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Your Online Builders’ & Landscape Supply Store: Saving you time & money. Terms of Service

FAQs

Scroll through to find answers to your questions.  If you are unable to get the answer you are looking for please send us your questions using the contact us form.

GENERAL QUESTIONS

We provide a wide range of construction materials to meet your needs.  Browse our products in the following categories: Landscape products – Bulk, Aggregates and Soils – Steel products – Concrete Specialty products – Masonry, Tiles & Stone products.

Let us know what you’re looking for using our Custom Order form and one of our staff will contact your shortly.

Our online store is open for your convenience 24/7 including weekends and holidays. Our deliveries are made Monday to Saturday 7am to 7pm excluding holidays.

We are currently serving the GTA and Surrounding areas in Ontario.

Our Scheduled PRODROP & Custom Order can be placed for deliveries anywhere in Ontario.

Our Express PRODROP & RUSH PRODROP Delivery options serve cities and localities in the following regions:

  • Peel Region
  • Halton Region
  • Vaughan
  • Richmond Hill
  • Markham
  • Toronto

No. All products and delivery options chosen under the same order will ship to the same delivery address.

When the order is placed outside of regular business hours, the delivery window will not start until the beginning of the next business day.

Please contact our Customer Support within 24 hours of delivery to inform us so we can ensure a prompt resolution of the problem.

PRICING QUESTIONS

Bulk Products that are delivered in a dump truck are charged $75.00 for delivery.

Skidded products that are on skids or pallets are delivered on a forklift mounted Truck or crane truck and are charged $140 for the first 4 skids of product and $30 for each additional skid or pallet.

Our products are locally sourced and competitively priced for your success.  All our prices are posted online.

Custom order pricing is case-specific and priced accordingly on a case-by-case basis.  When you place a custom order, a quote will be emailed to you for review and approval before completion and placement.

ORDERING QUESTIONS

24/7. Our online store allows you to place your order anytime, from anywhere, and from any device.  We will process your order during our business hours.

All orders are processed, picked, loaded, and delivered by our PRODROP staff.

We have dump trucks, flatbed trucks, and pickup trucks in our fleet to facilitate delivery of a wide range of products. We offer 3 types of Delivery services to meet your needs:

Scheduled PRODROP: you can select a future date and choose a 3-hour delivery window convenient for you.

Express PRODROP: will have your product delivered within 24 hours.

RUSH PRODROP: will have your products rushed to you within 3 to 5 hours.

Absolutely. You can take advantage of our convenient Scheduled PRODROP option and select a future date and time window of your choice for your product delivery.

Call us immediately at (416)800-4544 with your order number and we will help you rectify the problem.

Call us as soon as you can, at (416)800-4544, with your order number, and if the truck hasn’t left the warehouse, we will add the products to your order.

The order number can be found in the email confirmation or invoice you received after placing your online order.

At PRODROP.CA we have no minimum orders. We understand that sometimes you need a little bit and sometimes you need a lot, and we are here to help.

If you require something related to our products and cannot find it in our online catalogue you can use the Custom Order to let us know what you need, and someone will respond to you shortly.

If you need a custom-made product, you can use the Custom Order form to upload your files and tell us about your needs and our staff will contact you with pricing.

When an order is place for an item that is not in stock, or an in-stock item becomes unavailable after you have placed an order, you will receive a Backorder Notification email

ORDER CANCELLATION

Orders of regular inventory items may be canceled up to 48 hours prior to the delivery date. Orders may not be canceled within 48 hours prior to the delivery date. At this time, online cancellation is not an option.

Custom orders may NOT be canceled.

Custom orders are final sale and non-refundable.

Provided that it is 48 hrs prior to the delivery date you can request an order cancellation using the Contact Us form and provide the order number in the message.

Custom orders may NOT be canceled. Custom orders are final sale and non-refundable.

A 15% restocking fee will be applied to orders that have not been delivered. In addition, full delivery fee will apply if the product has been loaded on a truck, left our warehouse or any of our suppliers’ warehouses. All Delivery fees will be charged on orders in Transit.

We are unable to cancel RUSH PRODROP delivery orders.

DELIVERY QUESTIONS

We offer 3 types of Delivery services to meet your needs:

Scheduled PRODROP:  you can choose a 3-hour delivery window convenient for you.

Express PRODROP: will have your product delivered within 24 hours.

RUSH PRODROP: will have your products rushed to you within 3 to 5 hours.

PRODROP.CA delivers within Ontario only; standard shipping rates apply in our local delivery zones and custom orders are charged on a case-by-case basis. Orders/deliveries to remote Ontario locations need to be placed through Custom Orders where shipping rates will be provided prior to order confirmation/completion. Deliveries can only be made to locations with a street address or rural route number with postal code. Deliveries to rural/ remote areas may require additional shipping charges.

We cannot deliver to P.O. boxes.

We have dump trucks, flatbed trucks, and pickup trucks in our fleet to facilitate delivery of a wide range of products. Deliveries are usually Monday to Friday, between 7 a.m. and 7 p.m., local time.

Scheduled PRODROP is the default shipping method for which you can choose the delivery date and time window of your choice, if available.

For PRODROPS under 100 lbs deliveries are usually to the front door of the house or the ground floor lobby of an apartment or condominium building. Shipments that are over 100 lbs, or on pallets or skids will be delivered to the curb at the address specified. Shipments will be delivered as an NSR (No Signature Required).

Some geographic service restrictions apply. In certain remote locations, delivery will be made to the courier’s closest Pick-Up Centre from the shipment destination. Multiple items may be shipped at different times due to the size of the item or order or the location that it ships from.

Yes, all shipments are delivered as NSR if the carrier deems it safe to leave the shipped product. In situations where the carrier is unable to do so, you will be notified at the time. If you receive a notice, you may arrange another delivery date when you will be available to receive it.

There currently is no ability to “opt-out” of NSR service for all orders, however, you may choose to be present at the scheduled time of delivery.  Alternatively, you may Contact Us, as you receive your order confirmation, and request that we notify you with an estimated time of delivery and we will notify as soon as we are able.

Curbside delivery means that the driver will place your products at the nearest accessible curb to your site/house/building address. If your order is down a road or driveway that the delivery truck cannot access without causing damage to the truck, we will be unable to complete delivery. You may require assistance to move any large and/or heavy curbside deliveries, so please plan accordingly. This service does not include set up or assembly of items or removal of packaging materials.

DELIVERY TYPES & OPTIONS

Scheduled PRODROP is one of our shipping methods. A Scheduled PRODROP Delivery offers you the option of choosing a delivery date and time window of your choice. Excluding Sundays and holidays, you can have the product delivered on a specific date of your choice between 7 a.m. to 7 p.m., sometimes as early as the next day.

For all available products, your delivery date must be 24 hours to 30 days from the order creation date (excluding Sundays & holidays).

If all items in the order are available orders usually ship within the time window of your choice.  If items are back-ordered, a follow-up email will be sent to you with an estimated time of delivery.

No. For ALL deliveries to your Site, no one is required to be present, and the products are left curbside. If the site is not considered safe, and the carrier will call you at the time of delivery. If you’re unavailable, they will drop the material according to their discretion.

Express PRODROP is one of our shipping methods. Unlike Scheduled PRODROP, an Express PRODROP delivers your order within 24 hours and sometimes as early as the same day, excluding Sundays and holidays.

Only items that are in stock at our warehouse or at local manufacturer’s warehouse are eligible for Express PRODROP.

You can view all the different Express Delivery options either on article information page by clicking “See more delivery options” or in your shopping cart under the “How To Get It” column.

Once you add the item into your cart, you can – in the cart – select the Express PRODROP delivery option if its available.

Delivery rates are based on the delivery postal code. You can enter your postal code on product pages or in your cart to determine the delivery fee.

Express PRODROP orders will arrive between 7 a.m. and 7 p.m., within 24 hours of your order confirmation, excluding Sundays and holidays.

No. For ALL deliveries to your Site, no one is required to be present, and the products are left curbside. If the site is not considered safe, and the carrier will call you at the time of delivery. If you’re unavailable, they will drop the material according to their discretion.

RUSH PRODROP Delivery is one of our shipping methods. Unlike other PRODROP delivery options, RUSH PRODROP is a same-day delivery option in which you can have the products delivered within 3-5 hours from time of placing the order.

Delivery rates are based on the delivery postal code. You can enter your postal code on product pages or in your cart to determine the delivery fee.

When the order is placed outside of regular business hours, the delivery window will not start until the beginning of the next business day.

For RUSH PRODROP to your site, no one is required to be present, and the products are left curbside. If the site is not considered safe, and the carrier will call you at the time of delivery. If you’re unavailable, they will drop the material according to their discretion.

We’re unable to cancel RUSH PRODROP delivery orders.

SHIPPING RATES

Delivery rates are determined based on weight, size, destination, and type of product. Your shipping rates will depend on the item or items in your order. Below are some details to help you better understand our shipping rates.

Bulk products are typically delivered in a dump truck according to the size of the order.  Each bulk product will be delivered in a separate truck to avoid mixing of products and charged a delivery fee for each truck assigned for each bulk product. Our delivery fee is currently $75 and is applicable to the delivery of Base materials and gravels, soils, mulch, and decorative stones.

Landscape, hardscape, and other palletized products, or those that require a pallet or a skid due to their size or weight will be delivered on a truck with a crane arm or truck-mounted forklift.  These products usually include, but are not limited to, interlocking pavers, walls, patio slabs, steps, sod, or larger amounts of related products where a pallet makes delivery easier and more effective.  A minimum flat rate of $140 applies for the first 4 skids of product and $30 for each additional skid/pallet of products.

If your order consists only of items that can be easily man-handled by our staff and safely delivered/placed in the back of a pickup truck, then only a $45 flat fee applies up to a maximum of 30 items or 1500lb, whichever comes first.

TRACKING MY ORDER

To track your order you will need the registered Billing email address and Order # that you received in the order confirmation email after placing the order. You can track your order in 2 ways:

1. You can track your order simply by visiting My-Account and logging into your account dashboard, clicking on the orders, and viewing the order in question.

2. You can Check Order Status here [https://prodrop.ca/order-status-page/]. You will need your Order No. and Registered Billing Email Address to track your order.

You will also receive a notification once your item has been delivered stating your order is complete.

You will receive an email or text when your order is on-route to the provided delivery address. You will also receive either a call or a text 30 minutes prior to the delivery.

All PRODROP orders are delivered curbside.

For all of our deliveries, no one is required to be present, and the products will be left curbside.

If you received a damaged product, please call us within 24 hours of delivery to ensure a prompt exchange.

MAKING ONLINE PAYMENTS

Currently, Visa and Mastercard are the only accepted method of payment.

You can use a Visa or Mastercard to pay for your online purchases on ProDrop.ca—by entering the Cardholder Name and address when you make your purchase.  Credit cards are the only accepted payment method for shopping prodrop.ca at this time.

Upon confirmation of your order, we will validate the credit card you used.  The payment will automatically be charged to your credit card when the transaction is completed online.

No, your official sales receipt will be emailed to you when your online transaction is completed. You should keep it in your records for future reference.