Shipping / Delivery Time - We ship all product from Canada. In-stock items typically ship-out 1 to 3 days after the order is submitted, and shipping time varies depending on which delivery service is selected at check-out. Items requiring production, may take 2-3 weeks additional time, depending on current volumes on back-order. UPS Ground Service is our recommended and preferred service. Total time from order submission to delivery is typically 5-7 days for in-stock items and 2-4 weeks for back-order/custom items. If delivery is delayed, we will communicate with you to keep you updated while we resolve any issues. Rush orders can be challenging, and delivery/shipping time is never 100% certain. Air shipping (1 or 2 day) is offered by UPS, but this time is in addition to time taken to prepare your order; we ask that you use caution on rush orders.
Returns / Exchanges / Refunds - We accept returns and will provide a full refund of the purchase price plus applicable taxes, provided the product and packaging is not damaged or used. We do not refund for shipping costs either to or from a customer location. For exchanges, please contact us to discuss the circumstances. You can return any product within 10 days from date of shipment except: when items have been damaged in any manner; or items which are special order such as custom color or size. If we sold or shipped the wrong item, we will cover all costs to remedy. All returns require advance communication with and approval by our customer service support staff. Items must be returned in resale condition with all documentation and packaging. If an item is damaged, we will pay for the return shipping, and arrange for replacement item(s) with no additional cost. Variations which are naturally occurring in materials are not considered defects. It is the responsibility of the purchaser to inspect goods at the time of delivery. If upon inspection of a shipment, the product itself is visibly damaged, call us while the driver is still there if at all possible. This will ensure that any damage occured prior to delivery. If items are returned freight collect, the product will be refused.
Warranty/Repairs - We do not officially offer a 'waranty', but if your item is damaged in some way, call us and we'll help to resolve. Occasionally clients have mailed items to us, for customer repair or changes, on a special order basis. Repair services will be negotiated.
Privacy - Your privacy is extremely important to us, and represents the corner-stone of our ethical standards and integrity as it relates to our 'online relationship'. Credit and personal data is not stored, and information related to your sign-in account (if you so choose) is stored on a classified basis to be used only by our company, to facilitate future business with you. All personal information submitted online is transmitted via a secure site (industry standard encryption). Confidential information will never be sold or given to third parties. We may share your address and phone number with shipping personnel of our suppliers in order to fulfill the delivery of your order. Under no circumstances will we supply sensitive information such as your credit card or email address to anyone outside of our company.
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