Shipping policy

Shipping Policy - FlexStone Inc.

At FlexStone Inc., we are committed to providing a smooth and efficient shipping experience for all customers. Please review the following shipping terms carefully:

All orders are subject to a 25% handling and restocking charge in the event of cancellation, refusal of delivery, or return of shipped materials.

Once an order has been dispatched, shipping fees are non-refundable.

 Order Processing:

We aim to process all orders within 2-4 business days from the date of order placement, excluding weekends and holidays. Any deviations from this standard will be clearly communicated on the respective product page at the time of purchase. Once your order is shipped, you will receive a notification email containing tracking information to monitor the status of your delivery.

Shipping Timeframes:

The estimated shipping time displayed at checkout (e.g., 3-9 business days) refers to the period from the shipment date to the delivery date. Please note that this timeframe excludes processing times and serves as an estimate rather than a guarantee.

Order Status:

Upon shipment, you will receive an email notification from us, including a tracking number to facilitate tracking your package. Please allow up to 48 hours from receipt of this notification for the tracking information to become available. If you encounter any delays beyond 10 business days from receiving the shipping confirmation, kindly contact us at info@FlexStoneDesign.ca with your name and order number for prompt assistance.

Order Changes:

Once an order is placed, changes or cancellations cannot be guaranteed. Any cancellations after order processing are subject to a 5% payment processing fee.

Orders that are refused at delivery or canceled while in transit are the responsibility of the customer and will incur round-trip shipping charges, along with a 5% payment processing fee. Additional handling or restocking charges may apply where applicable.

Shipping Rates, Times, and Destinations:

Free shipping thresholds vary depending on product and destination, as clearly indicated on the product pages. For precise shipping quotes, please add your desired items to the cart and input your shipping details.

Our Canadian/ USA  orders are dispatched from Mississauga, Ontario. We ship across the contiguous United States and all Canadian provinces. For US-bound orders shipped from our Canadian warehouse, we cover all duties and entry fees on your behalf. However, additional information may be required from you to clear the shipment, in which case, we will contact you via email or phone.

We regret to inform you that we do not currently offer international shipping.

Shipping Time Estimates:

Shipping durations range from 2-12 business days based on your location. During checkout, you will receive an accurate estimate based on your delivery information. Please note that these estimates serve as approximations and may vary.

Large Orders:

Large orders will be shipped on pallets via LTL with curb-side delivery and a scheduled delivery appointment. Upon scheduling, the carrier will provide a delivery window (4-8 hours) and lower the pallet upon arrival. It is imperative that someone is present to receive, sign for, and bring the shipment indoors. Carriers are not responsible for unpacking or disposal of packaging materials.

Missed / Re-Delivery

If a delivery attempt fails due to an incorrect address or inability to receive, the carrier may charge re-delivery, storage, or address-change fees. These are the customer’s responsibility for non-carrier-fault issues.

Shipping Damages:

In the event that a shipment is delivered with visible damage, the shipment should not be accepted and delivery documents should not be signed. The recipient is expected to request that the carrier or driver clearly note the damage on all delivery paperwork prior to departure.

Clear photographic evidence of the damaged product from multiple angles, along with photographs of the damaged packaging, should be taken, and written notification should be provided within twenty-four (24) hours of delivery. This documentation is required in order for a carrier claim to be filed and for any replacement to be considered.

Acceptance of a damaged shipment, signing delivery documents without noting damage, or failure to provide timely notice and supporting documentation may result in the claim being denied.

Upon receipt and review of the required documentation, we will evaluate the claim and, where applicable, coordinate a resolution, which may include replacement parts or products at our discretion. Shipping and freight charges are non-refundable and will not be credited, even in the event of damage or replacement.

Refunds, Returns, and Exchanges:

We accept return requests within 14 days of delivery. To initiate a return, please notify us via email at info@FlexStoneDesign.ca within the stipulated timeframe, providing your order number and tracking information.  Return shipping costs are the responsibility of the customer.

 Returned items must be securely packaged in their original condition. Refunds will be processed once the returned items are received, inspected, and confirmed to be unused and undamaged. Please allow 5-7 business days for the refunded amount to reflect in your account.

*Shipping and freight charges are non-refundable*

 Samples are ineligible for returns or refunds, except when included in an purchased order.

 We appreciate your understanding and cooperation regarding our shipping policy. If you have any further inquiries or require assistance, feel free to contact us at any time.