Shipping/Pickups & Return Policy
Please call us 30 minutes prior to arrival so that our warehouse team or store staff can prepare your order for pick-up.
Hours of Operation
Monday - Saturday
10:30AM - 5:30PM
* Shelter's warehouse team or store staff will be available to assist with loading products into your vehicle. Please inspect your products before leaving. Shelter holds no responsibility for damage after the products leave our warehouse unless it is a manufacturer's defect.
At Shelter, we provide a third-party white glove delivery service that includes assembly and the removal of all packaging of your new furniture. Please advise the delivery team where you would like to have your furniture placed. Delivery rates are available; click here to view.
Please give us at least two business days' notice prior to booking delivery for your preferred delivery date.
If you are in a condo or apartment, make sure the elevator is booked for delivery date and time window.
The delivery team will give you a call 30 minutes prior to their arrival. Delivery times are booked for a three hour window (e.g. 10AM-1PM).
We are unable to provide an exact time for delivery. Please make yourself available for the three hour window you have been scheduled for.
Our third-party delivery company also provides delivery of pendant lighting and artwork. However, they do not provide pendant lighting installation, as this requires a certified electrician. In the case of artwork, the delivery team will also not do installation due to liability concerns.
Cancellations & Re-booking
If your delivery needs to be rescheduled, please call us two business days prior to your originally scheduled delivery. If you have to cancel the day before or on the day of delivery, a $95 cancellation fee will be applied when you reschedule your delivery.
Please call us at (416) 783-3333 to reschedule or cancel your delivery booking.
Tips for Ordering and Delivery
Measuring Your Space
- We want you to be satisfied with your experience at Shelter and with the white glove delivery service our third-party delivery company offers. However, it is the customer’s responsibility to make sure every entryway, wall and space is measured to ensure your furniture will fit where you intend it to be placed.
Inspection of Merchandise
- Our warehouse team ensures full inspection of all brand new items that leave our warehouse if the box or packaging indicates any possible damages within.
- Some products at Shelter are one of a kind and will have natural markings due to the nature of the composition (e.g. solid wood, marble, etc.).
- Floor models may have slight damages, imperfections or defects. An inspection sheet needs to be signed for all floor model purchases where such issues will be noted.
- Once products 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. If the delivery takes place after hours, please call us as soon as possible when we open the following day.
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.