Delivery Policy
Shipping FAQ:
Can I purchase online and pick up my order at Johnstone’s?
Large Items suchs as barbecues or builtin products can only be purchased in store.
Simply choose "Pickup at Store" as your shipping option when you place an order on johnstones.com You'll receive an email confirmation and then a follow-up email once your purchase is ready for pickup at Johnstone's North Vancouver store.
1. Place your order
2. Choose "Pickup at Store (North Vancouver Location, unless Specified In Order Comments)" as your shipping option
3. Wait for pickup confirmation email.
4. Pick up your purchase at the Parts Desk.
NOTE: Available only during normal store operating hours. Please pick up your item(s) within four days of purchase.
If I return a product, how long do I have to wait for a refund?
When you return a product, you will receive a refund within 7 business days of us receiving and verifying the item. When you return a product that you have purchased using a credit card, the same card you used will be credited with the refund.
Does johnstones.com or Johnstone’s offer international shipping?
We are currently unable to accept or ship orders outside of Canada. For your convenience, we deliver ANYWHERE in Canada. To make sure that orders being sent to PO boxes and rural route addresses get to their proper destination, please include a physical street address, highway number and/or a daytime phone number with your order.
If I order more than one product, do I have to pay for shipping on each of the items?
We calculate shipping and handling costs by shipment. Your orders can come in one shipment or multiple shipments. Generally speaking we will have most products in stock. If for some reason we are out of stock of an item we will notify you by email the stock status of the item it will be your choice if you want the order shipped complete.
Can I order a product and ask you to ship it to someone else?
Yes: Just choose Checkout with Multiple Addresses in the Checkout process. For your protection, credit card orders shipping to an address other than the credit card billing address will be subject to a fraud screening process. This may cause a delay in the shipment of your order. Please note that orders that fail our screening process may be cancelled.
Can I ship to a PO box address?
Yes, you can. To make sure that orders being sent to PO boxes and rural route addresses get to their proper destination, please remember to include a physical street address, highway number and/or a daytime phone number with your order.
If I order today, when can I expect to receive my order?
When you receive your order depends on the availability of the product and the shipping method you select. You may use this formula to determine the approximate time it will take to receive your order: (Availability) + (Shipping Time) = Total Delivery Time. Please allow up to two additional days for credit card verification.
Do you offer Delivery? (Local Area Delivery Only)
Yes for Barbecues, Firepits and Patio Heaters we offer delivery service. We will contact you after you have placed your order to setup a deliery date and time. Please leave any special intructions on the comments section on the order summary page. Our Delivery Team works Tuesday to Saturday, between 9:30 am and 5:30 pm local time. You must be home at the time of delivery or arrange for our delivery teams to be able to access your patio for delivery. (Barbecues, Firepits and Patio Heaters only)
What is Call Me to Setup Assembly or Delivery?
Our staff will contact you after your order has been placed to setup a delivery date and time. Please note we cannot offer next day delivery service.