Frequently Asked Questions

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Please fill out this form to get in touch with our sales representatives which can answer any detailed questions, inquiries or concerns about Sustainia.

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Sustainia does not accept returns. All sales are final. We strongly recommend that you order a sample to ensure that you are getting the product you want prior to purchasing any material or product. We advise that you obtain proper measurements from a professional or certified installer (as per 3M DI NOC products). As all sales are final, under no circumstances will Sustainia be held accountable for any overages or shortages in material calculations.

Inspect your package and product immediately upon receipt – If the package is severely damaged, you may refuse acceptance of the delivery. You must contact Sustainia immediately via e-mail info@sutainia.ca or by telephone +1(289) 302-5504.

Any claims made after 10 business days on the receipt will not be considered. You must provide Sustainia with photos of the damaged product via e-mail so that we can authorize the return.  Prior to any refunds being issued, the product will need to be returned to us for examination. The damaged product will be examined within 30 business days and we will inform you of our decision as to if a refund will be issued.

All products will be returned to Sustainia via a carrier of your choice, at your cost.
All required documents to process the return will be forwarded to you via e-mail.

Other Modifications & Cancellations

Please contact us within 24 hours of checkout should you need to cancel or modify your order.
Unless otherwise requested, orders will not be shipped for 48 hours, to allow for “buyers remorse”.
If the order has already been shipped from our warehouse or manufacturer, you will not be permitted to cancel or change your order.

Please view our Terms of Service and Privacy Policy – For more information about our policies and general questions, visit our FAQ Page.

Sustainia ships product orders directly to the client as per indicated lead-times, unless otherwise requested by the client during the ordering process. We provide shipping within Canada and the USA via standard ground shipping (4-10 days Canada/Mainland USA). As per our policy for standard orders, if the total amount of the order exceeds $250 CAD / USD, shipping is provided complimentary by Sustainia. If necessary due to client’s delivery request, direct product shipment from our manufacturers can be arranged. Lead-time and rates will be quoted for this service at time of order.

All shipping rates are FOB from our warehouse in Vaughan, Ontario, Canada. Applicable Canadian and mainland USA shipping rates are included in our ordering process. All prices quoted include all customs, duties & brokerage, nothing required on delivery.

Product Samples are sent via regular post and depending on your location and requested manufacturer samples type. This can take 7-10 business days for delivery and from time to time does not include tracking information with the package.

Any rates not quoted, including express shipping, will require that the client contact our client services department at:

info@sustainia.ca or +1 (833) ECO-ARCH

Please view our Terms of Service and Privacy Policy – For more information about our policies and general questions, visit our FAQ Page.