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Shipping & Returns

Shipping rates are based on the total weight of your cart. All shipping prices will be reflected upon checkout. 

Looking to ship outside of Canada? Please contact us at info@masonsfurniture.com for a custom shipping quote.

STANDARD GROUND SERVICE 

Accessories and smaller items ship via Standard Ground service. Orders shipped via standard ground are delivered Monday through Friday, between 8am and 6pm. Please note that a signature will be required upon receipt of the order.  

FLAT GROUND FREIGHT DELIVERY SERVICE 

Larger items or orders containing multiple items are delivered via our freight delivery service, offered at a flat rate, based on your delivery address and order value.  You will receive tracking information and will be contacted for delivery once the shipment reaches your city’s terminal. Orders shipping outside the province of BC may take up to 14 business days to arrive at the transporter’s facility. Once the transporter receives your merchandise, they will confirm a delivery date and window.  We work with the best shipping companies to get your order to you safely. 

WHITE GLOVE DELIVERY

Some of our larger furniture, fragile tables, wall art and other products are delivered via our partnered white glove service providers to ensure the best delivery possible. This service is only available within the Greater Vancouver Area.

White Glove Delivery: Includes delivery inside your residence to the room of your choice (up to 2 flights of stairs) unpacking, assembly, removal of packaging. Our white glove delivery service provider will schedule a delivery appointment with you once your items have arrived locally. 

ORDER STATUS

Lead times vary depending on items purchased.

Please reference the scheduled shipping quote for each product on that item's specific page. Once your items ships it can take between 1-3 weeks for it to arrive to your shipping address based on your location.

Want a specific lead time quote? Please contact us.

Once your order ships, you will receive a shipping fulfilment notice via email containing a carrier tracking number as well as an updated order page that you can reference on any browser.

Orders are shipped Monday-Friday; weekend and holiday deliveries are excluded.

PAYMENTS

All prices are in Canadian Dollars.

All orders are shipped under prepaid conditions. 

We accept Visa, MasterCard, American Express. 

All payment information is encrypted during transmission and storage, so that data is private and secure.

Shipping & Returns

📦 Returns & Exchanges

We accept returns for both defective and non-defective products, as well as exchanges, provided the item meets the following conditions:

  • Must be in new, unused condition

  • Must include all original packaging and documentation

  • Must be returned within 10 days of delivery

Holiday Extension:
Orders placed between November 15 and December 24 may be returned or exchanged until January 15.

🔁 Return Methods & Fees

  • Returns can be made in store or by mail

  • A free return label can be downloaded and printed

  • No restocking fee will apply to eligible returns within the return window

  • Items returned after 10 days will be subject to a 25% restocking fee, if approved for return. 

🛠️ Reporting Damages, Shortages & Defects

If your item arrives damaged, short, or defective:

  • Notify us in writing within 48 hours of receiving your order

  • Keep all original packaging during this period

  • Claims submitted after 48 hours are not eligible for return, refund, or replacement

💳 Refunds

  • Refunds are issued to your original method of payment

  • Shipping & handling and return shipping costs are non-refundable (unless waived)

  • Please allow 5–10 business days for processing once your return is received

🚫 Final Sale Items (Non-Returnable)

The following items cannot be returned or exchanged:

  • Sale and clearance items

  • Pillows, throws, sheepskin

  • Bedding, linens, mattress toppers, protectors, and pillows

  • Candles and food items

  • Commercial orders

  • Custom or personalized products

  • “As Is” items and parts

  • Sofabeds and beds (unless covered under a valid warranty)

🛏️ Mattress Comfort Guarantee – 60 Days

We offer a one-time mattress exchange within 60 days, after a 30-day trial period:

  • Must purchase and use a mattress protector

  • Exchange must be for an item of equal or greater value

  • Delivery fees apply for exchanged items