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Shipping & Return Policies

SHIPPING POLICIES

Shipping Lead Times

Shipping lead-time on non-custom furniture items is normally 1- 2weeks. If an item is out of stock and requires a longer than normal lead-time, we will notify you before processing your purchase.

Shipping lead-time on custom items is normally 4- 10 weeks as indicated on the product page. If a custom item requires a longer than normal lead-time, we will notify you before processing your purchase.

SHIPPING METHODS

Non-Furniture Items:

The majority of our non-furniture items ship via Canpar ground unless otherwise indicated or requested.

The cost of shipping for most non-furniture items is a flat rate of $15 per purchase to most cities and towns located in Canada. Items that are unusually large or heavy, or shipping to remote areas may be subject to additional charges. If additional charges apply, we will notify you before processing your purchase.

Please inspect your package(s) for damage before accepting and signing for the receipt of your (package(s). Indicate any damage to the packaging on the bill of lading. Ca

ll us within 24 hours if you have any issues or concerns with your product so that we may assist with your claim.

Furniture Items:

Drop Shipping or Freight Forward

Drop Shipping or Freight Forward Shipping is available on certain items as indicated on the product page. Drop Shipping or Freight Forward rates are calculated at 15% of pre-tax purchase price. Drop Shipping or Freight Forward is a curbside service, and the customer is responsible for unpackaging, assembly, and moving the product into their home. Some assembly may be required.

The Urban Settler is not responsible for damage caused by the freight company.

Please inspect your package(s) for damage before accepting and signing for the receipt of your package(s). Indicate any damage to the packaging on the bill of lading. Call us within 24 hours if you have any issues or concerns so that we may assist with your claim.

URBAN SETTLER WHITE GLOVE SERVICE

Urban Settler White Glove Service is a blanket wrap service. Your furniture is delivered in one of our company vehicles, put in place, and assembled by Urban Settler Employees. Your product is fully insured by us and we accept responsibility for damage caused during shipping. If damage occurs during shipping, your furniture will be repaired or replaced as soon as possible by Urban Settler.

Unfortunately for insurance reasons, we are unable to move or remove existing furniture, mount TV’s, or connect any electrical items. Please be sure that the delivery area is clean and clear prior to your delivery appointment.

We provide Urban Settler White Glove Service to the following regions/cities at flat rates, unless otherwise negotiated. Lower rates may apply to large orders, or if they are part of a scheduled delivery run.

Fernie: $90
Sparwood: $140
Elkford: $225
Elko: $140
Jaffrey: $185
Cranbrook: $255
Kimberly: $330
Invermere: $475
Lethbridge: $475
Calgary: $500
Medicine Hat: $650
Whitefish/Kalispell $425 (includes brokerage, duties may apply)
Lakeside/Big Fork $475 (includes brokerage, duties may apply)

 

Urban Settler White Glove Service is available to all areas of BC and Alberta and rates are negotiated on a custom basis.

URBAN SETTLER WHITE GLOVE SERVICE TERMS AND CONDITIONS

Additional rates may apply for properties that are difficult to access such as apartments or condominium buildings with under-sized elevators, or home with difficult staircases, hallways, or steep terrain.
  1. The customer will be asked to fill in a basic questionnaire prior to delivery with facts about the property. The customer is responsible to make sure that the questionnaire is filled out accurately.
  2. The customer is responsible to ensure that their home can accommodate the furniture and that access through doorways, hallways, and staircases is adequate.
  3. Please ensure that there is adequate parking or a designated loading area. Our truck requires a minimum of 50ft in length, and 12 ft in height.
  4. Please ensure where necessary that the elevator is booked for the scheduled delivery time.
  5. The delivery access and delivery area must be cleared of all items to provide safe and adequate access for our staff.
  6. Delivery personnel have the right to refuse delivery if they feel that there is a risk of personal injury, damage to the product, or the possibility of damage to the customer’s residence.

Failure to comply with the conditions listed above may result in an incomplete delivery at the customer’s expense.

 

BLANKET WRAP SERVICE BY A MOVING COMPANY

Blanket Wrap Service by a Moving Company includes un-packing, with your furniture put in place, inspected, and assembled by the moving company. The moving company will insure your furniture, and any damage claims will be made against the moving company.

Blanket Wrap Service is available to greater Vancouver and Calgary at a rate of 15% of pre-tax purchase price.

Blanket Wrap Service is available to greater Vancouver for Van Gogh products at a flat rate of $100 per item.

Blanket Wrap Service is available to any city/region in North America and rates are determined on a custom quote basis.

Blanket Wrap Service does not include the removal of existing furniture, mounting of TV’s, or connection of any electrical items.

Please inspect your items for damage before accepting and signing for the receipt of your items. Indicate any damage on the bill of lading. The moving company will insure your furniture. Call us within 24 hours if you have any issues or concerns so that we may assist with your claim. 

STORE PICK-UPS

Only small furniture items, home décor, and accessory items may be picked up directly from our store. We are not responsible for items damaged during transportation.

Please be prepared with proper protective wrap for your purchases, and an extra person to assist you with loading. For insurance reasons, our sales staff cannot help load product into customer’s vehicles.

Warehouse pick-ups

Large furniture items may be picked up at our warehouse. Our warehouse team will assist in loading your furniture, however the customer is responsible for proper wrapping and securing of the load. We are not responsible for items damaged during transportation by the customer.

Shipping outside of Canada

We will provide a quote on all shipments outside of Canada prior to processing your purchase. Quotes will include all applicable taxes, duties, and shipping costs.

 

RETURNS

Home Décor and Accessories Return Policy:

Regular priced home décor and accessory items may be returned with any original packaging and in new and unused condition for a full refund within 14 days of purchase. All returns must be accompanied with an original receipt.

 

Gifts Return Policy:

If a purchase is for a gift please let us know so that we may issue a gift receipt. If the gift is not absolutely perfect, it can be returned in new and unused condition with any original packaging within 30 days of purchase, and we will be happy to transfer the value of the purchase to an Urban Settler gift card with no expiry date.

 

Furniture Return Policy:

Regularly Stocked (non custom) Items: Please inspect your furniture for defects or within 24 hrs of delivery. We will be happy to replace defective product free of charge.

Returns: Furniture may be returned with any original packaging and a receipt, in new and unused condition, for a full refund within 14 days of purchase. A re-stocking fee of 15% will be charged in addition to any return shipping charges.

Exchanges: Furniture may be exchanged or returned for store credit within 14 days of purchase with a receipt and any original packaging and in new and unused condition. There are no re-stocking fees on exchanges. Return shipping charges may apply.

Custom Furniture Policy:

Custom orders are initiated immediately upon order and are made to your specifications. Custom orders cannot be cancelled, changed, returned, refunded, or exchanged. A non-refundable deposit of 50% will be taken when the order is placed, and the balance will be charged upon shipping.