Shipping and Returns
Shipping and Delivery - Delivery Zone
Goods purchased via this Website may only be delivered within Canada and the continental USA. For delivery outside of these regions, please contact us via our contact us page.
Any delivery address situated outside of our delivery zone will be refused during the ordering procedure. AC will not process any order for which a post office box is provided.
Goods will be shipped to the delivery address specified in your order.
Shipping and Delivery - Shipping costs
You will be asked to select the shipment method you would prefer as part of the order procedure.
Delivery costs depend on the value, dimensional weight and size of your order and the delivery service you select.
Please Note: Any and all duties will be your responsibility and will be determined by the customs department in accordance to the laws in each specific region.
We will inform you of the shipping costs for the shipment method you would have selected in the order summary displayed on this Website before you confirm your order. This amount will be payable by you in addition to the price, including taxes, of the goods ordered.
Shipping and Delivery - Taxes
Shipping/Handling charges are subject to the 13% Harmonized Sales Tax (HST) when shipped within Ontario or to other HST participant provinces (e.g. British Columbia, New Brunswick, Newfoundland and Nova Scotia). Shipping/Handling charges on shipments outside of Ontario to all other provinces and territories are subject to 5% Goods and Services Tax (GST) only.
Delivery Time - Time required for delivery
Online orders are processed Monday to Friday from 10am-6pm. Please allow 48 hrs for processing online orders placed during the weekday. Delivery time will also be dependent on the method of shipping that is chosen. Upon completion of online orders, an email confirmation will be sent and tracking information will be forwarded.
In-store Pick Up orders are processed within 48 hrs. An email confirmation will be sent out notifying you that your item is in stock and your order is ready for pick up at our 8 Price St location. Orders can be picked up during business hours from 10am-6pm EST. The credit card holder’s valid driver’s license or government photo ID and credit card used for the transaction is required at pick up to release the goods.
Delivery Time - Delay
You must report any failure to deliver or late delivery exceeding fourteen (14) business days to our customer service 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.) by hand, if possible, on the delivery notice, and sign.
If the goods do not conform to your order or you are not satisfied with them, you may return them, exchange them or request 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 such purchase was a gift for another person):
You are responsible for the shipping fees to return an item as well as all duties and taxes associated to the shipment. All sale items are final sale and can not 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, 8 Price Street, Toronto, Ontario, M4W 1Z4. You must enclose the original receipt 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 and not a purchase price refund. In case of an exchange:
- if the amount of the product(s) selected in replacement is greater than the amount of the product returned, you will have to pay the price difference in accordance with this Agreement;
- if the amount of the product selected in replacement is less than the amount of the product returned, the price difference will be refunded by AC in accordance with this Agreement, except for a gift order.
If you exchange goods, the shipping costs for the first delivery will not be refunded and you will be charged for the shipping costs of the second delivery.
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 returned by crediting your charge or credit card. 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 when returned to AC website.
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.