Shipping & Returns

Last updated: October 18, 2026

This page explains how [[store_name]] ships orders, what to do when they arrive, and how returns and refunds work. Please read it before you order, especially because large appliances are delivered differently from small items.

Shipping

Where we ship

We ship to addresses in the Canadian provinces. At this time, we do not ship to Quebec, Yukon, the Northwest Territories or Nunavut, and we cannot deliver to PO boxes. All prices are in Canadian dollars (CAD).

Processing and delivery times

Our estimated delivery time is [[delivery]] from the date your order is confirmed. The estimate shown on each product page and at checkout is a guide, not a guarantee. Delivery can take longer because of stock, the carrier, the weather, holidays or where you live. We will tell you if we expect a significant delay.

Shipping cost

Orders of $[[free_shipping_min]] or more qualify for free shipping to eligible addresses in Canada. For other orders, the shipping cost is shown at checkout before you pay. Free shipping does not include optional services such as inside delivery, installation or removal of packaging, unless we say so on the product page.

Shipments from different locations

Many of our products ship directly from the manufacturer, our suppliers or their warehouses. If you order more than one item, your order may arrive in separate shipments, on different days, and from different carriers. You will not be charged extra shipping for this.

How large appliances are delivered

• Large items (such as ranges, refrigerators, dishwashers, coolers and ice makers) usually ship by freight on a pallet or in a crate.
• The carrier will contact you to arrange a delivery appointment. Please answer their call or email promptly. Someone aged 18 or over must be there to receive the delivery and sign for it.
• Large appliances are normally left at the curb or the edge of your property. The driver does not bring them inside, unpack them, install, level or connect them, or take away the packaging.
• Some brands include in-home delivery. When that is the case, it is shown on the product page, and limits on stairs, helpers, and extra services set by the carrier may apply.
• Before you order, please measure your doorways, hallways, stairs and the space where the appliance will go.
• If you miss your appointment, cannot accept the delivery, or ask for extra services, the carrier may charge fees (for example, redelivery or storage). These fees are your responsibility.

How smaller items are delivered

Smaller items (such as range hoods, small appliances and fixtures) usually ship by parcel carrier. A signature is not always required, and the carrier chooses where to leave the parcel, usually at the front door.

Tracking

When your order ships, we email you the carrier and tracking details where they are available. Freight carriers will also contact you directly to schedule delivery.

Check your delivery and report damage within 24 hours

• Look over the packaging and the product before the driver leaves, if you can.
• If the box or crate is clearly damaged, write "package damaged" on the delivery receipt before you sign, take photos, and tell us. If the damage is serious, you should refuse the delivery.
• If you notice damage, missing parts or the wrong item after the carrier has gone, you must contact us within 24 hours of delivery. Email [[email]] with your order number, a description, and clear photos of the product, the packaging and the shipping label.
• Keep all of the original packaging until your claim is settled.
• We will arrange a repair, a replacement or a refund, depending on the problem and on what the manufacturer and carrier allow. Claims reported after 24 hours may not be accepted. This does not limit your legal rights.

Changing your address

Please check your delivery address carefully when you order. Once an order is being prepared or has shipped, we may not be able to change the address, and if we can, the carrier may charge a fee.

Refused or undelivered shipments

If a shipment is refused without valid cause (for example, because of a change of mind), or is returned to us because the address was wrong, nobody was available, or the delivery was not accepted, we treat it as a return. The return shipping cost and the restocking fee in the Returns section below apply, and the original shipping cost is not refunded.

Returns and refunds

30-day returns

You can ask to return most products within 30 days of delivery, as long as they meet the conditions below. Your return must be approved by us before you send anything back. Because we work with different suppliers and manufacturers, some return details, such as which items can be returned and the restocking fee, depend on the brand. We tell you exactly what applies before you ship anything.

Conditions for a return

• The item is new, unused and not installed.
• It is in its original packaging, including the box, foam, pallet and any protective materials, and is protected well enough to travel.
• It includes all parts, accessories, manuals and paperwork.
• You can give us your order number.
• Photos may be requested. A return can be refused if the item is not in the condition described.

How to start a return

1. Email [[email]] within 30 days of delivery. Include your order number, the delivery date, the item, and why you want to return it.
2. We will reply with a return authorization, the restocking fee that applies, and instructions. We arrange the return pickup or tell you where to send it.
3. Do not ship anything back before you have our approval. Returns sent without approval may not be accepted or refunded.

Restocking fees

If you return an item because you changed your mind, a restocking fee applies. The fee covers what our suppliers and the manufacturers charge us to take items back. It depends on the brand, and we confirm the exact amount before you ship anything, so you can decide whether to go ahead. The fee is taken out of your refund.

No restocking fee applies when the item is faulty, damaged or not what you ordered.

Return shipping

If you return an item because you changed your mind, you pay for the return shipping, and we arrange it for you at the carrier's rate. If the item is damaged, faulty or not what you ordered, we pay for the return.

Refunds

• We issue your refund after the warehouse has received, inspected and processed the returned item. You will get an email when it has been processed.
• The product has to come back to us to qualify for a refund. If an item is not returned, or you refuse to send it back, no refund will be issued.
• Refunds go back to the original payment method. Once we have processed one, it can take up to 72 hours to show on your statement, and sometimes a little longer depending on your bank.
• Restocking fees and, for change-of-mind returns, the return shipping cost are deducted from the refund. Original shipping charges are not refunded unless the return is our error.
• If you paid with a buy-now-pay-later service, the refund is handled through that provider, and its timing and rules apply.
• Taxes are refunded in proportion to the amount refunded.

Items that cannot be returned

• Items that have been used, installed, changed or damaged after delivery.
• Items missing their original packaging, parts or accessories.
• Special-order or custom items, and clearance or final-sale items, when this is shown at the time of purchase.
• Accessories and replacement parts (such as filters, trim kits, burners and line sets), unless they are faulty.
• Items for which we cannot confirm an order number.

Exchanges

We do not exchange items directly. If you want a different item, return the original within 30 days under this policy and place a new order.

Cancelling an order

You can cancel an order that has not shipped by emailing us as soon as possible, and we will refund it in full. After an order has shipped, a cancellation is treated as a return, and the terms above apply.

Faulty products

If a product stops working after you have started to use it, the manufacturer's warranty applies. See our Warranty page. We will help you start a claim.

Prices and promotions

Prices cannot be adjusted or refunded because of a later sale, a lower price somewhere else, or a promotion that starts after your purchase.

Payment disputes

If there is a problem with your order, please contact us before you start a chargeback or payment dispute with your bank. We are happy to work it out with you, and it is usually much faster.

Your legal rights

Nothing on this page limits the rights you have under consumer protection and sale of goods laws that apply where you live.

Contact us

[[legal_name]] o/a [[store_name]]
Phone: [[phone]]
Email: [[email]]
Hours: [[hours]]