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Shipping Policy
Politique d'expédition / Shipping Policy
La version française suit en premier conformément à la Charte de la langue française (Loi 96). The English version follows below.
🇫🇷 FRANÇAIS
Politique d'expédition
Dernière mise à jour : Mai 2026
Traitement des commandes Les commandes sont traitées pendant les heures normales d'ouverture, du lundi au vendredi. Les commandes passées les fins de semaine ou les jours fériés seront traitées le prochain jour ouvrable. Les délais de traitement peuvent varier selon la disponibilité des produits et selon qu'il s'agit ou non d'une commande spéciale.
Un numéro de suivi vous sera envoyé par courriel dès que votre commande quittera notre bureau.
Destinations d'expédition Nous expédions principalement au Canada. L'expédition aux États-Unis et à l'international peut être disponible au cas par cas — veuillez nous contacter avant de passer votre commande pour confirmer la disponibilité et les tarifs.
Transporteurs Nous expédions via Postes Canada, UPS et d'autres transporteurs selon la taille, le poids et la destination de votre commande. Le transporteur le plus approprié sera sélectionné à notre discrétion pour assurer une livraison sécuritaire et rapide.
Frais d'expédition Les frais d'expédition sont calculés à la caisse en fonction du poids, des dimensions et de la destination de votre commande. Des frais de transport supplémentaires peuvent s'appliquer pour les articles volumineux ou lourds.
Commandes par transport de marchandises Les commandes dépassant 150 lbs. (68 kg) sont expédiées par transporteur de marchandises et sont livrées en bordure de rue seulement. Cela signifie que le transporteur livrera à la bordure du trottoir ou à l'entrée de l'adresse de livraison. Les clients sont responsables de prendre les dispositions nécessaires pour déplacer les articles de la bordure vers l'emplacement souhaité. La livraison intérieure, le service de hayon élévateur ou la livraison avec installation peuvent être disponibles sur demande, à un coût supplémentaire — veuillez nous contacter à l'avance.
Délais de livraison estimés Les délais de livraison varient selon la destination et le transporteur. Les délais de transit estimés sont fournis à titre indicatif seulement et ne sont pas garantis. Les articles en commande spéciale peuvent avoir des délais prolongés selon la disponibilité du fabricant — nous vous communiquerons tout délai connu au moment de la commande.
- Ontario et Québec : 2 à 5 jours ouvrables
- Ouest du Canada : 5 à 10 jours ouvrables
- Canada atlantique et territoires : 7 à 14 jours ouvrables
- États-Unis (le cas échéant) : 7 à 14 jours ouvrables
Suivi de commande Une fois votre commande expédiée, vous recevrez un courriel de confirmation contenant votre numéro de suivi. Vous pouvez utiliser ce numéro pour suivre votre envoi directement sur le site Web du transporteur. Si vous n'avez pas reçu d'information de suivi dans les 3 jours ouvrables suivant la confirmation de votre commande, veuillez nous contacter.
Dommages à la livraison Si votre commande arrive endommagée, veuillez prendre les mesures suivantes immédiatement :
- Notez les dommages sur le reçu de livraison (avec l'heure, la date et votre signature) avant que le livreur parte — les instructions verbales au livreur ne sont pas suffisantes
- Prenez plusieurs photos horodatées de l'emballage et du contenu endommagés
- Envoyez-nous une description écrite des dommages par courriel dès que possible
- Conservez tout l'emballage d'origine, car le transporteur pourrait en avoir besoin pour l'inspection
Le non-respect de ces étapes pourrait affecter votre capacité à déposer une réclamation pour dommages auprès du transporteur. Veuillez nous contacter rapidement afin que nous puissions vous aider dans le processus de réclamation.
Colis non livrables Si un colis nous est retourné en raison d'une adresse incorrecte, de tentatives de livraison échouées ou d'un refus de livraison, le client sera responsable des frais de réexpédition. Les frais d'expédition initiaux ne sont pas remboursables.
Envois perdus Si votre information de suivi indique que votre commande a été livrée mais que vous ne l'avez pas reçue, veuillez nous contacter dans les 5 jours ouvrables suivant la date de livraison indiquée. Nous travaillerons avec le transporteur pour enquêter et résoudre le problème.
Taxes et droits Les taxes fédérales et provinciales canadiennes applicables (TPS/TVH/TVP) seront calculées et appliquées à la caisse. Les clients à l'extérieur du Canada sont seuls responsables de tous droits d'importation, frais de douane ou taxes imposés par leur pays.
Questions? Si vous avez des questions concernant l'expédition, veuillez nous contacter avant de passer votre commande. Nous serons heureux de vous fournir des estimations d'expédition ou de clarifier les options de livraison pour votre emplacement spécifique.
E. & O.E. (Erreurs et omissions exceptées)
🇬🇧 ENGLISH
Shipping Policy
Last Updated: May 2026
Order Processing Orders are processed during regular business hours, Monday through Friday. Orders placed on weekends or statutory holidays will be processed on the next business day. Processing times may vary depending on product availability and whether the item is a Special Order.
A tracking number will be emailed to you once your order leaves our office.
Shipping Destinations We ship primarily within Canada. Shipping to the United States and international destinations may be available on a case-by-case basis — please contact us before placing your order to confirm availability and rates.
Shipping Carriers We ship via Canada Post, UPS, and other carriers depending on the size, weight, and destination of your order. The most appropriate carrier will be selected at our discretion to ensure safe and timely delivery.
Shipping Rates Shipping rates are calculated at checkout based on the weight, dimensions, and destination of your order. For large or heavy items, additional freight charges may apply.
Freight Orders Orders exceeding 150 lbs. (68 kg) are shipped via freight carrier and are delivered curbside only. This means the carrier will deliver to the curb or driveway of the shipping address. Customers are responsible for arranging assistance to move items from the curb to their desired location. Inside delivery, lift gate service, or white-glove delivery may be available upon request at an additional cost — please contact us in advance.
Estimated Delivery Times Delivery times vary by destination and carrier. Estimated transit times are provided as a guide only and are not guaranteed. Special Order items may have extended lead times depending on manufacturer availability — we will communicate any known delays at the time of order.
- Ontario & Quebec: 2–5 business days
- Western Canada: 5–10 business days
- Atlantic Canada & Territories: 7–14 business days
- United States (where applicable): 7–14 business days
Order Tracking Once your order has shipped, you will receive a confirmation email containing your tracking number. You can use this number to track your shipment directly on the carrier's website. If you have not received tracking information within 3 business days of your order confirmation, please contact us.
Shipping Damage If your order arrives damaged, please take the following steps immediately:
- Note the damage on the delivery receipt (with time, date, and your signature) before the courier leaves — verbal instructions to the courier are not sufficient
- Take multiple date-stamped photographs of the damaged packaging and contents
- Send a written description of the damage to us by email as soon as possible
- Retain all original packaging, as the carrier may require it for inspection
Failure to follow these steps may affect your ability to file a damage claim with the carrier. Please contact us promptly so we can assist you through the claims process.
Undeliverable Packages If a package is returned to us due to an incorrect address, failed delivery attempts, or refusal of delivery, the customer will be responsible for the cost of re-shipping. Original shipping charges are non-refundable.
Lost Shipments If your tracking information shows your order as delivered but you have not received it, please contact us within 5 business days of the indicated delivery date. We will work with the carrier to investigate and resolve the issue.
Taxes & Duties Applicable Canadian federal and provincial taxes (GST/HST/PST) will be calculated and applied at checkout. Customers outside Canada are solely responsible for any import duties, customs fees, or taxes imposed by their country.
Questions? If you have any questions about shipping, please contact us before placing your order. We are happy to provide shipping estimates or clarify delivery options for your specific location.
E. & O.E. (Errors and Omissions Excepted)
Terms & Conditions
Checkout Terms & Conditions:
Accessibility & Assistive Technology Disclaimer: Products sold by Special Needs Computer Solutions are intended to assist individuals with specific needs and are not classified as medical devices unless explicitly stated. We strongly recommend consulting with a qualified occupational therapist, speech-language pathologist, or other relevant specialist before purchasing assistive technology to ensure suitability for your specific situation. Special Needs Computer Solutions makes no guarantee that any product will be suitable for a particular condition or individual need.
Customer Responsibilities: By placing an order, the customer confirms that they have determined the product is appropriate for their needs. Customers are responsible for providing accurate shipping and contact information at checkout. Upon delivery, customers are responsible for inspecting all items and noting any visible damage on the delivery receipt before signing. Special Needs Computer Solutions is not liable for issues arising from inaccurate order information provided by the customer.
Force Majeure: Special Needs Computer Solutions shall not be held liable for delays or failures in fulfillment caused by circumstances beyond our reasonable control, including but not limited to supply chain disruptions, extreme weather, natural disasters, carrier delays, labor disputes, or government actions. In such cases, we will make every reasonable effort to communicate delays and fulfill orders as soon as possible.
Freight Orders: Orders over 150 lbs. (68 kg) are delivered via curbside delivery only. Please make arrangements for moving items from the curb to your desired location.
Jurisdiction & Governing Law: These Terms & Conditions are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. Any disputes arising from purchases made through Special Needs Computer Solutions shall be subject to the exclusive jurisdiction of the courts of Ontario. Customers outside Canada acknowledge that they are purchasing under Canadian law.
Order Cancellations: Orders may be cancelled without penalty before they have been shipped. To request a cancellation, please contact us as soon as possible. Special Order items cannot be cancelled once the order has been submitted to the manufacturer or supplier, and payment will not be refunded. If an order has already shipped, it cannot be cancelled and the standard return policy will apply (where eligible).
Order Tracking: A tracking number will be emailed to you once your order leaves our office.
Payment Terms: Full payment is required at the time of purchase. We accept major credit cards and other payment methods as displayed at checkout. For Special Order items, payment is collected in full at the time of order placement and is non-refundable once the order has been submitted to the manufacturer or supplier. Special Needs Computer Solutions reserves the right to cancel any order in the event of a pricing error or product unavailability, in which case a full refund will be issued.
Pricing: Prices are subject to change without prior notification.
Privacy & Data Use: Personal information collected during checkout is used solely for the purpose of processing and fulfilling your order, and communicating with you regarding your purchase. We do not sell or share your personal information with third parties except as required to complete your order (e.g., shipping carriers). For full details, please refer to our [Privacy Policy].
Returns & Exchanges: Non-Special Order items may be returned or exchanged within 5 days of delivery, provided the item is in its original, unopened condition with all original packaging and accessories. A restocking fee of 20%-50% may apply. To initiate a return, please contact us to obtain a Return Merchandise Authorization (RMA) number before shipping any item back. Returns received without an RMA number will not be accepted. Shipping charges are non-fundable. Special Order items are not eligible for return or exchange under any circumstances.
Shipping Damage: If your order arrives damaged, please contact us immediately with the following:
- Multiple dated photographs of the damage (date-stamped)
- A written description of the damage sent by email
- A note on the delivery receipt indicating the damage (with time, date, and your signature)
Please be aware that verbal instructions to the courier are not sufficient for a damage claim. Retain all packaging and take as many photographs as possible to support your claim with the carrier.
Special Order — Sale is Final: All products listed as "Special Order" are not eligible for return. This includes items from the following vendors: APH, Augmentative Resources, Clover, ComforTek, DOT Incorporation, Dasung, ErgoQuest, euroBraille, Eyegaze, GlassOuse, Handi Exceller, Integrex, IrieAT, KeyboardAT, LyriQ, Maltron, Mity Furniture, Mount'n Mover, MWE Labs, Oratel, Orbit Research, Perfect Chairs, Perkins, Populas Furniture, Qinera, QuadLIFE, Quadstick, RAZ Mobility, RocketPen, Salvas, sComm, Tinkertron, Trysight, Unique Perspectives, Varier, Zoomax, and others. Please ask for clarification before completing your purchase.
Tax & Duties: Applicable Canadian federal and provincial taxes will be calculated and applied at checkout based on the shipping destination. Customers outside Canada are solely responsible for any import duties, customs fees, or taxes imposed by their country. Special Needs Computer Solutions is not responsible for delays caused by customs processing.
Warranty: Products sold by Special Needs Computer Solutions are covered by the manufacturer's warranty only. Warranty terms, duration, and coverage vary by product and manufacturer. We will assist in facilitating warranty claims on your behalf where possible; however, we are not responsible for the outcome of manufacturer warranty decisions. Warranty does not cover damage caused by misuse, accidental damage, or unauthorized modifications. Please retain your proof of purchase, as it is required for all warranty claims.
e&o.e.