Delivery

Last updated: Mar 25, 2024

ECO DELIVERY — PARTNERSHIP WITH MAERSK

In line with our support for sustainability, we are partnering with Maersk through their ECO Delivery initiative to reduce greenhouse gas (GHG) emissions from ocean freight. Through this initiative, we have pledged green fuels* equivalent to 80% of our current shipping volume, which actively contributes to reducing ocean freight GHG emissions by 5,000 metric tons.

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

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.

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 carriers.

We work with multiple specialist delivery partners to ensure your order reaches you safely and on time. This may result in your order having multiple shipments from separate delivery partners. Kindly note that shipping cost is calculated per shipment (not per total order), based on the warehouse location that your product(s) is shipped from.​ ​ Speed of delivery depends on the type of product, product availability, and proximity to metropolitan areas. To help you with your purchasing decision, you may find out more about delivery lead times on each individual product page.​

You may enter your zip code on any product page to check if we deliver to your area. If your area is currently unavailable, we recommend subscribing to our newsletter or following us on social media to stay informed about 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.

Please note that 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 description on our website. Failed delivery due to inability to access your home will result in additional delivery charges.

Please note that while we may be able to have your order shipped 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

Flat Rate Shipping Per Shipment

Shipping fees are charged per shipment, not per order, and are fixed at flat rates depending on shipment value as well as delivery location.

A friendly reminder that for orders with multiple items, dependent upon each item’s estimated delivery, there may be multiple shipments per order. Shipping fees are calculated based on your location and order subtotal. Total shipping fees charged will be indicated during the checkout process, after processing the number of shipments required based on estimated delivery of all your items.

Suggestion: To find out if we deliver to your city, please enter your zip code on any product page. The table below is a general indication of some major cities we ship to. We offer free shipping per shipment subtotal value of $999 and above (excluding add-on services) for selected cities.

Please note that not all zip codes of the cities in the following table may qualify for free or flat rate shipping.

* Kindly note that the above are estimated shipping fees applicable to the major cities we ship to. Shipping fees may be higher for some zip codes. Minimum shipping subtotal for free shipping may be $1199.

SPECIAL OFFERS (E.G. FREE SHIPPING)

Free Shipping is applicable to all orders that comprise bedding only. Kindly note that if your order includes other items like rugs or furniture, standard shipping fees apply. This offer is not valid for remote areas.​

For some major cities, Free Shipping is applicable to shipments with a subtotal of $999 and above, excluding add-on services.

Please note that shipping fees are charged per shipment, not per order. If you are purchasing multiple items within an order, depending on each item’s estimated delivery, you may have multiple shipments within an order.

We recommend adding all items to your cart and during your checkout process, Free Shipping and all other shipping fees will be indicated accordingly.

TYPES OF DELIVERY

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

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

Standard Service

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 using 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 rubbish removal.

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

Room of Choice

We will deliver your item(s) to the room of your choice within your home, inclusive of up to two flights of stairs. An extra flat rate of $50 or $70 apply, depending on your zip code (plus applicable taxes). Kindly note, additional stairs beyond two flights are subject to add-on fees. This service does not include assembly, rubbish removal or moving of your old or existing furniture.

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

White Glove

We will deliver your item(s) to your room of choice, inclusive of up to two flights of stairs, unpacking and full assembly of item(s), as well as rubbish removal. This service is an extra flat rate fee of $100 or $150 (plus applicable taxes), depending on your zip code. Kindly note, 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 that your order is ready to ship. You will then be contacted by our delivery partner to arrange a delivery day and time window.

Note: Please measure and ensure that your items will fit through doors, staircases and elevators in their packaging before you place your order. If we are 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. Upon arrival, our delivery partners will deliver your products based on the selected service options.

In addition, please protect your flooring and surroundings from potential damages prior to the delivery. Our delivery partners will not be responsible for any flooring or surrounding damages. Delivery personnel are not permitted to move existing furniture present in your home.

To get a better understanding of the service in your area based on the items you have purchased, feel free to contact us.

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 secondary delivery 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 14 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 simply a receipt of delivery, but an acknowledgment that the goods arrived intact. 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 we have created for you to follow before the Point of Delivery (POD) is signed:

Checklist:
1. Please check all cartons for visible damage.
2. Please confirm 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. Then sign off on POD.
4. If there is serious damage to a carton point it out to the delivery driver.
5. If there is damage: Please take photos of the damage and cartons.
6. Please indicate any property damage caused by delivery on the POD. We will need to photographs and video footage of the damage occurring to document the damage.

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.

*Please 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 (this includes factors such as whether an item is made-to-order), and last mile delivery to your door.

Simply enter your zip code on any product page to see an estimate of when you can expect to receive the item. Please note that these dates are an estimate and may be subject to potential unforeseen delays.

Want us to hold off your delivery date because your home is not ready? Simply 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 local warehouse.

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

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

DELAYING/HOLD SHIPMENTS

Once your order is ready to be shipped, you will receive a “An Update for You!” e-mail. 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.

After the 2 months' free storage period, storage charges will be at 5% of the item value per month.

Additionally, we are able to provide 14 days of free storage for all processed shipments. The 14 days of free storage begins from when you receive the “It's on its way!” e-mail and/or when attempt of delivery scheduling begins.

Should you require a hold of your shipment beyond the 14 days of free storage offered, we are able to hold for an additional 14 days max for a fee. Storage charges for the additional 14 days will be at 10% of the order/product shipment value that is on hold.

All charges incurred will be 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 carrier. 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 undeliverable 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 re-delivery fee of $100 charged. 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 undeliverable 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 re-delivery 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 also 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.