For All Customers
At this time, we do not ship to any countries other than Canada and the United States. Shipping charges for your order will be calculated and displayed at checkout. Enjoy no customs, brokerage, or duty fees on all your orders; We ensure a hassle-free experience by covering all customs, brokerage, and duties fees, so there are no additional costs for you upon delivery.
At OFF-ROAD CANADA, we strive to provide you with the best shopping experience. To ensure transparency and fairness, we have established the following shipping policy:
Handling Policy
At OFF-ROAD CANADA, we strive to provide you with the best service and quality products. As part of our commitment to excellence, please be advised that there is a handling period of (1-14) one to fourteen business days before we process and ship your order.
The anticipated shipping date is determined by assessing the time required to acquire and prepare your products, combined with the average courier speed based on the shipping destination. During peak holiday seasons, we kindly ask for your understanding as an additional 2-3 business days may be necessary on top of the estimated shipping date, given the increased volume of orders being processed. It's worth noting that orders may be delivered slightly ahead of or after the estimated shipping date. Your patience and cooperation are greatly appreciated.
Order Status
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. If you haven’t received your order within 24 days of receiving your shipping confirmation email, please contact us at info@off-road.ca with your name and order number, and we will look into it for you. You can also check your order status with shipping information here.
Refunds, Returns, and Exchanges
Please view our return policy page for more info. We accept returns up to 30 days after delivery if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. In the event that your order arrives damaged in any way, please email us as soon as possible at info@off-road.ca with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. If you have any further questions, please don't hesitate to contact us at info@off-road.ca.
Express Shipping
For orders with express shipping, if you receive a bill for duties, brokerage, and taxes, please send us the invoice from the shipping carrier. Upon receipt and verification, we will cover these additional charges.
Frequently Asked Questions (FAQ)
- Q: Do you ship internationally?
- A: Currently, we only ship to Canada and the United States.
- Q: How are shipping charges calculated?
- A: Shipping charges are calculated and displayed at checkout. There are no additional customs, brokerage, or duty fees for your orders.
- Q: How do I check the status of my order?
- A: Once your order has shipped, you'll receive an email with a tracking number. Allow 48 hours for tracking information to be available. If you haven't received your order within 24 days, contact us at info@off-road.ca with your name and order number.
- Q: What is your return policy?
- A: View our return policy page for details. We accept returns up to 30 days after delivery for unused items in their original condition, excluding shipping costs.
- Q: What if my order arrives damaged?
- A: If your order is damaged, email us at info@off-road.ca with your order number and a photo of the item. We handle these cases on a case-by-case basis, working towards a satisfactory solution.
- Q: How can I contact customer service for further assistance?
- A: For additional questions, contact us at info@off-road.ca. We're here to help!
- Q: Is it possible to cancel my order while it's in the handling or shipping process, even if I haven't received a tracking number?
- A: Unfortunately, we are unable to cancel orders once they enter the processing stage, encompassing handling and shipping. Cancellations are only feasible within the first 24 hours of placing an order.
- Q: Why is it not possible to cancel my order if it has not been shipped directly to me?
- A: Orders cannot be canceled after direct shipping has commenced because the initiation of the order from the manufacturer is already in progress. This process involves addressing duties and brokerage fees associated with the shipment.
🇺🇸 For US Customers 🇺🇸
All orders are eligible for free shipping. Orders will be shipped within 2 business days. No local pickup option is available for US customers.
"In Stock" Definition
When an item is listed as "In Stock," it means that the manufacturer currently has it available for fulfillment. Orders usually take 1 to 2 business days to ship.
Frequently Asked Questions (FAQ)
- Q: How long does it take for orders to ship?
- A: Orders will be shipped within 2 business days.
- Q: Is local pickup available?
- A: No, local pickup is not available for US customers.
🇨🇦 For Canadian Customers 🇨🇦
"Available from Manufacturer" Definition
When an item is listed as "Available from Manufacturer" it means that the manufacturer currently has it available for fulfillment. However, it's important to note that all products are imported from the United States before being shipped to our customers. Therefore, we kindly ask you to allow an additional 1-14 business days for the handling process, even for "In Stock" items.
This handling period ensures that your order is processed with the utmost care and attention to detail, maintaining the high standards. We appreciate your cooperation and look forward to delivering a seamless shopping experience.
"In-Stock ready to ship next business day" Definition
When an item is listed as "In-Stock ready to ship next business day," it indicates that the product is available in our warehouse and will be processed for shipment on the next business day following the placement of your order. Please note that orders placed after 12 PM (EST) or on weekends and public holidays will be processed on the following business day. Shipping times may vary depending on the destination and the shipping method selected at checkout. Tracking information will be provided once your order has been shipped.
Standard Shipping Charges
- For orders under $600, a flat shipping charge of $29.99 will apply.
- Please note that this charge helps cover the costs associated with processing, packaging, and shipping your order.
Free Shipping on Eligible Orders
- "Eligible orders" are those with a total value of $600 or more (before taxes and fees).
- Orders meeting this criteria qualify for free standard shipping.
- Certain oversized items may be an exception and subject to a flat rate of $99.99-$199.99. This is due to the significant shipping costs associated with these items.
Oversized Items
- Oversized items are identified as products that, due to their size or weight, incur higher shipping costs.
- The flat rate of $99.99-$199.99 for oversized items is necessary to offset the substantial expenses involved in shipping such products.
Exceptional Value, Responsible Policy
- Our commitment to offering free shipping on eligible orders is based on providing you with exceptional value.
- The $99.99-$199.99 flat rate for oversized items ensures that we can continue to make these products available to you without incurring a net loss.
Oversized Item Disclaimer
- We understand that the $99.99-$199.99 flat rate for oversized items may seem high. However, please be aware that these items incur substantial shipping fees, and our policy ensures their availability to you.
In-store Pickup
You can skip the shipping fees with free local pickup at 4699 Keele St., North York, ON CANADA. After placing your order and selecting local pickup at checkout, depending on the vendor, in most cases orders can take up to 1-2 weeks to be processed, and in some cases, again only depending on the vendor, orders can even take up to 3 weeks to be ready for pick up. Once your order has been processed & is ready for pick up you will receive an email confirmation along with instructions on how to collect your order. Our in-store pickup hours are from Monday till Friday from 10AM to 6:30PM, and from Saturday till Sunday from 11AM to 3:30PM. Please have your order confirmation email with you when you come.
Frequently Asked Questions (FAQ)
- Q: What are the standard shipping charges?
- A: For orders under $600, a flat shipping charge of $29.99 will apply.
- Q: How can I qualify for free shipping?
- A: Orders with a total value of $600 or more (before taxes and fees) qualify for free standard shipping.
- Q: Are there any exceptions to free shipping?
- A: Certain oversized items may be subject to a flat rate of $99.99-$199.99 due to significant shipping costs.
- Q: What are oversized items?
- A: Oversized items are products that incur higher shipping costs due to their size or weight.
- Q: Is local pickup available?
- A: Yes, free local pickup is available at 4699 Keele St., North York, ON CANADA.