Shipping policy

Effective date: July 23, 2026

This Shipping Policy explains the delivery destinations, shipping charges, processing times, transit estimates, freight services, tracking procedures, and delivery requirements that apply to purchases from My Energy Flow.

Shipping availability, cost, and delivery time vary by product, destination, order value, and selected delivery service. Review the applicable product page and checkout information before completing your purchase.

1. Shipping Destinations

My Energy Flow currently ships to the following locations:

Canada

We ship to all 10 Canadian provinces:

Alberta
British Columbia
Manitoba
New Brunswick
Newfoundland and Labrador
Nova Scotia
Ontario
Prince Edward Island
Quebec
Saskatchewan

We currently do not ship to:

Yukon
Northwest Territories
Nunavut

United States

We ship to the 48 contiguous United States and Washington, D.C.

We currently do not ship to:

Alaska
Hawaii
Puerto Rico
Guam
American Samoa
U.S. Virgin Islands
Northern Mariana Islands
Other U.S. territories
APO, FPO, DPO, and other military addresses

Other address restrictions

We do not currently ship to P.O. boxes.

Product-specific, carrier, or access restrictions may apply to certain remote addresses. If no shipping option appears at checkout, the selected product cannot currently be delivered to that address.

2. Shipping Charges

Shipping charges vary by product, destination, order value, and selected delivery service.

Depending on the product, shipping may be:

Free
Charged at a flat rate
Calculated according to the order value
Different for Canada and the United States
Subject to an optional upgraded delivery service

The shipping charge collected by My Energy Flow is displayed at checkout before payment is completed.

Unless expressly stated otherwise, product prices and shipping charges are displayed in U.S. dollars.

3. Duties, Import Taxes, and Brokerage Charges

Some Canadian orders may ship from a location outside Canada and may be subject to:

Customs duties
Import taxes
Carrier brokerage charges
Other government or border-processing charges

These charges are determined by the carrier or applicable authorities. They may be collected separately and may not be included in the product price or checkout shipping charge.

Unless expressly stated otherwise, the customer is responsible for these third-party charges.

4. Order Processing Time

Orders are generally processed within 1–3 business days, Monday through Friday, excluding public holidays.

Processing time is the period between order placement and the order being prepared and handed to the carrier. It may include:

Payment and fraud verification
Inventory confirmation
Manufacturer or supplier order review
Preparing the product for shipment
Creating shipping and freight documentation

Orders submitted on weekends or public holidays generally begin processing on the next business day.

Processing may take longer if additional payment, address, inventory, or delivery information is required. We will contact you if we need additional information before fulfillment.

5. Transit Time and Estimated Total Delivery

Transit time begins after order processing is complete and the shipment has been handed to the carrier.

The estimated total delivery period consists of:

Processing time: generally 1–3 business days
Transit time: the product-specific shipping period shown at checkout

For example, a product with a 5–7-business-day transit time has an estimated total delivery period of approximately 6–10 business days:

Fastest estimate: 1 processing day + 5 transit days = 6 business days
Longest estimate: 3 processing days + 7 transit days = 10 business days

Transit ranges differ by product and destination. The applicable transit time and a description of the estimated total delivery period are displayed with the available shipping option at checkout.

Do not rely on a general sitewide delivery estimate for a specific product. Review the shipping information shown for the product in your cart.

6. Delivery Estimates Are Not Guarantees

Processing and transit estimates are provided in good faith but are not guaranteed delivery dates.

Delays may occur because of:

Carrier disruptions
Severe weather or natural disasters
Manufacturer or supplier delays
Inventory availability
Customs or border processing
Remote-area service limitations
Freight-terminal congestion
Delivery-appointment availability
Incorrect or incomplete address information
Events outside our reasonable control

We will provide available updates when we become aware of a material delay.

7. Shipping Methods and Carriers

The shipping method depends on the product’s size, weight, destination, and fulfillment location.

Orders may be shipped through:

Parcel delivery
Ground delivery
Freight or less-than-truckload delivery
Curbside freight delivery
Optional White Glove Delivery & Setup

Carriers may include FedEx, UPS, DHL, regional carriers, freight providers, or other delivery partners selected for the order.

Orders may ship directly from a manufacturer, distributor, warehouse, or other fulfillment location.

8. Tracking Information

When tracking becomes available, we will send a shipping-confirmation email containing available information such as:

The carrier name
The tracking or freight reference number
A link to the carrier’s tracking page

Tracking events and estimated delivery dates are supplied by the carrier and may change during transit.

Some freight shipments may have limited online tracking. In these cases, the carrier may contact you directly to arrange a delivery appointment.

An order containing multiple products may arrive in separate shipments and may have more than one tracking number.

9. Freight and Curbside Delivery

Many large or heavy products are shipped through a freight carrier.

Unless another service is expressly selected, freight delivery is curbside delivery.

Curbside delivery means the carrier delivers the shipment to the nearest safe and accessible point at the delivery address, generally:

The curb
The driveway entrance
A loading area
Another location the carrier determines is safely accessible

Standard curbside delivery does not include:

Bringing the product inside a home or building
Moving the product to its final location
Unpacking
Assembly or installation
Electrical or plumbing work
Removal of packaging
Removal of an existing product

The customer is responsible for arranging sufficient help, equipment, and access to move a curbside shipment after delivery.

10. Freight Delivery Appointments and Access

A freight carrier may contact you by telephone, email, or text message to schedule a delivery appointment.

You are responsible for providing accurate contact information and responding to the carrier’s scheduling attempts.

Before delivery, ensure that:

The delivery address is accessible to the carrier’s vehicle.
Roads, gates, driveways, and loading areas can accommodate delivery.
Any building or community access requirements have been arranged.
An authorized adult is available when a signature is required.

Redelivery, storage, address-correction, missed-appointment, or special-access charges may apply when caused by inaccessible premises, unavailable recipients, or inaccurate customer information.

11. White Glove Delivery & Setup

White Glove Delivery & Setup is an optional paid upgrade available for select products and destinations.

When available, the option will appear separately on the product page. The service includes delivery and installation or setup by a representative, subject to the service terms applicable to the product.

Scheduling and service details will be confirmed after the order is reviewed.

The exact scope of White Glove service may vary. Unless expressly confirmed, it does not automatically include:

Licensed electrical work
Plumbing work
Construction or structural alterations
Permits or inspections
Site preparation
Removal of an existing unit

White Glove availability, price, and delivery timing may differ from standard delivery.

12. Inspecting Your Shipment

Inspect the shipment and packaging carefully when it arrives.

For freight deliveries, where reasonably possible:

Inspect the shipment before signing the delivery receipt.
Look for dents, tears, holes, crushing, moisture, or broken packaging.
Confirm that the number of packages matches the delivery documents.
Note all visible damage or shortages on the delivery receipt.
Take clear photographs of the shipment and packaging.
Retain the packaging, pallet, labels, and delivery documents.

Signing a freight receipt without noting visible damage may affect the carrier’s handling of a damage claim.

13. Damaged, Defective, or Incorrect Products

Please provide:

Your order number
A description of the issue
Photographs of the product and packaging
Video showing the problem, when relevant
A photograph or copy of the freight delivery receipt
The product serial number, when requested

Certain products or manufacturers require delivery damage to be reported within 48 hours. Other product-specific claim deadlines may also apply. Contact us promptly rather than waiting to report the issue.

Do not discard packaging, dispose of damaged components, or attempt an unauthorized repair before receiving instructions.

Depending on the circumstances and applicable manufacturer or carrier requirements, an approved resolution may include:

Replacement parts
Repair assistance
Product replacement
Refund

14. Delayed or Lost Shipments

Contact us if a shipment has not arrived after the estimated delivery period and the tracking information has not recently updated.

We may contact the carrier, manufacturer, supplier, or fulfillment partner to investigate the shipment.

A carrier investigation may be required before a shipment can be declared lost or before a replacement or refund can be approved.

15. Shipments Marked as Delivered

If tracking states that a shipment was delivered but you cannot locate it:

Verify the shipping address entered with your order.
Check entrances, side doors, garages, mailrooms, and receiving areas.
Ask household members, neighbours, reception, or building management.
Check for a carrier delivery photograph or delivery note.
Contact the carrier for available delivery information.
Contact support@myenergyflow.com promptly if the shipment is still missing.

16. Missing Items and Split Shipments

Products, accessories, heaters, controls, or other components may ship separately.

Before reporting an item as missing, review:

The shipping-confirmation emails
All tracking numbers
The packing slip
The product packaging

If an item is still missing, contact us promptly and include your order number, the missing item, and photographs of the received shipment where relevant.

17. Incorrect or Incomplete Addresses

Customers are responsible for entering a complete and accurate shipping address, telephone number, and email address.

Contact us immediately if you notice an error. We will attempt to update the address if fulfillment has not started, but an address change cannot be guaranteed after an order has been processed or shipped.

Carrier address-correction, rerouting, storage, return-to-sender, or reshipment charges may apply when an incorrect or incomplete address was supplied with the order.

Some carriers do not permit delivery-address changes after shipment.

18. Refused and Missed Deliveries

Do not refuse a shipment solely because the exterior packaging appears damaged unless instructed to do so by My Energy Flow or the carrier.

Where possible, document visible damage on the delivery receipt and contact us promptly for instructions.

A shipment refused without authorization or missed because the recipient was unavailable may be subject to:

Return freight charges
Redelivery fees
Storage fees
Restocking fees
Other carrier or manufacturer charges

19. Returns and Refunds

Most eligible products may be returned within 30 days of delivery. However, return eligibility, return windows, product-condition requirements, shipping responsibilities, and restocking fees vary by product and manufacturer.

Some products may be:

Final sale
Non-cancellable after processing or shipment
Subject to a shorter return period
Subject to return-shipping charges
Subject to a restocking fee

Customers are generally responsible for return shipping costs for approved change-of-mind returns.

For an approved claim involving an item that is damaged on arrival, defective, or incorrect, My Energy Flow will work with the manufacturer or supplier to provide the applicable remedy and cover reasonable return shipping when required by the approved claim process.

Do not return a product without prior approval and the correct return instructions.

Review our Refund and Return Policy for complete terms.

20. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes to our products, carriers, fulfillment partners, shipping coverage, delivery services, or legal obligations.

The effective date at the top of this page identifies the latest revision.

Changes will not retroactively alter an accepted order unless permitted by applicable law or agreed with the customer.

21. Related Policies

22. Contact Us

Contact our customer service team if you have questions about shipping, delivery availability, freight service, tracking, or a delivery issue.

1001193398 Ontario Inc., operating as My Energy Flow
2232 Stratus Drive
Oakville, Ontario L6M 4W5
Canada

Customer service hours

Monday–Friday: 9:00 AM–5:00 PM EST
Saturday: 10:00 AM–6:00 PM EST