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Shipping & Returns

Shipping & Returns:

PLEASE READ THE FOLLOWING TERMS AND CONDITIONS OF USE CAREFULLY BEFORE USING THIS WEBSITE. All users of this site agree that access to and use of this site are subject to the following terms and conditions and other applicable law. If you do not agree to these terms and conditions, please do not use this site.

Returns/Exchange:

All non-customized and stock goods in "like-new" condition may be returned for a full refund within 30 days of purchase. A valid return authorization (RA) number must be obtained prior to the return and should not be used. No restocking fee on Stock Products. Returns/Exchanges on special ordered items are subject to a 15% restocking charge. (Some apparel items may have a restocking charge as high as 20%). Both exchanges and returns are dealt in similar manner.
Customized products such as apparel, promotional and some sporting goods items are NOT returnable. In the event that a returned item has any packaging, parts, manuals, warranty documents or any other items missing, the return may be refused or we may deduct a whole or part of the value of the order. We reserve the rights to refuse a return if the product is found to be used and not in "like new condition"

Initial cost of shipping is not refundable. Customer is responsible for the shipping charges to send the goods back. All shortages or damaged goods must be reported within 72 hours.

Arbitrary ReturnsIn the event of a customer returns an order or a part of an order arbitrarily without obtaining a valid "return authorization", the customer agrees to pay any cost of return shipping charges. If the customer doesn't pay return charges when shipping, charges will be deducted from the eligible refund amount.


Shipping
Most items are shipped F.O.B. our warehouse (Toronto). The customer agrees to pay any additional courier charges caused by an incorrect shipping/delivery address being provided by the customer. 

If a package is returned back to the Marchant's warehouse without being delivered, the customer is liable for initial shipping cost plus the cost of "Return Shipment".

Shipper reserves the right to choose the carrier even though the order states otherwise in order to offer a fast, economical and safe delivery of the package. If the customer requires a specific carrier to be used please state so in the comments section.n.

Shipping Charges:
 Please note that due to the nature of the products we ship,
the Freight charges that are initially applied to your orders with large and heavy items are only estimated. An email will be sent to you following your order being processed with the correct amount of Freight. (All charges are based on the weight and the size of the product and the destination it is going to.)

Wrong Address: 
In the event, the customer submits a wrong address and if it results in an address correction or re-shipment, additional freight charges may be applicable.

Re-Shipping Charges: 
If the order returns back to our warehouse without being delivered in customer error (i.e. not picking up the order or due to the wrong address) customer requires the order to be shipped again, re-shipping charges will apply.

Shipment Refusals: In the event of a customer refusing a legitimately placed order or a part of an order arbitrarily without obtaining a valid "return authorization", the customer agrees to pay any cost of original shipping charges and return shipping charges. If the customer doesn't pay return charges when shipping, charges will be deducted from the eligible refund amount. A restocking fee of up to 20%-100% of the order also may be applicable.

US Customers:
 Please note that some orders (over $200 total) that are shipped to the USA from Canada will have a brokerage fee applied by the freight company (i.e. UPS) to handle customs processing. Also, some items will have duty added. We will notify you by email prior to shipping your order of these extra shipping charges. Certain free shipped items may exclude Alaska and Hawaii of the offer.

Note: Not all items can be shipped to the USA. We do not ship most apparel items to the US due to contractual agreements.

Installation: 
Some items may require installation whether it states or not on the product page and the customer is responsible for any installation. The installation cost is not included in the price. 

In-Store Pickups:

Customers will receive a call and/or e-mail to arrange for pick up when the order is ready. Visiting our office prior to the call does not guarantee the availability of the product. Any orders that are not picked up within 60 days after the order is ready, will be cancelled and the product put back into stock. A restocking fee of 15% of the order value will also be charged to the customer account. (At certain times the restocking fee could be 20%)

Leaving Packages Unattended (SNR - Signature Not Required service, only for orders over $150):

If you wish for a No Signature Required delivery of your purchase, please give us the authorization in writing, via an email to sales@marchants.com for the courier to deliver all shipments to the above address without obtaining a proof of delivery signature (e.g., leaving shipments at premises unattended). 
By requesting SNR, you release and indemnify Marchant's from and against any claims for loss or damages, including indirect or consequential damages, resulting from the delivery of any shipments as authorized herein.

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