Shipping and Returns Policy

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 and remote areas do not qualify. See exceptions below.)

Carrier: The majority of our orders are shipped via Loomis Express, Purolator, or other common courier. CRS reserves the right to determine the shipping method, based on factors such as destination, product, size, weight, etc. Due to the extra costs involved with shipping with Canada Post, CRS can no longer ship to a PO Box or Rural Route address. Physical street addresses will be required for all shipments. 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, or contact us on our Contact page. Please note that our staff will need to calculate your actual shipping costs which will be applied to your order. We cannot guarantee delivery by or after a certain hour of the day, or with a phone call prior to delivery, without charging an appointment fee. Weekend delivery may be available depending on the carrier and your location for an extra charge. CRS requires a signature for all deliveries. For consignees that specify to the courier that no signature is required for delivery or drop off, neither CRS nor the courier will be liable for lost, stolen, or damaged shipments.

Note: Due to the extra costs involved with shipping with Canada Post, CRS does not ship with Canada Post, and therefore cannot ship to PO Boxes, Rural Compartments or other addresses restricted by Canada Post. If you require your order to be shipped using Canada Post, the full costs of shipping will be applied to your order. No liquid or Dangerous Goods products can be shipped with Canada Post.

Services: Service only includes delivery to your curb, threshold, or loading dock (or the nearest courier depot for remote areas). Other services including, but not limited to, unpacking, moving indoors or upstairs, assembly, setting in place, installation, electrical, gas and/or plumbing hookup, etc., are not included in the provided delivery service. Any extra fees or charges are the responsibility of the consignee (the receiver of goods).

Turn Around Time: Orders will usually leave our warehouse in 1-4 days with the majority shipping the next business day. In the event of an unavoidable delay, you will be contacted by email. 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 manufacturer. Estimated lengths of transit times for shipping orders are giving during the checkout process. At CRS’ discretion, some items may be shipped direct to you from the manufacturer, to avoid or shorten delays and/or decrease shipping time.

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.

Extra Charges: Remote areas, including off season ski hills, may not qualify for prepaid freight, and deliveries to construction sites may be subject to a construction site delivery fee. Saturday deliveries, appointment deliveries (set at certain times or having the driver "call-ahead") will also be subject to extra fees, and may not be available in your area. CRS will contact you prior to processing your order in any of these cases.

Dangerous Goods: Products classified as Dangerous Goods by Transport Canada will have a $20 Dangerous Goods fee added to the order. This fee is only charged once per order, regardless of how many dangerous goods are purchased. (The taxes on this fee may need to adjusted to exempt the PST portion if being shipped to a non-HST taxable province or territory, and will be adjusted prior to finalizing payment.) This fee will not be charged on orders that are specified as Customer Pick Up in our Kelowna, BC showroom.

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. Pick-Up orders are Pay-In-Store and payment will be required at pick up. The pricing on your order will be held for 30 days. If your order is not picked up after 30 days from being notified it is ready, your order will be automatically cancelled and any reserved pricing may be lost. CRS currently accepts Visa, MasterCard, and Cash, or company cheque from pre-approved companies.

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 or Overweight/Oversized items. Please Note: In cases where the amount of either backordered product or available product is less then than shipping costs, your whole order may be held while awaiting for the backordered product to arrive. In these cases, we will email you with an ETA for the whole order. Please Note: Shipments to remote areas or to the Territories are not backordered, and will ship complete once all items are available.

Please note: if any glass or ceramic item above that is only sold in case packs is showing a partial backorder, we will not ship the partial case due to increased potential breakage from a case that’s already been opened. We will backorder the full case and ship, no extra charge, when the backordered items arrive.

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.

Please note: we may, at our discretion, automatically cancel backordered items if the ETA is longer than 30 days. We will inform you via email whether or not any items will be automatically cancelled prior to shipping your order.

Stock ETA Dates: If an item is Out-of-Stock, an ETA date will be shown as to when stock is expected to arrive at CRS. ETA dates listed as “After” mean that we may have stock arriving before that date, but it has already been allocated for sale. More stock will be arriving after the ETA date shown, and once we have that date, the ETA date will be updated. On items displaying “Not Yet Known”, then no ETA date is available as we may not have been provided one by the supplier, or we have not yet placed our regular order with that particular supplier. Regular orders may occur anywhere from one week to two weeks or longer in frequency, depending on the supplier and minimum order requirements.

Damaged Goods: When your shipment arrives, please inspect thoroughly for any damage. If there is any damage to the package or your goods, please write “Damaged” on the shipping slip above your signature, and call us immediately to initiate an insurance claim with the courier company. Shipments sent via Loomis have up to 48 hours after the time of delivery to make a claim for damages goods. Canada Post is within 72 hours to make a claim. Other couriers may differ in their deadlines, some as low as 48 hours. If you do not sign for damaged goods as “damaged”, CRS will not have any recourse to file a claim for damages with the courier and will not be able to replace or repair goods damaged in shipping. If your order was shipped collect, you will need to file the claim for damages with your freight company.

Please note: As no courier company insures glass or ceramic items, we will endeavour 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 own risk.

Responsibility: CRS assumes no responsibility for delays or extra shipping charges incurred due to improper addresses, including but not limited to, giving the wrong address, wrong postal code, etc. If any order is returned to CRS as refused, unclaimed, or undeliverable, your order will be returned and only the portion of your order, excluding any return shipping charges or any fees, such as the restocking fee, will be refunded. If refusal of delivery is due to damage, then no extra shipping charges would be levied.

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. Returns made without a Return Authorization will be refused from the courier at our warehouse and returned to you at your expense. 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 Used, Clearance, Equipment Specials, and Special Order items are deemed Final Sale, they are not eligible for returns. Product that has been opened and used, or product that was special made or cut, will not be eligible for return. A restocking fee of 25% will be assessed and deducted from the value of the returned items. For orders that are automatically returned by the courier because they were unable to deliver and packages were not claimed at courier depots, they will be subject to the same restocking fees as well as extra freight charges for the return trip.

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.