Shipping policy
Last updated: October 25, 2026
Where we ship
We ship only to addresses in Canada. We do not ship to addresses outside Canada. All prices on jemsystems.ca are in Canadian dollars (CAD).
Shipping costs
- Free shipping on orders over $250 CAD.
- For other orders, shipping costs are calculated at checkout based on the weight, destination, shipping method selected and our carrier's rates.
Order tracking
For questions about the status or tracking of your order, contact our Customer Service Team at customerservicegroup@jemsystems.ca.
Damaged, defective or missing items
If your order arrives damaged or defective, or if items are missing, contact our Customer Service Team at customerservicegroup@jemsystems.ca before returning anything. Include your order number and photos of the item and its packaging.
- Damaged or defective on arrival: notify us within 7 days of receipt.
- Missing items (short shipments): notify us within 15 days of receipt.
- Claims for shipping loss or damage must be submitted within 7 calendar days of receipt.
Returns
Returns are governed by our Refund Policy. In summary:
- Items must be returned within 30 calendar days from the invoice date (project orders: within 1 calendar year), unused, uninstalled and in their original packaging.
- A Return Material Authorization (RMA) number is required before any return.
- Return freight is the customer's responsibility unless the return is due to a JEM Systems error (e.g., incorrect shipment, defective item).
- Restocking fees apply to non-defective items: 5% for standard returns within 30 days, 10% for project-order returns more than 90 days after the invoice date, and 70% for special orders.
If anything in this summary differs from the Refund Policy, the Refund Policy applies.
Questions
If you have any other questions, please contact us at info@jemsystems.ca or (623) 307-5144.