Last updated: July 23, 2026

Welcome to Exos Door. These Terms of Service (the "Terms") govern your access to and use of our website at exosdoor.ca and any purchases you make from us. Exos Door is an interior-door retailer based in Waterloo, Ontario, Canada, offering interior doors, door jambs, hinges, door hardware, and prehung door kits, including products that are cut to size and machined to your measurements through our online Door Builder and product options. By accessing or using our website, you agree to be bound by these Terms. Please read them carefully.

1. Acceptance of Terms

By accessing or using the Exos Door website, placing an order, or otherwise interacting with our services, you confirm that you have read, understood, and agree to be bound by these Terms. To place an order, you must be at least 18 years of age (the age of majority in Ontario) and able to form a legally binding contract. By placing an order, you represent that you meet these requirements. Minors may browse the website only under the supervision of a parent or legal guardian who assumes responsibility for any use of the website and any purchase made.

Your use of our website is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal information in accordance with applicable Canadian privacy law, including the Personal Information Protection and Electronic Documents Act (PIPEDA). By using our website, you consent to the practices described in our Privacy Policy.

If you do not agree with any part of these Terms, please do not use our website or place an order.

2. Changes to Terms

We reserve the right to update, modify, or replace these Terms at any time at our sole discretion. Any changes will take effect as soon as they are posted on this page, and we will update the "Last updated" date above. It is your responsibility to review these Terms periodically.

Changes apply prospectively only and do not affect any order already placed and accepted before the change takes effect. The Terms in effect at the time you place your order will govern that order. Your continued use of the website following the posting of any changes constitutes your acceptance of those changes.

3. Use of Website

You agree to use the Exos Door website only for lawful purposes and in a manner that does not infringe the rights of, or restrict or inhibit the use and enjoyment of the website by, any third party.

You agree not to engage in any of the following prohibited activities:

• Attempting to gain unauthorized access to the website, our servers, our networks, or any systems or data connected to them;
• Uploading, transmitting, or distributing any viruses, malware, or other harmful or malicious code;
• Engaging in any fraudulent, deceptive, or misleading practices, including submitting false information or measurements;
• Submitting reviews or other content that is fake, misleading, or not based on your own genuine experience;
• Interfering with, or making automated or excessive use of, our chat assistant, booking system, or review form;
• Violating any applicable local, provincial, federal, or other laws or regulations.

We reserve the right to restrict, suspend, or terminate your access to the website if we believe you have engaged in any prohibited activity.

4. Product Information

We strive to describe and display our interior doors, jambs, hinges, and hardware as accurately as possible. However, we do not guarantee that product descriptions, images, specifications, dimensions, finishes, or pricing are complete, current, or error-free. Colours and finishes may appear differently depending on your screen, and natural materials such as wood may vary in grain and tone.

We reserve the right to correct any errors, inaccuracies, or omissions and to change or update product information at any time without prior notice, including after an order has been submitted (see Section 6 regarding pricing errors).

5. AI Chat Assistant

Our website offers an AI chat assistant to help answer questions about our products, sizing, and policies. It is provided for general information and convenience only. Its answers are generated automatically and, while we work to keep them accurate, they may contain errors or be incomplete, and they do not form part of any contract between you and us. If an answer from the assistant conflicts with a product listing, these Terms, or our policies, the product listing, Terms, and policies govern. The assistant cannot place, change, or cancel orders, and it cannot make binding commitments about pricing, availability, timelines, or anything else on our behalf.

In particular, do not rely on the assistant as your only source for measurements or sizing. Always double-check your measurements against our measuring guidance on the website and the product listing before ordering, because custom, cut, or machined items are final sale (see Section 9). If you are unsure, or need an answer you can rely on, contact us through our Contact page or by phone before placing your order.

6. Pricing, Payment, and Order Acceptance

All prices on our website are listed in Canadian Dollars (CAD). By placing an order, you authorize us (through our secure third-party payment provider) to charge your chosen payment method for the total amount of your order, including the product price, applicable taxes, and any parcel-shipping charges for small items, all of which are shown to you before you complete checkout.

Local truck delivery is priced separately. If you choose local delivery, the delivery fee is not collected at checkout. It is arranged with us when you book your delivery after your purchase, based on the distance from our Waterloo shop, and currently ranges from $15 to $150 as set out in our Shipping Policy. By choosing local delivery, you agree to pay the applicable delivery fee. If the delivery fee does not work for you, you can switch to free pickup instead at no charge.

Payment for products is due in full at the time of purchase. Your submission of an order constitutes an offer to purchase; it does not by itself create a binding contract. A binding contract is formed only when we send you an order or shipping confirmation, or make the order available for pickup. We reserve the right to refuse, cancel, or limit any order at our discretion, including orders that we believe to be fraudulent, unauthorized, or placed in error, and including orders where a product was listed at an incorrect price (as described in Section 4).

If we cancel an order for which you have already paid, including an order cancelled because of a pricing error, we will notify you and refund the full amount charged to your original payment method. If you ask to cancel or change a custom, cut, or machined order, Sections 8 and 9 apply; any order we cancel is refunded in full.

7. Shipping, Delivery, and Pickup

Shipping, delivery, and pickup options are governed by our Shipping Policy, which forms part of these Terms. In summary:

• Free pickup at 520 Conestogo Rd W, Waterloo, Ontario, with orders typically ready in approximately 2 to 4 business days (orders with custom cutting or machining can take longer);
• Local delivery by our own truck within about 120 km of Waterloo (covering Kitchener, Waterloo, Cambridge, Guelph, and the surrounding area), with a distance-based fee arranged when you book your delivery;
• Doors and jambs are available by pickup or local delivery only and are never shipped by courier or post; and
• Small items such as hardware and hinges ship Canada-wide at the rate shown at checkout.

Booking your pickup or delivery. For pickup orders, we email you a link to book a pickup time when your order is ready. For local delivery, you book a delivery day online after checkout. If you need to change or cancel a booked time, you can do so online using the same link, or by contacting us. If you miss a booked time, simply rebook; please collect your order promptly once it is ready. If an order remains uncollected for an extended period and we are unable to reach you, we may charge reasonable storage costs.

Estimated timelines are provided in good faith but are not guaranteed. We do not guarantee specific delivery or pickup dates, and delays may occur due to production, courier issues, weather, or other factors beyond our reasonable control. To the extent permitted by law, and except to the extent a delay is caused by our negligence, we are not liable for losses or inconvenience resulting from such delays. Nothing in this section limits any statutory cancellation or refund rights you may have as a consumer for significantly delayed delivery. Please refer to our Shipping Policy for full details.

8. Returns and Refunds

Returns and refunds are governed by our Refund Policy, which forms part of these Terms. In summary:

• Custom, cut, or machined items are final sale and cannot be returned, except as described in Section 9 below;
• Uncut, unmodified stock doors, jambs, and hardware may be returned within 15 days of pickup or delivery, provided they are in their original, undamaged, and uninstalled condition;
• A $30 restocking fee applies per item for voluntary returns, and returning the item (by drop-off at our Waterloo location or, for small items, by shipping at your cost) is your responsibility;
• Items that arrive damaged or defective will be repaired, replaced, or refunded at no cost to you and with no restocking fee. Please report damage or defects promptly, with photos; the reporting timelines and process are set out in our Refund Policy.

Please review our full Refund Policy for complete details on eligibility and the return process. Nothing in this section limits any statutory rights or remedies you may have as a consumer that cannot be lawfully waived.

9. Custom & Made-to-Order Items

Many of our products are cut to size, machined, or prepped to your specifications using the measurements and options you select through our online Door Builder or on a product page. This includes cut-downs, hinge and lock machining, custom heights, machined jambs, and prehung door kits prepared to your selections. Because these products are made specifically for you, the following terms apply:

• You are responsible for providing accurate and complete measurements and specifications. We manufacture based on the information you submit. We are not responsible for errors that result from incorrect or incomplete measurements provided by you; however, we remain responsible for errors caused by our own machining, tolerances, or processing of your order.
• We strongly recommend you double-check all measurements before placing your order, and contact us if you are unsure;
• Custom orders enter production shortly after payment is received. You may cancel or change a custom order only before production begins. Once production has started, the order cannot be cancelled and amounts paid are non-refundable, except where the item arrives damaged or defective due to our error;
• All custom, cut, or machined items are final sale and non-returnable, except where the item arrives damaged or defective due to our error, in which case it will be repaired, replaced, or refunded at no cost to you in accordance with our Refund Policy.

Nothing in this section limits any statutory rights or remedies you may have as a consumer that cannot be lawfully waived, including rights in respect of defective or non-conforming goods.

10. Customer Reviews and Content You Submit

Our website lets you submit product reviews, including photos. By submitting a review, photo, or any other content to us, you confirm that:

• it reflects your own genuine experience with our products or services;
• you created it or otherwise have the right to share it, and it does not infringe anyone else's rights;
• it does not include another person's personal information without their consent; and
• it is not unlawful, obscene, threatening, or defamatory.

You keep ownership of the content you submit. By submitting it, you grant Exos Door a non-exclusive, royalty-free, worldwide licence to use, reproduce, display, and adapt (for example, crop or resize) that content on our website and in our marketing, together with the name you provided. Reviews may be published automatically. We are not obligated to publish or keep published any submission, and we may edit for clarity or length, or remove any review or photo at our discretion, including content that violates these Terms. You may ask us to remove a review or photo you submitted at any time; our Privacy Policy explains how.

11. Price Match

If you find the identical item (same product, size, specifications, and options) advertised at a lower price by a Canadian retailer at the time you place your order, place your order with us and then submit our Contact form with your order number and where you saw the lower price, within 14 days of placing your order. If we can verify the lower price, we will refund you the difference to your original payment method. This offer excludes clearance, liquidation, auction, and marketplace listings, bundle or volume pricing, and prices we cannot verify. We may modify or withdraw this offer at any time, which will not affect claims already submitted.

12. Intellectual Property

All content on the Exos Door website, including but not limited to text, graphics, logos, images, product descriptions, designs, and the Door Builder tool, is the property of Exos Door or its licensors and is protected by applicable intellectual property laws, except for content submitted by customers, which remains the property of its authors and is licensed to us as described in Section 10. You may not reproduce, distribute, modify, republish, or otherwise use any of this content without our prior written consent.

13. Third-Party Links

Our website may contain links to third-party websites or services, including our payment provider, that are not owned or controlled by Exos Door. We are not responsible for the content, privacy practices, or operation of any third-party sites. Accessing third-party websites is at your own risk, and we encourage you to review the terms and policies of any third-party site you visit.

14. Disclaimer of Warranties

Our website, Door Builder tool, AI chat assistant, and online booking tools are provided on an "as is" and "as available" basis. To the fullest extent permitted by law, Exos Door disclaims all warranties of any kind relating to the website and these tools, whether express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the website will be uninterrupted, secure, or error-free.

With respect to our products, we do not offer our own written warranty. Nothing in these Terms limits or excludes the statutory rights, conditions, or warranties you have as a consumer under the Ontario Consumer Protection Act, 2002 and the Sale of Goods Act (Ontario), which cannot be waived, including in respect of defective goods. Some products, including third-party hardware, may carry a manufacturer's warranty; any such warranty is provided by that manufacturer, not by Exos Door, and is subject to the manufacturer's terms. Some jurisdictions do not allow the exclusion of certain warranties, so some of the above exclusions may not apply to you.

15. Limitation of Liability

To the fullest extent permitted by law, Exos Door shall not be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with your use of our website or products, including but not limited to loss of profits, data, or goodwill. In all cases, our total liability to you for any claim arising from a product or order shall not exceed the amount you paid for the product in question.

Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be limited or excluded under the Ontario Consumer Protection Act, 2002 or other applicable consumer-protection legislation; or (d) your statutory remedies as a consumer for defective or non-conforming goods. Where such legislation applies, our liability is limited to the maximum extent permitted by that legislation. Some jurisdictions do not allow the limitation of liability, so some of the above limitations may not apply to you.

16. Indemnification

You agree to indemnify and hold harmless Exos Door, its owners, employees, and affiliates from and against any claims, liabilities, damages, losses, and expenses, including reasonable legal fees, arising out of or connected with: (a) your breach of these Terms; (b) your violation of any applicable law; (c) your infringement of any rights of a third party; or (d) content you submit to our website. This indemnity does not apply to any claim to the extent it is caused by Exos Door's own negligence, breach of these Terms, or a defect in our products.

17. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Province of Ontario, Canada, without regard to its conflict of law provisions. You agree to submit to the exclusive jurisdiction of the courts of Ontario for the resolution of any disputes arising out of or relating to these Terms or your use of our website. Nothing in this section deprives you of the protection of any mandatory consumer-protection laws of the jurisdiction in which you reside.

18. Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision shall be severed from the remaining Terms, which shall continue in full force and effect.

19. No Waiver

Our failure to enforce any provision of these Terms shall not constitute a waiver of that or any other provision, nor of our right to enforce it on any later occasion.

20. Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations under these Terms, including in connection with a merger, acquisition, or sale of assets.

21. Entire Agreement

These Terms, together with our Shipping Policy, Refund Policy, and Privacy Policy, constitute the entire agreement between you and Exos Door regarding your use of the website and any purchase, and supersede any prior agreements, representations, or understandings, whether written or oral.

22. Termination

We reserve the right to suspend or terminate your access to our website at any time, without notice, if we believe you have violated these Terms or engaged in any prohibited activity. All provisions of these Terms that by their nature should survive termination, including but not limited to intellectual property, disclaimers, limitation of liability, indemnification, and governing law, shall survive.

23. Contact Information

If you have any questions about these Terms of Service, please contact us:

• Exos Door
• 520 Conestogo Rd W, Waterloo, Ontario, Canada
• Email: sales@exosdoor.ca
• Phone: 519-574-3803