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  You are here: Home » Shop » Policies

Policies

PRICING POLICY:

We will not be knowingly undersold! We have made every effort to research Canadian and U.S. competitor prices to keep our prices competitive.
Should you find a bona fide advertised price that is lower than ours, we will make every effort **to meet that price**.

Simply email us or forward us a link for verification, along with your contact information. Here is a sample of how this works: If you find another price advertised, please click on the "Seen this for less?" link, and this Box will pop up.
Simply fill it in, and press send. We will verify the price from the competitor and match it for you, and notify you of this via email.
Should we not be able to meet the price due to the above mentioned reasons, we will also notify you and remove that item from your order.
* In some cases, due to special circumstances, we may have to decline.
**Clearance/Special order items and distress sales are excluded.

RETURNS:

Returned merchandise MAY be subject to a handling charge. Please contact us before returning any product. Internet customers please contact us for authorization before any returns are sent back. For your protection, returns must be sent via a method that is able to be tracked and we ask that you bear the cost for return shipping (unless the error was ours). We will give refunds, exchanges and/or credit notes with a proof of purchase (from our store please) within 5 business days of in-store purchase. For internet sales, please contact us within 5 days of receipt of goods to make arrangements for the return or exchange of the item(s). Refunds, exchanges and/or credit notes will be processed upon our receiving your returned item(s).
-Electronics and electrical items are non returnable.
-Any materials cut to length are non returnable.
-Clothing, lifejackets, safety gear and footwear are exchangeable for size, colour, or model only. Sorry no refunds.
-Books, charts, video's, software etc. or anything that can be copied are not refundable.
-ITEMS MUST BE IN ORIGINAL PACKAGING, SUITABLE FOR RE-SALE AND IN AN UN-USED CONDITION.
WE USE DISCRETION FOR SPECIAL SITUATIONS

SPECIAL ORDER ITEMS:

Due to the large variety of goods offered by the manufacturers, it is not always possible for us or our suppliers to keep these items in stock.  On our site, all items listed as Special Order require a pre-payment and are subject to the following provisions;
Items which are not stocked in-store, but in stock with our suppliers.
-Return of these items is sometimes possible with re-stocking and/or shipping fees.
-They would be for exchange and/or credit only.
-We look at these returns on a case by case basis.
Items which are not stocked by either the supplier or us are not returnable or exchangeable.
In either case, we will contact you as to the special order nature of the item(s) you wish to order. 

OUT OF STOCK ITEMS:

Occasionally we have back orders from our suppliers. If we are out of stock we will contact you with an estimated time of arrival. We can "back order" the item(s) and ship them to you at a later date or you may want to cancel the order. Any special instructions can be put on the order form.

SHIPPING:

Orders can be expected to be received within 2 to 7 business days. We use UPS and CANADA POST EXPRESS POST. We can use same/next day courier service to regional destinations if required. We calculate shipping charges by the total weight of your purchases and destination. You will see the total shipping charges applied to your order before you enter your credit card information.

LOCAL CUSTOMERS:

You can save the shipping charges by placing your order on-line and picking it up in person at the store. Please allow us time to process your order and inform you when it is ready.

HAZARDOUS ITEMS:

Hazardous or toxic items such as paint, flares, fire extinguishers, epoxies, compressed gas and some maintenance products may not be economical or allowed to be shipped depending on regulations and destination. Ground freight only. We will contact you if it is not feasible or cost effective to ship you.

TRUCK FREIGHT:

Oversized, overweight items such as dinghies will have to be shipped by truck and will be subject to applicable freight charges.

SALES TAX:

There are no sales taxes applied to orders shipped to the U.S.A. Ontario customers will have 13% HST added to your order. Newfoundland & Labrador and New Brunswick will have 13% HST. Nova Scotia will have 15% HST. PEI will have 14% HST. British Columbia will have 7% PST. Manitoba will have 8% PST. All other provinces and territories will have only 5% GST added.

PAYMENTS:

All sales are processed in Canadian dollars. We accept VISA, MASTER CARD and DEBIT CARDS in the store and VISA and MASTER CARD on the internet store. We also accept traveler checks and money orders in Canadian funds. Sorry no C.O.D. or freight collect orders.

ORDERING:

By internet: www.thechandleryonline.com
By e-mail : info@thechandleryonline.com
By telephone: 1-800-785-4664 (Canada only)   1-613-820-7642 (local)
By fax : 1-613-820-7643 (24 hours a day)
By mail: The Chandlery
367 Poulin Ave.
Ottawa, Ontario, Canada
K2B 5V2

ADDITIONAL INFORMATION:

We have tried to make the web store as accurate as possible. Errors are unintentional and subject to correction. We regret any incorrect images, photographs, text or typographical errors.

CUSTOMER COMMENTS:

We welcome any comments or suggestions from you that we can use to improve our web site.
 
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