COVID-19 UPDATE: CURBSIDE PICK-UP & DELIVERY AVAILABLE

Shipping and Delivery

Shipping policy

Delivery

Stephen's Furniture offers delivery to the Greater Toronto Area and surrounding regions with local delivery partners. Delivery is free for online orders in the Greater Toronto Area and surrounding areas only. Please note that free delivery is the basic curb side delivery option.

Any estimated times provided are subject to change without notice and are never guaranteed. They could change to be sooner or later.

If you do not see any shipping options or there is an error at Checkout, please contact us via email, chat, or phone with the name of the product you are interested in and your postal code to provide you with an accurate shipping quote to your location.

CUSTOMERS ARE RESPONSIBLE FOR ENSURING THERE IS ENOUGH CLEARANCE FOR FURNITURE TO ENTER THEIR HOME. If furniture items do not fit, the standard return policy applies.

Order Confirmation

Once you place an order you will get a computer generated email confirming your order has been received by our team. 

Shipping Time

  • Shipping time and duration depends on the item and location it is being shipped to. In stock items are usually shipped within 1- 5 business days. DUE TO COVID-19 THERE ARE DELAYS ON ALL ORDERS. LEAD TIMES RANGE FROM 2-10 WEEKS OR LONGER DEPENDING ON THE ITEM.
  • Customised items are usually shipped between 3-7 weeks.
  • For items being shipped with a third-party carrier it will take up to 20 business days.

Shipment schedule 

  • Shipments are scheduled from Monday to Friday between 9:00 AM to 7:00 PM.
  • Our shipping team will call and set up a shipment day and timeframe.
  • Third Party shipments are only at the curb side or front door.
  • Premium Delivery service and assembly are available for an additional fee.

Returns

Please contact (email) us 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. 

Any sale items and customised 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 purchased 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.

Third Party Returns

Third Party returns need authorization and customers are fully responsible for the return shipping costs.

For the returns to be accepted and refunds to be issued:

  • You have 5 calendar days to return an item from the date you received it
  • Items have to be un-assembled and in original packaging
  • There will be a charge of restocking fee of 25% of the purchased 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

Exchange

In case of a Manufacturer defect or damaged item, please let us know within 5 days of receiving your order. Exchange request needs to be approved by our Customer Service associate. Please contact us via email (customerservicestephensfurniture@hotmail.com) as soon as possible with a detailed description of the issue along with a photo. Exchange Authorization number will be issued to further process the Exchange request.

  In order for us to accept your Exchange/return, the item must be: 

  • Items have to be un-assembled (never assembled) and in original packaging and without any damages.
  • Must Have an Authorization Number.

***Note: All mattresses and custom items are non-refundable and are final sale.

Pick Up

Once the item is ready for a pickup at your nearest location, a confirmation email will be sent.

When Picking up at our locations please make necessary transportation arrangements as per the item or call our Customer Service associate. 

Buyer is solely responsible for the transportation and handling of the item. Any damages that occur due to transportation and handling do not qualify for return or exchange. Please contact us as soon as possible with a detailed description of the issue along with a photo. We will take care of the rest! If your order was placed and/or picked-up in-store, please contact your nearest store location to proceed with your inquiry.