Shipping policy

Our heaters and accessories are shipped by common carriers to most business and residential addresses or to the nearest freight terminal within Canada. Standard shipping methods are commercial, residential, and limited access delivery and include the use of liftgate if applicable and permitted by the carrier. NO INSIDE DELIVERY. Any additional charges resulting from the delivery of product with a service not pre-authorized by Calcana will result in an additional charge to the customer.

Our heaters require a forklift to unload the pallet/shipping crate, or at least two able bodied people at the delivery location. Receivers must be adequately equipped to remove the strapping and/or crating materials and unload the heaters one at a time.

Provide a daytime phone number so the shipping company may arrange for a delivery time. If you miss the agreed upon delivery time, the freight company will charge a redelivery fee, which may include storage fees charged per day and will be invoiced to the company or person who purchased from Calcana. Delivery is provided during standard business hours Monday to Friday.

The receiving address cannot be changed once the freight is in transit, so please ensure that the correct information is provided on your order confirmation or contact the factory immediately if you need to update it.

Parcel shipments are sent via Loomis or UPS ground service, and a tracking number will be emailed to you. Lost or stolen parcels after delivery has been completed are your responsibility, so it is important to track your package and ensure you receive it. Parcels that are not delivered will be returned to Calcana. Shipping charges will not be refunded, and restocking fees may apply.

Patio Heater Freight Damage and Missing Items:

The packaging of our patio heaters and accessories minimize damage during shipment. In the unlikely event of damage to your shipment or missing items, please follow the below steps to maximize carrier acceptance of a claim:

  • Be present when your order is delivered. Use two people to handle heaters.
  • Inspect the exterior of the package(s) for damage and take photos of the received condition of your crate.
  • Refuse the shipment if there is excessive damage on the packages’ exterior or crate.
  • Contact us immediately with your order number and the name of the freight company.
  • Even if there appears to be minimal damage to the packaging or crating do not sign the bill of lading without clearly noting the damage or missing items.
  • If you provide a clear receipt of goods without additional notation as described, the claim may be denied and leave you being responsible for replacement or repair costs.
  • Open the packages the day it is delivered and inspect the product for concealed damage. This can be done after the carrier leaves.
  • All claims for missing items or damages, concealed or otherwise, must be reported within 5 days of shipment receipt to the carrier. No exceptions.
  • Take detailed photos of any damage to the crating, packaging and/or heaters for backup to the claim.
  • Keep all packaging and crating for possible inspection by the carrier. If the carrier chooses to complete an inspection and the related packaging is unavailable, the claim can be denied.

If you have freight damage or missing items, we will work with you to correct the situation.