Order Issues & Other Problems

• Can I dispute a charge if I have an issue with my order?

  We strongly encourage customers to contact us directly before filing a payment dispute or chargeback. Most issues can be resolved faster through our support team. Initiating a chargeback may delay resolution and limit available options.

• I’m missing an item from my order

  If part of your order is missing, contact us with your order number. Some items may ship separately, so please check your tracking emails before reaching out.

• I received the wrong item — what do I do?

  If you believe you received an incorrect item, please contact us before installing or using the product. Include your order number and clear photos of: The item received The packaging and labels We will review the issue and provide next steps. Installed or modified items may not be eligible for ...

• My item arrived damaged — what do I do?

  If your item arrives damaged, you must notify us within 7 days of delivery. Please provide: Clear photos of the damaged item Photos of the packaging (including the shipping box and labels) Failure to report damage within this timeframe may result in the claim being denied by the carrier or manu...

• My package says delivered but I didn’t receive it

  If tracking shows the package as delivered but you did not receive it: Check around your delivery location and with neighbors Contact the carrier directly to open a delivery investigation Notify us so we can assist where possible

• What if I damage the product during installation?

  Damage caused during installation is not considered a manufacturer defect and is not eligible for return or warranty.

• What if I no longer want the item after it ships?

  Orders cannot be canceled once shipped. Returns are subject to our return policy upon delivery. https://subiesupplyco.ca/policies/refund-policy

• What if I provided an incorrect shipping address?

  Customers are responsible for providing accurate shipping information. Additional fees may apply to redirect or reship orders.

• What if my box was damaged on arrival?

  If the outer packaging is visibly damaged: Take photos before opening the box Inspect the contents immediately Contact us within 24 hours if damage is found Do not discard packaging until the issue is resolved.

• What if my order arrives late for an event or installation appointment?

  While we always hope packages will be delivered in a timely manner, estimated delivery dates are not guaranteed. Subie Supply Co. is not responsible for missed installation appointments, track events, or downtime caused by shipping delays.

• What if my order is delayed?

  Shipping delays may occur due to: Carrier backlogs Weather conditions Customs processing High shipping volumes These delays are outside of our control and do not qualify for refunds or cancellations once the order has shipped. Please be patient and keep an eye on the provided tracking for updat...

• What if my order shows delivered but arrived empty?

  Contact us immediately with photos of the packaging and contents. Claims must be submitted promptly to be eligible for review.

• What if my order was returned to sender?

  Orders returned due to incorrect addresses, refused delivery, or unpaid duties may be subject to: Return shipping fees Brokerage fees Restocking fees These costs will be deducted from any applicable refund.

• What if my order was seized or held by customs?

  Customs inspections, holds, or seizures are outside of our control. Customers are responsible for ensuring compliance with local laws and regulations. Any fees, delays, or actions taken by customs authorities are the customer’s responsibility.

• What if the carrier delivered to the wrong address?

  If the carrier confirms misdelivery, we will assist in resolving the issue. Resolution depends on carrier investigation results. Please contact us for further assistance.