Shipping Policy
This Shipping Policy applies to all orders placed with Thermal Master Canada through our online store. By placing an order, you acknowledge and agree to the terms outlined below.
1. Shipping Regions
We currently ship to addresses within Canada and the United States (continental US and select regions). Certain remote locations, P.O. boxes, or restricted areas may be excluded at our discretion. We reserve the right to refuse or cancel any order if we are unable to ship to the provided address or if shipping costs or restrictions are unreasonable in our sole judgment.
2. Shipping Methods and Carriers
Orders are shipped using reputable couriers including Canada Post, UPS, FedEx, DHL, Purolator, or other comparable carriers, selected at our discretion based on service availability, cost, and destination. We do not guarantee the use of any specific carrier or service level, even if shown at checkout, and we may change the carrier or service without prior notice when we deem it necessary. Our primary fulfillment center is located in Ontario, Canada.
3. Shipping Fees
Shipping fees are calculated at checkout based on the destination, order value, weight, dimensions, and selected service (where available). Free shipping may be offered on select orders at our discretion. Any free or discounted shipping promotions are subject to change or cancellation without notice and may be limited by region, order amount, weight, or other conditions. Shipping charges are non-refundable unless required by applicable law.
4. Order Processing Time
Once your order is placed and payment is successfully processed, we generally require 1-3 business days to process and prepare your order for shipment, provided all items are in stock. During peak seasons, promotional events, inventory shortages, customs inspections, or other circumstances beyond our reasonable control, processing time may be longer. Order processing time is separate from transit/delivery time.
5. Estimated Delivery Time
Typical transit times for in-stock items are approximately:
• Within Ontario: 2-5 business days
• Other Canadian provinces: 3-7 business days
• United States: 5-10 business days
These timeframes are estimates only, are not guaranteed, and may be affected by factors outside our control (e.g., weather, carrier delays, customs, strikes, remote locations, incorrect address information). We are not liable for any direct or indirect loss, damage, cost, or expense arising from shipping delays or failure to deliver within an estimated time.
6. Order Confirmation and Tracking
You will receive an order confirmation email listing the products ordered, prices, and shipping address once your purchase is successfully processed. Once your order has shipped, you will receive a shipping confirmation email with tracking information (where available). Tracking may take 24-72 hours to become active in the carrier’s system. You are responsible for monitoring the tracking information and contacting the carrier if you need to arrange redelivery, pick-up, or address clarification.
7. Shipping Address Accuracy
You are responsible for providing a complete and accurate shipping address, including unit/suite number, buzzer code, and a valid daytime phone number. Once an order has been prepared for shipment or shipped, we are generally unable to change the shipping address.
If a shipment is returned to us due to an incorrect, incomplete, or undeliverable address, refusal of delivery, or failure to pick up from the carrier, we may:
• Deduct the original shipping cost and any return shipping or carrier fees from any refund, or
• Reship the order to an updated address at your expense, subject to our approval and stock availability.
8. Risk of Loss, Title, and Signature
All purchases are made pursuant to a shipment contract. Risk of loss and title to the products pass to you when we tender the shipment to the carrier. Once the carrier’s tracking shows the order as delivered to the address you provided (or to a pick-up location associated with that address), the order is considered delivered and we are not responsible for theft, loss, damage, or mis-delivery at or after that point.
We may, at our discretion, require a signature upon delivery for some shipments. If you request “no signature,” leave a delivery note, authorize the carrier to leave the package unattended, or use a third-party pick-up location, you assume all associated risks.
9. Lost, Delayed, or Damaged Shipments
If you do not receive your order within a reasonable time after the shipping confirmation, you must contact us promptly with your order number and current contact information so we can assist with a basic investigation with the carrier. Our ability to assist is limited to the information provided by the carrier. We do not control carrier operations and cannot guarantee a particular outcome.
For shipments that are delayed, lost, or damaged in transit, any compensation, replacement, or refund will be handled in accordance with the carrier’s policies and limits of liability and remains subject to our internal review and discretion. In cases where the carrier confirms delivery but you cannot locate the package (suspected theft, mis-delivery within a building, etc.), you may be required to file a claim with the carrier and/or local authorities. We are not obligated to provide a replacement or refund in such situations.
10. Split Shipments and Stock Availability
Orders containing multiple items may be shipped separately depending on availability, warehouse location, and packaging requirements. We may ship from any of our warehouses or fulfillment partners, including warehouses located outside Canada, if we determine this will facilitate fulfillment. If an item is out of stock or backordered, we may cancel that item, ship the remaining items, or hold the entire order, at our discretion.
11. Order Changes and Cancellations
Order cancellation requests must be submitted as soon as possible by contacting our customer service team. We may be able to cancel an order only if it has not yet entered processing or shipping. Once an order has been processed or shipped, it cannot be cancelled and will instead be handled under our applicable return/refund policy (if eligible). We reserve the right to cancel any order in whole or in part (for example, due to suspected fraud, pricing or stock errors, shipping constraints, or other reasonable grounds). In such cases, your sole remedy is a refund of any amount paid for the cancelled portion.
12. Customs, Duties, and Taxes (US Customers)
Orders shipped from Canada to the United States may be subject to import duties, taxes, and customs fees, which are the sole responsibility of the recipient. We do not control these charges and cannot predict their amount. Customs policies vary widely; you should contact your local customs office for more information before placing an order. If you refuse to pay duties, taxes, or customs fees and the shipment is returned or abandoned, we may deduct any related costs (including shipping and carrier charges) from any refund, or decline a refund altogether in our discretion.
13. Force Majeure
We are not responsible for any delay or failure in performance (including shipping and delivery) caused by events beyond our reasonable control, including but not limited to severe weather, natural disasters, pandemics, labour disputes, carrier issues, government actions, or customs inspections.
14. Changes to This Policy
We may update or modify this Shipping Policy at any time without prior notice. The version of the Shipping Policy in effect at the time you place your order will apply to that order. Continued use of our website after changes are posted constitutes your acceptance of the revised policy.
For questions about shipping, please contact our customer support team.
