Shipping Policy

At Pherhai, we are committed to providing a clear, reliable, and transparent shipping experience for every customer. This Shipping Policy explains how orders are processed, shipped, delivered, and handled when unexpected shipping issues occur.

Pherhai is operated by 1609367 B.C. LTD., with its business address at 2065 W 4th Ave, Vancouver, BC V6J 1N3, Canada.

By placing an order through Pherhai, you acknowledge and agree to the shipping terms described below.

Delivery Information

We carefully prepare orders for shipment and work with third-party shipping carriers and fulfillment partners where applicable. Delivery times may vary depending on the destination, shipping method, product availability, carrier conditions, customs processing, and other circumstances outside our reasonable control.

Please review the information below before placing your order.

1. Order Processing Time

Orders are generally processed within 1–2 business days after payment has been successfully confirmed.

Processing time may take longer during:

Weekends and Canadian public holidays
Major holidays and seasonal periods
Promotional campaigns or sales events
Periods of unusually high order volume
Product availability or inventory adjustments
Payment verification or security checks
Circumstances requiring additional order information

Once your order has been processed and handed to the shipping carrier, the order will enter the transportation stage.

The shipping transit time does not include the order processing period.

If additional information is required to process your order, we may contact you using the contact information provided during checkout. Failure to provide the requested information may result in a delay or cancellation of the order where necessary.

2. Shipping Destinations

Pherhai may ship orders to customers in Canada, the United States, the United Kingdom, Australia, New Zealand, selected European countries, and other international destinations where shipping services are available.

Available shipping destinations may vary depending on:

Product type
Destination country or territory
Shipping carrier availability
Customs requirements
Import regulations
Transportation restrictions
Product-specific restrictions
Fulfillment arrangements
Applicable laws and regulations

Not every product can necessarily be shipped to every destination.

If a destination is unavailable during checkout, customers should not attempt to use an alternative or inaccurate address to bypass shipping restrictions.

Restricted Countries and Territories

For legal, customs, transportation, carrier, fulfillment, or operational reasons, Pherhai may restrict or refuse shipments to certain countries, territories, regions, or destinations.

Depending on the applicable circumstances and current carrier or regulatory requirements, shipments may be restricted to or unavailable for destinations including, but not necessarily limited to:

Afghanistan
Belarus
Burundi
Central African Republic
Cuba
Democratic Republic of the Congo
Eritrea
Guinea-Bissau
Haiti
Iran
Iraq
Lebanon
Libya
Mali
Myanmar
North Korea
Russia
Somalia
South Sudan
Sudan
Syria
Venezuela
Yemen
Zimbabwe
Certain sanctioned or restricted territories
Certain disputed or restricted regions
Other destinations where shipping services are unavailable or prohibited

This list is provided for general information and may change without prior notice based on applicable laws, sanctions, customs requirements, carrier policies, transportation restrictions, or changes to our fulfillment arrangements.

Additional restrictions may apply to specific products or destinations.

Pherhai reserves the right to decline, cancel, or refund an order when we determine that shipment to the destination is not reasonably possible or may violate applicable laws, regulations, carrier requirements, customs requirements, or other applicable restrictions.

If an order is cancelled because the selected destination is unavailable or restricted, any eligible refund will generally be issued to the original payment method, subject to the applicable payment provider’s processing time.

3. Shipping Fees

Shipping fees are calculated and displayed during checkout when applicable.

The shipping cost may vary depending on:

Delivery destination
Shipping method
Package size and weight
Number of items ordered
Product characteristics
Carrier rates
Fulfillment location
Delivery service availability

Any applicable shipping fee will be presented to the customer before the order is completed, unless otherwise stated.

Shipping charges do not necessarily include customs duties, import taxes, brokerage charges, or other destination-country fees.

Customers are responsible for reviewing the final order total and shipping information before completing their purchase.

4. Estimated Delivery Time

For many standard international shipments, estimated delivery time is generally:

7–20 business days after the order has been shipped.

This estimated delivery period is provided for informational purposes only and is not a guaranteed delivery date.

Actual delivery times may vary depending on:

Destination country and region
Shipping carrier
Local transportation conditions
Customs clearance
Import procedures
Weather conditions
Public holidays
Peak shipping periods
Incorrect or incomplete delivery information
Carrier delays
Transportation disruptions
Unexpected operational circumstances

The estimated delivery period begins after the order has been processed and shipped. It does not include the initial order processing period.

International shipments may require additional time if customs authorities inspect, hold, or process a package.

Pherhai cannot guarantee delivery by a specific date unless a specific guaranteed delivery service has been expressly offered and confirmed at checkout.

5. Taxes, Customs Duties, and Import Charges

International orders may be subject to customs duties, import taxes, GST, HST, VAT, brokerage fees, handling fees, or other charges imposed by the destination country or local authorities.

Unless expressly stated otherwise at checkout, these charges are generally not included in the product price or standard shipping fee.

The customer may be responsible for paying applicable:

Customs duties
Import taxes
GST/HST/VAT
Brokerage fees
Customs clearance charges
Carrier handling fees
Other destination-country charges

Pherhai does not control the amount or timing of these charges.

Customs policies and import requirements vary from country to country. Customers are responsible for understanding the import requirements applicable to their destination before placing an international order.

If customs authorities require additional documentation, payment, or information, the customer may need to respond directly to the carrier or customs authority.

Failure to respond to customs requests may result in a shipment being delayed, returned, abandoned, or otherwise handled according to the carrier’s or customs authority’s procedures.

Where a shipment is returned because the customer failed to pay required customs charges or failed to respond to customs requirements, additional shipping or handling costs may apply where permitted.

6. Shipping Restrictions and Compliance

Pherhai is operated by 1609367 B.C. LTD. from Vancouver, British Columbia, Canada.

We seek to conduct our shipping activities in accordance with applicable Canadian laws and regulations, international trade requirements, customs requirements, transportation rules, carrier policies, and other applicable requirements.

Certain products may be subject to additional transportation or import restrictions depending on the destination.

We may therefore limit or refuse shipment when:

A carrier does not provide service to the destination
A destination is subject to applicable restrictions
A product cannot legally or practically be shipped to the destination
Customs or import requirements cannot reasonably be satisfied
Required shipping documentation is unavailable
The shipment may violate applicable laws or regulations
The carrier refuses transportation
The fulfillment provider cannot service the destination
Other legitimate shipping or compliance concerns arise

Pherhai may cancel an order before shipment if we reasonably determine that fulfillment cannot be completed in accordance with applicable requirements.

If an order is cancelled for this reason, any eligible refund will generally be returned to the original payment method.

7. Lost, Delayed, or Damaged Shipments

Delayed Shipments

If your order has exceeded the estimated delivery period, please contact our Customer Service team at:

[email protected]

Please include:

Your order number
Customer name
Shipping address
Tracking number, if available
A description of the issue

We may review the shipment status and, where appropriate, assist with a carrier investigation.

Please understand that carrier investigations may require additional time.

Lost Shipments

If tracking information indicates that a shipment may be lost or the package has not arrived after a reasonable period, please contact us as soon as possible.

We may work with the shipping carrier or fulfillment provider to investigate the shipment.

Depending on the circumstances and the outcome of the investigation, the available resolution may include a replacement, refund, or other appropriate remedy, subject to the applicable order and return terms.

Damaged Shipments

If your package arrives damaged, please retain:

The product
Original packaging
Shipping box
Shipping label
Protective packaging
Any other relevant materials

Where possible, take clear photographs showing the damaged packaging and product.

Contact [email protected] with your order information and photographs so that we can review the situation and determine the appropriate next step.

Customers should not discard damaged packaging before the matter has been reviewed, as the carrier or fulfillment provider may require photographs or other evidence when investigating a damage claim.

8. Incorrect Shipping Information

Customers are responsible for providing complete and accurate shipping information when placing an order.

Please carefully check:

Full name
Street address
Apartment, unit, or suite number
City
Province/state
Postal or ZIP code
Country
Contact information

If you notice an error in your shipping information, contact [email protected] as soon as possible.

We will make reasonable efforts to assist with address corrections before the order is shipped.

However, once an order has entered fulfillment or has been handed to the shipping carrier, we cannot guarantee that an address change will be possible.

If a shipment cannot be delivered because the customer provided an incorrect or incomplete address, additional shipping charges may apply where applicable.

Pherhai is not responsible for delays, failed delivery, return-to-sender situations, or additional carrier charges caused by incorrect or incomplete shipping information supplied by the customer.

9. Undeliverable or Refused Shipments

A shipment may be considered undeliverable or refused when:

The address is incorrect or incomplete
The recipient cannot be located
The recipient refuses delivery
The recipient fails to collect the package
Customs requirements are not completed
Required import charges are not paid
The carrier cannot access the delivery location
The destination is subject to a shipping restriction
The shipment is returned by the carrier

If a package is returned to the sender or fulfillment provider, please contact [email protected].

Depending on the circumstances, a replacement shipment or refund may be available.

If the shipment was returned because of an incorrect address, refusal of delivery, failure to collect the package, failure to complete customs requirements, or another circumstance attributable to the customer, the customer may be responsible for applicable return or reshipping costs.

If a refund is issued in such circumstances, applicable shipping, return, or handling charges may be deducted where permitted.

10. Changes to Shipping Information

Customers should contact Pherhai as soon as possible if they need to change shipping information after placing an order.

Please email:

[email protected]

Include:

Order number
Original shipping information
Corrected shipping information
Customer name
Any relevant details regarding the requested change

We will review the request based on the current status of the order.

If the order has not yet been processed, we may be able to make the requested change.

If the order has already been processed, packed, or shipped, changes may no longer be possible.

Pherhai cannot guarantee that a shipping address or delivery method can be changed after fulfillment has started.

Any additional charges resulting from an approved address or shipping-method change may be the customer’s responsibility.

Important Notice

Shipping and delivery estimates are provided in good faith for planning purposes but are not guaranteed unless expressly stated otherwise.

Pherhai is not responsible for delivery delays caused by circumstances outside our reasonable control, including but not limited to:

Customs inspections or clearance delays
Carrier delays
Severe weather
Natural disasters
Public holidays
Transportation disruptions
Postal service interruptions
Incorrect or incomplete shipping information
Customs documentation requirements
Import restrictions
Government actions or regulatory requirements
Unexpected operational disruptions
High-volume shipping periods
Other events beyond our reasonable control

Customers are encouraged to monitor tracking information and respond promptly to any requests from the shipping carrier or customs authorities.

For international orders, customers should also understand that customs procedures and import requirements may affect the final delivery time.

If you have any questions regarding your shipment, please contact our Customer Service team at [email protected] and provide your order number so that we can assist you more efficiently.