Shipping policy
Yes. For Diamond Hard Solutions, I’d make the policy very explicit that customers assume the risk of cold-weather shipping when they choose to ship temperature-sensitive products, unless you specifically agree to a protected shipping method.
Here’s a website-ready version:
Shipping Policy
Diamond Hard Solutions Inc. ships products throughout Canada and, where available, to select international destinations. Shipping times, freight costs, and delivery estimates vary depending on product availability, destination, carrier service, and order size.
Orders are considered shipped once they have been transferred to the carrier. Delivery dates provided by Diamond Hard Solutions Inc. or the carrier are estimates only and are not guaranteed unless specifically confirmed in writing.
Customers are responsible for providing complete and accurate shipping information. Additional freight charges resulting from incorrect addresses, missed deliveries, re-delivery, remote-area service, lift-gate requirements, inside delivery, or other special delivery requirements may be charged to the customer.
Temperature-Sensitive Products
Certain coatings, sealers, densifiers, adhesives, liquids, and other construction materials sold by Diamond Hard Solutions Inc. are sensitive to freezing, excessive heat, or prolonged exposure to extreme temperatures.
Products identified as freeze-sensitive, temperature-sensitive, or requiring protected transportation may be damaged if exposed to temperatures outside the manufacturer’s recommended storage and transportation range.
During periods of cold or extreme weather, Diamond Hard Solutions Inc. may:
- delay shipment;
- recommend heated or temperature-controlled transportation;
- recommend expedited service;
- require the customer to arrange suitable freight;
- or decline to ship certain products until weather conditions improve.
If a customer requests shipment of a temperature-sensitive product despite a recommendation to delay shipment or use heated/temperature-controlled freight, the shipment will be made at the customer’s risk.
Diamond Hard Solutions Inc. is not responsible for freezing, overheating, or other temperature-related damage occurring after the product has been transferred to the carrier where the customer has declined recommended temperature-controlled transportation or has specifically instructed Diamond Hard Solutions Inc. to proceed with shipment at the customer’s risk.
Temperature-sensitive products may be non-returnable and non-refundable once shipped, except where Diamond Hard Solutions Inc. confirms that the product was defective prior to shipment or the damage resulted directly from an error by Diamond Hard Solutions Inc.
Freight Damage
Customers must inspect shipments promptly upon delivery.
Visible damage, shortages, broken packaging, or other freight-related issues should be noted on the carrier’s delivery receipt before accepting the shipment whenever possible.
Customers should notify Diamond Hard Solutions Inc. of freight damage or shortages as soon as reasonably possible and provide photographs, shipping documentation, and any other information required to assist with a carrier claim.
Failure to document visible damage at delivery may affect the ability to recover damages from the carrier.
Delivery Delays
Diamond Hard Solutions Inc. is not responsible for delays caused by carriers, weather, road closures, labour disruptions, customs, natural disasters, equipment failures, or other circumstances beyond our reasonable control.
Special Orders and Freight Charges
Special-order products, oversized equipment, hazardous goods, palletized materials, and products requiring specialized freight may be subject to additional shipping charges.
Additional freight charges incurred after an order is placed may be billed to the customer where those charges result from customer-requested delivery requirements or circumstances outside the original shipping quotation.
Risk of Loss
Unless otherwise agreed in writing, risk of loss or damage transfers to the customer when the goods are delivered to the applicable carrier for shipment.
This policy does not limit any rights or remedies that cannot legally be excluded under applicable Canadian or provincial law.
For your business specifically, I would probably make the cold-weather warning even more prominent at checkout with something like:
Cold Weather Shipping Warning: This product may be damaged by freezing. If shipped by standard ground service during freezing temperatures, the customer accepts the risk of temperature-related damage. Contact Diamond Hard Solutions for heated freight options before ordering.