Our delivery options include three levels of service; Customer Pick up, Curbside Delivery and White Glove Delivery Service. Our White Glove service is our premier option, while curbside is also available as a cost-effective option for those that cannot transport the items from the store. For both delivery options, we offer a Flat Rate charge (delivery of an unlimited number of items) based on your distance from the store. We calculate your shipping rates based on the postal code attached to the account, which must be provided at the time of order entry. Delivery charges are applicable for each delivery, should ordered items be available at different times.
Please note that if a shipping option other than Local Pick-up is not offered automatically, the address is outside of our “normal” delivery lanes. Should you wish to proceed, we ask you to call the store during normal business hours to get an individual quote.
We offer pick up at our Orangeville warehouse for all orders. You will be called when your merchandise is available and has been inspected. We will then set up a scheduled pick-up time, thus ensuring warehouse personnel are on-site and available to open your items. You are responsible to provide any straps, wrapping material, tarps, etc. It is your responsibility to load the furniture into your vehicle, and to secure the load to your vehicle. In order to ensure safety to you and other vehicles around you, please ensure to secure all items with appropriate tie-downs or ropes. Any damage to the furniture during loading, or during transport is solely the responsibility of the purchaser. Once merchandise has left our building, it is the purchaser’s sole responsibility and we assume no liability for damages caused in transit.
We will deliver to the entry of your home, or to a protected area on your property (including your garage), but will not enter your home. This includes apartment or condo buildings, where you will be obligated to take delivery of the items at the front door or loading bay. As a condition of that, please ensure that you are able to physically move these items into your home. You will be required to sign off that you have accepted and received your items. Assembly is not included in this service. This delivery will be scheduled via a phone call, and you will be provided with a specific day, and a two-hour window for the delivery. The cost of this service is determined by postal code.
WHITE GLOVE DELIVERY OPTION
This is our premier service option, in which our team delivers the product directly into your home, to the room requested, ensuring that the items are exactly where you wish them to be. Our delivery staff will assemble and set up furniture pieces, and will remove all packaging refuse when we leave. We are unable to move or remove your existing furniture, or to affix any artwork or mirrors to the walls. We are also unable to connect any electrical items. The team will then request that you inspect your furniture, and sign off that the pieces are free of manufacturer’s defects. This delivery will be scheduled via a phone call, and you will be provided with a specific day, and a two-hour window for the delivery. The cost of this service is determined by postal code.
We try our best to set up specific delivery times, but please understand that the 2-hour delivery window is flexible and our delivery staff could arrive up to 30 minutes before or after the intended time. If our truck arrives for your scheduled delivery time and find that nobody is home, they will attempt to contact you by phone. If they are unable to make contact, a new delivery must be set up, and a second delivery fee charged.
INSPECTING YOUR FURNITURE
We have a rigorous inspection policy. First, our team thoroughly inspects every product upon arrival at our store. At point of delivery you (or the person you have deemed responsible as your designate) will be asked to inspect the merchandise and sign stating that there are no damages or manufacturer defects. Please note that colour variations can occur in dyelot of fabrics and of all natural wood products.
Shipping and delivery fees are not refundable after your delivery, and the customer is responsible for paying any shipping fees to have the items returned to our store, in addition to any applicable restocking charges.
PREPARING FOR YOUR DELIVERY
– Please measure before placing your order with us, you may review our Measuring For Delivery guide if you need any assistance. Be sure to measure all doorways, hallways and stairways as it is your responsibility to make sure that the items will fit. If items do NOT fit into your home, we will not refund delivery charges and the items are bound by each item’s specific return policy: all custom and special orders are final sale.
– If there are any obstacles (hand rails, door trim, artwork, etc.) that could be in the way, please remove them before your scheduled delivery. Similarly, please take note of any low-hanging light fixtures that may impede the movement of your new furniture through your home
– Please ensure that if the elevator needs to be booked that this is done well in advance of our scheduled delivery date.
– Please ensure that all outdoor pathways and driveways required for delivery are clear of ice, snow, gravel and debris for the safety of our delivery staff.