Shipping policy

1. Purpose and Application

This Shipping, Delivery & Pick-Up Policy is provided by 1001291541 ONTARIO LIMITED (o/a NORIOTA), referred to in this policy as “NORIOTA.”

This policy applies to orders placed through noriota.ca and to direct orders accepted by NORIOTA, unless a written quotation, order confirmation, or other agreement states different terms.

This policy should be read together with the applicable Returns and Exchanges Policy, Commercial Equipment Limited Warranty, Terms of Service, and any written quotation or order confirmation. If there is a conflict, the specific written terms accepted for the order will control.

The version of this policy in effect when an order is placed applies to that order. NORIOTA may revise this policy for future orders, but later revisions will not change the terms already accepted for an existing order.

2. Shipping Availability and Delivery Estimates

Unless otherwise stated, in-stock Products ship from NORIOTA’s warehouse in Bolton, Ontario.

Standard online shipping is available only where an eligible shipping option is displayed during checkout. Availability depends on the destination, total shipment weight, Product type, and whether the location is considered remote, northern, island, ferry-served, non-direct-service, or otherwise unsuitable for standard online shipping.

Transit estimates begin after the shipment has been collected by the carrier. They do not include NORIOTA’s order-processing time, weekends, statutory holidays, delivery-appointment delays, carrier transfers, or delays caused by circumstances outside NORIOTA’s reasonable control.

Orders with a combined shipping weight over 1,000 kg, and orders for which no shipping method appears during checkout, require separate review. Customers should contact NORIOTA before placing those orders.

Shopify shipping rates are based on the combined shipping weights recorded for the Products in the order. A displayed shipping charge is the standard rate applicable to the order under NORIOTA’s online shipping program. It is not a quotation for optional or non-standard delivery services.

3. Order Processing and Availability

In-stock orders are normally processed within 1 to 3 business days after payment authorization, order verification, and acceptance. Business days are Monday through Friday, excluding statutory holidays observed in Ontario and, where relevant, the destination province or territory.

An order confirmation acknowledges receipt of the order. It does not guarantee inventory availability, constitute final acceptance, or confirm a delivery date.

NORIOTA may decline or cancel an order before shipment because of unavailable inventory, a pricing or listing error, payment or verification concerns, an unsafe or undeliverable destination, an inaccurate shipping classification, or another reasonable operational issue. If NORIOTA cancels an unshipped order, any amount paid for the cancelled item will be refunded.

NORIOTA may split an order into more than one shipment where this helps complete delivery. If NORIOTA elects to split an order, the customer will not be charged additional standard shipping fees beyond the amount accepted at checkout or in the quotation, unless the customer requests a change or additional service.

Shipment and tracking notifications are provided when available. Carrier tracking information may take time to update after freight is collected or a shipping record is created.

4. Standard Freight Delivery

Unless a quotation or order confirmation states otherwise, standard freight delivery is commercial dock-to-dock delivery to a safely accessible address.

The carrier’s responsibility under standard freight service is generally limited to transporting the shipment to the delivery address and positioning the trailer at a safely accessible loading dock or unloading area. The driver is not responsible for moving the Product into a building or placing it in its final location.

Standard freight delivery does not include:

• Liftgate or tailgate service
• Inside delivery
• Threshold delivery
• Room-of-choice delivery
• Unpacking, uncrating, or removal of packaging
• Assembly or installation
• Connection to gas, electrical, water, drainage, ventilation, or other utilities
• Disconnection or removal of existing equipment
• Stair carry or elevator service
• Special handling or placement
• Disposal of pallets, crates, cartons, or packaging materials

The customer is responsible for ensuring that the delivery location can safely accommodate the carrier’s vehicle and that suitable receiving personnel and unloading equipment are available.

If the location does not have an accessible loading dock or forklift, the customer must contact NORIOTA before shipment to request liftgate service. Liftgate availability depends on the Product’s dimensions, weight, carrier equipment, and delivery location. Some large or unusually configured Products cannot safely be unloaded using a standard liftgate.

Requesting liftgate service does not include inside delivery. Unless inside delivery is separately confirmed in writing, the customer remains responsible for moving the Product from the unloading point into the premises.

5. Receiving Information and Special Services

The customer must provide complete and accurate receiving information, including:

• Complete delivery address, unit number, and postal code
• Business name and type of facility
• On-site contact name and reachable telephone number
• Receiving hours and closure periods
• Whether the address is commercial or residential
• Whether the location has an accessible loading dock or forklift
• Whether liftgate, inside delivery, appointment service, or another special service is required
• Any access restrictions, construction conditions, security procedures, height restrictions, or vehicle-size limits

The customer should contact NORIOTA before placing the order when a special service is required. Adding a note to an order does not confirm that the requested service is available or included.

Additional charges may apply for:

• Liftgate or tailgate service
• Inside, threshold, or room-of-choice delivery
• Residential delivery
• Limited-access locations
• Remote, northern, island, ferry-served, or non-direct-service locations
• Schools, hospitals, government facilities, correctional facilities, construction sites, farms, places of worship, trade-show sites, storage facilities, and other carrier-designated limited-access locations
• Delivery appointments or restricted receiving windows
• Redelivery, storage, waiting time, or attempted delivery
• Address correction or delivery-address changes
• Special equipment, handling, or vehicle requirements
• Customer-requested expedited or guaranteed service

If NORIOTA identifies a required non-standard charge before dispatch, NORIOTA will disclose the charge and request the customer’s approval. The customer may approve the charge or cancel the affected unshipped item for a full refund.

Charges incurred after dispatch because of inaccurate or incomplete information, a missed delivery appointment, refusal for reasons unrelated to shipping damage, an inaccessible site, an unprepared receiving area, or another customer-caused condition are the customer’s responsibility.

6. Delivery Appointments and Receipt

Freight carriers may contact the customer before delivery. A carrier notification call is not necessarily a scheduled delivery appointment unless the carrier expressly confirms an appointment window.

The customer is responsible for responding promptly and ensuring that an authorized adult and the required unloading resources are available during the delivery window.

A delivery appointment or delivery window is not a guaranteed exact arrival time. Delays may occur because of traffic, weather, earlier stops, carrier capacity, equipment issues, or other operating conditions.

The customer must not direct a carrier to leave freight unattended unless NORIOTA and the carrier approve the arrangement in writing. Unauthorized unattended delivery may prevent proper inspection and may limit the ability to document shortages or visible damage.

Changes to the delivery address, receiving hours, contact information, or service level after dispatch are not guaranteed and may result in additional charges and delays.

7. Free Standard Freight Delivery

Free standard freight delivery applies to qualifying orders shipped to eligible non-remote destinations in Ontario and Quebec when the free delivery option is displayed and selected during checkout, unless NORIOTA confirms otherwise in writing.

Free standard freight delivery covers only the standard commercial freight service described in this policy. It does not include liftgate, inside delivery, residential delivery, limited-access service, special handling, expedited service, or any other non-standard service.

Free standard freight delivery is not available to remote, northern, island, ferry-served, non-direct-service, or other excluded destinations. Those locations may not display a shipping option during online checkout.

A destination within Ontario or Quebec is not automatically eligible merely because it is located within the province. Eligibility depends on the postal code, carrier service availability, delivery conditions, and the shipping option displayed at checkout.

NORIOTA may modify or discontinue its free-delivery program for future orders. A future change will not retroactively add standard shipping charges to an order already accepted under the program.

8. Warehouse Pick-Up

Customers must wait for a “Ready for Pick-Up” notification before travelling to the warehouse. Pick-Up orders are normally ready within 1 to 3 business days, but preparation time may vary based on order size, payment verification, and warehouse activity.

The person collecting the order must bring:

• The order number or confirmation email
• The payment card used for the purchase, when requested for verification
• One piece of valid government-issued photo identification

If another person will collect the order, the purchaser must provide advance written authorization. NORIOTA may request identification from the purchaser and the authorized collector and may refuse release where authorization or identity cannot be reasonably verified.

The customer is responsible for arriving with a vehicle, trailer, restraints, protective materials, and loading plan suitable for the size and weight of the Product.

NORIOTA may refuse or postpone loading if the proposed method is unsafe or risks damaging the Product, vehicle, warehouse, or personnel.

The customer or authorized collector should inspect the order before leaving the warehouse and confirm that the correct quantity and Products have been received. Damage caused during or after customer-arranged loading or transportation is not a carrier shipping claim and is not covered by the Product warranty.

9. Inspection, Shortages, and Shipping Damage

The customer must inspect every shipment promptly. Shipping damage is separate from a Product warranty claim and must be reported under this section.

9.1 Freight Shipments

Before signing the delivery receipt or electronic proof of delivery, the recipient should:

• Count all cartons, pallets, crates, and loose pieces and compare them with the delivery documents
• Inspect the exterior packaging, pallet, crate, tilt indicators, and visible Product surfaces
• Photograph any damage, shortage, puncture, crushing, water exposure, broken banding, or disturbed packaging
• Refuse a visibly and materially damaged item when practical, or clearly describe the damage or shortage on the carrier’s delivery receipt before signing
• Keep a copy or photograph of the completed delivery receipt

General notations such as “subject to inspection” or “possible damage” may not adequately document a carrier claim. The notation should identify the specific damage or shortage observed.

Visible damage or shortage must be reported to NORIOTA within 1 business day after delivery. Concealed damage must be reported as soon as it is discovered, preferably within 2 business days after delivery. Prompt notice is critical because carrier claim periods are limited and delayed reporting may reduce the available recovery.

9.2 Courier and Parcel Shipments

For courier or parcel shipments, photograph the package before opening if it appears damaged. Report missing contents, visible damage, or concealed damage to NORIOTA as soon as possible, preferably within 2 business days after delivery.

9.3 Claim Handling Requirements

The customer must retain the Product, pallet, crate, carton, packing materials, labels, and delivery documents until NORIOTA confirms that they may be discarded.

The Product should not be installed, energized, connected, repaired, or returned unless NORIOTA provides instructions or authorization.

NORIOTA may request photographs, video, serial numbers, delivery documents, a carrier inspection, or other reasonable evidence. After reviewing the claim, NORIOTA will coordinate with the carrier and advise whether the resolution will involve repair, replacement, replacement parts, return, refund, or another appropriate remedy.

Failure to inspect, document, retain packaging, or report promptly may impair the ability to recover from the carrier and may delay or limit the available resolution. Nothing in this policy limits a right or remedy that cannot legally be waived.

10. Missing or Lost Shipments

If tracking shows an unusual delay, the estimated delivery period has passed, or a shipment is marked delivered but cannot be located, the customer should contact NORIOTA promptly. The customer should also check receiving areas, neighbouring units, building management, and anyone authorized to accept deliveries.

NORIOTA will work with the carrier to trace the shipment and may require a written statement, delivery-site information, or other supporting details. Replacement or refund decisions will be made after a reasonable carrier investigation, subject to applicable law and the circumstances of the order.

NORIOTA is not responsible for a failed delivery or misdelivery caused by an incorrect or incomplete address supplied by the customer. NORIOTA will make reasonable efforts to assist, but address-correction, recovery, redelivery, and replacement charges may be the customer’s responsibility.

11. Delays Outside NORIOTA’s Reasonable Control

NORIOTA is not responsible for delays caused by circumstances outside its reasonable control, including severe weather, natural disasters, road closures, carrier congestion, labour disruptions, equipment breakdowns, utility or communications failures, government action, public emergencies, or other transportation interruptions.

NORIOTA will make reasonable efforts to provide available information and assist with carrier follow-up. Unless required by applicable law or expressly agreed in writing, NORIOTA is not liable for indirect or consequential loss caused by a delivery delay, including installation cancellation charges, business interruption, loss of use, lost revenue, or lost profit.

To reduce avoidable cost and disruption, customers should not schedule installers, trades, staff, or removal of existing equipment until the order has been delivered, inspected, and confirmed complete and undamaged.

12. Customer Service and Applicable Rights

Questions, special-service requests, delivery concerns, and damage reports should be submitted promptly through the contact information shown on noriota.ca.

Please include, where applicable:

• Order number
• Product model
• Delivery address and postal code
• Tracking or bill of lading number
• Description of the request or issue
• Relevant photographs or documents

This policy is intended to operate to the maximum extent permitted by applicable law. Nothing in this policy excludes, restricts, or replaces a statutory right or remedy that cannot legally be excluded or restricted.

Effective date: August 1, 2026