For Frequently Asked Questions CLICK HERE
SHIPPING
We are currently processing orders within 1-4 business days for in-stock items. Once shipped, tracking information will be provided by email. There is a possibility that your item is currently unavailable without an estimated time of arrival. If there is an issue with your order a member from our customer service team will email or call you within 2-5 business days after your order has been placed.
We appreciate your patience, understanding, and business. Please do not hesitate to reach out if we can be of assistance.
Sincerely, Team Atlas
Free Shipping Conditions
Orders exceeding $149.00 within Canada (before taxes) ship for free*. All other orders are charged according to courier shipping quotes provided. You will be contacted by a member of our team in the event that your order should incur extra shipping charges.
*Oversized, overweight (greater than 40lbs) or beyond destination shipments may incur additional shipping charges. Items below 150 lbs will ship via courier. Orders exceeding 150 lbs or over-sized items will be shipped by our freight service and will incur additional shipping charges. We reserve the right to, with consent, apply shipping charges as we see fit.
Note, a signature is required upon receipt of a package.
****Please note - Should an order be returned to us, unclaimed, a refund will be issued less a restocking/return shipping fee - which is determined at time of processing and varies depending upon shipment***
Most orders are shipped courier via Purolator or Canada Post.
Atlas Express shipping aims to have your parcel delivered within 24-48hrs of the order being placed. This is only available for select shipping destinations within the GTA, Monday-Friday and not available during weekends, Holidays and /or special events. Orders placed before 10am on qualifying days will be delivered the same day. Orders placed after 10am or placed during the weekend, will be fulfilled/delivered the following business day. Atlas Express Shipping is excluded from Free Shipping eligibility, upon checkout a corresponding charge will prompt and cannot be waived.
Tracking information for these shipments is provided via email.
When Will My Credit Card Be Charged?
A pre-authorization is obtained from the paying credit card at check-out. A pre-authorization reserves the funds until they are captured when your order is processed and shipped.
If an order is canceled before it is shipped, we will void the pre-authorization. The funds will be reissued to the paying credit card. However, processing times vary depending on the card issuer - it may be several days before these funds are accessible. Please contact the card issuer to obtain the status of a canceled pre-authorization.
Addresses
Please ensure shipping addresses are complete and accurate when checking out. Buzzer codes and unit numbers must be clearly indicated. Email address and phone numbers must also be current. Our carriers are particularly adamant that all shipping details are correct. Failure to do so may result in delayed deliveries, failed deliveries or additional address correction fees.
International Orders
We can ship to virtually any address in the world. Note, regional restrictions/regulations apply. Atlas Tools & Machinery is NOT responsible for any duties or brokerage. These fees are due upon receipt of an order. All International orders must be placed online and are Final Sale
A docking fee may be applied if orders are delayed due to arrangement or payment of taxes. We may require a deposit, prior to shipment, for possible docking fees.
Should you refuse an international shipment, Atlas Tools & Machinery reserves the right to refund the amount of the order, less shipping, duties, brokerage and payment gateway fees associated with the order. Returned international orders are subject to an additional 15% restocking fee.
All orders are charged in Canadian Dollars. Exchange rates and international order fees are assessed and applied by your financial institution.
Please feel free to get in touch with us if you have any questions regarding international orders and it will be our pleasure to assist you.
Telephone Orders
Telephone orders may not be eligible for free shipping. Shipping quotes can be obtained by contacting a member of our customer service team.
Damaged Orders
Unfortunately, not all orders arrive in the condition that they left our warehouse. If upon delivery the parcel is visibly damaged, it can be refused and will be sent back to Atlas for a refund. Please email customer service within 24 hours of receiving a package, if your order appears damaged and keep all packaging. If your order has been affected by concealed damage, please contact us once the package is opened. We will require pictures and other details to ensure proper resolution.
Special Orders
If on the off chance we don't carry an item that is needed by a customer, A Special Order can be placed with a member of our staff, to bring a specific item. Please note, all Special Orders require a full non-refundable deposit and are considered Final Sale. Please reach out to our Sales staff at the store (416)252-8527 or send an email to info@atlas-machinery for further assistance.
Online Returns
If you wish to return an item, please email info@atlas-machinery.com with your order number and details about the product you would like to return. We will respond within 24-48 business hours with instructions on how to proceed. An RMA and return way-bill will be issued by our team and is required for a refund. Returns may take 3-15 business days to process. All RMAs incur shipping and processing fees. If you ship something on your own accord Atlas Tools & Machinery is not liable even if something is showing delivered or signed for.
GENERAL RETURNS & EXCHANGE POLICY
We are happy to provide a 30 day return on most products. All returns require a receipt and will be returned to original tender. Returns after 30 days must be unopened and warrant store credit only up to a maximum of 90 days.
All products must be returned in their original packaging. The product must be in like-new condition and show no signs of use. An opened item may qualify for return or exchange. Final Sale items are non-refundable. Items being returned online are subject to return shipping fees. Please read the complete policy below for full details.
Please have the following ready to proceed with a return or exchange:
- Original purchase receipt. Either paper or electronic
- The card or tender originally used for payment. If payment card is not available, a non-refundable store gift card will be issued
- All original package contents and packaging. For kit items, all components must be included (tools, batteries, charger). Any additional bonus items included in the original sale must also be included
- Contact information matching the original bill of sale including name, address, phone number, email address. Confirmation of these details may be requested in the form of Government issued identification
Product condition requirements
Many items may qualify for return or exchange, even when the packaging has been opened. The product must be in like-new condition and not used. The product must be able to be resold as new. Any signs of wear or damage to the product or packaging will result in a denied return. Final Sale items may not be returned as well as certain products that must be unopened for safety and quality assurance purposes.
Final Sale Items
The following products cannot be returned:
- Special order items
- Gas equipment
- Batteries
- Machinery
- Cutting tools, inc. bits
- Abrasives
- Parts
- Lasers
- Precision tools
- Paint sprayers
- Floor models
- Service, delivery, registration and PDI fees
- Clearance product
- Gift cards
- Personal protective equipment (PPE), safety and heated gear
- Opened items in non-saleable condition
- Items damaged due to misuse/user error
Bonus and Free Items
Some purchases may include bonus items or free gifts with purchase. These items do not have cash value and may not be returned on their own. If free or bonus items are defective, they must be serviced under the terms and conditions of the manufacturer’s warranty. If an item being returned included a bonus or free item, the bonus or free item must be returned as well. Any included bonus or free item not returned with the primary item will have the retail value applied against the return value of the primary item.
Bundle Purchases
Some items may be sold as a bundle. A bundle is a set of items that are sold together as a package at a reduced price vs. purchasing the items separately. If you return one or more items in a bundle, the bundle price will be broken and separate item charges at current pricing will apply. Any items from the bundle not returned will first be charged at the current price, then the items being returned will be processed using the price marked in the bundle from the original receipt.
Defective items
Most defective items can be returned or exchanged within 30 days of purchase. All original packaging and contents must be provided. Final sale items must be serviced under warranty at a licensed service provider and may not be returned or exchanged.