Politique d'expédition
In Store Pickup Policy
How we notify you.
Renoz staff will contact you by phone when your in store pickup order is ready. In the event we cannot reach you by phone it is your responsibility to monitor your email for notifications regarding pickup.
What to expect during pickup.
Please ensure the vehicle used for pickup will accommodate the merchandise in its original packaging.
Renoz is not responsible for carrying the merchandise out of the store or loading your order into your vehicle, assistance offered by Renoz staff loading your order is at the discretion of Renoz.
Renoz is not responsible for incidental damage to the merchandise or vehicle that may occur during loading. Renoz cannot be held responsible for merchandise that cannot be loaded into your vehicle due to the weight and/or dimensions of the merchandise.
Open boxes & inspections.
The product manufacturer's warranty applies on merchandise leaving the Renoz showroom and warehouse in its original packaging. Please contact us within 5 business days of receiving your product for any damage claims and please refer to the “Refund Policy” for information regarding returns and refunds.
Restocking.
All orders must be picked up within 10 business days of receiving email notification that the order is ready for pick up. After 10 business days the order will be subject to storage charges at the rate defined in our Storage Policy, or the order will be subject to restocking at Renoz discretion. Restocking fees will apply to orders that are restocked and you will be notified what the restocking charge will be at the time of restocking.
Exemptions.
Not all items sold through Renoz will be available for in store pickup due to shipping restrictions. If you need accommodations contact us for details.
Storage Policy
Fees.
Renoz can store your products at our warehouse location if requested by you at a rate of $0.50 per square foot per day of storage space used.
Billing.
Storage fees will be invoiced to the original purchaser's billing address every 5 business days from the start of the storage period. Accommodations can be made for long term storage, contact us for details.
Shipping Policy
Free Shipping on Tiles Eligibility:
Orders must meet the following criteria to be eligible for free shipping on tiles:
Free Shipping on Orders Over $1,500 (Tax not included):
- Order value over $1,500 (Tax not included)
- Shipping destination is within 144 kilometers of 6325 Dixie Road, Mississauga.
- For orders that meet these criteria, free shipping will be applied during checkout.
Free Shipping on Orders Over $2,000 (Tax not included):
- In addition to the above criteria, orders with a total value exceeding $2,000 will qualify for free shipping within a larger radius.
- Shipping destination must be within 290 kilometers of 6325 Dixie Road, Mississauga.
- Free shipping for these orders will also be applied automatically during checkout.
Standard Shipping Rates:
- Orders that do not meet the free shipping eligibility criteria will be subject to standard shipping rates.
- Shipping rates are determined based on the weight, dimensions, and destination of the package.
Note: The availability of free shipping and the eligible shipping distances are subject to change. Please check the shipping information provided during the checkout process for the most up-to-date details on shipping options and costs. Contact us at (226) 227-3669 to inquire about shipping.
Shipping carriers.
Renoz will ship orders based on current shipping rates with the carrier of its discretion.
Lift Gate and Inside Delivery Options
Lift gate service is required for all customers that do not have a loading dock or a forklift. Lift gate service will transfer the product off of the truck and onto the curb at the delivery site. This DOES NOT include any inside of home or garage delivery or moving the freight pallet away from the curb.
Additional Accessories Charges
Any and all additional service charges that have not been paid for already, such as inside of home delivery, garage delivery, moving the freight pallet away from the curb, change of address, limited access, re-delivery, and storage fees will be the sole responsibility of the customer and will be charged by Renoz.
It is important to note that freight deliveries are always curbside even when a lift gate option is added to the order. Drivers are not obligated to deliver freight into driveways or garages. “Curbside” means next to the curb on the street. Inside delivery is not available.
Delivery Refusal
If the customer refuses delivery for reasons other than those agreed to in writing within the order document, the customer will be responsible for all initial shipping and re-delivery charges.
Cancellations.
Once an order is shipped the order can no longer be canceled and must be returned for a refund. Please refer to the “Refund Policy” for information regarding returns and refunds.
Shipping delays.
Please note that all shipping and processing times are estimates only. Actual shipping and processing times may vary due to a variety of factors beyond our control. We strive to ensure that your order arrives in a timely manner, but there may be instances where shipping times are longer than expected. We appreciate your understanding and patience in these situations.
Renoz is not responsible for shipping delays outside of our control and reserves the right to deny order cancellation due to shipping delays outside of our control. Please refer to the “Refund Policy” for information regarding returns and refunds.
Remote areas.
Orders destined for remote locations may require additional payment by the customer due to carrier surcharges. In the event of additional shipping charges, Renoz will issue an invoice to be paid prior to shipping. Orders with additional shipping charges that are not paid within 5 business days may be canceled.
Damaged items.
Orders must be inspected for accuracy and damage upon delivery. Claims for missing items or items damaged in transit must be received within 5 business days of receipt of merchandise. You can send claims to fulfillment@renoz.ca or contact us for assistance. Please refer to the “Refund Policy” for information regarding returns and refunds.