What Currency do you use

As with most eCommerce, we us USD exclusively, All prices listed are in US Dollars, Even GST.

Customer Service - Do you ship to ?

Yes, We ship Globally, and should have no problem shipping to . Delivery times vary by region. We have several levels of shipping service, and offer good discounts on Express Priority Air courier shipments. We ship orders Monday to Friday, excluding holidays, via FedEx, UPS and Canada Post.

Exact shipping rates will be displayed online during the checkout process – before your order is submitted. So you can preview the shipping cost to your location before you actually place an order.

If our automated shipping calculator makes a mistake in calculating shipping charges, (due to unusual box weight or dimensions), we will make a correction to the actual shipping rate in your favor. If you ever have questions about the shipping rate, you can call us for an estimate. We get a good discount on Express and Air Priority shipping, and we pass the savings on to you.

Quick links within this page:
Do I have to pay customs fees, brokerage, import duties, or taxes when shipping to ?
Standard Postal Mail Shipping
Courier Shipping - Ground or Express
How long will my order take to reach me?
Approximate Time Frames for Shipping
Are the shipping times guaranteed? Can I change my shipping address after package is shipped?
Where are you able to ship to ?
Can my shipping address be different from my billing address?
Can you declare the value on the shipping document to be less than it actually is?
Can you deliver to a P.O. Box?
Can you ship to APO/FPO boxes? Can you ship to Military Personnel?
How do I track my package?
What do I do if my shipment hasn't arrived?
Can you ship a package without a signature requirement?
Do I need any special information to complete my order?
Regarding orders valued greater than $2,000.00 and shipping to the USA

Do I have to pay customs fees, brokerage, import duties, or taxes when shipping to ?

Standard Postal Mail Shipping

If you have selected regular airmail we will ship through either Canada Post or United States Postal Service. These services do not provide tracking numbers and are not insured unless you purchase insurance. If you have selected this shipping method and your order is lost or damaged we cannot accept responsibility. We will work with you to try to reach a satisfactory conclusion, but we will not in any case refund or reship the item for free.

Courier Shipping - Ground or Express

The courier services that we currently ship through are FedEx and UPS. We will determine which carrier is the most efficient based on pick up and delivery times. You may request a specific carrier in the comments section during your checkout and we will try to accommodate your needs. A tracking number will be provided for any orders shipped via courier. If you have provided us with an email address during your order checkout, a shipping confirmation email will be sent to you showing the tracking number and which courier was used. Please note that it may take up to 24 hours for a tracking number to become active because we assign the tracking number before the package is picked up by the courier.

How long will my order take to reach me?

  • If paying by credit card:
    All orders paid by credit card will be verified with the card issuing bank. International orders may take a few extra days to complete this step. Please ensure that the billing name and address you provide in the order checkout matches exactly what is on your credit card statement. Your order may be delayed if there are any name or address discrepancies.

  • If paying by Paypal:
    If the address you provide in your order checkout does not match what PayPal has on file we will need to contact you before we ship out your order. If your PayPal address is unconfirmed, we will need to contact you before we ship out your order. In order to avoid these problems please ensure that the name and address you provide in the billing section of your order checkout matches exactly what PayPal has on file.

  • If paying by Money Order or Bank Wire Transfer:
    We will ship your order the same or next business day that we receive your payment.
    If clarification or additional verification is required we will contact you. If we are unable to reach you this will cause a delay in shipping. We will not refund any shipping charges due to this type of delay.

Approximate Time Frames for Shipping:

Please view this document: Estimated Delivery Times

Are the shipping times guaranteed? Can I change my shipping address after package is shipped?

Yes, but only for Air courier shipments to the U.S. It is guaranteed next day providing it is not held up with customs which may occur but is rare we ensure there is proper documentation accompanying the package. For other shipping methods, the time chart is the estimated time frame for the delivery period. These time frames are given to us by the shipping carriers. Once your package leaves our factory we are not able to do anything about the shipping. We cannot change the destination of the shipments after they leave Plantraco.

Are you able to ship to ?

Yes, We ship to ! Some items due to size or weight may not be practical to ship to certain destinations. If you have any questions please contact us before you place an order and we can clarify any shipping questions you may have.

Can my shipping address be different from my billing address?

Yes, we can ship to any address you request. Your billing name and address must be entered exactly as you see it on your credit card statement. You may specify a different ship-to address. For high-value items we may need to contact you before shipping to verify the ship-to address, or in certain cases we may have to ship directly to the bill-to address (we will contact you in this situation before anything ships out).

Can you declare the value on the shipping document to be less than it actually is?

Under no circumstances will we lower the declared value on the shipping document or any other records. We will also not declare the item as a "gift".

Can you deliver to a P.O. Box?

Yes, but we are ONLY able to ship to P.O. Boxes if the item is delivered via regular airmail through Canada Post. Please note that not all items can be shipped airmail due to size restrictions. Please contact us if you have any questions.

Can you ship to APO/FPO boxes? Can you ship to Military Personnel?

Yes, we are able to ship to these types of addresses by regular postal mail. If your order value is too high we may request a physical ship-to address instead of a PO Box so that the order can ship through a courier.

How do I track my package?

A tracking number will be provided for any orders shipped via courier. If you have provided us with an email address during your order checkout, a shipping confirmation email will be sent to you showing the tracking number and which courier was used. Please note that it may take up to 24 hours for a tracking number to become active because we assign the tracking number before the package is picked up by the courier.

What do I do if my shipment hasn't arrived?

Please allow up to the maximum number of days specified in Shipping Methods, Destinations, and Delivery Times for your item to be delivered. If you selected a courier method, please use the link to the carrier's web site provided in the "shipment confirmation e-mail" to investigate the status. Alternatively, contact us at . Please note that we have to initiate any traces or claims on the shipment. Do not try to contact the carrier yourself as this may slow down the trace.

Can you ship a package without a signature requirement

Yes, you may have a package delivered without a signature requirement. However, some carriers will not leave packages at certain residences due to their own security and delivery guidelines. In these cases, the driver will leave a "call tag" with a number you can call to reschedule delivery. We recommend shipping to a location where someone can accept and sign for your package. For high value items, we require a signature to ensure delivery and validate any claims.

Do I need any special information to complete my order?

ONLY if you are located in the U.S. and your order value is over $2000.00, we are required to provide your TAX ID or business number to customs. We will contact you if we need this information.

Regarding orders valued greater than $2,000.00 and shipping to the USA

United States Border Services requires that all items shipping from Canada to the United States that are valued greater than $2,000.00 USD must show the TAX ID or Social Security Number for the Importer of Record. This is mandatory and must be on the Commercial Invoice and the Worldwide Services Waybill. When shipping to US Businesses, the business TAX ID is required, and when shipping to individuals, the SSN is required. For additional information regarding new procedures that were in effect as of October 1st, 2004, please visit the U.S. Border Services Agency Web site www.customs.gov. You may also download the Official Customs Directive.
Please rest assured that we will only use your number for the shipping documents and we do not keep it on file. If you need clarification or have any questions, please do not hesitate to contact us by email at or by telephone 1-306-955-1836

Warranty and Returns

The very first thing you should do is contact us by phone 1-306-955-1836 or Email us at to receive an RMA support ticket and get authorization to return your product. We will issue you an RMA number and detailed instructions on the procedure to follow.

By using our Return Merchandise Authorization system, you can be assured of prompt and accurate service.

We gladly accept returns or exchanges for the majority of our products but they must be pre-authorized by our customer service people and a corresponding RMA number and completed RMA form. Certain conditions MUST be met before we will issue an RMA (Return Merchandise Authorization) number. You must contact our RMA department before proceeding.

IMPORTANT!: If you send in your product without prior authorization we will not repair, refund or exchange your product! Instructions given by customer service regarding your RMA must be closely followed to ensure we receive your package and know what it is when it gets here.

To inquire about a return you sent in with your authorized RMA number please log in to your account to check the status - this is the first place you should check for updates and it should have the most up to date information about your returned goods, you can also contact us at 1-306-955-1836 or at

DO NOT, UNDER ANY CIRCUMSTANCE, RETURN ANY ITEM, FOR ANY REASON, WITHOUT GETTING PRIOR AUTHORIZATION! UPON OUR AUTHORIZATION WE WILL ISSUE YOU AN RMA NUMBER TO ENSURE YOUR CASE IS DEALT WITH PROPERLY.

What Is Your Reason For Return?

A. Product not wanted by customer / Wrong product ordered by customer

B. Wrong product shipped to customer

C. Defective item shipped to customer

D. Repair Required

E. Item not received (ONLY IF THE ESTIMATED DELIVERY TIME HAS ELAPSED)

F. Item damaged in shipping

G. Upgrade / Exchange Required

 

A. Product not wanted by customer:

1. Contact us by phone 1-306-955-1836 or Email us at and get authorization to return your product. We will issue you an RMA number and detailed instructions on the procedure to follow.

2. All items must be in new, unused condition.

3. You may only return the product within 30 days from the date you receive the product.

4. All items must be well-packed in their original packaging and sent back to us through the postal system. You are responsible for all return shipping costs.

5. Any extra fees incurred by shipping through a courier service must be paid by the customer. USE THE POSTAL SYSTEM FOR RETURNING TO US.

6. Upon receipt of returned merchandise, we will inspect the products for damages. We will then offer you a refund, exchange, or credit towards your next purchase.

7. REFUND AMOUNT: The refund or credit amount will be the original amount MINUS any damaged or used parts, MINUS the original shipping charge, and MINUS a 15% restocking fee.

8. There is no guaranteed time frame for issuing refunds, exchanges, or credits on returns, we accept and work on orders, repairs, and returns in the order that we receive them, and we will do our best to complete your return as soon as possible. Thank you for your patience.

9. You will be notified by telephone or email when we have received, inspected, and processed your return.

B. Wrong product shipped to customer:

1. Contact us by phone 1-306-955-1836 or Email us at and get authorization to return your product. We will issue you an RMA number and detailed instructions on the procedure to follow.

2. Item must be in new, unused condition.

3. You must notify us by telephone or email immediately after receiving your order to let us know that you did not receive the product that you ordered. At that time we will issue you an RMA number.

4. The return must be well-packed in its original packaging and sent back to us through the postal system. You are responsible for the initial return shipping cost. Please FAX or email a copy of the shipping receipt to us and we will issue a refund or credit on your Plantraco customer account for the shipping amount. If the item is lost or damaged in shipping we cannot be held responsible so please purchase insurance.

5. When we receive the returned item we will ship out the correct item. We may cross-ship in certain cases.

6. You will be notified by telephone or email when we have received the return and shipped the new item.

C. Defective item shipped to customer:

1. Contact us by phone 1-306-955-1836 or Email us at and get authorization to return your product. We will issue you an RMA number and detailed instructions on the procedure to follow.

2. If you have received an item that you believe is defective please follow the directions below:

3. Check our Support Center Knowledgebase Articles for articles regarding the problem with your product. Some things may seem major but are really simple to fix yourself.

4. Read the manual or any instructions that have come with the item and follow any suggestions it provides.

5. Phone or email us and, depending on the product, we may go through some troubleshooting with you.

6. If the item is found to be defective and it has been less than 30 days since the purchase date we may replace the product. Call 1-306-955-1836 for details to see if your product is covered under our in-house warranty.

7. We may issue you an RMA number for the defective item or we may just issue you a replacement item.

8. The return must be well-packed in its original packaging and sent back to us through the postal system. You are responsible for the initial return shipping cost. In certain cases we may issue you a credit or refund for your return shipping cost (please FAX or email a copy of the shipping receipt to us). If the item is lost or damaged in shipping we cannot be held responsible so please purchase insurance.

9. When we receive the defective item we will inspect it and replace or repair the product.

10. We will notify you by telephone or email when the item has been received, inspected, and reshipped. Please note that we accept and work on orders, repairs, and returns in the order that we receive them. Thank you for your patience.

D. Repair Required:

1. Contact us by phone 1-306-955-1836 or Email us at and get authorization to return your product. We will issue you an RMA number and detailed instructions on the procedure to follow.

2. Check our Support Center Knowledgebase Articles for articles regarding the problem with your item. Some things may seem major but are really simple to fix yourself.

3. If your product requires repair please contact us and one of our technicians may be able to go through some troubleshooting with you. You may be able to fix it yourself. If it is determined that the product needs to be returned to us for repair, we will issue you an RMA number.

4. You are responsible for shipping the return to us and for the shipping cost to send it back to you. If you use a courier and we incur any costs upon delivery, they will be charged to you as well.

5. Upon receipt of the item we will examine the problem and determine what repairs are needed. At that point we will contact you by telephone or email to let you know what the approximate repair charges will be. If you approve of the charges we will go ahead and repair the problem and create a new order with the new fee.

6. We accept and work on orders, repairs, and returns in the order that we receive them, so there is no guaranteed time frame for completing your repair (we will do our best to get your item returned to you as soon as possible). Thank you for your patience.

7. Repair Charges are $50.00 an hour plus the cost of parts.

E. Item not received:

1. Please check the estimated delivery period for your location and the type of shipping method that you selected.

2. If you have not received your item and the estimated delivery period has elapsed from the date that your order was shipped, please contact us.

3. If your item was sent by courier please use the tracking number that we provided and search for your order on the website of the courier company.

4. If your item was sent through the regular postal system, a tracking number is not provided. By selecting regular mail, you are accepting the risk of loss or damage, unless you have purchased insurance. WE WILL NOT BE HELD RESPONSIBLE FOR ORDERS SENT THROUGH REGULAR MAIL.

5. Please contact us and, depending on the type of shipping, we may be able to start a trace and, if need be, eventually a claim. DO NOT START A SHIPPING TRACE WITH THE SHIPPING COMPANY. We, the sender, MUST initiate any and all shipping traces and claims. If you, the receiver, start a shipping claim this will slow down the process and may jeopardize the chances of receiving the claim. There are certain steps to follow when processing a trace or claim for a lost product, so please allow us enough time to complete these steps and we will contact you when we have any information to give you.

F. Item damaged in shipping:

1. Contact us by phone 1-306-955-1836 or Email us at and get authorization to return your product. We will issue you an RMA number and detailed instructions on the procedure to follow.

2. If you receive an item that has been damaged in shipping please keep all pieces of the product and all packaging. YOU MUST CONTACT US WITHIN 48 HOURS OF RECEIVING A DAMAGED PRODUCT.

3. Please take a few photographs of the damaged product AND the packaging and email them to us at

4. Please email or phone us to let us know that you have received a damaged item. At that time we may start a shipping claim or in certain cases, we may just reship the damaged item.

5. DO NOT START A SHIPPING CLAIM WITH THE SHIPPING COMPANY. We, the sender, MUST initiate any and all shipping claims. If you, the receiver, start a shipping claim this will slow down the process and may jeopardize the chances of receiving the claim. There are certain steps to follow when processing a claim for a damaged product, so please allow us enough time to complete these steps and we will contact you when we have any information to give you.

6. After the claim has been processed we may be able to re-ship or issue a refund, or issue a return authorization number (RA or RMA).

G. Exchange Required:

1. Contact us by phone 1-306-955-1836 or Email us at and get authorization to return your product. We will issue you an RMA number and detailed instructions on the procedure to follow.

2. Please contact us to discuss which product you have (please have your original order number handy) and which product you would like to upgrade or exchange it to. We will issue you an RMA number.

3. You are responsible for shipping the product to us and for the shipping cost to send it back to you. If you use a courier and we incur any costs upon delivery, they will be charged to you as well.

4. Upon receipt of the item we will examine and determine what is needed. At that point we will contact you by telephone or email to let you know what the approximate charges will be. If you approve of the charges we will go ahead and complete the upgrade or exchange and create a new order with the new fee, if necessary.

5. We accept and work on orders, repairs, and returns in the order that we receive them, so there is no guaranteed time frame for completing your repair (we will do our best to get your item returned to you as soon as possible). Thank you for your patience.