Freight and Pickup Policy

Freight Receiving

Thank you for your order with Canada Mats.  We take pride in the product we offer and want to ensure that you receive your order in good condition.

The product/s you have ordered may be oversized and/or heavy weight.  The best way to ship you order in this case will be via LTL (Less Than Truckload) freight through a common freight carrier such as ABF Freight, FedEx Freight, Day Ross, Saia, etc. Common areas where additional charges may occur upon time of delivery are:

  1. Requirement of additional services such as Tailgate, or Inside Delivery.
  2. Inability to receive goods at time of delivery.

By default, orders are shipped with standard services and special requirements such as a tailgate or inside delivery are not included. In cases where additional services may be required, please contact us prior to the items being shipped and we can arrange such services (additional charges will apply).

Inability to receive the goods upon time of delivery may incur storage charges. The customer is responsible for these charges and will be billed after the shipment is completed.

Due to the nature of big heavy items being consolidated on the trailer there is a risk for any carrier to have damage occur to the product during transit. Canada Mats requires your help to fully inspect the products upon arrival so if there is any damage by the freight carrier, we can remedy the situation for you immediately. Please read the receiving procedure outlined below:


Customer Responsibilities During Delivery:

We will email you the specific information including tracking numbers when the mat leaves our facility. When your mat is delivered you will be responsible for the following:


  1. Provide personnel to move the mat rolls from the truck into the building. The driver is responsible only to get the mat to the end of the trailer.

  2. Count the number of packages and be sure it matches the Bill of Lading (delivery papers). Services such as INSIDE DELIVERY are additional charges at time of delivery. If you request or accept the driver's suggestion to use an inside delivery, then you or your organization will be subject to additional charges from Canada Mats. If in doubt, do not request these additional services, or simply decline the delivery driver's offer.

  3. Inspect the packages as you unload them from the truck. Since the mats may have been moved on and off of trucks in route, the possibility exists for damage. Minor scratches or nicks to the packaging is normal however large punctures, cuts or missing sections may mean the product was damaged in transit. We recommend that you carefully remove the packaging and set it aside as it may be required in order to file a claim.

  4. If you find anything that is significant you must note the damage on the Bill of Lading prior to signing for the mats. If you note the damage, we will be able to file a claim with the freight company for repair or replacement of the damaged section. If there does not appear to be damage to the product but the packaging looks torn or ripped, write 'possible damage'. Always be as specific as possible when recording damage notes on bill of lading.
  5. If damage is not noted and the mats are signed for, you are accepting the mats in the condition received, and neither the freight company nor Canada Mats can be held responsible for the damage. Canada Mats will, however, work with you to repair any damage as economically as possible.

If you have any questions, call Canada Mats immediately once the mat is off the truck and the packaging is inspected, sign the delivery papers, and keep a copy for your records. Afterwards, you can unroll the mats and check the markings and appearance. If you have any questions regarding the care and use of your new product, please contact your salesperson. 

Thank you for purchasing from Canada Mats, and we trust that you will enjoy years of use from your new mats.

 

Pickup Policy

At Canada Mats, we are pleased to offer a local pickup option for customers who wish to collect their orders directly from our warehouse. To ensure a smooth experience, please review the following guidelines:

Order Processing & Confirmation

  • Orders must be placed online or by phone before pickup.

  • You will receive an email notification once your order is ready for collection. Please wait for this confirmation before arriving at the warehouse.

Pickup Location & Hours

  • Pickup is available at our designated warehouse location(s). Address and pickup hours will be provided in your confirmation email.

  • Please bring your order confirmation (digital or printed) and a valid photo ID.

Pickup Window & Storage Fees

  • Orders must be picked up within 15 calendar days of receiving your pickup confirmation.

  • Orders not collected within this timeframe will incur a $25 per day storage fee starting on the 16th day.

  • Orders left uncollected beyond 30 days may be subject to cancellation, with refunds issued at our discretion (less storage and restocking fees where applicable).

Inspection of Goods

  • Customers are responsible for inspecting all items at the time of pickup.

  • Please check the product's condition, dimensions, and quantities before leaving the warehouse.

  • Once goods have left our facility, Canada Mats is not liable for damage, defects, or shortages.

Assistance at Pickup

  • Our staff will assist with bringing products to your vehicle.

  • Customers are responsible for securing products safely for transport. Canada Mats is not responsible for damage caused during loading, transit, or unloading.

Returns & Exchanges for Pickup Orders

  • Pickup orders follow our standard Return & Exchange Policy, with the condition that items must be returned in their original packaging and in resalable condition.

  • Any issues must be reported before leaving the warehouse; otherwise, they will be considered accepted.

Pickup Policy – Frequently Asked Questions

1. How will I know when my order is ready for pickup?
You’ll receive an email confirmation once your order is prepared and ready at our warehouse. Please wait for this notification before coming in.

2. How long do I have to pick up my order?
Orders must be collected within 15 calendar days of receiving your pickup confirmation.

3. What happens if I don’t pick up my order within 15 days?
Starting on the 16th day, a $25 per day storage fee will apply.

4. What if I never pick up my order?
Orders left uncollected for more than 30 days may be cancelled. Refunds (if applicable) will be issued at our discretion, minus storage and restocking fees.

5. Can someone else pick up my order for me?
Yes. They will need a copy of your order confirmation and valid photo ID matching the name on the order or authorization email.

6. Do I need to inspect the items before leaving the warehouse?
Yes. Customers are responsible for checking product condition, dimensions, and quantities during pickup. Once items leave our facility, Canada Mats is not responsible for damage, defects, or shortages.

7. Will staff help load the products into my vehicle?
Yes, our staff can assist with loading, but securing items for safe transport is the customer’s responsibility.