SHIPPING, RETURNS, REFUNDS

Shipping & Return Policy

  • Please allow up to 2 business days for customer service to process your order after it is placed.
  • We will confirm stock availability and if there is any backorders or delays in shipping.
  • All online orders are shipped from our warehouse in Brampton, On only once a week, (in stock online orders will ship from our warehouse usually about one week after an order is placed)
  • The delivery estimate to your area may vary depending on which part of the country you live in. For example: delivery to Ontario and Quebec could take about 21 business days to arrive to your home. (our only distribution centre is located in Brampton, Ont)
  • Additional delivery fees may also be applicable to any remote or hard to reach delivery areas outside major cities and towns. 
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    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.

    REFUND POLICY
    Sterling House Interiors carefully inspects each item prior to shipment, and also requires your inspection and signature upon delivery.  You may return your product within 7 days of receiving your shipment, items must be in their original packaging to qualify for a refund (please do not assemble or modify the product in any way). Few exceptions that cannot be returned include: Clearance items and special ordered items i.e. upholstery. Should you discover a defect in your furniture, please contact us at info@sterlinghouse.ca within 24 hours of receiving your product. Shipping charges are non-refundable and taxes are charged according to state or local laws. Duties may apply at your cost.

    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 info@sterlinghouse.ca

    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.

    1. This is a curbside delivery service. Delivery personnel will unload the item from the truck and place it curbside or your driveway area.
    2. 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.
    3. 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 info@sterlinghouse.ca  within 48 hours of receiving delivery. Photos of damaged item(s) are required.
    4. Delivery does not include removal or disposal of old/used furniture.

    5. Delivery personnel do not install handles, knobs, or shelves.

    White Glove Delivery on Online Orders (Option 2)

    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.

    1. 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.
    2. Delivery does not include removal or disposal of old/used furniture.

    3. 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 Pickups

      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.