Shipping Policy

Custom Orders

• Standard Lead Time: The typical lead time for custom orders ranges from 8 to 12 weeks.
• Production and Delivery: Production and delivery lead times are estimates and may be subject to change. We strive to deliver your custom furniture as quickly as possible while maintaining the highest standards of quality.

Delivery Day

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; foyer, driveway, front-door, porch, or garage. 
• 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. 

White Glove – What to expect

• Our drivers will call / text 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.
• The product will be unboxed and packaging will be removed from your home.
• The product will be set-up in the room and configuration of choice.

Canada 

• Free Shipping: Available Canada-wide on orders over $1000 CAD.
• White Glove Delivery: Available for orders within the Greater Vancouver Area starting at $250. For availability outside of this area, please contact us and we can get you a quote.
• Scheduling: Carriers aim to accommodate delivery date requests but may refuse specific days based on availability.
• Pricing: Shipping costs are based on pre-discount prices.

United States

• Rates: Calculated case-by-case; some products may not ship to the USA.
• Duties & Taxes: Customers are responsible for applicable duties and taxes imposed by their country.
• Minimal Charges: We aim to keep shipping costs as low as possible.
• Customs Clearance: If you prefer, we can handle customs clearance. The invoice will be sent, and delivery occurs after full payment.

Missed Delivery Appointment

• Rescheduling Fee: If you miss your delivery appointment, a $150 redelivery fee applies for arranging a new date.
• Return Option: If you decide to return the order instead, a $150 return shipping fee will be deducted from your refund to cover costs.
• Why the Fee: The fee covers the labor and services needed to safely return the items to our warehouse.
• Contact Us: If you have any questions or need assistance with your delivery appointment, our friendly customer service team is ready to help.

Furniture Order Processing Time 

• In Stock Orders: Setup for shipment within 24-48 hours; tracking info emailed within 2-4 business days.
• Custom Orders: Processed within 5-7 business days after arrival at the warehouse. Processing time is additional to the lead time stated in the Custom Order Policy.
• Tracking Updates: May take 5-7 business days to show live updates. 

Delayed Delivery Service

• Email hello@couchhaus.com before placing your order if you cannot accept delivery during a specific period.
• Post-Order Conflicts: Inform us before shipment if a delivery conflict arises.
• Storage: Temporary storage is possible with monthly fees.
• Changes: Submit written notice 5 business days before shipment for any consignee or shipping method changes.
• Unreachable Customers: After 15 days of unsuccessful contact, the order is forfeited, and CouchHaus handles it at their discretion.