Shipping policy

Our Promise

Free Shipping. Every Order. No Exceptions.

Every order placed on PINNACLE ships free — to Canada, the United States, and select international destinations. No minimum purchase. No conditions. No codes. The price you see is the price you pay.

Order Processing

We process and prepare every order for dispatch within 24 hours of placement. Most orders ship the same business day they are received. Our maximum fulfillment time is 48 hours.

Once your order ships, you will receive a confirmation email with your tracking number. Tracking is activated within 24 hours of dispatch.

Orders placed on weekends or public holidays are processed on the next available business day.

Delivery Timelines

Estimated delivery times from the date of dispatch:

Estimates run from the date of dispatch, not the order date. While the large majority of orders arrive within these windows, carrier delays, customs processing, and regional factors can occasionally affect delivery times.

Order Tracking

Every PINNACLE order ships with full tracking included. Your tracking number is emailed to you as soon as your order is fulfilled. You can monitor your shipment at any time on our Track Your Order page.

If you haven't received a shipping confirmation within 48 hours of placing your order, check your spam folder first. If it's not there, reach us through our Contact page with your order number and we'll locate your shipment immediately.

International Orders & Customs

PINNACLE ships internationally from Canada. For orders delivered outside Canada, customs duties, import taxes, and related fees may be assessed by the destination country's customs authority upon arrival.

These charges are the responsibility of the recipient and are not included in the product price or our free shipping offer. PINNACLE has no ability to predict, control, or waive customs fees — they are determined entirely by the destination country's regulations.

If a package is refused at customs or returned to us due to unclaimed duties or failed delivery attempts, we will contact you to discuss next steps.

Lost or Delayed Packages

If your order has not arrived within the estimated delivery window, start by checking your tracking information for the most recent carrier update. Delays in transit are sometimes not reflected in real-time tracking.

If your tracking shows no movement for more than 5 business days, or your delivery window has passed by more than 3 business days, contact us through our Contact page with your order number. We will open an investigation with the carrier on your behalf.

If a package is confirmed lost by the carrier, we will arrange a replacement shipment at no additional cost to you.

Incorrect Address

Please ensure your shipping address is accurate at checkout. If you realize your address is incorrect, contact us immediately through our Contact page. We process orders quickly and cannot guarantee changes after fulfillment has begun, but we will do everything possible before it ships.

PINNACLE is not responsible for orders delivered to an address entered incorrectly at checkout.

Questions About Your Shipment

We respond to every inquiry personally — no automated replies, no bots. Reach us through our Contact page and we'll respond within one business day.