Q: What is a pair of saddlebags?
A: A pair of saddlebags consists of 2 bags joined together with a wide strap.
Q: How many saddlebag pairs will I need to purchase?
A: We recommend 2 pairs per tunnel (1 pair at the entrance /1 pair at the exit of the tunnel). For the 20 foot tunnels many customers are now placing a pair in the middle of the tunnel for added stability.
Q: What do you mean by pitch?
A: Pitch refers to the spacing of the wire ribbing. In Canada the AAC does not distinguish between coil pitch. However, the USDAA requires 4” pitch for competition. In other words, unless your tunnel is being used in competition, or you are training for competition in the USA a 6” pitch will be sufficient. Note a tunnel with 6” pitch is lighter if you intend on moving or travelling with your tunnel.
Q: Why do your tunnels says “Availability: In Stock”?
A: In Stock means it is available to place in your shopping cart. Factory Seconds are the only tunnels that can be shipped the next day. We manufacture to order.
Q: Are the prices on your website in Canadian dollars?
A: Yes, all prices are in Canadian dollars. Our USA customers can contact their credit card company to determine the exchange rate on the date of their purchase.
Q: What type of payments do you accept?
A: We accept VISA, Master Card, VISA Debit, MC Debit and Discover cards.
Q: When are Factory Seconds available on the website?
A: Factory Seconds are uploaded to the website on Friday afternoon each week.
Q: Why are some tunnels considered Factory Seconds?
A: Factory Seconds do not meet competition standards. The length may be short or long, the pitch is inconsistent by a certain measurement, or the tunnel may have a blemish or a burn mark from the manufacturing process. Factory Seconds are 100% safe for your pet.
Q: How does my order qualify for free shipping?
A: Orders that qualify for free shipping must fall within the delivery areas for Canada and the continental USA. The subtotal of the order before fees and taxes must be above $250.00.
Q: What is the price of shipping if my order is not above $250.00 before fees and taxes?
A: For orders below the minimum requirement there will be a $60.00 shipping charge added.
Q: How do I receive a shipping quote for areas such as Northern Quebec, Northwest Territories, Alaska, Hawaii and the Yukon?
A: Shipping quotes can be arranged by sending your order information to email@example.com . Please note that shipping alone to these areas can cost well over $400 for one tunnel.
Q: How do you normally ship orders?
A: We ship via Purolator. For our USA customers Purolator changes to UPS at the border.
Q: Why am I paying a Processing and Handling Fee if there is free shipping?
A: The Processing and Handling Fee is for the processing and handling of the order within our facility. The fee is not associated with shipping.
Q: What is an Export Documentation Fee?
A: Specific documents are needed for all orders crossing the border into the USA. The fee does not include Duty and Brokerage.
Q: What is the cost of Duty and Brokerage to the USA? How do we pay these charges?
A: USA Customs charges Duty and Brokerage on products entering into the USA. Duty and Brokerage can be between $0 and $30. The carrier will contact the customer before delivery to notify them of the charge being assessed.
Q: When will my order be shipped?
A: We manufacture to order. Tunnels take up to 2-3 weeks to manufacture.
Q: Will I receive a tracking number for my order?
A: Yes. You will receive an email from the Purolator website when your order leaves our facility. The email will include a tracking number. Please check your junk mail if you have blockers enabled.
Q: How long will shipping take to get to California, USA?
A: Once the package leaves our facility it will usually take 1 week to reach states in the South Western USA.
Q: Why do you require my signature when I receive my package?
A: Orders are shipped with “signature required” for delivery so that we can verify who signed for the package and when. Customers who would prefer their package is left at their house without this security measure in place must indicate that they decline signature required when ordering. Upon doing so the customer assumes all responsibility should their package not be delivered. There is also a form that needs to be signed and placed on your door for the driver to retrieve at time of delivery.
Q: Do you ship internationally?
A: Yes we can ship orders around the world. Shipping quotes can be arranged by sending your order information to firstname.lastname@example.org
Q: How do I make a warranty claim?
A: Warranty claims are evaluated on a case by case basis. Please contact us at email@example.com for more information. You will need your original invoice to begin the process.
Q: Where are you located?
A: Norvent Mine and Tunnel Ventilation (formerly Schauenburg Industries Ltd.) has been located in North Bay, Ontario CANADA since 1969.
Q: How do I become a distributor?
A: We are always open for discussion with new distributors. Please contact firstname.lastname@example.org for more details.