Refund Policy

Initiated: November 1, 2017, Updated: October 27, 2021

Stock & Quantity Policies

Varying product & stock quantities by location

We strive to ensure that every customer can get what they need, but due to location store and warehouse sizes, we may be limited to what each store can stock readily on-hand. 

However, to help solve this issue, we offer free transfers of products between locations. So if you’re shopping online, please select your ideal pickup location at checkout and we’ll do the heavily lifting of getting everything where it needs to be. 

See our Shipping & Delivery Policies section below for more information. 

Varying stock available online and in-store

Although we do our absolute best to ensure that the online “available” stock numbers show what’s currently available, there is a slight delay between our in-store system and online store. 

"Stock by location" showing different numbers than "quantity available"

Similar to the “Varying stock available online vs in-store” item above, the “Stock by Location” section on our site show the information from one system, whereas the “Quantity Available” shows information from a different system. Unfortunately, there is a slight delay between these two numbers, but this is usually for less than 24-hours. 

Shipping & Delivery Policies

Available Shipping and Delivery Options

The following options are available to you for your convenience: 

  • Hardware: Available for orders of smaller items that would comfortable and realistically fit in a pickup truck
  • Van or Flatbed (Building Materials): Typically used for medium-sized orders, or orders of building materials such as lumber. 
  • Boom or Flatbed with Forklift (Concrete & Large Orders): This option accommodates larger orders or concrete products. 
  • Store Pickup: Feel free to order for pickup at your closest Lyons & Island TIMBER MART location. We offer free product transfers between stores.

Free product transfers between stores

As part of our in-store pickup option at checkout, we offer product transfers between stores – For Free.

This means that if there are any products out of stock at your preferred location when you’re shopping online, simply opt-in for in-store pickup at your preferred location. We are more than happy to ship the products to the selected store and let you know once they’re available for pickup.

Please note that product transfers between stores may take 24-48 hours. 

Order Processing

We work hard to ensure a quick turnaround for your online order. For many items, we offer less than 24-hour order processing, especially when stock is readily available at your nearest location. However, when items need to be transferred between locations in order to satisfy your total order, please allow up to 48-hours for order processing and product transfers. Our store-to-store product transfers are always free! 

Shipping Times

We know it’s important to our customers that their orders are processed, packaged and shipped as quickly as possible. We work hard to make that happen. Once your order is processed and packaged for shipping (usually 24-48 hours) we will get it to you as soon as we can. For “Express Small Item Delivery” this can be same-day shipping from when the order is processed. However, for medium and larger orders, this can be a day or two. We will confirm shipping once the order has been processed, and strive for quick, efficient and safe delivery of all your items. 

Local Store Pickup

An option available to our customers is FREE in-store pickup at your local Lyons & Island TIMBER MART location. This allows you to pick up your order, for free, once it’s processed and packaged. Our team will let you know when it’s ready and available for pickup. Please bring your order number, the receipt and a Photo ID. The same person who placed the order must be the same as the person who picks it up. You will have 14-days to pick up your order. If the order is not picked up in 14-days, we will refund the order and return the items to our shelves.

Curb-Side Pickup

If you ordered an item for Local Pickup and are unable to come in the store, please call the location’s number and one of our customer care associates will be more than happy to organize a curb-side drop-off to your car. Please ensure that you have the order number, receipt, and photo ID. Remember, the person who placed the order needs to be the one who picks up the order. 

Postal Codes & Delivery Charges

You may notice that the delivery options and pricing changes slightly between different postal codes. Although we aim to provide competitive rates and options to all corners of the Sault Ste. Marie area, the options and pricing may vary between delivery postal codes to accommodate the additional expenses of a longer drive. Note that these options and prices are determined by your closest Lyons & Island TIMBER MART location. To read more about our delivery charge zones and policies, please click here.

Returns & Refund Policies

In-store and Online Order Return Policy

Both online and in-store purchases of may be returned within 30 days with proof of purchase. Bring a copy of the invoice or confirmation email to the store at the time of return, along with the item in its original packaging. Please contact your nearest store location for authorization to return online delivery orders in-store, or for any questions regarding the return policy of online purchases. Some exceptions apply. 

Return Location

Any purchase made at Lyons Timber Mart Wellington, Lyons Timber Mart Black Rd. or Island Timber Mart Kent’s Corner can be returned for a refund at any of the 3 branches.

Return Details & Considerations

  • Returns over $75 must be approved by a Manager.
  • Products must be unused, in original package and in sellable condition in order to receive a full refund.
  • All Shingle and LVL returns will be photographed.
  • If a product is defective, we in our discretion will replace the product or refund the customers money.

Defective Items

It is at the Manager’s discretion to exchange returned products that are defective.

Non-Returnable Items

Products that cannot be returned include but are not limited to:

  • Toilet seats that are not in original packaging, for hygiene reasons.
  • Tinted products like Paint and Stain and Empty Spray Cans.
  • Lumber and Engineered Wood Products that is dirty, cut, marked, weathered, etc.
  • Aluminum, Steel and Wood trims that are dented, cut, bent, scratched, etc.
  • Electrical products and fixtures that are not sealed or have been used.
  • Any custom special order products like doors, windows, steel roofing, flooring etc. (some exceptions may apply)

Note: Store products that are not in the original packaging & defective products may be returned or exchanged at the Manager’s sole discretion.

Special Order Items

Under exceptional circumstances, and only if the product can be returned to the supplier, it is within the Manager’s discretion to consider returns of special order items such as windows, doors, flooring, etc. Special order returns require a re-stocking fee of 25% to be charged at the time of return.

Return Processing

Returns will be processed within 3 business days. Special Orders and other questionable goods may take up to 5 business days.

Refund & Credit Note Processing

Refunds and credit notes can only be made to the person who purchased the item and to the original form of tender.

Pricing & Flyer policies

Flyer Pricing

If you’ve recently purchased a product and the following flyer you see it at a lesser price, we can match the new flyer price, with some exceptions. Flyer pricing can be matched if the flyer product was bought within 3 days of a flyer date. One day or 4 Day sales excluded. To honour flyer pricing, a credit must be issued and the product re-invoiced.

Price Match Guarantee

We know that price shopping is an essential part of every purchase, which is why we offer a Price Match guarantee! If the following conditions are met, we would be more than happy to match the price of our competitor. 

  • Identical product with the same brand, make, & model.
  • The product is readily available and in-stock at the competitor store.
  • Products are not part of our Special Order selection.

How to Price Match

We will do our best to accommodate price mates with the utmost customer care. Here are the easy steps you need to take for us to price match.

  • At the time of checkout, present the details of the competitor’s pricing (ie. flyer, printout, website, etc). The entirety of information such as product brand, make and model is required at this time. If the price match is online, the entire web address of the product page is required. 
  • We’ll review our competitor’s listing and if it meets our simple requirements, we wil happy match the price of our competitor. 


Should you have any questions about our policies, please contact us today

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Free Product Transfer Between Stores

We will transfer stock between our 3 locations for you.

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