Customer Service Line
1-800-665-2244 Toll Free
Frequently asked questions
What is included in the prices listed on this site?
Prices quoted on canadianwoodworker.com do not include shipping charges or taxes.
On our Canada site, all prices are quoted in Canadian funds. Canadian Woodworker follows the government legislated regulations for all GST, HST and PST applicable in all of the provinces. When you place an order on line, your order will be confirmed with the appropriate taxes for your tax area.
What are my payment options?
You may place your order using Visa or MasterCard. We will also accept a cheque or money order but this results in a two-week delay in shipping to allow the bank to clear your cheque.
If there is a delay in shipping your order, due to a temporary lack of stock, for example, we will notify you immediately. We will not process your credit card payment until the order is ready to be shipped to you.
When you place an order for equipment that will be customized to your requirements, or that is being manufactured just for you, a deposit or payment in full may be required prior to manufacturing. We will notify you of this prior to us processing your payment.
How do you ship your products?
We work with North America’s leading delivery providers to give you fast and reliable service.
Upon check out, provide us with your delivery address and we’ll e-mail to you an order confirmation, inventory status, expected delivery date and shipping costs.
For your protection, we require a signature at the time of delivery. On large truck shipments, the courier will call you to tell you how to obtain your order. You may need to make special arrangements for delivery by a tailgate truck, forklift, boom truck etc., depending on the size of shipment and the access to your shop. These deliveries carry extra costs so confirm arrangements with the courier service prior to delivery.
What if delivery service to my door is not available?
In this case, you will need to make other arrangements to pick up your order at the courier warehouse closest to your shipping address. For small parcels, a notification will be left in your mailbox if you are not in at the time of delivery.
Delivery of large items to customers in certain remote locations may not be possible. In these instances, a customer service representative will contact you to discuss the handling of your order.
What is the cost of delivery?
Delivery cost is based on the size and weight of the order as well as the destination and speed of delivery service.
Your sales receipt will list delivery charges. The shipping charges listed are for normal truck delivery. This means that your location falls within the delivery area of the courier warehouse and that the shipping address has proper loading facilities. All other special delivery arrangements will include and extra charge.
If you would prefer to use your own delivery service instead of our courier rates, please advise us prior to processing your order.
How do I track my order?
A tracking number will appear on your e-mailed shipping confirmation along with the delivery service provider’s name and contact information. In most cases, you can track the shipment yourself on the website of the delivery service provider. Click on the “YOUR ORDER” icon for the status of your shipment.
If you have any questions, call our customer service line at 1-800-665-2244 (toll-free) or send an email, and we’ll do our best to help.
How do I cancel an order?
Use our customer service toll-free line at 1-800-665-2244 or send an email to check the status of your order. If your order has been shipped, we cannot cancel it. If you have ordered custom machinery or machinery that is being manufactured just for you, we cannot cancel your order or payment once it has been entered into our system.
What is your return policy?
We will accept returns and exchanges of new, unused products only. The product must be in its original condition and packaging and be accompanied by the original sales receipt that you received with your shipment. The return shipment must be made via pre-paid freight.
You must notify us prior to shipping the returned product so that you can include a return authorization number with your shipment. You must also advise us of the shipping method and approximate date of arrival.
Upon receipt and inspection of your returned shipment, we will credit you via the method of your original payment for the item (e.g. If you used your credit card, we will credit your account.).
Can I return an item I bought online to a Canadian Woodworker store?
Yes, provided that you pre-paid for delivery and the item is in its original packaging and condition.
What should I do if the product I ordered arrives damaged or broken?
Please contact us immediately via e-mail at firstname.lastname@example.org or call our customer service line at 1-800-665-2244 (toll free). We will make arrangements for repair or replacement.
What is the warranty on your products?
If the product is defective, the manufacturer’s warranty applies. Most of our manufacturers offer a one or two year warranty on their products. You can check the warranty details of any online product by looking in the product description located on the display page of each of the products.
We stand behind what we sell. If you need to make a claim on the manufacturer’s warranty, please e-mail email@example.com or call 1-800-665-2244 (toll free) and we will make arrangements with the closest warranty depot to rectify the problem with the item.
How can I reach you with a question or comment?
We welcome your feedback regarding canadianwoodworker.com. Please contact us by email, or by phone at 1-800-665-2244 (toll free).