Shipping policy

Delivery

Casilen offers delivery across Canada with local delivery partners. Basic Delivery is free for online orders within Canada.

Free local delivery is basic curb-side delivery. Inside Delivery and Premium White Glove Delivery are available at an additional cost in local regions only. Delivery rates vary by item. For deliveries outside the local delivery zone, shipments will be made to the general mail area/curbside for buildings or front door/garage/driveway for houses.

Canada-Wide Delivery rates apply only to major cities. Casilen may contact you for additional shipping fees if you are outside of major cities or in a non-road-accessible location if required.

For Inside Delivery and Premium White Glove Delivery, delivery personnel will not remove shoes or wear booties for safety and insurance reasons. There are no exceptions.

Once an order is shipped, it cannot be canceled. Refusing to accept delivery will result in a cancellation fee of 35% of the product value, and shipping fees will not be refunded.

Any estimated delivery times are subject to change without notice and are never guaranteed.

If you do not see shipping options or experience an error at checkout, please contact us via email, chat, or phone with the product name and your postal code to receive an accurate shipping quote.

Customers are responsible for ensuring there is enough clearance for furniture to enter their home.

Order Processing

All orders require 3 business days for processing before shipping. Once you place an order, you will receive a system-generated email confirming that our team has received it.

Shipping Time

Shipping times vary based on item availability and destination. In-stock items are shipped within 1 to 5 business days. Customized items are shipped within 3 to 20 weeks. Third-party carrier shipments can take up to 20 business days after dispatch.

Due to COVID-19, there may be shipping delays. Lead times range from 2 to 10 weeks or longer depending on the item.

Shipment Schedule

Shipments are scheduled from Monday to Friday between 10:00 AM and 7:00 PM. Our delivery team will call to schedule a shipment day and timeframe. Third-party shipments are delivered curbside or to the front door only. Premium Delivery service and assembly are available for an additional fee.

Exchange

If an item arrives damaged or has a manufacturer defect, please notify us within 5 days of receiving your order. An Exchange request must be approved by our Customer Service team.

To request an exchange, please contact us via email at [email protected] with a detailed description of the issue and clear photos of the item and the damage. An Exchange Authorization Number will be issued to proceed with the exchange.

Items must be unassembled and in their original packaging without any damages. An Authorization Number is required for processing.

Pick-Up

Once an item is ready for pick-up at your nearest location, you will receive a confirmation email.

When picking up, please arrange suitable transportation for your item. The buyer is responsible for transportation and handling. Any damages occurring during transportation or handling are not eligible for return or exchange.

If your order was placed and picked up in-store, please contact us to proceed with your inquiry.