ONLINE ORDERS SHIPPING POLICY
Our standard online shipping is about 7 to 21 business days once an item is shipped from our main warehouse. Each order with multiple items on it, is shipped out complete only. All online orders are shipped out together once a week from our warehouse, we do not ship out everyday. Business days at our shipping warehouse are from Tuesday through Friday excluding statutory holidays.
Returns, Exchanges, and Cancellations
Damages and issues
Please inspect your order upon reception and contact us by email immediately if the item is defective, damaged or if you receive the wrong item. We will evaluate the issue and make it right. We will provide support if the damage or issue is notified within 24 hours of delivery. If you receive the wrong item advise us within 24 hours from delivery so we can correct the issue. Customers are responsible for ensuring the items ordered will fit inside their home. If an item does not fit then the typical restocking fee applies and funds will be in-store credit only.
Returns and Refunds
Please contact us via email (firstname.lastname@example.org) as soon as possible with a detailed description of the issue along with a photo. Also, include your order number, the date your order was delivered while requesting a return. To be eligible for a return, your item must be in the same condition that you received it, unassembled and unused, in its original packaging. You’ll also need the receipt or proof of purchase.
Any mattresses and customized items are FINAL SALE.
- You have 5 calendar days to return an item from the date you received it.
- Items have to be un-assembled (never assembled) and in original packaging and without any damages
- There will be a charge of restocking fee of 25% of the final price of the product.
- We underline that the buyer is responsible for the return shipping costs.
- All mattresses are final sale items due to hygiene reasons.
- Custom and Made-To-Order items cannot be returned, exchanged or refunded.
We are always glad to help our customers in the best way possible. We do allow cancellations for FULL refunds for our customers as long as all of the following criteria is satisfied:
- The item(s) that you have purchased is not in our possession
- The item(s) are not in transit to us from the supplier
- We can cancel the order with the supplier
There is a 35% cancellation fee to cancel an order that does not satisfy the above listed criteria.
If a piece of an item is in our possession or in transit the cancellation fee applies to the whole item (e.g. for an order of a dining table, the legs arrive and the top does not, the fee applies to the whole dining table).
If you would like to remove an item from your order, we can remove a single items as well. The item has to satisfy the above listed criteria to be eligible for a full refund or the cancellation fee of 35% applies.
Refund policy is subject to change without notice.
THERE IS NO CANCELLATIONS OR RETURNS ON CUSTOM OR MADE-TO-ORDER ITEMS.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at INFO@STERLINGHOUSE.CA Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at INFO@STERLINGHOUSE.CA and send your item to: 170 Bovaird Dr., Brampton ON l7a 1a2, Canada.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should return your product to: 170 Bovaird Dr. W, Brampton ON l7a1a2, Canada
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
SPECIAL ORDER ITEMS
Once your order is confirmed online for a special order item, we will order that item from the manufacturers warehouse. Product will ship to you within 7-21days after arrival into our warehouse. Once an item has shipped from our warehouse, it will take about 7 to 21 business days to reach your home depending on location of your city within the country. These are estimated shipping times only, there could be outside delays in production or shipping which are out of our control. We will notify you by email if there is any delays on your order.
Once your items are shipped from our warehouse a contact or tracking number will be emailed to you.
Delivery appointments for online orders will be scheduled between 10 AM – 5 PM Tuesday through Saturday. A 4 hour time slot will be provided.
On the arrival of your shipment you must confirm the number of cartons delivered is the same as listed on the bill of lading. If there is a discrepancy note this on the proof of delivery along with your signature.
Customer’s signature is required as proof of delivery.
If access is limited or unsafe the Delivery personnel has the right to refuse delivery. In this instance please contact us at email@example.com
Delivery dates are estimates only. Sterling House will not be liable for any damage, loss or expense incurred if specified dates are not met.
It is the customer’s responsibility to provide accurate shipping information. If a wrong address is provided additional charges are applicable.
It is the customer’s responsibility to be present at time of scheduled delivery. Failure to do so will result in additional charges.
Threshold Delivery on Online Orders (Option 1)
Threshold Delivery on all online orders.
- This is a curbside delivery service. Delivery personnel will unload the item from the truck and place it curbside or your driveway area.
- Transporting items into the home is the customer’s responsibility. Once items are delivered to the shipping address you provided, title and risk of loss of the products will pass on to you.
- Our delivery personnel will inspect for damaged cartons prior to delivery. However, if there happens to be any damage to cartons it must be noted on the proof of delivery slip. Items must be fully inspected within 48 hours of receiving shipment of goods. Any damages or defects on item(s) must be reported to firstname.lastname@example.org within 48 hours of receiving delivery. Photos of damaged item(s) are required.
Delivery does not include removal or disposal of old/used furniture.
Delivery personnel do not install handles, knobs, or shelves.
White Glove Delivery on Online Orders (Option 2) (NOT AVAILABLE DUE TO COVID)
White Glove Service will deliver to your room of choice, assemble item(s), and remove packaging. To upgrade to this service there is an additional charge. For any additional requests fees may apply.
- All item(s) must be inspected upon delivery. Any damages not noted on the delivery receipt will be assumed to have occurred after delivery, and therefore will be the responsibility of the purchaser.
Delivery does not include removal or disposal of old/used furniture.
Delivery personnel do not install handles, knobs, or shelves
Delivery Services are only available to the following areas
*Some areas of Canada may be restricted in receiving full delivery service. Additional Delivery charges may also be applicable for hard to reach cities and towns. Please call or email for details.
Customer pickup of furniture is available at no charge to all customers at our Warehouse Brampton, Ont, Canada warehouse. Pickup hours are Tuesdays through Saturdays, 10am to 5pm. Once your order is placed and stock is confirmed at our warehouse, we will email or call you to arrange a pickup date at our warehouse. (For any item picked up by customer from our Brampton, ON warehouse and taken to a residence outside of the Greater Toronto area, warranty will be covered, but customer must provide their own transportation if an item needs to be exchanged)
Sterling House offers no guarantee that colors will exactly match swatches and photographs, or that items will match one another exactly.