Canopi Delivery & Return Policy

1. Processing Times

• Standard Orders: All standard in-stock hardware orders are processed and prepared for shipping within 1 to 2 business days (excluding weekends and major holidays).
• Enterprise & Custom Orders: Large-scale commercial orders, bulk hotel smart lock deployments, or custom-configured enterprise systems may require additional lead time. Your designated accounts manager will coordinate your specific production and dispatch timeline.

2. Shipping Methods & Estimated Timelines

We ship all orders from our fulfillment hubs in the United States. During checkout, you can select from the following shipping options:

Note: Delivery times are estimates and may vary based on your location, carrier delays, or extreme weather conditions.

3. Shipment Tracking

As soon as your order leaves our warehouse, we will send a confirmation email containing your tracking link (DHL, FedEx, or UPS). You can monitor your shipment's journey directly through the carrier's portal.

4. International Shipping

We currently ship directly to addresses within the United States. For international orders, distribution partnerships, or project deployments outside the U.S., please contact our logistics team directly at shipping@canopi.tech.

5. 30-Day Satisfaction Guarantee

If you are not entirely satisfied with your Canopi hardware, you may return it for a full refund within 30 days of the delivery date.

To qualify for a refund, returned items must meet the following criteria:

• The hardware must be in new, undamaged, and resaleable condition with no signs of wear, mounting damage, or physical alteration.
• All products must be returned in their original packaging, complete with all included accessories, mounting hardware, batteries, manuals, and registration cards.
• The return must be initiated through our official support portal within the 30-day window.

6. Items Exempt from Returns

• Installed/Modified Hardware: Devices that have been permanently installed, physically altered, or damaged due to improper self-installation attempts cannot be returned under the satisfaction guarantee (please refer to our Warranty Policy if you suspect a manufacturing defect).
• Custom Enterprise Orders: Specially manufactured hardware, custom finishes, or custom-coded commercial access credentials are non-refundable.
• Software & Subscriptions: Digital software-as-a-service (SaaS) subscription charges or cloud storage plans are non-refundable but can be canceled at any time to prevent future billing.

7. How to Initiate a Return

• Request an RMA: Contact our support team at support@canopi.tech to request a Return Merchandise Authorization (RMA) number. Returns sent without an authorized RMA number will not be accepted.
• Pack Securely: Safely pack your Canopi devices in their original packaging, ensuring all components are secured to prevent damage during transit. Write the RMA number clearly on the outer shipping box.
• Ship the Package: Unless the return is due to a product defect or shipping error on our part, return shipping costs are the responsibility of the purchaser. We highly recommend using a trackable shipping service and purchasing shipping insurance, as Canopi is not responsible for items lost or damaged in transit.

8. Refund Processing

Once we receive and inspect your returned items at our fulfillment center, we will process your refund.

• An email notification will be sent to you confirming the status of your return.
• Approved refunds will be credited back to your original payment method (e.g., credit card, bank account) within 5 to 10 business days, depending on your financial institution's processing times.

Logistics and Returns Support: For any questions regarding your delivery status, missing packages, or returning hardware, please contact us at support@canopi.tech.