Our goal is to provide you with the best customer service and shipping options in Canada. That means doing everything possible to process your order and send your shipment, insured, from our door to yours… as fast as possible.
As a small business, we try to absorb as much of the shipping costs as possible, but with the nature of heavier shipments, shipping rates vary greatly depending on where in Canada we are shipping to. We ship from our warehouse in Ottawa, Ontario.
For small items such as accessories and apparel, we ship via couriers such as Canada Post, Purolator, UPS & Canpar.
Larger items are shipped via a freight. We reserve the right to choose which freightway that carries your shipment. We do not, however, control the shipping companies (freight or courier). Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot make a delivery happen on a certain day or a specified time (after hours and weekend deliveries are not offered or implied), and we can only approximate delivery times as we only have the information the delivery company makes available to us. Please understand that our staff would love to have more direct control over shipments so that we could ensure an amazing customer service experience every time.
All freight shipments, unless specifically denoted, are curbside deliveries. All larger shipments, shipped via freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, Oven Brothers Ltd. cannot be held responsible for damages or loss that may occur during delivery.
Remote or hard-to-reach areas may incur additional shipping fees. This applies to Free Shipping and regular shipping orders. If this is the case with your order, a Customer Service representative will contact you promptly to notify you of any additional charges.
It is the customers' responsibility to inform us of any problems with delivery at the time of purchase. Oven Brothers is not responsible for shipping costs on merchandise not delivered due to a shipping companies inability to deliver to a particular location. Certain circumstances may include but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant establishments. In-home delivery is neither implied nor offered without additional charge and is not necessarily available even if the customer is willing to pay more for it.
If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping both ways. Orders for larger items that must ship freight require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.
A tracking link and number will be emailed to you on the day your order leaves our warehouse.
Over 99.99999% of deliveries arrive at your location without any damage and are signed for without incident.
Your Oven Brothers purchase is an important one. For your protection, we ask that you please inspect the packaging and the contents carefully.
You have 72 hours to call us at 1-833-683-6276 to report any damage.
If you authorize the delivery company to leave your order without a signature, Oven Brothers Ltd. cannot be held liable for any damages or missing pieces.
Leaving a note is the same as signing for your products in good condition.
Step 1: Ensure that the pallet/piece count on the delivery receipt matches the number of pallets/pieces you receive.
Step 2: Inspect the packaging for external damage.
If there is no visible external damage, please sign for your freight and inspect your items for concealed damage after the driver has left.
If you have any questions, please feel free to contact us at 1-833-683-6276.
Free local delivery is available for orders over $500.00 CAD within 35 km of our warehouse located at 12A Grenfell Crescent, Nepean, Ontario K2G 0G2. For orders under $500.00 CAD, we charge $35.00 CAD for local delivery.
We will contact you via the phone number you provided at checkout to notify you on the day of our arrival.
You can skip the shipping fees with free local pickup at our warehouse located at 12A Grenfell Crescent, Nepean, Ontario K2G 0G2. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up. We will send you an email when your order is ready along with instructions.
Our warehouse pickup hours are 9:30am to 5pm on Monday to Saturday. Please have your order confirmation email with you when you come.
We offer international shipping. For more details contact us at info@ovenbrothers.ca.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Oven Brothers Ltd. is not responsible for these charges if they are applied and are your responsibility as the customer.
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at info@ovenbrothers.ca with your name and order number, and we will look into it for you.
Only small items can be shipped to P.O boxes via Canada Post.
If the item is not received and/or is undeliverable, you will be responsible for actual shipping and restocking fees incurred. We will contact you immediately upon receiving the package in the event that you would like to correct shipping information and send to a different address.
We accept returns up to 30 days after delivery, if the item is unused and in its original condition, upon return approval we will refund the full order amount minus the shipping costs for the return and subject to a 20% restocking fees. Damaged, abused or used products will be subject a 50% restocking fees. For more details see our refund policy page.
In the event that your order arrives damaged in any way, please email us as soon as possible at info@ovenbrothers.ca with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at info@ovenbrothers.ca.