(613) 800-7661
Stonetown Supply
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SHIPPING, DELIVERY & RETURNS
PRODUCT RETURNS
All products** can be returned within 30 days of delivery, provided they are unused and in the original packaging. Please use the chat bubble at the bottom of the page to start a chat. Select "Request a Return or Report Damaged/Missing Product", you will be asked for information such as your order number, product description and reason for return to start the process. You may be asked to provide pictures of all products to be returned.
You are responsible for any return shipping cost. Your return request will be processed within 1-3 business days and your credit will appear within 10 days on your original method of payment.
**Any product marked FINAL SALE cannot be returned.
ORDERS SHIPPED TO PICKUP FACILITIES
Sometimes a courier service will attempt delivery to your address and no one is home. In some situations a courier will leave a note and bring your order to a local pickup facility. Most couriers will hold onto customer orders for 5-7 business days. If an order remains unclaimed it will be shipped back to ChefEquipment.com at the customer's expense.
SHIPPING RATES
Free shipping on orders over $99 after discounts and before taxes, exceptions apply.
$15 shipping charged on orders below $99 (before tax), exceptions apply.
EXCEPTIONS FOR SHIPPING RATES
Orders for remote areas of Canada, including some northern sections of the provinces and all Territories (Yukon, NWT and Nunavut) are not eligible for our standard shipping rates. Regardless of order size, shipping charges will apply. Remote locations are determined by postal code. You will be contacted by our customer service team with a shipping cost for your order.
DELIVERY TIMES
3-7 business days from placing an order to delivery. Exceptions apply: 1. If indicated on the product page. 2. If you are considered a remote location (based on postal code). In the event an item on your order becomes unavailable, you will be notified by email, and we will provide options on how to proceed.
DELIVERY AND SHIPPING COMPANIES
We use multiple delivery companies that offer short and reliable delivery times. The carrier we use will depend on the products that you have purchased.
DELIVERY LOCATIONS
We ship from Canada to anywhere in Canada. And we mean anywhere in Canada. But we do need a street/shipping address, we cannot deliver to P.O. boxes.
DELIVERY OF LARGE ITEMS AND EQUIPMENT
Our delivery companies offer door-to-door delivery service only. That means they will deliver to your door and no farther. You are responsible for bringing the large items and/or equipment inside the building and putting it in place.
Please refer to our Equipment and Large Item Delivery Check List before confirming your order.
MISSING ITEM(S)
Your products may come from multiple warehouses or in some cases directly from the vendor. Therefore, your order may arrive as several packages, not necessarily on the same day. If you think you are missing anything from your order, please check your order tracking for additional details or contact us by live chat.
DAMAGED OR DEFECTIVED ITEM(S)
If your order arrives damaged or defective, please, do not accept the order. Please use the chat bubble at the bottom of the page to start a chat. Select "Request a Return or Report Damaged/Missing Product", you will be asked for information such as your order number, product description and reason for return to start the process. You may be asked to provide pictures of all products to be returned.
We will do our best to make things right. If you do accept the order before you realize there is damage to all or part of your order, please start a chat as soon as possible. Keep everything, including any damaged materials, packaging and shipping carton/box until we have resolved the issue. When you start the live chat, have your order number, details of what is broken/damaged and a photo of all damaged goods, ready to share with us.