Shipping Policy

Following are the terms and conditions that constitute our Shipping Policy.

General Information

All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you and give you the option to:

  • open a backorder and wait until the unavailable item is back in stock; or
  • remove the unavailable item from the order and partially refund for the total amount for that item using the original method of payment; or
  • cancel your entire order and refund the total amount, using the original method of payment.

Delivery Location

Items offered on our website are only available for delivery as quoted to addresses in Canada and Continental USA.

We also accept orders from international customers outside Canada and Continental USA, but shipping rates and delivery times are determined on a per-order basis. If you place an international order, then we will notify you of your delivery options, amend the order accordingly, and collect any outstanding payment before shipping the order.

Shipments to PO boxes are only possible using Canada Post in Canada or USPS in the USA. This may affect the shipping cost of your order, and it may differ from the rate quoted on our website.

Delivery Time

Delivery times are not guaranteed and are to be used as a guide only.

By default, and in order to minimize the environmental impact of shipping , we ship using carrier standard ground services. If faster shipping service is required, then please contact us so that we can explore other shipping options and their costs. If a custom shipping service is ordered, then we will amend the order accordingly, and collect any outstanding payment before shipping the order.

An estimated delivery time will be displayed during the checkout process. Delivery times displayed are estimates and take into account average order processing and carrier transit times. Delivery times are ultimately subject to:

  • the acceptance and approval of your order,
  • the processing time in the warehouse, and/or
  • the transit time of the courier.

Unless there are exceptional circumstances, we make every effort to fulfill your order within 1-3 business days of the date of your order, depending on where your order falls in the current order queue. Business day, meaning Monday to Friday, except holidays (see our current holiday schedule on our contact page).

Please note that orders are not shipped or delivered on weekends or holidays.

Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered. Products may also be delivered in separate shipments.

If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Special Instructions

You can provide order notes and/or special delivery instructions in the shopping cart drawer or on the shopping cart page of our website, and we will do our best to accommodate your request. Please note that decisions about the final delivery of your order ultimately reside with the delivery driver and his or her assessment of the delivery conditions. We advise that you also leave a signed note to indicate your special delivery instructions to the delivery driver at the destination so that you have the best possible chance of having those instructions met.

Shipping Costs

Shipping costs are based on a mix of the actual weight and/or dimensional weight of your order, the distance travelled, and the delivery method. To find out how much your order will cost, simply add the items you would like to purchase to your cart, and proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed.

Additional shipping charges may apply to remote areas or for large or heavy items. You will be advised of any charges, either on the checkout page, or by notification by e-mail or phone before your order ships.

Certain items in our catalog qualify for free shipping and will be indicated on the individual product page. These items, in particular, are exempt from shipping charges regardless of wether they are shipped on their own, in multiples, or in combination with other items that do not qualify. In orders that contain a mix of items, shipping charges are applied only to the non-qualifying items.

In Canada, sales tax is charged according to the province or territory to which the item is shipped. Outside of Canada, no sales tax is charged.

Customs, Duties and Taxes

With the help of our shipping partners, we do our best to make the delivery of orders outside of Canada as seamless as possible, but we cannot anticipate all the customs, duty, and tax laws of different countries, which can change without notice. Therefore, we are not responsible for any customs duties and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Order Confirmation & Tracking

You will receive an Order Confirmation e-mail when your order has been placed and payment has been completed. Once your order has been fulfilled and it has shipped, you will receive another e-mail containing tracking number(s) for your shipment. The tracking number will be active within 24 hours.

Lost, Stolen, or Damaged Items in Transport

Contact us immediately, and we will do our best to resolve the issue as quickly as possible.

Shipping During the Winter

Most of the products in our catalog do not contain water and are not susceptible to freezing. These products ship as normal throughout the entire year. There are, however, some products that do contain water, and thus, can be susceptible to spoilage from freezing. It is important, with these products, to take extra care during shipping and storage.

While there are no guarantees that your order will not freeze in transit, we take every possible precaution to ensure that your items are packed and wrapped for winter shipping:

  1. We provide a warning on the product page for products that could spoil if they are frozen.
  2. We include a multi-day heat pack in packages that contain products susceptible to freezing.
  3. We apply Fragile stickers to our packages to encourage shippers to take care.
  4. We check the weather at points along the shipping route before shipping, BUT we are not weather experts, and we CANNOT predict temperatures.
  5. On occasion, we will hold orders that contain products susceptible to freezing if the conditions are too risky.

Some things to consider when preparing to place an order that may contain products susceptible to freezing:

  • Check the weather at various points along the shipping route, and watch out for deep cold advisories.
  • Select a priority shipping service during checkout. The faster the transit time, the less risk of freezing.
  • Place your order Saturday - Tuesday. Place your order early in the business week in order to avoid the possibility that it will sit in transit over a weekend.
  • Consider Holidays and non-delivery days, ie.:
    • December 25th - Christmas Day
    • December 26th - Boxing Day
    • January 1th - New Year's Day
  • Check warnings and Consider Peak Season Shipping Delays (December 1st - January 10th).
  • Ensure someone is available to receive your order at the destination address.
  • Consider shipping your order to a business address with regular business hours, where your package can be received if you are not available.

Ultimately, Sage Restoration Inc. will not be held responsible for products that arrive spoiled from freezing. No refunds or replacements will be considered.

Any cancellations or refund requests are subject to our Return & Refund Policy.

Contact Us

If you have any questions about the delivery and shipment or your order, please contact us.

Sage Restoration Inc.
3 Mill Pond Drive
Tamworth, ON  K0K 3G0

Phone: 1 (866) 516-7787
E-mail: info@sagerestoration.com