Frequently Asked Questions
Shipping, returns, warranty and payments. Can't find your answer? Email [email protected].
How much does shipping cost?
Shipping is a flat $14.99 CAD per order. Orders of $200 CAD or more ship free.
Do you ship to the United States?
Not at this time. Towrilla currently ships to addresses in Canada only.
What payment methods do you accept?
Payments are processed securely through Square at checkout. Major credit and debit cards are accepted.
What is your return policy?
You can return unused products in their original condition and packaging within 30 days of delivery. Return shipping is paid by the customer, and there is no restocking fee. See our Returns Policy for full details.
How long does a refund take?
Once we receive and inspect your return, the refund is issued to your original payment method within 5–10 business days.
Can I exchange a product?
Yes. Unused products in their original packaging can be exchanged for a different product or size within 30 days of delivery. Contact [email protected] with your order number to start an exchange.
Do your products have a warranty?
Yes. All products are covered for 90 days against manufacturing defects. Normal wear, misuse, exceeding the Working Load Limit (WLL), modifications and accidents are not covered.
My order arrived damaged. What should I do?
Email [email protected] within 48 hours of delivery with your order number and photos of the damaged product and packaging.
Which products cannot be returned?
Used lockout tools, rope cut to a custom length, and clearance items are final sale unless they are defective.
Full details: Returns Policy · Warranty