Casten - Area Rug
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Once your order is placed and the stock is confirmed at our warehouse, we will schedule a delivery date with you based on your location and availability. Order with multiple items is shipped out once all the items are in-stock at our warehouse.
Please continue reading to analyze all the options available to our customers.
Delivery Schedule and Appointments*
Our distribution center covers deliveries across locations from Chilliwack to North Vancouver. Delivery appointments for these are scheduled between 8 AM – 4 PM Tuesday through Saturday. Delivery teams call on the morning of the scheduled delivery date and provide you with a 2-3-hour window. As we outsource our out-of-town deliveries, the schedule for those locations is subjected to availability and thus can vary.
Please ensure that the recipient present at time of delivery must be of legal age.
If you have any questions, please contact us at email@example.com for more details.
Drop-Off Delivery (Option 1)
Any product delivered under our Drop-Off Delivery Service will be left in original factory packaging and delivered to the front door or garage of the customer’s residence. Please note that the products will not be placed inside the home.
The delivery cost varies according to the location and will be calculated for you during the checkout process.
Delivery and Setup (Option 2)
Under this option, the delivery personnel will deliver to your room of choice, assemble item(s), and remove packaging.
To upgrade to this service there is an additional charge (can be added at checkout for online orders) and any additional requests are subjected to extra fees. The total shipping cost will be calculated for you during the checkout process.
Please note, delivery teams will NOT move or rearrange pre-existing furniture or merchandise for liability reasons. Delivery teams are limited to handling only products on the Bill of Sale being delivered that day. Also, please be aware that the delivery teams do not install handles, knobs, or shelves.
Customer Pick-Ups (Option 3)
Pickup of products ordered online, or in-store are available at no charge from our distribution center in Surrey. For distribution center’s timings and contact info, please CLICK HERE
Please note the following (applicable to all options)
Please measure all doorways, hallways, architectural features, and room sizes to ensure all the furniture items fit properly. Cancellation due to error in measurements will be subjected to a 20% restocking fee and can only be exchanged. Multiple delivery/shipping charges will also be applicable.
Please be aware that for apartments and condo buildings, we only deliver through elevator access.
Damage or missing items must be disclosed to us within 72 hours (3 days) of delivery by contacting us at firstname.lastname@example.org, as well as documenting damage via photos and a detailed description.
If access is limited or unsafe the delivery personnel has the right to refuse delivery. In this case the store will be notified, and the customer will be contacted to discuss further steps.
We try to give the most accurate time window for the arrival of our special-order items; however, there might be some delays. Certain factors like production delays, custom clearances, shipping delays may result in the delivery date to be pushed. In this case, the customer is notified through email or call.
*Some areas of British Columbia, 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.
Due to Covid-19 precautions and for the health and safety of our customers, all mattresses, pillows, and bedding accessories are considered final sale. Any approved exchanges will be from the manufacturer’s warranty coverage and guidelines.
We categorize in-stock items as the ones that are available for immediate pick-up/delivery and are part of our stock program at our warehouse. After purchase, if unhappy with the product, customers can return for an in-store credit or exchange within 3 days of their purchase.
All returns & exchanges, whether shipped or unshipped, will be subjected to a deduction of shipping costs and 20% restocking fees. Please ensure that the products are in their original condition and packaging.
Special Order Items
Our special-order items, including custom made items are all final sale. These cannot be returned, canceled or exchanged.
Clearance / As-Is Items
All clearance and as-is items are considered final sale. No refunds and exchanges are applicable on them.
Note to customers:
Please be aware that the natural characteristics of leather, marble, and wood make them have slight variations and are thus, not considered as defects. Also, colors and textures of furniture may appear slightly different under lighting in your home than on a computer screen and under lighting in our showrooms.
If any item(s) arrive damaged or defective, simply note any damage upon delivery and email pictures of the defective furniture to email@example.com within 3 days of receiving items.