Shipping Policy
In-Stock Items
• Orders placed before 11:00 AM (PST) are typically processed and shipped the same business day.
• Orders placed after 11:00 AM (PST) may ship the same business day; however, they will typically ship the following business day.
• Weekend and Canadian Public Holiday orders will be processed on the next business day.
• During peak seasons or promotional events, shipping times may take longer.
Items Not In Stock or Not Available to Purchase Online
• Items marked as "Not in Stock" or “Contact Us” may be in stock or are easily able to be ordered by us. Delivery time will depend on supplier or manufacturer lead times and in many instances our turnaround time is very effective.
LTL Shipments
• We offer LTL (Less-than-Truckload) Shipping for large or bulky items. These shipments may have different costs, processing and delivery times.
International Shipping
• We currently offer shipping across Canada and on select products only to the USA (excluding Alaska and Hawaii).
• International shipments may be subject to customs fees, duties and taxes, which are the recipient's responsibility.
Store Pick Up
• Items can be picked up from 104 Garden Avenue, North Vancouver, BC V7P3H2 between the hours of 9 AM to 6 PM, Monday to Thursday or until 5pm on Fridays.
• You will receive an email or SMS notification when an item is ready for collection.
Shipping Rates
• Shipping rates, where applicable, are calculated based on the weight, dimensions, and shipping address provided. For large, heavy items we do recommend shipping to a commercial location with loading dock if possible.
Carrier Shipping Timeframes
• Once the order leaves our facility, we rely on the carrier for delivery, and delays outside of our control (e.g., weather, holidays) may affect shipping times.
• Carrier delays are beyond our responsibility, and we cannot accept any liability for late deliveries.
Changing Your Shipping Address
• If your order has not yet shipped, we can assist with address changes.
• Once the order has shipped, the address cannot be changed.
Signature on Delivery
• We strongly recommend selecting the "Signature on Delivery" option. This reduces the risk of lost or stolen packages and ensures your package is safely received at your address.
Tracking Your Order
• After your order ships, you will receive an email or text confirmation containing a tracking number. Note, it may take a few hours for the estimated delivery date to be advised.
• If you do not receive tracking information, please contact us at info@westcoastoffroaders.com
Damaged Goods During Shipping
• If your order arrives damaged, do not discard any part of the packaging.
• If the packaging is visibly damaged and the product appears compromised, reject the package upon delivery (if you are present); or
• Immediately contact the carrier within 48 hours and file a damage claim. We do not handle this claim however feel free to contact us if we can assist if you are having issues.
NOTE, if you don’t have Route Package Protection:
• Do not use or install damaged goods, as it may affect the warranty or any future claims.
• If you need a replacement item shipped immediately, you will need to place a new order and pay for the replacement in full (including shipping).
• Compensation is handled by the carrier and is not guaranteed by us.
• Adding Route Package Protection to your order can help resolve issues quickly and efficiently and save you a lot of time and money.
Lost or Undelivered Package/s
If your package hasn’t arrived by the expected date and the tracking shows:
• Still in transit with no delivery date.
• One or more packages in a shipment is missing.
• Delivered but missing or stolen.
Follow these steps:
1. Contact the carrier and provide the tracking number of the missing/undelivered item(s) and file a claim if necessary.
2. If you believe your package was stolen, we recommend filing a police report.
We cannot be held responsible for undelivered or lost packages unless we made an error in the shipping address in which case we will accept full responsibility and ensure that this is rectified as soon as possible.
Billing and Shipping Addresses
• Please ensure your billing and shipping details are correct when placing your order. We cannot take responsibility for issues caused by incorrect address information, unless the error is on our end.
• We do not ship to P.O. Boxes.
Cancellations
In-Stock and Orders Not Yet Shipped
• If your order has been processed but not yet shipped, we may be able to cancel it. A restocking fee may apply if it is a non-stocked item and is sourced from either one of our suppliers or manufacturers.
• If we do process a cancellation, in either case, a 3% credit card processing fee will apply.
Shipped Orders
• Once shipped, we cannot cancel your order. Our Return Policy will apply.
Refused Shipments
If a package is:
• Refused, marked "Return to Sender", unclaimed, or undeliverable due to an incorrect street address, and delivery was attempted more than once, we will issue a refund minus:
- A $15 service fee.
- Shipping and handling costs, even if free shipping applied.
- A restocking fee of up to 25%.
- Packaging costs, customs fees, taxes, and other applicable charges.
- Credit card processing fee (3%).
· Where the package is returned to us damaged, no refund will apply.
For more details, refer to our Refund Policy.
Wrong Product Shipped
If you receive the wrong product:
• Email us a clear photo of the packaging and part number within 7 days of receiving your order.
• Once verified, we will send a replacement immediately. You will need to pre-authorize payment for the replacement, including shipping and any applicable taxes and duties.
• We will provide a return label for the incorrect product, and it must be returned in original, unopened condition.
• If we do not receive the incorrect item returned within 30 days, we reserve the right to process the pre-authorized payment.
