At Canwil Textiles, every order is packaged to prevent movement and minimize transit damage. Warehouse-packed orders are verified, secured, and certain shipments (including pipe & drape systems) are photographed prior to shipment.
Some items may ship directly from our manufacturing partners, who follow Canwil packaging standards.
Unless the customer specifies an alternate carrier or their own freight account at the time of order, Canwil ships all orders on our carrier account, and freight charges are billed to the customer as part of the order.
All orders must be inspected at the time of delivery for damage or shortages.
• Verify the quantity received against the packing list attached to your shipment to ensure all items are accounted for on the Bill of Lading (BOL). If there is a shortage, you must have the driver clearly note the missing items on ALL copies of the BOL before signing.
• If damage is visible at delivery, you must have the driver clearly note all damage on ALL copies of the BOL before signing.
• Take clear photos of the outer packaging, shipping label, and any damaged items.
• Keep a copy of the notated BOL for your records — this document is required to file a freight claim.
• Record the driver’s name and dispatch center.
Signing a clean BOL constitutes acceptance of the shipment as delivered in good condition and complete.
All damage or shortage claims must be reported within 2 business days of delivery.
• Email required photos immediately to:
• For freight shipments, you must also provide a copy of the signed Bill of Lading (BOL) clearly showing the damage or shortage notated at the time of delivery.
Claims reported after 2 business days will not be accepted. Proper BOL notation and required photos are mandatory to process any freight claim.
Failure to provide a properly notated BOL for freight shipments will result in denial of the claim.
If we drop ship on your behalf, you are responsible for sharing this inspection policy with your customer.
This policy applies to Rolled and Sewn goods only — it does not apply to pipe orders.
If there is no visible damage at the time of delivery and a clean BOL is signed, but issues with the shipped items are later discovered, Canwil must be notified within 30 days of the invoice date and/or prior to the invoice due date — whichever comes first.
• Notification must be made by emailing logistics@canwiltextiles.com and jaya@canwiltextiles.com before the invoice due date.
Holding payment on invoices past their due date — without notifying Canwil of any issues prior to the due date — will result in a 2% per month service charge applied to the outstanding balance.
All shipments are insured unless written instructions are provided declining coverage.
• If shipped on our account — we file the claim.
• If shipped on your account — you are responsible for filing the claim.
For all claims:
• Retain packaging for 30 days.
• Submit required photos and documentation.
• A claim number will be provided.
• Claims typically resolve within 30 days.
• Credit is issued once carrier reimbursement is received.
Notification must be made within 30 days of the invoice date.
Not Returnable:
X Golf Screens (any size or configuration)
X Custom Drapes (any size or color)
X Kits containing Custom Drapes (non-8′ or 10′)
X Custom-sewn or made-to-order products (any item)
If it’s custom, it is final sale.
• Return shipping is the customer’s responsibility when the error is not ours.
• Items must be returned in new, resalable condition.
• Approved returns are subject to a 15% restocking fee.
Upon receipt and inspection, a credit memo will be issued detailing applicable charges, which may include:
• “Incorrect item ordered by customer.”
• “Return shipping label provided.”
• “Restocking fee applied.”
Where a refund is due, it is returned to the original payment method and includes any card surcharge paid. If an order is cancelled the same day, tell us before end of business and we can usually void the transaction outright, which clears faster. Where part of an order is refunded, the surcharge is refunded in the same proportion. Card refunds can be processed for up to 120 days from the original payment.
Clear expectations. No surprises. Fair handling on both sides.
We value the partnership — and clarity keeps everything running smoothly.
