Shipping, returns & warranty

We deliver in the provinces of Canada by Loomis Express, UPS or Canada Post (small packages only), which offer a fast and efficient service to your door. We do not ship to PO box.

Please note that we do not ship to the Canadian territories: Northwest Territories, Yukon and Nunavut.
Moreover, due to logistical difficulties in making deliveries to certain remote areas, we reserve the right to cancel your order.

Standard Shipping: Your order will be delivered to the provided address without the need for a signature. Please be aware that the delivery service may leave the package at your doorstep. It is either your responsibility or that of a designated representative to be available at the delivery address to ensure the package is received safely and promptly.

Shipping with Signature Confirmation: Your order will be shipped to the specified address and will require a signature upon delivery. This means the delivery service cannot leave the package unattended at your doorstep. A signature is necessary to confirm receipt, providing an added layer of security for your shipment.

Priority Shipping: This option prioritizes the preparation of your order during standard warehouse hours, and guarantees same-day or next-day collection by the carrier, Monday to Friday. Similar to the shipping with signature confirmation, the package cannot be left unattended at your doorstep. A signature will be required upon delivery, ensuring the safety and security of your shipment.

Please allow up to 1 - 2 business days to process and dispatch your order, and allow a further 2-3 working days for Ontario and Quebec orders, or 4-10 days for the others Province.

During holiday or promotional periods (such as Boxing week or Black Friday - Cyber Monday) delivery times can be impacted resulting in delayed shipments. This is due to holiday hours being in effect and significant increases in order volume. Orders placed on, or the day before, a Public Holiday can expect an additional delivery time of a few business days. Be assured that we are working our hardest to get your order out to you as soon as possible.

Once an order has been send to our warehouse we are unable to add/remove/change items in an existing order.
If you have any concerns or made a mistake on your order, please email us within 24 hours together with your order number for reference.

There are a few reasons that can keep us from being able to ship your order. Here are a few possible causes:
* The product(s) you ordered are out of stock.
* You live in a remote area, and we cannot deliver there.
* You specified a PO box as your delivery address.
* Unfortunately, we are not able to deliver to PO boxes.
* A payment issue might have occurred when you placed the order.

If you live in an apartment building and you need a buzzer code to enter the lobby, please indicate it in the notes of your order. Your order may not be delivered if the delivery person does not have the lobby code.

Also, please note that Loomis Express and Canada Post carriers do not have professional cell phones and do not call before delivery.

Yes, we have a showroom. It is located at 5780 Paré Street, Montreal (QC).

The showroom is open to the public from Monday and Tuesday, from 9am to 3pm, and on Friday from 9am to 12pm. It is closed on Wednesday, Thursday, Saturday and Sunday, as well as on public holidays.

Returns, exchanges, or refunds are not eligible for items bought more than 90 days from the date of receipt. For initiating a return or exchange, providing proof of purchase is essential, and the product must be in its unused, uninstalled state, and sent back in the original packaging and condition.

RETURN CONDITIONS
- Merchandise can only be returned if purchased online directly from tooucanada.com,
- Merchandise must be returned within 90 days of receiving your order,
- Merchandise must be in original condition,
- Items listed as FINAL SALE cannot be returned for a refund,
- Shipping charges incurred during checkout are not refundable,
- Customers are responsible for any return costs,
- 15% of the purchase price will be charged for any opened box and/or damaged merchandise.

We do not offer exchanges, please create a return for the unwanted item and place a new order for the product you desire. This will ensure the product is available and gets to you quicker.

To be eligible for a refund, the product(s) must have been bought directly from our Online Shop. You can return most online orders within 10 days from date of receipt.

Please, contact our Customer Service by email to do a return. Indicate your order number in your email.

As soon as your return package arrives at our warehouse, you will receive an email to confirm that we have received your order. Your refund will generally be processed within 14 days of this date.

Refunds are processed to the same method and currency originally used for payment. Depending on the time of year (holiday delays or closures) and your banking institution, it may take longer to receive your refund.

Returns can only be created by original purchaser. We do not offer exchanges.

Generally speaking, we warrant our products for 12 months against manufacturing defects. We can’t warranty based on damage caused by misuse, inappropriate use or normal wear and tear, so please follow our care instructions.

In normal use we give a 12 month warranty on manufacturing defects on all our TOOU products. We solve production errors and help you if you have a legitimate complaint that your product does not last as long as you might expect.

TOOU Canada can choose to repair the product free of charge, send you a replacement item, provide you with a replacement part or refund the purchase price.

With normal use we mean:
* You use the products for which they are intended.
*You keep in mind that our products are sensitive to water, sunlight, sea and chlorine.
* You will not try to repair broken products yourself. Contact us or your TOOU dealer immediately.
* You should pay attention to sharp objects like nails, screws, scissors, animals claws and more, as well as animal bites.

If you purchased your TOOU product through a reseller, please contact that TOOU reseller and always provide them with your proof of purchase. They will be happy to help you.

We have the agreement with all our dealers that they handle service requests for the TOOU products they sell themselves. They will help you in the same way as we would do.

To be able to rely on this warranty you need to follow the specific care instructions on the tooucanada.com website.

The TOOU Canada warranty does not cover normal wear and tear, cuts or scratches, or damage caused by impacts, accidents or waterborne debris.

The TOOU warranty does not apply to products that have been stored, assembled or installed incorrectly, used inappropriately, abused, misused, altered, or cleaned with wrong cleaning methods or wrong cleaning products.

The TOOU warranty does not apply if the products have been used for public use, outdoors for indoor only products or in a corrosive environment.

The warranty does not cover consequential or incidental damages.

TOOU Canada will examine the product and decide, at its sole discretion, if it is covered under this warranty. If considered covered, TOOU Canada through its own service operations, will then, at its sole discretion, either will send the replacement parts or repair the defective product or replace it with the same or a comparable product. If it is covered by this warranty, TOOU Canada will pay the costs of repairs and spare parts that TOOU incur, provided that the product is accessible for repair without special expenditure.

This warranty is to the benefit of the original purchaser of the product. All warranties on products sold within Canada are not transferable beyond the original purchaser.

All warranty claims must be made at the place of purchase, or if purchased through tooucanada.com by sending an email to customer service. Proof of purchase (receipt with date of transaction) is essential for all warranty claims.