Cancork’s Shipping & Return Process
Once your order has been successfully placed, you will receive an email confirmation with your order number. We are unable to redirect goods once they are on their way to you, so please double-check your billing and shipping addresses. In order to arrange for the shipment of goods, we also need a phone number.
In most cases, orders are shipped within two business days. You will receive a shipping confirmation email with your tracking information once your order is ready for shipment. From Monday to Friday, we deliver through our logistics partners.
We only ship within Canada. We generally do not ship to locations outside of Canada. Please contact us at [email protected] if you are interested in ordering to a different country.
Back-Orders Make a reservation to receive the goods from our next container delivery. Only ‘in stock’ items have a stated delivery date during checkout. Please email or call us if you have any questions about estimated shipping times for backorders.
Cost of Shipping
To ensure a smooth and quick ordering process, we work with a number of logistic partners. These aren’t always perfect, and they don’t always provide quotes for specific locations or only provide quotes for high shipping costs. If you do not receive an appropriate shipping quote, please call us (+1 (888) 686-5778) or email us ([email protected]). We are happy to assist you in determining the most cost-effective shipping options.
The total amount of merchandise will be subject to any applicable sales tax.
Taxes are calculated based on the billing address and itemized at the time of purchase.
If you are a PST-exempt business and would like to avoid paying PST, please give us a call so we can generate an order without PST.
You are responsible for the original shipping charges, any Import Fees incurred on the package, and the cost of returning the package to our Origin Warehouse (Cancork Floor Inc in Surrey, BC, Canada) if you refuse a shipment from us. Your merchandise refund will be reduced by this amount.
We want you to be completely satisfied with your purchase, therefore we’ll gladly accept it back! It is your responsibility to cover the cost of return shipping. If your order is large enough to be considered a palletized order (over 200 pounds), we will gladly assist you in organizing its return. We are not responsible for damaged returned shipments, so please make sure the return shipment is properly packed for delivery to our Canada warehouse. Please keep in mind that you are responsible for all fees, including duty and import fees.
Free Returns up to 30 Days
Return shipping costs are your responsibility, but we are happy to assist you in organizing it. Please ensure that the return shipment is properly prepared for shipment, as we are not responsible for returned shipment damage.
Extended Returns up to 90 Days
In some cases, you change your mind mid-project. We’ve got you covered. We offer 90-day extended returns. We’ll gladly accept returns and refund 70% of your order. Return shipping costs are your responsibility, but we are happy to assist you. We are not responsible for returned shipment damage.
Liquid Goods Return
Water-based products really shouldn’t be shipped during the winter. We use special packaging materials to keep the product from freezing during transport. The purchasers must immediately bring all liquids inside and inspect them upon delivery (open up cartons). If your shipment arrives frozen or damaged, please contact us immediately with images. Liquid products are generally non-refundable and non-creditable.
If your order arrives damaged, you must notify us within two days of receipt and provide photos. If there is a shipping damage, you must note it on the delivery note before accepting it. The investigation can take up to ten weeks, but once it is finished, refunds or replacements are issued.
Things that can’t be returned/refunded
- Liquids like Adhesive or Polyurethane – All Liquids are considered “Final Sale”
- Clearance sales (marked as Clearance)
- Flooring product without the original packaging/plastic
- Products that are purchased “sight unseen,” which means you didn’t order the samples we offer beforehand
- Shipping costs – We don’t refund shipping charges or pay for return shipping – the purchaser carries the cost of returning the products
Request a Refund
Contact our service team to initiate your return. We will gladly assist you in organizing the return of your order if it is large enough to be considered a palletized order (over 200 pounds). We do not accept returns that are not coordinated with our service
Additional Information about Returns
Returns must be remitted to our Warehouse in Richmond, BC Canada which is the order origin.
Cancork Floor Inc.
104 – 3170 194 Street,
Surrey, BC, V3Z9V2, Canada
Sometimes, you will come across a product that has minor damages or imperfections. However, most of these are still very usable if you cut off the male (or female) side at the beginning row or end row of your project!