Answers to common questions about ordering, shipping, returns, customs and delivery.
Ordering, payment and shipping
What payment methods do you accept?
We accept all major credit cards, as well as PayPal, on our online checkout. Please contact us to place an order if you would prefer to pay via check, EFT, wire, or Interac E-Transfer.
Do you ship internationally?
We ship from our warehouse in Ontario, Canada to anywhere in Canada and the United States.
When will my order be shipped?
Our operating hours are Monday – Friday, 9am – 5pm. We are closed on Ontario, Canada statutory holidays. If you place an order outside of our operating hours, we will ship it on the next day that we are open.
Where are you located?
We ship all orders from our warehouse in Ontario, Canada.
What are your shipping rates?
Shipping is automatically calculated on our checkout page, depending on the shipping address and weight and dimensions of the total order.
Will I be charged customs duties or import taxes?
Justram is not responsible for the calculation, charge, or payment of customs duties or import taxes. Depending on your location and the items in your order, you may be charged duties or taxes by customs. Please consult your local import authorities if you are unsure.
Can I change or cancel my order after placing it?
Orders can be changed or cancelled at any time, up until they are picked up by the courier. Please contact us if you need to change or cancel an order. Additional charges may apply to order changes.
What is your return policy?
All sales are final.
What should I do if I receive a damaged or incorrect item?
Please send us an email with your order number and details of the damaged or incorrect item.
Do you offer wholesale or bulk purchasing options?
Please contact us to place an order if you are interested in wholesale or bulk purchasing options.
Customs and international deliveries
Will I have to pay customs duties or import taxes on my order?
If our products are being shipped outside of Canada, it’s possible that the customs authority of the destination will apply duties and taxes to the shipment. Justram is not responsible for the calculation or implementation of these charges, and it is the buyer’s responsibility to pay all costs associated with import.
How are customs duties and taxes calculated?
Duties and taxes are calculated based on the price of the goods, using percentage rates predetermined by the customs authority of the importing country.
Who is responsible for paying customs fees?
The buyer must pay all fees associated with customs. Justram is not responsible for paying customs fees.
Are customs fees included in the price at checkout?
Customs fees are not calculated by Justram, or included in any of our prices or payments.
What happens if I refuse to pay customs duties?
If you refuse to pay customs, you may face additional charges or penalties, and the goods will be returned to the sender.
Can I get a refund on customs duties if I return the item?
Justram cannot refund duties for returned items. Please consult your local customs authority for any questions or concerns about duties refunds.
Will customs processing delay my delivery?
Justram submits customs paperwork to the carrier when shipping internationally, which helps to prevent delays due to customs processing. If charges are determined by customs, the shipment will be delayed until payment is received. Paying any duties or taxes assessed by customs in a timely manner will help to minimize any potential delays.
How can I track my package through customs?
Please use the shipment tracking number provided to you by Justram to track your order and see when it clears customs. Unfortunately it’s not possible to track a package’s progress through the customs process itself.
What documents are included with my shipment for customs clearance?
Justram electronically uploads a Commercial Invoice to the carrier for every international shipment. Some shipments may require a Certificate of Origin or a CUSMA certificate, in which cases Justram will provide them.
What should I do if my package is held at customs?
Please consult the carrier or your local customs authority if your package is being held by customs.