Clear, transparent policies designed to keep your supply chain moving without friction.
Shipping & Fulfillment
To ensure the fastest possible delivery, Solid Stax ships directly from our distribution partners, primarily located in the Greater Toronto Area (GTA) and Southern Ontario.
Processing & Tracking
In-stock items typically ship within 1-2 business days (excluding weekends and holidays). Your checkout screen will display the specific fulfillment origin for your items. Once your order has left the distribution center, you will receive an automated tracking number.
Note: Enterprise hardware is occasionally subject to manufacturer lead times and strict allocation constraints. All transit ETAs are estimates, and Solid Stax is not liable for global supply chain delays.
Ground Transit Estimates
While expedited options are available at checkout, standard Ground Service transit times are estimated as follows:
| Region / Province / Country | Est. Transit Time |
|---|---|
| ON, QC | 1 – 2 Business Days |
| MB, NB | 2 – 3 Business Days |
| AB, SK, NS, PEI | 3 – 4 Business Days |
| BC, NL | 4 – 5 Business Days |
| YT, NT, NU, All US Shipments | 5 – 6 Business Days |
Cross-Border & Brokerage (US Orders)
All brokerage fees, duties, and customs charges are the sole responsibility of the customer, regardless of the courier used. Because these fees vary widely, they cannot be estimated or collected at checkout.
To avoid transit delays and unexpected cross-border fees, we highly recommend that US customers provide their own customs brokerage account information at the time of order. Where applicable, Solid Stax will proactively utilize our US-based manufacturing and distribution channels to ship your hardware domestically and eliminate cross-border transit entirely.
Delivery Acceptance
By default, a signature is not required upon delivery. If your facility requires a signature, you must request this at checkout. Solid Stax is not responsible for lost or stolen hardware once marked as delivered to the specified address without a signature request.
Return Material Authorization (RMA)
Solid Stax aligns our return policies directly with those of the original hardware manufacturer.
Restocking Fees & Non-Returnable Items
Non-defective returns (e.g., ordering errors or buyer’s remorse) must be factory-sealed and are subject to a 25% restocking fee as dictated by our distribution partners. Once a factory seal is broken, non-defective hardware cannot be returned.
Defective hardware confirmed by the manufacturer is not subject to a restocking fee.
Additionally, the following items are strictly non-returnable:
- Software and software licensing.
- Built-to-order servers and custom-configured infrastructure.
- End-of-life (EOL) or specially allocated products.
How to Request a Return
This return policy applies to all orders shipped within Canada and the United States. US customers follow the same 20-day RMA process; return shipping, including any cross-border brokerage or duties, is the customer’s responsibility.
Customers have twenty (20) calendar days from the date of order delivery to request a return and obtain a valid Return Material Authorization (RMA) number issued by Solid Stax. Approved RMAs are valid for twenty (20) calendar days from the date of issuance.
Please note: Customers are fully responsible for all return shipping costs and providing their own return shipping labels.
CRITICAL RETURN ROUTING: Under no circumstances should returns be shipped to our corporate headquarters. All approved returns must be routed directly back to the specified distribution center or manufacturer exactly as instructed on your official RMA documentation.
The RMA number must be clearly visible on the return shipping label. DO NOT write directly on the original manufacturer’s box. Any boxes received with writing on them, or routed to the incorrect facility, will be immediately refused and returned at your expense.
Defective Hardware Processing & Refunds
Defective returns apply only to hardware that is inoperable out-of-the-box or fails to function according to specifications. The majority of these returns are facilitated and shipped directly back to the original manufacturer or distribution partner.
A replacement or credit will be issued only once the return is fully tested and approved by distribution or the manufacturer. Hardware found not to be defective will be returned to the purchaser at their expense. Once a return is approved, please allow up to 10 days for the refund to be processed back to your original payment method.
Unauthorized Returns (Overgoods)
Solid Stax reserves the right to refuse delivery or return items to the customer at their expense, alongside applicable processing and freight charges, under the following conditions:
- Items returned without a valid RMA number.
- Items received after the 20-day RMA expiration window.
- Non-defective items returned in a condition unsuitable for resale.
Contact Support
If you have questions about our return policy or need assistance initiating an RMA, please contact our team at [email protected] or call 1-888-751-7829. Administrative correspondence only may be directed to our headquarters at Solid Stax Inc. 300-72 Victoria St S Kitchener ON N2G 4Y9 Canada.