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Shipping Policies, Terms & Conditions
These are Policies, Terms and Conditions of Shipping items purchased from Total Diving. They are part of the Terms and Conditions of Sale.
These are shipping-related policies, terms & conditions. All other terms and conditions of sale apply.
When We Ship
We ship 5 days a week, Monday to Friday.
To ensure Next Day or Overnight delivery, you must place your order by noon (12:00 pm EST). All Next Day and Overnight delivery requests made after 12:00 pm EST, will be shipped on the following business day.
All other orders will normally be shipped within 2 business days.
Time for Delivery
Any delivery date indicated during the checkout process for UPS or Canada Post shipment is only an estimate of the date on which your package will reach you. It does not constitute a commitment.
Total Diving will only refund shipping charges if the carrier has failed to meet its commitment to make delivery and has issued a full refund to Total Diving. A decision made by a carrier regarding any claim for refund is final.
Where We Ship
At the present time, we only ship to Canada. We're a Canadian scuba diving and water sport specialist.
Shipping to P.O. Boxes, Hotels & Forwarding Addresses
UPS cannot deliver to P.O. Boxes.
As for hotels, forwarding addresses and the like: Since we require each shipping address to match the billing address on any credit card used to make a purchase, it is very unlikely that we will be able to ship a credit card order to such locations. However, if you choose to pay by wire transfer, bank draft or certified check, we can ship to any deliverable address after our bank confirms receipt of your payment.
If you are in doubt, please contact us with your special request. You should also consult our terms of sale for conditions regarding order verification and accepted methods of payment.
How We Ship
Because we require a signature on delivery and because we want you to benefit from fast and reliable delivery, we use UPS for all our shipments outside Canada. For shipments within Canada, you can choose between Canada Post or UPS.
During the checkout process, you'll be offered various shipment choices, ranging from overnight air delivery to standard ground delivery.
Note to Canadians: When you ship with Canada Post, it normally takes longer to track a lost package or to be refunded for merchandise damaged in transit than is the case with UPS.
Term of Fulfillment
All merchandise purchased through this website is F.O.B. ("Free on Board") at our store in Montreal, Quebec, Canada. This means that our obligations for shipment are fulfilled once we have delivered the merchandise to a common carrier such as UPS and that title and the risk of loss or damage to that merchandise legally pass to you at that point. Accordingly, it is important that you verify that your home insurance policy covers you for "goods in transit".
Tracking Your Shipment
Simply go to My Account at the top right corner of every page on this website. You'll be able to see all of your past online and in-store orders and their status. Once an order is shipped, you'll see a tracking number that you can use to follow your shipment with Canada Post or UPS. Of course, if you prefer, you can also contact us and we'll be glad to give you that information.
Customs & Import Taxes
Orders shipped outside Canada may be subject to customs duties, import fees, brokerage fees, charges for VAT or additional taxes or other like charges when the package arrives in the country of destination. Requirements or restrictions relating to these matters may also cause some delay in delivery.
In many cases, UPS will offer to cover the brokerage fees at no charge when you select some express modes of shipment.
We are not responsible for, nor can we offer any specific advice on, such additional charges that you may incur when your merchandise arrives, and we cannot make refunds to customers who do not receive shipments because they have declined to pay these charges.
Please consult your local, regional or national government agency/agencies before placing your order and ask about these possible charges, so that you know in advance what your total charges will be.
A signature acknowledging delivery is required for all shipments, on receipt.
Packages shipped with UPS cannot be rerouted or picked up from UPS facilities. Someone must be present at the destination address to receive the package and sign for it.
Damaged or Gone Missing During Shipment
We package your merchandise carefully so that it arrives ready to give you years of enjoyable water sport adventures. However, we do not control what happens after it leaves our building. Therefore, for your protection, don't sign for merchandise until you've inspected it for damage and completeness of the order.
If you find damaged merchandise or if merchandise is missing, keep all of the original shipping packaging and take photos of the packaging to show the condition in which it arrived, as well as photos of the damaged merchandise inside.
Because we paid UPS or Canada Post for the shipment (we are the "shipper"), we may have to file any claim on your behalf. However, we can only do that if you provide us with all the information required by UPS or Canada Post. To do so, simply contact us while providing us with the following information:
the order number for the shipment with which you have a problem (under My Orders);
the tracking number (from UPS or Canada Post) for that shipment (click on "View Order" to get all the tracking numbers for each order).
To send us pictures, please zip them first so that you can send them all at once, in one compressed file.
We'll then file the claim with UPS or Canada Post on your behalf and keep you posted on developments.
Please note that UPS and Canada Post are likely to contact you and could even send an inspector to your location to verify the claim. They might also send you additional paperwork to fill out. Therefore, keep all original shipping material and received goods until you hear from us that your file has been resolved or closed. Until that occurs, please be patient with the process and cooperate with any requests you may receive for additional information. Both of these carriers usually take some time to process claims. We know it's annoying because you want to jump into the water with your equipment... But, fortunately enough, it is very, very rare that shipments get lost or damaged in transit.
Once everything is sorted out with UPS or Canada Post, we'll let you know whether you need to send the damaged equipment back to us and how we can proceed with the replacement of your order.
UPS and Canada Post will not give insurance refunds for damaged or lost merchandise unless the steps described above are followed, documented and approved by them and this can only be achieved with your collaboration. The decision made by a carrier regarding any claim for refund is final.
Returns & Exchanges
Find terms & conditions for returns & exchanges
Free Delivery Promotion
We regularly offer free delivery, in Canada, via Canada Post, provided that your order reaches a certain amount that will be listed during the checkout process. You will have a chance to add more products if you haven't reached the required minimum.