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Delivery & Cancellation Policy

Last updated: July 20, 2026

This policy explains how Super Soils deliveries are scheduled and completed, and how changes, cancellations and refunds work. It forms part of our Terms of Use.

1. Scheduling your delivery

  • You choose a delivery date for each load at checkout. Deliveries run Monday to Friday, excluding statutory holidays, and the earliest available date is normally two business days after you order.
  • A delivery date is a scheduled day, not a guaranteed time of day. Loads may arrive any time during the delivery day.
  • If you tick "I'd take an earlier delivery if one opens up", we may move your load earlier and will notify you by email.
  • Orders that include multiple loads may arrive separately, each on its own scheduled date.
  • Weather, road restrictions or supplier capacity can occasionally force a reschedule; if your date changes, we notify you by email as soon as we know.

2. Delivery instructions, access and placement

  • Each load requires delivery instructions at checkout — where to place the material, how to access the property, and who to contact on arrival. You do not normally need to be present if the instructions are clear.
  • Deliveries are performed by our network of independent supplier and hauling partners in full-size delivery trucks. You are responsible for ensuring the delivery location is legally and physically accessible: adequate width and overhead clearance, ground that can bear a loaded truck, and no obstructions (vehicles, low wires, overhanging branches).
  • Beyond the curb, delivery is at your risk. Once a truck leaves the public roadway and enters your property at your direction — your driveway, laneway, lawn or job site — the delivery is "beyond the curb", and the risks that come with it are yours. This is the standard risk allocation across the delivery industry. Loaded delivery trucks are heavy: manoeuvring or parking can crack or damage driveways and other surfaces, especially older, thin or already-deteriorated concrete, asphalt or interlock, and dumped material can mark, stain or damage the surface it sits on. To the extent permitted by law, Super Soils and its delivery partners are not responsible for damage to your property arising from a delivery you directed beyond the curb. If you have concerns about your driveway or access route, tell us before delivery and we can discuss alternatives.
  • Drivers may decline a placement they judge unsafe or inaccessible. If a delivery cannot be completed as instructed, we will contact you to arrange an alternative placement or date; additional delivery charges may apply where a truck was turned away from an inaccessible site.

3. Bulk material — quantities and appearance

Soil, aggregate, mulch and similar products are natural materials sold by volume or weight. Moisture, compaction, colour and texture vary between loads and seasons, and coverage calculators provide estimates only. Reasonable natural variation is not a defect. If you have an issue with your delivery, contact us within 24 hours of delivery — leave the material as delivered where possible so we can assess and make it right.

4. Changing or cancelling a delivery

  • Before the cutoff — self-serve, full refund. You can cancel any load up to 5:00 p.m. (local time at the delivery address) on the business day before its delivery date — from your "Orders" page when signed in to your account, or by contacting us. Self-serve cancellations are refunded in full, including the load's share of delivery charges and taxes, to the original payment method.
  • After the cutoff — request. Past the cutoff the truck may already be loaded and committed, so a cancellation becomes a request that our team reviews. We will confirm by email whether the cancellation and any refund can be accommodated.
  • In transit or delivered. A load that is on the truck and en route, or already delivered, cannot be cancelled.
  • To change a date, quantity or address, contact us as early as possible — changes are subject to the same cutoff logic, and a changed address may change the delivery price.

5. Refunds

  • Refunds are issued to the original payment method. Card refunds are submitted immediately on our side; your card issuer may take several business days to post them.
  • Refunds include the applicable taxes on the refunded amount.
  • Where we cancel an order before it is dispatched for delivery (product unavailable, the delivery address cannot be safely serviced, or a pricing error), you receive a full refund of the affected items. If a truck is already en route and cannot complete the delivery as instructed, the terms in section 2 above apply instead.

6. Missed deliveries

If a scheduled delivery does not arrive on its delivery day, contact us and we will find out what happened and get it rescheduled at no additional cost. Our responsibility for a late or missed delivery is limited to redelivering or refunding the affected load — please don't book trades or equipment against an unconfirmed delivery date.

7. Contact

Supersoils.com Inc. (operating as Super Soils) — Customer Service
Email: info@supersoils.com · Phone: 1-844-726-7645
Mail: PMB 352, 5-190 Minets Point Rd., Barrie, ON L4N 8J8