We gladly accept most unused and unopened merchandise for a full refund within 30 days of purchase (see exceptions below). Simply return the complete product to us in its clean original packaging, accompanied with the original proof of purchase or receipt. Note that the buyer is responsible for return shipping costs.
Unused items with open boxes within 30 days of purchase will be subject to a 10% restocking fee. These items must be returned in the original packaging with all accessories.
Special-order merchandise is not returnable. Non-refundable items also include: Used toilets, cleaning or clothing products, hammocks, Coghlans, Aquatabs, and other items as specified Batteries of any kind are not returnable. This includes but is not limited to all flooded acid, sealed/AGM, or LiFePO4 batteries. There are no exceptions*
*It is not possible to measure or guarantee with certainty that a battery has been unused once it has left our warehouse. Accepting a battery return and then reselling to other customers with the presumption of it being unused is not a practice we follow.
All merchandise is subject to the manufactures warranty and will be repaired or replaced as per the manufactures directions. The Cabin Depot™ is a retail business and we do not employ installers. However, we are very happy to assist customers having issues with any products purchased by reaching out to the manufacturer on the customers behalf if needed to help expedite the troubleshooting or warranty process.
The Cabin Depot Ltd. is a retail business exclusively and accepts no liability for DIY installations or equipment selection. It is the customers responsibility to read the manufacturers manuals and installation instructions carefully, ensure all local, provincial, or national building codes are met, and contact a qualified installer or tradesperson if required.
The Cabin Depot™ is pleased to offer free shipping on select items, and adheres to the following policy:
- Free shipping applies to standard residential or business addresses only. Remote locations are excluded, see below for examples.
- Smaller parcel orders will ship by Canada Post, FedEx, UPS, Canpar, or similar.
- Larger palletized orders such as wood stoves, appliances, batteries, and solar panels will ship by reputable 3rd party trucking companies with residential liftgate and appointment services included.
- Tracking information will be uploaded to our website as soon as it becomes available, at which time customers will receive a notification and can track their order progress. Note that some gmail or hotmail users may have our confirmations misidentified as spam, so we suggest checking your junk folder before contacting us.
- The Cabin Depot™ uses 3rd party carriers and trucking companies, therefore cannot guarantee exact delivery dates under any circumstances. Customers with specific delivery date requirements should contact our shipping department who can review available options.
- Our shipments leave our dock in perfect condition. The carrier or trucking company is fully responsible to deliver orders damage-free and are fully responsible for any delayed or lost shipments.
- Due to increasing fuel and operating costs, trucking companies are now charging additional fees to deliver to some locations in Canada which unfortunately may not be covered under our free shipping policy. The Cabin Depot™ reserves the right to notify the customer of any additional shipping or handling charges if necessary to deliver. If notified of any additional charges, the customer has the right to modify or cancel the order for a full refund.
DELIVERY TO REMOTE LOCATIONS
Our shipping team have managed deliveries to some of the most remote locations in North America. If you live in a remote location, we encourage you to contact us before placing your order so we can review delivery options with you. Regions considered remote include but are not limited to the following:
- Northwest Territories
- British Columbia
For any questions regarding the free shipping policy or quotes please contact us:
Call: 1-844-603-4743 and select option #2
How much is shipping?
Most shipping costs can be calculated in the cart area or at checkout. Most items will ship via Canada Post, UPS, Canpar or FedEx.
Estimated Shipping Times-
If your order is received before noon Eastern Time, your order will typically ship out within 24-48 hours during business hours Mon-Fri. This is dependent on stock and availability. Larger items like solar systems and items that ship on a pallet may take longer. Busy seasons and demand may affect this timeline. Feel free to contact us at 1-844-603-4743, or email firstname.lastname@example.org for an updated timeframe if you require something urgently.
Free Shipping – Any item that is listed on our website with free shipping adheres to the following policy:
Free shipping applies to standard residential or business addresses only. This
covers 99% of our customers. However, if you live on top of a mountain, on an island with limited ferry access, need a plane or helicopter to reach your home, your nearest neighbour is a penguin, you live in a yurt in Death Valley that only donkeys can reach, or other remote location that delivery trucks cannot easily access or are outside of their traditional delivery routes, additional shipping costs may be incurred. We will contact you before shipping your order to confirm if additional charges may apply.
We reserve the right to notify you after you have purchased an item of any additional shipping or handling charges necessary to deliver your order. If notified of any additional charges, you also have the right to modify or cancel your order for a full refund. Regions that are subject to a surcharge include, but are not limited to the following:
- Northwest Territories
- The Islands of British Columbia
Larger items that would require shipping on a pallet would ship LTL.
Less-than-truckload, also known as less-than-load (LTL), is a shipping service for relatively small loads or quantities of freight. Less-than-truckload services are offered by many large, national parcel services as well as by specialized logistics providers.
Please see below for the shipping procedure for LTL shipments:
LTL Shipments may include appliances, solar panels, batteries, Cinderella Incinerating Toilets and wood stoves.
Curbside Freight Shipment Procedure-
Most appliances, solar equipment or larger shipment items ship via tractortrailer or straight truck and are limited to a curbside delivery. Freight carriers are specially trained and equipped to handle oversized and fragile items safely and efficiently. Please refer to the steps below to know what to expect for the delivery service. Please note that these items cannot ship to P.O. Box.
Step 1 – Within 24 - 48 hours after your order is shipped you will receive a confirmation email providing tracking information.
Step 2 – Once the shipment has arrived at your local freight terminal, transport will call you to schedule a delivery appointment. Appointments are made Mondays – Fridays and you are usually given a 4-hour window to expect delivery during business hours. It is important that the phone number provided when ordering is a working number to contact you. If an appointment is not made within a 24-hour period of being contacted, storage fees may apply. You would be responsible for these fees.
Step 3 – Curb side delivery completion – The driver will arrive with a lift-gate truck (truck sizes vary) and will lower the order onto the ground at the edge of your driveway. Due to company
policy the driver is not authorized to move it further. Curbside delivery service does not include set up or assembly of items, or removal of packaging materials, nor does it include bringing the items inside the home.
Step 4 - Upon delivery, you will need to inspect and sign a Proof of Delivery Receipt for the shipment. Check for visible damage and if any damage is seen make sure that it is noted on the delivery receipt and take pictures of the damage. You have the right to refuse the delivery due to damage shown. For all transport damage issues please contact us immediately. Please note: Shipping is unavailable to P.O. Boxes
What to know before accepting your delivery:
The Cabin Depot wants to make sure your order delivers on time, accurately, and damage free. So, we have some important information about receiving a new order.
We carefully inspect all orders before they leave our warehouse to ensure they are accurate and in perfect condition. If you haven’t received a shipping e-mail confirmation with tracking, and are curious about the status of your order, please let us know at any time by calling 1-844-603-4743 and select option #1.
Whenyour order arrives, you will need to carefully inspect immediately before the truck driver leaves or attempts to have you sign off on the paperwork. Paperwork is normally provided, and your signature requested by the driver to acknowledge your order was delivered. If they have no paperwork for you to sign (usually a BOL or Freight Bill) you can request it. Some drivers will want to drop your order and leave asap as they have other deliveries to make. But remember, you paid to have them deliver your order in perfect condition, and they will wait for you to inspect it. If you sign the delivery paperwork without noting any discrepancies or damage, the freight company will not accept a claim and make the customer liable for any damage discovered. So, this inspection means that you should: Open all boxes Count all items Ensure the items shipped are the correct model / type / colour.
DO NOT sign the driver’s paperwork unless you are 100% certain the order is complete, there are no missing items, and it has arrived in perfect condition.
IF YOUR ORDER ARRIVES INCORRECT OR IS MISSING ITEMS:
Note exactly what was shipped incorrectly or missing on your paperwork. You need to clearly write this on the BOL or Freight Bill. Take a picture of the products received, then contact us and we’ll investigate and get this corrected for you asap!
IF YOUR ORDER ARRIVES DAMAGED:
As upsetting as this may be, it does happen on occasion as careless drivers or warehouse workers may have mishandled your order. In this situation, you have 2 options: If there is
significant damage to the order, you can refuse it. Note “ORDER REFUSED DUE TO DAMAGE” on the paperwork, and make sure you take plenty of pictures of the damage. Then send this information to us so we can follow up with the freight company. We can then either refund your order or ship a completely new order to you if the product is still in stock and available. If there’s only slight damage to your order, you can still choose to receive it. But note this damage clearly on the paperwork and take several pictures. Then send this information to us and we will follow up with the freight company. They would then be liable to provide parts to repair or send you some form of compensation.
IF YOU INSPECTED YOUR ORDER, BUT LATER FIND DAMAGE:
This is known as ‘concealed damage’ and freight companies only allow 24 hours to file a concealed damage claim. So, it is very important that if you start unpacking your order and
discover damage to a part that wasn’t visible when you removed the packaging for initial inspection, you need to take pictures and contact us immediately. Do not wait. Freight companies will not even consider a concealed damage claim if one is filed more than 24 hours after receipt. Note that concealed damage claims are often denied, which is why your primary inspection as soon as the order arrives is so important.
Contact our Support Center for assistance!