Shipping policy
Coldture Wellness Inc.
Shipping & Return Policy
Effective Date: March 1, 2026
At Coldture Wellness Inc. (“Coldture,” “we,” “us,” or similar terms), we are committed to providing you with a seamless shopping experience. This Shipping & Return Policy outlines our processes and guidelines for order fulfillment, shipping costs, delivery options, returns, and refunds.
Any capitalized terms used in this policy but not defined herein shall have the meanings set out in our Terms and Conditions, available at:
https://coldture.com/policies/terms-of-service
1. Shipment Processing Times
1.1 Timelines and Process
Once your Order has been placed, you will receive an order confirmation email. If you have a user account with us, you may track your Order in real time through your account at https://coldture.com.
All Product(s) are shipped via a third-party carrier selected by Coldture in its sole discretion. We endeavor to ship (not deliver) accepted orders within three (3) to five (5) business days. Shipping timelines may vary depending on Product availability, and delivery by a specific date is not guaranteed.
Coldture reserves the right to ship orders in partial shipments or installments. If we become aware of any shipping delays, a member of the Coldture team will contact you. Notwithstanding the foregoing, Coldture shall not be liable for delays in shipping or transit.
2. Shipping Costs
You are responsible for all shipping and handling charges unless otherwise specified in your Order. Applicable shipping charges will be calculated and displayed at checkout.
International Shipping
We offer international shipping worldwide. For deliveries outside of North America (Canada and the United States), please contact us at support@coldture.com for assistance.
International orders may be subject to import duties, customs fees, and taxes (including VAT). Coldture is not responsible for these charges, and all such fees are the sole responsibility of the customer.
Cancellation or Rescheduling by Coldture
Coldture reserves the right to cancel, reschedule, refuse, or delay shipment of any Order if the customer:
(i) fails to provide valid payment information; or
(ii) otherwise fails to comply with Coldture’s Terms and Conditions.
3. Delivery
Curbside Delivery
Curbside delivery is available exclusively within Canada. Eligible Products will be delivered to the address provided at checkout and placed on the driveway or another accessible ground-level location at the delivery address.
White Glove Delivery
White Glove Delivery is available in Canada and the United States. The delivery team will contact you twenty-four (24) to seventy-two (72) hours prior to arrival to schedule a delivery date and time.
White Glove Delivery includes placement of the Product on the ground floor, unboxing, and removal of packing materials. Unless otherwise stated, Product assembly is not included and remains the responsibility of the customer.
Liability
Please note that the Pre-Delivery Form must be completed prior to delivery. Failure to do so will result in responsibility falling on the customer.
If delivery cannot be completed due to your failure to accept delivery or to provide accurate delivery instructions, address details, or payment information, the risk of loss or damage shall pass to you at the time delivery was first attempted.;
(ii) the Product(s) shall be deemed delivered; and
(iii) Coldture or the carrier may store the Product(s) at your expense until delivery is completed or additional shipping fees are paid.
Coldture is not responsible for deliveries made to incorrect addresses due to customer error. It is your responsibility to notify us of any address changes prior to shipment by contacting support@coldture.com.
To the maximum extent permitted by applicable law, Coldture shall not be liable for non-delivery of Part(s)/Product(s). Any liability shall be limited, at Coldture’s discretion, to replacement of the Part(s)/Product(s) within a reasonable timeframe or a price adjustment reflecting the quantity delivered.
The customer is responsible for inspecting all Product(s) immediately upon delivery. If visible damage to packaging or Product(s) is observed at the time of delivery, customer must: (i) note the damage in writing on the delivery receipt or bill of lading before signing; (ii) retain all packaging materials; and
(iii) notify Coldture in writing within twenty-four (24) hours of delivery, including photographs of the packaging and damaged Product(s).
If damage is discovered after delivery (concealed damage), you must notify Coldture in writing within twenty-four (24) hours of delivery and provide supporting photographic evidence.
All freight damage claims must include clear photographic evidence of:
(i) the exterior packaging (including all sides);
(ii) any visible damage to the packaging;
(iii) the damaged Product(s); and
(iv) the shipping label and tracking information.
All original packaging materials must be retained until the claim is resolved. Products and packaging must not be discarded, repaired, installed, or altered prior to written authorization from Coldture.
Failure to provide requested documentation or retain packaging materials may result in denial of the freight damage claim.
Failure to inspect, document visible damage at delivery, or report damage within twenty-four (24) hours may result in denial of the freight damage claim.
Coldture reserves the sole right to determine whether damage occurred in transit and to pursue any claim with the carrier. Customers must not discard packaging or attempt repairs prior to authorization.
4. Refunds, Returns, and Exchanges
Refunds
If Coldture receives a cancellation notice (“Notice”) within twenty-four (24) hours of order placement, or prior to shipment (whichever occurs first), the customer is entitled to a full refund of the purchase price and any associated charges.
If a cancellation notice is received more than twenty-four (24) hours after order placement, administrative fees will apply.
Once Product(s) have shipped, refunds and exchanges are not available until delivery has occurred, unless otherwise approved by Coldture.
If a delivery is refused by the customer for reasons unrelated to verified damage or defect, the Product(s) will be treated as a return.
In such cases, the customer is responsible for all shipping costs incurred, including outbound and return freight, as well as any applicable administrative or restocking fees. These amounts will be deducted from any refund issued.
Where a Product is refunded, Coldture’s total liability shall not exceed the original purchase price paid for the Product. Upon issuance of a full refund, all warranty coverage and any further obligations with respect to that Product shall immediately terminate.
Inspection and Damages
Upon delivery, you are responsible for inspecting Product(s) for defects, damage, or non-conformity.
If Product(s):
(a) do not match the Order; or
(b) are defective or fail to comply with applicable warranties,
you may submit a Notice within fifteen (15) days of receipt via https://coldture.com or by email to support@coldture.com.
Coldture may, in its sole discretion, offer a replacement, exchange, or partial or full refund. You may be required to return the Product(s) and pay applicable restocking, cancellation, or shipping fees. Coldture may request photos, videos, or a physical inspection before determining a remedy and will issue a decision within ninety (90) days of receiving the Notice.
Returns
Returns requested within thirty (30) days of delivery for reasons other than confirmed shipping damage or verified warranty defects are subject to a fifteen percent (15%) restocking fee.
Shipping costs for eligible returns are covered by Coldture provided the Product(s) are unused, unopened, and in original condition. A prepaid return label may be provided. Refunds will be processed to the original payment method within thirty (30) business days of Coldture’s confirmation that the returned Product(s) have been received and inspected.
Product Warranty
For products eligible for warranty coverage, Coldture shall bear the shipping costs associated with warranty repairs, provided that the original packaging is retained and used for return shipment. In the event the original packaging is not available, Coldture reserves the right to charge additional fees for the provision of replacement packaging.
Out-of-Stock Products
If a Product is out of stock, you may request a full refund or, at Coldture’s discretion, an exchange.
5. Conflict of Terms
In the event of a conflict between this Shipping & Return Policy and the Terms and Conditions, this policy shall govern matters related to shipping, returns, and refunds.
Coldture reserves the right to update this policy at any time. Customers are encouraged to review it periodically.
6. Questions and Contact Information
IfyouhavequestionsregardingthisShipping&ReturnPolicy, pleasecontactusat: support@coldture.com