1. Where StuccoKit ships
StuccoKit is designed for domestic fulfilment within Canada and domestic fulfilment within the United States when the applicable fulfilment location is available.
- Canadian customer orders are intended to ship from within Canada.
- United States customer orders are intended to ship from within the United States.
- Cross-border customer delivery is not the standard checkout path and is not guaranteed.
- Remote, military, island, territorial, or restricted addresses may require manual review or may not be serviceable.
2. Custom processing time
Processing begins after all required photos, colour references, scanner readings or physical samples, order details, review, and payment are complete. Displayed processing estimates are not guarantees.
Physical Sample Match orders require the sample to arrive and be accepted before preparation begins. Scanner Match orders may require clarification or repeat readings. Customer-Provided Colour orders may be delayed when a colour name or code cannot be confirmed.
3. Shipping rates and taxes
Shipping charges are confirmed before payment. Rates may depend on parcel size, weight, destination, carrier, service level, residential surcharges, and temperature-sensitive handling. Applicable taxes are calculated during secure checkout or otherwise shown on the approved invoice.
Free-shipping promotions, when offered, may exclude remote destinations, oversized orders, replacement scanner hardware, expedited service, or special handling.
4. Freezing, heat, and weather restrictions
Some touch-up materials may be damaged by freezing, extreme heat, or extended transit. StuccoKit may delay shipment, choose a different service, add protective packaging, or contact the customer when forecast conditions make normal shipping unsuitable.
A weather delay is intended to protect the product and is not considered carrier lateness. Customers should bring delivered material indoors promptly and follow the storage temperature on the product label and kit instructions.
5. Delivery estimates and responsibility
Carrier estimates are provided for convenience and are not guaranteed. Delays may occur because of weather, peak volume, labour disruption, customs or border controls where applicable, road closures, incorrect addresses, security restrictions, or events outside StuccoKit’s control.
The customer is responsible for entering a complete and deliverable address. Contact StuccoKit immediately if an address must be corrected. Changes are not guaranteed after a label is created or a parcel is handed to the carrier.
Tracking is provided when available. A carrier scan showing delivery is treated as evidence of delivery unless the carrier investigation determines otherwise.
6. Missing or delayed parcels
Check the delivery location, household members, concierge, parcel locker, neighbouring address, and carrier tracking before reporting a missing parcel. Contact StuccoKit promptly so a carrier trace can be opened when appropriate.
Replacement or refund decisions are made after reviewing tracking, address information, carrier findings, and order circumstances. StuccoKit may require a signed statement or police report where fraud or theft is suspected.
7. Transit damage, leaks, or missing items
Report visible parcel damage, leakage, freezing, or missing items within five calendar days of delivery. Keep the product and all packaging until the claim is resolved.
Include clear photos of:
- The outside of the shipping box
- The shipping label
- Internal protective packaging
- Every damaged, leaking, frozen, or missing item
- Lot or batch labels where visible
Do not use a product that appears frozen, contaminated, leaking, separated, or otherwise damaged.
8. Refused and unclaimed parcels
Custom orders refused, returned for an incorrect address, or left unclaimed may not be refundable. Return shipping, carrier fees, disposal, repackaging, and reshipment may be deducted or charged where permitted by law.
9. Contact
Shipping questions and claims may be submitted through the contact page with the assessment or order reference.