Shipping policy

SHIPPING POLICY

1. SHIPPING METHODS & TIMELINES All glass panels are shipped via LTL (Less-Than-Truckload) Freight due to their weight and fragility. We do not ship glass via standard couriers (FedEx/UPS/Canada Post).

  • Order Processing Time: Please allow 1-3 business days for us to pick your order and construct the custom wooden A-frame crate required for safe transport.

  • Transit Time:

    • British Columbia: 1-3 Business Days

    • Alberta: 2-4 Business Days

    • Saskatchewan: 3-5 Business Days

    • Manitoba & East: 5+ Business Days

2. CURBSIDE DELIVERY (IMPORTANT) Our standard freight rate covers Curbside Delivery only.

  • What this means: The driver will lower the pallet/crate from the truck to the ground at the end of your driveway or curb using a liftgate.

  • What this does NOT mean: The driver cannot move the crate into your garage, backyard, deck area, or inside your home.

  • Requirement: Please ensure the delivery location is accessible by a 53-foot semi-truck. If your street is a cul-de-sac or has weight restrictions, you must notify us immediately.

3. DELIVERY APPOINTMENTS For residential deliveries, the trucking carrier will typically call you 24 hours in advance to schedule a delivery window.

  • Someone must be present to sign for the shipment.

  • If you miss your scheduled appointment, the carrier may charge a Redelivery Fee, which will be billed to you.

4. INSPECTION & DAMAGES You must inspect the crate while the driver is present.

  • Visible Damage: If the crate arrives crushed, punctured, or you hear broken glass, you must write "DAMAGED" clearly on the driver’s Proof of Delivery (Waybill) paperwork before signing.

  • Concealed Damage: If the crate looks fine but you find broken glass later, you must report it to us within 24 hours of delivery.

  • The Rule: If you sign the paperwork without noting damage, the insurance claim is void, and we cannot replace the glass for free.

5. REMOTE AREA SURCHARGES Our shipping rates are calculated for major urban centers and standard residential areas.

  • Remote Locations: If you live in a remote area, on a farm, or a location requiring a ferry, the carrier may charge an additional "Beyond Area" fee. We will contact you prior to shipping if any additional shipping costs apply to your order.

6. LOCAL PICKUP Free local pickup is available at our warehouse in Surrey, BC.

  • Please wait for the "Ready for Pickup" email notification before driving to the warehouse.

  • Vehicle Requirement: Glass panels are heavy and long. Please bring a suitable vehicle (truck or van) and straps. We can help forklift the pallet onto your truck bed.

7. ORDER TRACKING Once your crate leaves our warehouse, you will receive an email with the Carrier Name and PRO number (Tracking Number). You can track the truck's status directly on the carrier's website.