Shipping Policies and FAQs

Where Do You Ship From/To?

We ship from Edmonton, Alberta (destinations: everything west of, and including, Manitoba) and Newmarket, Ontario (destinations: everything east of, and including, Ontario). This allows us to get your order to your quicker and cheaper!

We do not ship outside of Canada.

Who is Your Shipping Provider and How Much is Shipping?

We ship via Canada Post's Expedited Parcel service (Go to: canadapost.ca and search for ‘Expedited Parcel delivery standards’). All shipping prices are based on the weight of the order and the destination, not the monetary amount of your order. You will receive a tracking number if your order is shipped.  We do not offer flat rate shipping.

To estimate your shipping costs, there is a shipping estimator on the bottom left side of the cart page.

For legal and refund reasons, we are not able to accept shipping labels that are paid for by a customer or billed to a customer's pre-existing (business) account with a shipping provider.

We offer free shipping on orders whose subtotals are greater than $140 CAD before taxes and after discounts. If you qualify for free shipping, a free shipping option will appear in the list of shipping options during checkout. If you do not qualify for free shipping, a free shipping option will not appear and you should NOT select  'Local Pickup in {Insert city here}' in lieu. If you do so,  and your order needs to be shipped, then we will cancel your order and you will need to place it again, either (i) selecting the correct (paid) shipping option or (ii) adding more items to your cart to reach the $140 CAD threshold.

Certain special order items are exempt from this free shipping discount due to their size and/or weight. Please contact us to find out how much the shipping for your special order items will be before ordering.

Note that if Canada Post or their employees decide to go on strike at any time, any orders that are already in the postal system will not be cancelled or refunded. Orders will be delivered when Canada Post's services resume. Orders placed while Canada Post or their employees are on strike (or locked out) will not ship until Canada Post's services resume. If rotating strike actions are occurring, orders will ship as soon as our local post office is open. We will not refund or cancel orders that are placed while Canada Post or their employees are holding rotating strikes, or offer refunds if parcels are delivered late while rotating strikes are occurring.

When Will My Order Ship?

If you live in ON, QC, NS, NB, PE, NL, or NU and

You placed your order .... Your order will ship ...
before 2 pm EST, Monday - Friday Today
after 2 pm EST, Monday - Thursday Tomorrow
after 2 pm EST, Friday The next business day
on Saturday or Sunday The next business day

 

If you live in BC, AB, SK, MB, NT, or YT, you did not order a Newmarket-specific item and

You placed your order .... Your order will ship ...
before 2 pm MST, Monday - Friday Today
after 2 pm MST, Monday - Thursday Tomorrow
after 2 pm MST, Friday The next business day
on Saturday or Sunday The next business day

If you live in BC, AB, SK, MB, NT, or YT, you ordered a Newmarket-specific item and

You placed your order .... Your order will ship ...
before 2 pm EST, Monday - Friday Today
after 2 pm EST, Monday - Thursday Tomorrow
after 2 pm EST, Friday The next business day
on Saturday or Sunday The next business day


When Will I R
eceive My Order?

See the map below for estimated delivery standard information.

Although we strive to ship all orders from the nearest location, we may ship your order from our other location. If, for example, you are in Calgary and requested a product that is sold out in Edmonton, if you would receive your order faster from Newmarket than if our Edmonton location waited for the sold out product to come back in stock, then the Newmarket location would ship your items to you.

On occasion, product availability may not be the same across both locations, and when this happens, the listing will indicate that at product is only available from a specific location. In these cases, your entire order will come from the location with the location-specific product.

Note that if Canada Post or their employees decide to go on strike at any time, any orders that are already in the postal system will not be cancelled or refunded. Orders will be delivered when Canada Post's services resume. Orders placed while Canada Post or their employees are on strike (or locked out) will not ship until Canada Post's services resume. If rotating strike actions are occurring, orders will ship as soon as our local post office is open. We will not refund or cancel orders that are placed while Canada Post or their employees are holding rotating strikes, or offer refunds if parcels are delivered late while rotating strikes are occurring.

How is My Order Packaged?

Almost all orders are rolled and placed in a cardboard box. Our boxes are usually small enough to fit in community mailboxes. If your order only contains vinyl that is 12" x 15", or a combination of sheets smaller than 12" x 15", your order will be shipped in a StayFlat envelope (which usually fits in the 'B' compartment of community mailboxes). An exception to this may occur if you live in a rural area - we may elect to ship your order in a Canada Post flat rate box.

If you wish for your order to be sent via lettermail (i.e., 12" x 6" sheets only), please contact us before ordering. Due to the lack of insurance offered by Canada Post for lettermail, if you choose to have your order shipped via lettermail, this is at your own risk. Your order will NOT be replaced, resent, or refunded if it does not arrive.

What Happens if My Order is Late or is Lost in the Mail?

If you have not yet received your items and the delivery standard on your Canada Post tracking information has passed, please contact Canada Post before contacting us. Only after Canada Post has opened a case and provided you with a Reference Number should you contact us. We use this Reference Number when calling Canada Post. We will NOT contact Canada Post unless you provide us with your Reference Number. 

Please keep in mind that Canada Post does not move mail throughout the postal system on Canadian holidays (provincial and federal), Saturday, or Sunday. The delivery standards from Canada Post are quoted in BUSINESS days. As we are based in Canada, adverse weather may delay your order. Near major holidays (e.g., Christmas, Easter, Mother's Day, Father's Day, etc.) mail delivery will be slower.

Due to the lack of insurance offered by Canada Post for lettermail, if you choose to have your order shipped via lettermail, this is at your own risk, meaning that your order will NOT be replaced, resent, or refunded if it does not arrive.

I Gave the Wrong Address During Checkout and / or My Order Was Returned to Sender

PLEASE double check your address before ordering. We are NOT responsible if you enter the wrong address during checkout and the postal system cannot, or does not, deliver an item to you. In instances where we may notice a discrepancy in the address entered during checkout, we will contact you via email for address confirmation. If you do not respond to our email in a timely manner (i.e., within one or two days), we will refund and cancel your order because we do not ship orders when there is a high likelihood that the order will be returned to sender due to an addressing error.

Any parcels that are returned to us by Canada Post due to an incorrectly specified address, an undeliverable address, were abandoned with Canada Post, were not picked up from the post office, etc. are still considered fulfilled. If you decide you no longer want your order, you will not be given a refund on any shipping paid because Canada Post has already carried the parcel through the mail system to the address you specified. In addition, because Canada Post charges us, the sender, a ‘return shipment to sender fee’, you will only receive a partial refund to cover the return to sender fee. If you still want your order, then it will then be up to you to provide us with the correct address, pay for the return to sender fee (equal to the cost of the shipping you originally paid), and pay for the cost of postage to your correct address.

I Refused My Parcel Delivery and It Was Returned to Sender

While it is unfortunate that you decided to put items in your cart, proceed through the checkout process, pay for your order, and then refuse the delivery of your parcel and/or not pick up your parcel from the post office or community mailbox, if you do so, your order is considered abandoned. We do not offer refunds for orders that are abandoned, regardless of if the parcel was returned to us by Canada Post or not.