Kaitlan Hybrid - Firm

Shipping Policy

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 sales@jagsfurniture.ca for more details.

Curbside Drop-Off Delivery (Option 1)

Any product delivered under our Curbside 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. For apartment and condo buildings, the product will be placed at the loading dock or the lobby area. Delivery personnel will not drop off your order at the front door of your apartment.

Please note for deliveries beyond the Greater Vancouver and Fraser Valley regions, we use a third-party logistics company. Your order may take up to 2 to 3 weeks to arrive depending on the weather, other external factors, and the route capacity of the transport company. Due to current supply chain delays, your order may take longer to arrive. If it does not arrive in the stipulated time, please contact orders@jasgfurniture.ca.

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. Note: This option is only available in select cities, and will appear on the shopping cart page as 'Drop-Off Delivery With Setup Option' if available.

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.

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.

Returns Policy

Sleep Products

Due to sanitary reasons, all sleep products are strictly final sale, whether shipped or unshipped. This includes mattresses, adjustable bases, protectors, pillows, murphy beds, and bedding accessories. Any approved exchanges will be from the manufacturer’s warranty coverage and guidelines.

In-Stock Furniture Items

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. It is the customer’s responsibility to inspect the merchandise at the time of delivery/pickup. Jag’s Furniture & Mattress is not responsible for any damage to product after delivery to the premises, and/or damages to picked up merchandise during or after it is placed in your vehicle/mode of transportation. Jag’s Furniture & Mattress is not responsible for any damage to customer’s premises and/or vehicle/mode of transportation because of forced fitted delivery and/or placement. Please note that special-order products and selected in-stock merchandise are not subjected to any returns and exchanges. All sales are final.

Any damage/defect must be noted on the delivery/pickup copy at the time of receipt of products.

Special Order Items

Our special-order items, including custom made items are all final sale. These cannot be returned, canceled or exchanged under any circumstances.

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 customerservice@jagsfurniture.ca within 3 days of receiving items.