Shipping and Return Policy
Remote Area Shipping
Certain remote areas within Canada have limited delivery service and this results in a high shipping cost so doesn’t qualify for free freight offer. These areas include Yukon, Northwest Territories, Nunavut. If you live in one of these areas, please email email@example.com or call our customer service toll free at 1-877-383-3623 M-F 9-4pm PST and we will see what freight options and get a freight quote.
How We Ship
Most orders under 100lbs will ship Canada post. Orders over 100 lbs, multiple boxes or oversized products, are shipped courier or by common carrier freight. Freight customers must accept the order and offload it.
Shipments are delivered Monday to Friday, between 9am and 4pm local time. In some cases, smaller shipments made by courier maybe left at your door. A note indicating that they may do so may be required. Please note that larger shipments made by common carrier require a signed acknowledgement of receipt. Please check your order carefully upon delivery. Customer must sign a bill of lading; the trucking company will not reimburse for damages if it is not marked on the bill of lading. PLEASE MARK ON BILL OF LADING IF THERE ARE DAMAGES and CALL OUR OFFICE WHILE TRUCKING COMPANY IS STILL ON SITE.
Freight rates are calculated by DIM and weight. We will calculate shipping costs by next business day once your order is submitted. For freight promotion Freight customers need to provide an in-town business address with regular receiving hours and a forklift or loading dock capable of handling pallets up to 4000lbs. Or your order can be shipped to our freight providers closest Depot for you to pick up. If your order is to be shipped by common carrier, and you require a delivery appointment, advance notice or power tailgate service please let our shipping staff know so this can be noted on the bill of lading and arrange can be made at delivery time, there will be additional charges for these services. The trucking company will not unload your shipment, you must have people there to unload the order. Deliveries can only be made to locations with a street address and with a postal or zip code. We cannot deliver to PO boxes. Please check your order carefully upon delivery
When will my order ship?
Standard product orders usually ship within 24 to 72 hours (you will be informed if otherwise) if all items in the order are available. Many of our equipment solution products are made to order so allow 3-6 weeks for delivery. If you have a special requirement, let us know and we will certainly try our best to accommodate your needs. If items are backordered, a follow-up email will be sent to you with an estimated time of delivery.
What shipping methods are available?
Standard ground shipping is our main mode of transport; most deliveries are shipped by Canada Post or Courier. In some circumstances, your order will be shipped by common carrier due to weight, size, and destination of the items ordered.
Can I pickup my order locally?
Yes we offer local pickup at our Langley BC warehouse by appointment only. Please us the promo code 'localpickup' at checkout so shipping charges will not apply to your order than email firstname.lastname@example.org or call 1-877-383-3623 Ext 2 to arrange for an appointment pickup.
What are the shipping rates?
Shipping rates are determined by weight, size, and destination. We try to source the best rate for you.
How do I track my package?
Once your package has been shipped, a tracking number will be provided on your shipping confirmation email. Orders shipped by Canada Post or courier can be tracked via the delivery provider's website. Please note that after your order has been shipped, it may take 24 to 48 hours for the courier to update the tracking information. To track a common carrier shipment, please call our customer service team at 1-877-383-3623 Monday to Friday from 9am to 4pm PST.
Can I refuse a package if it is damaged?
Yes. However, if you have already accepted the package, please call us at 1-877-383-3623 within 48 hours of delivery to ensure a prompt exchange. If you have not written on the bill of lading that there are damages, then we will not be able to exchange or return your product.
A copy of the customer receipt and original packing slip must accompany all returns. If returning by mail, customer pays return shipping. A refund will be issued only to the original credit card, or a gift card can be issued. All clearance items are final sale and cannot be returned. The product to be returned must be in its original condition and in its original packaging.
All returns must be made within 30 days of original purchase. A 20% restocking fee will apply after 30 days (up to 60 days). If 60 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Opened and used products
There are certain situations where only partial refunds are granted
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to the original credit card used or original method of payment, credit to your account, or gift card.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale clearance items
Only regular priced items may be refunded, unfortunately sale clearance items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us an email at firstname.lastname@example.org
Please call our Customer service at 1-877-383-3623 or email email@example.com to make arrangements for returns. Use the original packaging or a strong corrugated carton to ship. Include the customer receipt and original packing slip, then pack and tape your package securely. Please indicate reason for return on the invoice. Damaged items and shortage claims please report damaged or missing items within three days of delivery by calling toll free 1-877-383-3623. If you have not noted the damages on the bill of lading or with the shipping company driver then we will be unable to issue credits or exchanges.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you ship an item to us COD the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase. Your purchase will be refunded by way of reversing your original transaction. For purchases made on account, a credit note will be issued on your account. For credit card purchases, a credit card credit note will be issued. For fast, easy returns, keep your receipt. It not only ensures that you get the proper credit for your purchase, but it also helps our associates process your return quickly.