Customer Service

Lifetime Warranty

Lifetime WarrantyUpgrade Innovations warrants all products against defects in materials or workmanship for the usable life of the product. This warranty does not cover damage caused by normal wear and tear, misuse, alteration or abuse. Shipping charges to Upgrade Innovations for a defective product are not covered.

Should we determine a product is covered under this warranty, we will repair it or replace it at our option.

To obtain warranty service:
Package the product securely. Please include your name, return address and a brief description of the problem.

Return the product to:
Upgrade Innovations
Attn. Warranty
964 Walls Avenue
Coquitlam, BC
Canada, V3K 2T3

If you have any questions, please email us at
info@upgradeinnovations.com.

SHIPPING INFORMATION

We are located in Coquitlam, Canada and will ship our products almost anywhere.

Certain restrictions and duties may apply to international destinations. Shipping restrictions may also apply to some destinations due to regional distribution agreements.

We take care to insure all our shipments. Unfortunately this means we cannot ship to a P.O. box address.

Shipping within Canada

For our Canadian customers, the taxes are included upon checkout.
Canada Post Expedited Parcel™ – 2 days and up to 7 business days
Canada Post Xpresspost™ – 1 day and up to 3 business days
Canada Post Priority™ – 1 business day
FedEx Priority – 1 business day
FedEx Economy – 2 business days
FedEx Ground – 1 to 7 business days

Shipping outside of Canada

Orders shipped outside of Canada are not charged Canadian taxes, however all shipments pass through customs and are subject to import duties, taxes, and custom processing fees.
A customs invoice will arrive with your parcel or may follow in the mail. Recipients are responsible for paying these additional fees. We are unable to provide estimates for any such fees; check with your local customs office for more information.

Shipping to the USA

Canada Post Expedited Parcel™ USA – 4 to 7 business days
Canada Post Xpresspost™ USA – 2 and 3 business days
FedEx Priority – 1 business day
FedEx Economy – 2 business days
FedEx Ground – 1 to 7 business days

Upgrade Innovations products are certified under NAFTA.

International Shipping

Canada Post Tracked Packet™ – International – 6 to 10 business days
Canada Post Xpresspost™ – International – 4 to 7 business days
FedEx Priority – 1 to 3 business days
FedEx Economy – 2 to 5 business days

Upgrade Innovations products are certified under CETA for duty free importing to European countries.

Items Damaged in Shipping

If your shipment appears to be damaged upon arrival to you, DO NOT ACCEPT the shipment. If, after opening your shipment, you find that you have received damaged or defective merchandise, please hold on to the package and the goods in case we have to process a claim. We or the shipping company might want to inspect the parcel.

You must notify the shipping company and us within 5 days of receipt of delivery. You can email us at info@upgradeinnovations.com, stating in the subject line “Damaged in shipping”. To contact your local postal service, call or visit them.

RETURN POLICY

Our products are guaranteed for defects in material and workmanship. See Customer Center >> Product Warranty. If a product that you purchased from us does not meet your expectations, return the item with proof of purchase for exchange, refund or repair.

Returns for full-value refund or exchange are accepted within 5 days after you received the shipment and when the goods are returned to us in as-new condition. Restocking fee of 15% will be charged when a request to return the product is later than 5 days. Goods that have been damaged, or show visible signs of use, may receive a partial refund.

Before returning goods, please ensure the following:
Package the product securely. Please include your name, return address, and invoice, along with a reason for the return.

Return the product to: Upgrade Innovations, Attn. Warranty, 964 Walls Avenue, Coquitlam BC, V3K 2T3, Canada

Within Canada, return items via prepaid, insured regular parcel post. We will not accept CODs or courier deliveries.

From outside Canada, ship goods prepaid, by insured post. To avoid unnecessary delays and cost, ensure shipping label is created for return/warranty.

Please allow 2 weeks plus shipping time for your repaired or new product to be returned to you at our expense. We are not responsible for any taxes or duties that may be assessed on a return shipment.