Shipping policy

Shipping Carriers & Regions

Aurora Heat ships from Fort Smith, Northwest Territories, Canada

  • Canada Post is used for all Canadian orders and some international destinations.

  • DHL Express is used exclusively for orders shipping to the United States and select international destinations.

Available shipping options and rates are shown at checkout based on your address.

Untracked Letter Mail (Canada Only)

For small Canadian orders, Untracked Letter Mail is offered as a low-cost option.

Important:
Untracked Letter Mail does not include tracking or insurance. By selecting this option, you acknowledge and accept the risk of delivery delays or non-delivery. Once shipped, the package cannot be tracked or located.

  • No tracking number is provided

  • No delivery confirmation is available

  • Lost or delayed items cannot be investigated with Canada Post

For greater reliability and peace of mind, we have discontinued this option.

Orders previously shipped via Untracked Letter Mail must be allowed up to 30 days from the ship date before being considered lost. Claims or inquiries cannot be processed before this period has passed.

Processing & Shipping Times

Shipping from a small northern community can take longer than from major urban centres. We appreciate your patience and support.

  • Orders are processed in 3–6 business days

  • Orders are prepared and shipped from Fort Smith, Northwest Territories

  • Canada Post and DHL operate Monday–Friday only (excluding holidays)

Tracked shipments will display estimated delivery timelines once accepted by the carrier. These are estimates only and not guarantees.

Free Shipping (Canada & United States)

We offer free shipping on orders over $300 CAD to most locations in Canada and the United States.

  • The $300 minimum applies to the order subtotal before tax and after discounts

  • If your location does not qualify, this will be shown at checkout

International Shipping

Aurora Heat ships internationally via DHL Express and Canada Post.

  • Rates and estimated delivery timelines appear at checkout

  • International customers are responsible for all duties, taxes, and import fees charged by their country

  • Free shipping does not apply outside Canada and the United States

We are not responsible for delays caused by customs clearance.

Returns from Outside Canada & the United States

We accept returns from international customers; however:

  • Return shipping costs are the customer’s responsibility

  • Any duties, taxes, or fees associated with the return are not refundable

Please refer to our Return Policy for full details before shipping items back.