Shipping and Returns
Shipping
We have a network of logistic partners to ship our products worldwide. Orders will be shipped by the most economical partner given the size, weight and destination unless another carrier is selected or specified during the checkout process. If specific shipping requirements are needed (such as rush shipping, no signature required, power gate needed, etc.), please contact us directly or provide instructions during checkout.
Orders are packaged well to ensure safe and timely receipt of products. You will be contacted if your order requires additional packaging that will incur additional shipping costs.
4’x8’ Sheets and oversized sheets shipped within Greater Vancouver may often be shipped without skids. Full sheets shipping out of this area will usually require a skid. A minimum skid charge of $50 will apply. It is often less expensive to pay for cutting and less likely for damage to have your sheet order cut-to-size than pay for the higher freight costs and skid charge for shipping full sheets.
BACKORDERS
If we are out of any item at the time of shipment, we will ship the order via the method selected and note which items are “backordered” awaiting resupply. Upon new stock arriving, we will process the balance of the order and ship via the same shipping method of the original order without additional shipping charges.
If over 50% of the order is on backorder, we will contact you to choose whether to hold or ship your order.
RETURNS
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. Chemicals and all coatings (includes fiberglass and epoxy resins) have a 14 day return policy.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned: off-cut plastics, pre-cut plastics, material cut from a roll, special order items, clearance items, custom fabricated items, and food grade items (all bags, pails, bottles, bottle closures). Any other item marked “sales final” or “non-returnable” or noted in writing are also exempt from being returned.
Contact us for a Return Materials Authorization number (RMA #) prior to shipping your return. Returns must be sent to 107-19505 56 Avenue Surrey BC Canada V3S 6K3.
To complete your return, we require a receipt or proof of purchase and the RMA number.
Exchanges
Items may be exchanged for an order of equal or greater value. Eligible items for exchange are the same as items eligible for return (see Returns section above) and subject to the same conditions . If you wish to exchange an item, send us an email at sales@robertsonplastics.com prior to shipping for an RMA #. See Shipping Returns for shipping instructions.
Shipping Error
If a shipping error has occurred, please contact us at sales@robertsonplastics.com. Enter “Shipping Error with Invoice Number” as the subject line for expedited service. You will be contacted with instructions on how to return and receive the correct item(s).
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Approved returns are subject to a 15% restocking fee.
Returns for products sold at a quantity price break will be reassessed for partial returns.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within fourteen (14) days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@robertsonplastics.com.
Shipping Returns
To return your product, ship your product to: 107-19505 56 Avenue Surrey BC Canada V3S 6K3.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Return shipments must be sent prepaid with your RMA # clearly indicated on the waybill or package. If your shipment is sent collect, it may by refused and incur additional charges you are responsible for. If it is received, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
For persons shipping infrequently, we recommend that you use a traceable shipping service or purchasing shipping insurance. Furthermore, if you are shipping products like adhesives, coatings, or resins in the winter consider shipping in a heated truck. We cannot return product that has frozen. We do not guarantee that we will receive your returned item.
Should you return be damaged during shipping, we will assist you with information for you claim but cannot process your return. A claim must be made with your shipping agent for reimbursement.