Methods of Payment
We accept payment by VISA and MasterCard. Company cheques, EFT and Money Orders are accepted from accounts on approved credit only. All amounts are due in CND dollars and subject to applicable taxes.
Order Processing Times
Orders shipping from our Moncton location will ship within 5 business days when placed by 12:00 pm AST. If we are unable to process your order in this timeframe, we will do our best to contact you and get your order out as soon as possible.
If a backorder occurs, our customer service team will notify you and discuss available options. Lead times for non-stock items will vary and you will be advised at time of quoting and at the time of order placement.
Once we ship your order, expect one of the following service delivery times:
- Air service usually takes between 1 to 2 business days depending on your proximity to a major shipping center.
- Ground service takes between 1 to 10 business days depending on your proximity to our warehouse locations and your location to a major center. Remote areas may take longer.
Order Tracking
Give us a call, fax or email us! We are happy to trace your order for you or give you its current status.
Shipping Information
We stock a full range of products in our three warehouses. As a general rule, orders will ship from our Moncton location. However, due to stock status and your location, your order may leave from a different warehouse. This enables us to provide you with faster transit times at the most favorable freight costs.
Your preference of shipping method will always be observed. Failing your instructions, we will choose the most expedient, cost-effective method.
Shipping Costs
Due to the large and heavy nature of our products, we are currently unable to provide you with a freight total at the time of check out. One of our staff members will be in touch with you after your order is placed in order to confirm shipping totals.
If the freight charges are not agreeable to you, we will cancel the transaction and refund your purchase price.
For small orders, don’t forget to let us know whether you require ground or air service at the time of your order. Air service is not available on all orders due to weight and dimensional restrictions.
Order Cancellations
Orders not paid in full within 10 business days are automatically cancelled and returned to stock. Once ordered and confirmed, custom order items will not be credited.
Return Policy
Returns received in our warehouse after 30 calendar days from invoice date are subject to a minimum 25% restocking fee. All items must be returned freight prepaid. No returns will be accepted after 60 calendar days from invoice date. Returns will not be accepted unless authorized by a customer service representative prior to you shipping out the items. All items must be returned “as new”. Custom orders cannot be returned.
Due to the high cost of cross border transactions, returns may be subject to additional restocking fees or other charges including but not limited to brokerage charges, paperwork burden and/or loss of material.
Even after a return authorization has been issued, a refund will NOT be issued if the items are returned damaged or otherwise unsalable.
Shortages & Discrepancies
Domus Flooring & Stairs must be notified of any shortages or discrepancies within 24 hours of receipt of order, otherwise we cannot be held responsible.
Packaging
We take great care and pride in our packaging. All orders are thoroughly checked for damage and accuracy before shipping however, sometimes damage or other mishaps can occur in transit.
It is the responsibility of the receiver to note any damage to the shipment on the carrier’s waybill. Failure to do so will remove the responsibility for damage or shortage from the carrier and Domus Flooring & Stairs. We will not be responsible for losses or damages should they not be brought to the attention of the carrier upon receipt of shipment.
Receiving
Anyone at the customer’s place of business who receives the goods or who picks up the goods for the customer, wherever the seller delivers; or wherever the customer is carrying on a business activity such as a building site, is conclusively presumed to be an agent of the customer for the receipt of said goods for the customer.
International Shipments
Please note that international shipments usually incur duties, brokerage fees and local taxes. Shipping charges from Domus Flooring & Stairs do NOT include any of these fees. You will need to arrange for a broker to clear shipments on your behalf. Domus will do everything in its power to provide you with the proper documentation to help facilitate your transaction but you, as the importer, are ultimately responsible for adhering to the laws that govern your country and clearing your shipment.
If you would like for Domus to cover brokerage charges for you, please write to one of our staff members to make the proper arrangements. Please note that YOU will still be responsible to pay local duties and taxes.
Due to the high cost of cross border transactions, returns may be subject to additional restocking fees or other charges including but not limited to brokerage charges, paperwork burden and/or loss of material.
