Shipping policy

Canadian Outdoor Structures, operated by CITY CLEAR VIEW INC., ships eligible products to addresses within Canada.

Because many of our products are large, heavy or oversized, orders may be delivered by freight carrier rather than standard parcel service. Please review this policy before placing an order.

Shipping Destinations

We currently ship to eligible residential and commercial addresses within Canada.

Delivery may be limited or subject to additional charges for:

Remote, rural or northern communities
Island locations requiring ferry service
Limited-access locations
Addresses with restricted road access
Locations that cannot safely accommodate a freight vehicle
P.O. boxes

Customers in remote or restricted-delivery areas should contact us before ordering to confirm shipping availability and pricing.

Order Processing

In-stock products are generally processed within 2–5 business days after payment has been confirmed.

Processing time is the period required to prepare an order before it is transferred to the carrier. It does not include the carrier’s transit time.

Orders are not normally processed or shipped on weekends or statutory holidays.

Custom, made-to-order, special-order and backordered products may require additional processing time. Where applicable, the estimated lead time will be displayed on the product page or communicated before the order is processed.

Estimated Delivery Times

After an in-stock order has shipped, delivery generally takes approximately 5–15 business days.

The estimated total time from order placement to delivery is therefore approximately 7–20 business days, consisting of:

Processing: 2–5 business days
Transit after shipment: 5–15 business days

These estimates apply to in-stock products and are not guaranteed.

Delivery may take longer because of:

Freight-carrier scheduling
Remote or rural destinations
Severe weather or road conditions
Carrier disruptions
Oversized shipment requirements
Supplier or warehouse delays
Peak shipping periods
Delivery appointment availability

A product-specific delivery estimate or lead time displayed on a product page takes priority over the general estimates in this policy.

Customers should not schedule installers or contractors until the complete order has been received and inspected.

Shipping Costs

Shipping costs will be:

Displayed at checkout;
Included in the product price when the product is advertised as including or qualifying for free shipping; or
Provided to the customer for approval before the order is shipped.

Remote, rural, northern, island and limited-access destinations may require additional shipping charges.

When an additional charge is required after an order has been submitted:

We will disclose the additional charge before shipping.
We will not process the additional charge without the customer’s approval.
The customer may cancel the unshipped order for a full refund if the additional charge is not accepted.

Customers will not be required to pay an undisclosed shipping charge upon delivery.

Freight Deliveries

Large outdoor structures may be delivered by freight carrier.

Unless a different service is clearly stated on the product page or order confirmation, freight delivery is generally made to the curb or nearest safely accessible point at the delivery address.

Standard freight delivery does not normally include:

Delivery inside a home, garage or backyard
Assembly or installation
Removal of packaging
Moving the shipment beyond the delivery point
Crane, forklift or specialized unloading service
Delivery through narrow, steep or restricted areas

The customer is responsible for arranging any people or equipment required to unload or move the shipment from the delivery point.

Any upgraded delivery service purchased with the order will be identified separately.

Delivery Appointments

A freight carrier may contact the customer by telephone, text message or email to arrange a delivery appointment.

Customers are responsible for:

Providing an accurate telephone number and email address
Responding promptly to the carrier
Being available during the agreed delivery window
Ensuring an authorized adult is present when required
Preparing a safe and accessible delivery area
Confirming that the location can accommodate the shipment and delivery vehicle
Arranging unloading assistance or equipment when required

Carrier delivery windows may cover several hours. An exact arrival time may not be available.

Address and Access Requirements

Customers must provide a complete and accurate delivery address when placing an order.

Before ordering, customers should confirm that:

The road and driveway can accommodate the delivery vehicle
There are no low wires, narrow entrances, weight restrictions or other obstacles
The delivery location is accessible
Required condominium, building or property-management approvals have been obtained
Appropriate unloading assistance or equipment is available

Canadian Outdoor Structures is not responsible for delays or additional charges caused by incorrect address information, inaccessible delivery conditions or undisclosed delivery restrictions.

Contact us promptly if an address correction is required. Address changes may not be possible after an order has entered fulfillment or shipped.

Split Shipments

Products may ship from different warehouses, suppliers or manufacturers.

Orders containing multiple products or packages may:

Arrive in separate shipments
Be delivered by different carriers
Arrive on different dates

A partial delivery does not necessarily mean that products or components are missing. Customers should review all available tracking and shipment information before reporting a missing item.

Shipment Tracking

Tracking information will be provided when available.

Tracking may not become active until the carrier has received and scanned the shipment. Some freight carriers provide delivery updates and appointment information directly rather than through standard online tracking.

Inspecting Your Delivery

Please inspect the shipment and packaging carefully when it arrives.

Before signing the delivery receipt:

Count all cartons, crates, packages and pallets
Check for visible damage
Look for punctures, crushing, tears, water exposure or missing packaging
Confirm that the shipment appears to match the delivery paperwork

Visible damage must be clearly noted on the carrier’s delivery receipt before signing.

Do not sign the shipment as being received in good condition when visible damage is present.

When possible, photograph the shipment before it is unloaded or opened.

Damaged Shipments

Visible or concealed shipping damage must be reported to Canadian Outdoor Structures within 24 hours after delivery.

Please provide:

Your order number
A description of the damage
Photographs of the complete shipment
Photographs of the exterior packaging
Photographs of the damaged products or components
Photographs of the shipping labels
A copy or photograph of the delivery receipt, when available

Keep all packaging, pallets, crates and damaged components until instructions are provided.

After reviewing the claim, the available resolution may include:

Replacement parts
Repair assistance
Replacement of the affected product
A partial refund
A full refund

The appropriate resolution will depend on the nature of the damage, product availability and the circumstances of the shipment.

Do not return a damaged product without written authorization.

Missing Products or Components

Missing products, packages or components must be reported within 24 hours after delivery.

Before contacting us, please check:

All cartons and packaging
Components packed inside larger pieces
The product packing list
Tracking information for separate shipments
Any additional carrier delivery notices

After reviewing the order and shipment records, we will work with the carrier or supplier to determine the appropriate resolution.

Incorrect Products

Do not assemble, install, alter or modify an incorrect product.

After confirming the error, we will arrange an appropriate resolution, which may include:

Return transportation
Delivery of the correct product
Replacement
Refund

Customers will not be charged shipping costs resulting from a verified fulfillment error caused by Canadian Outdoor Structures or its fulfillment partners.

Refused Deliveries

Do not refuse a shipment solely because the outer packaging has minor damage. Note the damage on the delivery receipt, photograph the shipment and contact us.

A shipment refused without prior authorization or for reasons unrelated to verified damage or our fulfillment error may be treated as a customer-initiated return.

Outbound freight, return freight, storage, redelivery and restocking charges may be deducted from the refund in accordance with our Return and Refund Policy.

Missed or Undeliverable Deliveries

Additional charges may apply when a delivery cannot be completed because of:

An incorrect or incomplete address
An inaccessible delivery location
A missed delivery appointment
Failure to respond to the carrier
Unavailable unloading assistance
Delivery restrictions that were not disclosed before shipment

Charges may include storage, redelivery, address correction and return-freight fees.

Shipping Delays

Shipping delays may occur because of circumstances outside our reasonable control, including:

Severe weather
Road closures
Carrier disruptions
Labour interruptions
Supplier delays
Border or customs processing
Natural disasters
Government restrictions
Peak-season demand

We will provide available updates and assist with carrier communication, but delivery by a specific date is not guaranteed unless expressly confirmed in writing.

Pricing, Currency, Taxes and Import Charges

All prices displayed on our website are in Canadian dollars unless otherwise stated.

Applicable Canadian sales taxes are calculated during checkout based on the delivery destination.

Customers will not be required to pay undisclosed customs, brokerage or import charges upon delivery. Any charge for which the customer is responsible will be disclosed before the order is shipped.

Order Changes and Cancellations

An order may only be changed or cancelled if it has not entered fulfillment, production or shipping.

Orders that have shipped cannot be cancelled and will be handled according to our Return and Refund Policy.

Custom, made-to-order and specially configured products may become non-cancellable once production or supplier processing has begun. Any applicable restriction will be disclosed on the product page.

Relationship to the Return and Refund Policy

This Shipping Policy explains how orders are processed and delivered.

Returns, refunds, refused deliveries, return freight and restocking charges are governed by our separate Return and Refund Policy.

Contact Us

For questions about shipping or an existing order, please contact:

Canadian Outdoor Structures
Operated by CITY CLEAR VIEW INC.

Email: contact@canadianoutdoorstructures.ca
Phone: (833) 868-8366