Shipping, Inspection & Returns Policy
TruSim Systems — a brand of Canwil Textiles, Inc. 1520 University Dr., Auburn, GA 30011, USA Phone: 678.985.5434 · [email protected]
Last updated: August 28, 2026
Packaging & shipment standards
Every order is packaged to prevent movement and minimize transit damage. Warehouse-packed orders are verified, secured, and certain shipments are photographed prior to shipment.
Some items may ship directly from our manufacturing partners, who follow Canwil packaging standards.
Inspection required at delivery
All orders must be inspected at the time of delivery for damage or shortages.
- Verify the quantity received against the packing list attached to your shipment to ensure all items are accounted for on the Bill of Lading (BOL). If there is a shortage, you must have the driver clearly note the missing items on ALL copies of the BOL before signing.
- If damage is visible at delivery, you must have the driver clearly note all damage on ALL copies of the BOL before signing.
- Take clear photos of the outer packaging, shipping label, and any damaged items.
- Keep a copy of the notated BOL for your records — this document is required to file a freight claim.
- Record the driver’s name and dispatch center.
Signing a clean BOL constitutes acceptance of the shipment as delivered in good condition and complete.
Reporting requirements
All damage or shortage claims must be reported within 2 business days of delivery.
Email required photos immediately to: [email protected]
For freight shipments you must also provide a copy of the signed Bill of Lading clearly showing the damage or shortage notated at the time of delivery.
Claims reported after 2 business days will not be accepted. Proper BOL notation and required photos are mandatory to process any freight claim. Failure to provide a properly notated BOL for freight shipments will result in denial of the claim.
If we drop ship on your behalf, you are responsible for sharing this inspection policy with your customer.
Insurance & freight claims
All shipments are insured unless written instructions are provided declining coverage.
- Shipped on our account — we file the claim.
- Shipped on your account — you are responsible for filing the claim.
For all claims:
- Retain packaging for 30 days
- Submit required photos and documentation
- A claim number will be provided
- Claims typically resolve within 30 days
- Credit is issued once carrier reimbursement is received
Custom and made-to-order products — final sale
Impact screens, drapes, gap fillers and any sewn or made-to-order product are cut and finished to your specifications. Production begins once your order is confirmed and materials are cut to your dimensions.
If it’s custom, it is final sale. The following are not returnable:
- Custom screens, drapes and gap fillers (any size or color)
- Kits containing custom drapes
- Any sewn or made-to-order product
There is no restocking fee on custom products, because they cannot be returned at all.
This does not affect your rights where a product is defective or does not match your confirmed order — see Inspection above.
Cancelling a custom order: contact us immediately at [email protected]. If we have not yet cut material we will cancel at no charge. Once cutting has begun, cancellation may not be possible.
You are responsible for the accuracy of the dimensions you supply. We recommend confirming measurements against your enclosure before ordering.
Returns due to ordering errors (stock items)
Applies to stock catalog items only — hardware, bungees, tiles, acoustic panels, hook and loop tape and similar.
Notification must be made within 30 days of the invoice date.
- Return shipping is the customer’s responsibility when the error is not ours
- Items must be returned in new, resalable condition
- Approved returns are subject to a 15% restocking fee
Upon receipt and inspection, a credit memo will be issued detailing applicable charges, which may include:
- “Incorrect item ordered by customer”
- “Return shipping label provided”
- “Restocking fee applied”
Contact [email protected] before returning anything. Returns sent without prior authorization may not be accepted.
Refunds and credits
Card payments. Where a refund is due, it is returned to the original payment method and includes any card surcharge paid. Refunds typically appear on your statement within 5–10 business days, depending on your bank. If an order is cancelled the same day, tell us before end of business and we can usually void the transaction outright, which clears faster.
Where part of an order is refunded, the surcharge is refunded in the same proportion.
Card refunds can be processed for up to 120 days from the original payment. Beyond that we will arrange an alternative method.
Orders on account. Customers on payment terms are credited against the relevant invoice rather than refunded to a card.
Our commitment
Clear expectations. No surprises. Fair handling on both sides.
We value the partnership — and clarity keeps everything running smoothly.
Canwil Textiles, Inc. 1520 University Dr., Auburn, GA 30011, USA 678.985.5434 · [email protected]
Shipping Policy
TruSim Systems — a brand of Canwil Textiles, Inc.
Where we ship from
Orders ship from our manufacturing facility in Auburn, Georgia. We can also drop ship directly to your customer or job site on your behalf.
We ship throughout the United States and Canada. For destinations outside these, contact [email protected] before ordering.
Lead times
Custom products are made to order. Standard production is 21–28 business days from order confirmation. If you need it sooner, rush service is available — see below.
Ship-by dates mean the date your order leaves Auburn — transit time is additional. A screen with a ship-by date of the 15th arriving in California will not be on site on the 15th.
Stock components generally ship within 48 hours.
Rush orders
If you need something faster than standard production, rush service is available at checkout. Rush pricing depends on how far out your need-by date is:
| Business days from order | Service |
|---|---|
| 15–21 | Rush |
| 8–14 | Priority rush |
| 5–7 | Expedited rush |
| Fewer than 5 | Not available online — contact us |
Rush fees are shown before you confirm your order and cover expedited production, not expedited freight. If you also need faster transit, tell us and we will quote it.
Business days exclude weekends and our published holidays.
Freight and carriers
Large screens and multi-item orders usually ship by LTL freight rather than parcel. Freight deliveries are curbside by default. If you need a lift gate, inside delivery, a residential delivery, or a delivery appointment, tell us before we ship — these are additional services and cost more.
Smaller items ship by parcel carrier.
Shipping charges
Shipping is quoted separately and is not always included in the price shown at checkout. Where freight is not included, we will confirm the cost with you before your order ships.
Customers with their own carrier account may ship collect — provide the account number with your order.
Title and risk
Goods ship FOB Origin, Auburn, GA. Title and risk of loss pass on delivery to the carrier. We will assist with carrier claims but the claim is against the carrier.
Receiving your shipment
Inspect before you sign. Note any damage or shortage on the delivery receipt before signing. A clean signature on a damaged shipment makes a freight claim very difficult to pursue.
Report damage or shortages to [email protected] within 2 business days, with photographs of the product and packaging.
Please refer to the Inspection and reporting requirements under our Shipping, Inspection and Return Policy for more details.
Delays
We will tell you as soon as we know if your order will be delayed. We are not liable for delays caused by carriers, weather, or other events outside our control, but we will do what we can to help.
Questions
Canwil Textiles, Inc. 1520 University Dr., Auburn, GA 30011, USA 678.985.5434 · [email protected]