ONLINE ORDERS

GENERAL SHIPPING INFORMATION

When you shop online at Napoleon Home Comfort, you can choose the delivery option that works best for you — Home Delivery or In-Store Pickup.

If you have any questions about our shipping policy or need assistance with your order, our team is here to help. Contact us anytime at nhconline@napoleon.com

STANDARD ONLINE ORDERS ON NAPOLEONHOMECOMFORT.CA

Processing Time

• Orders placed on weekdays are processed within 24–48 hours.
  
• Orders placed over the weekend will be processed on the following Monday.
  

Delivery Time

• Expect delivery within 5–10 business days from the date your order ships.
  

Delivery Method

• We use Purolator for all freight and use APEX for unit freight.
• A tracking number will be provided when shipped out.

- PICK UPS CAN BE DONE BETWEEN THE HOURS OF 9:15 AM – 5:45 PM MONDAY TO SATURDAY, AND 11:15 AM – 4:45 PM ON SUNDAY -

Availability is not guaranteed. Orders are processed in a priority sequence. We reserve the right to cancel any and all orders without notice.

CANCELLATION POLICY

Order Cancellations & Returns

• Orders may be cancelled within 8 hours of placement without penalty.
  
• After 8 hours, cancellations are subject to a 40% restocking fee.
  
• Orders that have already shipped cannot be cancelled and may only be returned.
  
• Return shipping costs are the responsibility of the customer, and original shipping fees are non-refundable.

RETURN POLICY

Items purchased from NapoleonHomeComfort.ca that are unused and in their original packaging may be returned within 30 days of purchase, unless otherwise stated in our Return Policy Exceptions.

Once the returned item(s) have been received and inspected by Napoleon Home Comfort, a refund will be issued for the purchase price and any applicable sales tax, using the original method of payment.

Please note that shipping charges for both delivery and returns are non-refundable.

For assistance with your return, please contact us at nhconline@napoleon.com

Please contact nhconline@napoleon.com to assist with your return.

RETURN POLICY EXCEPTIONS

• Shipping charges are non-refundable on all orders.
  
• Return shipping costs are the responsibility of the customer.
  
• Special ordered items cannot be returned.
  
• Returns after 30 days are subject to a 40% restocking fee.
  
• Clearance items are sold as-is and are final sale.

DAMAGED, DEFECTIVE, OR MISSING ITEMS

We stand behind our products and want you to be completely satisfied with your purchase. If your order arrives damaged, defective, or incomplete, please contact us immediately at nhconline@napoleon.com.

Important Notes:

• You must be able to receive parcel delivery at your residence; deliveries may be denied otherwise.
  
• Shipments are available only within Ontario.
  
• Items cannot be shipped to PO Boxes.
  

Processing & Delivery Times

The total time for order processing, shipping, and delivery depends on:

• The availability of the product(s) ordered
  
• The day and time your order was placed
  
• Successful payment authorization
  
• The carrier(s) responsible for delivery

IN-STORE ORDERS

• Stock items can be returned within 30 days of purchase with a receipt, provided the item is unopened and in its original packaging.
  
• Special ordered items cannot be returned.
  A “special order” is any item that is not in stock at Napoleon Home Comfort and is ordered specifically for a customer. A restocking fee always applies.
  
• Returns can only be processed Monday to Friday, 9:00 AM – 5:00 PM.
  
• Order cancellations / returned goods: Orders cancelled after 72 hours are subject to a 40% restocking fee.
  
• Pick-ups are available Monday to Saturday, 9:00 AM – 5:30 PM and Sunday 11:15 - 4:45 PM.