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Shipping and Returns

Delivery Zone

Goods purchased via this Website may be delivered worldwide, with some exceptions (e.g. if an item is too large or fragile). If you have any concerns about your delivery, please contact us via the form on our Contact Us page.

All international orders from outside Canada and the continental USA will be shipped with DHL only. This will be the only shipping option available at the checkout.

AC will not process any order for which a post office box is provided. Goods will be shipped to the delivery address specified on your order.

 

Shipping Costs

Delivery costs depend on the value, dimensional weight and size of your order and the delivery service you select. We will inform you of the shipping costs for each shipping method in the order summary displayed on this Website before you confirm your order.

You will be asked to select the shipment method you would prefer as part of the order procedure. This amount will be payable by you in addition to the price, including taxes, of the goods ordered.

Please Note: Any and all duties will be your responsibility and will be determined by the customs department in accordance with the laws of your region.

 

Shipping Taxes

Shipping and handling charges are subject to the 13% Harmonized Sales Tax (HST) when shipped within Ontario or to other HST participating provinces in Canada (British Columbia, New Brunswick, Newfoundland and Nova Scotia). Shipping and handling charges to all other Canadian provinces and territories are subject to 5% Goods and Services Tax (GST) only. International orders and those placed from within the USA are exempt from all HST and GST payments on shipping and handling charges, but may be subject to pay customs and duties as determined by the customs department in accordance with the laws of your region.

 

Time required for delivery - shipping

Online orders are prepared for shipping by our warehouse team Monday to Friday from 10am-6pm. Please allow 48 hours for processing of online orders placed during weekday business hours. 

Any orders placed over the weekend are outside of our warehouse work hours, and will be processed within two business days. This 48 hour time frame applies only to our internal order processing, and does not account for shipping time and any delays caused by the shipping carrier. 

Total delivery time will depend on the shipping method chosen. Upon completion of online orders by our internal team, you will be notified via email of your order status and tracking information.

 

Time required for delivery - pick up in store

Orders for Pick Up In Store are prepared for collection Monday to Friday from 10am-6pm. Please allow 48 hours for processing of Pick Up In Store orders placed on a weekday. Any orders placed over the weekend are outside of our working hours, and will be processed within two business days. 

When your order is ready for pick up, you will be notified via email that it is available for collection. All orders will be available for pick up at The Rowanwood, 1 Rowanwood Avenue, Unit 2, Toronto. Orders can be picked up by appointment only during business hours - Monday to Friday from 10am-6pm EST. Identification and signature is required at pick up to release the goods.

 

Delivery Delays and Damages

Please note that once your order has left our premises, we have no control over the delivery speed. If your package is delayed, first consult the shipping carrier using the tracking number of your package. Most often the shipping carrier will supply the most up to date status information.

You must report any failure to deliver or late delivery exceeding fourteen (14) business days to our customer service team as soon as possible. In order for your claim to be accepted, do not notify us of non-delivery more than a maximum of thirty (30) calendar days from the date you were provided with the confirmation of your order. 

You should check that your shipment is correct on delivery. If there are any discrepancies in your order when the products are delivered to you, you should note the nature of the potential discrepancy (e.g. open package, damaged goods, etc.) and notify us via email. If any products are damaged, take photographs of the damaged area and include them in your correspondence with us. Further information regarding returns or refunds will be supplied by our customer service team.

If the goods do not conform to your order or you are not satisfied with them, you may exchange them or return them for a refund according to the terms and conditions contained in the section entitled "Returns - Exchanges - Refunds".

AC shall not be responsible or liable for any delivery or return delays, interruptions, sabotage, interference or failures that are caused (whether directly or indirectly) by any cause, event, or circumstance that is outside of AC's influence or control, such as (without limitation) any labour unrest (strikes, lock-outs or otherwise), civil unrest, third party criminal conduct, pandemic, terrorism, natural disasters, extreme weather, or accidents.

 

Returns - Exchanges - Refunds

You are entitled to return any product ordered via this Website within the thirty (30) calendar days following the date of delivery, subject to the following terms and conditions (regardless of whether or not the order was purchased by you or sent as a gift from another person).

You are responsible for the shipping fees to return an item as well as all duties and taxes associated with the shipment. All sale items are final sale and cannot be returned or exchanged under any circumstances. We reserve the right to refuse any returns that do not meet these standards.

Returns must be sent in their original condition and packaging to the following address: Advice from a Caterpillar Returns, 19 Curity Avenue, Unit 8 (Entrance on Hollinger Road), East York, ON M4B 1X4. You must enclose the original receipt or packing slip with your returns, or a copy if you are returning part of your order. 

For items received as a gift obtained from this Website, you are only entitled to a merchandise exchange (see below) and not a purchase price refund. 

In case of a product exchange:

- if the amount of the product(s) selected in replacement is greater than the amount of the product(s) returned, you will have to pay the price difference in accordance with this Agreement;

- if the amount of the product(s) selected in replacement is less than the amount of the product(s) returned, the price difference will be refunded by AC in accordance with this Agreement, except for a gift order, where an online credit will be issued instead.

If you exchange goods, the shipping costs for the original delivery will not be refunded and you will be responsible for all shipping costs to return the original item(s) to us. AC will cover shipping costs of the second delivery. Shipment of exchanged goods will only be processed once the original item(s) eligible for return have been received by AC in their original condition and packaging.

If you ask for a purchase price refund, AC will use commercially reasonable efforts to ensure that any refund will be made within five (5) business days of receipt of the goods, by crediting your charge or credit card. Refunds will never be issued before goods have been received by AC. Under no circumstances will it be possible to grant you an electronic credit usable on this Website, nor will the Website issue a store credit for use in the AC store.

AC has sole and absolute discretion in determining whether the products are in original condition upon receipt of goods returned.

AC will not be responsible or liable if any item that you have purchased on this Website and that you have attempted to return to AC is lost, misdirected or delivered late.

We do not exchange or allow refunds for goods purchased in the AC store via this Website.

The AC store does not offer refunds on any goods purchased on this Website. Under no circumstances will it be possible to credit your charge or credit card.