Shipping Policy

Marquis Gardens Limited ("we" and "us") is the operator of (https://infinitycollectabless.shop) ("Website"). By placing an order through this Website the customer ("you") will be agreeing to the terms below.

These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

 

1. General

Subject to stock availability. If the item is not currently in stock, oversold, or only available as a special order we will not be able to fulfill all your items at the time of purchase. If you would like to know the availability of any particular item, please do not hesitate to email us at [email protected]

 

2. Shipping Costs

2.1. Free Shipping for orders over $100 USD

The majority of the items offered on our website are subject to our free shipping policy. Free shipping is applicable to all of the orders over $100 USD destined for Canada or the Continental United States, except the oversized items.

Free shipping does not imply zero cost associated with shipping, rather a promotional offer to cover shipping expenses at no cost to the customer. 

Free shipping promotional offer only covers shipping cost in an amount no larger than 10% of the order subtotal (promotional amount). In case, when the actual shipping cost is over the promotional amount, we reserve the right to send you a shipping quote for the difference in cost, at which point you can either accept it and process the payment, or cancel your order entirely.

2.2. Shipping for orders under $100 USD

Orders under the $100 USD threshold are subject to the flat shipping fee. The flat fee can differ by geographical location.

2.3. Oversized Items

The oversized status of the item is assigned by us to our sole discretion. The oversized status is assigned in the following situations:

• too large or too heavy to be tendered to the parcel shipping company
• fragile and/or requires special shipping considerations (most of the concrete, natural stone, or fiberglass items)
• large or heavy low margin items (EDPM liner, tubing, aggregates, etc.)

Oversized items are exempt from the Free shipping policy (Sections 2.1-2.2).

Shipping costs for the oversized items are calculated during checkout based on the weight, dimensions, and destination of the items in the order. Payment for shipping will be collected with the purchase.

In certain situations, shipping cannot be calculated automatically at the checkout. In such a case, you will see a shipping option titled "Sales representative will contact you with a shipping quote" with a $0 value assigned. Choosing this option allows you to proceed with the order, while we are calculating shipping costs manually. Shortly after such order is placed, we will send you a shipping quote, at which point you can either accept it and process the payment, or cancel your order entirely.

Shipping costs are subject to change without prior notice.

2.4. Expedited Shipping

Expedited shipping is offered for some products and is normally offered automatically at the checkout. If the expedited shipping was not offered during the checkout, please feel free to contact customer service at [email protected] to receive a manual quote for expedited shipping if available.

Expedited shipping costs and transit time estimates are quoted directly from third-party shipping providers. Transit times are estimated by third parties for your reference and convenience are not guaranteed or enforceable.

We do not accept any liability for late shipments as per Terms and Conditions, Section 13.

2.5. Additional Services

If you need any additional shipping services, including, but not limited to tailgate on delivery, delivery appointment, specific day/time delivery, narrow access (smaller delivery vehicle required), inside delivery please contact customer service at [email protected] to receive a manual quote.

2.6. Surcharges 

From time to time, carriers can apply surcharges (fuel surcharge, island delivery, ferry fees, restricted access, force majeure) to the shipping order.  We reserve the right to pass those charges to the customer if applicable.

2.7. Out of Service Area Deliveries

We reserve the right to requote the shipping costs for any delivery which is out of the normal area of service. This can include but is not limited to deliveries to an island, delivery that requires a ferry or overseas transit, deliveries to Hawaii or Alaska, deliveries to any of the Canadian Northern Territories, rural deliveries (with no consistent shipment routes).

 

3. Delivery Types

3.1. Parcel Shipping

Most of the items under 150 lbs. (fragile items under 70 lbs.) will be shipped by a parcel delivery company (UPS, FedEx, Purolator, Canpar, Loomis, DHL, and others).

3.2. LTL Shipping (Curb-Side Delivery)

All other items will be securely packed on the wooden pallet (when possible) and shipped by the common carrier using Less Than Truckload (LTL) freight service.

Freight carriers will deliver your order to the address you have entered during the checkout and place it where safe, usually on the driveway or by the curb. This type of delivery is otherwise known as Curb-Side Delivery.

Unfortunately, with our LTL option, we DO NOT offer delivery to a particular stop on your property, inside delivery, unpacking, or any other placement or installation.

3.3. White-Glove Delivery and Installation

We offer White-Glove Delivery and Installation for some of our products in the Greater Toronto Area (GTA), and on occasion to some more remote locations in Southern Ontario.

These services cannot be calculated automatically at the checkout. If you are looking to get your items installed or placed, please contact customer service at [email protected] for a manual quote.

3.4. Pick Up

We offer to pick up at our locations in the Toronto Area for any of our products.

As we operate from a few separate locations, depending on the item you have ordered, specific pick-up locations and business hours may differ.

Please look for the "Ready for Pick-Up" confirmation email with detailed instructions on how, when, and where you can pick up your order. If you have any questions or are not sure where the product can be picked up, please contact customer service at [email protected] for clarification.

4. Delivery Terms

4.1. Transit Time

4.1.1. North America

Depending on your location transit times for parcels shipped in Continental North America are usually within 1-7 business days.

LTL shipments on average can take longer and are normally delivered in 2-9 business days.

4.1.2. International

International transit times are not guaranteed and can span from 4 to 22 business days.

4.1.3. Container Shipments (FCL and LCL)

Depending on the destination, container shipments can take from 2 to 8 weeks to arrive.

4.1.4. Expedited Shipping

Expedited transit time is relayed directly from third-party shipping providers. Expedited transit times are an estimation provided for your reference and convenience, and are not guaranteed or enforceable.

We do not accept any liability for late shipments as per Terms and Conditions, Section 13.

4.1.5. Delivery estimate excided

If the order did not arrive by the time estimated, please contact customer service at [email protected] for an update on the shipping status and the estimated time of arrival.

On rare occasion, the shipment can be lost in transit. If the carrier cannot locate the shipment within their investigation window (usually 10 to 15 business days), the shipment can be declared lost and we can proceed with the replacement and/or refund. To learn more about the replacements and refunds please refer to our Refund Policy.

4.2. Change of Address

Upon written request (including email from the email address listed in the order) we can change the delivery address at any point until the order has been dispatched.

If the address change influences the shipping cost, we reserve the right to apply the cost difference (and receive payment for) before the order can be re-dispatched.

4.2.1. Change of Address, after the order has been dispatched

If the address needs to be changed after the order has been dispatched, please send the request to [email protected] immediately. We will do our best to accommodate your request, but unfortunately, it might not always be possible.

If the request cannot be accommodated, we will offer resolution options to you, which might include any of the following:

• Requesting shipment hold by the carrier
• Return to the sender
• Refusing the shipment at the incorrect address
• Returning the shipment after it has been received
• Reshipping the order from the original delivery address to a new one
• Placing a new order with the correct address

Any additional costs resulting from any of the above, including the original shipping cost (in case the order needs to be reshipped), are the responsibility of the customer. These amounts will be deducted from the refund or applied to the new order, as applicable.

4.3. P.O. Boxes

We cannot ship to P.O. box addresses. In the majority of situations, we will be able to offer courier services to specific addresses even in remote or rural areas.

If the P.O. Box address has been entered during the checkout we will contact you to request the physical delivery address.

4.4. Out of Stock Items

If an item is out of stock, we will wait for the item to be available before dispatching your order.

Due to the size and complexity of our catalog, we do not offer stock level or lead time information on our website.

Availability lead time can vary drastically from item to item. There are situations when the item might not be available for a few months. Please do not hesitate to contact customer service at [email protected] for an up-to-date lead-time estimation or current stock levels for any particular item.

4.5. Partial Orders | Split Shipping | Back Orders

Normally we will wait for your order to be complete before we can dispatch it. If part of your order might not be available for a significant time, on occasion, we can offer to ship the order in parts.

If there are additional shipping costs associated with split shipping, we will send you a quote for the difference, at which point you can make the decision to either proceed with the split order or wait for the full order. 

4.6. Special Orders

Any items which are manufactured for your order or not regularly stocked are considered Special Order. For example, all of the Campania products are manufactured to order. Depending on the specific product, manufacturer, and time of the year lead time can vary drastically from a couple of weeks to a couple of months.

To get an accurate lead time estimate for any particular item, please contact customer service at sales@marquisgardens.ca

For better clarity, the lead is it time we need to source the item before it can be shipped to you. The total time it will take your order to arrive at your doorstep is comprised of lead time plus transit time.

4.7. Tracking Information

Our system will automatically send you an email notification (to the email you have provided during the checkout) with all and any information available at the time of booking.

If your order is being shipped by Parcel, the notification email will include an automated tracking link for your convenience.

Unfortunately, not all LTL carriers have automated online tracking abilities, therefore, if your order is being delivered via LTL and the automated online tracking is unavailable, we will send you the carrier's name and your shipping reference number (BOL, or PRO, or Ref). 

Please be advised, the automated online tracking is sometimes inactive until the cargo reaches the first hub point. Therefore, the tracking information can sometimes become active in 1-2 full business days after it has been booked.

4.8. Weekend Service

Our shipping partners offer neither pick-up nor deliveries on weekends or any statutory holidays (can be different depending on the destination country).

5. Duties & Taxes

5.1. Sales Tax

Sales tax is calculated automatically at the checkout. Sales tax can range from 5% to 15% depending on the province (within Canada) your order will be shipped to.

If the order is being shipped out of Canada, it would be considered an export, and therefore, we will not be charging you sales tax.

5.2. Duties

Depending on the destination country, items being shipped, the value of the order, and country of origin of the items, you might be liable for duties, excess tax, and even in extreme cases subject to quota and/or import ban.

We strongly suggest consulting your country's customs and border agency, or a customs broker before making the decision to purchase any of our products for import.

For our United States customers, we can offer customs clearance and delivery duty paid for an additional fee. For more information please contact customer service at sales@aquascapecanada.ca

Duties are not applicable for customers with a shipping address in Canada.

 

6. Damage in Transit

6.1. Damage Report Timeframes

We require any damages to be reported within 2 business days of the order arrival. Damages reported after this period will be accepted, but cannot be guaranteed. We will do our best to accommodate any late reports, but the later you notify us of damages, the fewer chances we have to recover the cost from the shipper.

Damage reports for orders that arrived over 30 calendar days will not be accepted.

6.2. Damage Report Submission

In order to claim damages on your order, please send the following information to customer service at [email protected]:

• Your order number
• Your full name
• Your contact information
• The address the order has arrived to
• At least three photos of the damages.
• photos of the packaging, how the order has arrived
• overall photo of damaged items
• close up photos of the damage

6.3. Resolutions

6.3.1. Partial Credit/Refund

If the damages are insignificant and the product is safe to use, we can offer you a partial credit/refund for your inconvenience.

6.3.2. Re-Staining

Some concrete items can get scuffed or have other insignificant surface damages. It is regrettable, but not uncommon for this type of product. Similar damages can easily be fixed by applying a re-staining kit.

If this has occurred, we will send you a re-staining kit free of charge.

6.3.3. Replacement

If the damage is significant, we will send you the replacement free of charge. We will do our best to expedite the replacement process, but most often than not, the lead time for the replacement would be similar to the original order lead time.

6.3.4. Cancellation after damage

In most cases, we cannot offer cancellation after the products have been shipped. Therefore, if the item has been damaged beyond repair or lost during the shipping, we can only offer a replacement as the resolution.

6.3.5. Product Return

If the damaged items are salvageable, we will send you a return shipping label to collect the damaged items. Otherwise, you can dispose of the damaged items as you see fit.

 

7. Cancellation

7.1. Cancellation before dispatched

You can cancel your order at any time for a full refund until it has been dispatched. Normally, you will receive an email notification of your order being dispatched for shipping (please check your SPAM and/or Junk folders, as the automatic notification can often get there).

7.2. Cancellation for orders in transit

If you wish to cancel the order which has been shipped, please contact customer support at [email protected] immediately. We will do our best to stop the shipment before it reaches you, but it is not always possible, especially if the shipment has crossed the border.

Additionally, you can refuse the shipment at the delivery, in order to return it to the sender.

Please be advised, if you wish to cancel your order after it has been dispatched, you are liable for the following (whichever is applicable);

• original shipping cost, even if the free shipping was offered (see Section 2.1 for more information)
• original customs clearance costs
• return to sender fees
• return shipping surcharges
• return customs clearance costs

Applicable costs will be deducted from your refund.

7.3. Cancellation after order delivered | Returns

If you wish to return your order in full or in part after it has been delivered, please notify customer support at [email protected] within 14 calendar days from the order delivery date.

We can only accept returns of items that were never used or assembled, in the original box and re-sellable condition.

Please be advised, if you wish to return your order after you have received it, you are liable for both original and return shipping-related costs.

If you wish to proceed, we will send you a return shipping label and instructions.

After the returned items have been received and inspected by our team we will issue a refund for the received items, minus original shipping cost, return shipping cost, customs clearance, and duties (if applicable).

We reserve the right to apply a restocking fee, if the items returned are not in acceptable condition. We further reserve the right to deny the return, if the item has been used or otherwise compromised.

7.4. Items NOT eligible for return

7.4.1. Cut-to-size and customized items

If we cut the item to the size or otherwise customize for your order, we, unfortunately, cannot offer a return/cancellation/refund for such items. These items include, but are not limited to EPDM liner, underlayment, pipe, tubing, wire, aggregates, custom cut sheer descents, items with custom finish or color.

7.4.2. Used or compromised electrical pond equipment

Due to the safety concerns, we cannot resell, and therefore cannot accept the return of any electrical pond equipment which has been used in the water, or is otherwise compromised (for example, retrofitted or cut cord).

7.4.3. Special Orders

As Special orders are procured or manufactured specifically for your order, we can neither cancel nor return these items after they have been procured or manufactured.

Special orders include, but are not limited to planters, ornaments, statues, and fountains (for example all of the Campania, Universal, Veradek, and Gardenstone Products), non-stock items (for example fire features), not listed items (items we do not normally offer on our website or in-store).

For greater certainty, All of the Campania items are considered special order. You can cancel any Campania item and receive a full refund before the item ordered has been manufactured by Campania. After the item has been manufactured and is waiting to get shipped, we no longer can offer cancellation, exchange, modification, or return of such item.

To inquire about the current status of the special item you have ordered, and its eligibility to be canceled, please contact customer service at [email protected]

  

8. Customer service

If you have questions about our policies, please do not hesitate to contact customer service at [email protected] or at 1-866-559-9647