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🚚 Shipping & Delivery Policy 

We work hard to deliver your materials quickly, safely, and with clear communication at every step. Below you’ll find details about delivery timelines, regional restrictions, tracking, and what to expect on delivery day.

⏱️ Delivery Times
 

1. Next‑Day Delivery (Ottawa Area)
Available for all orders placed before 4:00 PM.

  • Orders under $250 → $50 delivery fee

  • Orders $250+ → FREE next‑day delivery

  • Applies to both standard items and pallet deliveries

  • Driver will call/text 2–3 hours before arrival
     

2. Standard Delivery (3–5 Business Days)
A lower‑cost option for customers who do not require next‑day service.

  • Delivery timeframe: 3–5 business days

  • Available for all standard items

  • Pallet deliveries remain Ottawa‑only
     

🏗️ Job Site & Residential Delivery Rules
To ensure a smooth delivery experience:
 

  • Driver Notification (Ottawa area): Our driver will call or text 2–3 hours before arrival with an estimated delivery window.

  • Commercial / Job Site Deliveries: A responsible person must be present to receive and sign for the order. We cannot leave materials unattended at commercial or construction sites.

  • Residential Deliveries (Houses): If no one is home, we can leave your order at the driveway, front door, or garage door.

  • No Inside Delivery: For safety and liability reasons, all deliveries are curbside/exterior only. Drivers cannot enter homes, buildings, basements, or interior rooms.
     

⚠️ Pallet & Heavy Item Delivery (Ottawa Only)
 

  • Palletized items (cement, mortar, glue, bulk materials) are only available for delivery within the Ottawa region.

  • Customers outside Ottawa will not be able to check out with pallet items in their cart.

  • Standard, non‑pallet items remain available Canada‑wide.
     

📦 Order & Tracking Information

1. Order Confirmation
After completing checkout, you’ll receive an order confirmation email. When your order moves into the packing or shipping stage, you’ll receive a second update with the latest status.

2. Tracking for Parcel Shipments (Canada‑Wide)
Once your parcel ships, we’ll email you a tracking number so you can follow its progress online.

3. Tracking for Local Pallet Deliveries (Ottawa Only)
When your pallet order is prepared and scheduled, you’ll receive an email with your assigned delivery date. If you need a specific delivery day, our team can usually accommodate this , just let us know in advance.
Delivery Access Requirements
To avoid delays or re‑delivery fees:
 

  • Ensure the driver has safe, unobstructed access to your property.

  • Provide a clear area for the truck to park.

  • Remove obstacles from walkways or drop‑off zones.

If the driver cannot safely complete the delivery, it may need to be rescheduled and additional fees may apply.

4. Verifying Your Order
Before the driver leaves:

  • Review the items delivered.

  • Confirm everything listed on the packing slip is present.

  • If something is missing, notify the driver and contact info@ertile.ca so we can resolve it quickly.



❓ Frequently Asked Questions

Where will my order be left if I live in a house?
Deliveries are curbside. Orders are typically placed in the driveway, at the garage door, or at the front entrance if accessible.

Where will my order be left if I live in a condo/apartment?
Deliveries are made to the closest accessible exterior point of the building. Drivers cannot bring items inside lobbies, elevators, or units.
Can I change my delivery date?
Yes — you can reschedule up to 24 hours before your delivery. Changes made within 24 hours may incur additional fees.
Can I choose my delivery window?
Delivery windows are assigned based on routing and logistics. We cannot offer custom time slots, but you will receive a 2–3 hour notice before arrival.
What if no one is home?
For residential addresses, the driver will leave the order in a safe exterior location. For commercial/job sites, a re‑delivery fee may apply if no one is present.
Do I need to help unload?
No — our delivery team handles unloading and placing the items in the designated exterior drop‑off area.







 

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