Shipping & Returns

Shipping Policy

Remote Area Shipping

Certain remote areas within Canada have limited delivery service and this results in a high shipping cost. These areas do have competitive rates with either Purolator or Canada Post that you can take advantage of. These areas include: Yukon, Northwest Territories, Nunavut, and the following postal codes:

• British Columbia: V0C, V0J, V0P, V0T, V0V, V0W, V0X, V0T, V8J, V8G, V8C, V1J, V1G
• Alberta: T0H, T0P, T0K, T0L, T8S, T0A
• Saskatchewan: S0J, S0M, S0P, S9X, S0E, S0L, S0N, S4H, S0C, S4A
• Manitoba: R0B, R0L, R8N, R8A, R9A
• Northern Ontario: P0L, P0T, P0V, P0X, P8T, P0W, P0Y, P9N, P8N, P9A, P5N
• Quebec: G0G, G0W, G0X, G4T, G8P, G0V, G0T, G0H, G5B, G0C, G4X, G0C, G0J, G5J, G4W, G0E, G5H, G0K, G5R, G0L, G5T, G5A, G8M, G8J, G8L, G8K, G8H, G8N, G7P, G7N, H0M, J1T, J0A, J1Z, J5V, J3T, J6E, J0R, J8C, J0T, J0K, J9L, J9E, J9P, J9T, J9Z, J0M, J0W, J0X, J0Y, J0Z
• Newfoundland & Labrador: A0K, A0P, A0R, A2V

How We Ship

Most orders less than 75 lbs are shipped with Canpar. Orders over 75 lbs, or oversized products, are shipped by common carrier freight. Freight customers must accept the order and offload it.

Shipping Policies

Shipments are delivered Monday to Friday, between 9am and 4pm local time. In some cases, smaller shipments made by courier may be 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. If your order is shipped by common carrier, the carrier can call you in advance to arrange a delivery time, however there is a $25 charge for this service. The trucking company will not unload your shipment, you must have people there to unload the order. Please ask your Account Manager for an estimate of how many people you will need to help unload your shipment. Please make sure that your property is accessible by a 53ft truck and trailer. 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.

Canpar & Freight Delivery

Canpar and freight rates are calculated by weight and/or per package. We calculate shipping costs as soon as your total order is complete. Canpar can leave packages at door steps. However, freight customers MUST be present to accept the order and offload. Or arrangements need to be made to have someone at the designated location to accept the order and offload it. Please check your order carefully upon delivery. Note: Flatbed deliveries can be arranged for large orders. Depending on location we can organize for a flatbed truck with a forklift. Deliveries can only be made to locations with a street address and with a postal or zip code. We cannot deliver to PO boxes.

Return Policy

Due to COVID-19, we will not be accepting returns until June 1. All manufactured (including custom orders), clearance, and online-only items are final sale and cannot be returned.

Satisfaction Guaranteed

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.

Return Instructions

Please call your Account Manager at 1-800-461-3362. 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 1-800-461-3362. If you have not noted the damages on the bill of lading or with Canpar then we will be unable to issue credits or exchanges.

Stable Comfort Shipping Policy

Promat Inc. has built relationships with trucking companies in order to provide you with the best freight rate possible. Unless otherwise discussed, your freight rate includes one hour of unloading time, and you, the customer, are solely responsible for a pallet cart and forklift/tractor for unloading. The product is delivered on a 53' long transport truck & trailer, and the driver is not required to assist in unloading the product. It is recommended that you have access to a pallet cart and forklift/tractor rated to a minimum of 4,500 lbs. You may use alternative methods of unloading, provided that the unloading is completed within the one hour time allotted and the method(s) are approved by either Promat Inc. or the freight company involved. Any extra fees charged by the freight company for alternative methods (lift gate, extended wait time, etc.) are the responsibility of the customer.