Product-specific coverage
Coverage periods, eligibility, exclusions and claim procedures vary by product. Ask our team to confirm the warranty documents for the materials in your quote.
Customer care
Warranty, delivery
and support.
Know what to expect before your building arrives, and where to turn when you need a hand.
01 · Warranty
Coverage for the products you choose.
Warranty coverage depends on your selected products and the applicable supplier or manufacturer warranty documents.
Help with a concern
We make every reasonable effort to help coordinate warranty claims with the relevant supplier or manufacturer. You may also contact the manufacturer directly if you prefer.
Reviewing a claim
The applicable warranty documents, your sale agreement and applicable law determine coverage. Our team reviews each concern with the relevant supplier or manufacturer; outcomes and timing depend on that review.
02 · Delivery
A little preparation makes delivery easier.
We deliver across Canada. Delivery pricing and logistics are confirmed for your building site and shipment requirements.
Timing and notice
Typical overall lead time is approximately 12–14 weeks from order confirmation, including around five weeks for building engineering. Timing varies with approvals, complexity, manufacturing and logistics.
We commit to at least 24 hours’ notice before each delivery and aim to communicate a one-day delivery window in advance.
Separate shipments
Insulation, windows and non-overhead doors usually ship separately from the main steel shipment and may arrive on different days from one another. Arrange unloading for each delivery.
Access and unloading
Your site must accommodate a 53-foot truck or trailer, with suitable approach, turning room, ground conditions, overhead clearance and safe unloading space.
You arrange suitable unloading equipment and qualified personnel. Our team confirms the requirements for your shipment. Tell us early about narrow entrances, tight turns, soft ground or low wires.
Check every shipment on arrival.
Compare materials with the packing list, photograph any damage and note visible issues on the carrier paperwork where possible. Report damaged or missing materials to Trillium promptly, within 30 calendar days of receiving the affected shipment under our general reporting policy. Check each delivery separately.
Delivery damage reporting and a later warranty defect claim are separate processes. Supplier, carrier and contract requirements may differ; contact our team promptly so we can review the applicable requirements.
03 · Delivery pricing
Freight quoted for your project.
Delivery is quoted separately from the base building price, based on your destination and shipment requirements, unless your written quotation specifically includes freight.
Your delivery quote
Provide the building site postal code and any access restrictions when requesting pricing. Our team confirms the freight scope, including any separate component deliveries, in your written quote.
Request a project quote ↗If the site is not ready
Let us know as soon as possible. Storage, waiting, rescheduling or additional freight charges may apply depending on the circumstances and your agreement.
Prepare for arrival
If delivery cannot be completed because the site lacks suitable access, unloading space, equipment or personnel, you are responsible for resulting applicable charges under your agreement. Discuss any concerns with us before the delivery is scheduled.
04 · Support
Talk to the Trillium team.
For delivery questions, missing materials, product documentation or a warranty concern, email us with your quote or order reference and a short description. Include photos and the delivery date where relevant.
Email our team ↗info@trilliumsteel.com