FAQ

How do I inquire about my order?

You may reach us at info@CanadianTonneaucovers.ca or see our contact us page for more information.

How do I know if the tonneau cover’s size fits on my truck?

You can search for the product measurement on the product description on our website, if you are not sure about it, please contact us via email or phone number so we will assist you with product information.

Is it possible to change receiving information once the order is in shipping progress?

Please contact us via email if you want to adjust the receiving information and depending on the shipping progress status, it can be adjusted. But if the order is in the delivery process, we can not help to change the receiving information for you anymore.

Is my personal information secure?

Yes, your personal information will be protected because we use secure services to ensure that.

 

 

SHIPPING AND RETURNS QUESTIONS

 

How do I get free shipping on my order?

Free shipping applies to all orders within Canada, some exceptions may apply within North West Territories, Yukon, Nunavut, Labrador and other remote areas.

Can you help to gift pack the order?

No, we do not pack the order as gift, but the order will be packed safely according to the shipping companies’ requirements.

Do you ship outside of Canada?

Sorry, we do not ship outside of Canada.

What is the order processing duration?

Normally, orders that are placed Monday to Friday during typical business hours, will be processed the same or the following day. All orders placed Saturday or Sunday will be processed on Monday, except for the holidays.

 

 

When will the order ship?

All orders are shipped Monday through Friday. Most shipments will be sent to the shipping company on the same day or next day. If there are any known delays, we will let you know as soon as possible.

How do I know if my order is shipped?

The tracking information will be sent to the email address you provided when checking out within 24 hours after the shipment is shipped, you can input the tracking number on our “Track Order” page to track your shipment. If you do not receive the tracking information from us within 2 business days after you placed the order, please feel free to contact us at sales@CanadianTonneaucovers.com

When will I receive my order?

We do our best to fulfill your order as quickly as possible. Most orders will be shipped within 1-3 business days after processing. It may take 1-5 business days to arrive depending on which location you ship to. The shipment may take longer to arrive if shipping to remote rural areas and during peak holidays. When your order ships, we will send you a Shipping Confirmation email with a tracking number so you can use it to track your order. If you placed an order without providing us your email address, please send us a message on "Contact us" or contact our customer service and we will provide it to you. In case you do not receive your order within 10 business days, please contact us and we will assist you as quickly as we can.What shipping options are available?

Can an order have sent to more than one address?

No, each order can only be sent to one address. If there are several items you purchased and need to ship to different addresses, you will need to place a separate order for each different shipping address.What could cause a shipping delay?

Delays or lost item by shipping companies

If your shipment is delayed due to being temporarily lost or misplaced by the shipping company, we will ship you a replacement order. However, if the original package does arrive, it is your responsibility to help get that back to us. If it is not returned in a reasonable amount of time, you will be charged for it, plus the shipping cost.


But if your shipment is delayed due to holidays or Christmas, please kindly allow extra time for deliveries during this time.

 

Undeliverable packages

Returned packages by courier that are marked as "Unclaimed", "Return to Sender", "Attempted Unknown", "Refused", or "Invalid Street Address", will be credited back to the customer's credit card, less the shipping and handling fees, and a 25% restocking fee.

Item is on backorder

If there is any delay on your order due to backorder, we will contact you via email or phone number you provided. If you have other items on your order that are available, we may ship items separately, backordering the unavailable items.

Billing address information is inconsistent with what is on the credit card record

We will contact customers via call and email to verify if the credit card holder authorized the purchase to protect our customers against credit card fraud. We will not accept the order if the billing address does not match the card record.

Can I return or exchange my purchase?

Please do not return the order right away if there are any problems, but email us first and we will assist you as fast as possible in case of its implementation fault.

However, if there are any other issues that you cannot use the product and want to return, please contact us via email and we will support you on the return.

For all returns and exchanges, you will require the following:

  1. The original receipt from your purchase – for online orders, you can contact customer service for a copy.
  2. The original method of payment (If a gift card was used and was discarded, please proceed to a retail store where the refund will be processed on a new gift card).
  3. Original packaging and all items originally included by the manufacturer (incl. all manuals and accessories).
  4. Contact information provided when the order was placed (name, address & postal code, phone, email).

IMPORTANT: In the event that a returned order has been used, or items missing, the order may be refused, or the value of the missing materials may be deducted from the total credit amount.

When you receive your package, we ask that you examine it closely prior to opening the factory sealed product packaging. If you are not satisfied with your order, you want to exchange or return your product, please contact us via email to request your Return Merchandise Authorization (RMA) number. It will take approximately 2 business days before an RMA is issued to you. IMPORTANT: Packages returned without an RMA number will be refused. Your RMA number is valid for 14 days. Shipping and handling (S&H) charges are non-refundable; however, we will gladly refund your original shipping cost if you are returning an item because of an error on our part or we have determined that the product is defective.

 

Any product (with the exception of installed parts) may be exchanged or refunded within 30 days. You are required to provide original sales receipt and product must be in its original condition and packaging. All products are covered by specific manufacturer’s warranties. The original sales receipt for all warranty claims must be provided.

How do I get my refund once the order is returned?

Right after we receive the shipment and do product check to ensure the product is still in its original condition and packaging, with no defects, no items/ parts missing, we will proceed with the refund to you by the payment method you made before.

Will I receive the full amount I have paid if I return the order?

Yes, you will receive the full amount you have paid for the order if the return order is in its original condition and packaging, no defect determined, no items/ parts missing; otherwise, we may refuse the return or the value of the missing materials may be deducted from your total credit amount.