Shipping & Returns
FREE SHIPPING On Orders Over $150 and Under 60 lbs!
Free Shipping is available to most urban addresses within Canada when the order sub-total is over $150 (before taxes), and under 60 lbs total order weight. If the order is under $150 (before taxes), and under 60 lbs, a nominal shipping fee will apply. If the order is over $150 (before taxes), and over 60 lbs, a shipping quote will be shown in your Cart. Expedited shipping requests can be accommodated. Please contact us for a shipping quote if you need the product faster.
Please be advised that Troxten only ships within Central Canada (QC & ON) currently and does not ship to PO Boxes or rural addresses in Canada, nor the Yukon Territory, the Northwest Territories, or Nunavut.
Oversized / Overweight Items
Some oversized items will not qualify for free shipping even though they are under 60 lbs. Courier companies will base weight on a package's physical weight or dimensional weight. They base their fees on the higher of the two numbers. This is calculated by L x W x H / 139. For example, a large tool storage box may weigh 28 lbs empty, but it's dimensions of 20" L x 23" W x 27" H will equal 89 lbs dimensional weight, and would not qualify for free shipping.
Oversized or overweight products and orders will receive a shipping quote from us before the order is processed. You can either approve or cancel your order at that time.
Delivery Address Accuracy
In order to ship your order, we require a complete street address with postal code to ensure that you get prompt delivery. We are not responsible for shipments delayed, lost, or misdirected due to an inaccurate address being provided. Troxten will not be responsible if additional shipping charges are accrued because of incorrect or incomplete addresses.
If a problem with a shipping address is discovered, we will attempt to contact you and correct the problem, however it is your responsibility to provide us with the accurate information.
Damaged, Opened or Lost Goods
- Damaged, opened or lost shipments should be reported to us immediately so that we can register a claim with the carrier.
- Do not accept packages that are obviously opened or damaged. Report the opened or damaged shipment directly to the delivery person and clearly mark "DAMAGED" and/or "OPENED" on the paperwork.
- Keep damaged goods and containers exactly as they were delivered to you, until you're advised otherwise.
- All damaged shipments must be reported to us within 24 hours of delivery to support@troxten.com.
Order Fulfillment
- We process all orders during regular business hours (M-F 9:00 AM - 5:30 PM Eastern Time). In stock items typically ship within 3 - 5 business days but often next day.
- Delivery time of the shipment will depend on which province we are shipping to.
- Normally, shipment(s) are scheduled to arrive Monday to Friday, between 8 am and 5 pm local time.
- Orders are only shipped to the verified billing address of the credit card used. This is a fraud prevention measure that helps protect you, the consumer
- Due to the high value of some products sold, signatures may be required for Order shipment delivery. If you are not available to accept your shipment, a delivery notification card with further details will be issued by the Courier.
- Multiple items may be shipped separately due to size or availability and may arrive at different times.
- We do not offer a pick-up service at our location at this time.
Refund / Returns Policy
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
- No returns or exchanges on any products after 30 days.
- All returned items must be in unused, new condition, and in their original unopened packaging.
- All returns require an RMA number, which is forwarded to the customer upon approval. The RMA number must accompany the return.
- Proof of purchase (original receipts) is required from the customer.
- The customer is responsible for return shipping charges. We are happy to arrange the return shipment for you, using our carrier at reduced rates. Please note that the shipping charges of the return would be deducted from your refund.
- Should the return be the result of our error, or a defective product, Troxten will cover the cost of the return shipping fee.
- Refunds and/or exchange of product will only occur after the returned product is received in our warehouse, and its condition inspected.
- Refunds will only be issued to the original source of payment.
- Shipping charges are non-refundable unless you have to return the product because of our error.
- Manufacturer’s warranty policies may supersede our return policy.
Last updated April 23, 2024
