Delivery

Last updated: Apr 2, 2025

ECO DELIVERY — PARTNERSHIP WITH MAERSK

We are committed to adopting low-GHG fuel options. To date, we have successfully reduced ocean freight emissions by 5,000 metric tons. Over the next decade, we aim to further reduce carbon emissions by at least 1,000 metric tons per year, in collaboration with Maersk.

What This Means for You

Your Castlery order will support the transition to green fuels and reduce GHG emissions at no extra cost to you.

How It Works

For our shipments, Maersk replaces fossil fuels on its ships with green fuels* like green methanol or second-generation biodiesel based on waste feedstocks. The amount of carbon savings is calculated based on the energy used to move the containers, as reported by Maersk and verified by 3rd parties from Smart Freight Centre.

Maersk defines ’green fuels’ as fuels with low (65-80%) to very low (80-95%) GHG emissions over their life cycle compared to fossil fuels

Read more about Maersk ECO Delivery here.

DELIVERY INFO

At Castlery, we take pride in the manufacturing of our furniture. It is our goal to deliver your purchase to you in the quickest and most efficient way possible. All our products are fully packaged for safe transit and will be handled by professional third-party delivery partners.

We work with multiple delivery partners to fulfil your orders. Your order may be split into multiple shipments from different warehouses, with separate shipping fees for each shipment. Shipping cost differs based on warehouse location and are calculated per shipment, not per order. Multiple shipments may occur if products have different lead times or are shipped from different warehouses.

Speed of delivery depends on the type of product, product availability, and proximity of your delivery address to our warehouses. You may enter your zip code on our product page to check if we deliver to your area, and the estimated delivery lead time of the product. If your area is currently not covered by our delivery service, we hope to do so some time in the future! Do subscribe to our newsletter or follow us on social media to stay informed on our latest updates.

All shipments are delivered Monday to Friday between 9:00 am and 7:00 pm, with specified hours on Saturdays in selected cities. If you wish to request to see if a Saturday delivery is possible for your area, please reach out to us before your order has been processed. Kindly note, not all requests can be fulfilled.

While we may be able to ship your order to a freight forwarder, once the shipment is in their hands, Castlery is released of all responsibility for issues that may arise during and as a result of the freight forwarding process.

SHIPPING FEES AND LOCATIONS

Shipping Per Shipment

We make shipping simple! Shipping fees are charged per shipment, not per order. If your order includes multiple items with different delivery times and/or are shipped from different warehouses, we may split it into multiple shipments. Each shipment fee is calculated based on your delivery location and the order subtotal. You will see the total shipping fees at the checkout page.

Want to Know If We Deliver to Your Area?

To find out if we deliver to your city, enter your zip code on any product page.

TYPES OF DELIVERY

We offer 3 types of delivery service options: Standard Delivery, Room of Choice or White Glove.

We provide Standard Delivery service by default, but you may opt for Room of Choice or White Glove service for an additional service fee. Each service fee is charged per shipment, not per order. If the order contains multiple shipments, you may select which shipment(s) you would like to apply the delivery service to during the checkout process.

Standard Delivery Service

To determine the exact standard delivery service fee for your order, please enter your zip code at the checkout page.

We will deliver your item(s) to either the ground floor, lobby or first dry area of your home (such as garage, front porch, lobby, etc) or apartment building. Deliveries to any address that require the use of a lift or staircase will be left at the entrance of the lift or foot of the stairs. This service does not include unpacking, assembly or garbage removal.

To initiate delivery, we will send an email notifying you that your order is ready to ship. You will either receive a fixed delivery date with tracking information or be contacted by our delivery partner to arrange a delivery date and time period.

Room of Choice

We will deliver your items to the room of your choice, inclusive of a maximum of two flights of stairs at a fee of $109 (excluding taxes). If your delivery requires more than two flights of stairs, there is an additional fee of $50 per flight of stairs. This service does not include assembly, garbage removal, or the moving of existing furniture.

To initiate delivery, we will send an email notifying you that your order is ready to ship. You will be contacted by our delivery partner to arrange a delivery date and time period.

White Glove

We will deliver your item(s) to your room of choice, up to two flights of stairs, unpacking and full assembly of item(s), as well as garbage removal. This service is chargeable at an extra flat rate fee of $178 (excludes applicable taxes). Additional stairs beyond two flights are subject to additional fees. This service does not include removal or moving of your old or existing furniture.

To initiate delivery, we will send an email notifying you that your order is ready to ship. You will be contacted by our delivery partner to arrange a delivery date and time period.

Note: Upon arrival, our delivery partners will deliver your products based on the selected service options.

It is your responsibility to check that your items will fit through doors, staircases and elevators in their packaging before you place your order. Product and package dimensions are included in the product descriptions on our product pages. If the delivery partner is unable to get your furniture into your home, you will be responsible for redelivery fees if you choose to have the products redelivered at a later date, or the return shipping and warehouse restocking fees if the order is cancelled.

Protect your flooring and surroundings from potential damages prior to the delivery. Our delivery partners will not be responsible for damages to flooring or its surrounding. Delivery personnel are not permitted to move existing furniture present in your home.

RECEIVING ITEMS

For security purposes, our delivery partners may verify your photo ID prior to the unloading of the products. Failure to comply with verification requests will be considered as refusing delivery, the item(s) will be returned to the warehouse, and a service fee will be charged. If you choose to reschedule, a redelivery fee will be applied.

Upon delivery, you or a third party appointed by you shall inspect the item(s) carefully before our delivery partner leaves the premises. Any damaged or defective items must be reported to Castlery within 30 days of delivery and noted on the proof of delivery document. Please contact us and provide photos showing the damage or fault. We will reply within 2 business days.

Castlery reserves the right in its absolute discretion to determine whether a product or a component of a product has failed due to a defect or wear and tear. Such replacement or repair is offered by Castlery at its sole discretion. In the event that an exchange for the defective piece cannot be arranged, Castlery reserves the right to offer a substitute or full refund. All repair or replacement of item(s) will depend on inventory availability. Castlery shall not be liable for any consequences (whether direct or indirect) of the delay in the delivery of the goods and no such delay shall entitle the customer to treat this agreement as being repudiated by Castlery or to any comparison.

SIGNING OF PROOF OF DELIVERY RECEIPT (POD)

A POD is not just a receipt of delivery, but an acknowledgment that the goods arrived at your delivery address, undamaged. All too often, PODs are signed without inspecting your delivery.

We advise confirming that the shipment was intended for you, that the entire order has been delivered, and that it was delivered undamaged.

Anything not indicated on this form before signature will result in Castlery being unable to authorize any damage claims after your driver has left.

Please follow this checklist before the Point of Delivery (POD) is signed:

Checklist:
1. Check all cartons for visible damage.
2. Confirm that you have received the correct items as per the POD and the delivery order.
3. If you have White Glove delivery, please wait until all items have been assembled and there is no visible damage to the items.
4. If there is serious damage to a carton, point it out to the delivery team.
5. If there is damage, take photos of the damage and cartons.
6. Indicate any property damage caused by the delivery team on the POD and take photographs and videos of the damage as proof.

After you’ve gone through your entire shipment and documented any issues, you may obtain the driver’s signature or initials next to your notes about the damaged items on the POD.

*Do not dispose cartons until the issue is resolved.

ESTIMATED DELIVERY DATE

‘Estimated Delivery’ lead times shown on each product page indicate the estimated date range you can expect the item to arrive at your delivery location. This lead time includes time taken for stock movement from manufacturing locations to our warehouse (includes additional time required to prepare made-to-order products), and last mile delivery to your door.

Enter your zip code on any product page to see an estimate of when you can expect to receive the item. These dates are estimates and may be subject to potential unforeseen delays.

Want us to hold off your delivery because your home is not ready? Place your order, then reply to your order confirmation email with any special requests. We strive to respond to your request within one business day, but please note that not all requests can be accommodated.

SCHEDULING AND TRACKING OF SHIPMENTS

You will receive an email notification when your order has left our warehouse.

For delivery by FedEx/UPS, you will be given the tracking information in the email.

For delivery by our specialized delivery partners, you will be contacted directly by the delivery partner to confirm a delivery date and timeframe.

DELAY / HOLD SHIPMENTS

Before Order Is Processed For Shipment

You will receive a “An Update for You!” e-mail before your order is processed for shipment. Castlery will provide up to 2 months free storage from when the e-mail was sent.

To hold your order, requests must be made within 24 hours of receiving that email. If we do not receive the request within that 24-hour time frame, the order will be processed for shipment. After the 2 months free storage period, storage charges will be at 5% of the item value per month.

After Order Is Processed for Shipment

Should you require a hold of your processed shipment, storage charges will be at 10% of the item value for every 10 additional days of storage required.

All charges incurred are subject to taxes.

DELAYED SHIPMENT / DELIVERY DUE TO UNFORESEEN SITUATIONS

In the event of delay in shipment due to unforeseen situations, Castlery reserves the right to reschedule the delivery, subject to the availability of the next open delivery date.

No specific time of delivery can be provided. A time frame will be advised but cannot be guaranteed. Castlery shall not be liable for any consequences or any loss suffered or expenses incurred (whether direct or indirect) due to the delay in the shipment / delivery of the goods and no such delay shall entitle the customer to treat this agreement as being repudiated by Castlery or to any comparison.

REDELIVERY FEE

Any last-minute changes for scheduled delivery dates must be requested 3 business days prior to your confirmed delivery. Any last-minute requests after said timeframe will be subject to a re-delivery fee of $100 as well as any applicable taxes.

MISSED DELIVERIES

Our delivery partners will contact you to schedule your delivery slot. Please note that orders will be cancelled and subject to a 20% restocking fee if you cannot be reached to schedule your delivery date with the delivery partner. During the day of delivery, you will need to be available to be contacted either by call or text message. If you are not present and/or available at the delivery address within your allocated delivery slot, our delivery partners will wait for approximately 15 minutes before they leave. All undelivered orders will be returned to our distribution center and restocked. To reschedule for a delivery to the correct delivery address, we will contact you to arrange for the next available delivery with a redelivery fee of $100. We do ask that you let our delivery partners know of any necessary changes to your delivery slot at least three business days in advance.

INCORRECT DELIVERY ADDRESS

All undelivered orders will be returned to our distribution center and restocked. To reschedule for a delivery to the correct delivery address, we will contact you to arrange for the next available delivery with a redelivery fee of $100.

DELIVERY RESTRICTIONS

We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and areas that are inaccessible for our home delivery services.

We cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the items we sell.