Receiving Your Order:

• Count the cartons you receive and compare this to the Bill of Lading (for LTL delivery) or invoice/shipping notification (for parcel delivery)
  • Please note that once a product is shipped, an invoice will be issued and can be used as a checklist for receiving your shipment
    • *we do not invoice for any items until they are shipped
• Visually check the condition of the cartons - count and inspect all merchandise.
• Sign and date the Bill of Lading – Before the driver leaves, note any damaged cartons on the bill of lading.  If necessary, you can sign the bill: “subject to inspection, driver would not wait.”
• When signing and dating a BOL with no noted exceptions, the delivery is considered “clear”, and the carrier will assume no liability for shortages or damages.

Reporting Issues

Report to: [email protected]

• Damaged Items
  • Send a picture of the box and damaged item along with the invoices and product/quantity details and invoice.
• Missing Items
  • Send an email with the missing item number and quantity missing along with the invoice to expedite tracking.
• Mispicks
  • Send a picture of the UPS label and description on the box of the item of each incorrect item along with the invoice and details of how many incorrect cases you received and what you are missing, if any

Returns:

We accept returns within 30 days up to 90 days of the delivery date. Please note that photos will be required of the returning product after 30 days.

Before calling/emailing:

• Please have your shipping documents available with our sales order numbers, item numbers and quantities.
  • Customer Service: Monday-Friday 9am-5pm EST
  • Telephone: 905-896-1060 or 1-866-483-7822
  • Email: [email protected]

• Report the concern and reason for return, if the return is approved you will be provided with Return Material Authorization number (RMA#). This number is required for us to make arrangements for your return.  Without it we are unable to accept returned shipments.  This number must be marked on each carton that is being returned.
• Acceptable returns are unused and the product is in its original carton or packaging with no missing parts. Partial cases will not be accepted. We will make arrangements to have the items picked up and a credit will be issued.
• Stock items: A 15% restocking fee is applied to returns of stock items.  After 30 days the restocking fee increases to 25%.
• Special Order items: A 30% restocking fee plus the cost of return freight will be applied to the returns of these special order items. After 30 days the restocking fee increases to 40%.
• FF&E, Custom Products, and Drop Ship products are non-returnable and non-refundable.
• No returns are accepted after 90 days from ship date.

There will be no return charge should you find your product is defective or was shipped to you in error.

We understand that not all boxes get opened immediately so we allow 21 days for you to report any concealed damage (outer cartons are undamaged; inner contents have damage).