Shipping FAQ

Order Processing Time*

As a result of a surge in orders, as well as our commitment to enhanced safety measures in our warehouse, it may take a little longer than usual to process, pack, ship, and receive your orders. See other COVID-19-related questions here.

Expected Shipping Times

We are proud to ship exclusively through Canada Post. Shipping times vary according to the destination of your package. Please visit the Canada Post website for a shipping time estimate.

You will receive an email notice when your order ships, with a tracking number for each package. You can visit the Canada Post website to your order and find out your expected* delivery date.

*This is a guideline only, not a guaranteed shipping time. Delivery times vary by location and are subject to change.

Shipping Costs

You pay only what it costs to ship your package – we never charge extra handling fees!

When you provide a postal code on the shopping cart checkout page, you will receive our most accurate shipping rate quote based on the items in your cart. We use your postal code and the cubic volume and weight of your order to calculate and to obtain the shipping quote directly. You will be charged the actual dollar value of the shipping quote displayed during checkout.

Although we make every effort to ensure these quotes are accurate, we reserve the right to refuse orders with major discrepancies between shipping quote and our actual shipping cost.

We offer Free* Shipping for online orders with a product subtotal of $100 or more, excluding taxes and charges.

Tracking Your Order

When your order is shipped from our warehouse, you will receive an email to confirm that your order was shipped and to provide you with a tracking number for each package in your order.

Visit the Canada Post website to track your order and find out your expected delivery date.

If you have an online Avira Imports account, you can track your orders by logging in.

Learn more about tracking your order online.

Delivery Attempts

Canada Post will attempt to deliver your package once. If no one is home your package will be delivered to the Canada Post outlet for your area (the location will be indicated on the Canada Post Delivery Notice Card, or you can log into your account and view the order tracking information for details).

You are responsible for picking up the package from the Canada Post outlet. Canada Post will hold items for 15 days before returning them to sender (see ‘Items Returned to Sender’ for details on our policy). Government issued ID and proof of address will be required at your Canada Post location (for further details visit Canada Post).

If you would prefer, you can, during the point of order, request to have your package delivered directly to your local post office! Avoid delivery delays and pick up your order where and when it is convenient for you! Choose the post office near your home, office or even your cottage!

Items Returned to Sender

In the event that an order is returned to Avira Imports as undeliverable due to addressing errors, refused at the point of delivery or not picked up from their Canada Post location within the requisite amount of time, we will make three attempts to contact the purchaser. If the purchaser does not respond within 5 business days following the receipt of the returned item, Avira Imports reserves the right to begin the refund process.

For any items that are undeliverable or Returned to Sender due to addressing errors, or packages that are Returned to Sender because they are refused at point of delivery or not picked up from their Canada Post location within fifteen business days, we will provide a refund less shipping fees. All shipping fees (including any additional return shipping fees, as determined by Canada Post) will be deducted from the refund amount. A restocking fee may also be charged, at the discretion of Avira Imports.

Some orders may be re-shipped, at Avira Imports’ discretion. All returned orders will be handled on a case-by-case basis.

Lost or Stolen Packages

Before calling to report your package missing, registered users should check their order status by logging in to your account . If there hasn’t been an attempted delivery and you are unable to track your package online, please let us know. We will contact Canada Post on your behalf to locate your package.

Until a missing package has been returned to Avira Imports or declared officially lost by Canada Post, we are unable to re-ship or refund the order. If you cannot wait for the investigation to be completed, you have the option to place a second order (paid in full). When the missing package investigation is complete, you may return the first order (if it is delivered), or we will provide a refund (if it is declared lost).

Found Orders: Will be delivered to you immediately and the investigation will be closed. No further action is required.

Undeliverable Orders (Shipping, Labeling or Other Avira Imports Errors): Will be returned to Avira Imports and we will re-ship it to you at no cost.

Undeliverable Orders (Address, Postal Code or Other Customer Errors): Will be returned to Avira Imports. We will provide a refund for the order less shipping costs (see Items Returned to Sender, above).

Orders Declared Lost or Stolen: On a case by case basis, we will refund or replace the order at no additional cost.

Taxes & Brokerage

As required by Canadian law, taxes will be applied to your total order (cost of goods plus all shipping fees). This will be reflected in your order total at checkout. All applicable taxes will be charged based on the province your order is being shipped to.

Some orders shipping to the United States may be subject to additional import taxes, duties, or brokerage fees upon delivery. These charges are the customer’s responsibility.