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Shipping Policy

Shipping

All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You may receive another notification when your order has shipped. 

Deliveries are made from 12pm to 5pm PST during weekdays. We will contact you via email, phone call or text message with the contact details you provided at checkout to arrange a delivery date for your order. 


Canada:

To ship products within Canada, we offer free shipping for orders over $1000!*

* Deliveries to Vancouver Island, The Interior, and other 'Out of Zone' deliveries may incur an additional fee.

  • Standard Delivery: Delivery to curbside. For liability reasons, delivery will take place at the curbside.

  • White glove delivery: Starting at $250: Inside delivery/delivered to residence. The delivery team will bring your items into the room of your choice. Packaging debris removal is included.
  • Please Note: Due to COVID-19 we have put additional measures in place to keep you and our teams safe. White-glove service may not be available in your area due to local health regulations. Please inquire before placing your order.

At CouchHaus, we strive to deliver your purchase with excellent service and flexibility, every time.

Haus' Delivery Service is more than just the safe transportation of your purchase – it's a commitment to your satisfaction. We offer a comprehensive service designed to handle every detail and give you a seamless experience.

 

International/United States:

Shipping Rates to the USA are calculated on a case-by-case basis. Some products may* not ship to the USA.

Please inquire about delivery options outside of Canada.

International shipping postage simply covers the cost of transporting and delivering your order. Couch Haus does not charge any applicable duties and taxes imposed by the customs and revenue authorities in the destination country. This is the responsibility of the customer. There are different costs per destination, but we strive to keep the charges as minimal as possible. Duties (or Customs Tariffs) are set by the destination country customs authorities and determined based on a combination of country of origin (manufacturing) of the goods being purchased and the classification of that merchandise. International taxes (such as value added, tax, or vat) are set by the destination country.

If you wish to have Couch Haus clear the customs on your behalf, we will forward you the invoice and your order will only be delivered once full payment has been received.

*The Russo Collection, and all relating product(s), DO NOT ship to the USA or Internationally. 

 

Delivery

How It Works

We offer a hassle-free delivery to your door or you can choose our white-glove service starting at $250, if applicable.

 

Free Delivery

Our customers receive Free Shipping on all orders in Metro Vancouver. Out-of-zone is outside of the 50km radius and starts at $199 for delivery.

 

Free Shipping – What to expect

  • Our drivers will call on route to your home.
  • Please watch for the team and open the door upon arrival.
  • Please inform the drivers where you want the product; driveway, front-door, porch, or garage. This is considered curb-side delivery only.
  • Contactless delivery signature capture (if applicable).
  • We do require a person with age of majority to accept the delivery.
  • Our drivers may take pictures of product in its final placement.
  • Due to COVID-19 our delivery drivers may not be able to enter your residence for delivery. This is at the discretion of current health regulations and procedures set in place by our 3rd party delivery companies.

 

You may read more about Delivery: here.

 

Shipping Charges

Flat rate shipping - All orders will be delivered for a flat fee to anywhere in Canada. Customers may choose to upgrade to optional white glove delivery. Please note, deliveries to some 'beyond point' remote areas may be charged extra. Our carriers will make every attempt possible to accommodate customer requests for delivery dates and times, but reserve the right to refuse specific days of the week based on availability and routing. Shipping prices are calculated on website prices before discounts, coupon codes, and/or vouchers are applied.

 

Custom Order Policy

Full payment is required for custom orders. Once production has commenced all costs of production have been incurred therefore a cancellation is no longer possible, and the custom order cannot be refunded. The custom order lead time is estimated at 8-12 weeks. This does not include weekends or holidays.

Production and delivery lead times are estimates. In the unlikely case of a custom order exceeding 20 weeks from the date of the deposit, the customer has the right to cancel the custom order for a full refund or the deposit. 

Once a custom order has been submitted there are no guarantees that they are able to be modified. Charges may apply to approve any production modifications.

Your credit card will be automatically charged for outstanding payments according to our Store Policy, including but not limited to overdue invoices and additional charges. 

The HAUS Guarantee applies to custom orders only to the extent of defects or damages. Custom orders are not able to be returned or refunded based on buyer’s remorse.

If the customer is unable to take delivery of the order’s item within 15 days of being contacted that the items are ready to ship, warehouse storage charges will be applied to the customer. If the customer is unreachable by phone and/or email, unable, or unwilling to take delivery of the items after 15 days of CouchHaus's effort to inform the customer of delivery, the customer forfeits the non-refundable deposit paid and CouchHaus has full discretion on how the order’s items are to be handled.

 

Furniture Order Processing Time

Due to an increase in order volume and current precautions at the warehouses, please note that it may take up to 7 business days for your tracking page to provide live updates in transit. Thank you for your patience whilst we put the safety of our customers and staff first.

Orders in stock take approximately 24 - 48 hours to be set up for shipment. A shipping order will be created from the delivery company to pick up the order at which time a tracking number will be created. The tracking number and other tracking information are provided via email within 2 – 4 business days.

For pre-orders and custom orders, once the furniture arrives to our warehouse it will be unloaded, sorted and pass a quality inspection before being set up for shipment. This process typically takes 5 - 7 business days to complete. Please Note: The custom order processing time is exclusive of the estimated lead time mentioned above in the ‘Custom Order Policy’.

 

Delayed Delivery Service

If there is a specific time period when you may not be able to accept delivery, you must notify us at hello@couchhaus.com prior to placing your order to discuss the possibility of delayed delivery. If you learn of a delivery conflict after placing your orders you must notify us prior to shipment. Temporary storage may be possible; however, storage fees will apply on a per day basis and at the cost of the customer. Consignee changes or shipping method changes require written notice 5 business days prior to shipment. If the customer is unreachable by phone and/or email, unable or unwilling to take delivery after 30 days of Haus' efforts to inform the customer of delivery, the customer forfeits the order along with any balance paid, and Haus has full discretion on how the order's items are to be handled.

 

Sales Tax

For purchases in Canada, the province or territory that the order is shipping to will determine the sales tax applied to your order. For purchases in the USA sales tax will be applied to orders shipping to the state of California or as required by law.

 

COVID-19 Delays

We are experiencing higher than average order volume and you may experience delayed deliveries as a result. While we do our best to mitigate delays, the global supply chain has been disrupted due to COVID-19. Things like port congestion, customs delays, shipping container shortage, chassis shortage and global shipping crisis may affect your order. Our team is working hard to deliver your orders in a timely manner. Thank you for your patience.

 

Chinese New Year Delays

Chinese New Year (CNY) may disrupt production and shipping schedules for up to three weeks or more. 

Please place your orders by December 20, 2022 to ensure that they are shipped out before the Chinese New Year holiday. Orders placed after this date may be delayed due to limited carrier availability and increased shipping volumes.

All production will cease from January 10th, 2022 to February 1st, 2023. All orders placed before December 20th, 2022 at 11:59pm will be packed into our shipping containers prior to Chinese New Year on February 10th, 2022. Any orders placed after December 20th, 2021 may be delayed by 3-4 weeks due to a halt in production during CNY. 

We cannot guarantee delivery times during the Chinese New Year holiday due to potential delays caused by limited carrier availability and increased shipping volumes. We will do our best to get your orders delivered as quickly as possible, but please allow extra time for your furniture to arrive. 

Delivery times are estimates and subject to change.

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How It Works

We offer a hassle-free delivery to your door (curbside) or you can choose our white-glove service for $250, if available in your area*.

 

Free Delivery

Our customers receive Free Shipping on all orders in Metro Vancouver (from Abbotsford to North Vancouver). Out-of-zone is outside of the 50km radius and starts at $199 and up for delivery.

 

Safety Protocols (All Delivery Options)

Delivery team members that have reported, or are exhibiting flu-like symptoms, or those that have recently traveled outside Canada in the past 14 days, will not be performing deliveries for our organization. As with stores and warehouses, our Delivery Departments have implemented additional sanitation protocols and are taking extra cleaning measures throughout the day to ensure your safety.

 

This includes:

  • The regular cleaning/ disinfecting of the truck’s interior and the outside handles of their vehicles.
  • The use of Rubber gloves.
  • The use of Hand sanitizer.
  • The use of Protective Masks.

 

White Glove – What to expect

  • At all times please respect social distancing requirements.
  • Our drivers will call on route to your home.
  • Please watch for the team and open the door upon arrival.
  • Please advise the drivers where the product will be going.
  • Our drivers will ensure they can get the product into its final placement.
  • A Damage Waiver is required in the following situations:
  • If the delivery team has identified a higher risk for potential damage to either the product and/or your home due to a “tight fit” situation, and after discussion you are still requesting the delivery attempt.
  • Contactless delivery signature capture.
  • We do require a person with age of majority to accept the delivery.
  • Our drivers will take pictures of product in its final placement.
  • *Due to COVID-19 our delivery drivers may not be able to enter your residence for delivery. This is at the discretion of current health regulations and procedures set in place by our 3rd party delivery companies.

 

Free Shipping – What to expect

  • Our drivers will call on route to your home.
  • Please watch for the team and open the door upon arrival.
  • Please inform the drivers where you want the product; driveway, front-door, porch, or garage. This is considered curbside delivery only.
  • Contactless delivery signature capture (if applicable).
  • We do require a person with age of majority to accept the delivery.
  • Our drivers may take pictures of product in its final placement.
  • Due to COVID-19 our delivery drivers may not be able to enter your residence for delivery. This is at the discretion of current health regulations and procedures set in place by our 3rd party delivery companies.

 

International Delivery – What to expect

International shipping postage simply covers the cost of transporting and delivering your order. Couch Haus does not charge any applicable duties and taxes imposed by the customs and revenue authorities in the destination country. This is the responsibility of the customer. There are different costs per destination, but we strive to keep the charges as minimal as possible. Duties (or Customs Tariffs) are set by the destination country customs authorities and determined based on a combination of country of origin (manufacturing) of the goods being purchased and the classification of that merchandise. International taxes (such as value added, tax, or vat) are set by the destination country.

If you wish to have Couch Haus clear the customs on your behalf, we will forward you the invoice and your order will only be delivered once full payment has been received.