Shipping and Delivery

What can I expect during delivery?

All orders include Basic Home Delivery to the driveway of your home or office in major Canadian markets*. You may need the assistance of a friend or family member to help offload your furniture from the delivery truck and into your home. It is the customer’s responsibility to bring the items inside their premise, assemble if necessary, and dispose of all packaging.

Smaller items may ship with a small carrier, such as Purolator or CanPar. These items will be taken off the truck and brought to the first covered area of your home. If a particular item can only ship with a small carrier, we cannot offer any upgraded delivery service options.

Look for any rips, tears, or dents and make sure they are noted on the delivery receipt before signing.

If the driver has a portable signature device and you see damages to the boxes, please sign for the delivery as "damaged".

We request that you do not refuse the delivery if you see damages on the boxes. Just because the boxes are damaged doesn’t mean the actual item itself is. Refusing delivery also makes it much more difficult to address any claims as we will have to get the information from the shipping company.  That's not always that easy.

All deliveries must be signed by an adult of legal age.

*Major markets include Vancouver, Victoria, Edmonton, Calgary, Toronto, Ottawa, Montreal, Quebec City and their surrounding areas.  Many more Canadian cities not listed here are also included.  Please contact us for more information and to see if your order qualifies.  

How much is shipping?

FREE Basic Home Delivery where you help unload is included to the driveway or curb depending on where you are located and what you are ordering.

Remote surcharges may apply on orders delivered outside of major markets and in remote locations. For more details on what is considered remote see below. Please contact us for more information as it's pretty easy to determine any extra shipping fees. 

What is considered remote?

On occasion, our carriers may deem a certain area, based on postal code, to be a 'remote' delivery location.  This is because the carrier does not perform regular delivery in these areas and as a result, scheduling of dedicated routes is required with Urban Cali being charged remote delivery fees for these services.  These fees can range anywhere from $25 to several hundred dollars based on customer location.

Should your delivery address fall within a 'remote' delivery location, you will be contacted prior to shipment, informed of the charges and have the option to accept the carriers surcharge or cancel your order at that point should you not wish to proceed.

Unfortunately, these fees are non-negotiable.

What upgraded delivery services do you offer?

We have three upgraded delivery options available for your order in major Canadian market areas* and many other surrounding areas:

  1. $49.00 Home Delivery: Power Tail Lift Service: Includes curbside delivery to the driveway of your home or office. Your furniture will be lowered to ground level by the driver. The Power Tail Lift Service covers all packages on your order. You may need the assistance of a friend or family member to help move the boxes from the delivery truck and into your home. It is the customer's responsibility to bring the items inside their premise, assemble if necessary, and dispose of all packaging.

  2. $199.00 Inside Placement*: Inside Placement Delivery includes two delivery persons who will place your furniture into the designated room of choice. This service covers carrying the product up a maximum of two (2) flights of stairs, unless a service elevator is available. There will be an additional fee of $35.00 per flight of stairs in excess of two (2) flights. You will be responsible for assembly if necessary, and disposal of all packaging. The delivery agents will not move any existing furniture nor remove any existing debris (such as old mattresses). Please have your room free and clear on your scheduled delivery date. The delivery company will contact you to arrange a delivery date.

  3. $349.99 White Glove Delivery*: White Glove Delivery includes removal of packaging materials and assembly by two delivery persons. The delivery agents will not move any existing furniture nor remove any existing debris (such as old mattresses). Please have your room free and clear on your scheduled delivery date. These delivery agents cannot install mirrors or any such items onto walls or hookup any electrical components/wires. You are required upon completion of delivery to sign the freight bill indicating that you received your order in full, that there were no damages or defects and that the assembly was completed. Any damage to the product or incomplete assembly that is not noted on the delivery slip will be the responsibility of the customer. The delivery company will contact you to arrange a delivery date.

Can I choose what time the delivery is for, or a specific date?

Once the order is picked up by the carrier, or in the local area, the delivery company will contact you to arrange a delivery time that will work for you and the delivery company’s schedule. We will do our best to have an order delivered around a certain day or time, however, as we do rely on third party carriers to do deliveries we can not guarantee any delivery date or time.