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    Pickup Instructions

    Please call us 30 minutes prior to your arrival so that our warehouse team can prepare your items for pickup. However, upon arrival you must visit our showroom at 885 Caledonia Rd, to get a pickup-slip so that the warehouse can release your product.


    Pickup Hours                                                          

    Hours of Operation

    Monday - Saturday

    10:30 am  -  5:30 pm




    * Shelter's warehouse team will be available to assist with loading products onto your vehicle. Please inspect your product before leaving. Shelter holds no responsibility for damage after the products leave our warehouse unless it is a manufacturer defect.




    At Shelter Furniture we provide third-party white glove delivery service that includes assembly of the furniture and removal of packaging.  Advise the delivery team as to where you would like to have your furniture placed. Delivery rates are available, click here to view.



    Please give us 2-3 business days notice of the date and time you want to book your delivery.  We will schedule your delivery with the best time slot available to meet your request.  Once delivery is booked, we will send you an email or phone confirmation.

    * If you are in a condo or apartment, please make sure the elevator is booked for the time slot indicated.

    Delivery Process

    The delivery team will give you a call 30 minutes prior to their arrival. Delivery times with booked with 3-hour windows (ex. 10am-1pm).  

    We are unable to provide an exact time for delivery as the delivery team has multiple deliveries scheduled everyday day.

    Delivery Limitations

    Our third-party service provides delivery of lighting and artwork however; they do not provide lighting installation as this requires a certified electrician. In the case of artwork, the delivery team are not trained to install artwork in your home for reason of liability. 

    If any existing furniture needs to be moved, please give us a call. Additional fees may apply.

    Cancellations & Re-booking

    If any schedule needs to be changed, please call us within 2 business days prior to your delivery.  If the delivery is cancelled the day before or on the day of delivery, there will be a $50 cancellation fee applied when you re-book the delivery.

    Please call us at 416 783 3333 to cancel or rebook your delivery date and time.


    Tips for Ordering and Delivery 

    Measuring Your Space

    • We want you to be satisfied with furniture purchased from Shelter.  It is the customer’s responsibility to make sure every entryway, wall and space is measured to ensure the furniture will fit.


      Inspection of Merchandise

      • Our warehouse team ensures that every product that leaves our warehouse is inspected thoroughly to avoid any damage.
      • Some items from Shelter are one of a kind and will have natural markings due to the nature of wood & marble.
      • All floor models may have some minor imperfections on the product. 
      • Once items are delivered, an inspection sheet will be provided by the delivery company to ensure your furniture has been received in good condition.
      • If any damages occur during your delivery, please call us at (416) 783-3333 immediately while the delivery team is still present in your home so we can best assist you directly. When the delivery take place after hours, please call us ASAP the following morning.




      In-Stock Furniture

      All regular priced in-stock furniture can be returned within 7 days of purchase.  Your refund will be reduced by a re-stocking fee equal to 25% of the purchase price.  Delivery fees are non refundable and the customer is responsible for the delivery fees to have item(s) returned to Shelter's Warehouse. All sale, clearance, one of a kind, floor models and special order furniture are final sale and not eligible for return. 

      Special Order and Custom Products

      All custom and special orders are non-cancellable, non-refundable and non-returnable.

      Other Products not Eligible for Return

      For products such as pillows, blankets, mirror, clocks, lighting and accessories, they are not eligible to be returned to Shelter. The purchases will be considered a final sale.


      Any products that is accepted for return must be in the original condition with the original invoice.  All returns will be credited using the original method of payment.  Cash and Cheque returns will be mailed within 14 days. 

      Delivery charges are not refundable. Please note that all refunds will be take 8-10 business days for it to appear on your bank statement.