Dispute Resolution Policy

At ENVEE, we are committed to resolving issues efficiently and fairly. When a customer reports a missing, damaged, or incorrect item, an official investigation begins once our support team issues a Manual Resolution Ticket ID. From that moment, a 14-business-day investigation window is activated, during which we carefully review all relevant details in collaboration with our logistics partners.

We require customers to engage in good faith throughout this process. This includes communicating with our support team and cooperating with the shipping carrier when necessary. Initiating a bank chargeback while an active investigation is ongoing will automatically suspend our internal resolution process, as the financial institution assumes control over the case and the associated funds

ENVEE utilizes a comprehensive verification system to ensure the accuracy and integrity of every order shipped. In the event of a claim involving missing items, we conduct a detailed multi-point fulfillment audit designed to validate the order at multiple stages of the shipping process.

This includes a mass-balance weight audit, where the recorded intake weight from the carrier is compared against the calculated weight of the items and packaging. If the difference falls within standard packaging tolerances, the shipment is considered complete and accurate at dispatch.

Additionally, we review high-precision GPS delivery data provided by the carrier. If this geolocation data confirms that the package was delivered to the exact coordinates of the address provided at checkout, the delivery is considered successfully fulfilled. These verification methods allow us to maintain a high level of accuracy and protect both our customers and our operations.

ENVEE takes payment disputes and fraudulent activity very seriously. Our goal is to maintain fair pricing and a secure shopping environment for all legitimate customers. Filing a chargeback for an order that has been verified through our audit systems—including confirmed weight accuracy, shipment records, and GPS delivery data—may be classified as “friendly fraud.”

In such cases, ENVEE will actively contest the dispute by submitting detailed evidence to the issuing bank. This may include IP address verification, shipping documentation, order confirmation records, and acknowledgment of our policies at the time of purchase.

If a chargeback is determined to be invalid and remains unresolved, ENVEE reserves the right to escalate the matter by transferring the outstanding balance to a third-party collections agency in order to recover financial losses resulting from policy abuse.

Any disputes that cannot be resolved through our internal process will be handled through binding arbitration. By completing a purchase with ENVEE, you agree that any legal disputes will be settled exclusively through arbitration proceedings held in Calgary, Alberta. You also waive the right to participate in any class-action lawsuit against ENVEE or its affiliated entities.

This agreement is governed by the laws of the Province of Alberta, Canada, and all legal interpretations will be conducted under this jurisdiction.