Delivery Policy

We operate Monday - Friday from 7:00am - 7:00pm and on Saturday’s from 7:00am - 5:00pm. There are two types of delivery options that you can select when placing an order.

Same-day: This confirms a delivery window between 7:00am-7:00pm on the selected date.

• Important: During weekdays i.e. Monday - Friday, an order must be placed before 2:00pm for it to be delivered by 7:00pm. On Saturdays an order must be placed before 12:00pm for it to be delivered by 5:00pm.

Scheduled: This allows you to schedule a delivery within a pre-set delivery window, for example 8:00-11:00am. Please note that there is an extra charge of $20 for scheduled deliveries.

The above delivery types are curbside delivery. This means that we will drop your material anywhere within 10ft of where our vehicle can park, including into a garage, but not through any door thresholds.

Whiteglove: This service means that we will place your material into the ground floor of a property or into the backyard of an address. We do not go above the ground floor or into the basement.

TOOLBX currently deliver to the following areas:

• Toronto
• Montreal
• Quebec City
• Gatineau
• Ottawa
• Kingston
• Winnipeg
• Edmonton
• Calgary
• Vancouver

Please note that all orders are unloaded by hand. We do not currently offer flat beds or lift gates. Full skids of lumber, tiles, stones, etc. are better suited to lift gates or flatbeds. This is definitely something on our radar for the future! In order for us to deliver the materials efficiently, we require the unloading area be unobstructed and accessible for our drivers.

We are happy to fulfill all orders that fall within the following parameters:

Weight

• Single item 300lbs Max
• Per vehicle 3,250lbs Max

Dimensions

• Length 16ft Max
• Height 6ft Max
• Width 4 1/2ft Max

We categorize orders into 3 groups:

• Small: 0 - 250 lbs
• Medium: 251 - 1250 lbs
• Large: 1251 - 3250 lbs 

We are unable to deliver full sized appliances or full skids of patio stones at this time. Patio stones must be under 18” in dimension, as well as all other materials 16’ or less.

Our delivery pricing is based on the following factors:

Base price:

• Small: $40
• Medium: $60
• Large: $80

Per KM fee:

• Small: $1.50
• Medium: $2.00
• Large: $2.50

Whiteglove:

• Small: $25
• Medium: $55
• Large: $85

Scheduled: $20

Once your order is placed, you will receive a confirmation email or message with details of your delivery, including the estimated delivery time.

Upon successful delivery, you will receive a confirmation notification. If you are unavailable at the time of delivery, we will follow the instructions provided during the order placement (e.g., leave at the door, deliver to a neighbour). If no instructions were provided by the customer, the driver will leave the materials in a safe location at the jobsite, per his discretion. For all deliveries TOOLBX do not require a signature upon delivery of materials, but our drivers take photo evidence of the drop off.

Upon arrival at the dealer pick-up location, our drivers will work with staff on site to safely load the materials into the vehicle. All orders should be ready for loading on the relevant day once the order has been confirmed. This is the responsibility of the dealer.  

Our driver will wait until the order is started with a 20 minute grace period. After waiting 20 minutes at the pick-up location, the dealer will then become responsible for the applicable wait fee charges, which will be added to the delivery fee.

Our wait fee policy is:

• First 20 minutes: $0 charge
• After 20 minutes: $1.50 charge per minute waiting

If the driver is unable to complete the pick up of the materials due to limitations by the dealer (ie. materials not ready, refusal to give materials by the dealer, etc), TOOLBX will charge a dry run fee which is 50% of the total delivery fee. This charge will be against the dealer.   

In the unlikely scenario that TOOLBX is unable to deliver materials as per the agreed delivery time or specifications, part or all of the involved delivery fee may be returned to the dealer as compensation.

TOOLBX will support returns on any requested orders. All customer interactions are managed by the dealer and we will follow up at your discretion to complete a return order. To process a refund, follow these steps:

1. Customer reaches out directly to your store
2. At your discretion, you can accept or refuse the return, per your own return policy. 
3. Place a return order with the customer location as the pick up and the store location as the drop off.
4. Please ensure you are creating the order as a Return from Customer, and state in the description that this is a return order while listing the materials.

If you have any questions or concerns regarding your delivery, please contact our customer service at 905-399-7572 or support@toolbx.com.

TOOLBX reserves the right to modify this Delivery Policy at any time. Any changes will be effective immediately upon posting on our website. Thank you for choosing TOOLBX. We appreciate your trust in our delivery services.

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TOOLBX, Inc. PO Box 91066, Etobicoke RPO Burnhamthorpe,Toronto, Ontario, M9C 5N5.