TMG Industrial Support Center
What happens after you place your order?
What happens after you place your order?
We understand your concerns due to the high cost and value of TMG products. After the order is placed online or through one of our customer support agents, the order will be processed and shipped within 2 to 3 business days under normal circumstances. Your order might be delayed in the event of any extreme conditions or due to any extenuating factors in the supply chain.
Before the order is shipped, please expect to receive a phone call or email from one of our order fulfillment specialists. We want to make sure you are ready to receive the delivery and if anything has changed since the order was made. Your order will be pending and WILL NOT SHIP until you confirm back to us by email or phone that you are ready to receive the order. Please leave us as much details as possible on the check-out page in order to make the delivery go according to plan.
We will work with our dedicated freight carriers to offer Tailgate Delivery if required. Please specify detailed information on the checkout page so we are able to fulfill the order in a matter that is efficient and satisfactory. For products with a packaging size over 90” or weighing over 2000 lbs, a forklift or equivalent is required to receive the delivery, and tailgate delivery will not be achievable. We want to do everything in our power to ensure you have a pleasant experience ordering from TMG Industrial, so please regularly refer to this information and contact us if you have any questions.
After the order is shipped, a tracking number will be automatically sent to you through our order fulfillment system. Please keep in touch with the freight carrier to make sure your order is on schedule. If you have not received your order within the normal delivery time frame, please reach out to us.
If you are living in a remote area with limited freight delivery services available or have requested we deliver to an unattended agricultural or construction site, please keep in close contact with the freight carrier to arrange an appropriate delivery location. Most carriers will make a phone call before delivery. Please make sure to provide a daytime phone number in the checkout page so you can be reached if necessary.
Upon delivery, please inspect your item(s). You will be required to sign a Proof of Delivery receipt. Please note any damage to the item or packaging on the delivery receipt. If refusing delivery due to damage, please note "refused due to damage" on this receipt and explain why. This will help us submit a claim to the courier company and reimburse any associated costs. If there is no note, we may not be able to submit the appropriate claim.
All deliveries are curbside delivery only. The service does not include:
- Removal of packaging materials
- Set up or assembly of any items
Occasionally, local terminal pick up might be available, but it has to be arranged ahead of time and you will need to provide identification and security check information.
We are committed to providing free shipping for order over $1000 for most locations in Canada and the USA lower 48 states. 96% of our orders are reachable and fulfilled within the freight budget. There are rare occasions we see orders that are not able to be delivered within the freight budget, or because limited trucking services are available. In these cases, one of our order fulfillment specialists will reach out to you to discuss alternate solutions (major freight center pick up, additional fees, etc.). We will do everything possible to work with you to find a solution where the order can be received.
How long does it take to ship the order to my location?
When inventory is shown in stock online, that means we physically have the product at our warehouse in Richmond, BC. It takes 2 to 3 business days for us to process the order. Below is the guideline for how long the order usually takes to get to the major center close to your location under normal business circumstances. It differs from time to time and depends on how remote and accessible your location is.
Shipping within Canada:
- BC and AB: 3 to 5 business days
- SK and MB: 5 to 7 business days
- ON and QC: 7 to 10 business days
- East Coast (NL, NB, NS, PEI): 10 to 15 business days
Shipping to the USA lower 48 states:
- West Coast: 5 to 7 business days
- Midwest: 7 to 10 business days
- New England Regions: 10 to 15 business days
TMG Industrial quick fact sheet:
- Throughout the last 15 years we have had over 300,000 products used in fields between Canada and the USA.
- We fulfilled over 96% of our orders within their freight budget for delivery including residential and commercial deliveries, unattended agricultural land and construction sites
- Our average order fulfillment time frame is 1.6 days.
- We have a 70,000 square foot warehouse with 10 loading docks at our headquarters in Richmond, B.C.
- We handle outbound freight about 500 semi-loads and over 4,000 LTL orders on an annual basis at our main warehouse in Richmond B.C.