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All technical or warranty support will be provided by a local authorized dealer if available.
In terms of internet sales, if a local dealer is not available, Cinderella customers outside of local service areas are required to work with our technical support team to remedy any technical or warranty problems encountered. In these circumstances warranty covers parts only, shipping and labour is not included unless otherwise specified.
What does this Warranty cover?
This warranty covers defects in materials or workmanship in your Cinderella Incineration Unit on the terms, for the period and subject to the exceptions set out below.
What does this Warranty not cover?
This warranty does not cover normal wear and tear or damage caused by accidents (including fire, floods, hurricanes or Acts of God or nature), abuse, misuse, failure to follow manufacturer directions or improper maintenance. Consequential and incidental damages are not recoverable under this warranty. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
How long does the Warranty apply?
This warranty lasts for a period of three (3) years from the original date of purchase. What will Cinderella Eco Canada Ltd. do?
If you submit a valid claim under this warranty, Cinderella Eco Canada Ltd. will either repair, replace or refund the purchase price of your Cinderella Incineration Unit, at its sole discretion.
How do I arrange a service?
To arrange a service, please click the appropriate product selection below:
Cinderella Incinerating Toilet Support:
Cinderella Freedom Incinerating Toilet
Cinderella Comfort Incinerating Toilet
For all other Cinderella technical inquiries please contact us at the information provided below.
Available service options are dependent on the country in which service is requested and may be restricted to the original State/Province in which the sale took place. Shipping charges may apply, depending on the location.
You may be required to furnish proof of purchase details when making a claim under this warranty. For further warranty information please refer to our web page: www.cinderellaeco.com
How does State/Province law apply?
This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Please check your local laws.
The Cabin Depot
For support and service please call (844)-603-4743
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
- 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 tractor
trailer 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 incorrect 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!