General Shipping Policy
Please note that we cannot ship to a P.O. Box. You must enter a street address before placing your order.
For some locations, two shipping options are available: standard and express. Since the latter involves air transport, some items cannot be sent according to this delivery method. Items containing hazardous or regulated materials, as well as oversized or heavy items must be shipped by freight carrier.
Heating appliances are delivered via truck. The curbside delivery service is limited to your driveway. The driver will deposit the items at the front outside entrance of your residence (garage, porch, shelter) that you have determined. The driver and his truck must have reasonable access to your entrance. The driver will take your delivery off the truck for you, but you will be responsible for bringing it where it needs to be put on your property. This service does not include setting up or assembling items or removing packing materials.
For heaters, the delivery terminal will contact you when your item arrives to schedule a delivery appointment. Deliveries are made between 8 am and 5 pm Monday through Friday and will be scheduled as a 4-hour window. Upon delivery, please inspect your item(s). Unless you advise us otherwise, you will need to sign the delivery note. Please note any damage to the item or packaging on the delivery receipt. For any delivery refusal due to damage, please note the explanation on this receipt. General rule, a signature is required for all deliveries. The driver is not able to complete the delivery without a signed acknowledgment from you.
Transportation may sometimes be impossible or more expensive (for example, in remote, hard-to-reach areas or outside of Canada and the US). We reserve the right to advise you of the additional shipping or handling charges required for the delivery of your order after the purchase of items online. If you receive a notice of additional fees, you also have the right to modify or cancel your order for a full refund without any penalty. Regions subject to surcharges include, but are not limited to:
- US Territories or Protectorates (US Virgin Islands, Puerto Rico, Guam, etc.);
- Alaska and Hawaii;
- Yukon, Nunavut and the Northwest Territories of Canada;
- Anticosti Island.
Estimated Shipment Times
If your order is placed before noon Eastern time (EST), you can expect items to ship within 2 business days.
Shipping & Order Confirmations
Shortly after placing your order, you will receive a confirmation email stating that we have received it. Thereafter, you will receive a second email when it is shipped.
Shipping of unavailable items
We proudly boast excellent fill rates, but occasionally, some items are unavailable. If the item you need is unavailable, an estimated date of delivery will be communicated to you. You will be able to place your order and we will deliver your item at the date promised. If you order multiple items at the same time, they will be automatically grouped. Their delivery date will be the date of the item with the latest estimated ship date. If you wish to have some items delivered immediately, we recommend that you make two separate transactions. Thus, the available items will be delivered immediately and those out of stock at a later date that will be communicated to you.