Shipping & Returns Policy
Relative Floors and Walls is committed to providing efficient, transparent, and reliable shipping and return services to customers across Canada and North America. All orders are processed from our Ontario-based warehouse with great attention to packaging and product handling to ensure your tiles and hardwood flooring arrive in excellent condition.
Shipping Details
Processing Time: Orders are typically processed within 3 to 5 business days after order confirmation. This excludes weekends and public holidays.
Shipping Methods:
- Large tile and flooring orders are shipped via LTL (Less Than Truckload) freight services.
- Smaller shipments are handled by recognized courier partners.
Estimated Delivery Timeframes:
- Within Canada: 5 to 10 business days
- Continental United States: 7 to 14 business days
Estimated lead times can vary depending on stock availability and location. While we strive to meet these windows, unexpected delays may occur due to factors beyond our control.
Local Pickup (Ontario Customers Only)
We offer a pickup option for local customers in Ontario:
- Sample Orders: Can be picked up directly from our showroom.
- Full Orders: Must be picked up from our warehouse.
Pickup appointments from our warehouse are required and must be scheduled in advance. Pickup is available Monday to Friday, between 8:30 AM and 3:30 PM only. Customers will receive full address details and confirmation instructions upon scheduling.
Delivery Terms
For all curbside deliveries. The delivery team will not unload or move materials beyond the designated drop-off point. Customers are responsible for arranging adequate assistance at the time of delivery.
Once dispatched, a tracking number will be provided via email so you can follow the progress of your shipment.
Shipping rates are automatically calculated at checkout, based on the delivery destination, order weight, and selected shipping method. If a promotional offer or free shipping threshold applies, it will be clearly shown at checkout.
Order Inspection & Damage Claims
All customers must inspect deliveries immediately upon arrival.
- Any visible damages, defects, or discrepancies must be reported within 48 hours of delivery.
- Please include supporting photographs and your order number when submitting a claim.
- If a shipment is visibly damaged and is refused, ensure that the delivery slip is annotated and signed by the driver as “damaged upon arrival.”
Claims submitted after the 48-hour window may not be accepted.
Returns & Final Sale Policy
- All confirmed orders are non cancellable, non returnable, non refundable
We strongly recommend purchasing samples before placing a full order to ensure satisfaction with the material, color, and finish.
Order Cancellations
Orders can be canceled within 6 hours of placement, provided that processing has not begun.
- Once an order is in production or has entered the dispatch phase, cancellations are no longer possible.
- This applies especially to custom or made-to-order items.
Important: All lead times and delivery dates are estimates. Weather, transportation issues, or supply chain disruptions can cause delays.
For support, pickup appointments, or delivery questions, please contact:
Email: info@relativespace.com
Phone: 416-961-6891