Frequently Asked Questions
SHIPPING DURING COVID-19 - UPDATED JULY 2020
DUE TO THE EXTRAORDINARY HIGH VOLUME OF PACKAGES BEING PROCESSED BY CANADA POST, DELIVERY TIMES ARE LONGER THAN NORMAL. Chilly Moose fulfills your order within 2 - 3 business days of receipt. Once your order leaves our warehouse, it is the responsibility of Canada Post. Chilly Moose does not have control over Canada Post delivery times. To track your order, please use the tracking number provided in the shipping email from us.
If you have questions about your package delivery please contact Canada Post directly at: 1-866-607-6301
Do you ship worldwide?
On our online store we currently only ship across Canada, however, if you are outside of Canada and wish to purchase our items you can contact us by email at firstname.lastname@example.org and we can assist you with your order and shipping.
Flat Rate Shipping Across Canada
We offer low flat rate standard shipping across Canada with Canada Post. As well, we offer low cost door-to-door, freight for oversized goods, such as the 120L Chilly Ice Box, the Big Buck 75L and Big Buck 80L portable fridge freezers. For more information about our shipping and freight options, please email us at email@example.com
How long does shipping take? - SEE NOTE ABOVE REGARDING CANADA POST SHIPPING TIMES DURING COVID
Shipping will vary depending on location. Standard ground shipping in Canada typically takes between 2-7 business days (not including fulfillment), excluding remote locations. To the United States is approximately 8-12 business days. If you live elsewhere, it may range from 10-20 business days. We do our very best to send orders as quickly as possible. If your order is taking longer than usual, don't hesitate to contact us. Large items i.e. 75L & 80L Fridge-Freezers and 120L coolers can only be shipped by freight and additional shipping time is required.
For more information please visit our shipping & returns page.
Can I pick-up my order from the warehouse?
Absolutely you can! If you live in the Greater Toronto Area (or happen to be passing through Schomberg), you are welcome to pick up your order from our warehouse. Just let us know at the time of placing your order so we can help you bypass the shipping and arrange a convenient pick-up time. Email us at firstname.lastname@example.org for more info.
What happens if my order gets lost?
If your order has been confirmed lost by your local postal service we will replace your product - free of charge. If you receive a product different than what you ordered, you may also be eligible for a replacement. Please refer to our returns page.
Why have I only received one of the products that I ordered?
Sometimes when we ship our products out, they get sent out separately. It is possible that one product may arrive sooner than the other. In this case, we will issue 2 or more tracking codes, so you can trace all of the items that you ordered.
Why have I been charged differently?
We never charge more than what we list. If you are living in a different country, there may be different exchange rates that may affect the price of your order. However, these are only minimal differences.
How do I contact you?
You can always reach us by email at email@example.com. Or you can also reach out through our contact page, Instagram or Facebook.
How can I pay?
We accept most major credit cards for our online payments. You also get buyer protection whenever you shop with us!
Where can I see your product in person?
Our warehouse is in Schomberg, Ontario. If you live nearby, you are welcome to come for a visit during business hours - Monday to Friday, 8:30am to 4:30pm. We ask that you please call or email ahead of time to say you are coming so we can have things ready for you. We are busy working warehouse, and staff are not always available to assist drop-in visitors. So just give us a head's up that you're coming and we will be happy to show you around!
Why does my cooler leak when it tips over?
Chilly Moose coolers are made with lid gaskets of the same material as your refrigerator gasket, and performs in the same way. If your refrigerator gasket defrosted and you tipped if over, the water would escape. Rotomolded Chilly Moose Ice Box coolers are not designed to be 100% air or water tight. When hot air is trapped inside your cooler, this feature allows your cooler to be pried open. Also if using dry ice in your cooler, the gasket will prevent the cooler from risk of cracking or explosion.
Where are Chilly Moose products made?
Chilly Moose products are designed in right here in Schomberg, Ontario and responsibly produced in China.
Any other questions? Feel free to contact us anytime and we will respond as fast as we can! Thank you for shopping with Chilly Moose!