FAQs

Acart’s shipping terms are FOB destination prepaid and added to the invoice.

We ship to all Canadian provinces and territories. We do not ship to the United States. If you are ordering from outside of Canada, please contact us for a quote.

It depends on the product ordered; each product in our database shows its typical availability. Even though we have 1,000+ unique items in stock in our warehouse, we also drop-ship and/or consolidate items from various partner manufacturers. Our customer service team will provide the most accurate lead time upon formal confirmation of your order and collaborate with you on the most preferred shipping method

Acart offers you the option to use your facility’s freight account by selecting Bill My Freight/Courier Account. Our customer service team will retrieve the information at the point of order confirmation and fulfilment. Shipping terms are FOB Origin when using your own freight account. .

If your item weighs more than 100 lb. (sometimes 150 lb. depending on the product), Acart offers our LTL (Less Than Truckload) rate. This is when logistics providers transport your order on a truck with other shipments. If orders are several pallets/carts, a full truckload may be required. For LTL and truckload shipments, unloading is performed by the receiver. Additional services such as unloading (driver assist), appointment-deliveries, inside deployment and tail-gate trucks are extra.

Customers must inspect every delivery. If there are any visible signs of damage, you must sign the waybill for the product damaged and notify customer service as soon as possible; images of damage are encouraged. Acart will replace the damaged item at no additional charge or may offer a discount on the product if the customer opts out of waiting for a replacement.

If there is concealed damage, you must notify customer service upon discovery of damage with supporting images. Acart cannot necessarily provide a refund or exchange for concealed damage; claims are on a case-by-case basis with the carrier. Acart is not responsible for damage claims when items are shipped collect or by a third-party freight provider (e.g. Opti-Freight).

Most courier in-stock items can ship the same day for orders received by 12:00 p.m. EST.

Stock items can be picked up at no charge at our Mississauga location upon confirmation from our customer service team.

Courier Priority shipping option is available and an upcharge for weekend delivery may be available. Weekend delivery is not available for LTL or truckload shipments.

We offer pre-assembly of stock or consolidated product (not drop shipped) at our Ontario location. Depending on the location we ship either rolling or palletized. Assembly charges are added to the product and are based on product type.

We offer onsite assembly which is arranged with our local representative and their team. This is dependent on the client’s location and is subject to availability. For onsite assembly, we require access to a dedicated staging/assembly location and to waste and recycling bins for organized disposal of pallets and/or packaging materials. Assembly charges are added to the product and are based on product type. Assembly does not necessarily include product deployment/set-in-place.

At an additional charge, Acart personnel can deploy and put equipment in place. This is facilitated with projects where the carts/cabinets are required to be delivered to the final location. For cabinetry, this can include the installation/securing of cabinets. Acart will work with you on a full-scope solution based on your requirements. 

If your facility has an existing contract, our team will apply the contract pricing at the point of order confirmation. Your payment method will not be charged until the order is confirmed with contract pricing applied.

Please contact us and we will be happy to customize a bulk quote with discounted pricing.

Orders placed via this website are processed using credit card (Visa, Mastercard, American Express). We accept Purchase Orders from established accounts with existing with Terms of Net 30 (Canadian billing addresses only) and with an official facility-generated purchase order.

If you do not have an existing account with Acart please contact us to fill out a credit application. The first order usually needs to be placed via credit card until the credit application has been approved.

GST is applied to every order. Provincial tax is also applied based on the ship-to location.

All returns must be authorized by our customer service team either via email or by calling 1-800-551-0560.Products may be subject to a restocking fee of 10-25% and will incur freight charges for both delivery and return. Shipping can be arranged through Acart collect and we will deduct the amount from the material credit. Credits for returned goods are issued only after the goods are received in our warehouse in resalable condition. Damaged or used products cannot be returned. Products shipped in error will have freight charges credited. Custom-made/special order and COVID-19-related products are non-returnable

If you would like to exchange a product, please contact our customer service team

If a product is part of a large order or project, Acart may offer no-charge samples of equipment for trial/evaluation, subject to terms and conditions. Contact customer service.

Acart warrants to the original purchaser that its supplied product will be free from defects in workmanship or materials under normal use and service for one year according to the limitations set forth below. If you have a defective product, please call 1-800-551-0560 or email orders@acart.ca to receive a return authorization.

Defective products shall be repaired or replaced at Acart’s option at no cost to the original purchaser provided:

1. You receive an authorization number from Acart’s customer service department.
2. The product is returned, properly packaged, with a copy of the original sales receipt and the return authorization number.

Acart does not warranty any freight damage returned to the warehouse.

This warranty does not apply to products, which have been subject to abuse, misuse, accident, modification, alteration, tampering, negligence, lack of routine maintenance or misapplication; or products that have been repaired by other than Acart or its authorized representatives.

This warranty also does not apply to installation. For some products, Acart will pass on the original manufacturer’s warranty. This warranty does not apply to custom-fabricated products. Liability of Acart under this warranty is limited to the repair and/or replacement of any products. No representative has any authority to change or enlarge the above warranty or Acart’s liability. This supersedes all previous warranty provisions.