Delivery
At RB Castle, we strive to provide convenient delivery options at a fair and affordable price. After placing your order in store, we offer same- or next-day delivery for items that are too large or heavy to take with you.
While same- or next-day delivery is often available, we strongly recommend allowing a few days’ notice for larger orders to help ensure we can accommodate delivery, especially during busy seasons. This is especially important for larger orders such as drywall, flooring, or multiple palletized items.
Delivery availability and cost may also be affected by factors such as site access and seasonal conditions. To help ensure a smooth delivery experience, please communicate any delivery concerns or site-specific situations at the time of ordering so our team can plan accordingly.
Please note: While we make every reasonable effort to place materials as close as possible to where they will be used, extra services such as flatbed trucks, special equipment, or direct off-loading may incur additional charges.
Preparing for Delivery
To help prevent delays or complications, please ensure your site is ready at the time of delivery.
Delivery challenges can occasionally arise due to site access or safety conditions, particularly in rural locations. Common issues include:
- Driveways not plowed or salted during winter months
- Blocked access due to parked vehicles, equipment, or gates
- Unclear or unsafe drop locations
- No one available on site when direction is required
Delivery trucks are large and heavy, and drivers are limited in where they can safely go. If access is unsafe, drivers may need to leave materials at the nearest safe location, reschedule delivery, or request additional equipment or assistance, which may result in additional costs.
Refunds & Returns
In-Store Purchases
Returns of regularly stocked items are accepted within 30 days of the original purchase, subject to the following conditions:
- Items must be accompanied by the original receipt
- Items must be returned unused, in original packaging, and in good condition
- Lumber and panel products must not be cut, weathered, or show signs of use
Special order items are not eligible for return. Items marked final sale or sold more than 30 days prior are not eligible for return.
In certain situations where a return is approved outside of these conditions, a minimum 15% restocking fee may apply. Please note that these exceptions are rare.
Large-quantity returns may take up to five business days to process due to verification procedures.
If an item eligible for refund was purchased by cheque, the refund will be subject to a 21-day waiting period from the date of purchase, after which a company cheque will be issued.
In-Store Special Orders
Special Order Policy
We will gladly special order items that are not regularly stocked, subject to the following policies:
- All special orders are subject to a minimum 25% deposit at the time of order
- Special orders must be paid in full once they arrive in store, before delivery can be scheduled
- Special order items and deposits are non-refundable
- Special order items cannot be returned or exchanged, as they are not stocked inventory
- Special orders cannot be cancelled once placed with suppliers
While we work closely with our suppliers to provide accurate lead-time estimates, production timelines may be affected by factors outside of our control.
Customers are responsible for confirming product selection and reviewing order details carefully before the order is placed, as special orders cannot be changed once submitted. All special orders should be picked up or delivery arranged in a timely manner once items arrive in store, and goods should be inspected upon receipt.
Customers will be asked to sign a form acknowledging these policies and confirming that the order has been reviewed for accuracy prior to placement.
