Shipping policy

Shipping Terms & Conditions

Effective Date: December 30, 2025

These Shipping Terms & Conditions (“Shipping Terms”) apply to orders placed through arclightsupply.ca and are intended to set clear expectations for fulfillment, delivery timing, freight, special orders, and carrier delays. These Shipping Terms form part of our store policies and should be read together with our Shipping Policy, Return & Refund Policy, and Terms of Service.

1) Fulfillment Model (How We Ship)

Arclight Tool + Supply Co. is a contractor-focused supply partner and may fulfill orders through different channels depending on the product:

  • Carrier shipment via Purolator, Canada Post, FedEx, UPS, or other services as needed

  • 3PL fulfillment, including KAYO3PL warehousing and shipping services

  • Manufacturer drop-ship, where products ship directly from the supplier/manufacturer

  • Project-based / special order fulfillment, including custom or overseas manufacturer fulfillment for select products

  • Partner pickup locations, where certain items may be available for pickup through approved partners (e.g., Canada Welding Supply) when designated as a pickup point

Your order may ship in one or multiple shipments depending on product source and availability.

2) Processing Time vs. Transit Time

  • Processing time is the time required to pick, pack, prepare, and dispatch your order from the fulfillment source (Arclight, a 3PL, or a supplier).

  • Transit time is the carrier’s shipping time after the order has been dispatched.

Estimated delivery timelines are not guaranteed and should be treated as estimates.

3) Lead Times and Special Orders

Some items are special order or project-specific. Unless otherwise confirmed in writing:

  • In-stock items typically process within 1–3 business days

  • Special order items are typically available to ship or pickup within 5–8 business days from payment

  • Custom / overseas orders have variable lead times and will be confirmed in writing

Where timing is critical, customers should contact us before ordering so we can confirm the most realistic and cost-effective fulfillment route.

4) Shipping Rates, Quotes, and Adjustments

Shipping charges shown at checkout are calculated when possible based on destination, weight, and package size and may include packaging and handling.

For freight, oversized, multi-ship, DG, remote-area, or special-order shipments, shipping charges may require a quote or adjustment. If an adjustment is required, Arclight will contact you to confirm options and costs prior to shipment being finalized.

5) Freight & Oversized Deliveries

Certain products (including scaffolding packages, ladders, heavy equipment, and large orders) may ship by freight and may require:

  • Appointment delivery windows

  • Curbside delivery (unless otherwise arranged)

  • Liftgate service (if needed and available)

  • Additional access details (dock, forklift, jobsite conditions)

Freight delivery conditions and access limitations are the customer’s responsibility to communicate in advance. Additional charges may apply if delivery attempts fail due to access restrictions or inaccurate delivery details.

6) Local Delivery (GTHA) + Demonstrations

When possible, we may offer local delivery within the Greater Toronto & Hamilton Area (GTHA). In some cases, we can also coordinate virtual demonstrations and limited on-site visits.

Local delivery availability, timing, and any applicable fees are confirmed during order processing (or in advance if you contact us before ordering).

7) Cross-Border & Dangerous Goods (DG) / Lithium Battery Products

Certain products—especially items containing lithium batteries—may be classified as Dangerous Goods (DG) and may have restrictions or special handling requirements. Shipping method availability, routing, and timing may be impacted by carrier regulations.

When DG or cross-border restrictions apply, Arclight may use alternate carriers or fulfillment routes to remain compliant and to protect your timeline. Customers should contact us in advance where timing is critical.

8) Tracking and Delivery Confirmation

Tracking information will be provided where available once an order ships. Carrier scans, proof-of-delivery, signature confirmation, and delivery photos (where supported) are used to confirm delivery.

9) Split Shipments

Orders containing multiple items may ship from different sources and arrive in multiple shipments. Split shipments may result in multiple tracking numbers and staggered delivery dates.

10) Customer Responsibilities (Address, Access, Receiving)

Customers are responsible for:

  • Providing accurate shipping and contact information

  • Ensuring delivery location access (especially for freight/jobsite deliveries)

  • Inspecting shipments upon arrival

  • Reporting issues promptly as described below

If a shipment is returned due to incorrect address information, failed delivery attempts, refusal, or inaccessible delivery location, additional shipping charges may apply.

11) Shipping Damage, Missing Parcels, or Incorrect Items

Please inspect your order upon delivery. If your order arrives damaged, incomplete, or incorrect, contact us as soon as possible at support@arclightsupply.ca with:

  • Order number

  • Photos of the product and packaging

  • A description of the issue

We will work with you to evaluate the issue and make it right in accordance with our policies and applicable law.

12) Delays Outside Our Control (Force Majeure)

Transit times are estimates and may be impacted by events outside our control, including (but not limited to) weather, wildfires/natural disasters, carrier disruptions, union strikes, road closures, customs delays, and other emergency situations. Arclight Tool + Supply Co. is not responsible for carrier delays caused by these events, but we will support you with tracking updates and alternate options where possible.

13) Questions and Contractor Orders

Buying for a crew, multiple sites, or need bulk pricing, demonstrations, or corporate account support (terms subject to approval)? Contact us and we’ll help confirm the best fulfillment route, lead time, and purchasing model.

Contact

9593543 CANADA INCORPORATED o/a Arclight Tool + Supply Co. and Arclight Rental Co.
6-2400 Dundas St. West, Suite 353
Mississauga, Ontario L5K 2R8, Canada
support@arclightsupply.ca | 289-804-1777