Shipping & Returns

SHIPPING

Shipping Policy

GENERAL SHIPPING INFORMATION

Shipping Within Canada: Orders are shipped via Purolator Standard Shipping Service unless otherwise specified. Shipping costs are calculated at checkout based on the destination, package size, and weight.

Oversize and Overweight Items: Products exceeding 50 lbs or 48 inches in length may incur additional shipping fees. These will be calculated and displayed at checkout.

Dangerous Goods and Special Handling Items: Items requiring special handling, such as liquids, aerosol paints, bear spray, chainsaws, and other hazardous goods, may have additional shipping restrictions or costs.

* Airstage Locations

Locations where mail must be airlifted more than 6+ months of the year. Click here for a full list of postal codes ineligible for free economy shipping*

** Remote Locations

Northern regions and remote areas – a location that is far removed from major urban centres or that receives infrequent service. All remote areas are listed in Table 9.

Sales Tax

Retail sales tax (RST) is applied to taxable orders based on the shipping destination. Our online order system is able to apply only RST exemptions based on the tax status of the goods and not the purchaser. If you are eligible for an RST-exemption that was not applied to your order, please file the applicable rebate claim with your provincial tax office.

Sales taxes are collected on Canadian orders only, we do not collect tax on international orders (outside of Canada). See International Orders below.

International Orders

When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates.

Since we are based in Canada, international packages may be subject to duties and taxes. International shoppers are responsible for any and all customs fees, taxes, tariffs or duties levied by their respective government. 

Additional charges for customs clearance must be fulfilled by the recipient. Import duties, taxes, and charges are not included in the item price or shipping cost. Please check with your local customs website for more information.

The Arborist Store has no control over these charges and we can't determine or predict what they may be.

Any shipments that fail to be claimed upon arrival in your Country will be returned to us and the order will be cancelled and refunded less the original shipping fees, any penalties imposed by your local government and costs associated to the shipment being returned to us.

The cost of shipping for any returns on International orders will be the sole responsibility of the customer.

RETURNS

Return Policy

If for any reason you aren’t satisfied with the equipment that you have purchased from us, we are happy to offer a 30 DAY return policy on MOST products provided that they remain in their original, unused condition with packaging.

Eligible items may be returned or exchanged in store at any time during the 30 day return/exchange period. We are also happy to help you arrange for return shipping if you are unable to visit one of our physical locations.

Before shipping any goods back to us, please complete the form in the "Start a Return" drop-down or contact us at 1-800-387-4940 or (905)795-1610 for a return authorization number and a copy of your invoice/packing slip. This packing slip MUST be printed and included with the return shipment in order for it to be processed.  Customers are responsible for the cost of return shipping unless you have received a defective product or we have sent the incorrect item in error.

The following items are exempt and cannot be returned:

  • Fall Protection and Life Support Equipment
  • Any rope that has been removed from its original packaging
  • Clearance items
  • Non-Stock / Special Order Items
  • Custom Spliced Items
  • Any item that has been washed, worn, used or altered
  • Gift Cards
  • Downloadable Software
  • Select First Aid and Healthcare Products (ie. reusable respirators, CPR Masks, Bug Spray, Hand Sanitizer etc.)

Any returns associated to orders where a Free Gift was awarded based on the product(s) purchased, or the overall order value, will be issued as Store Credit ONLY. Cash refunds are NOT available for promotional purchases.

No items may be returned between Black Friday and Cyber Monday. These blackout dates will be deducted from, and will not impact, the 30 day return window where applicable.

Please note that items will be ineligible for return after 30 days from the time of purchase. If there is an issue with your order please let us know as soon as possible so that we can attempt to resolve any issues to your satisfaction.

International Returns

The cost of shipping for any returns on International orders will be the sole responsibility of the customer.

Start a Return

Before shipping any goods back to us, please complete the form below to obtain a return authorization number and a copy of your invoice/packing slip.

This packing slip MUST be printed and included with the return shipment in order for it to be processed. Customers are responsible for the cost of return shipping unless you have received a defective product or we have sent the incorrect item in error.

Need Assistance? Call Us At 1-800-387-4940 | MON - FRI 8 AM-5 PM

WARRANTY

Warrany Return/Exchange Policy

While we stand behind the manufacturer-warranted products that we carry, some require us to physically return the product(s) to them for inspection prior to giving us the authorization to provide a refund, credit or warranty replacement.

Any defective product must be returned to us, at the customer’s expense, upon request for visual evaluation and review.

If a returned product is determined defective according to the manufacturer, we will replace, credit, or repair according to the manufacturer's guidelines/directions.

We do not accept any responsibility or liability for the terms of Manufacturer warranties and/or the decisions they make pertaining to the replacement or refund of the products covered under said warranties, and we will not replace items until we are authorized to do so by the manufacturer. As a result, immediate over the counter returns and exchanges for items under warranty are therefore not always available.

Contact a Warranty Specialist

Should you have an issue with any manufacturer-warranted product that was purchased through us, we are more than happy to assist you in opening a claim.

Please complete the form below with all relevant information and a warranty specialist will contact you within 2-3 business days with any next steps to required to process your claim.

Need Assistance? Call Us At 1-800-387-4940 | MON - FRI 8 AM-5 PM

STILL HAVE QUESTIONS?

1-800-387-4940
info@thearboriststore.com

SHIPPING

Free Shipping Policy

FREE SHIPPING ON QUALIFYING ORDERS OF $199 CAD OR MORE*

SOME THINGS TO KNOW:

  • The Free Shipping offer applies to online orders placed on thearboriststore.com and theforestrystore.com only.
  • The Free Shipping offer does not apply during select promotional events and in combination with select discounts including, but not limited to Black Friday, Cyber Monday, and Boxing Day unless otherwise indicated.
  • To qualify for free shipping, your order must total $199 CAD or more before any taxes, fees, or shipping charges are added.
  • Free shipping applies only to shipping addresses in Canada and will be sent via Purolator Standard Shipping Service unless otherwise stated.
  • Oversize and overweight items (any product weighing more than 50 lbs, or exceeding 48 inches in length) as well as shipments to airstage* and remote areas** are not eligible for the Free Shipping offer.
  • Items classified as dangerous goods and/or those that require special handling (i.e. liquids, aerosol paints, fertilizer, bear spray, fire extinguishers, axes, chainsaws etc.) are not eligible for the Free Shipping offer.
  • Free shipping will not apply if any purchase of an eligible item is cancelled, resulting in a total purchase of less than $199 CAD.
  • The Free Shipping offer is subject to change without notice.

* Airstage Locations

Locations where mail must be airlifted more than 6+ months of the year. Click here  for a full list of postal codes ineligible for free economy shipping*

** Remote Locations

Northern regions and remote areas – a location that is far removed from major urban centres or that receives infrequent service. All remote areas are listed in Table 9 .

Sales Tax

Retail sales tax (RST) is applied to taxable orders based on the shipping destination. Our online order system is able to apply only RST exemptions based on the tax status of the goods and not the purchaser. If you are eligible for an RST-exemption that was not applied to your order, please file the applicable rebate claim with your provincial tax office.

Sales taxes are collected on Canadian orders only, we do not collect tax on international orders (outside of Canada). See International Orders below.

International Orders

When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates.

Since we are based in Canada, international packages may be subject to duties and taxes. International shoppers are responsible for any and all customs fees, taxes, tariffs or duties levied by their respective government. 

Additional charges for customs clearance must be fulfilled by the recipient. Import duties, taxes, and charges are not included in the item price or shipping cost. Please check with your local customs website for more information.

The Arborist Store has no control over these charges and we can't determine or predict what they may be.

Any shipments that fail to be claimed upon arrival in your Country will be returned to us and the order will be cancelled and refunded less the original shipping fees, any penalties imposed by your local government and costs associated with the shipment being returned to us.

The cost of shipping for any returns on International orders will be the sole responsibility of the customer.

RETURNS

Return Policy

If for any reason you aren’t satisfied with the equipment that you have purchased from us, we are happy to offer a 30 DAY return policy on MOST products provided that they remain in their original, unused condition with packaging.

Eligible items may be returned or exchanged in store at any time during the 30 day return/exchange period. We are also happy to help you arrange for return shipping if you are unable to visit one of our physical locations.

Before shipping any goods back to us, please complete the form in the "Start a Return" drop-down or contact us at 1-800-387-4940 or (905)795-1610 for a return authorization number and a copy of your invoice/packing slip. This packing slip MUST be printed and included with the return shipment in order for it to be processed.  Customers are responsible for the cost of return shipping unless you have received a defective product or we have sent the incorrect item in error.

The following items are exempt and cannot be returned:

  • Fall Protection and Life Support Equipment
  • Any rope that has been removed from its original packaging
  • Clearance items
  • Non-Stock / Special Order Items
  • Custom Spliced Items
  • Any item that has been washed, worn, used or altered
  • Gift Cards
  • Downloadable Software
  • Select First Aid and Healthcare Products (ie. reusable respirators, CPR Masks, Bug Spray, Hand Sanitizer etc.)

Any returns associated to orders where a Free Gift was awarded based on the product(s) purchased, or the overall order value, will be issued as Store Credit ONLY. Cash refunds are NOT available for promotional purchases.

No items may be returned between Black Friday and Cyber Monday. These blackout dates will be deducted from, and will not impact, the 30 day return window where applicable.

Please note that items will be ineligible for return after 30 days from the time of purchase. If there is an issue with your order please let us know as soon as possible so that we can attempt to resolve any issues to your satisfaction.

International Returns

The cost of shipping for any returns on International orders will be the sole responsibility of the customer.

Start a Return

Before shipping any goods back to us, please complete the form below to obtain a return authorization number and a copy of your invoice/packing slip.

This packing slip MUST be printed and included with the return shipment in order for it to be processed. Customers are responsible for the cost of return shipping unless you have received a defective product or we have sent the incorrect item in error.

 Need Assistance? Call Us At 1-800-387-4940 | MON - FRI 8 AM-5 PM

 

Click "Start" below to request your return authorization number:

WARRANTY

Warrany Return/Exchange Policy

While we stand behind the manufacturer-warranted products that we carry, some require us to physically return the product(s) to them for inspection prior to giving us the authorization to provide a refund, credit or warranty replacement.

Any defective product must be returned to us, at the customer’s expense, upon request for visual evaluation and review.

If a returned product is determined defective according to the manufacturer, we will replace, credit, or repair according to the manufacturer's guidelines/directions.

We do not accept any responsibility or liability for the terms of Manufacturer warranties and/or the decisions they make pertaining to the replacement or refund of the products covered under said warranties, and we will not replace items until we are authorized to do so by the manufacturer. As a result, immediate over the counter returns and exchanges for items under warranty are therefore not always available.

Contact a Warranty Specialist

Should you have an issue with any manufacturer-warranted product that was purchased through us, we are more than happy to assist you in opening a claim.

Please complete the form below with all relevant information and a warranty specialist will contact you within 2-3 business days with any next steps required to process your claim.

Need Assistance? Call Us At 1-800-387-4940 | MON - FRI 8 AM-5 PM

 

Click "Start" below to get in touch with a warranty specialist:  

STILL HAVE QUESTIONS?

1-800-387-4940
info@thearboriststore.com
!