Delivery & pickup

Ordering online reserves your list at counter prices — it is a request, not a completed sale. A person calls to confirm stock, quantities, the total and how you want it: pickup or delivery. Nothing ships, and no delivery charge exists, until you have confirmed on that call.

Pay by card in Helcim's secure window when you order, or at the store on pickup, or on delivery.

• Pick up at 4327 Steeles Ave W, North York, ON, Mon–Fri 7 AM – 7 PM, Sat 9 AM – 6 PM, Sun 10 AM – 4 PM.
• Bring your order reference and the name on the order. We confirm by phone when it's ready.
• Staff load through the loading door — pull up and we'll bring it out.
• Any balance is paid in full before product leaves the store.
• Special orders wait at the store for pickup for up to 30 days after we tell you they've arrived; after that we may charge storage or treat the deposit as forfeited.

We deliver in the local Greater Toronto Area. The delivery charge depends on weight, distance and access, and is quoted by phone before anything is charged — the checkout never adds a delivery fee on its own. Delivery windows are scheduled on the confirmation call.

Two levels of service, chosen when we call:

• Curbside — the product is dropped at the curb, driveway or garage entrance (where wheels can reach). Bringing it inside is up to you, so have hands ready.
• Delivery with offloading — the product is brought into the main floor only of the home. No stairs, no room placement, no unpacking or debris removal.

Someone must be home to receive the order. Extraordinary conditions — long carries, unploughed access, elevators, waiting time — may require an additional fee, agreed before the truck rolls.

• Count and inspect cartons before signing the delivery receipt. Note any damage on the receipt — or refuse the damaged pieces and write “refused due to damage”.
• Report transit damage or shortages to us within 48 hours, with photos. Damage noted on the receipt is straightforward; damage reported later without a note is hard for anyone to honour.
• Some deliveries run on third-party carriers. Transit damage is the carrier's responsibility; we will run the claim with you, but we can't decide its outcome.
• After curbside drop-off, responsibility for the product passes to you — neither Renorama nor the carrier covers damage that happens afterwards.

Flooring is sensitive to temperature and moisture. Get it inside the home the day it arrives — a garage, porch or job-site container is not an acclimatized space and can damage the product before it ever meets the floor. Acclimatize hardwood, engineered and laminate for 72 hours in the room where it will live, at 35–50% relative humidity, before installation. See Returns & exchanges for how defects and claims are handled.