Shipping policy

Last updated: September 12, 2026

At CLEORA, we want your ordering experience to be clear and predictable from the moment your order is confirmed until it reaches you.

This Shipping Policy explains our delivery times, fulfillment process, tracking, delays, lost packages, shipping addresses, and other delivery-related matters.

1. Where We Ship

CLEORA currently ships to customers within Canada.

If additional countries become available in the future, they will be clearly displayed at checkout.

2. Delivery Timeframe

Our current shipping method provides an estimated total delivery time of 7–12 calendar days to Canada.

This estimated timeframe includes the entire fulfillment and delivery process, including order handling, shipment preparation, carrier transit, customs processing where applicable, and final delivery to your address.

Handling and transportation may occur on weekends depending on the supplier, logistics provider, and shipping carrier.

The 7–12 day estimate is therefore the total estimated delivery time, not an additional period after processing.

To allow for occasional carrier, customs, or logistics delays, CLEORA commits to delivering your order within a maximum of:

15 business days from the date your order is confirmed

This 15-business-day period is the maximum total delivery commitment and already includes handling and processing time.

For this maximum commitment, business days are Monday through Friday, excluding applicable public holidays.

The delivery timeframe applicable to your purchase forms part of the terms of your order.

3. Order Fulfillment

CLEORA works with third-party fulfillment and logistics partners to prepare and ship certain products directly to customers.

Some CLEORA products may be dispatched from Mainland China and transported internationally before final delivery in Canada.

Although external partners may assist with preparing and transporting your order, your purchase is made from CLEORA.

CLEORA remains responsible for fulfilling the order according to the product description and delivery commitment agreed to at the time of purchase.

4. Order Confirmation

After successfully completing payment, you should receive an order confirmation at the email address provided during checkout.

Please review your:

  • name;
  • shipping address;
  • product;
  • selected colour or variant;
  • quantity;
  • contact information.

If you notice an error, please contact CLEORA as soon as possible.

Once an order has entered fulfillment or has been shipped, we may no longer be able to change the product, variant, or delivery address.

5. Tracking Information

Tracking is provided for CLEORA’s current Canadian shipping method.

Once your order has been dispatched and tracking information becomes available, you should receive a shipping confirmation email containing your tracking details.

Please note that tracking information may take some time to begin showing movement after the tracking number is created.

If your tracking number does not update for an extended period, please contact CLEORA so we can review the shipment.

6. Shipping Costs

Any shipping charge applicable to your order will be clearly displayed at checkout before you complete your purchase.

If your order qualifies for free shipping, this will also be displayed at checkout.

CLEORA will not add additional CLEORA shipping fees after your order has already been completed.

7. Customs and Import Processing

Because certain CLEORA products may be dispatched internationally, packages may pass through Canadian customs.

Customs processing time can occasionally affect delivery.

If a carrier or customs authority unexpectedly requests an import-related payment that was not disclosed during checkout, please contact CLEORA before paying it whenever reasonably possible so that we can review the situation.

8. Delivery Delays

Most orders are currently expected to arrive within approximately 7–12 days.

However, CLEORA allows up to 15 business days from order confirmation for delivery to account for occasional carrier, customs, weather, holiday, or logistics delays.

If your order has not arrived within the agreed delivery timeframe, please contact us.

If CLEORA is unable to fulfill your order within the agreed timeframe, you may choose to:

1. Continue waiting for the originally ordered product, where fulfillment remains possible; or

2. Cancel the undelivered order and receive a refund.

You will not be required to accept an indefinite delay.

9. Product Unavailability

If the exact product or variant you ordered becomes unavailable before it can be fulfilled, CLEORA will not automatically replace it with a materially different product.

Where appropriate, you may be offered the choice to:

  • wait for the originally ordered product to become available; or
  • cancel the affected order and receive a refund.

A materially different colour, model, product, or package will not be substituted without your agreement.

10. Lost Packages

CLEORA remains responsible for your order throughout the delivery process.

If tracking indicates that your package has been lost in transit, or if the carrier confirms that it cannot be delivered, please contact us.

After reviewing the shipment, CLEORA will provide an appropriate resolution, which may include:

  • sending the same ordered product again; or
  • issuing a refund.

Any dispute between CLEORA and the fulfillment partner, supplier, or carrier will be handled separately by CLEORA.

Customers will not be required to resolve supplier-related issues on CLEORA’s behalf.

11. Tracking Shows “Delivered,” but the Package Is Missing

If your tracking information shows that the package was delivered but you cannot locate it, please first:

  • check your mailbox;
  • check your porch, entrance, lobby, parcel locker, or other safe delivery areas;
  • ask other members of your household;
  • verify the shipping address on your order confirmation;
  • review any delivery photograph or notice provided by the carrier.

If the package still cannot be located, contact CLEORA and we will review the available tracking and delivery information.

12. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error after placing your order, please contact us as soon as possible.

We will make reasonable efforts to correct the address before fulfillment begins, but we cannot guarantee that changes can be made after the order has entered fulfillment or has shipped.

If a package cannot be delivered because an incorrect or incomplete address was provided by the customer, please contact CLEORA so we can review the available options.

13. Damaged, Incorrect, or Non-Conforming Orders

Please contact CLEORA if your order arrives:

  • damaged;
  • defective;
  • with the wrong product;
  • with the wrong colour or selected variant;
  • missing a component specifically included in the product description; or
  • materially different from the specifications presented when you ordered.

Please provide:

  • your order number;
  • a description of the problem;
  • clear photographs or video where reasonably necessary.

CLEORA will review the issue and provide an appropriate resolution.

14. Orders Containing Multiple Products

If your order contains more than one product or accessory, the items may occasionally be dispatched separately.

This means you may receive:

  • more than one package;
  • more than one tracking number; or
  • different items on different days.

Unless another delivery timeframe was clearly stated before purchase, all items remain subject to the applicable CLEORA delivery commitment.

15. Carrier and Logistics Delays

Some circumstances may temporarily affect transportation, including:

  • severe weather;
  • customs inspections;
  • carrier disruptions;
  • public holidays;
  • unusually high shipping volumes;
  • transportation interruptions.

We will make reasonable efforts to assist you if such a delay occurs.

These circumstances do not change your right to contact CLEORA if the agreed maximum delivery timeframe is exceeded.

16. Returns and Refunds

Ordinary returns are governed by our separate Return & Refund Policy.

Please review that policy for information about:

  • return eligibility;
  • the return window;
  • product condition;
  • defective or damaged goods;
  • refunds;
  • return instructions.

Lost, unavailable, undelivered, or significantly delayed orders are handled according to the relevant sections of this Shipping Policy.

17. CLEORA’s Responsibility

Even when an external supplier, fulfillment partner, customs authority, logistics provider, or carrier assists with delivering your purchase, CLEORA remains the seller you purchased from.

We remain responsible for fulfilling your order according to the:

  • product description;
  • selected variant;
  • quantity;
  • delivery commitment;

agreed to when you placed your order.

CLEORA does not consider its responsibility finished simply because a package has been handed to a carrier.

18. Contact Us

If you have questions regarding your shipment, tracking, delivery, or an existing order, please contact:

CLEORA Customer Care

Email: cleorabath.support@gmail.com
Phone: +1 (613) 439-1265

For order-related inquiries, please include your order number whenever possible so we can assist you more quickly.