Shipping Policy

Shipping Rates

Free Shipping: Available Canada-wide on select orders over $1000 CAD.

White Glove Delivery: Now available across Canada, with some exceptions based on location and availability. Pricing starts at $249 to upgrade to White Glove Service. Simply select the option at checkout. For specific availability, please contact us.

Scheduled Delivery: Carriers aim to provide appointments and accommodate delivery date requests but may refuse specific days based on location and availability.

Region	Included Provinces	Shipping Rate
Western Canada	BC, AB, MB, SK	Free over $1000, $149 below
Central Canada	ON, QC	Free over $1000, $149 below
Atlantic Canada	PEI, NB, NS, NL	Starts at $149
Territories	YT, NT, NU	Carrier calculated at checkout
USA	All States	Carrier calculated at checkout

Delivery Options Within Canada

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

Room of Choice Delivery (ROC)

Default service level – Free on orders over $1000 in select provinces.

Available in: Select areas within Canada (excludes Atlantic provinces and Territories).

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 & Tracking:

You'll receive an email to book your delivery appointment
Live tracking available on the delivery day

2. White Glove Service (WGS)

Available Canada-wide, with some exceptions based on location and availability.

Includes:

Delivery to your room of choice
Full unboxing and setup of your furniture
Packaging removal

Pricing & Availability:

Starts at $249 to upgrade to White Glove Service
For specific availability and a quote, please contact us

Appointment Scheduling & Tracking:

You'll receive an email to schedule your delivery online
Live tracking available on the day of delivery

3. Freight Carrier Service (FCS)

Available Canada-Wide: Delivered by third-party freight carriers.

By default, we offer Room of Choice delivery. If Room of Choice is unavailable due to location or carrier limitations, delivery may be curbside on a pallet.

Includes:

Room of Choice Delivery (where available): Delivery to your preferred room (up to 2 flights of stairs).
Curbside Delivery (if Room of Choice is unavailable): Delivery to the front door of your building on a pallet.
No unboxing, room placement, or setup included.

Appointment Scheduling & Rescheduling:

The freight carrier will contact you to arrange a delivery time.
Customers must contact the carrier directly for any rescheduling.

Delivery Day Expectations

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.

White Glove Service – What to Expect

Our delivery team will contact you to schedule your 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.

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. Auto-calculated at checkout.

Duties & Taxes: Customers are responsible for applicable duties and taxes. Auto-calculated at checkout.

Customs Clearance: Available upon request. Your SSN/ITIN is required for orders with a value over $2,500 USD.

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.

Why the Fee: The fee covers the labor and services needed to safely return the items to our warehouse.

Contact Us: If you have any questions or need assistance with your delivery appointment, our friendly customer service team is ready to help.

Custom Orders

Standard Lead Time: The estimated lead time for custom orders ranges from 8 to 12 weeks. This estimate excludes the Order Processing Time.

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.

Read our Custom Order Policy for more information.

Order Processing Time

In Stock Orders: Setup for shipment within 24-48 hours; tracking info emailed within 2-4 business days.

Custom Orders: Processed within 5-7 business days after arrival at the warehouse. Processing time is additional to the lead time stated in the Custom Order Policy.

Tracking Updates: May take 5-7 business days to show live updates.

Delayed Delivery Service

Email hello@couchhaus.com before placing your order if you cannot accept delivery during a specific period.

Post-Order Conflicts: Inform us before shipment if a delivery conflict arises.

Storage: Temporary storage is available for a monthly fee, starting at $40 per month per pallet. Storage fees vary based on size requirements and are charged on a full-month basis and cannot be pro-rated.

Changes: Submit written notice 5 business days before shipment for any consignee or shipping method changes.

Unreachable Customers: After 15 days of unsuccessful contact, the order is forfeited, and CouchHaus handles it at their discretion.

Additional Information

Lead Times: Custom orders have an estimated lead time of 8–12 weeks, excluding weekends and holidays. Read our Custom Order Policy for more information.

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.

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Last Updated: February 23, 2025