Shipping & Returns
General Disclaimer
While we strive to maintain precise pricing on our website, there may be some instances wherein pricing will have to be adjusted due to technical issues, administrative errors, or unknown / last-minute supplier price adjustments. In these cases, we will promptly contact you with the revised pricing. If the revised price exceeds a 10% discrepancy from the original listed price, we will issue a refund accordingly.
Fulfilment
Orders are fulfilled in our main facility located in Red Deer, Alberta; but items may come from any one of our six warehouses across Canada (including British Columbia, Manitoba, Quebec, Ontario, and Nova Scotia).
Shipping
- Shipping Method: We utilize a variety of shipping service providers to ensure the fastest delivery time possible. Alternatively, orders can be conveniently picked up from our Red Deer facility location.
- Free Shipping: Enjoy free shipping on orders exceeding a subtotal of $1000.00 (excluding remote locations).
- Delivery Timeframe: Most orders are shipped within 2 to 5 business days, provided the items are in stock. When items are not in stock, we will promptly contact you with estimated fulfilment timelines. If estimated fulfilment timelines exceed your expectations, we will issue a refund accordingly.
- Shipment Tracking: Once orders are shipped, you will receive an email with a tracking number that can be used to track your shipment.
Errors, Defects & Damaged Items
Defective items, or items received in error, will be eligible for return and refund within 30 days of receipt. Damaged items will be investigated and may only be eligible for return and refund if it is a manufacturer defect.
Returns
- Return Process: Need to return or exchange an item? Simply call (888-737-2830) or email (info@totalrescue.ca) us within 30 days of receipt. Please provide the Order Number and identify the item(s) you wish to exchange or return (including item numbers, colors, sizes, and quantities, etc.).
- Return Conditions: All items must be returned with their original tags and packaging intact. Altered, opened, or used items are not eligible for return.
- Restocking Fee: A 15% restocking fee applies to all returned items.
- Return Shipment Fees: Return shipment fees are the responsibility of the purchaser.
Refunds
- Refund Process: Once a refund has been authorized, the refund will be initiated back to the original payment method used. Please allow up to 10 business days for the refund to be posted to your account.
- Refund Conditions: Shipping and handling charges are non-refundable.
Cancellations
Orders may only be canceled prior to shipment. Once shipped, our standard return policy applies.
Payment
Online orders may be paid via debit or credit. Orders made in person at our main facility may be made via cash, debit, or credit.