(POLITIQUE DE LIVRAISON, D’EXPÉDITION ET D’EXÉCUTION)

SUMMARY : Meubles de Luxe processes orders after verification and availability checks, with confirmation sent once accepted; orders may be changed or canceled only before fulfillment, and the merchant may cancel orders with a full refund if issues arise. Delivery is mainly within the Greater Montreal area (up to 75 km), with multiple delivery options (curbside, room-of-choice, freight/white glove, or free warehouse pickup), each with estimated timelines and fees. Customers must be present, prepare access, and inspect items at delivery, noting any visible damage immediately. Risk transfers at shipment or receipt depending on delivery type, and delays due to carriers, weather, or force majeure are not the company’s liability, though Quebec law allows cancellation if delivery exceeds 30 days without valid cause. All damage, missing, or incorrect item claims must be reported within strict 24–48 hour deadlines, while returns or exchanges for preference reasons follow the separate return policy and never result in cash refunds. Pickup orders require ID, proper vehicles, and inspection within 48 hours, and all shipping disputes are governed by Quebec law.

SECTION I: ORDER PROCESSING & FULFILLMENT

1. Order Confirmation and Processing Timeline

1.1. Order Receipt: Upon successful submission of your order and payment authorization, you will receive an automated Order Acknowledgement email. This email confirms we have received your order but does not constitute our acceptance of the order or confirmation of product availability.

1.2. Order Verification and Acceptance: All orders are subject to verification and availability. Our sales team conducts a manual review typically within 1-2 business days (Monday-Friday, excluding Quebec statutory holidays) to:

  • Confirm item availability from our warehouse or manufacturer.
  • Verify pricing accuracy.
  • Confirm shipping address validity and delivery feasibility.
  • Screen for potential fraud.

Once verified, you will receive an Order Confirmation email, which constitutes our formal acceptance of your contract of sale. If an item is unavailable or an error is identified, we will contact you via phone or email with options (e.g., backorder, substitution, or cancellation).

1.3. Backorders: If an item is temporarily out of stock but available for future shipment, we may place it on a backorder status. You will be notified of the estimated restock date. You may choose to keep the item on order, substitute it, or cancel it for a full refund. Partial shipments of in-stock items may be arranged, with separate shipping charges applicable.

2. Changes or Cancellations Before Shipment

2.1. Customer-Requested Changes/Cancellations: To request a change (address, item) or cancellation to a verified order, you must contact our Customer Service at (514) 321-1666 or via our contact form immediately. Requests are only honored if the order has not yet been processed for picking and packing. We cannot guarantee changes or cancellations can be made once the order has entered the fulfillment stage.

2.2. Merchant-Initiated Cancellations: We reserve the right to refuse or cancel any order at any time for reasons including, but not limited to: product unavailability, inability to obtain authorization for your payment, pricing or product description errors, suspected fraudulent activity, or inability to deliver to the provided address. If we cancel your order, we will issue a full refund to your original payment method.

SECTION II: DELIVERY SERVICES & FEES

3. Delivery Zones and Service Areas

We primarily deliver within the Greater Montreal Region and surrounding areas in southern Quebec. Delivery feasibility to specific postal codes is determined at checkout. Our standard service area is defined as within a 75-kilometer radius of our warehouse at 8135 Rue Lafrenaie, Montréal, QC H1P 2B1. Deliveries outside this zone may be available by special arrangement and are subject to significant additional freight charges and extended timelines.

4. Delivery Methods, Timelines, and Associated Fees

All delivery timelines are estimates only and commence from the date of Order Confirmation, unless a future ship date has been agreed upon. Transit times do not include order processing time.

Standard Curbside Delivery
Primary service for Montreal Island, Laval, South Shore, North Shore.
Estimated Timeline: 7-14 Business Days
Fee: $79 – $199 (Based on order size/zone). Calculated at checkout.
Details: Delivery to curb/building entrance at ground level. Customer must be present.

Premium Room-of-Choice Delivery
Available in core service areas. Requires scheduling.
Estimated Timeline: 10-21 Business Days
Fee: $149 – $399+ (Quote provided post-order).
Details: Delivery to one room, unpacking, cardboard removal. No assembly.

Freight/White Glove Service
For large items or beyond 75km.
Estimated Timeline: 14-42 Business Days
Fee: Quote-based.
Details: Specialized freight, delivery into home, unpacking, basic assembly per carrier policy, debris removal.

Customer Pickup (FREE)
Warehouse: 8135 Rue Lafrenaie, Montréal.
Ready in 3-5 Business Days.
Fee: FREE.
Details: Bring Order Confirmation + Photo ID. Vehicle must be suitable.

5. Delivery Process and Customer Responsibilities

5.1. Scheduling: For Premium and Freight services, our delivery coordinator will contact you via phone to schedule a 4-hour delivery window. Two contact attempts will be made; failure to schedule may result in storage fees or order cancellation.

5.2. Pre-Delivery Preparation:

  • Access: Ensure access paths are clear. Measure doorways, stairs, and elevators to ensure the item will fit.
  • Presence: Customer or authorized adult (18+) must be present for the entire scheduled window.
  • Inspection (Mandatory): You must inspect all packages for visible external damage before the driver leaves. Note concerns in detail on the delivery receipt (Bill of Lading) and take photographs. Signing “Subject to Inspection” is recommended.

5.3. What Happens at Delivery:

  • Driver delivers to agreed location (curb/entrance/room).
  • You will be asked to sign the delivery receipt. Do not sign “Received in Good Condition” if there is visible damage.
  • Drivers are not permitted to assemble furniture, move existing items, remove doors/windows, or perform renovations.

SECTION III: 48-HOUR INSPECTION RULE, RISK, OWNERSHIP & SPECIAL SCENARIOS

6. Transfer of Risk and Title

6.1. Risk of Loss/Damage: The risk of loss and damage for the products passes to you, the customer, upon our delivery to the carrier for Standard shipments, or upon your receipt and signing for Premium/Freight shipments. You are responsible for filing any claims with the carrier for damage occurring in transit, supported by the notations made on the delivery receipt at the time of delivery.

6.2. Title (Ownership): Title to the products transfers to you only upon our receipt of full payment and the physical delivery of the products to you (or the carrier, for Standard delivery).

7. Failed Deliveries, Delays, and Force Majeure

7.1. Failed Delivery Attempts:
If no one is available to accept delivery, the carrier may attempt re-delivery. After maximum attempts, the shipment may be returned to our warehouse or a depot. Redelivery fees (minimum $89) and possible return shipping/restocking fees will apply. The original shipping fee is non-refundable.

7.2. Delivery Delays:
We are not liable for delays caused by carrier delays, severe weather, incorrect addresses provided by the customer, acts of government, labor disputes, or other circumstances beyond our reasonable control (“Force Majeure”).

7.3. Statutory Right Regarding Delays (Quebec CPA):
Under the Quebec Consumer Protection Act, if we are unable to deliver within 30 days of the delivery date specified in the contract (or agreed upon after scheduling), and the delay is not due to Force Majeure, you have the right to cancel the contract and obtain a full refund, unless you accept a further delay in writing.

8. Damaged, Incorrect, or Missing Shipments — Strict Reporting Deadlines

To ensure we can open carrier files and resolve issues efficiently, the following reporting deadlines apply:

8.1. Visible Damage (At the Door — Immediate Action Required):
If there is visible damage to packaging or product upon delivery, you must:

  • Note the damage clearly on the delivery receipt before the driver leaves, and take photos.
  • Contact Customer Service within 24 hours at (514) 321-1666 with photos of packaging/product and a copy of the annotated delivery receipt.
    We will initiate a carrier claim and coordinate repair/replacement where applicable.

8.2. Concealed Damage (Discovered After Unpacking):
If damage is discovered after unpacking and the packaging appeared intact, you must notify us within 48 hours of delivery. Photos of the damage and the original packaging are required.
⛔ Claims reported after 48 hours may be refused by carriers and may not be eligible for resolution through shipping claims.

8.3. Incorrect or Missing Items:
Report any missing parts, shortages, or incorrectly shipped items within 48 hours of delivery. You must provide:

  • Order number
  • Description of the issue
  • Photos of labels/boxes/items received (where applicable)

8.4. 48-Hour Shipping Issue Window vs. Return/Exchange Rights:
The 48-hour reporting window in this Shipping Policy is intended to address delivery-related issues (damage, missing items, wrong items).
All customer-initiated returns or exchanges for reasons such as size, style, color, or preference remain governed by the Return, Exchange & Commercial Warranty Policy, including the requirement of an RMA and the condition rules.
➡ Meubles de Luxe does not offer cash refunds; any approved return under the commercial policy is handled as store credit only.

SECTION IV: IN-STORE & WAREHOUSE PICKUP

9. Pickup Procedures

9.1. Notification: You will receive a “Ready for Pickup” email or phone call when your order is assembled and available. Do not come to the warehouse without this notification.

9.2. Pickup Location: ROI DU MATELAS INC. / Meubles de Luxe Warehouse, 8135 Rue Lafrenaie, Montréal, QC H1P 2B1.
Hours: Monday–Friday, 10:00 AM – 4:00 PM. (Not our showroom address.)

9.3. Required for Pickup:
Bring government-issued Photo ID, Order Confirmation, and payment card used for purchase (verification). If a third party picks up, they must have their own ID plus written authorization and supporting documents as listed.

9.4. Vehicle and Loading:
You are responsible for bringing a vehicle suitable for transporting your items safely. Staff may assist with loading but are not responsible for securing the load.

9.5. Pickup Inspection — 48 Hours:
For pickup orders, you must inspect your items at pickup and again upon arrival home. Any concealed damage, missing items, or order errors must be reported within 48 hours of pickup, with photos and packaging retained.

SECTION V: CONTACT & DISPUTES

10. Contact for Shipping Inquiries

All questions or issues related to order status, delivery scheduling, or delivery problems must be directed to:

Meubles de Luxe Customer Service: (514) 321-1666
Online Contact Form: https://meubles-luxe.ca/contact-us (select “Delivery Inquiry”)
Service Hours: Monday–Friday, 9:00 AM – 5:00 PM EST.

11. Governing Law

This Shipping Policy, and any disputes arising from the delivery of goods, shall be governed by the laws of the Province of Quebec, including the delivery provisions of the Consumer Protection Act.