Shipping policy
Gardenstone Inc ("we" and "us") is the operator of (https://gardenstonemfg.ca) ("Website"). By placing an order through this Website the customer ("you") will be agreeing to the terms below.
These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
All of the Gardenstone items are manufactured for your order and are considered Special Order.
The vast majority of orders are processed within 2-9 business days. Some of the larger orders are made-to-order and require additional 5-9 days before shipping occurs.
If we are experiencing a high volume of orders, shipments may be delayed. Please allow additional days in transit for delivery.
To get an accurate lead time estimate for any particular item, please contact customer service at sales@gardenstonemfg.com
2. Shipping Costs
2.1. Free Shipping for orders over $600 CAD
The majority of the items offered on our website are subject to our free shipping policy. Free shipping is applicable to all of the orders over $600 CAD destined for Canada or the Continental United States.
Free shipping does not imply zero cost associated with shipping, rather a promotional offer to cover shipping expenses at no cost to the customer.
Free shipping promotional offer only covers shipping cost in an amount no larger than 20% of the order subtotal (promotional amount). In case, when the actual shipping cost is over the promotional amount, we reserve the right to send you a shipping quote for the difference in cost, at which point you can either accept it and process the payment, or cancel your order entirely.
2.2. Shipping for orders under $600 CAD
Orders under the $600 CAD threshold are subject to a $199.99 CAD flat shipping fee.
2.2. Expedited Shipping
Expedited shipping is offered for some smaller products and is normally offered automatically at the checkout. If the expedited shipping was not offered during the checkout, please feel free to contact customer service at sales@gardenstonemfg.com to receive a manual quote for expedited shipping if available.
Expedited shipping costs and transit time estimates are quoted directly from third-party shipping providers. Transit times are estimated by third parties for your reference and convenience are not guaranteed or enforceable.
We do not accept any liability for late shipments as per Terms and Conditions, Section 13.
Expedited shipping does not influence the lead time. Therefore, there can be a situation when the lead time to source the item you have ordered is 4 weeks, and by purchasing 2-day expedited shipping, you will receive the product in 4 weeks and two days from the order date.
2.3. Additional Services
If you need any additional shipping services, including, but not limited to tailgate on delivery, delivery appointment, specific day/time delivery, narrow access (smaller delivery vehicle required), inside delivery please contact customer service at sales@gardenstonemfg.com to receive a manual quote.
2.4. Surcharges
From time to time, carriers can apply surcharges (fuel surcharge, island delivery, ferry fees, restricted access, force majeure) to the shipping order. We reserve the right to pass those charges to the customer if applicable.
2.5. Out of Service Area Deliveries
We reserve the right to requote the shipping costs for any delivery which is out of the normal area of service. This can include but is not limited to deliveries to an island, delivery that requires a ferry or overseas transit, deliveries to Hawaii or Alaska, deliveries to any of the Canadian Northern Territories, rural deliveries (with no consistent shipment routes).
3. Delivery Types
3.1. Parcel Shipping
Most of the items under 70 lbs. will be shipped by a parcel delivery company (UPS, FedEx, Purolator, Canpar, Loomis, DHL, and others).
3.2. LTL Shipping (Curb-Side Delivery)
All other items will be securely packed on the wooden pallet (when possible) and shipped by the common carrier using Less Than Truckload (LTL) freight service.
Freight carriers will deliver your order to the address you have entered during the checkout and place it where safe, usually on the driveway or by the curb. This type of delivery is otherwise known as Curb-Side Delivery.
Unfortunately, with our LTL option, we DO NOT offer delivery to a particular stop on your property, inside delivery, unpacking, or any other placement or installation.
3.3. White-Glove Delivery and Installation
We offer White-Glove Delivery and Installation for some of our products in the Greater Toronto Area (GTA), and on occasion to some more remote locations in Southern Ontario.
These services cannot be calculated automatically at the checkout. If you are looking to get your items installed or placed, please contact customer service at sales@gardenstonemfg.com for a manual quote.
3.4. Pick Up
We offer to pick up at our locations in the Toronto Area for any of our products.
As we operate from a few separate locations, depending on the item you have ordered, specific pick-up locations and business hours may differ.
Please look for the "Ready for Pick-Up" confirmation email with detailed instructions on how, when, and where you can pick up your order. If you have any questions or are not sure where the product can be picked up, please contact customer service at sales@gardenstonemfg.com for clarification.
4. Delivery Terms
4.1. Transit Time
4.1.1. North America
Depending on your location transit times for parcels shipped in Continental North America are usually within 1-7 business days.
LTL shipments on average can take longer and are normally delivered in 2-9 business days.
4.1.2. International
International transit times are not guaranteed and can span from 4 to 22 business days.
4.1.3. Container Shipments (FCL and LCL)
Depending on the destination, container shipments can take from 2 to 8 weeks to arrive.
4.1.4. Expedited Shipping
Expedited transit time is relayed directly from third-party shipping providers. Expedited transit times are an estimation provided for your reference and convenience, and are not guaranteed or enforceable.
We do not accept any liability for late shipments as per Terms and Conditions, Section 13.
4.1.5. Delivery estimate excided
If the order did not arrive by the time estimated, please contact customer service at sales@gardenstonemfg.com for an update on the shipping status and the estimated time of arrival.
On rare occasion, the shipment can be lost in transit. If the carrier cannot locate the shipment within their investigation window (usually 10 to 15 business days), the shipment can be declared lost and we can proceed with the replacement and/or refund. To learn more about the replacements and refunds please refer to our Refund Policy.
4.2. Change of Address
Upon written request (including email from the email address listed in the order) we can change the delivery address at any point until the order has been dispatched.
If the address change influences the shipping cost, we reserve the right to apply the cost difference (and receive payment for) before the order can be re-dispatched.
4.2.1. Change of Address, after the order has been dispatched
If the address needs to be changed after the order has been dispatched, please send the request to sales@gardenstonemfg.com immediately. We will do our best to accommodate your request, but unfortunately, it might not always be possible.
If the request cannot be accommodated, we will offer resolution options to you, which might include any of the following:
- Requesting shipment hold by the carrier
- Return to the sender
- Refusing the shipment at the incorrect address
- Returning the shipment after it has been received
- Reshipping the order from the original delivery address to a new one
- Placing a new order with the correct address
Any additional costs resulting from any of the above, including the original shipping cost (in case the order needs to be reshipped), are the responsibility of the customer. These amounts will be deducted from the refund or applied to the new order, as applicable.
4.3. P.O. Boxes
We cannot ship to P.O. box addresses. In the majority of situations, we will be able to offer courier services to specific addresses even in remote or rural areas.
If the P.O. Box address has been entered during the checkout we will contact you to request the physical delivery address.
4.4. Lead Time
If an item is out of stock, we will wait for the item to be available before dispatching your order.
As all of the items are being finished for order, we do not offer stock level or lead time information on our website.
The vast majority of orders are processed within 2-9 business days. Some of the larger orders are made-to-order and require additional 5-9 days before shipping occurs. If we are experiencing a high volume of orders, shipments may be delayed. Please allow additional days in transit for delivery. To get an accurate lead time estimate for any particular item, please contact customer service at sales@gardenstonemfg.com
4.5. Partial Orders | Split Shipping | Back Orders
Normally we will wait for your order to be complete before we can dispatch it. If part of your order might not be available for a significant time, on occasion, we can offer to ship the order in parts.
If there are additional shipping costs associated with split shipping, we will send you a quote for the difference, at which point you can make the decision to either proceed with the split order or wait for the full order.
4.6. Tracking Information
Our system will automatically send you an email notification (to the email you have provided during the checkout) with all and any information available at the time of booking.
If your order is being shipped by Parcel, the notification email will include an automated tracking link for your convenience.
Unfortunately, not all LTL carriers have automated online tracking abilities, therefore, if your order is being delivered via LTL and the automated online tracking is unavailable, we will send you the carrier's name and your shipping reference number (BOL, or PRO, or Ref).
Please be advised, the automated online tracking is sometimes inactive until the cargo reaches the first hub point. Therefore, the tracking information can sometimes become active in 1-2 full business days after it has been booked.
4.7. Weekend Service
Our shipping partners offer neither pick-up nor deliveries on weekends or any statutory holidays (can be different depending on the destination country).
5. Duties & Taxes
5.1. Sales Tax
Sales tax is calculated automatically at the checkout. Sales tax can range from 5% to 15% depending on the province (within Canada) your order will be shipped to.
If the order is being shipped out of Canada, it would be considered an export, and therefore, we will not be charging you sales tax.
5.2. Duties
Duties are not applicable for customers with a shipping address in Canada.
Depending on the destination country, items being shipped, the value of the order, and country of origin of the items, you might be liable for duties, excess tax, and even in extreme cases subject to quota and/or import ban.
We strongly suggest consulting your country's customs and border agency, or a customs broker before making the decision to purchase any of our products for import.
For our United States customers, we can offer customs clearance and delivery duty paid for an additional fee. For more information please contact customer service at sales@gardenstonemfg.com
6. Damage in Transit
6.1. Damage Report Timeframes
We require any damages to be reported within 2 business days of the order arrival. Damages reported after this period will be accepted, but cannot be guaranteed. We will do our best to accommodate any late reports, but the later you notify us of damages, the fewer chances we have to recover the cost from the shipper.
Damage reports for orders that arrived over 30 calendar days will not be accepted.
6.2. Damage Report Submission
In order to claim damages on your order, please send the following information to customer service at sales@gardenstonemfg.com :
- Your order number
- Your full name
- Your contact information
- The address the order has arrived to
- At least three photos of the damages.
- photos of the packaging, how the order has arrived
- overall photo of damaged items
- close up photos of the damage
6.3. Resolutions
6.3.1. Partial Credit/Refund
If the damages are insignificant and the product is safe to use, we can offer you a partial credit/refund for your inconvenience.
6.3.2. Re-Staining
Some concrete items can get scuffed or have other insignificant surface damages. It is regrettable, but not uncommon for this type of product. Similar damages can easily be fixed by applying a re-staining kit.
If this has occurred, we will send you a re-staining kit free of charge.
6.3.3. Replacement
If the damage is significant, we will send you the replacement free of charge. We will do our best to expedite the replacement process, but most often than not, the lead time for the replacement would be similar to the original order lead time.
6.3.4. Cancellation after damage
In most cases, we cannot offer cancellation after the products have been shipped. Therefore, if the item has been damaged beyond repair or lost during the shipping, we can only offer a replacement as the resolution.
6.3.5. Product Return
If the damaged items are salvageable, we will send you a return shipping label to collect the damaged items. Otherwise, you can dispose of the damaged items as you see fit.
7. Cancellation
As Special orders are procured or manufactured specifically for your order, we can neither cancel nor return these items after they have been procured or manufactured.
For greater certainty, All of the Gardenstone items are considered special order. You can cancel any Gardenstone item and receive a full refund before the item ordered has been manufactured by Gardenstone. After the item has been manufactured and is waiting to get shipped, we no longer can offer cancellation, exchange, modification, or return of such item.
To inquire about the current status of the special item you have ordered, and its eligibility to be canceled, please contact customer service at sales@gardenstonemfg.com.
8. Customer service
If you have questions about our policies, please do not hesitate to contact customer service at sales@gardenstonemfg.com or at 1-800-209-0917
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