Vancouver's Best Hardware Store
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Shipping & Returns


Shipping:

We can ship to virtually any address in the world. Depending on the country being shipped to, there are sometimes certain restrictions in place and we simply cannot ship to some international destinations. Due to the size and nature of our products sold on our online store, our shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. 

At this time, we are currently working on implementing flat-fee shipping for our products. If you notice large discrepancies in our shipping quotes, we encourage you to contact us directly to set up an alternative method.

Your item will be shipped out immediately after your transaction has been approved. Please note that unless specified otherwise, Kerrisdale Lumber uses three shipping methods for your purchase: Purolator, Courier delivery, or our own delivery trucks. If your order is shipped out via Purolator or a Courier service, we will update your shipping information with an accurate tracking number so you can track exactly where your shipment is. If your order is shipped out through our own delivery service, we will call you to set up a time that is convenient for you to receive your delivery. All items come unassembled and in their original box. 

The SHIPPING ADDRESS contact of this order must be the person to confirm receipt of your shipment. Photo identification may be requested at the time of delivery to verify your purchase. A signature will be required. Items cannot and will not be left at your doorstep.

To protect both parties from fraudulent activity, if your order total is of high value and your billing and shipping addresses do not match, Kerrisdale Lumber reserves the right to cancel your order entirely. Your entire purchased will be refunded immediately. We will notify you via email of our intentions to cancel and refund you order.   

FREE SHIPPING:

We are currently offering FREE SHIPPING to addresses across the Lower Mainland only. Please be advised that all deliveries come unassembled, and that this promotion applies to online orders only.

ADDITIONAL SERVICES:

As your online order arrives unassembled, Kerrisdale Lumber is pleased to offer delivery, full assembly, and removal of any old barbecue service for an additional price. Our knowledgable and experienced staff will arrive with your barbecue to ensure a smooth installation. This service is only offered to customers across the Lower Mainland in BC.

Instore Pick-Up:

If you have selected INSTORE PICK-UP as your preferred method, please wait for our verification call or email before coming to pick-up your order. Our staff will ask for photo identification at the time of pick-up. Your photo identification must match this order's Billing Address or Shipping Address contact. 

For questions or concerns regarding our shipping policy, please contact our Website Coordinator here. 

Returns:

You may return most new, unopened items within 14 days of purchase, with your proof of purchase. Special orders and deposits are non-refundable.

For online orders, you should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

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