Shipping policy
Order Processing and Shipping
All orders are shipped from our warehouse located at 347B Charles-Marchand Street, Repentigny, Quebec.
Whenever possible, orders placed before 2:00 PM are shipped the same day. Otherwise, they are shipped on the next business day. A tracking number is provided as soon as the order has been shipped.
Shipping transit times vary depending on the destination, the type of merchandise, and the carrier. Any delivery times displayed or communicated are estimates only and do not constitute a delivery guarantee.
Parcel Deliveries
Parcel shipments are handed over to the carrier for delivery to the address provided at the time of purchase.
It is the customer’s responsibility to verify the accuracy of the shipping address before completing the order. In the event of an error, return to sender, or reshipment, any additional charges will be the responsibility of the customer.
Once the order has been picked up by the carrier, GoPiscine cannot be held responsible for delays caused by circumstances beyond its control, including high shipping volumes, weather conditions, strikes, carrier errors, or exceptional situations.
If a parcel is marked as delivered by the carrier but cannot be found by the customer, the customer must first check with anyone on site, nearby neighbors, and the usual drop-off location. If necessary, GoPiscine may assist in opening a claim with the carrier, without guaranteeing a refund or replacement until the carrier’s investigation is complete.
Pallet Deliveries
Certain orders that are bulky, heavy, or fragile are shipped on a pallet. This includes, in particular, heat pumps, above-ground pools, orders containing a large quantity of small items, as well as certain products whose dimensions, weight, or nature require this type of shipment.
GoPiscine reserves the right to determine the most appropriate shipping method based on the characteristics of the order.
Free shipping for pallet orders is offered up to $250 in shipping charges. Any amount exceeding this limit is the responsibility of the customer. Additional charges may also apply for deliveries to rural areas, remote regions, or locations outside major urban centres.
Pallet deliveries are made on a curbside basis. The carrier will place the merchandise in the most accessible location near the delivery address, whenever possible. The carrier is not required to bring the merchandise into the house, garage, backyard, or any other private or difficult-to-access area.
A courtesy call may be made before delivery, but this is not guaranteed. If the customer is absent at the time of delivery, the merchandise may be left on site at the carrier’s discretion.
In the event of refusal of the merchandise at delivery, an administrative and logistics fee of $100 will automatically be charged to the customer, in addition to any other applicable shipping, return, or handling charges.
Receipt and Inspection of Merchandise
The customer must inspect the merchandise immediately upon receipt.
In the event of visible damage, missing merchandise, or any irregularity, the customer must:
- take clear photos of the packaging and the merchandise;
- clearly note the nature of the issue on the delivery slip before signing it;
- notify GoPiscine as soon as possible.
Any claim related to visible damage at the time of delivery may be refused if no note was made on the delivery slip or if no photographic evidence is provided.
Any order error, missing merchandise, or concealed damage must be reported to GoPiscine within a maximum of 48 hours following delivery.
Returns of Pallet-Shipped Merchandise
Returns of merchandise shipped on a pallet are entirely at the customer’s expense.
The customer must ensure that the returned merchandise is properly packaged, securely fastened, and safe for transport on the pallet before pickup. It is strongly recommended to take photos of the merchandise before the carrier takes possession of it.
The customer is responsible for contacting the carrier to schedule the pickup. GoPiscine will provide the required shipping documents where applicable.
Any product returned damaged, improperly packaged, or insufficiently protected may result in additional charges or refusal of the return.
Oversized, Special-Order, or Out-of-Stock Items
Certain bulky, oversized, special-order, or temporarily out-of-stock items may require additional preparation or delivery time. In such cases, the customer will be notified within a reasonable timeframe.
GoPiscine reserves the right to split an order into multiple shipments when necessary.
International Orders
For international orders, no taxes or import duties are charged by GoPiscine at the time of purchase, unless otherwise stated.
The customer is solely responsible for any customs duties, taxes, brokerage fees, import fees, or any other applicable charges required by the authorities in the destination country or by the carrier at the time of delivery.
Refusal to pay these charges does not constitute grounds for cancellation without fees. Any costs related to return, refusal, abandonment, or storage of the merchandise will be charged to the customer.
Limitation of Liability
GoPiscine cannot be held liable for delays, losses, indirect damages, or delivery failures caused by incorrect information provided by the customer, events beyond its control, or carrier failure.
