1. Shipping Overview

True North Cart ships across Canada using reliable carriers. Delivery times and costs vary based on item size, weight, and destination.

2. Shipping Methods

Small Items (Under 30 lbs)

Medium Items (30-70 lbs)

Large Items (70+ lbs)

• LTL Freight: Calculated by weight/distance

• Truckload: Quote required

• Liftgate service: $45 add-on

• Inside delivery: $75 add-on

• Room of choice: $125 add-on

Furniture & Large Decor

• White glove service available ($149)

• Includes inside delivery, assembly, packaging removal

• Appointment scheduling required

• 7-14 business days

3. Free Shipping Thresholds

Exclusions: Oversized items, remote areas, white glove service

4. Processing Time

• Orders placed by 2PM EST ship same day

• Orders after 2PM ship next business day

• Weekends: Ship Monday

• Holidays: Next business day

• Peak season: May add 1-2 days

Processing by Category

5. Delivery Times by Province

Small Items (Parcel)

Large Items (Freight)

6. Tracking Your Order

Once shipped, you’ll receive:

1. Shipping confirmation email

2. Tracking number

3. Carrier information

4. Estimated delivery date

5. SMS updates (opt-in)

Track online:

• Canada Post: canadapost.ca/track

• UPS: ups.com/track

• Purolator: purolator.com/track

• Freight carriers: Link provided

7. Residential Delivery

Small Items

• Left at door/mailbox

• No signature required (most items)

• Photo proof of delivery

• Safe drop instructions

• Notify of special instructions

Fragile Items

• Signature required

• “FRAGILE” handling

• Inspection recommended

• Report damage immediately

Large Items (Freight)

• Curbside delivery only

• Driver will not enter home

• Must inspect upon delivery

• Signature required

• Liftgate available ($45)

White Glove Delivery

• Inside delivery to room of choice

• Basic assembly included

• Packaging removed

• Appointment required

• 2-hour delivery window

8. Commercial Delivery

Business Address Benefits

• No residential fees

• Dock-level unloading

• Forklift available

• Business hours delivery

• Priority scheduling

• No signature required (optional)

Loading Dock Required For:

• Palletized orders

• Items over 500 lbs

• Multiple pallets

• LTL freight shipments

• Bulk orders (10+ units)

No Loading Dock?

• Liftgate service available

• Must have ground-level access

• Manual unloading (extra fee)

• Additional time required

9. Delivery Restrictions

Cannot Deliver To:

• Some remote First Nations reserves (call first)

• Seasonal road access areas

• Islands without ferry (extra fees apply)

• Construction sites without address

Limited Service Areas:

Item Restrictions

10. Delivery Appointment Required For:

• Liftgate service

• Inside delivery

• White glove service

• Orders over 300 lbs

• Multiple pallets (3+)

• Limited access sites

• Construction sites

• Gated communities (with code)

Scheduling: 1-3 business days advance notice

11. Failed Delivery Attempts

Parcel Delivery

• 3 delivery attempts

• Held 10 days at depot

• Return to sender after 10 days

• Re-shipping fees apply ($9.99)

• Must contact carrier directly

Freight Delivery

• 1 scheduled attempt

• $75 missed appointment fee

• Rebooking required

• Storage fees after 48 hours ($25/day)

• Must contact us to reschedule

Remote Areas

• May have fewer attempts

• Hold at local depot

• Customer pickup option

• Extra fees for re-delivery

12. Damaged Shipments

Upon Delivery

1. Note damage on delivery receipt

2. Photograph before moving

3. Refuse if severely damaged

4. Accept with notation if minor

5. Contact us immediately

Within 48 Hours

• Report concealed damage

• Send photos to claims@truenorthcart.com

• Keep all packaging

• Don’t use damaged item

• We’ll arrange replacement or refund

Damage Categories

13. Kitchen & Home Special Handling

Glassware & China

• Extra padding applied

• “FRAGILE” labels

• Signature required

• Insurance included

• Inspect immediately

Cast Iron Cookware

• Heavy items separate

• Double-boxed

• No stacking

• Handle with care

Small Appliances

• Original foam packaging

• Test upon arrival

• 48-hour defect window

• Register warranty

Furniture

• Inspect for damage before assembly

• Assembly instructions inside

• Hardware check

• 7-day defect window

14. Rural & Remote Areas

Rural Routes

• Add 1-3 business days

• No extra charge

• May require pickup at local depot

• Limited tracking updates

• Weather delays common

Northern Communities

• Air freight only (some areas)

• Additional $25-$75 fee

• Weekly flights only

• Weather dependent

• 2-3 week delivery possible

Islands

• Ferry schedules apply

• May add 2-5 days

• Weather dependent

• Extra fees may apply

• Limited carriers

15. Winter Delivery

Cold Weather Precautions

• Glass items may be cold

• Allow to warm before use

• Check for cold damage

• Report cracks within 48 hours

• Electronics: warm to room temp before use

Weather Delays

• Winter storms add 2-5 days

• Road closures possible

• Flight cancellations (north)

• Safety first policy

• Tracking updates during delays

Frozen Items

• Liquids may freeze

• Allow to thaw naturally

• Check for container damage

• Notify us if damaged

16. Large Volume Deliveries (10+ units)

Scheduled Delivery

• 1-week advance notice

• Staging area required

• Unloading assistance needed

• Forklift recommended for pallets

Options

• Partial shipments available

• Staggered delivery dates

• Hold for future release

• White glove service available

• Commercial rates apply

Bulk Orders

• Quote required

• Lead time: 1-2 weeks

• Custom delivery date

• Volume pricing applies

17. Pickup Option

Mississauga Warehouse

Address:
789 Home & Kitchen Way
Mississauga, ON L5R 3K9

Pickup Hours:
Mon-Fri: 9AM-5PM
Sat: 10AM-3PM
Sun: Closed

Process

1. Order online with “Pickup” option

2. Wait for “Ready for Pickup” email

3. Bring order confirmation and ID

4. Pick up at warehouse counter

5. Inspect before leaving

Benefits

• No shipping fees

• Same-day pickup

• Inspect before taking

• No signature required

• Easy returns

18. Delivery Questions?

Shipping Department
Email: shipping@truenorthcart.com
Phone: 1-888-TRU-CART ext. 4
Hours: Mon-Fri 8AM-5PM EST

Claims: claims@truenorthcart.com
Tracking: tracking@truenorthcart.com
Scheduling: delivery@truenorthcart.com

Exchange Policy – True North Cart

1. Exchange Overview

At True North Cart, we want you to love your home and kitchen items. If you need a different size, color, or style, we make exchanges simple and hassle-free.

2. Exchange Eligibility

Eligible for Exchange

• Items returned within 30 days of delivery

• New, unused condition

• Original packaging with all tags

• Proof of purchase required

• One exchange per item

Non-Exchangeable Items

• Final sale/clearance items

• Customized/personalized products

• Opened small appliances

• Personal care items

• Bedding (hygiene reasons)

• Gift cards

• Items without original packaging

• Damaged or used items

3. Types of Exchanges

Size Exchange

Different size, same item

• Most common for cookware, dinnerware

• Subject to availability

• Price must match

Color Exchange

Different color, same item

• Available for most categories

• Subject to availability

• Price differences apply

Style Exchange

Different style/pattern

• Dinnerware patterns

• Cookware collections

• Home decor styles

• Price differences apply

Product Exchange

Different item entirely

• Price differences apply

• Cannot exchange for clearance

• One exchange per order

4. Exchange Methods

Method 1: Standard Exchange (Ship First)

1. Return original item to us

2. We process return (3-5 days)

3. Refund issued to original payment

4. Place new order for desired item

5. New item ships

Timeline: 7-12 business days total

Method 2: Advanced Exchange (Recommended)

1. Place new order for desired item

2. Return original item within 30 days

3. We refund original item upon receipt

4. No waiting for exchange

5. Guarantee stock availability

Timeline: 3-5 days for new item

Method 3: In-Store Exchange

Available at Mississauga showroom

1. Bring item and order confirmation

2. Choose new item in store

3. Exchange immediately

4. Price differences settled on spot

Location: 789 Home & Kitchen Way, Mississauga

5. Price Differences

If New Item Costs MORE

If New Item Costs LESS

Examples

6. Exchange Shipping

Standard Exchange (Ship First)

Advanced Exchange (Buy First)

Defective/Wrong Item Exchange

In-Store Exchange

7. Exchange Process

Step 1: Request Exchange

Online: truenorthcart.com/exchange
Email: exchange@truenorthcart.com
Phone: 1-888-TRU-CART ext. 2

Provide:

• Order number

• Original item(s)

• Desired item(s)

• Reason for exchange

• Photos (if applicable)

Step 2: Get Authorization

We’ll provide:

• RMA number (Return Authorization)

• Exchange confirmation

• Shipping instructions

• Price difference quote

• Exchange timeline

Step 3: Prepare Return

• Pack item securely

• Use original packaging

• Include all parts/manuals

• Write RMA on outside of box

• Remove old shipping labels

• Include packing slip copy

Step 4: Ship Return

Returns Address:
True North Cart Exchanges
789 Home & Kitchen Way
Mississauga, ON L5R 3K9
Canada

Step 5: Track Exchange

• Email updates at each stage

• Track return at carrier website

• Track new order in account

• SMS alerts (if opted in)

8. Exchange Timeline

9. Category-Specific Exchanges

Cookware Exchange

• Must be unused, unscratched

• No seasoning (cast iron)

• All lids and accessories included

• Original box required

• Different size/color available

Dinnerware Exchange

• Full sets only (no individual pieces)

• No chips or cracks

• Unwashed condition

• Original dividers intact

• Pattern/color change allowed

Small Appliance Exchange

• Unopened only

• No food residue

• All accessories included

• Power cord undamaged

• Cannot exchange opened items

Cutlery Exchange

• Unopened sealed package

• No missing pieces

• Block sets complete

• Sheaths/blade guards intact

• Cannot exchange individual knives

Furniture Exchange

• Unassembled only

• All hardware included

• Original box in good condition

• No assembly attempted

• Different color/style available

Home Decor Exchange

• Tags attached

• No scent (candles)

• No pet hair (textiles)

• Original packaging

• Different style available

10. Multiple Item Exchanges

Exchange All Items

• Process each item individually

• Combined shipping available

• Single RMA for multiple items

• Pack all items together

• One box if possible

Partial Exchange

• Keep some items

• Exchange others

• Separate packaging recommended

• Individual RMAs per item

• Shipping calculated separately

Bundle Deals

• Must exchange entire bundle

• Cannot split bundles

• Refund based on bundle price

• New bundle must be available

• Price difference on bundle total

11. Gift Exchanges

With Gift Receipt

• Recipient can exchange

• Store credit issued

• Choose any item

• No cash back

• Original price applies

Without Gift Receipt

• Store credit at current price

• ID may be required

• One-time courtesy

• Verified in system

• Cannot exchange for cash

Registry Exchanges

• From wedding/baby registry

• Exchange for store credit

• Different item allowed

• Registry benefits apply

• Completion discount valid

12. Holiday Exchange Policy

Extended Holiday Period

Purchases November 1 – December 24:

• Exchanges accepted until January 15, 2027

• All other conditions apply

• Gift exchanges welcome

• Seasonal items may be limited

After-Holiday Exchanges

• Seasonal decor exchanges limited

• Holiday-specific items may be OOS

• Store credit alternative

• Next year’s styles available

• 20% off future purchase offered

13. Out of Stock Items

If Desired Item Unavailable

Options:

1. Choose different item

2. Wait for restock (estimated date provided)

3. Return for refund

4. Take store credit (+10% bonus)

Restock Alerts

• Sign up for email notification

• Estimated 2-4 weeks typical

• We hold item for 24 hours

• First come, first served

• Backorder available

Backorder Exchange

• Place backorder for new item

• Return original within 30 days

• New item ships when available

• No additional shipping

• Price protection applies

14. Limited Edition & Seasonal Items

Limited Edition

• Exchange only if in stock

• No guarantees availability

• Cannot hold for restock

• Refund if unavailable

• Collector items final sale

Seasonal Items

• Exchange within season

• Off-season: store credit only

• Holiday items by Dec 15

• Clearance items excluded

• Next season preview available

15. Manufacturer Exchange

Direct Manufacturer Exchange

Some brands require:

• Contact manufacturer directly

• Warranty card required

• Proof of purchase

• Different return address

• Brand-specific policy

Brands with Special Policies

16. Exchange Restrictions

Quantity Limits

• 3 exchanges per customer/year

• 5 items per exchange

• No exchanges on wholesale

• Business accounts: contact rep

• One exchange per item

Abuse Prevention

We monitor for:

• Excessive exchanges

• Worn/used items returned

• Pattern of buyer’s remorse

• Fraudulent activity

• Multiple addresses

Consequences:

• Warning email

• Exchange privileges revoked

• Account suspension

• Legal action if fraud

17. Special Circumstances

Wrong Item Received

• We pay all shipping

• Express exchange available

• No price difference

• 10% off next purchase

• Priority processing

Item Damaged in Transit

• Photos required

• Prepaid return label

• Replacement shipped immediately

• Upgrade shipping included

• No exchange needed

Item Doesn’t Match Description

• Full refund or exchange

• We pay return shipping

• Price difference waived

• 15% discount on next order

• Customer support follow-up

18. Exchange vs Return

19. Exchange Tips

For Fastest Exchange

1. Choose Advanced Exchange

2. Have order number ready

3. Pack item securely

4. Use tracking

5. Write RMA on outside of box

6. Keep proof of shipping

Avoid Delays

• Original packaging required

• Include all accessories

• Remove old shipping labels

• Clean item before return

• Include RMA inside and outside

Common Mistakes

20. Contact Exchange Department

Exchange Team
Email: exchange@truenorthcart.com
Hours: Mon-Fri 9AM-5PM EST

Exchange Portal: truenorthcart.com/exchange

In-Store: 789 Home & Kitchen Way, Mississauga

Questions? Contact exchange@truenorthcart.com

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