How Will My Order Ship?
Most shipments are sent ground courier (Purolator, UPS, or Canada Post) with signature required.
Any Exceptions I Should Be Aware Of?
- Deliveries are not typically made on Saturdays or Sundays
- We cannot ship to P.O. Boxes
How do I check the status of my order?
If you have not received a tracking number via email, please send inquiry to firstname.lastname@example.org
How do I track a package?
You will receive an email confirmation with tracking information as soon as your item is shipped.
What do I do if I'm missing items from my order?
Please check your packing slip included in shipment for any notes on backordered items. Sometimes items are shipped from different Distribution Centres and will not be included in first shipment. Contact us at email@example.com or send a message through your account for more details pertaining to the specifics of your order.
If you are missing an item, check your account to verify that all of your items in the order have a status of Shipped. If the missing item in question has shipped check the tracking number for that item. Items may ship from different warehouses and will not arrive together.
Tracking says "Delivered" but item not received
Occasionally, a carrier will scan a package as delivered before it arrives at the final destination. It may take an additional day or two for your package to be delivered.
If the package doesn't arrive within a day or two of shipment date please contact us for further tracing. Most items require a signature for delivery, and attempted delivery notice will be left if carrier could not drop package.
Check with members of your household, neighbors, doormen, and the front desk to see if someone accepted delivery.
Look around your delivery area. Carriers try to leave packages in safe locations. Typical spots include under porches, under benches, back doors, and around garages.
Check your mailbox. Some smaller items are placed there.
Look for an attempted delivery notice. If the carrier feels it is unsafe to leave your package at your residence, the driver will leave an attempted delivery notice.
Once you have verified that shipment did not take place, or that the carrier is not holding the package contact us for further investigation. Please note our policy for lost or missing shipments is to exhaust the tracking with the carrier and submit a claim before processing a duplicate order. Shipment will be replaced at that point, or a store credit.
Delivery & Fullfilment Time
What does "Awaiting Fulfilment" Status on my order mean?
If your order status is "Awaiting Fulfillment" it means that we have processed your order with our Distribution Centre and are awaiting for them to package and send the shipment. Not all items are stocked in our Distribution Centre and will need to be ordered from the Manufacturer.
How long will it take to fulfil my order?
Items in stock in the Distribution Centre take 5-10 Business Days to reach the shipping location. Typically this is closer to 5 Business Days.
- Specialty Finishes
- Non-Stock Items that come direct from Manufacturer
- Large Items requiring freight delivery
Please contact us for estimated delivery time on items you wish to order