Refund policy
Monster Supply Company � Refund & Return Policy
Last updated: April 2026. This policy applies to all purchases made through monstersupply.ca.
1. Physical Products (Ice Melter, Gear, Accessories)
14-day return window. Unopened, undamaged physical products may be returned within 14 days of delivery for a full refund to your original payment method.
- Condition: Products must be unopened, in original packaging, and in resaleable condition.
- How to return: Drop off at 136 Cartwright Ave, Toronto ON M6A 1V2 (Mon�Fri, 7am�5pm), or contact us to arrange a pickup on our next route pass at no charge.
- Refund timing: Refunds are processed within 3�5 business days of receiving the returned item.
- Opened or used products: Not eligible for return. If a product is defective or damaged on arrival, contact us within 48 hours � we will replace it at no cost.
2. Bulk Materials (Soil, Mulch, Stone, Aggregate)
All bulk material sales are final. Bulk materials are loaded, transported, and dumped at your specified location. Due to the nature of the product, returns are not possible once delivery has been made.
- Please confirm your quantity needs before ordering.
- If we deliver the wrong product or incorrect quantity, contact us within 24 hours � we will correct it at no charge.
3. Service Packages (Cleanup, Lawn Care, Maintenance)
| When You Cancel | What You Get |
|---|---|
| Before our office confirms your order | Full refund. No fees. No questions. |
| After office confirmation, before crew is dispatched | Full refund minus a $25 administrative fee. |
| After crew has been dispatched or work has started | No refund. Work is charged at the confirmed price. If you have a quality concern, we send a crew back to fix it � no additional charge. |
| Multi-visit package (partially completed) | Completed visits are non-refundable. Remaining visits are refunded on a pro-rata basis minus a $25 administrative fee. |
Scope adjustments: If your property exceeds the standard scope listed on the product page, our office will discuss adjusted pricing during the confirmation call. You can accept the new price, reduce the scope to fit the original price, or cancel for a full refund. Work never begins without your approval on the final price.
4. Equipment Rental
- Before delivery: Full refund if cancelled before equipment leaves our yard.
- After delivery: Rental fees are non-refundable. The rental period runs from delivery to pickup.
- Damage deposit: Returned in full after equipment inspection confirms no damage beyond normal wear. Inspection occurs at pickup � results communicated within 24 hours.
- Damage waiver: The optional damage waiver (+$50/day) is non-refundable once equipment is delivered.
5. Gift Cards
Gift cards are non-refundable and cannot be returned for cash. Gift cards do not expire. Lost or stolen gift cards cannot be replaced � treat them like cash.
6. Holiday & Seasonal Products
- Christmas trees: Due to the perishable nature, Christmas trees are final sale once delivered. If your tree is damaged or defective on arrival, contact us within 24 hours for a replacement.
- Other holiday products (wreaths, garland, planters): Standard 14-day return policy applies if unopened and undamaged.
7. Damaged or Defective Items
If your order arrives damaged, defective, or incorrect:
- Contact us within 48 hours of delivery.
- Include your order number and a photo of the issue.
- We will replace the item or issue a full refund � your choice. No return shipping needed.
8. How to Request a Return or Refund
Phone: 647-967-7569 (Mon�Fri, 7am�5pm)
Email: orders@monsterplow.ca
Include your order number (e.g., #1234) and reason for the return.
We aim to resolve all return and refund requests within one business day.
9. Exchanges
We do not process direct exchanges. To get a different product, return the original item for a refund and place a new order.
10. Shipping Costs on Returns
- Our error (wrong item, defective, damaged): We cover all return costs.
- Change of mind: Drop off at 136 Cartwright Ave at no charge, or we can arrange a route-pass pickup at no charge within the GTA.
Contact
Monster Property Services Inc.
136 Cartwright Ave, Toronto, ON M6A 1V2
647-967-7569 | orders@monsterplow.ca