Order Processing & Shipping Cut-Off Times
Shipment processing time & delivery
Unless otherwise expressly set forth in writing by Schluter, all Products will be delivered Ex Works (as defined in Incoterms 2017 revision). Dates of shipments are estimated and not guaranteed. Title and risk of loss to Products shall transfer to Customer upon delivery in accordance with the applicable delivery terms. Any handling of the Products after transfer of risk of loss shall be at Customer’s sole risk.
Business Days & Holiday Closures
For current customer service hours, order processing schedules, and holiday closures, please visit our Contact Us page.
Shipping rates & delivery estimates
Shipping times represent carrier transit estimates that begin after an order has been processed and shipped.
Carrier delivery timelines are estimates only and are not guaranteed unless otherwise stated.
Prices quoted in the Price List Catalog include ground freight charges within Canada, save and except for purchase orders under 10,000 $CA gross, to which freight charges according to the table below will be added thereto.
| Ground Freight (Best Way) Charges | |||||
|---|---|---|---|---|---|
| Orders | Up to $500 | $500 - $1,500 | $1,500 to $3,000 | $3,000 to $5,000 | $5,000 to $10,000 |
| Charge | $125.00 | $200.00 | $250.00 | $300.00 | $375.00 |
Schluter offers express shipping to Canada; please see applicable table below for options and pricing. Please allow 1 to 3 business days for delivery on air express shipping.
| Air Express Handling Freight Charges | ||||
|---|---|---|---|---|
| Gross order value at retail | Up to $500 | $500 - $1,500 | $1,500 to $3,000 | $3,000 to $5,000 |
| Charges | $200.00 | $250.00 | $325.00 | $450.00 |
Express handling is not available for orders greater than $5,000 gross at retail.
Delivery delays can occasionally occur.
Special Handling
Certain items with oversized shipping dimensions are not eligible for air express shipping and air express handling. Additionally, certain items (such as 10' profiles) are not eligible for parcel shipping and are subject to an additional $375 ground freight charge unless combined with an order exceeding $10,000 gross at retail.
Order that include oversized items (f.e. BEKOTEC, KERDI-BOARD) will incur a 375 $CA special handling fee.
Orders that include thin-set will incur special handling fees according to the table below.
| # Bags or less | Special Handling Fee |
|---|---|
| 5 | $375.00 |
| 10 | $475.00 |
| 15 | $665.00 |
| 20 | $850.00 |
| 25 | $1040.00 |
| 30 | $1225.00 |
| 35 | $1415.00 |
| 40 | $1600.00 |
| 45 | $1790.00 |
| 50 | $1975.00 |
Accessories
Accessories include corners and caps for profiles and REMA kits up to 500 $CA value at retail.
| Type of Shipping | Fee |
|---|---|
| Air | $100.00 |
| Ground | $70.00 |
Accessory orders over $500 gross at retail are subject to standard shipping charges.
Customs, Duties and Taxes
Schluter Systems ® is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
Damages & Claims
If a purchased Product is received in a damaged condition, short shipped, misdelivered or defective, please contact Schluter’s customer service team at 800-667-8746 at the time of receipt of the Order (as stated in Schluter’s records) in order to exchange such damaged Product. Schluter may require that you provide proof of such damage and may require that you return the damaged Product at Schluter’s cost and using such carrier as specified by Schluter. Following Schluter’s receipt of such damaged Product (or following Schluter’s waiver of return of the damaged Product), Schluter will deliver, at its sole cost, a replacement of the damaged Product or refund the price of the Product, as determined by Schluter.
Territorial Restriction
Canada Products will only be shipped to valid Canada addresses. You agree not to export or resell any Product purchased through the Website outside of Canada. The following Canadian territories are not served: Yukon, Northwest Territories, Nunavut.
Returns Policy
If you are unhappy with the Product you purchased, you may contact Schluter’s customer service team at 800-667-8746 within 30 days from the date of the invoice of the Order (as stated in Schluter’s records) in order to request a refund of Product that you are returning. You are solely responsible for returning the Product to Schluter in its original state and for all related costs.
Returns are subject to a twenty-five percent (25%) restocking fee which will be deducted from the refund payable to you. A refund will only be issued upon receipt of the Product being returned in its original condition. No refund will be provided for any shipping, delivery and handling charges or for the cost of any insurance procured, if any, for shipment of the Product.