Delivery & Pickup Policy

1) Delivery Areas 配送范围

We provide delivery service within 44.99km radius from our store (147 Rideau Street, Ottawa ON K1N 5X4)

我们提供距离店铺（147 Rideau Street, Ottawa ON K1N 5X4）44.99公里半径范围内的配送服务。

 

2) Delivery Time 配送时间

SAME-DAY DELIVERY: Your groceries can be delivered as early as the same day if the order is placed before 1 PM.

Deliveries are scheduled between 12 PM and 18 PM

NEXT-DAY DELIVERY: Your groceries can be delivered as early as the next day if the order is placed after 1 PM.

Deliveries are scheduled between 12 PM and 18 PM

 

当天配送：在下午1点之前下单，您的订单最早可于当天送达。

送货时间为中午12点至下午6点。

 次日送达：在下午1点之后下单，您的订单最早可于次日送达。

 送货时间为中午12点至下午6点。

 

 

3) Delivery Charges 收费

*Distance means the distance in a straight line from 147 Rideau Street, Ottawa ON K1N 5X4 to your delivery address, shipping cost will calculate automatically at check out page.

*距离是指从147 Rideau Street, Ottawa ON K1N 5X4到您的送货地址的直线距离，运费将在结账页面自动计算。

 

 

4) Delivery Instructions 配送须知

The delivery driver will call or send an SMS prior to arrival. Please ensure that your phone line is open and someone is available to receive the order.

  • If the driver calls three times without receiving an answer, please choose one of the following options:

1. Allow the driver to leave the package at the lobby. Please note that we will not be responsible for any loss of the package if you choose this option.
2. Request redelivery. A delivery fee will be applied for the redelivery.
(The default option is 1. Please email us if you choose option 2.)

*NOTE: Due to the high risk of package theft, we strongly advise you to pick up your package upon the first attempt of delivery. We will not be responsible for any loss of the package in such cases.

  • To avoid missed deliveries, please ensure that the address provided is correct. 
  • For all condominiums/apartments, delivery will be made to the lobby for pickup.
  • For houses/townhouses, delivery will be made to the front door/side door only. Our drivers cannot deliver to the back door due to safety reasons.
  • Delivery may be delayed due to unforeseen circumstances.

 

注：司机会在到达前打电话通知，其会将包裹放在楼下（公寓）或门口（house），请保持电话畅通！

*️温馨提醒：公寓楼偷窃事件频发，请在接到电话后即刻下楼领取，如有丢失，恕不负责。
司机会拨打电话3次，假如电话无法接听，请您选择：
1. 司机把包裹放在楼下。如选择放在楼下，包裹丢失概不负责。
2. 二次配送。如选择二次配送，需支付司机二次配送的运费。
（默认选择1放在楼下，如选择2请邮件告知我们）

*请确保订单电话号码准确无误，以便通知送货。请提供加拿大号码，保持电话接听状态。

 

 

5) In-Store Pick Up 门店自取

1. Available Products

Products in all categories, including Snacks, Food Essentials, Beauty & Household, and Frozen, are available in this service.

2. Pick Up Time

We will try our best to process your order within at least 2 business hours and at most 8 business hours during our business hours (11 PM to 9 PM local time, Monday to Sunday). Please wait for our system notification before coming to the store for pickup.

3. Charges

There is no additional charge for in-store pick-up customers.

Note:
Pick-up time may be delayed due to unforeseen reasons.

5) 门店自取

1. 可用商品

所有类别的商品均可享受此服务，包括零食、食品必需品、美妆家居及冷冻食品。

2. 取货时间

我们将在营业时间内（当地时间周一至周日 11:00 PM - 9:00 PM）尽快处理您的订单，最快 2 个工作小时，最晚 8 个工作小时 内完成。请等待系统通知后再前往门店取货。

3. 费用

门店自取不收取额外费用。

注意：
由于不可预见的原因，取货时间可能会有所延迟。

 

6) Shipping By Courier 邮寄服务

Order Processing Time

Orders will be shipped within 3-5 business days after payment is confirmed.

1. Free Shipping & Delivery Time
• Free shipping is available for orders over CA$99 (before tax) within Ontario and Quebec.
• For orders below the free shipping threshold, the shipping cost will be automatically calculated at checkout.
• Estimated delivery time: 1 to 5 business days, but some remote areas may require additional time.

2. Return Due to Unclaimed Package

If a package is returned due to customer-related reasons (e.g., incorrect name or address, recipient not home, or recipient on vacation), Axia Station is not responsible for the return.
• Once we receive the returned package, we will notify the customer via email or phone.
• For reshipping: Customers must cover the shipping cost, and we will inform them of the exact amount at that time.
• For order cancellation:
• Axia Station will deduct both the return shipping fee (refer to the previous section) and a 15% cancellation fee.
• The remaining amount will be refunded within 1 business day to the original payment method. The refund may take 5-10 days to appear in the customer’s bank account.

邮寄说明

1.订单处理时间

订单将在付款成功后 3-5 个工作日内发货。

1. 包邮标准 & 送达时间
• 安大略省（Ontario）和魁北克省（Quebec）订单税前满 CA$99 免邮。
• 低于包邮标准的订单，邮费将在结账时由系统自动计算。
• 预计送达时间： 1～5 个工作日，部分偏远地区可能需要更长时间。

2. 因无人领取退回包裹

若因客户姓名、地址填写错误、收件人不在家、外出旅游等非 Axia Station 责任的原因导致包裹被退回：
• Axia Station 收到退回包裹后，将主动通过电子邮件或电话通知客户。
• 如果需要重新寄送包裹，客户需支付相应的邮费，我们届时会告知具体金额。
• 如果客户要求取消订单：
• Axia Station 将扣除该包裹退回时产生的邮寄费用（参考上条）及 15% 取消费。
• 剩余款项将在1 个工作日内退回客户支付时使用的银行卡，预计 5-10 天内到账。