Shipping policy
This policy applies to orders placed with illi Water, operated by WATERMART - TOTAL WATER TREATMENT INC., based in Ontario, Canada.
Order Processing & Shipping Time
We process all orders within 1–3 business days (excluding weekends and holidays). During high-demand periods, processing times may vary slightly.
Total delivery time is typically 3–8 business days, including both order processing and shipping.
This timeframe represents the full delivery window from the time an order is placed to final delivery.
Shipping Rates & Coverage
We offer free standard shipping on all orders within Canada, with no extra charges at checkout. We currently ship to all Canadian provinces. We reserve the right to choose the shipping carrier and method based on destination, package size, and operational needs.
Order Tracking After your order ships, you'll receive an email with tracking information. Please allow up to 48 hours for tracking details to update. If your order hasn't arrived within 10 business days of receiving the shipping confirmation, please contact us. If tracking shows your package as delivered but you can't locate it, reach out and we'll help.
Large Orders & Freight Delivery
Larger orders may ship via LTL freight with curb-side delivery, requiring someone to be present to receive the shipment. We'll provide additional instructions where needed.
Order Changes & Cancellations
Once an order is placed, we cannot guarantee any modifications or cancellations.
Undeliverable or Incorrect Addresses
Please make sure your shipping details are accurate at checkout. If an order is returned due to an incorrect or undeliverable address, additional shipping charges may apply for reshipment.
Shipping Damage
If your order arrives damaged, contact us within 48 hours with photos of the damaged item and packaging. We'll assess the issue and arrange a replacement or resolution.
Contact Us
Email: info@illiwater.com
Phone: 647-800-1315
Business Address: 350 John Street, Unit 8, Markham, Ontario, L3T 5W6, Canada