SHIPPING POLICY

Shipping Costs

Our goal is to offer free shipping on all orders over $100; however, surcharges may apply in certain cases. If shipping costs apply, you will see them listed as a “surcharge” before check-out. Surcharge fees are based on the cost of logistics to deliver to locations that are deemed remote, difficult to access, or areas with limited transportation infrastructure. In rare cases, we reserve the right to notify you of any additional shipping costs after you have purchased an item. You will, at that point have the right to modify or cancel your order for a full refund.

Shipping Overview

Orders are processed 7 days a week and shipped Monday through Friday (excluding holidays). We strive to ship your orders as fast as possible; it is possible that your order may ship sooner than estimated. If you order two or more items, you may receive them in multiple boxes on different days because of varying shipping locations.

IMPORTANT: Please note that we cannot ship to a P.O. Box.

To estimate the ships-within time frame on your ordered item(s) please refer to the stock status as listed below.

• In stock – item will be shipped within (2) business days.
• Pre-Order now – item will be shipped between (1-3) days after the listed date.
• Out-Of-Stock – item is currently unavailable, with no planned back-to-stock date. The status will be changed to “Pre-order” when a date becomes available.

These time frames are an estimation based on our regular sales volume and are not guaranteed. During the holidays, shipping delays are generally longer.

Standard Ground Carrier / Parcel shipments

Most parcel shipments will be expedited within 24 hours of open business hours and do not require signature upon delivery. Standard shipping delays average between (3 to 5) business days, remote areas in North America rarely exceed (10) days. We cannot guarantee which service provider will be used before an order is processed.

Curbside Freight Shipments

Heating appliances ship via tractor trailer and are limited to a curbside delivery. Freight carriers are specially trained and equipped to handle over sized and fragile items safely and efficiently. Please refer to the steps below to know what to expect for the delivery service.

Step 1 – Within 24 hours after your order is shipped you will receive a confirmation email providing tracking information.

Step 2 – Once the shipment has arrived at your local freight terminal, transport will call you to schedule a delivery appointment. Appointments are made Mondays – Fridays and you are usually given a 4-hours window to expect delivery during business hours. It is important that the phone number provided when ordering is a working number to contact you.

Step 3 – Curb side delivery completion – The driver will arrive with a lift-gate truck (truck sizes vary) and will lower the appliance onto the ground at the edge of your driveway. Due to company policy the driver is not authorized to move it further. Curbside delivery service does not include set up or assembly of items or removal of packaging materials, nor does it include bringing the items inside the home.

Step 4- Upon delivery, you will need to inspect and sign a Proof of Delivery Receipt for the shipment. Check for visible damage and if any damage is seen make sure that it is noted on the delivery receipt and take pictures of the damage. You have the right to refuse the delivery due to damage shown. For all transport damage issues please contact us immediately.

Remote Areas

It is possible to deliver our products to most cities in remote areas. However, additional shipping costs will apply due to higher logistics costs associated, among other things, with air transport.

Regions that are subject to a surcharge include, but are not limited to the following:

• US Territories or Protectorates (US Virgin Islands, Puerto Rico, Guam, etc.)
• Alaska and Hawaii
• Yukon, Nunavut and the Northwest Territories of Canada
• Anticosti Island

All orders for these regions must be placed by email directly to info@drolet.ca so we may provide you with a freight quote before payment is made.

Liability in the Event of Transport Damages – Remote Areas

We take every precaution to carefully package your items to ensure they arrive intact. However, if we need to ship an item again, due to damage caused during transportation, we will not be held responsible the freight costs to re-transport. We will however work with you to resolve the issue in the most efficient way possible.

Address Changes

Addresses can be updated by contacting us via telephone 1-877-356-6663, at no additional cost before the order has been shipped. Once the order has shipped the freight carrier will charge an additional fee to update the delivery address. This charge can be very expensive, make sure to verify the address when you receive your order confirmation. Shipping is unavailable to P.O. Boxes.

Items with no availability

If the item you need is unavailable, an estimated date of delivery will be communicated to you. You will be able to place your order and we will deliver your item at the date promised. If you order multiple items at the same time, they will be automatically grouped. Their delivery date will be the date of the item with the latest estimated ship date. If you wish to have some items delivered immediately, we recommend that you perform two separate transactions. This way, available items will be delivered immediately. Any out of stock item will be delivered later, at the date communicated to you.

Shipping damages

Drolet is responsible for covering shipping damage by providing the correct replacement parts to the customer at no charge. However, Drolet's liability is limited to shipping damage and will not cover any other damage such as costs incurred for installation being delayed or cancelled. Claims related to shipping damage must be submitted within 30 days of the delivery date.