Shipping Policy

Shipping and Delivery

Shipping Department is here to help you:
Monday to Friday excluding Statutory Holidays from 8:00am - 4:00pm PST

What can I expect during delivery?

All orders include FREE White Glove Delivery in major Canadian markets*, which includes delivery of your product by two persons to your room or site of choice.  This service covers carrying the product up a maximum of two (2) flights of stairs, unless a service elevator is available. There will be an additional fee of $35.00 per flight of stairs in excess of two (2) flights. The delivery agents will not move any existing furniture nor remove any existing debris.  Please have your room free and clear on your scheduled delivery date. Before you sign for accepting the delivery, you must look at the boxes for any damages. Look for any rips, tears, or dents and make sure they are noted on the delivery receipt before signing.

If the driver has a portable signature device and you see damages to the boxes, please sign for the delivery as "damaged".

We request that you do not refuse the delivery if you see damages on the boxes. Just because the boxes are damaged doesn’t mean the actual item itself is. Refusing delivery also makes it much more difficult to address any claims as we will have to get the information from the shipping company.

All deliveries must be signed by an adult of legal age.

*Major markets include Vancouver, Victoria, Edmonton, Calgary, Toronto, Ottawa, Montreal, Quebec City and their surrounding areas.  Many more Canadian cities not listed here are also included.  Please contact us for more information and to see if your order qualifies.  

How much is shipping?

FREE White Glove Delivery is included with all CIEUX patio orders in major Canadian markets*, to ensure quality service to our customers.

Shipping surcharges may apply on orders delivered outside of major Canadian markets, and in remote locations.  For more details on what is considered remote, see below.  Please contact us for more information. 

*Major markets include Vancouver, Victoria, Edmonton, Calgary, Toronto, Ottawa, Montreal, Quebec City and their surrounding areas.  Many more Canadian cities not listed here are also included.  Please contact us for more information and to see if your order qualifies.

What is considered remote?

What is considered remote varies. It is not just based on your geographical location, but also how far away you are from the shipping terminal. You might reside in a town on the trans-canada highway that stretches from one end of our great country to the other, but if the shipping terminal is 2 hours away it may be considered remote.

Orders shipping to the following areas may be subject to a remote surcharge. In the case that a surcharge is applicable, no additional fees will be charged without notifying you and obtaining prior approval:

  • Canadian provinces of New Brunswick, Newfoundland, Nova Scotia, and PEI.
  • Canadian Queen Charlotte Islands, and Vancouver Island.
  • Northern Canadian destinations.
  • Any location considered remote by our carriers.

Please contact us to review shipping options and find out if a shipping charge is required or not.

Can I choose what time the delivery is for, or a specific date?

Once the order is picked up by the carrier, or in the local area, the delivery company will contact you to arrange a delivery time that will work for you and the delivery company’s schedule. We will do our best to have an order delivered around a certain day or time, however, as we do rely on third party carriers to do deliveries we can not guarantee any delivery date or time.

*Inside Placement and White Glove are not available by our carriers in some locations. For more information, please contact us.

What areas can you not deliver to?

We currently do not have delivery services available to the following areas:

  • The United States
  • Canadian Nunavut, Yukon, and Northwest Territories.