Account

Shipping policy

There are 3 ways to receive your order from us:

  • Schedule us to personally deliver and install it for you (Southwest BC Only)
  • Pick up your order at our warehouse (scheduled in advance with us)
  • Have us ship the order using 3rd party freight carrier (call us to arrange or checkout online if you can add the item to the cart)

How much is shipping?

If checking out online using the shopping cart, shipping costs will be automatically calculated at checkout. If you prefer we manually request and provide a freight quote for your shipment in advance of placing an order we're happy to do that, just let us know.

Small items/packages and those under 150 lbs will ship via parcel post via the carrier you select at checkout.

Larger items and those over 150 lbs will ship on a pallet via one of our LTL commercial freight carriers. When these shipments are delivered the carrier will deliver in a truck with a power tailgate (liftgate) and take your delivery off the truck in what's known as a curbside delivery. The driver is only obligated to take the shipment off the truck, nothing more, unless otherwise specified in advance.

If you require additional services like signature required , delivery by appointment or a threshold delivery please let us know in advance and we can quote those extra services for you.


Order Processing and Estimated Shipping Times:

Generally we try to process orders and have them picked up from our warehouse within 2 business days. This is dependent on stock and availability. Once an order has shipped transit times will vary depending on the shipping method selected and the destination of the shipment. We always try to provide a tracking number for the shipment as expeditiously as possible after shipping.

Feel free to contact us at 604-561-2971, or email info@vancouversafes.com for an updated timeframe if you require something urgently.

 

Please see below for the shipping procedure for palletized LTL shipments:

Curbside Freight Shipment Procedure:

Most larger shipment items ship via LTL and are limited to a curbside delivery. Freight carriers are specially trained and equipped to handle oversized and fragile items safely and efficiently. Please refer to the steps below to know what to expect for the delivery service. Please note that these items cannot ship to P.O. Box.

Step 1: Within 24 - 48 hours after your order is shipped you will receive a confirmation email providing tracking information.

Step 2: When the shipment arrives at your local freight terminal, the carrier will usually "call prior" to let you know to expect a delivery. This is not a delivery appointment, however an appointment is an option if you request one in advance (usually $25-50 extra). If applicable, appointments are made Mondays – Fridays and you are usually given a 2-hour window to expect delivery during business hours. It is important that the phone number provided when ordering is a working number to contact you. If an appointment is not made within a 24-hour period of being contacted, storage fees may apply. You would be responsible for these fees.

Step 3: Curbside delivery completion – The driver will arrive with a lift-gate truck (truck sizes vary) and will lower the order onto the ground at the edge of your driveway. Due to company
policy the driver is not authorized to move it further. Curbside delivery service does not include set up or assembly of items, or removal of packaging materials, nor does it include bringing the items inside the home.

Step 4: Upon delivery, you will need to inspect and sign a Proof of Delivery Receipt for the shipment. Check for visible damage and if any damage is seen make sure that it is noted on the delivery receipt and take pictures of the damage. You have the right to refuse the delivery due to damage shown. For all transport damage issues please contact us immediately. Please note: Shipping is unavailable to P.O. Boxes

What to know before accepting your delivery:

Vancouver Safes want to make sure your order delivers on time, accurately, and damage free. So, we have some important information about receiving a new order.

We carefully inspect all orders before they leave our warehouse to ensure they are accurate and in perfect condition. If you haven’t received a shipping e-mail confirmation with tracking, and are curious about the status of your order, please let us know at any time by calling 604-561-2971. 

When your order arrives, you will need to carefully inspect immediately before the truck driver leaves or attempts to have you sign off on the paperwork. Paperwork is normally provided, and your signature requested by the driver to acknowledge your order was delivered. If they have no paperwork for you to sign (usually a BOL or Freight Bill) you can request it. Some drivers will want to drop your order and leave asap as they have other deliveries to make. But remember, you paid to have them deliver your order in perfect condition, and they will wait for you to inspect it. If you sign the delivery paperwork without noting any discrepancies or damage, the freight company will not accept a claim and make the customer liable for any damage discovered. So, this inspection means that you should: Open all boxes Count all items Ensure the items shipped are the correct model / type / colour.

DO NOT sign the driver’s paperwork unless you are 100% certain the order is complete, there are no missing items, and it has arrived in perfect condition.

IF YOUR ORDER ARRIVES INCORRECT OR IS MISSING ITEMS:

Note exactly what was shipped incorrectly or missing on your paperwork. You need to clearly write this on the BOL or Freight Bill. Take a picture of the products received, then contact us and we’ll investigate and get this corrected for you asap!

IF YOUR ORDER ARRIVES DAMAGED:

As upsetting as this may be, it does happen on occasion as careless drivers or warehouse workers may have mishandled your order. In this situation, you have 2 options: If there is significant damage to the order, you can refuse it. Note “ORDER REFUSED DUE TO DAMAGE” on the paperwork, and make sure you take plenty of pictures of the damage. Then send this information to us so we can follow up with the freight company. We can then either refund your order or ship a completely new order to you if the product is still in stock and available. If there’s only slight damage to your order, you can still choose to receive it, but note this damage clearly on the paperwork and take several pictures then send this information to us and we will follow up with the freight company to open a claim for compensation. It is the freight carriers responsibility, not the responsibility of Vancouver Safes responsibility to compensate you for any damage that may occur in transit.

IF YOU INSPECTED YOUR ORDER, BUT LATER FIND DAMAGE:

This is known as ‘concealed damage’ and freight companies only allow 24 hours to file a concealed damage claim. So, it is very important that if you start unpacking your order and
discover damage to a part that wasn’t visible when you removed the packaging for initial inspection, you need to take pictures and contact us immediately. Do not wait. Freight companies will not even consider a concealed damage claim if one is filed more than 24 hours after receipt. Note that concealed damage claims are often denied, which is why your primary inspection as soon as the order arrives is so important.