Shipping charges are available during checkout and are based on your order and FOB our Kelowna, BC warehouse. All shipping charges are in Canadian Funds and do not include applicable taxes and fees. Total amounts will be available prior to credit card processing. See below for exceptions. At this time, Canadian Restaurant Supply Ltd. (“CRS”) only ships within Canada to Canadian Addresses.

Prepaid Shipping: Depending on your location, orders may qualify for FREE Shipping. (Overweight/oversized items do not qualify. See exceptions below.)

Carrier: The majority of our orders are shipped via Canada Post or Purolator. If you prefer an alternate carrier for your package, please telephone us toll-free within Canada at 1-877-722-2775 to place your order. Please note that our staff will need to calculate your actual shipping costs which will be applied to your order. Our business hours are Monday to Friday, 8:30 am - 4:30 pm, Pacific Standard Time. Alternately, you can also email us at and we can contact you when we are back in the office.

Turn Around Time: Orders will usually leave our warehouse in 1-4 days. In the event of an unavoidable delay, you will be contacted by one of our staff. Please note that the date you can expect to receive your purchase is determined by the method of shipment and where your parcel is being shipped to. At this time we are only set up to ship within Canada. Items with the availability of “Special Order” can take approximately 2-8 weeks for delivery, depending on the supplier. Our staff will be able to give you a more accurate estimated time of arrival by calling 1-877-722-2775.

Exceptions: Exceptions to the shipping and handling fee schedule will be on orders with items which are overweight/oversized, and will be subject to a separate freight rate. Items with a “Request Freight Quote” button will allow you inquire as to the actual freight charge prior to ordering. During ordering, our website will only apply the normal freight rates which we will then override during order processing. In the cases where freight quotes were not requested prior to ordering, we will contact you by email to confirm the actual freight cost of shipping before processing your order. Some examples of oversized and overweight products include but are not limited to furniture, equipment, and large appliances. These items will be notated in our online store for your reference with the “Request Freight Quote“ button. Please contact us if you have any questions about these exceptions.

Customer Pick Up: This optional service allows you to place your order on our site, and have it held at our Kelowna, British Columbia warehouse for pick up. Pick Up Service selection may be made during check-out on our website and is available only to users with an address in British Columbia. We will notify you via email when your order is ready for pickup, or if there are delays such as back ordered items. As credit cards are only pre-authorized and not actually charged until the order is picked up, any orders not picked up with 30 days are automatically cancelled. If for some reason, the authorization is not completed, the order may not be released without securing another form of payment.

Backorders: Occasionally we run into out-of-stock situations because of supply fluctuations. If we happen to be out-of-stock on any item, we will ship the rest of your order immediately and backorder the out-of-stock item(s). When we ship your back ordered items, there will be no additional shipping cost to you. This does not apply to “Special Order” items.

Please note: if any part of your back order is delayed, for example, our distributor is out of stock as well, we will contact you with an estimated time of when the item will be back in stock, and to find out if you would prefer to have the item shipped to you when it is in stock, at no additional charge. If you have placed your order online and do not want the out-of-stock item to be back-ordered then we will refund your credit card for the amount of the item and adjust your shipping charges if necessary. Most back orders items will take about 2 to 3 weeks to arrive at CRS.

Damaged Goods: When your shipment arrives, please inspect thoroughly for any damage. If there is substantial damage to the package or your goods, please write 'Damaged' on the shipping slip above your signature, and initiate an insurance claim with the courier company. DHL accepts claims up to 48 hours after the time of delivery by calling 1-800-CALL-DHL (1-800-2255-345). Other couriers may differ. Please contact us to let us know of any damages as well.

Shipments via Canada Post: If your items were shipped via Canada Post, you must contact us with 72 hours for us to initiate the claim. Please call us at 1-877-722-2775.

Please note: As no courier company insures glass or ceramic items, we will endevour to make certain that your items are extra carefully wrapped and packaged; however, all shipped glass and ceramic items are final sale, and shipped at your risk.

Returns: We understand that making a purchase online or through the mail can sometimes mean you receive something that was not what you were expecting. Therefore, if you are not satisfied with any part of your purchase, please contact us at 1-877-722-2775 to obtain a Return Authorization. Except in unusual situations, CRS is not responsible for return shipping charges. If items are returned as billed collect to CRS, the shipping charges will be deducted from the refund or credit amount. As Clearance items, Equipment Specials items, and Special Order items are deemed Final Sale, they are not eligible for returns. Restocking fees may be assessed in some cases, for example if the product was originally cut to your specifications.

Please note: We cannot process refunds until we have received the product back in good condition. If you are shipping something back to us because you have discovered that it does not meet your needs, we do ask that you choose a safe method of shipment and ensure the product is properly packaged. This is an important step in ensuring that your refund can be processed effectively.