Shipping policy

At Insight Decks, we aim to ensure a timely and reliable delivery experience. This policy explains how we handle shipping, refunds, and cancellations for both domestic and international orders.

1. Order Processing

Orders are typically processed within a few business days after payment confirmation.
During promotional events or high-volume periods, processing times may be extended.

Digital Products: Available instantly upon purchase. A download link will appear on the checkout page and will also be sent by email.

2. Order Cancellation

Orders can be cancelled within 24 hours of placement or before processing begins, whichever occurs first.
Once an order has been processed or shipped, it cannot be cancelled.

3. Shipping Methods

We partner with trusted couriers to ensure your order arrives safely and efficiently. Shipping rates are calculated at checkout based on your location and number of decks.

Available Options:

  • Standard Shipping: via Canada Post (includes tracking when available).

  • Express or International Shipping: via DHL or a similar courier, when selected by the customer or when Canada Post tracking is unavailable to the destination country.

  • ·       Freight payment: This is the customer's responsibility. No refunds will be provided under any circumstances.

4. Estimated Delivery Times

  • Canada, USA, and Mexico: 5–10 business days

  • International Orders: 14–30 business days, depending on destination and customs processing

Please note: Delivery estimates do not include potential delays due to customs clearance, remote-area service, or carrier disruptions.

5. Customs and Import Duties

International customers are responsible for all applicable customs duties, taxes, or import fees.
Insight Decks is not liable for delays or seizures at customs.

If you require a commercial invoice or have specific declaration requirements (e.g., HS code), please inform us before shipment.

If a customer refuses to pay import duties or taxes, the package will typically be destroyed or abandoned by the carrier, and no refund will be issued.

6. Delivery Address Accuracy

Please ensure that your shipping address is complete and accurate.
Including a Google Maps link (when applicable) can help ensure successful delivery—especially in countries with limited postal reliability.

We are not responsible for delays or losses resulting from incorrect or incomplete addresses.
Orders shipped to non-fixed addresses (e.g., hotels, PO boxes, or freight forwarders) are sent at the customer’s own risk and are not eligible for refunds or replacements if lost.

7. Tracking Your Order

Once shipped, you will receive an email with a tracking number.
Please allow up to 48 hours for tracking data to update in the carrier’s system.

8. Lost, Delayed, or Stolen Shipments

If your order has not arrived within the expected timeframe (typically 6 weeks maximum for international deliveries), contact support@insightdecks.com.

We will investigate with the carrier; however, liability for lost parcels is limited to what can be recovered from the shipping provider.

We are not liable for:

  • Lost in Transit: If the carrier confirms the parcel was lost, reimbursement is limited to the amount recovered from the carrier.

  • Stolen After Delivery: If marked “Delivered” but not received, please file a local police report or provide proof of theft (security footage, affidavit, etc.) before any claim can be reviewed.

  • Damaged Packages: If your order arrives visibly damaged, please document with photos and contact support immediately.

9. Force Majeure

Insight Decks is not liable for delays caused by events outside our control, including natural disasters, extreme weather, pandemics, labour strikes, or customs disruptions.

10. Returns & Right of Withdrawal

Returns are accepted within 14 days of receipt for unused and sealed physical products only.
Customers are responsible for return shipping costs, unless the item is defective or Insight Decks made an error.

Refunds will be processed after we receive and inspect the returned item, excluding the original shipping cost.

Bundles (Physical + Digital): Refunds are reviewed on a case-by-case basis. If approved, access to digital content will be revoked.
Digital-only purchases: Non-refundable once accessed or downloaded.
Unclaimed/Refused Deliveries: Orders returned due to unpaid customs fees or incorrect address are not eligible for refund.

11. Defective or Damaged Items

If your product is defective or damaged upon arrival, contact support@insightdecks.com within 7 days of receipt.
Please include a description and clear photos of the issue.

Upon verification, we will offer either:

  • A replacement item at no cost, or

  • A full refund, based on your preference.

This warranty does not cover damage caused by misuse, mishandling, or normal wear and tear.

12. Terms of Service

This policy is governed by our Terms of Service, which take precedence over any conflicting provisions herein.

13. Shipping Protection (Optional Add-On)

Customers may choose Shipping Protection at checkout to safeguard their order against unexpected shipping incidents.

Shipping Protection covers:

  • Loss in transit: When a carrier confirms the parcel cannot be located or delivered.

  • Theft after delivery: If a parcel is marked “Delivered” but not received, with credible evidence of theft (police report, security footage, or signed affidavit).

  • Damage during transit: If the order arrives visibly damaged or unusable.

Claims must be submitted within 15 days of the delivery date (or expected delivery for lost items) with photo or documentation evidence.
When approved, Insight Decks will issue a replacement or full refund (including original shipping), at our discretion.

Shipping Protection does not cover:

  • Delays due to customs or local carrier issues;

  • Packages returned or destroyed due to unpaid duties;

  • Customer-provided incorrect addresses.