Shipping Policy

 

 

Custom Orders

• Standard Lead Time: The estimated lead time for custom orders ranges from 8 to 12 weeks. This excludes Order Processing Times.
• Production and Delivery: Production and delivery lead times are estimates and may be subject to change. We strive to deliver your custom furniture as quickly as possible while maintaining the highest standards of quality.

Delivery Options Within Canada

At CouchHaus, we offer multiple delivery options tailored to your needs:

1. White Glove Service (WGS)

• Available in: Greater Vancouver, Greater Calgary, and Greater Toronto areas.
• Includes:
  • Delivery to your room of choice.
  • Full unboxing and setup of your furniture.Packaging removal.
    
• Appointment Scheduling: You'll receive an email to schedule your delivery online.
• Live Tracking: Available on the day of delivery.
• Support: Live chat and email support via GoBolt (no phone support).

2. Room of Choice Delivery (ROC)

• Available in: Select areas within Canada.
• Includes:
  • Delivery to your preferred room (up to 2 flights of stairs).
  • Placement of furniture in the desired location.
  • Does not include unboxing, assembly, or packaging removal.
    
• Appointment Scheduling: You'll receive an email from GoBolt to book your delivery appointment.
• Live Tracking: Real-time tracking available on the delivery day.
• Support: Live chat and email support via GoBolt.

3. Freight Carrier Service (FCS)

• Available Nationwide: Delivered by third-party freight carriers.
• Includes:
• Curbside delivery or to the front door of your building.
• Delivered on a pallet (no unboxing, room placement, or setup).
• Appointment Scheduling: The freight carrier will contact you to arrange a delivery time.
• Rescheduling: Customers must contact the carrier directly.

Delivery Day Expectations

Free Shipping – What to Expect

• Our drivers will call en route to your home.
• Standard delivery includes delivery of the product to the door.
• Please watch for the team and open the door upon arrival.

White Glove Service – What to Expect

• Our delivery team will contact you to schedule your delivery appointment.
• On the day of delivery, you'll receive live tracking information.
• The team will deliver the furniture to your room of choice, unbox, assemble, and remove packaging materials.

Room of Choice Delivery – What to Expect

• Our delivery partner, GoBolt, will email you to schedule your delivery.
• On the day of delivery, you'll receive live tracking information.
• The team will deliver the furniture to your preferred room (up to 2 flights of stairs) and place it in the desired location.
• Note: This service does not include unboxing, assembly, or packaging removal.

Freight Carrier Service – What to Expect

• The freight carrier will contact you to arrange a delivery appointment.
• Delivery will be curbside or to the front door of your building.
• The furniture will be delivered on a pallet and will not include unboxing, room placement, or setup.

Shipping Policy for the United States

• Shipping Rates: Calculated on a case-by-case basis.
• Duties & Taxes: Customers are responsible for applicable duties and taxes.
• Customs Clearance: Available upon request.

Order Processing Times

• In-Stock Orders: Processed within 24-48 hours. Tracking details are provided within 2-4 business days.
• Custom Orders: Processed within 5-7 business days after arriving at the warehouse (additional to production lead time).

Missed Delivery Appointments

• Rescheduling Fee: $150 if you miss your appointment.
• Return Option: A $150 return shipping fee will be deducted from your refund if the return order pick up has to be rescheduled.

Additional Information

• Lead Times: Custom orders have an estimated lead time of 8–12 weeks, excluding weekends and holidays.
• Delays: External factors such as weather events, pandemics, port strikes, or labor disputes may cause delays.
• Customer Support: For any questions, contact us at hello@couchhaus.com or call +1 (604) 330-1855.

Last Updated: February 2, 2025