Shipping Information

Dimplex North America Ltd. is pleased to offer free shipping on orders of $199.99 or more (before tax) to most destinations in Canada. Unfortunately at this time we do not ship to Nunavut, Yukon, or the Northwest Territories.

SHIPPING OF ORDERS

All orders will be shipped using the most reliable and efficient method of delivery, and will require a phone number at the time an order is placed in order to ensure proper delivery.

Small, lighter orders will generally be shipped via Canada Post or courier, while large, heavier packages will be shipped via truck freight carrier.

At the time of shipment, you will be notified by email which will include your package tracking number. We encourage you to use the tracking number provided to maintain an estimated time of delivery with the carrier, as well as the shipments location. This can be done over the phone, as well as online.

IMPORTANT: Please be advised that the tracking number does not become valid until 24 hours after you receive your email notification. Information regarding package location and package tracking numbers will not be readily available for Dimplex customer service representatives.

TRANSIT TIME

Transit time begins the first full shipping day after the package leaves our facility. Standard shipping is 3 to 10 business days, plus processing time, and delivery will occur Monday to Friday 8:00am to 5:00pm local time.

Although we work hard to provide you with your purchase as soon as possible, there are uncontrollable issues, such as severe weather, natural disasters, unscheduled events etc.,that create shipping delays. Dimplex North America Ltd. will not be held liable for shipping delays in such cases, always check with the carrier regarding transit time.

COURIER SHIPMENTS

Lighter and smaller orders will be shipped via courier. For those placing an order with a destination located near the Dimplex head office in Cambridge, Ontario, orders are expected to arrive within 2 to 5 business days after your receipt of the shipping notification.

If the delivery cannot be completed, such as you are not home when the courier attempts delivery, the carrier may attempt another delivery or leave a notification on your door indicating where the package can be picked-up.

FREIGHT TRUCK CARRIER SHIPMENTS

In the event of a large, heavier package, orders will be shipped via freight carrier.

Home Delivery is defined as “curbside delivery” within residential areas. Freight truck carriers and or their drivers will not move shipments in to the building. Always ensure you are prepared to receive shipment as many Dimplex pieces may require 2 or more persons to lift and transport to the desired location.

Truck Freight shipments will usually deliver within 3 to 6 business days after the order has left Dimplex’s Cambridge, Ontario location and recipient will be contacted to coordinate a delivery appointment once it has arrived at a nearby terminal. Appointments windows (usually 2 to 4 hours) are booked between 8:00 am and 5:00 pm local time, Monday to Friday by the carrier.

Note: When receiving a truck freight delivery your signature on the delivery slip legally states that the order was received in good condition. In order to ensure all damage claims have the ability to be resolved, please examine your product before signing.

RECEIVING YOUR SHIPMENT

Dimplex is committed to your order satisfaction, and will, therefore, examine all products prior to delivery to ensure excellent condition. Although products are packaged with the utmost packaging security, damages can happen during the shipment process.

Before signing for your order, please take the time to inspect the shipment and its contents. Should you notice any damage please indicate with a notation on the delivery receipt (bill of lading), if possible take a picture, refuse shipment and contact us immediately.

Dimplex cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the delivery receipt.

If you are unable to inspect the contents at the time of delivery, please inspect the outside of the carton for scuffs, tears, rips, wetness etc. If the carton shows any these signs the contents could be damaged. If possible take a picture, sign the delivery receipt “CARTON DAMAGED”, and contact us within 24 hours of the delivery.