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SHIPPING & RETURNS

Shipping charges are available during checkout and are based on your order and FOB our Kelowna, BC warehouse. All shipping charges are in Canadian Funds and do not include applicable taxes and fees. Total amounts will be available prior to credit card processing. See below for exceptions.

At this time, Canadian Restaurant Supply Ltd. (“CRS”) only ships within Canada to Canadian Addresses.

Prepaid Shipping: Shipping to any province for orders $300 or over is FREE! Otherwise shipping is $25 Flat Rate. Overweight/oversized items and remote areas do not qualify. For C.P.S. customers, the minimum order amount for free shipping is $400, otherwise shipping is $20 flat rate, equipment and appliances not included.

* Delivery to Ski Hills available during Ski Season only. Pickup at nearest depot otherwise.

** Qualifying order amount is before any other fees or taxes. Does not include Dangerous Goods fee. See Below.

*** Freight to Yukon, Northwest, and Nunavut Territories must be quoted freight prior to orders being processed. Freight quotes will be emailed for approval prior to processing your order.

Carrier

The majority of our orders are shipped via Loomis Express, Purolator, or other common courier. CRS reserves the right to determine the shipping method, based on factors such as destination, product, size, weight, etc. Due to the extra costs involved when shipping with Canada Post, CRS will not ship using Canada Post as the carrier for our regular shipping service and therefore can not ship to a PO Box, Rural Route address, or any other address restricted by Canada Post. Physical street addresses will be required for all shipments.

If you prefer an alternate carrier for your package, please call us at 250-979-1442 to place your order, or contact us on our contact page. Please note that our staff will need to calculate your actual shipping costs which will be applied to your order. Note: No liquid or Dangerous Goods products can be shipped with Canada Post or UPS.

We cannot guarantee delivery by or after a certain hour of the day, or with a phone call prior to delivery, without charging an appointment fee. Weekend delivery may be available depending on the carrier and your location for an extra charge. CRS requires a signature for all deliveries and will not direct the courier to drop off any packages. For consignees that specify directly to the courier that no signature is required for delivery or drop off, neither CRS nor the courier will be liable for lost, stolen, or damaged shipments.

Services

Service only includes delivery to your curb, threshold, or loading dock (or the nearest courier depot for remote areas). Other services including, but not limited to, unpacking, moving indoors or upstairs, assembly, setting in place, installation, electrical, gas and/or plumbing hookup, etc., are not included in the provided delivery service. Any extra fees or charges are the responsibility of the consignee (the receiver of goods).

Turn around time

Orders will usually leave our warehouse in 1-4 days with the majority shipping the next business day. In the event of an unavoidable delay, you will be contacted by email. Please note that the date you can expect to receive your purchase is determined by the method of shipment and where your parcel is being shipped to. At this time we are only set up to ship within Canada. Items with the availability of “Special Order” can take approximately 2-8 weeks for delivery, depending on the manufacturer. Estimated lengths of transit times for shipping orders are giving during the checkout process. At CRS’ discretion, some items may be shipped direct to you from the manufacturer, to avoid or shorten delays and/or decrease shipping time.

Extra Charges

Remote areas, including off season ski hills, may not qualify for prepaid freight, and deliveries to construction sites may be subject to a construction site delivery fee. Saturday deliveries, appointment deliveries (set at certain times or having the driver "call-ahead") will also be subject to extra fees, and may not be available in your area. CRS will contact you prior to processing your order in any of these cases.

Dangerous Goods

Products classified as Dangerous Goods by Transport Canada will have a $20 Dangerous Goods fee added to the order, regardless of the qualification for prepaid shipping. This fee is only charged once per order, regardless of how many dangerous goods are purchased. This fee will not be charged on orders that are specified as Customer Pick Up in our Kelowna, BC showroom.

Customer Pick Up

This optional service allows you to place your order on our site, and have it held at our Kelowna, British Columbia warehouse for pick up. Pick Up Service selection may be made during check-out on our website, is available only to users with an address in British Columbia, and will not be subjected to any shipping fees. Most orders will be ready within a couple of hours (during normal business operating time). We will notify you via email when your order is ready for pickup, or if there are delays such as back ordered items. Pick-Up orders are paid online with Visa or MasterCard and payment will be processed once the order is ready for pickup. Invoicing will occur when you pickup. If the order is not picked up on the same day as the payment is processed, then the payment will be applied to the order as a deposit. Your order will be held for 30 days once it is ready. If your order is not picked up after 30 days, we may automatically cancel your order, apply any applicable restocking fees and refund the difference.

Stock Availability

Products reported as Available Online Only are not stocked at our Kelowna, BC warehouse and will be stocked by the manufacturer at their Canadian warehouse. These products will be shipped direct to you instead of from our warehouse. Occasionally, the manufacturers may not report proper stock levels and back order situations may arise. In these cases, CRS will contact you with the shipping ETA. Ordering for these products is only online or by phone, but we will also ship to our CRS warehouse for customer pickup.

Products reported as Available In Stock will be stocked at our Kelowna, BC warehouse and will ship from there. In some cases, CRS may still ship direct to you from the manufacturer, if it will save time, or due to insufficient quantities available.

Products reported as Out of Stock are usually stocked at our Kelowna, BC warehouse but are currently experiencing depleted stock levels. You may place your order now, but the product will not ship until the stock is replenished at our warehouse. In some cases, CRS may have the product shipped direct to you from the manufacturer to save time.

Backorders

Occasionally we run into Out of Stock situations because of supply fluctuations. If we happen to be out of stock on any item, we will ship the rest of your order immediately and backorder the out-of-stock item(s). When we ship your back ordered items, there will be no additional shipping costs. This does not apply to Special Order or Overweight/Oversized items. The ETA for Out of Stock products is generally up to 30 days, depending on our normal cycle orders and manufacturer minimums, with most products being replenished between 7 and 14 days.

Please Note: In cases where the amount of either backordered product or available product is less then than shipping costs, your whole order may be held while awaiting for the backordered product to arrive. In these cases, we will email you with an ETA for the whole order. Orders shipping with free freight may or may not be subject to this hold.

Please Note: Shipments to remote areas or to the Territories and will ship complete once all items are available.

Please note: if any glass or ceramic item that is only sold in case packs is showing a partial backorder, we will not ship the partial case due to increased potential breakage from a case that’s already been opened. We will backorder the full case and ship, no extra charge, when the backordered items arrive.

Please note: if any part of your back order is delayed, for example, our distributor is out of stock as well, we will contact you with an estimated time of when the item will be back in stock, and to find out if you would prefer to have the item shipped to you when it is in stock, at no additional charge. If you have placed your order online and do not want the out-of-stock item to be back-ordered then we will refund your credit card for the amount of the item and adjust your shipping charges if necessary. Most back orders items will take about 2 to 3 weeks to arrive at CRS.

Please note: we may, at our discretion, automatically cancel backordered items if the ETA is longer than 30 days. We will inform you via email whether or not any items will be automatically cancelled prior to shipping your order.

Damaged Goods

When your shipment arrives, please inspect thoroughly for any damage. If there is any damage to the package or your goods, please write “Damaged” on the shipping slip above your signature, and call us immediately to initiate an insurance claim with the courier company. Shipments sent via Loomis have up to 48 hours after the time of delivery to make a claim for damages goods. Canada Post is within 72 hours to make a claim. Other couriers may differ in their deadlines, some as low as 24 hours. If you do not sign for damaged goods as “damaged”, CRS may not have any recourse to file a claim for damages with the courier and will not be able to replace or repair goods damaged in shipping. If your order was shipped collect, you will need to file the claim for damages with your freight company.

Please note: As no courier company insures glass or ceramic items, we will endeavour to make certain that your items are extra carefully wrapped and packaged; however, all shipped glass and ceramic items are final sale, and shipped at your own risk.

Responsibility

CRS assumes no responsibility for delays or extra shipping charges incurred due to improper addresses, including but not limited to, giving the wrong or incomplete address, wrong postal code, etc. If any order is returned to CRS as refused, unclaimed, or undeliverable, your order will be returned and only the portion of your order, excluding any return shipping charges or any fees, such as restocking fees, will be refunded. If refusal of delivery is due to obvious damage, then no extra shipping charges would be levied.

Returns

We understand that making a purchase online or through the mail can sometimes mean you receive something that was not what you were expecting. Therefore, if you are not satisfied with any part of your purchase, please contact us at 1-877-722-2775 to obtain a Return Authorization. Returns made without a Return Authorization will be refused from the courier at our warehouse and returned to you at your expense. Except in unusual situations, CRS is not responsible for return shipping charges. If items are returned as billed collect to CRS, the shipping charges will be deducted from the refund or credit amount. As Used, Clearance, Equipment Specials, and Special Order items are deemed Final Sale, they are not eligible for returns. Product that has been opened and used, or product that was special made or cut, will not be eligible for return. A restocking fee of 25% will be assessed and deducted from the value of the returned items. For orders that are automatically returned by the courier because they were unable to deliver and packages were not claimed at courier depots, they will be subject to the same restocking fees as well as extra freight charges for the return trip.

Please note: We cannot process refunds until we have received the product back in good condition. If you are shipping something back to us because you have discovered that it does not meet your needs, we do ask that you choose a safe method of shipment and ensure the product is properly packaged. This is an important step in ensuring that your refund can be processed effectively.


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