SHIPPING & DELIVERY

At Shelter, we understand that planning a delivery to get your precious new pieces safely can be a difficult task. Thats why we offer a few simple ways and tips for you to receive your products.

Preparing For Your Delivery

• To prepare your home for a safe and efficient delivery, be sure to set your rugs in the desired place, remove any frames or artwork from walls that may be susceptible to damage, secure any low-hanging light fixtures, remove any doors that may be necessary, and place any pets in another room of your home.
• If you live in a building that requires the use of an elevator, be sure to book its use in advance.
• During the winter, please make sure that any driveways and walkways are clear of snow and ice as the safety of your products and our delivery team are of the highest importance.

DELIVERY OPTIONS

WHITE GLOVE DELIVERY

Items Delivered by Truck starting at $199* in the Greater Toronto Area.

• Our white glove delivery service includes our team bringing the product(s) to your home as well as removing the packaging while assembling the pieces if necessary.  Our service does not include removing existing furniture, mounting art/mirrors, or connecting any electrical items.  If you are requesting delivery to a multi-unit building, please ensure that you have the proper elevator booked.  Upon completion of your delivery, you will be asked to sign an acceptance of your merchandise and affirm that it is free of damage and manufacturer defects.

PARCEL DELIVERY

Items for a Parcel staring at $20* 

• We deliver products via ground carriers (e.g., UPS, Canada Post for smaller items) to your delivery address in the Greater Toronto Area.  Only available on small items that can be safely shipped through Parcel Delivery.  A tracking number is provided after your item(s) ship.

FREE PICKUPS

We also offer Free Pickups from our Warehouse. Please call our showroom at (416) 783-3333 24 hours ahead to schedule a pickup.

• We accommodate contactless pickups whenever possible due to COVID-19.  Please bring a copy of your invoice and photo ID matching the order name and address.
• Pick ups are available from Monday - Saturday from 10:30am to 5:30pm. Our warehouse is closed on sundays.

*Commercial and complex orders may be subject to additional delivery fees.

FAQ

Return Deliveries

If you choose to return your items for any other reason besides manufacturers defect, there will be a 20% restocking fee and you will be held responsible for the returned delivery charge.

Rescheduling Delivery Dates

All requests to change your delivery must be made by emailing our customer service team at Jason@shelterfurniture.ca at least 48 hours prior to the scheduled delivery time. If you do not communicate with us within a 48 hours time frame, changes to delivery will require an additional delivery fee.

COVID-19 Restrictions

 New COVID-19 Safety standards for all deliveries have been implemented and include: driver health screenings, practicing social distancing as much as possible, face coverings and protective gloves, frequent hand washing and hand sanitizing as well as regular cleaning and disinfecting of the truck cab.

 DELIVERY TIPS

 Measuring Before You Order

Before you place your order, be sure to measure the entryway into your home. If items cannot fit into your home, we do not refund delivery fees and the item(s) are bound by the specific item’s return policy

Space measuring services staring at $150 in the GTA* 

• Once you decide on a piece of furniture and you are uncertain as to whether the furniture measurements can be accommodated by your space, we are pleased to offer a space measuring service where by our service technician can visit your home to measure doorways, hallways and entrances to ensure that your items will fit into your desired space.
• Once your order has been confirmed, you would be eligible for a credit for 50% towards the service measurement fee.

 Inspecting Your Merchandise

• Our team thoroughly inspects every product before it leaves our warehouse and you (or the person you’ve deemed responsible as your designate) must take the time to inspect the merchandise to make sure that there are no damages or manufacturer defects.
• Many items are hand-crafted and utilize natural materials and therefore one can expect variations between a floor model, photos, or swatches.
• Upon pick-up or delivery, you will be asked to sign as acceptance of your merchandise and affirm that it is free of damage and manufacturer defects. If you should notice any damages or manufacturer defects upon delivery, please email our customer service manager at Jason@shelterfurniture.ca with images of the damages so that we can properly assess the nature of the issue and deal with it accordingly.
• Failure to provide immediate notification of damages or manufacturer defects may impede your ability to submit a claim for resolution.
• Please note that after we have been made aware of the issue, it may take up to five business days to formulate a plan that addresses your claim. Depending on the nature of the claim, we may have one of our trained technicians resolve the issue to your satisfaction, arrange a replacement of the product altogether or offer an alternate product if stock of the original item is not readily available.