Shipping and MAP pricing policy
To become a Headwater customer, email orders@headwaterimports.ca or apply at Become a Retailer. If we approve the account, we send a setup link for the Headwater portal. Shop and shop.ca accounts are not a pathway to wholesale pricing or ordering. You can browse products without signing in; adding to cart and checkout require a Headwater customer account.
We only fulfil orders to Canadian business addresses. If your facility does not have a loading dock, please let us know - tailgate or liftgate fees may apply.
Free shipping minimums
Free shipping is available on qualifying orders, before taxes:
- Ontario and Quebec: $350.00
- Alberta, British Columbia, Manitoba, Saskatchewan, New Brunswick, Nova Scotia, and Prince Edward Island: $500.00
- Newfoundland and Labrador, Northwest Territories, Yukon, and Nunavut: checkout is allowed on any order with no shipping charge added. We arrange freight and bill it separately.
Orders to Ontario, Quebec, and the other listed provinces that do not qualify for free shipping (minimum $175.00 order value) are charged a shipping fee:
- Ontario and Quebec: $20.00
- Other listed provinces: $30.00
How orders ship
We strive to ship within 3 to 5 business days of receiving your order. Most orders arrive within 5 to 10 days.
Products that need temperature control travel with ATS or a carrier partner equipped to keep them at the correct temperature.
We use third-party carriers. We hold our carriers to a high standard and expect them to treat our customers with the utmost kindness and respect. If you run into a problem with the delivery driver, please tell us - include a copy of your waybill and email orders@headwaterimports.ca.
Headwater does not automatically process backorders for shorted items. If you would like a shorted item backordered, please email orders@headwaterimports.ca.
If there is a problem with your order
Email orders@headwaterimports.ca.
If freight arrives damaged, send photos and details. If the damage was visible at delivery, please have it noted on the carrier waybill.
Returns
Please email orders@headwaterimports.ca for a return authorization before sending anything back.
Returns are accepted within 30 days of purchase, for product that is unopened, in its original packaging, and still sellable. Clearance and other discounted items cannot be returned.
The purchaser is responsible for return freight to our warehouse in London, Ontario. Returns are subject to a 15% restocking fee. Approved returns are issued as an account credit.
MAP pricing
MAP (minimum advertised price) is also Headwater's suggested retail price (MSRP). Where a product has published MAP/MSRP, it must be advertised and sold at or above that price.
Products purchased through Headwater may not be sold on e-commerce websites, including dedicated retailer storefronts, without express consent from Headwater.
MAP pricing must be followed, except where Headwater or an affiliated sub-distributor has approved promotional pricing, including the Headwater promotional calendar. Selling below MAP on those approved promotions is allowed because you have our consent for that promotion.
Headwater reserves the right not to sell to retailers that do not align with this MAP pricing policy, including discontinuing supply of the affected product.
Payment terms
Payment terms are available on request, pending a completed credit application. Email orders@headwaterimports.ca if you would like us to send you a copy of our credit application.
New store locations
To add a new location to an existing account, email orders@headwaterimports.ca.