Shipping & Returns Policy
*17 Nov 2021: Free shipping is no longer being offered due to the current state of British Columbia's transportation networks.
** 29 Nov 2021: Free shipping on orders over $149.99 is back!
Free shipping on select Canadian orders!*
You can upgrade the shipping speed at your own discretion and expense.
- Upgraded shipping costs are automatically estimated by OrderCup's multi-channel shipping software based upon estimated weights for each product; they do not necessarily reflect the actual shipping weight or cost.
Valley Indoor is partnered with international shipping carriers UPS and Canada Post.
Alternative shipping method requests must be made out in advance. Please contact us using the “CONTACT US” button, or by calling us at 1-877 702-1169.
Valley Indoor offers free in-store pick-up for local residents. Please only select this if you are capable of picking the order up.
Our eCommerce is limited to Canada, the United States of America, and Mexico. If you are outside of the listed countries please contact us using the “CONTACT US” button below, or by calling us at +1 (604) 702-1169.
To initiate a return process please login or register for an account, and then create a ticket. Please ensure you provide all the necessary information so we can help you out as best as possible. Examples of necessary information include: your name, address, your contact information such as a phone or an email, your order number, your invoice number, your tracking number, your part number, etc.
Excerpted from our General Terms and Conditions regarding Shipping, Delivery, Cancellations, Returns, Refunds, Additional Charges, and Warranty:
- Shipment and Delivery
4.1 Unless otherwise indicated at the time of ordering or by subsequent notification from us, shipments will be made via a carrier that we select, or if we give you a choice of shipping method, the carrier that you select from the choices we offer. If you choose an expedited delivery service, an additional charge may be imposed at the time of your Order. If your Order is accepted and the items selected are in-stock, your Order will normally ship within the time indicated on our Online Store. All ship and delivery dates specified on our Online Store (if any) are estimates only and are subject to change. We do not guarantee delivery dates, and we are not responsible for delays by the carrier. Risk of loss and title to ordered items pass to you upon delivery to the shipping carrier.
4.2 Where local pickup is selected as the shipment method, pickup of the Order is your responsibility. Valley Indoor will only guarantee availability of the Goods for 30 days after you receive notification that your Order is ready for pickup. You are required to provide identification at the time of pickup that is consistent with your Order details. If you wish to send an agent for pickup, you are required to make an arrangement with Valley Indoor prior to pickup.
- Order Cancellations, Returns, Refunds and Additional Charges
5.1. Unless provided for under these Terms and Conditions or as otherwise agreed to in writing by Valley Indoor, no cancellations or changes to Orders will be accepted, and the Goods will be delivered to the Delivery Address in an Order. You must carefully check that your Order is accurate before you submit it. Goods may only be returned where permitted under the Returns Policy set out in Section 6, below.
5.2 Once an Order has been submitted, you will not be able to modify or cancel it online. Please contact Us if you wish to make a change after Order submission, and We will see what We can do to accommodate your request provided that your Order has not already been readied for shipment. We reserve the right to charge a restocking fee equivalent to 20% of your Order or more with respect to any changes made at your request or behest to an Order after Order submission.
5.3. Shipping, handling and other delivery fees will only be refunded pursuant to the Returns Policy (see Section 6, below) and in any event will not be refunded if (a) you return Goods that were in good condition when shipped to you or you made an incorrect selection, including if you ordered the incorrect size, colour, quantity, function or type of Goods; (b) you select or request the wrong delivery requirements; (c) attempts by our shipper to deliver the Goods to the address that you provide in the Order are unsuccessful after two attempts; (d) due to your absence at the delivery address or due to incorrect delivery information in the Order that you place, redelivery charges, consignment charges or reconsignment charges arise; (e) our shipper has to wait more than 15 minutes at the delivery address in an effort to deliver the Goods because (i) you do not promptly appear when our shipper attempts to make delivery, or (ii) you fail to ensure it is reasonable and safe to deliver the Goods at the delivery address, or (iii) the delivery information in the Order that you place is incorrect; or (f) tailgate charges arise when a proper dock is not available at the delivery location.
5.4 We reserve the right to charge you additional shipping fees, handling fees, storage fees, tailgate fees, delivery fees, redelivery fees, consignment fees, reconsignment fees and service fees that arise and as we consider appropriate if any of the following occur:
(a) you select or request the wrong delivery requirements;
(b) attempts by our shipper to deliver the Goods to the address that you provide in the Order are unsuccessful after two attempts;
(c) due to your absence at the delivery address, unsuccessful delivery attempts or incorrect delivery information in the Order that you place, redelivery charges, storage charges or reconsignment charges arise;
(d) our shipper has to wait more than 15 minutes at the delivery address in an effort to deliver the Goods because (i) you do not promptly appear within 15 minutes when our shipper attempts to make delivery, or (ii) you fail to ensure it is reasonable and safe to deliver the Goods at the delivery address, or (iii) the delivery information in the Order that you place is incorrect;
(e) tailgate charges arise when a proper dock is not available at the delivery location; or
(f) additional services are required for us to deliver the Goods because (i) you fail to ensure it is reasonable and safe to deliver the Goods at the delivery address, or (ii) the delivery information in the Order that you place is incorrect.
5.5. Goods can only be returned in accordance with these Terms and Conditions (including the Returns Policy in Section 6, below).
5.6. Where applicable under the Returns Policy, Valley Indoor will process any refunds within a commercially reasonable time of agreeing to do so.
5.7 If you have a question about your order, please email us at [email protected] and reference your order number.
- Returns Policy
6.1 If you would like to return or exchange a phone or online order, please login or register for an account, and create a ticket which We will use to respond to you and provide you with further instructions. You will receive a return authorization number which is required to complete the return. Please be prepared to provide all necessary information which We may request, including your full name, address, contact information, order number, invoice number, tracking number or part number.
6.2 Goods may be returned within 14 days of receipt with a return authorization number and satisfactory proof of purchase, provided that the Goods: (a) are in saleable condition, (b) are intact with all original, sealed packaging and tags attached along with a copy of the packing slip, and (c) are not subject to the exclusions listed in Section 6.3, below. If you are unable to provide satisfactory proof of purchase or if you do not have a return authorization number, Valley Indoor at its absolute discretion reserves the right not to offer a refund. Returns which are deemed, at Valley Indoor’s sole discretion, to be in whole or in part due to fault on your part, are subject to a 20% restocking fee and return shipping at your expense. Valley Indoor is not required to provide you with a copy of your original receipt to facilitate a refund, insurance or warranty claim.
6.3 Goods not eligible for return: (a) custom Goods, built-to-order Goods or special order Goods; and (b) Goods where stated as final sale by Valley Indoor at the time of invoice. If you are unsure whether the Goods you are purchasing are custom Goods, built-to-order Goods or special order Goods, you may inquire with Us, although you acknowledge and agree that such types of Goods are not eligible for return under our Returns Policy whether or not make any such inquiries. For avoidance of any doubt, built-to-order Goods are Goods for which you select one or more optional, predetermined features that we offer for those Goods, whereas custom Goods are Goods for which you request one or more custom modifications, where those custom modifications are not predetermined features that we offer for those Goods.
6.4 Where merchandise is purchased with a gift or bonus offer, including a bonus gift card, the gift or bonus must also be returned (unless otherwise stated). If you are unable to return the gift or bonus or it is not in saleable condition, the value of any available refund will be reduced by the value of the gift or bonus. Where a bonus gift card has been fully or partially redeemed, the amount redeemed will be deducted from any available refund under this Section 6. In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund.
6.5 You may be asked to present photo identification so that we can record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must also include your full name with a future expiry date.
6.6 If we shipped the wrong item to you by mistake, please contact Us and we will re-ship the correct item at no additional cost.
- Warranty Policy
7.1 Goods sold by Valley Indoor may be subject to the respective manufacturer’s warranty. However, Valley Indoor itself does not provide any guarantee or warranty with respect to the Goods including the condition, quality or saleability of Goods sold to you. We may elect at our sole discretion to warrant Goods sold to you following our evaluation and review of the Goods, but we will only warrant such Goods if we expressly agree to do so under a separate written communication issued by us with respect to the applicable Goods. If you believe that Goods received by you have a defect that may be subject to warranty, you may contact Us for further information at 877-702-1169 (Canada) and 604-701-1169 (U.S.), e-mail [email protected], or create a ticket through your registered account. Valley Indoor will not refund or return any amount until such time as the Goods have been determined by Us to be defective, warrantable by the manufacturer or by Us, and payable by Us. This provision does not extend or renew the original warranty period of any Goods that have been repaired or replaced by Valley Indoor. Goods used in the manufacturing of illegal substances will not be accepted for a warranty return by Valley Indoor.