Update November 15, 2024. Due to the current Canada Post disruption, order delivery may be delayed, or in certain areas, such as rural locations, not available at this time. We apologize for any inconvenience this may cause.
Shipping and Returns Policy - Troybilt.ca
Because of overwhelming demand combined with the situation we’re all experiencing, delivery delays may occur. We are working hard to process your order and deliver your parts and equipment to you as timely as possible. We thank you for your business, and your patience, as we navigate through these tough times together. Orders leaving our facilities are averaging 3-5 days for parts and 5-7 days for equipment.
Standard Shipping Rate
Troy-Bilt offers flat rate shipping with free shipping for parts and accessory orders shipping by courier with a subtotal over $50. Orders for equipment heavier than courier weight limitations will ship LTL and are excluded from our standard flat rate shipping program. Courier shipping is delivered via Canada Post or Purolator. At this time, no expedited or express shipping options are available on troybilt.ca. Note that any discounts on your order may cause the subtotal to fall below a shipping charge threshold and cause additional shipping charges to be applied.
|
Order subtotal |
Flat rate charge(s) |
|
Under $50 |
$11.99 Shipping Fee |
|
Over $50 |
Free |
*Please note that the above fees are exclusive of any Remote Shipping charges (details below).
Remote Shipping Policy:
Some addresses & postal codes in Canada have limited delivery service, which can result in high shipping costs. We are unable to offer our regular flat rate shipping to these areas and you will instead be assessed an additional $25 Remote Shipping charge, regardless of order value. Please use the Shipping Estimator in the Shopping Cart to determine if you will be assessed this fee.
Large Package Surcharge:
Some oversized products will incur an additional Large Package Surcharge of $31 and will be applied at checkout.
Any item with this surcharge will be identified on the product detail page with the message, “A $31 large-package shipping surcharge, levied and collected by Purolator, will be applied at Checkout.”
LTL Shipping Rate:
| Order subtotal | LTL Freight Delivery Cost |
| $499.99 or less | $59.00 |
| $500 - $999.99 | $99.00 |
| $1,000 - $1,999.99 | $129.00 |
| $2,000 - $3,999.99 | $189.00 |
| $4,000 or more | $289.00 |
What is LTL (Less than Truckload) Delivery?
LTL deliveries are used for orders that exceed the weight and/or dimension restrictions of courier delivery methods. Typical delivery time for LTL shipping is 5 to 7 business days (excluding weekends and holidays). Once your order has been processed and shipped, you receive a phone call from the freight company at least 24 hours prior to delivery. It is important that you provide your daytime phone number when placing your order. If you are not sure that you provided your phone number, please contact us.
Please note the following regarding LTL deliveries:
- Many truck freight companies do not require their drivers to unload shipments. We suggest that you make arrangements to have extra help on hand to assist with unloading your product.
- Ramps and/or unloading equipment may be necessary to have on-hand.
- If the shipping company needs to make special arrangements to unload merchandise, such as lift-gate truck delivery or extra delivery personnel, it will be the responsibility of the customer to reimburse the trucking company unless otherwise noted.
- Some municipalities prohibit truck freight delivery in residential areas. As a result, customers may need to arrange pick-up at the local trucking company's distribution center.
- Please inspect the product carefully and thoroughly before signing the shipping receipt. Shipping damage is covered by the LTL freight company.
- Your signature on the receipt is your acceptance of the merchandise. The customer must arrange all returns or exchanges of LTL freight shipments with a local carrier.
Order Cancellation Policy:
After you hit 'Submit', you many not be able to cancel or change your order. Order processing begins immediately upon placement, therefore, there is a very limited amount of time during which an order can be cancelled prior to shipment. Once our warehouse prints your order, will not be able to be changed or cancelled.
If you need to cancel an order for any reason, please contact our Customer Service department as soon as possible at 1-800-668-1238.
Returns - Parts & Accessories
You have up to 30 days from order shipment to request a return for your order. All returns must have a return authorization number (RA #). The RA # can be obtained by contacting the customer service department at 1-800-668-1238 and provide the following information:
- A copy of your order confirmation
- Your order number
- Your bill-to details
- The phone number provided when placing your order
We cannot accept any returns without a RA # from our Customer Service team. We cannot accept returns for used parts, paint, labels, decals, lubricants, oil, fuel, batteries, electric switches or carburetors. Please note that returns outside of the 30-day window will be subject to a 25% restocking fee.
Shipping Charges for Returns
If you need to return a part or product that is defective, and we ask you to ship it back to us, we will provide instructions on how to ship it to us free of charge. At our discretion, we may simply send a replacement part or product free of charge. At our discretion, we may ship a new part to you instead, and shipping charges would also be covered.
Shipping charges for returns, for any other reason than defective parts/products, are the responsibility of the customer.
Returns - Power Equipment
You have up to 30 days from order shipment to request a return for your order for any New and Unused equipment. Once a unit has had fuel put into the fuel system it is "used" and non-returnable.
In order to process your return, please contact our Customer Service department at 1-800-668-1238 and provide the following information:
- A copy of your order confirmation
- Your order number
- Your bill-to details
- The phone number provided when placing your order
- Reason for your return request
All equipment sold will first be serviced under the appropriate warranty. We cannot accept any returns that have not been authorized by our Customer Service team, prior to receipt. Please note that returns outside of the 30-day window will be subject to a 25% restocking fee, unless otherwise covered under warranty.
Abuse of Return Policy:
Troy-Bilt reserves the right to refuse to sell to any person for any reason not prohibited by law, including, but not limited to, abuse of its return policy.
*All returns are subject to inspection by Troy-Bilt personnel as to identify possible use, misuse, missing components, damage or abuse. Refunds may be denied as a result of failure to pass a return inspection.
Updates to this policy:
*This Shipping & Returns Policy will be updated if at any time our shipping & returns related policies change. Changes will be posted immediately and customers will be notified by the appropriate means.