Shipping Returns Repairs

“In Stock” items usually ship within three business days of receiving the order, and “Special Order” items (product that is not in stock and is specially ordered for customer), are based on information provided by manufacturer or supplier.

All lead times are noted in the product descriptions. “Special Order” lead times are estimates only, and are subject to change without notice.

Thomas FX will not be held liable for any loss, damage, cost or expense related to any delay in shipment or delivery.

Delivery dates cannot be guaranteed. If you must receive your order by a specific date, please contact us in advance to see if special arrangements can be made.

As the products we sell are “In Stock”, “Back Order”, or “Special Order”. The items in your order may ship and be delivered separately. All "In Stock" items will be shipped together.

Your “Ship To Address" can be different than your “Billing Address", but if you are purchasing multiple items and require multiple shipping addresses you must make individual purchases for each shipping address.

We do not ship to PO Boxes under any circumstances.

All orders require a signature upon delivery as proof of receipt.

Customers must be available to accept their shipment at time of delivery. If a shipment becomes undeliverable, and any extra expenses are incurred and/or shipment is returned to sender, the customer will be held responsible for any such extra costs associated with the undeliverable shipment as well as all costs to re-ship the order.

SHIPPING METHODS

Most items ship via UPS Standard, FEDEX Standard, or Canada Post Standard, unless otherwise specified. You may select the method and level of delivery service during the checkout process.

Some products may not be shippable via the usual methods mentioned above, and may require an alternative method. These products may include larger heavier items, which will usually ship via a "Freight" company.

All shipping methods are “To Door” or “Curbside Delivery” level of service. Please do not expect “In-Home” delivery service.

Customers must be available to accept their shipment at time of delivery. If a shipment becomes undeliverable, and any extra expenses are incurred and/or shipment is returned to sender, the customer will be held responsible for any such extra costs associated with the undeliverable shipment as well as all costs to re-ship the order.

If an alternate method, or level, of shipping (e.g. Expedited or Express) is required please contact us, or mention it in the "Comments" box during checkout, and we will contact you with shipping rates. If you require an order to be shipped partially, please contact us (links to: CONTACT page) in advance and we will advise you of the shipping costs.

LOCAL PICKUP

We do offer local pickup of orders from our North Vancouver warehouse. If you would like to arrange pickup of your order, please contact us in advance of purchase, or request “local pickup” in the “Comments” box during the checkout process. You will be contacted when your order is ready for pick up, and a day/time will be arranged at your convenience.

FINAL SALE

Unless specific arrangements are made in advance of placing your order, all sales are final. We do not accept returns or allow exchanges. If there are some special conditions that affect your purchase contact us before the order is placed. Once an order has been processed it is deemed to be a final sale.

ASSEMBLY/INSTALLATION & UNPACKING/PACKING MATERIALS

Some items may require assembly and/or installation. Assembly and/or installation are not included in the price of the product or any shipping charges, unless otherwise specified. Any assembly and/or installation are the responsibility of the customer. Customers are also responsible for the unpacking, and removal of packaging and/or other materials, related to their shipment, unless otherwise specified.

WARRANTIES & EQUIPMENT REPAIRS

Thomas FX assumes no risk or liability for direct or indirect damage resulting from the misuse, or improper use, by customers of the equipment that we sell.

Thomas FX honors all manufacturers' warranties on the "New" equipment that we sell. Failure to use recommended or approved Thomas FX production supplies appropriate to the equipment we have sold voids all warranties. 

Opening, disassembling or otherwise tampering with equipment we have sold voids all warranties. 

There are no warranties on "Used" equipment. All used equipment is sold on an "as is" basis.

We will repair all equipment purchased from us on the following terms: All shipping costs, including duty and brokerage, must be paid by the customer ... Before agreeing to accept a repair a deposit sufficient to cover shop time, replacement parts, materials, return shipping, customs, and brokerage costs, must be paid in advance to Thomas FX. ... A minimum of two hours of shop labor will be charged to diagnose any problems or required repairs. ... Once a problem has been diagnosed an estimate of repair charges will be prepared and submitted to the customer. ... Payment in full must be received before any repair work commences. ... Since Thomas FX has no control over the operations of its manufacturers or parts suppliers, we make no representations about the length of time that will be required before we are in a position to return repaired equipment to its owner once parts have been ordered. ... However, we will use our best efforts to effect repairs as quickly as possible. ... There is no warranty on parts used to repair damaged equipment. 

TAXES & DUTIES

Orders shipped to addresses within the province of British Columbia are subject to PST (Provincial Sales Tax) and GST (Goods & Services Tax), or HST (Harmonized Sales Tax). Orders shipped to addresses outside of British Columbia, but within Canada are subject to GST, or may be subject to HST (Harmonized Sales tax).

Orders shipped to an address outside of Canada are not subject to any sales taxes, but may be subject to applicable import duties, taxes and/or brokerage fees. Any such import duties, taxes and/or brokerage fees are solely the responsibility of the purchaser and are not included in the price of the product or any shipping charges.

INTERNATIONAL ORDERS (outside of Canada/USA)

We offer online sales to International customers. Customers not located in Canada or the USA should contact us regarding shipping rates and options.

For more information on importing goods into your country please contact the appropriate agency, broker, or freight forwarding service in your area. If you want us to handle international shipping including: import duties, brokerage fees, or customs duties please contact us.

SHIPMENT TRACKING

Whenever possible, we will provide you with information necessary to track your shipment once it has been shipped. This may include a link to the shipping company’s website and/or their contact information, as well as a tracking and/or reference number of your shipment. You may also login into your account to find information regarding your order. Information provided from these sources is the most up-to-date information available, and is the same information that is available to us. Therefore, tracking the package yourself is usually quicker, and more convenient for you, than calling us first.

DAMAGE & LOSS

All products are carefully inspected for damages during the packing process. Then, before your shipment is completed a second person double checks the order. When your order leaves our warehouse, there are no visible damages. If the product is damaged when it arrives at your destination, it has been damaged during transport.

Although we make every effort to ensure your purchase arrives to you safely, damage and loss can still sometimes occur. If you receive a damaged shipment, or believe you are missing something, please contact us immediately. You are also required to retain all packaging related to the damaged items for possible inspection and return shipping. Please take digital photos of the damaged items, and packaging. This is mandatory when processing a damage claim with the delivery company. No damage claims will be processed without digital photographic images of the damages being claimed.

Damage must be reported to Thomas FX within 24 hours following receipt. Damage claims reported after 24 hours of receipt of shipment will not be accepted.

We recommend inspecting your shipment immediately upon receipt to ensure there is no damage. If inspection is not possible upon receipt, but you suspect damage or there is damage to the package (i.e. crushed, torn, creased or opened) please make sure that a note of "received damaged" or “possible damage” is recorded when signing for your shipment. This is also important, and helpful, when processing a damage claim.

We will always strive to make your shopping experience with us as pleasurable and positive as possible. If there are any problems with your order, from the ordering process to the delivery, we will do what we can to make things right as quickly and smoothly as possible.

SUSTAINABILITY

Thomas FX recycles shipping materials in an effort to minimize waste produced by the company. Please recycle the packaging that you receive from us whenever possible.