Effective date: August 1, 2026
Total Prepare ships emergency-preparedness products and supplies to customers throughout Canada.
This Shipping & Delivery Policy explains:
Where we ship
How shipping charges are calculated
Free-shipping eligibility
Order-processing and delivery estimates
Backorders and split shipments
Oversized and freight deliveries
Remote and rural delivery
Local pickup
Delayed, missing, damaged, refused, and undeliverable shipments
This policy applies to orders placed through:
solutions.totalprepare.ca
Total Prepare by telephone or email
Organizational, institutional, custom, and specially quoted orders may be subject to separate delivery terms provided in the applicable quotation or agreement.
Nothing in this policy limits any mandatory consumer right or remedy available under applicable law.
We currently ship to eligible addresses within Canada.
This may include:
Residential addresses
Commercial addresses
Government and institutional facilities
Remote and rural communities
Yukon, the Northwest Territories, and Nunavut
PO boxes where an appropriate carrier service is available
Available services and shipping costs depend on:
The delivery address
Product size and weight
Product shipping restrictions
Carrier availability
Warehouse inventory
Whether freight or specialized delivery is required
International shipping: We do not currently ship outside Canada
Shipping charges are generally calculated during checkout based on factors such as:
Delivery destination
Product weight
Package dimensions
Number of packages
Fulfilment location
Carrier and service level
Product-specific shipping profiles
Remote-area or extended-area carrier charges
Special handling or freight requirements
The available shipping options and applicable charges will be displayed before you submit your order whenever they can reasonably be calculated through our checkout.
Shipping charges displayed at checkout apply to the products, quantities, destination, and delivery method selected at that time.
If a shipping rate cannot be calculated automatically, the product or checkout will indicate that a shipping quote or other arrangement is required.
We will not charge an additional shipping amount to your payment method without your authorization.
Eligible online orders with a qualifying merchandise subtotal of $175 or more receive free standard shipping to eligible Canadian destinations.
To qualify, the order must meet all of the following conditions:
The eligible merchandise subtotal is at least $175
The threshold is calculated after discounts
Taxes, shipping charges, handling charges, and gift cards do not count toward the threshold
All products are being shipped to a single address
The delivery address is within an eligible free-shipping region
The order contains eligible products
The customer selects the free standard shipping option during checkout
Free-shipping service
Free shipping applies only to the standard or economy service selected by Total Prepare.
Free shipping does not include:
Expedited shipping
Priority shipping
A customer-selected carrier
Guaranteed delivery dates
Special freight services
Inside delivery
Liftgate service
Delivery appointments
Other enhanced delivery services
If you require a specific carrier or faster service, available paid options may be selected during checkout or requested from our team.
Eligible destinations
Free shipping is available to eligible addresses within the ten Canadian provinces. Yukon, the Northwest Territories, Nunavut, and certain remote or extended-service locations are excluded.
Products excluded from free shipping
Certain heavy, oversized, bulky, regulated, or unusually costly products are excluded from the free-shipping offer.
These may include:
Large water storage containers
Water barrels and drums
Large quantities or cases of packaged water
Large quantities or cases of food bars
WaterBricks and similar storage systems
Replacement food and water modules
Heavy cabinets or storage equipment
Fuel, batteries, or other restricted products
Pallet quantities
Products requiring freight delivery
Products specifically marked as excluded
Applicable shipping charges for excluded products should be displayed during checkout or provided in a written quote before the order is finalized.
A mixed order containing both eligible and excluded products may receive free shipping on the eligible portion while shipping charges apply to the excluded portion.
Organizational and quoted orders
Free shipping generally applies to qualifying retail orders placed through the website.
It may not apply to:
Corporate or institutional quotes
Group purchases
Contract pricing
Wholesale orders
Reseller purchases
Custom projects
Pallet or freight orders
Orders receiving separately negotiated discounts
Any shipping terms for these purchases will be included in the applicable quote or agreement.
Changes to qualifying orders
A customer-requested change or cancellation may affect free-shipping eligibility.
If an order change reduces the eligible subtotal below the free-shipping threshold before shipment, the revised shipping charge will be disclosed and approved before the change is completed.
We do not retroactively charge standard shipping solely because a later return reduces the retained merchandise subtotal below the free-shipping threshold.
Returns are otherwise governed by our Returns, Refunds & Cancellations Policy.
Changes to the free-shipping offer
We may change or discontinue the free-shipping offer prospectively.
A change will not alter the shipping terms of an order that has already been accepted, except with the customer’s agreement or as otherwise permitted by law.
Order processing is the time required to confirm, pick, pack, and prepare an order for shipment. It is separate from carrier transit time.
In-stock retail orders are generally processed within 1 to 3 business days.
Business days do not include:
Saturdays
Sundays
Statutory holidays in the applicable fulfilment location
Days when our facility is closed because of an emergency or other unexpected interruption
Processing may take longer during:
Sales and promotional periods
Emergency events
Periods of unusually high demand
Severe weather
Inventory counts
Product launches
Large or complex orders
Custom kit assembly
Carrier disruptions
An estimated processing or delivery period is not a guaranteed delivery date unless we expressly agree to a guaranteed date in writing.
Orders may be fulfilled from one or more Total Prepare warehouses or fulfilment locations.
Current locations may include:
Victoria, British Columbia
The fulfilment location may be selected based on inventory availability, destination, product type, carrier availability, and shipping efficiency.
Products in the same order may be shipped from different locations.
Products marked as in stock are normally available for fulfilment, but inventory discrepancies and simultaneous orders can occasionally affect availability.
If an order contains a backordered or temporarily unavailable product, we may:
Hold the order until all products are available
Offer to ship available products separately
Provide an updated estimated shipping date
Offer a comparable product for your approval
Offer cancellation and a refund for the unavailable product
Provide another resolution agreed with you
We will not substitute a materially different product without your approval.
Backordered products will not be held indefinitely without communication. We will contact you if the delay becomes materially longer than the estimate provided when the order was placed.
An order may be divided into multiple shipments because:
Products are stored at different fulfilment locations
Items become available at different times
Products require different carriers or shipping methods
A partial shipment is the most efficient way to fulfil the order
When Total Prepare decides to split an order, you will not be charged additional shipping solely because of that decision.
If you request a split shipment to receive part of an order earlier, additional shipping charges may apply. We will obtain your approval before charging the additional amount.
Each shipment may have a separate tracking number and delivery date.
Depending on the destination and product, we may use carriers such as:
Canada Post
UPS
FedEx
Purolator
Canpar
Loomis Express
Regional couriers
Freight carriers
Carrier availability may change.
Where a customer purchases a specific shipping service, we will make reasonable efforts to use the selected service.
For free standard shipping, Total Prepare may select the carrier and service level.
We may change carriers when reasonably necessary because of:
Service interruptions
Address restrictions
Product restrictions
Capacity limitations
Weather
Labour disruptions
Delivery-area coverage
Other operational requirements
If changing the carrier would increase the amount you must pay, we will obtain your approval before proceeding.
Carrier options for PO boxes are limited.
Some products cannot be shipped to a PO box because of:
Package size
Package weight
Product restrictions
Carrier requirements
Signature requirements
Freight requirements
If we cannot deliver an order to the PO box provided, we may contact you for a physical street address or an alternative delivery arrangement.
A change in address or carrier may affect the shipping cost. Any additional amount will be disclosed before it is charged.
Some remote, rural, northern, island, or limited-access destinations have higher carrier costs or restricted service.
Eligibility will be determined using the delivery address, available carrier services, and the shipping rates configured for the applicable region.
We do not determine free-shipping eligibility solely based on whether a postal code contains a zero.
Depending on the destination:
Free shipping may not be available
A remote-area surcharge may apply
Only certain carriers may be available
Delivery may take longer
Delivery to a regional depot, airport, port, or community pickup location may be required
The customer may be responsible for transportation beyond the carrier’s normal delivery point
Where possible, the applicable charge will be displayed at checkout. If a manual quote is required, we will provide it before the order is finalized or before any additional amount is charged.
Certain products require freight or specialized delivery because of their size, weight, quantity, or handling requirements.
Freight charges may depend on:
Pallet dimensions and weight
Delivery province or territory
Residential or commercial delivery
Availability of a loading dock
Forklift access
Liftgate requirements
Delivery appointments
Limited-access locations
Inside delivery
Remote-area access
Seasonal road, air, rail, or marine service
Unless expressly included in the quoted delivery service, freight delivery does not include:
Unpacking
Product assembly
Installation
Placement inside a building
Removal of packaging
Movement up or down stairs
Additional labour at the destination
Any required freight services and related charges should be confirmed before the order is finalized.
The customer is responsible for providing accurate information about the delivery site and its unloading capabilities.
Additional carrier costs resulting from incomplete or inaccurate delivery-site information may be charged to the customer where disclosed, reasonably incurred, and permitted by law.
Certain products may be affected by extreme heat, freezing temperatures, or other environmental conditions during transportation.
This may include:
Packaged emergency water
Liquid products
Batteries
Medical or first-aid products
During periods when a product cannot be transported safely or in accordance with manufacturer recommendations, we may contact you to discuss:
Delaying shipment with your agreement
Using an alternative shipping service
Shipping to a different destination
Substituting an appropriate alternative with your approval
Removing and refunding the affected product
Cancelling the affected portion of the order where permitted by law
Any seasonal shipping restriction should also be disclosed on the applicable product page.
Delivery estimates are based on the information available when the order is placed or shipped.
They may be affected by:
Destination
Carrier
Service level
Weather
Seasonal volume
Labour disruptions
Transportation interruptions
Remote-area schedules
Product availability
Emergency events
Customs or border procedures, if applicable
Unless expressly stated otherwise in writing, delivery estimates are not guaranteed dates.
We will make reasonable efforts to communicate material delays that become known to us.
Nothing in this section limits a statutory right to cancel or receive a refund because an order was not delivered within a period required by applicable law.
Where tracking is available, a shipping confirmation will be sent to the email address or telephone number associated with the order.
Tracking information may take time to become active after a label is created.
Some shipments may:
Have multiple tracking numbers
Use a carrier that provides limited tracking
Be transferred to a regional or final-mile carrier
Require the recipient to arrange final pickup
Customers are responsible for monitoring tracking information and responding to carrier notices where reasonably required.
Customers are responsible for providing a complete and accurate delivery address, including:
Recipient name
Street address
Unit or suite number
City
Province or territory
Postal code
Telephone number
Business or institution name where applicable
Delivery instructions where required
Contact us immediately if you need to change an address.
We cannot guarantee that an address can be changed after the order has entered fulfilment or been transferred to a carrier.
If incorrect or incomplete information causes:
Address-correction charges
A failed delivery
Return-to-sender charges
Storage fees
Redelivery charges
Additional freight costs
the customer may be responsible for the actual additional cost where the issue resulted from information supplied by the customer and the charge is permitted by law.
We will not charge an additional amount to your payment method without authorization.
Some shipments may require:
A signature
Identification
A delivery appointment
An adult recipient
Access to a loading dock
Assistance unloading
Pickup from a carrier location
The customer is responsible for ensuring that an authorized recipient is available when required.
Carrier storage, redelivery, or return charges caused by a missed appointment or unavailable recipient may be the customer’s responsibility where disclosed and permitted by law.
Delivery may be affected by events outside Total Prepare’s reasonable control, including:
Severe weather
Wildfires
Floods
Earthquakes
Public emergencies
Carrier capacity issues
Labour disputes or strikes
Road closures
Air, rail, or marine interruptions
Government restrictions
Power or telecommunications failures
Supply-chain interruptions
We work with multiple carriers and may use an alternative service where reasonably available.
If an alternative service would cost more than the amount already paid, we will contact you before proceeding.
If the delivery address cannot be served during an interruption, we may request:
An alternative physical address
Delivery to a carrier pickup location
Delayed shipment
Another delivery arrangement
If an appropriate delivery arrangement cannot be completed, we will work with you on a resolution consistent with applicable law, which may include cancellation and a refund.
Review the tracking information and check the following before contacting us:
The delivery address
Building entrances
Mailrooms
Reception desks
Parcel lockers
Safe-drop locations
Household members
Neighbours
Carrier pickup notices
If the shipment cannot be located, contact us at hello@totalprepare.ca with:
Your order number
The affected tracking number
Confirmation of the delivery address
Any relevant carrier communication
We may open an investigation with the carrier.
Carrier investigations can take 10 business days. We will keep you informed of material updates where available.
Depending on the investigation and applicable law, the resolution may include:
Continued delivery efforts
Replacement
Store pickup
Refund
Another agreed resolution
Do not initiate multiple carrier claims for the same shipment without notifying us.
Please inspect your shipment promptly after delivery.
If an order arrives damaged, contact us as soon as possible and provide:
Your order number
Photographs of the damaged product
Photographs of the exterior packaging
Photographs of the interior packaging
A photograph of the shipping label
A description of any missing items or components
Please retain the product and all packaging until we provide instructions.
Do not return a damaged shipment at your own expense unless we ask you to do so.
Damaged products are handled under our Returns, Refunds & Cancellations Policy.
If a shipment is refused, unclaimed, or returned because of an incorrect or incomplete address, we will contact you after it is returned to us.
Where the delivery failure was not caused by Total Prepare or the carrier, the customer may be responsible for:
Original shipping charges
Return-to-sender charges
Carrier storage charges
Address-correction fees
Redelivery charges
Eligible products may be refunded after applicable shipping charges are deducted.
Non-returnable products may not qualify for a refund merely because delivery was refused or unsuccessful.
Mandatory consumer rights continue to apply.
Local pickup is available for eligible orders at:
Total Prepare Inc. 48 Crease Avenue Victoria, British Columbia V8Z 1S3
Pickup hours: Monday – Friday, 9:30am –4:30pm PST
There is no shipping charge for local pickup.
Pickup process
After placing the order:
Wait until you receive a confirmation that the order is ready.
Bring your order number and government-issued identification.
Collect the order during the stated pickup hours.
Please do not arrive before receiving the ready-for-pickup notification.
Pickup by another person
If another person will collect the order, contact us in advance and provide:
The name of the authorized person
The order number
Any other verification information we reasonably request
The person collecting the order may be required to show identification.
Unclaimed pickup orders
We will normally contact you if an order has not been collected within 7 days after the ready-for-pickup notification.
Orders remaining unclaimed for 30 days may be cancelled and returned to stock.
Where cancellation occurs, eligible amounts will be refunded to the original payment method. Any non-refundable custom work, special sourcing, or other charge will be handled according to the terms disclosed before purchase and applicable law.
A new order may be placed later, but the original inventory allocation, pricing, or production position may no longer be available.
Shipping terms for corporate, government, institutional, wholesale, custom, or large-volume orders may be included in a separate quotation or agreement.
These terms may address:
Freight rates
Pallet quantities
Multiple destinations
Phased deliveries
Delivery appointments
Inside delivery
Tailgate or liftgate requirements
Remote deployments
Warehousing
Consolidation
Custom kit assembly
Delivery deadlines
Emergency or expedited fulfilment
Where an accepted written quote or agreement conflicts with this general policy, the specifically negotiated written terms will govern to the extent of the conflict.
This policy describes Total Prepare’s standard shipping and delivery practices.
It does not limit any right or remedy available under applicable federal, provincial, or territorial law.
Depending on the circumstances, additional rights may apply where:
Required shipping costs were not disclosed before purchase
Required contract information was not provided
The order was not delivered within the legally required period
A guaranteed delivery commitment was not met
The wrong product was delivered
Products arrived damaged or defective
An order was cancelled in circumstances prohibited by law
Where this policy conflicts with a mandatory legal right, the applicable law will govern.
Contact our Customer Experience team with shipping or delivery questions.
Total Prepare Inc. 48 Crease Avenue Victoria, British Columbia V8Z 1S3 Canada
Email: hello@totalprepare.ca Toll-free telephone: 1-888-832-1733 Local telephone: 778-265-5331 Customer-service hours: Monday to Friday, 9:30am-4:30pm PST