Frequently Asked Questions
What is Cansel's return policy?
At Cansel, we take great pride in the quality and craftsmanship of our products. Attention to design, materials and construction for our customers is our priority. We carefully inspect your order prior to shipment; upon receipt, please inspect your purchase and notify us of any damage. We will arrange for a prompt replacement. If, within 30 days you are dissatisfied for any reason, you may return your purchase for a refund of the merchandise value. We cannot accept returns on items damaged through normal wear and tear.
All merchandise returns require a "Return Merchandise Authorization (RMA)" number and are not returnable after 90 days from date of invoice. A fifteen percent (15%) restocking fee will be charged on all returns with the following exceptions:
- Merchandise shipped in error by Cansel.
- Merchandise defective upon receipt.
What are your terms of payment?
Our online store accepts orders on account or payment by Visa, Mastercard or American Express. All credit card orders are subject to credit card verification and charge prior to shipment.
What are your shipping terms?
All orders placed online are shipped ground from Burnaby, BC, via Cansel's default shipper unless special handling is required or requested by the customer. Cansel reserves the right to ship all or any part of an order from an alternate location. Cansel reserves the right to ship only when order is complete. The customer will be notified for approval of any increase to a quoted shipping cost.
The customer may request use of their own transportation company by providing the name and customer account number for said company. Shipping charges are then the responsibility of the customer and will be deducted from the customer invoice. The customer is responsible for payment of shipping charges as their agreement with their transportation company dictates.
Ownership of goods in transit passes to the purchaser at the time that the transportation company signs the pick-up receipt.
All shipments are uninsured. When goods leave Cansel's premises insurance coverage becomes the responsibility of the customer. The customer may request shipping insurance at an additional cost.
Should a shipment be lost or damaged in transit, the consignee must register a claim with the carrier. Cansel will be glad to assist with any claim by providing the necessary papers upon request.
How do you ship paint?
Paint can only be shipped via ground shipping methods.
What is your liability policy?
Under no circumstances shall Cansel, nor our affiliates, agents, and suppliers, be liable for any damages, including without limitation, direct, indirect, incidental, special, punitive, consequential, or other damages (including without limitation lost profits, lost revenues, or similar economic loss), whether in contract, tort, or otherwise, arising out of the use or inability to use the materials available in this site or any linked site, even if we are advised of the possibility thereof, nor for any claim by a third party.
You agree to defend, indemnify, and hold us and our affiliates harmless from and against any all claims, losses, liabilities, damages and expenses (including attorney's fees) arising out of your use of this site.
Do you operate internationally?
At this time we do not ship outside of Canada.
Is the 'Pick-Up in Store' quicker than shipping?
Picking up in-store may not be the fastest option to collect your product. Inventory levels change on a daily basis and orders may be delayed with this shipping option.
How do I set my favourite branch (closest branch)?
1. Click My Account at the top right corner of the page.
2. Click on Personal Details.
3. Click Update your Personal Details.
4. Select the Favourite Branch drop down and click on your preferred branch.
How do I login to my account?
1. Click Sign in at the top right corner of the page.
2. Enter your email address and click Forgot password? above the Logon button, and follow the instructions that appear.
3. An “Update password request” will be sent to your email. That email will have a link that will be active for 30 minutes from the delivery to your inbox.
4. Enter and confirm the new password and “Reset Password”.