Celltro Shipping & Delivery

Fast, Transparent Delivery for Repair Professionals

Celltro carefully prepares every order to ensure repair shops, retailers, and wholesalers promptly receive the parts and accessories they need. We ship across Canada with tracking and offer local delivery in select areas of the Quebec City region.

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Free Express Shipping on Orders Over $450 Before Taxes
For orders under $450, flat-rate express shipping is $10.

Policy at a Glance

Condition	Rate / Delivery Window
Orders of $450 or more before taxes	Free Express Shipping
Orders under $450 before taxes	$10 flat-rate express shipping
Fulfillment for in-stock items	Same-day processing
Eligible local delivery in the Quebec City region	Free when available or confirmed by Celltro
Tracking	Tracking number sent upon shipment
Service Area	Canada
Local Pickup	Currently unavailable

Estimated delivery times are calculated in business days and commence after the package is dispatched, not when the order is placed.

1. Where We Ship

Celltro ships to eligible physical addresses across all Canadian provinces and territories. We do not currently offer international shipping via our website.

Certain remote, rural, or extended-delivery areas may require additional transit time or incur carrier-imposed surcharges. If an adjustment is required after your order is placed, our team will contact you prior to shipment.

Delivery to PO Boxes depends on available carrier services for your order. When a compatible shipping method is unavailable, a valid physical street address will be required.

2. Shipping Rates

Express Shipping Across Canada

• $450 or more before taxes: Free Express Shipping;
• Under $450 before taxes: $10 flat-rate express shipping.

The free-shipping threshold is calculated on the net subtotal of eligible products, after discounts and before applicable taxes and shipping fees. Store credits, refunds, gift cards, and non-product charges do not count toward this minimum.

Free shipping applies to Celltro's designated standard express carrier. Remote locations, oversized parcels, hazardous goods, or specialized handling may incur extra carrier fees. Any applicable surcharge will be displayed at checkout or confirmed with you prior to fulfillment.

Local Delivery in the Quebec City Region

Celltro may offer complimentary local delivery in select areas of the Quebec City region, either directly or through local courier partners. Eligibility depends on destination address, schedule, order volume, and driver availability.

When available, local delivery will appear as a checkout option or will be confirmed directly by our team. The recipient must be present during the scheduled delivery window. Re-delivery attempts resulting from recipient absence or an incorrect address may incur additional fees.

Local Pickup

On-site warehouse pickup is not offered at this time. All orders must be dispatched via our approved delivery and courier channels.

3. Order Fulfillment & Processing

For all in-stock items, Celltro processes and prepares orders for dispatch the same day when submitted on a regular business day.

Same-day fulfillment applies provided that:

• Items are confirmed in stock;
• Payment is authorized and cleared;
• Shipping and contact details are complete and validated;
• No additional fraud or account verification is pending.

Orders placed after daily operating cut-off times, during weekends, or on statutory holidays will be processed on the following business day.

Extra handling time may apply to high-volume bulk orders, first-time orders requiring account clearance, pending payments, special on-demand imports, or backordered items. If an unexpected delay arises, we will notify you promptly.

Order Confirmation indicates that your order has been received. Shipment Confirmation indicates that your parcel has been packed, labeled, and handed over to the carrier or prepared for local dispatch.

4. Estimated Transit Times

Following dispatch, estimated transit times for express courier services are typically as follows:

Destination	Estimated Transit Time After Dispatch
Quebec City area (when local delivery is eligible)	Specific delivery window confirmed by Celltro
Quebec	Approximately 1 to 2 business days
Ontario	Approximately 1 to 3 business days
Other Provinces	Approximately 2 to 5 business days
Remote Areas & Territories	Varies; extended transit times may apply

Transit times are estimates, not guarantees. Variations may occur due to postal codes, carrier operations, severe weather, peak seasonal volume, supply chain interruptions, or other factors outside Celltro's control.

Selecting express shipping expedites transit speed, not internal order processing times. If you have time-critical deadlines, please contact our support team prior to ordering to review expedited logistics options.

5. Carriers & Tracking

Celltro selects the most efficient carrier based on package dimensions, weight, destination, and hazardous-materials classification. Carrier assignments may vary between shipments.

When tracking is available, a tracking number is automatically emailed upon dispatch and accessible through your customer portal. Please allow a few hours for the carrier's network to register the initial scan.

Clients are responsible for monitoring parcel progress and ensuring the delivery location is accessible. While carrier delivery notes can be transmitted upon request, their execution rests entirely with the carrier and cannot be guaranteed by Celltro.

6. Batteries & Dangerous Goods Restrictions

Lithium-ion replacement batteries and power banks are subject to Transport Canada and carrier hazardous goods regulations. Depending on destination and regulatory thresholds, these items may be restricted to ground shipping, excluded from priority air cargo, or require UN-compliant packaging and extended transit windows.

For mixed orders containing restricted batteries alongside general accessories, Celltro reserves the right to use compliant ground freight or split shipments. We will notify you if regulatory requirements significantly impact delivery timelines or rates.

7. Pre-Orders, Backorders & Special Orders

Target arrival dates for pre-orders, backorders, and special on-demand imports are estimates based on supplier and freight data. Dates may shift due to factory manufacturing lead times, customs clearance, or global supply chains.

Unless otherwise arranged:

• Orders containing both in-stock and pre-order items are fulfilled together once all inventory arrives;
• Partial shipments may be requested before full fulfillment, subject to separate shipping fees;
• If Celltro initiates a split shipment to prevent customer delays, no additional shipping charge will be applied;
• Substitutions or alternate parts are never dispatched without explicit client approval.

Cancellation, deposit, and restocking policies for special orders and pre-orders are detailed in our Warranty and Returns Policy.

8. Order Modifications & Cancellations

To request an address change, item adjustment, or cancellation, contact support@celltro.ca immediately.

Because orders are processed rapidly, modifications cannot be guaranteed once an order has entered fulfillment, been assigned to local courier dispatch, or transferred to the carrier. Address changes in transit are generally not permitted unless explicitly supported by the carrier.

Customers are responsible for providing complete and accurate shipping information, including suite/unit numbers, commercial business names, postal codes, contact person names, and working phone numbers. Address correction fees, re-routing costs, or return postage caused by inaccurate address entries will be billed to the account.

9. Delayed, Lost, or Disputed Deliveries

Delayed Shipments

Check your carrier tracking link first. If tracking shows no activity for several business days or the estimated transit window has elapsed, reach out to us with your order number. Celltro will initiate an official carrier trace investigation on your behalf.

Carrier delays do not automatically classify an order as lost. Replacements, credits, or refunds can only be processed once the carrier completes its investigation or officially confirms loss, subject to applicable commercial regulations.

Marked Delivered but Not Received

Immediately check reception desks, building mailrooms, loading bays, neighboring suites, and surveillance points, as well as carrier delivery notices. If the shipment remains unlocated, notify Celltro within 2 business days of the recorded delivery scan so we can dispute the delivery with the carrier.

Once an investigation confirms a package was lost in transit and receiving protocols were observed, Celltro will issue a replacement, store credit, or refund depending on product availability and claim findings.

10. Missing, Incorrect, or Transit-Damaged Items

Inspect all external cartons and inventory immediately upon receipt. If an item is missing, incorrect, or visibly damaged in transit, email support@celltro.ca within 5 calendar days of delivery.

Please provide:

• Your order number;
• A clear photo of the carrier shipping label;
• Photos of all sides of the outer shipping box;
• Photos of internal packaging materials and affected items;
• A concise description of the discrepancy or damage.

Retain all packaging materials and items until the claim is resolved, as carriers may require an on-site physical inspection. Do not discard packaging or return parts prior to receiving our written instructions.

The 5-day notification window applies strictly to shipping errors and transit damage. It does not limit standard warranty protections for latent component defects discovered during installation. For complete guidelines, review our Warranty and Returns Policy.

11. Returned to Sender & Refused Shipments

If a shipment is returned to our facility due to an incomplete/incorrect address, failure to claim, refusal upon delivery, or multiple failed delivery attempts, we will contact you once the parcel is received and inspected.

Unless the return was caused by a Celltro error, initial non-refundable freight charges, carrier return charges, and re-shipping fees will be deducted from any issued credit or required prior to reshipment. A refused parcel does not constitute an authorized RMA return.

Frequently Asked Questions

How much does shipping cost at Celltro?

Express shipping is free on orders of $450 or more before taxes. Orders under $450 ship for a flat rate of $10, subject to remote carrier surcharges and hazardous goods regulations described above.

When will my order ship?

For in-stock inventory, Celltro fulfills orders the same day when placed on a regular business day, provided payment, account credentials, and shipping addresses are verified. Tracking details are emailed as soon as the carrier takes custody.

How long does delivery take?

Following dispatch, express delivery typically takes 1 to 2 business days in Quebec, 1 to 3 business days in Ontario, and 2 to 5 business days across other provinces. Extended transit times apply to remote areas and northern territories.

How can I track my order?

A carrier tracking number is emailed automatically once your order is fulfilled. Tracking links can also be viewed directly under your order history in your Celltro account.

Can I pick up my order in person?

No. On-site pickup is not available. However, free local delivery may be scheduled for eligible business accounts within select sectors of the Quebec City area.

What happens if my order includes pre-order items?

Unless otherwise arranged, the entire order is fulfilled together once all inventory is in stock. You may contact our team to request a split shipment; additional freight charges may apply.

What should I do if tracking says "Delivered" but I have not received it?

First check loading bays, reception areas, staff members, and immediate commercial neighbors. If the package cannot be located, contact our team within 2 business days of the delivery status notification.

What should I do if a box or product arrives damaged?

Keep all shipping containers and inner packing materials intact. Within 5 calendar days of delivery, send your order number along with photos of the shipping label, packaging, and damaged items to our support team.

Need Assistance with a Delivery?

Contact us at support@celltro.ca and include your order number for expedited service.

Phonio Technologies Inc., operating as Celltro
1055A Raymond Blvd
Quebec, QC G1B 2R5
Canada