Shipping & Delivery
You will receive an email confirmation when all of your items have left our Distribution Centre. You will also receive an SMS notification once your order is ready for pick-up at the store. In-store pick-up orders may take up to 10 business days to arrive at the store. Orders being picked up in stores outside the provinces of Quebec and Ontario may take up to 14 business days to arrive at the store. The original receipt or e-mail receipt is required at the time of pick-up.
Please ensure the vehicle used for the pick-up will accommodate the merchandise in its original packaging. The product warranty applies on merchandise leaving the Structube store in its original packaging. Structube personnel is not responsible for loading the merchandise into your vehicle and cannot be held responsible for merchandise that cannot be loaded into your vehicle due to the weight and/or dimensions of the merchandise. Orders that are not picked up within 14 days of becoming available for pick-up will be cancelled and refunded. Some exceptions may apply, see product pages for details.
DISTRIBUTION CENTRE PICK-UP
You will receive an email confirmation once your order is available for pick-up at the distribution center. Please call us at 1-877-721-3787 24 hours prior to your visit in order to prepare your order for pick-up. The original receipt or e-mail receipt is required at the time of pick-up.
Please ensure the vehicle used for the pick-up will accommodate the merchandise in its original packaging. The product warranty applies on merchandise leaving the Structube distribution center in its original packaging. Structube personnel is not responsible for loading the merchandise into your vehicle and cannot be held responsible for merchandise that cannot be loaded into your vehicle due to the weight and/or dimensions of the merchandise. Orders that are not picked up within 14 days of becoming available for pick-up will be cancelled and refunded.
FEDEX STANDARD GROUND & CANADA POST
Accessories and smaller items ship via FedEx Standard Ground or Canada Post. The shipping cost is calculated at checkout and is determined by the destination and weight of the parcel. Orders shipped via FedEx or Canada Post are delivered Monday through Friday, between 8am and 5pm. Please note that a signature may be required upon reception of the order.
IN-HOME DELIVERY SERVICE
Larger items or orders containing multiple items are delivered through our local in-home delivery service, offered at a flat rate, based on your delivery address. Once your order is ready to ship, you will be contacted to schedule a delivery date. All orders that are ready to ship must be delivered within 30 days of becoming available. The transportation company will confirm a delivery window between 8am and 9pm one day prior to the delivery date. Orders shipping outside the provinces of Quebec and Ontario 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.
IN-HOME DELIVERY POLICY
Orders must be scheduled for delivery within 30 days of becoming available to ship. Each delivery is on a single address basis and an adult must be present to accept the delivery.
The transporter will confirm a non-negotiable delivery window, between 8am and 9pm, one day prior to the scheduled delivery date. For in-home deliveries outside the provinces of Quebec and Ontario, the delivery date and window will be confirmed by the transporter once they receive your merchandise. Structube cannot be held responsible if the transporter is unable to respect the provided window due to unpredictable circumstances.
Many of the items will be delivered ready-to-assemble. Delivery personnel will not inspect, unpack or assemble products nor remove debris. Old items will not be moved or disposed of. In the event that the elevators are not available or nonexistent, the delivery personnel will deliver up to a maximum of two (2) flights of stairs. The customer must allow and ensure safe access to the site for the delivery personnel and transportation vehicle (including an appropriate parking area). All obstacles and walkways must be cleared before delivery. The responsibility is incumbent on the customer to measure all doorways, hallways and stairwells. Please visit one of our stores or website for more information on taking measurements.
Upon delivery, there will be no alterations to any doors, trims, moldings or light fixtures to accommodate passage of the products. Should the merchandise not fit through the passage, the delivery charge will not be refunded and a return fee may be charged. The delivery personnel will not remove their safety boots. Please ensure to protect your floors for the delivery.
INSPECTING YOUR DELIVERY
Upon receipt of your order, please ensure that you have received all the items purchased. Your packing slip will be affixed to one of your boxes in a red envelope. It is recommended that you review your packing slip before the delivery personnel leaves and advise them of any discrepancies.
Please indicate on your packing slip any occurrence during the delivery and contact us as soon as possible. The transporter will not accept responsibility for any damages which have not been indicated on the packing slip. If you find any damage on your merchandise, keep all contents and their original outer and inner packaging. Please contact us immediately following your delivery to ensure that proper action is taken.
Our products carry a one-year warranty covering manufacturing defects. The warranty applies only to a household use of our products. The warranty does not cover regular wear and tear, discoloration due to exposure to light, misuse, shrinkage or pilling of materials, or abusive wear.
MODIFYING/RESCHEDULING/CANCELLING YOUR DELIVERY
Your order, shipping address and contact information cannot be modified within three (3) business days of the scheduled shipping date and/or once your order is in transit. Additional fees may apply for any modifications made to the order during this period.
Should you be unavailable for the scheduled delivery, another delivery fee may be charged for rescheduling or cancelling the order within three (3) business days of the scheduled shipping date and/or while the merchandise is in transit.
PREPARING FOR YOUR DELIVERY
Please verify specific measurements relating to your home and new furniture prior to receiving your delivery. These helpful tips serve solely as a guide and do not guarantee that your furniture will fit in the desired space.
Measure your furniture
Furniture dimensions are available on our website on each product page. The dimensions provided on our website are presented using the following format: Width x Depth x Height, in both centimeters and inches.
Measure your living area
In order to ensure a safe and efficient passage for the delivery team, measure the heights and widths of hallways and door accesses. This includes elevators for apartment/condominium buildings.