FAQ
Answers
Getting Started
Q. How do I start buying from Restock Canada?
A. You may browse live inventory, manifests, and pricing at any time on www.restock.ca without creating an account.
An account is required only when you are ready to complete your first order at checkout.
To create your account:
- Click My Account at the top of the website and select Sign Up
- Complete the New Account form.
- Confirm your email address.
- Your account is activated immediately upon email confirmation.
Account registration is completed entirely online and free of charge.
After your first order is placed through checkout, our customer service team will contact you to review your order, explain product conditions and review our purchasing conditions to ensure a smooth first purchase experience.
For first-time buyers, a partial or full payment via e transfer, EFT or wire may be requested. The payment balance will be captured on the credit card used at checkout.
Q. How does the ordering process work?
A. The ordering process is simple and fully completed online:
- Browse available lots on our Inventory pages.
- Review the manifests, photos, and condition details.
- Add the lot to your cart.
- Complete checkout using an accepted payment method.
Once payment is received and confirmed, your order will be prepared for shipping or pickup.
Q. Can I place an order without checking out online?
A. Yes. Buyers who prefer to pay via Interac e-Transfer, EFT or wire transfer may submit their order by email to our customer service team instead of completing online checkout.
Payment must reference the correct order number to avoid processing delays.
Q. When is my order confirmed?
A. Orders are confirmed once full payment has been received and cleared.
Order processing typically takes a few hours and is completed during business hours (Monday to Friday, 9:00 AM – 5:00 PM Eastern Time). You will receive an email confirmation once your order has been processed.
Shopping & Ordering
Q. What categories of merchandise do you sell?
A. We sell consumer goods commonly found in major retail stores and e-commerce platforms. Categories include Electronics, Home Products, Furniture, Toys, Baby Products, Clothing, Shoes, Tools & Home Improvement, Sports & Outdoors, Automotive, Office Supplies, Grocery and General Merchandise.
Q. Where does Restock Canada source its products?
A. Inventory is sourced directly from Canadian retail supply chains and consists primarily of customer returns, overstock and shelf pulls.
Q. Is there a minimum order amount?
A. There is no minimum purchase value, and you may order a single lot. However, all inventory is sold in full lot format. We do not break down pallets or truckloads, and individual items are not available for separate purchase.
Q. Do I need an account to order?
A. Yes. An account is required to place an order. To create an account, go to My Account at the top right of the website, then click Sign Up. The process is quick and easy.
Q. Can I negotiate the price of a lot?
A. Our pricing model is fixed and transparent. We do not negotiate individual lot pricing. Unsold lots may be automatically discounted through our Price Drops program. View current Price Drops here.
Q. Do you sell truckloads?
A. Yes. Full truckloads are available and must be purchased as complete units. Truckloads cannot be broken down. You can browse our truckload inventory here.
We also offer an automatic 15% discount when you purchase 24 eligible lots or more as part of our Build Your Own Truckload program. You can view available eligible lots here.
Q. Why did the lot in my cart disappear?
A. Inventory moves quickly and lots are sold on a first-come, first-served basis. Adding a lot to your cart does not reserve it. A lot is only secured once checkout is completed and payment is confirmed.
Q. How can I view my orders and print my invoices?
A. Log in to your account on Restock.ca, then click “My Account” at the top right of the page and select “Orders”. All your orders will be displayed. Click on any order number to view order details, then select “Print Invoice” to download or print your invoice.
Inventory & Product Information
A. Our newsletter is sent daily and highlights newly published inventory and price drop.
Subscribers can customize their preferences by product category or choose to receive notifications exclusively for truckloads. Preferences can be updated at any time through your account settings.
Q. What does MSRP mean?
A. MSRP stands for Manufacturer’s Suggested Retail Price and reflects the manufacturer’s reference value for a product.
Q. Do you guarantee the MSRP listed in the manifest?
A. Retail prices may vary over time due to promotions, seasonality, or market conditions. MSRP does not adjust to reflect these fluctuations and should be considered a general value reference only. Clear pricing errors significantly affecting lot value may be reviewed upon request.
Q. How accurate are the manifests?
A. Manifests are highly accurate. Minor variations may occur. For brand-new and Like New conditions, discrepancies exceeding 5% must be reported within 15 days of receipt. Returns lots may include up to 20% of defective or missing items combined, consistent with the nature of untested consumer returns.
Q. Can I get more photos or additional details?
A. All available information is published directly on the lot page, including the manifest and photos of the lot. Photos provided represent the actual pallet or gaylord being sold. Additional photos or product-level images are not available.
For detailed product specifications, buyers may refer to the manufacturer’s website using the product information listed in the manifest.
Q. Where can I access the manifest for a purchased lot?
A. Log in to your account, go to Orders, select one or multiple orders and click “Download Selected Manifests”. You can also access a manifest directly via the lot URL: www.restock.ca/LOTNUMBER (replace “LOTNUMBER” with the actual 5 or 6-digit lot number).
Q. Does Restock remove items from lots or sell privately?
A. Restock Canada does not conduct private or preferential sales. All inventory is organized into structured pallet lots and published exclusively on www.restock.ca. We do not cherry-pick products, reserve items for selected buyers, or sell inventory outside our platform. All customers have equal access to the same inventory, manifests, and pricing.
Q. Do you offer warehouse visits or load viewing?
A. Restock Canada processes and stores inventory through a network of facilities across Canada, including our Montreal headquarters and partner logistics warehouses. To maintain operational efficiency and equal access for all buyers, in-person warehouse visits and load viewing are not available.
All relevant lot information — including detailed manifests, photography, condition descriptions and pricing — is published directly on www.restock.ca, allowing buyers to make informed purchasing decisions online.
Lot Conditions
Q. What conditions do you sell?
A. Retail inventory recovery includes products in varying states depending on how they were handled, returned, or stored within the retail supply chain. Condition categories reflect this reality and provide general guidance on the nature of the goods offered.
Each lot page on www.restock.ca includes a detailed condition note specific to that lot, along with a manifest and photos. Buyers are responsible for reviewing this information carefully to understand exactly what to expect before completing a purchase.
Below is a general overview of our condition types:
Brand New
Products were never sold to a consumer and remain factory sealed.
Like New
Products were never sold to a consumer but may have price stickers or minor packaging wear. Retail seals may be broken or missing. No warranty is provided on best-before dates when applicable.
Refurbished
Products are fully functional and meet original manufacturer specifications. Items may show minor cosmetic signs of prior handling or use. Essential accessories originally included are supplied unless otherwise noted. Packaging may be replaced or missing.
Returns
Products were previously sold and returned by consumers. Items are untested and exact condition is unknown. Buyers should anticipate that up to approximately 20% of the total value may consist of defective or incomplete products. Packaging, documentation, parts or accessories may be missing. Some products may be customer locked. Reasons for returns can be Customer changed mind, Gift return, online failed delivery, box damaged, defective product, physically broken and more.
Scratch & Dent
Products show visible cosmetic damage, typically resulting from handling or transportation within the retail supply chain. Most items are expected to function but may require testing or minor repair or cosmetic correction. Buyers should anticipate that after repairs, up to approximately 10% of the total value may consist of defective or incomplete items. Packaging, documentation, or accessories may be missing.
Salvage
Products are defective, incomplete, or non-functional and are sold strictly for parts, repair or component recovery. Items may include broken components, missing parts, removed HDDs, customer locks or other functional issues. Retail boxes are often missing. No testing or repair has been performed. Salvage lots are sold as-is, without warranty. For furniture, salvage may consist of incomplete units or returned components. Completeness and functionality are not guaranteed. The MSRP is provided per box and not per complete furniture unit. Furniture salvage is sold strictly for parts or repair purposes.
Shipping & Delivery
Q. How much does shipping cost?
A. Shipping is calculated at checkout. You can get a real-time shipping estimate directly in your cart by entering your city, province, and postal code. Our shipping estimator supports orders ranging from a single pallet up to a full truckload of 26 pallets (or 52 double-stacked gaylords).
Q. Can we get a shipping quote?
A. Shipping rates are calculated instantly online at checkout. If you initially select Pickup and later require shipping, we can provide a separate freight invoice.
Q. Where do you ship?
A. We ship anywhere in Canada.
Q. Do you ship to residential addresses?
A. Yes.
Q. What are the delivery timelines?
A. Delivery typically ranges from 2 to 15 business days depending on region.
Q. How do I track my order?
A. You can track your order directly in your Restock account using the Order Status page: https://www.restock.ca/account.php?action=order_status. All updates and tracking information are posted there as soon as they become available.
Q. What are the standard pallet and gaylord dimensions?
A. Typical dimensions are as follows:
- Gaylord: 40″ × 48″ × 48″ (approx 600 lbs)
- Pallet: 40″ × 48″ × 72″ (approx 900 lbs)
- Double Pallet: 96″ × 48″ × 84″ (approx 1,500lbs)
Weights may vary depending on product category and load composition but are generally close to the ranges indicated above.
Q. How many pallets or gaylords fit in a single truck?
A. A standard 53-foot trailer can typically accommodate up to 26 standard pallets.
Gaylords are stackable, allowing up to approximately 52 gaylords per full truckload, depending on weight and product category.
Actual capacity may vary based on product mix and weight distribution.
Q. Do you offer international shipping?
A. International shipping is not currently offered. All orders must be delivered to a Canadian address. Buyers are responsible for arranging export from Canada if required.
Pickup Information
Q. What is required for pickup?
A. Clients must email us at least 2 business days in advance (excluding weekends and public holidays) with the pickup date and the name of the carrier, transport company, or driver collecting the order. Pickup requests are not processed automatically.
Your carrier must provide the Order ID at pickup. Failure to do so will result in refusal without exception.
Once your order is approved, you will receive a confirmation email indicating that your order is ready for pickup. Pickup is available Monday to Friday between 8:00 AM and 3:00 PM.
All pickups require a dock-level truck with a minimum 42-inch deck height. Personal vehicles are not accepted, including pickup trucks, vans, SUVs, trailers, or moving trucks.
A Bill of Lading (BOL) is not mandatory. However, if your transporter uses one, a copy must be emailed to us at least 2 business days before pickup and must include the pickup date, order number(s), total pallet count, ship-from address, ship-to address, and carrier name.
Q. How long can I wait before pickup?
A. Many customers combine multiple orders before pickup. Orders must be picked up within 5 business days following our confirmation email. Orders not picked up within this timeframe may be cancelled and a 10% restocking fee may apply.
Q. Do you offer storage?
A. Storage is not available. We may accommodate delays of up to 10 business days only if notified in advance and approved by our team. Without prior notice, orders not picked up within 5 business days may be cancelled and subject to a 10% restocking fee.
In all cases, orders held beyond 10 business days are automatically cancelled and the 10% restocking fee applies.
For complete pickup instructions, locations, accepted vehicle types, and warehouse hours, please visit:
https://www.restock.ca/pickup-instructions/
Payments & Policies
Q. What payment methods do you accept?
A. At checkout, we accept Visa, Mastercard, American Express and PayPal.
Orders may also be submitted by email (info@restock.ca) for payment via Interac e-Transfer, EFT or wire transfer. When using these payment methods, buyers must include the corresponding order number in the payment reference to prevent processing delays.
Orders are released once full payment has been received and confirmed. All transactions are processed in Canadian dollars (CAD).
Q. Do you offer financing or payment terms?
A. Restock Canada operates on a prepaid model and does not offer financing or credit terms. All purchases must be paid in full prior to order release.
Q. How do I use a store credit?
A. Store credits are automatically applied at checkout when available on your account and are valid for 12 months from the date of issuance.
Store credits are non-transferable and cannot be redeemed for cash.
Claims & Order Issues
Q. Can I cancel my order?
A. Orders may be cancelled without penalty if the request is submitted before the order has been prepared for pickup or shipment.
Once an order has entered the preparation process, cancellations may be subject to a 10% restocking fee. Orders that have already been shipped or picked up cannot be cancelled.
Q. Can I return merchandise?
A. All sales are final. Returns and exchanges are not accepted.
If you believe there is a valid issue with your order, a claim must be submitted to our customer service team within 15 days of receipt. Buyers are required to complete the official claim form and provide supporting documentation for review.