Shipping & Delivery Policy
Delivery
Whitby Furniture Outlet offers delivery services across Canada through trusted local delivery partners.
For customers located within the Greater Toronto Area (GTA) and surrounding regions, we provide Free Basic Delivery for online orders.
The free delivery option includes curb-side delivery only.
Customers may also choose upgraded services including:
• Inside Delivery
• Premium White Glove Delivery (delivery, placement, and assembly)
These upgraded services are available at an additional cost within local regions only. Delivery rates vary depending on the product and delivery location.
For deliveries outside the local delivery zone, items will be delivered to:
• Building curbside or general mail area (for apartments/condos)
• Front door, garage, or driveway (for houses)
Canada-wide delivery rates apply primarily to major cities. If your location is outside a major city or difficult to access, additional shipping charges may apply. Our team will contact you if adjustments are required.
For safety and insurance reasons, delivery personnel cannot remove their shoes or wear protective boot covers during delivery. No exceptions can be made.
Once an order has been shipped or scheduled for delivery, it cannot be cancelled. Refusing delivery may result in a cancellation fee of 35% of the product value, and shipping fees will not be refunded.
Estimated delivery times are not guaranteed and may change depending on logistics, weather, supplier availability, or other circumstances.
If shipping options are unavailable at checkout or if you receive an error, please contact our team by email, phone, or chat with the product name and your postal code so we can provide an accurate delivery quote.
Customers are responsible for ensuring there is adequate clearance and access for furniture to enter their home.
Order Confirmation
Once your order is placed, you will receive an automated confirmation email confirming that your order has been received.
A member of our customer service team may also contact you to confirm order details and ensure a smooth delivery experience.
Shipping Time
Shipping times vary depending on the product and delivery location.
Typical timelines are:
• In-stock items: 1–5 business days
• Case goods: approximately 2–3 weeks
• Customized or made-to-order items: 3–8 weeks (exceptions may apply)
Unless stated otherwise, most items are treated as special order items.
For shipments handled by third-party carriers, delivery may take up to 21 business days after dispatch.
Delivery Schedule
Deliveries are scheduled Monday to Friday between 10:00 AM and 7:00 PM.
Our delivery team will contact you to arrange a delivery date and approximate timeframe.
Third-party carrier deliveries are typically curb-side or front-door only.
Premium delivery services, including inside delivery and assembly, are available for an additional fee.
Exchanges (Damaged or Defective Items)
If your item arrives damaged or with a manufacturer defect, please notify us within 5 days of receiving your order.
To request an exchange, please email:
Include:
• Your order number
• A description of the issue
• Photos of the damage or defect
Once reviewed, our customer service team will issue an Exchange Authorization Number to process your request.
To qualify for an exchange or return:
• Items must be unassembled
• Items must remain in original packaging
• Items must be free of additional damage
• An Authorization Number must be provided
Please note:
Mattresses and custom items are final sale and cannot be returned or exchanged.
Pickup Policy
Customers may also choose in-store pickup.
Once your order is ready, you will receive a confirmation email notifying you that your item is available for pickup at our location.
When picking up items, customers must ensure they have appropriate transportation and assistance for safe loading.
Customers are fully responsible for transportation and handling once the item leaves the store.
Any damage that occurs during transport after pickup does not qualify for return or exchange.
If you experience any issue with your order, please contact our customer service team and we will be happy to assist.