SHIPPING POLICY

Thoughtfully delivered. Professionally handled.

At Pilaray, we understand that our equipment requires more than standard shipping. Every order is handled with care to ensure safe, efficient, and reliable delivery.

Shipping Coverage

We currently ship across Canada.

For remote areas, islands, or locations with limited access, additional shipping charges or delivery limitations may apply.

For international orders, please contact us before placing an order.

Order Processing

Orders are typically processed within 2–5 business days.

Processing time may vary depending on product availability, order volume, and customization requirements.

Shipping Methods

Depending on the product size and weight, orders may be shipped via:

• Standard parcel carriers

• Freight (LTL) carriers for oversized equipment

• Scheduled delivery for large studio equipment

Large items such as reformers and cadillac beds are shipped via freight service.

Delivery Experience

Most large equipment deliveries are curbside only, unless otherwise arranged.

Customers are responsible for:

• Ensuring the delivery address is accurate

• Providing a safe and accessible delivery location

• Being available to receive and sign for the shipment (if required)

• Arranging assistance for moving equipment indoors

Additional services such as inside delivery, installation, or white-glove service are not included unless specifically purchased.

Freight & Oversized Shipments

For oversized items:

• Delivery appointments may be required

• Missed appointments may result in additional fees

• Re-delivery, storage, or handling charges may apply

• Liftgate service may be required depending on the location

Please ensure your location can accommodate large deliveries (including doorways, elevators, and access points).

Shipping Fees

Shipping costs are calculated at checkout or quoted separately depending on the product and destination.

Additional charges may apply for:

• Remote or rural areas

• Oversized shipments

• Address changes after dispatch

• Missed delivery appointments

Delivery Time

Estimated delivery times are provided for reference only and are not guaranteed.

Delays may occur due to:

• Carrier scheduling

• Weather conditions

• Customs or logistics issues

• High demand periods

Inspection Upon Delivery

Customers must inspect the shipment upon delivery.

If any damage is observed:

• Take clear photos immediately

• Note the issue with the carrier (if possible)

• Keep all original packaging

• Contact us within 24 hours of delivery

Failure to report damage within this timeframe may affect claim eligibility.

Failed Delivery / Incorrect Address

If a shipment cannot be delivered due to incorrect address information, missed appointments, or refusal:

• Additional shipping and handling fees may apply

• Return shipping costs may be charged to the customer

Split Shipments

Orders may be shipped in multiple packages depending on product availability and logistics.

Our Commitment

From warehouse to destination, every Pilaray shipment is managed with attention to detail — ensuring your equipment arrives ready to perform.