; the estimate shown at checkout reflects the service you select. These are estimates, not guaranteed delivery dates.

5. Order Tracking

Once your order ships, we email you a tracking number from the assigned carrier (UPS, FedEx, Purolator, or partner courier). You can track your shipment from the link in that email or from your account order history after logging in.

6. Backorders & Out-of-Stock Items

If an item you ordered is temporarily out of stock, we will notify you with an estimated ship date and give you the option to wait, substitute an equivalent product, or cancel for a full refund. Backordered items are not charged additional shipping when they ship separately.

7. Damaged or Lost Shipments

Inspect your order upon delivery. If your package arrives damaged, or is short or missing items, contact us within 48 hours at info@illuminexpool.com or call 647-969-7280 with your order number and photos of the damage. We will file a carrier claim and arrange a replacement or refund at no cost to you.

8. Customs, Duties & Taxes

Orders shipped to the USA may be subject to US customs duties, taxes, and brokerage fees determined by US Customs and Border Protection. These charges are the responsibility of the recipient and are not included in the product price or shipping cost quoted at checkout. Illuminex declares the true commercial value of all shipments.

9. Contact Us

Questions about shipping? Email info@illuminexpool.com, call 647-969-7280, or use our contact page.