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Branding Materials

Frequently Asked Questions

  • What is your return policy?
    Within 30 days of receiving your order, you may request a pickup of the merchandise you wish to return. We will contact you to schedule a pickup date and time and a $40 processing fee will apply. If the pickup coincides with a new order delivery at the same address, only the delivery fee will be charged. Materials must be clean, in original condition and in original packaging. No Returns on * Clearance Items * Adhesives * Prehung Doors * To initiate a return, please contact us, and refer to the order number and item(s).
  • What is your refund policy?
    We do not offer cash or debit/credit refunds for returned items. The value of the returned items, minus the processing fee, will be issued in the form of a checkout coupon that can be applied on any future purchase. In the unlikely event a paid-for item is unavailable for delivery, we will reverse the charge on that item immediately. If an item appears damaged at the time of delivery, we will either issue a refund or ship a replacement as soon as possible - at the buyer's discretion.
  • Can I pick up in person?
    No. We operate out of a closed warehousing system, with different items stocked at different locations. As such, there are no in-person pickup points at the moment.
  • If something is listed as a pallet, can I buy individual pieces?
    Products listed as full pallets are sold as a complete lot and can not be broken up into smaller increments. All products are sold per unit as listed (pallet/box/piece).
  • Why wasn't able to check out an item I had in my cart?
    Items remain available for sale until sold out, and stock is updated only once items have been paid for. Occasionally, more than one buyer may have the same item in their cart. Once a buyer checks out the last available item(s), those items are no longer available to other buyers, even if still visible in their cart.
  • How does the delivery process work?
    Shortly after you place your order, you will receive an order confirmation email. Within one business day, you will receive a shipping email listing the date and time slot of delivery. You may reschedule the delivery date and time at no cost, up to 24 hours prior to the delivery.
  • What does the standard shipping fee cover?
    The flat fee covers the delivery service per order, regardless of order size or location within the delivery zone. Standard deliveries are made to ground level front door, driveway, garage or loading dock only. All additional delivery instructions need to be specified in the "Requests" box at the checkout. If the order is undeliverable due to poor site conditions or lack of placement space at the site, the shipping fee will apply again for each subsequent delivery attempt of that order. NOTE: Due to height restrictions, delivery vans are not able to enter covered or underground parking facilities.
  • How does my order get delivered?
    Most items are delivered by cargo van and unloaded by hand. It is the buyer's responsibility to ensure that the delivery van has access to the location and that site conditions are safe. Remember, building materials can be bulky and heavy, and unloading big orders can take up to 30 minutes. We're happy to help and motivated to get the job done. Just provide us with the space to do it!
  • Do I need to be present when my order gets delivered?
    We do require someone to be present at the time of delivery. We cannot deliver without a receiver signature. Once delivered, ownership and responsibility over the merchandise are passed to the buyer. We will not be held responsible for subsequent damage or theft.
  • What if I'm located outside of the delivery area?
    We do deliver outside of the standard delivery area, but shipping costs will run a bit higher on most orders. Contact us for a custom quote.
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