Deliveries
Delivery Policies & Information
We want you to be delighted with everything you buy from Urban Barn and trust your new items will bring years of pleasure. Here is all the information you will need to help ensure your delivery goes silky smooth. Soon you will be well on your way to enjoying great new furniture that friends, family and YOU will love.
1 Minute Feedback
Once you leave our stores the Urban Barn experience should not stop there. It is important to let us know how satisfied you are with our delivery processes, as this will help us provide the highest possible levels of service.
No matter which Urban Barn you purchased your furniture from, when it comes to delivery, you can expect "white gloves" service.
Regrettably we are not able to provide delivery coverage for all locations in Canada, and distance restrictions may apply. We recommend you check with your local store manager for confirmation.
Delivery FAQs
Q When will I be contacted for delivery?
A Our warehouse will contact you within 2 business days from your order being ready for delivery.
When products arrive from overseas, or are custom made for you, orders may take longer to arrive. Delivery time can vary. Please be sure to ask your Sales Associate for an estimate on how long it may take to come from our warehouse.
Q When can I expect to receive my product?
A We will do our best to provide delivery within 5 days of our warehouse contacting you. Your 3 hour delivery time window will be mutually agreed on, to accommodate your schedule.
Q What if nobody is home when we arrive?
A We will be happy to wait for somebody to arrive, for a maximum of 15 minutes. In the event that you cannot show up, delivery will be rescheduled, however, half of the base delivery fee will be charged.
If something changes and you cannot be there, please contact your store as soon as possible.
Q What if the delivery team is running late?
A We do our best to make sure your delivery arrives at the scheduled time. If we are running late, we will attempt to contact you at least half an hour before the end of you scheduled delivery slot.
Q What can I expect during the delivery?
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A Our delivery team will:
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Due to the absence of recycling facilities we are unable to take away your old furniture.
Q How can I help ensure a smooth and successful delivery?
A Prior to ordering, please ensure that all furniture pieces will comfortably fit into your home, elevator and through the doorways.
- For workplace safety reasons, our delivery team is unable to hoist furniture over balconies.
- The delivery team will carry a furniture piece up a maximum of 4 flights of stairs, unless too difficult or unsafe. Additional flights will be charged at $10 per flight.
- Some sofas are quite large and must be stood up on end to navigate turns. Ensure stairwells and narrow passage ways will accommodate the piece.
Note: The delivery charge will not be refunded if a piece of furniture will not fit and must be returned. Restocking charges may also apply.
Avoid disappointment and Measure prior to ordering
- If furniture is to be placed on hardwood floors it is recommended that felt pads be used. Plastic guides on the bottom of many pieces of furniture may mark hardwood and some laminate floors. Our delivery team will be more than happy to install felt tabs at time of delivery, when supplied by the customer.
- Our delivery teams are very careful and capable, but occasionally a wall may get scuffed or marked during a difficult delivery. This is rare, however accidents can happen. We are unable to accept responsibility for minor nicks and scuffs to walls or doorframes.
Q What if there are any problems with my new furniture after it has been delivered?
A Please be sure to thoroughly inspect your new items prior to signing the delivery slip. Should you spot any problems, tell your delivery team immediately.
Note: By signing for an item, you are confirming that everything has been received in good order. Any later returns may be subject to restocking fees.If you notice any problems with your new furniture after it has been delivered, please let your Urban Barn location or warehouse know right away.
Many of our furniture lines have a distressed or antique look to them. Some knots, indents, shading, or minor fissures may appear, as is a natural characteristic of wood. We consider these to add to the character and charm of your furniture, and show these are one of nature's creations!
We Want To Hear From You!
How was your delivery? Your feedback is invaluable in helping us improve our service. Please help us by providing your feedback.
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If you have any further questions, please contact the store you purchased from or email us.
