Returns and Warranty — How We Handle Issues in Canada
Returns & Warranty — How We Handle Issues (Canada)
EN/FR Support
Parcel & LTL
Clear Steps
Straight talk: Report problems fast with photos + order number. We fix carrier damage and our mistakes. Used or custom-printed items aren’t returnable unless defective.
1) Return window & eligibility
- Return window: request within 30 days of delivery.
- Condition: new, unused, in original packaging with all parts/hardware.
- Proof: order/PO number and photos (item, label, issue).
2) How to start a return/exchange
- Go to Contact Support or reply to your order email.
- Include: order/PO, item SKU, qty, problem summary, photos.
- We’ll confirm next steps (replacement, exchange, return label, or pickup for LTL).
3) Damaged in transit (parcel/LTL)
- At delivery: count cartons/pallets; note visible damage on the carrier slip/BOL before signing.
- Report within 48 h: send photos of the box/pallet, label, and damaged item.
- Resolution: we replace/credit and handle the carrier claim. Keep packaging until we advise.
4) Wrong/short/over shipments
- Wrong item: we send the correct item and a prepaid label/pickup for the wrong one.
- Short shipment: we ship the missing quantity or credit you.
- Over shipment: tell us; we’ll arrange pickup or offer to keep at adjusted price.
5) Warranty coverage & timeframe
| Category | Typical coverage | Examples |
|---|---|---|
| Traffic cones/posts | Defects in materials/workmanship on arrival | Split seam out of box; base won’t seat |
| Barriers/belt posts | Hardware/cassette defects on arrival | Belt won’t retract; cracked foot at delivery |
| Reflective signs/boards | Print/laminate defects on arrival | Peeling sheeting out of box |
| Solar warning lamps | DOA electronics on arrival | No charge/flash 24 h after full charge |
| Cable protectors | Hinge/mold defects on arrival | Warped section on delivery |
Normal wear (UV fading, scratches, salt corrosion, battery capacity loss over time) isn’t a defect. If the issue shows up immediately on delivery, we’ll make it right.
6) What’s not returnable
- Used/installed items (unless verified defective on arrival).
- Custom-printed or made-to-order products (your logo/text), unless we made an error.
- Cut-to-length goods (chains, tapes) unless defective out of box.
- Clearance/final sale items (marked at checkout).
7) Refund timing & restocking
- Refund timing: once returned items are inspected, refunds post to the original payment method (bank/card timing applies).
- Restocking: up to 15% on buyer’s remorse or non-defective returns to cover inspection/repacks.
- No restocking on our error or carrier damage.
8) Packaging & return shipping
- Use original packaging when possible; include all parts/hardware.
- For pallet/LTL returns, re-stack and strap; we’ll arrange pickup if we issued a return.
- Buyer pays return freight for remorse/selection changes; we pay for defects, our errors, and carrier damage.
9) EN/FR notes & contact
- EN/FR support: we can handle returns in English or French. Documents available upon request.
- Start here: Contact Support — include order/PO, photos, and your preferred resolution (replace, exchange, refund).
10) Policy & legal notes
This page summarizes our returns and warranty approach. It is informational and not a contract. Where an order confirmation, quote, tender, or written agreement sets different terms, that document prevails. Items must be returned in resalable condition unless defective on arrival. Damage-in-transit claims require timely notice and photos. All amounts in CAD.