Order Processing and Shipping
Canadian Customers: All orders are shipped by Canada Post Expedited or Xpresspost mail, unless otherwise requested by the Customer. If you are in the area, Customer Pickup is available. In most cases all "in-stock" items can be processed and shipped out the same business day. If you need your order sooner than what these guidelines suggest, you can always call us to see if we can meet your deadline. We are flexible and will do everything humanly possible to meet your needs! We also can ship using your Shipping Account.
USA and International Customers: Unfortunately the website shipping calculator is currently only set up to calculate shipping costs within Canada, but we are working to change this. In some cases the actual shipping cost will be more or less than calculated, depending on the order value and where you are located. If it is less, you will be credited; if it is more then you will be contacted regarding the difference before we ship your order.
USA: Shipments are by Canada Post Small Packet Surface or Expedited mail, depending on the value. Transit time for both services is approximately 6-12 business days to most major urban centres. Air Mail is available on request.
International: Shipments are by Canada Post Small Packet Air mail, or a higher service, depending on the value. Transit time for Small Packet Air is approximately 6-10 business days to most major urban centres (cities).
A $2.00 handling fee will be added to the shipping costs in the table below. Please understand that postage is only one of several components that make up the total S&H cost. Other components include preparing your order, the shipping label and container, the packaging materials to protect the fragile contents (if applicable), and transporting the order to the post office.
Here at Sterlmar, aside from our already competitive prices we also offer FREE GROUND SHIPPING on all orders over $1,000.00. Below is a chart showing our shipping rates.
| Cart Total (before taxes)
|| Shipping Cost
| $1.00 to $99.99
| $100.00 to $499.99
|| 10% of cart total
| $500.00 to $999.99
| $1,000.00 or more
IMPORTANT: Currently we do not have an online method of calculating shipping cost using dimensions and weight. Consequently we have to rely on the sometimes less accurate table method, shown above. There are occasions when certain items, or orders with multiple items, will result in an inflated shipping cost calculation. In these cases, we will refund whatever is left over after the actual shipping cost, plus the $2.00 handling fee, by the method that the order was paid for.
We do our best to check for errors. However, in the case that a product has been mispriced, ie. through a typographical error, we will notify you and inform you of the actual price of the product. We will thank you for bringing the error it to our attention.
We do our best to keep accurate inventory. However, our manufacturers discontinue products from time to time, which is beyond our control. If you ever order a product that we then find discontinued we will do our best to find a comparable alternative for you. If we are unable to do this we will fully fully refund your money. We apologize if this ever happens. Thanks.
Prior Authorization is required for all returns. Please first contact us by email at firstname.lastname@example.org or at 613-966-0645 / 1-800-965-4347 (Mon-Fri 9-5 EDT/EST). You will be further instructed on what you will need to do in order to receive a refund on your purchase. All non-defective returns should be in original, unmarked packaging, include all instructions, packaging etc. and be resalable as new. Returns to Sterlmar of non-defective merchandise, before 30 days from the invoice date from Sterlmar to the purchaser, are subject to a 15% restocking fee, unless the problem was our fault in which case all charges, including shipping, will be covered by us. Refused shipments will be subject to a 15% restocking fee. We will not accept returns of non-defective merchandise after 30 days. Exchanges may be made at the customer's request if all shipping and restocking fees are paid by them. However if the wrong product was sent or the mistake was Sterlmar's, then we will cover the cost and exchange your product at no cost to you.