FREQUENTLY ASKED QUESTIONS
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WHEN WILL MY ORDER SHIP?
At Irwin, we take pride in our made-to-order approach, which allows for extensive customization on every product. On average, you can expect your order to ship within 6 - 7 weeks from the date of purchase. Rest assured, we'll promptly provide tracking information once your order is in our shop and being prepared for shipment.
Can I provide my own shipping labels?
Yes, select “Warehouse Pickup” at checkout with a note instructing the use of personal labels.
Do you ship to the United States?
Yes, we regularly ship LTL and parcel to the United States from Canada. For large orders bound for the states, we'll provide a customized quote to ensure you receive the best shipping options.
How will my order arrive?
For larger orders, we utilize LTL shipping, ensuring they arrive securely bundled and packaged on specially designed oversized pallets. We kindly request that you thoroughly inspect your package for any potential damage before accepting your order.
What happens if my order arrives damaged?
While it's something we hope never occurs, unforeseen incidents can happen. When you receive your order, please take a moment to inspect the pallet or box for any signs of damage. If you do happen to find any damage, it's crucial to document it and notify us within 48 hours. If possible, we recommend recording the damage when accepting the package or pallet from the delivery driver. Rest assured, we invest in insurance for every shipment, and we'll promptly replace any damaged items once we complete the necessary warranty claims with the shippers.
Will LTL shipments be delivered to my door?
We provide liftgate service for every shipment at our expense. It's important to note that while we cover this service, shipping companies may not be obligated to position the skid in your driveway or at your door.
If I order a rack will everything else ship free?
Yes, with your rack purchase, all other items, including a maximum of one bench, will ship free to both Canada and the U.S.
Are duties and border taxes included in product price?
No, the responsibility for paying any remaining duties or border taxes lies with the customer. However, we do include coverage for all import fees, including broker and bond fees, in the shipping cost. What you see at checkout is the final amount you pay with us.