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Ordering Information

If placing an order to be shipped, we ask that you do so with an extra measure of patience.   Suppliers & couriers are moving slower than usual and shipments are taking longer than normal to arrive.   No delivery guarantees.  No refunds on shipping cost due to delays.  

Ordering, Shipping & Policies

Ordering Process

  1. Place Your Order
    Submit your order online, providing us with a physical address. No payment information is required at this stage.

  2. Order Confirmation
    You will receive an automatic confirmation by email. If your order requires a shipping quote, a revised confirmation will be sent. Please review all details carefully, including address. (Any additional charges resulting from an incorrectly provided shipping address are the responsibility of the customer.)

  3. Order Processing
    Your order is placed in queue and prepared for packing.

  4. Invoice & Payment
    Once your order is packed and ready to ship, you will receive an email with an invoice and instructions to pay via our secure payment portal. (Please check your spam or junk folder if you do not see it.)

  5. Shipping & Tracking
    After payment, a shipping label will be created and your tracking number emailed. (Lettermail does not include tracking.)

  6. Courier Pickup
    Packages are picked up by the courier. Pickup may not occur the same day the label is created, depending on the courier’s schedule.

Shipping Within Canada

  • Free Shipping: Orders of $250 or more before taxes qualify for free shipping, excluding machines and oversized items. Free shipping applies to one complete shipment per order. Partial or split shipments may incur additional charges.

  • Flat Shipping Rates: Orders under $250 are charged as follows:

    • Ontario: $16

    • Most other provinces: $19

    • British Columbia and Newfoundland & Labrador: $21

    • Canada Post Lettermail – some smaller items (no tracking) $2.95+

  • Additional charges may apply for deliveries to the Territories or Airstage addresses.

  • Most packages are shipped via Courier, based on the most economical method. Machinery and oversized items may require a custom quote and may ship via freight. Expedited shipping is available for an additional fee; please contact us for a quote.

  • Returned Packages: Customers are responsible for all shipping fees if a package is returned due to non-delivery (e.g., failure to pick up at the post office or unavailability at delivery).

Shipping To The USA

Due to current cross-border shipping challenges, Stockroom Supply is temporarily limiting the range of products we send to the U.S.

  • Shipping Fees: $25 USD for most orders, unless otherwise stated in the product description (excluding Alaska, Hawaii, and Puerto Rico, where actual shipping fees apply). Occasionally, actual shipping rates apply, or items may be eligible for a small packet rate of $9.95 USD. The $25 standard shipping fee covers one complete order. If an order is divided into multiple shipments, additional shipping charges will apply.

  • We reserve the right to add tariff or handling fees where necessary. In the event of changes to shipping costs, added tariffs, or product omissions, you will be provided with this information before or at the time payment is requested.

  • Delivery Timelines: Extensive document preparation and customs clearance are impacting the timeline for all U.S.-bound shipments. Please anticipate at least three weeks for delivery, with some shipments requiring longer (e.g., Little Rippers, Flatmasters, Moulding Masters, All-Slide Wing). Expedited shipping options may be available upon request for an additional fee.

  • Returned Packages: If a package is returned to us because delivery could not be completed (e.g., no one available to receive a UPS delivery), the customer is responsible for all shipping fees incurred, including the original shipping fee, return shipping charges, and any applicable brokerage fees.

International Shipping

We ship our Canadian-made products internationally. Orders are quoted and processed in Canadian dollars (CAD).

International shipments may be subject to customs duties, import taxes, and brokerage fees, which are assessed upon delivery and are the responsibility of the recipient.

Lead Times

We make every effort to ship orders within the stated lead times; however, production, supplier, and shipping factors beyond our control may cause delays. Estimated ship dates and delivery times are approximate and cannot be guaranteed.

Some products, including Flatmasters, Little Rippers/Round Rippers, and Moulding Masters, have extended lead times.

No payment is collected at the time of order. Placing an order secures your position in the production queue, and orders are processed in the order they are received. Payment is requested once the order is packed and ready to ship.

Damaged or Missing Items

Please inspect your order immediately upon receipt, even if you do not plan to use the product right away. Check carefully for any damage, defects, or missing items.

  • Claims for damage or missing items must be reported within 48 hours of delivery. Claims submitted after this period may not be eligible for replacement or credit and will be reviewed at our discretion.

  • When reporting damage, retain all original packaging and provide clear photographs of the product and packaging, as this may be required to process a claim.

  • We are not responsible for damage caused by improper handling or storage after delivery.

Payment Terms

We accept Visa, Mastercard, PayPal, e-Transfer, and cheques. Cheque Payments: Orders are shipped once the cheque has cleared.

We do not maintain customer accounts. All orders must be paid in full before leaving our facility. No payment is collected at the time of order placement; payment is requested once the order is packed and ready to ship via our secure portal.

If an order is cancelled after payment is processed, a 5% processing fee will be deducted from the refund.

Taxes

Sales tax is applied based on the destination province:

  • Ontario: 13% HST

  • Nova Scotia: 14% HST

  • New Brunswick, Newfoundland & Labrador, Prince Edward Island: 15% HST

  • All other Canadian provinces and territories: 5% GST

Taxes are applied to both merchandise and shipping charges. U.S. customers should disregard any displayed Canadian taxes.

Currency

  • U.S. Customers: Orders are processed in U.S. dollars (USD), even if CAD prices are displayed. This helps us maintain reasonable cross-border shipping rates.

  • Canadian Customers: Charged in CAD.

  • International Customers: Charged in CAD; your credit card provider will convert the amount to local currency.

A 3.5% fee may apply for cancelled orders after payment, deducted from the refund to cover transaction costs.

Business Hours

We are open Monday to Friday, 9:00 AM – 4:00 PM EST, excluding holidays.

Please note that we are located in Canada and follow a Canadian holiday schedule.

Typical yearly closures include:

  • Family Day: Third Monday in February

  • Easter: Good Friday & Easter Monday

  • Victoria Day: Last Monday preceding May 25

  • Canada Day: July 1

  • Civic Holiday: First Monday in August

  • Labour Day: First Monday in September

  • Truth & Reconciliation Day: September 30 (no couriers)

  • Thanksgiving: Second Monday in October

  • Hamilton Woodworking Show: October/November (TBA)

  • Christmas / Inventory Count: Approximately two weeks from late December through early January