Scheduling Your Delivery
Once your order is ready to be shipped, the delivery team will be in touch to let you know your time frame and what to expect on delivery day. At that time any special instructions that need to be made to ensure you can safely bring your item(s) inside should you opt out of the team moving items into your home.
Smaller items are often sent via courier. These deliveries are not scheduled in advance, tracking information will be provided so you will know when to expect your order.
The Day of Delivery
On the day of delivery we require our customers to have all hallways /corridors / walkways clear for the delivery team, allowing them safe and easy access to your home while bringing the product(s) in.
To help ensure the health and safety of our customers, you may ask for Contactless Delivery when our delivery team contacts you to schedule your delivery date and time.
In case of Contactless Delivery you may ask to have the product dropped off at your doorstep or garage maintaining a safe 6ft distance.
Some safety protocols for multi-tenant buildings are restricting access to non-residents. We’re supportive of these measures, and in these cases the delivery team will deliver to the closest point to your home while respecting these safety measures.
After the delivery you will be asked to sign a Received Delivery Document i.e proof of delivery and receipt of all the goods received.
All of our online orders come with standard free basic white glove delivery/assembly, which includes bringing items into the selected room and a basic setup of Couch9 products. However, all the orders delivered via courier are not eligible for free assembly.
Shipping Beyond Our Standard Service Area
We strive to offer competitive yet affordable delivery options for those who shop with us. However, some areas are outside of standard delivery areas and therefore more expensive rates and fees may apply.
Orders to less populous areas of Canada (such as the Yukon, the Northwest Territories, and Nunavut), and other locations outside of our standard service area are subject to additional shipping fees. These fees may NOT be displayed at the time of checkout.
If you have questions about specific service areas or shipment charges, please contact us so that we may provide the best service possible.
Couch9 will happily accept returns as long as a request is received within 7 days of Pickup/Delivery of the item and is returned in its original packaging, unused and in resalable condition.
All returned items will be inspected, if the item is used or not in a resalable condition there will be a restocking fee charged.
Return shipping will be paid at the customers expense or arrange their own shipping. Once returns are received and accepted, refunds will be processed.
You will then be notified via email of the refund. (Couch9) will refund only the value of the goods returned and after the subjected restocking fee (if any) is applied but will NOT refund the value of any return shipping paid.