Shipping Policy

ALOVA CANADA - SHIPPING POLICY

Last Updated: 2026-01-11
Applies to: Products Module, Multi-Vendor Unified Checkout, and Local Courier Deliveries where available
Platform: ALOVA.ca and ALOVA mobile app
Legal Entity: Black Atlas Digital E-Commerce Inc., operating as/DBA ALOVA Canada
Contact: [email protected] | www.alova.ca | Call/WhatsApp: 647-848-0095

ALOVA Canada (“ALOVA,” “we,” “us,” or “our”) operates as a Canadian multi-vendor marketplace and logistics technology platform connecting customers with independent vendors across Canada. This Shipping Policy explains how shipping, delivery, tracking, multi-vendor shipments, carrier coordination, delivery issues, and local courier options work on ALOVA.

ALOVA is not the seller of goods unless expressly stated. Vendors are independent sellers of record and are responsible for preparing, packaging, and fulfilling customer orders from their own locations.

1. Who Ships What

Vendors are responsible for fulfillment readiness. Each vendor must maintain accurate shipping information, including their ship-from address, product weight, product dimensions, packaging requirements, inventory availability, and preparation timelines.

Vendors are responsible for securely packaging items, preparing orders on time, and ensuring the order is ready for pickup, drop-off, or local delivery where applicable.

ALOVA may coordinate shipping services as a marketplace agent through third-party carriers, shipping aggregators, local couriers, and logistics partners. These may include carrier networks such as Canada Post, UPS, Purolator, FedEx, Canpar, GLS, Uber Direct, local courier partners, and other enabled providers.

ALOVA does not guarantee that every carrier, courier, route, delivery speed, or service level will be available in every city, province, postal code, or region at all times.

2. Multi-Vendor Shipping

ALOVA is a multi-vendor marketplace. This means items in one cart may come from different vendor locations.

If your cart contains items from multiple vendors:

Your order may be split into separate shipments.
Each vendor shipment may have its own shipping fee.
You may receive multiple tracking numbers.
Packages may arrive on different days.
Delivery timelines may vary by vendor location, carrier, and service level.

Although customers may complete one checkout transaction, shipping may be calculated and fulfilled separately per vendor shipment.

3. Shipping Fee Calculation

Shipping fees shown at checkout may be calculated based on:

Vendor ship-from location
Customer delivery address
Package weight and dimensions
Carrier or courier availability
Delivery distance
Service level selected
Residential or commercial delivery rules
Rural, remote, or extended-area surcharges
Fuel surcharges
Carrier rate changes
Seasonal or operational surcharges
Local courier availability where applicable

Shipping fees are estimates at checkout and may include carrier rates, logistics coordination costs, service fees, protection fees, platform logistics margins, and operational buffers where applicable.

4. Shipping, Service & Protection Fees

Shipping charges displayed at checkout may include:

Base carrier or courier rate
Platform logistics margin
Service and protection fee
Applicable operational buffer
Taxes where required

These fees support shipping coordination, delivery support, carrier reconciliation, platform infrastructure, customer service, and protection for eligible delivery issues.

The shipping total displayed to the customer may not be a direct carrier-only pass-through amount. It may include reasonable platform logistics costs associated with operating a multi-vendor delivery system.

5. Shipping Buffer

To reduce failed orders, rate mismatches, carrier surcharges, and reconciliation issues, ALOVA may include a small shipping buffer in the displayed shipping total.

The shipping buffer may help cover:

Carrier rate adjustments
Fuel or residential surcharges
Pickup-related charges
Remote-area adjustments
Carrier reconciliation differences
Operational support costs

The shipping buffer is not a tip. It is an operational stabilizer used to support reliable nationwide shipping.

6. Shipping Options at Checkout

Where available, ALOVA may display shipping options such as:

Cheapest
Standard
Express
Fastest
Local courier delivery

Not all shipping options will be available for every order, vendor, product, address, or postal code.

ALOVA may recommend or default to the lowest available shipping option where appropriate. Customers may select upgraded service levels where available.

7. Standard Shipping

Standard Shipping is generally the most cost-effective shipping option available for a route at checkout.

Standard Shipping is commonly used for:

Non-urgent deliveries
Cross-city and cross-province shipments
Multi-vendor orders
Budget-sensitive purchases

Estimated delivery ranges may include:

Metro-to-metro: approximately 2–6 business days
Cross-province: approximately 3–8 business days
Rural or remote regions: approximately 4–12+ business days

Actual delivery times depend on vendor handling time, carrier network, postal code, weather, service interruptions, and regional delivery conditions.

Standard Shipping is not guaranteed unless expressly stated by the carrier.

8. Express Shipping

Express Shipping is a premium delivery option designed to prioritize speed over cost.

Express Shipping may be used for:

Time-sensitive deliveries
Gifts
Business-critical shipments
Urgent replacement items

Estimated delivery ranges may include:

Metro-to-metro: approximately 1–3 business days
Cross-province: approximately 1–4 business days
Remote regions: timing varies by carrier availability

Express Shipping may use air, priority, expedited, or premium courier services.

Express delivery estimates are subject to carrier conditions and are not guaranteed unless the carrier specifically labels the service as guaranteed.

9. Local Courier Delivery

Where available, ALOVA may offer local courier delivery for same-city or short-distance orders.

Local courier delivery may be available through providers such as Uber Direct, approved local courier partners, or other enabled providers.

Local courier delivery may be used where it is faster, more practical, or more cost-effective than traditional parcel shipping.

Availability depends on:

Customer location
Vendor location
Courier coverage
Product type
Real-time courier pricing
Delivery distance
Courier capacity

Local courier delivery is not guaranteed in every region.

10. Carrier Networks and Third-Party Providers

ALOVA may coordinate shipping through third-party carriers, shipping platforms, courier services, and delivery providers.

These providers may include, but are not limited to:

Canada Post
UPS
Purolator
FedEx
Canpar
GLS
Uber Direct
Local courier partners
Other enabled logistics providers

ALOVA may add, remove, or substitute carriers or courier partners at any time based on availability, performance, cost, coverage, or operational needs.

11. Carrier Substitution

ALOVA reserves the right to substitute a carrier, courier, or service level with an equivalent or reasonably comparable service if:

The selected carrier becomes unavailable
A carrier service disruption occurs
A route becomes unsupported
Pricing or coverage changes
Operational constraints arise
A different carrier provides a more reliable delivery option

ALOVA will aim not to materially reduce the selected service level unless required due to carrier, regional, weather, or operational limitations.

12. Vendor Pickup and Drop-Off

For some carrier services, pickup from a vendor’s location may be available. Pickup availability is not guaranteed.

Some carriers may require:

Pickup scheduling
Minimum shipment volume
Specific pickup windows
Commercial pickup locations
Advance booking

Where pickup is unavailable, the vendor may be required to drop off the parcel at an approved carrier location.

Vendors must follow ALOVA’s fulfillment instructions, carrier packaging rules, and required timelines.

13. Vendor Handling Time

Handling time is the time required for the vendor to prepare an order before pickup, drop-off, or courier dispatch.

Handling time may vary based on:

Vendor capacity
Product type
Order size
Customization requirements
Packaging requirements
Vendor operating hours

Transit time begins only after the package is picked up, dropped off, or accepted by the carrier.

Total estimated delivery time equals:

Handling Time + Carrier/Courier Transit Time.

14. Business Days

“Business Days” means Monday through Friday, excluding:

Federal statutory holidays
Provincial statutory holidays where applicable
Carrier-recognized non-operating days
Weather or emergency service interruptions

Weekends and holidays may extend delivery timelines.

15. Delivery Estimates

Delivery dates and ranges shown on ALOVA are estimates only.

Delivery estimates may be affected by:

Vendor handling time
Carrier transit time
Weather
Labour disruptions
Natural disasters
Remote delivery routes
Carrier capacity
Incorrect customer address
Failed delivery attempts
Seasonal shipping volume

ALOVA does not guarantee delivery by a specific date unless expressly stated by the carrier and supported by the selected service.

16. Address Accuracy

Customers are responsible for providing accurate and complete delivery information, including:

Full name
Street address
Unit or apartment number
Buzzer or access code
City
Province
Postal code
Phone number
Delivery instructions where applicable

ALOVA, vendors, carriers, and couriers are not responsible for delays, failed deliveries, returned parcels, or losses caused by incorrect, incomplete, or inaccessible delivery information.

17. Address Changes After Ordering

Once an order is confirmed, processed, or a shipping label has been created, address changes may not be possible.

If an address change is requested:

The shipment may need to be cancelled and recreated.
Additional carrier fees may apply.
Delivery may be delayed.
The vendor or carrier may not be able to accommodate the change.

Customers should review all delivery details carefully before placing an order.

18. Tracking Information

Tracking information will be provided where available after a shipping label is created or the shipment enters carrier processing.

Multi-vendor orders may include multiple tracking numbers.

Tracking statuses may include:

Order confirmed
Label created
Pickup scheduled
Picked up
In transit
Out for delivery
Delivered
Delivery exception
Failed delivery attempt
Returned to sender

Tracking updates depend on the carrier or courier and may not update in real time.

19. Failed Delivery Attempts

A delivery may fail due to:

Incorrect address
Missing unit number
Missing buzzer code
No safe drop location
Customer unavailable
Restricted building access
Carrier delivery limitations
Repeated failed attempts

If delivery fails, the carrier may:

Attempt redelivery
Hold the parcel for pickup
Return the parcel to the vendor
Charge additional fees

Customers may be responsible for additional fees caused by incorrect address information, inaccessible delivery locations, or missed delivery requirements.

20. Return to Sender and Undeliverable Parcels

If a parcel is returned to sender because of customer error, failed delivery, refusal, or inaccessible address, the customer may be responsible for:

Original shipping charges
Return shipping fees
Re-shipping fees
Carrier adjustment fees
Restocking fees where permitted by vendor policy

Refund eligibility will depend on the vendor’s return policy, product type, and applicable law.

21. Lost Shipments

A shipment may be considered lost where tracking shows no movement for an extended period or where the carrier confirms loss.

If a shipment appears lost:

ALOVA may review tracking information.
ALOVA or the vendor may initiate a carrier investigation.
The customer may be asked to provide information.
Resolution may depend on carrier investigation results, delivery protection eligibility, vendor policy, and applicable law.

Lost shipment claims must be reported within the timeframe stated in ALOVA’s Refund & Dispute Policy or Delivery Protection Policy.

22. Damaged Shipments

If an order arrives damaged, the customer must:

Take clear photos of the outer packaging
Take clear photos of the damaged item
Keep all packaging materials until the issue is resolved
Report the issue within the required timeframe
Provide order number and tracking information

Failure to keep packaging or provide evidence may affect claim eligibility.

Damage caused by poor vendor packaging may result in vendor responsibility, claim denial, payout adjustment, or enforcement action.

23. Stolen or Missing After Delivery

If tracking shows “Delivered” but the package is missing, the customer should:

Check the delivery area
Check with household members
Check with building concierge, mailroom, or property office
Confirm the delivery address
Review carrier proof of delivery where available

ALOVA may review the case under delivery protection where applicable.

ALOVA is not automatically responsible for theft after confirmed delivery unless required by law or covered by an applicable delivery protection program.

24. Delivery Protection

Eligible shipments may include delivery protection for certain shipping-related issues.

Delivery protection may cover:

Lost shipments
Damaged items during transit
Stolen deliveries where applicable

Delivery protection does not generally cover:

Change of mind
Incorrect size or fit
Buyer preference
Normal returns
Vendor product quality issues unrelated to shipping
Delays not tied to loss or damage
Perishable goods unless eligible under applicable coverage

Customers must report delivery protection issues within the applicable timeframe and provide required evidence.

ALOVA may, at its discretion and subject to coverage eligibility, issue a refund, arrange replacement, coordinate a claim, or facilitate another resolution.

25. Shipping Issues vs Vendor Issues

Shipping-related issues may be routed to ALOVA for review.

Examples include:

Item damaged in transit
Package not received
Carrier-confirmed loss
Delivery tracking issue

Vendor-related issues are handled according to the vendor’s policy.

Examples include:

Wrong item sent
Product not as described
Product defect not caused by shipping
Change of mind
Size or fit issue
Service dissatisfaction

ALOVA may facilitate dispute resolution but does not act as a court, arbitrator, or merchant of record unless expressly stated.

26. Reporting Delivery Issues

Customers must report shipping issues through the platform or ALOVA support.

Customers may be required to provide:

Order ID
Vendor name
Tracking number
Delivery address confirmation
Description of issue
Photos or videos where applicable
Carrier notice or delivery proof
Timeline of events

For damaged or missing shipments, reports should be submitted within the timeframe stated in ALOVA’s Refund & Dispute Policy or Delivery Protection Policy.

27. Shipping Disputes

If a shipping dispute arises:

The customer should report the issue through the platform.
ALOVA may review tracking, carrier records, vendor handling, and submitted evidence.
ALOVA may coordinate with the vendor, carrier, courier, or payment processor.
ALOVA may recommend or facilitate a resolution.

Possible outcomes may include:

Refund
Replacement
Carrier claim
Return request
Denial of claim
Vendor payout adjustment
Account or policy enforcement

28. Restricted Items

Certain items may be restricted, prohibited, or require special handling.

Restricted items may include:

Aerosols
Perfumes
Lithium batteries
Alcohol or regulated liquids
Hazardous materials
Temperature-sensitive goods
Fragile items
High-value items
Perishable goods
Items restricted by Canadian law or carrier rules

Vendors are responsible for ensuring that products comply with carrier restrictions, Canadian laws, product safety rules, and ALOVA policies.

ALOVA may remove listings, cancel orders, or restrict shipping for items that cannot be lawfully or safely shipped.

29. Packaging Standards

Vendors must package items safely and appropriately for carrier handling.

Vendors must:

Use protective packaging
Seal packages securely
Use correct labels
Follow carrier packaging standards
Use fragile handling materials where needed
Protect items from moisture, breakage, leakage, or contamination
Package perishables according to applicable standards

Poor packaging may result in:

Damage claims being denied
Vendor responsibility for refunds or replacements
Payout holds
Listing restrictions
Account suspension

30. Perishable Goods, Food, and Grocery Orders

Perishable goods, food, groceries, farm produce, and prepared meals may be subject to special delivery rules.

These items may:

Require same-day or local courier delivery
Be non-returnable once prepared or delivered
Have limited cancellation windows
Require specific packaging or temperature controls
Be excluded from standard parcel shipping

Vendors selling food, groceries, or perishables are responsible for compliance with applicable food safety, packaging, labeling, and handling laws.

Refunds for perishable goods may be limited except where required by law, where vendor fault is confirmed, or where delivery protection applies.

31. Rural, Remote, and Extended Areas

Some Canadian regions may have higher shipping costs or longer delivery times due to:

Remote postal codes
Limited carrier coverage
Ferry or air delivery reliance
Residential surcharges
Fuel surcharges
Extended-area fees
Weather and road conditions

ALOVA will aim to display the best available shipping options for each route, but some rural or remote shipments may be more expensive or slower than metro deliveries.

Some regions may not qualify for Express or local courier delivery.

32. Local-First Shopping and Shipping Cost Reduction

Because ALOVA is a multi-vendor marketplace, shipping costs may be lower when customers buy from vendors closer to their delivery location or purchase multiple items from the same vendor.

ALOVA may display prompts encouraging customers to:

Shop from vendors in their city
Shop from vendors in their province
Buy multiple items from one store
Choose the cheapest shipping option
Avoid unnecessary multi-vendor shipping costs

These prompts are intended to improve transparency and reduce delivery costs.

33. Taxes on Shipping

Shipping fees, service fees, logistics fees, and related delivery charges may be subject to applicable taxes depending on the customer’s location, vendor status, and applicable tax rules.

ALOVA may collect and remit taxes on its own fees where required.

Vendors remain responsible for their own tax obligations.

34. Carrier Claims

Where a carrier claim is required, ALOVA, the vendor, or the shipping provider may initiate the claim depending on the shipment structure.

Customers must cooperate by providing evidence and preserving packaging.

Vendor cooperation may also be required.

Carrier claims are subject to carrier rules, documentation requirements, timelines, exclusions, and approval processes.

A claim submission does not guarantee refund, replacement, or approval.

35. Abuse, Fraud, and Bad-Faith Claims

ALOVA may reject or limit shipping claims that appear:

Fraudulent
Repetitive
Abusive
Unsupported by evidence
Submitted in bad faith
Outside policy timeframes

ALOVA may restrict accounts, hold payouts, suspend users, or take enforcement action where misuse is identified.

36. Limitation of Liability

To the maximum extent permitted by law:

ALOVA is not liable for carrier delays, service interruptions, or delivery failures outside its reasonable control.
ALOVA is not liable for vendor packaging failures, product defects, or inaccurate fulfillment information.
ALOVA is not liable for indirect, incidental, consequential, special, punitive, or economic damages arising from shipping or delivery issues.
ALOVA’s liability, where applicable, is limited to the amount paid for the relevant shipment, the disputed order, or fees paid to ALOVA, unless a different limit is required by law.

Nothing in this Shipping Policy limits any rights that cannot be waived under applicable Canadian consumer protection laws.

37. Force Majeure

ALOVA is not responsible for shipping delays, failed deliveries, or service interruptions caused by events beyond reasonable control, including:

Weather events
Natural disasters
Labour strikes
Carrier disruptions
Government restrictions
Road closures
Emergencies
Pandemics or public health events
Power outages
System outages
War, civil unrest, or similar events

38. Relationship With Other Policies

This Shipping Policy should be read together with ALOVA’s:

Terms of Service
Refund & Dispute Policy
Cancellation Policy
Privacy Policy
Vendor Agreement
Payout Policy
Food & Grocery Vendor Addendum, where applicable

If there is a conflict between this Shipping Policy and mandatory applicable law, the law will prevail.

39. Policy Updates

ALOVA may update this Shipping Policy periodically to reflect legal, operational, carrier, logistics, or marketplace changes.

Updated versions will be posted on ALOVA.ca or made available through the Platform.

Continued use of the Platform after updates means acceptance of the revised policy.

40. Contact

Questions about shipping may be directed to:

ALOVA Canada
Email: [email protected]
Website: www.alova.ca
Call/WhatsApp: 647-848-0095