CanDent Group offers free standard shipping across Canada on all orders, with no minimum purchase .

Free shipping applies when:

• the order is being delivered to a valid Canadian delivery address;
• CanDent Group selects the carrier and standard shipping service; and
• the customer does not request an express, expedited, time-definite or otherwise upgraded shipping service.

CanDent Group may select the carrier, delivery route, service level and packaging method based on the destination, product type, shipment size, availability and operational requirements.

Free standard shipping does not include optional shipping upgrades, customer-selected carrier services, special delivery appointments, redirection fees, address-correction fees or reshipping costs caused by an incorrect or incomplete delivery address.

We work to process and dispatch every order as quickly as possible. Orders are processed on business days, excluding weekends and statutory holidays.

Processing time is separate from carrier transit time. Processing may take longer when:

• an item is temporarily out of stock, backordered or designated as a special-order product;
• an order requires payment, address, account or regulatory verification;
• the order contains a large quantity or requires special packaging;
• there is unusually high order volume; or
• circumstances outside our reasonable control affect fulfillment operations.

If a material delay is expected before dispatch, we will make reasonable efforts to contact you using the email address or telephone number provided with the order.

The following are typical carrier transit estimates after the order has been dispatched:

Delivery to rural, remote, northern or territorial destinations may require additional time. Business days do not include weekends or statutory holidays.

All delivery times are estimates rather than guarantees. Actual delivery may vary based on the destination, carrier network, weather, holidays, service disruptions, recipient availability and other circumstances outside CanDent Group’s reasonable control.

Express or expedited shipping may be selected at checkout when available. The applicable price will be displayed before the order is completed and will be charged to the customer.

If you request a particular carrier, service, delivery schedule, signature option or other shipping method that differs from the standard method selected by CanDent Group, the additional shipping cost and related carrier charges will be your responsibility. We will confirm any charge that is not already displayed at checkout before proceeding.

Carrier express-service commitments may be subject to the carrier’s own terms, exclusions and service suspensions.

When tracking is available, the tracking number and shipment status will be:

• emailed to the address provided with the order; and
• shown in the customer account or order profile, when the customer has an account and the information is supported by the carrier.

Tracking information may take several hours after shipment confirmation to become active in the carrier’s system. Customers are responsible for monitoring tracking updates and making reasonable arrangements to receive the shipment.

Please review your spam or junk folder if you do not see the shipping confirmation email.

Please provide a complete and accurate delivery address, including the unit, suite, buzzer, clinic, office, department and recipient name where applicable.

Contact us immediately if an address must be corrected. We will try to update the shipment, but changes cannot be guaranteed after fulfillment or carrier pickup.

The customer may be responsible for carrier fees or reshipping costs resulting from:

• an incorrect, incomplete or undeliverable address supplied with the order;
• refusal of a shipment without prior authorization;
• failure to collect a shipment held at a carrier location; or
• a customer-requested redirection after dispatch.

For certain orders, CanDent Group or the carrier may require a signature or other proof of delivery. Please ensure that an authorized person is available to receive shipments sent to a clinic, office, commercial location, condominium or shared building.

We may ship an order in more than one package or from more than one fulfillment location. Separate tracking numbers may be issued for each package.

When standard shipping applies, CanDent Group will not charge additional standard shipping merely because an order is divided into multiple shipments.

If an item is backordered or unavailable, we may hold the order, ship the available products separately, offer a substitute for your approval or contact you with available options. We will not substitute a different product without your authorization.

Once a shipment has been transferred to the carrier, delivery is affected by the carrier’s network and operating conditions. Delays may result from severe weather, natural events, labour disruption, transportation interruption, high seasonal volume, customs or security inspection, recipient unavailability, address problems or other events outside our reasonable control.

CanDent Group will make reasonable efforts to assist with tracking and carrier inquiries, but estimated delivery dates may change. Nothing in this policy limits rights available under applicable law when goods are not delivered within a legally required period.

If tracking shows no meaningful movement, the package appears lost, the shipment is marked delivered but cannot be located or the package arrives damaged, contact us promptly at info@candentgroup.ca .

Include your order number and, where applicable, photographs of the shipping box, shipping label, internal packaging and damaged product. Please retain all packaging until we confirm that it is no longer required for a carrier claim or assessment.

Before reporting a package marked as delivered, please check:

• the delivery area, reception desk, mailroom, parcel locker and other secure locations;
• whether another member of the clinic, office, household or building accepted it; and
• the carrier’s tracking details or delivery photograph, when available.

We may need to open an investigation with the carrier before issuing a replacement, refund or other resolution. Claims remain subject to our Return & Refund Policy and applicable law.

For shipping questions or delivery assistance, contact us and include your order number whenever possible.