Shipping policy

Last updated: July 27, 2026

At Ceramed, we are committed to providing you with a fast, efficient and transparent delivery experience. Please review the following information regarding our shipping policies.

Order Processing Time

Orders are generally processed within 2 to 3 business days. If a longer delay applies, you will be notified by email or SMS. Our warehouses process and ship on business days only (Monday to Friday).

Order Confirmation and Tracking

After placing your order, a confirmation email will be sent to you. This email contains essential information such as your order number and shipping tracking details. If you do not receive it, please check your junk mail folder.

Shipping Conditions

Orders requiring expedited delivery must be associated with a physical address (no P.O. boxes accepted). Some shipping methods are not available for all addresses. Shipping is currently available within Canada only.

Warehouse Pickup

All orders can be picked up free of charge at one of our pickup locations across Canada. Pickup instructions will be sent to you by email or SMS as soon as your order is ready.

The following conditions apply to warehouse pickup:

• The order must be paid in full before pickup.
• You must come during the warehouse's business hours with your Ceramed order number (format 1004-xxxx) and your reference number so the team can locate your order.
• A minimum of 24 hours is generally required after receiving confirmation before coming for pickup.

Your order may be prepared the same day if the inventory at the selected warehouse allows it. To benefit from this, contact our Ceramed PRO team at 1-877-678-8552.

Transfer of responsibility at pickup. As soon as the goods are handed over or loaded at the pickup point — whether at a Ceramed warehouse or at the warehouse of a supplier, manufacturer or third-party logistics provider (3PL) — the risk of loss, theft, breakage, leakage or deterioration passes to you, whether or not Ceramed is present on site.

Loading, securing and vehicle. Loading, securing, bracing and safe transport of the goods are the customer's responsibility. It is your responsibility to provide a suitable vehicle and to properly secure the load according to the nature of the product (fragile, liquid, large-format or heavy). Any loading assistance provided as a courtesy by warehouse staff is provided at your request and does not transfer any responsibility to Ceramed, except in the case of gross fault or bodily injury.

Pickup by an authorized person. Any person or carrier presenting the order number and reference number is deemed to act on your behalf. Handing the goods over to that person is equivalent to handing them over to the customer. Ceramed may require identification or written authorization and reserves the right to refuse the handover in case of reasonable doubt.

Inspection and Acceptance at Pickup

It is the responsibility of the customer, or the person acting on their behalf, to inspect the goods at the time of pickup and to note in writing on the pickup slip any visible damage, missing item or compromised packaging. Signing the slip without reservation creates a presumption that the goods were received in apparent good condition and in the correct quantity. This presumption does not deprive a consumer of their remedies for a defect or non-conformity that an ordinary examination would not have revealed.

Standard Delivery and "Drop Ship" Mode

For bulky or heavy items that cannot be shipped via standard courier services (e.g., Purolator, FedEx), delivery is made in "Drop Ship" mode under the following conditions:

• Delivery is made in front of the address indicated on the delivery slip, with no handling inside the residence or job site.
• The driver will determine the safest location to place the pallet(s).
• Once delivery is completed, the items are under the customer's sole responsibility.

Refusal of Delivery by Ceramed

Ceramed reserves the right to refuse delivery of certain products when, in its sole assessment, the risk of breakage during transport is deemed too high — particularly for large-format, heavy or especially fragile products such as ceramic — or when the actual transport costs exceed 20% of the value of the goods.

In such a case, the customer will be informed as soon as possible and may choose between:

• warehouse pickup at no additional cost;
• cancellation of the order with a full refund, including any delivery charges initially collected.

For more details on refund conditions, please see our Return and Refund Policy.

Regulated Products and Dangerous Goods

Ceramed is committed to handling and shipping regulated products safely and in compliance with applicable laws. The conditions below apply to all products classified as dangerous goods under Canadian regulations.

Regulatory compliance. Ceramed complies with the Government of Canada's Transportation of Dangerous Goods Act (TDG) as well as applicable provincial regulations. Any product subject to these regulations is identified on its product page by a visible warning.

Product categories concerned. The following categories may be subject to this policy:

• Adhesives and glues
• Silicones and sealants
• Chemical cleaners
• Solvents
• Epoxy and epoxy grout
• Primers
• Other regulated products

Authorized carrier. Certain regulated products can only be shipped by a carrier certified and authorized for the transport of dangerous goods. Ceramed reserves the right to select the appropriate carrier based on the nature of the product, the quantity ordered and the destination.

Delivery times. Delivery times indicated on our website are not guaranteed for products classified as dangerous goods. Additional delays may occur due to handling, documentation or specialized transport requirements.

Additional charges. Additional delivery charges may apply depending on:

• the nature and classification of the product;
• the quantity ordered;
• the delivery destination;
• the carrier's requirements.

These charges, if applicable, will be communicated before shipment is confirmed.

Pickup of a regulated product. The customer who picks up a regulated product assumes responsibility for safe transport in compliance with applicable regulations after handover, including proper orientation, containment and securing of the containers. Ceramed provides these products packaged and labeled in accordance with the regulations.

Questions before ordering. If you have questions about the delivery of a regulated product before placing your order, write to us at commande@ceramed.ca or call us at 450-281-1515, Monday to Friday, 8:00 a.m. to 5:00 p.m. (ET).

Free Delivery

Free delivery is offered to Ceramed PRO account holders on more than 200 brands for any order over $3,000 (before taxes) within Canada. This offer applies only to delivery addresses located within a 160 km radius of our participating warehouses or pickup locations. Participating locations are identified by the "- PS" marker that completes their name — for example Entrepôt - Chicoutimi, QC - PS. They are displayed at the time of ordering.

The provinces of Newfoundland and Labrador and Prince Edward Island, as well as the northern territories of Canada (Yukon, Northwest Territories and Nunavut), are excluded from the free delivery offer. Ceramed reserves the right to modify or withdraw this offer at any time, without notice or compensation.

Exceptions and Limitations

Certain addresses, even within eligible provinces, may be excluded if our partner carriers do not serve the area or impose additional fees (e.g., remote areas, limited access). In such cases, Ceramed reserves the right to cancel the order or propose an adjusted delivery rate.

The delivery charges displayed in the cart and at checkout are provided as estimates. Ceramed reserves the right to adjust the final transport charges after the order is validated, based on the exact delivery location, carrier availability and prevailing logistics conditions. Any adjustment will be communicated to the customer before shipment for approval.

Ceramed's Responsibility

Ceramed will make every effort to offer competitive solutions in the event of an exclusion, including a personalized estimate from its partner carriers. If an order is cancelled for failure to meet the free delivery criteria, a full refund will be issued promptly.

Ceramed cannot be held responsible for any delay caused by third-party carriers, suppliers or manufacturers, weather conditions, shortages or any other event beyond its control. Delivery times are estimates only.

When the customer arranges its own carrier, Ceramed disclaims all responsibility for any breakage, loss or delay. Any claim must be addressed directly to the appointed carrier.

Ceramed remains your point of contact. Even when the goods are picked up at a warehouse operated by a third party, the customer deals with Ceramed and its recourse remains with Ceramed; it does not have to deal directly with that third party. Subject to the transfer of responsibility at pickup, Ceramed may, at its discretion and as an accommodation, open a claim with the manufacturer, supplier or operator of the location when the damage or missing item was noted in writing at the time of pickup, or results from a product defect or an error attributable to that third party. Such a step constitutes a facilitation and not an acknowledgment of responsibility. Excluded is any damage occurring during transport or handling performed by the customer after handover.

Warranties. The above clauses do not limit the legal warranty nor, for a consumer, the warranties provided under the Consumer Protection Act.

Incomplete, Refused or Postponed Delivery

Any delivery not completed or refused by the customer will incur a fee of $200 per pallet. The initial delivery charges, even if they were offered free of charge, will be re-invoiced for any redelivery. Please also see our Return and Refund Policy for the associated cancellation conditions.

Change of delivery date:

• Any change request must be made at least 72 business hours before the scheduled delivery date (excluding holidays) to be processed free of charge.
• Any request made less than 72 business hours in advance will automatically incur a fixed fee of $100, covering the costs related to logistical adjustments.
• No guarantee can be given as to the availability of a new delivery date in the event of a late change.

Concealed Damage

Any damage not visible at the time of pickup must be reported in writing, with supporting photos, within a reasonable time following taking possession. It is then the customer's responsibility to demonstrate that the damage existed before handover and does not result from the transport or handling performed by the customer.

Cancellation Clause for Non-Response or Non-Payment

If the customer does not respond to schedule a new delivery date or to settle the associated fees within 7 business days, the order will be automatically cancelled. A cancellation in this context results in:

• a fee of 25% of the total order amount;
• the applicable $200 per pallet penalty.

Special Provisions for Ceramed PRO Accounts

The following conditions apply in addition to holders of a Ceramed PRO account, who acknowledge that they are making their purchases for commercial or professional purposes and not as consumers.

• Firm inspection and acceptance. Any visible damage or discrepancy in quantity must be noted at pickup and reported in writing within 5 business days. Failing this, the goods are deemed accepted in apparent good condition and in the correct quantity.
• Authorized persons. The account holder is responsible for any person or employee it authorizes to pick up on its behalf.
• Returns (RMA). No return is accepted without prior authorization (RMA number issued by Ceramed).
• Limitation of liability. To the extent permitted by law, Ceramed's total liability is limited to the price paid for the product concerned, excluding any indirect or consequential damages or loss of profit. This limitation does not apply to gross or intentional fault or to bodily injury.
• Transport of dangerous goods for commercial purposes. An account holder who transports regulated products themselves assumes the enhanced obligations of the Transportation of Dangerous Goods Regulations and maintains appropriate insurance.

For any questions regarding our shipping policies, contact us at commande@ceramed.ca or at 450-281-1515 during our business hours.