Shipping policy
Each product will have a different lead time and shipping time frame. Depending on the pieces in your order, items may arrive separately and be delivered through different carriers or delivery services.
In Store Pick Up:
We currently offer free local pick-up from our Whitehorse storefront for online orders. When your order is ready for local pick-up, we will contact you. All orders must be picked up within 7 days for small items, for larger items all orders must be picked up within 24/h. Storage fees may apply if a product is warehoused for an extended period of time.
Home Décor
Home Décor will ship out directly from our storefront within 3 business days; minor exclusions apply. You will receive a shipping confirmation with tracking details. The majority of these items will ship via Canada Post, UPS or FedEx.
Furniture, Lighting, Artwork and Rugs
For Furniture, Lighting, Artwork and Rugs someone from our team will reach out to let you know the lead time for your order. Please note, that all lead times are subject to change. If you have a deadline you are aiming for, we encourage you to email us before placing your online order. These orders will ship via LTL Freight and will be arranged for curbside delivery only. If you would prefer white-glove delivery service, please reach out to us. Once we receive a list of items along with your full delivery address, we will be able to provide a quote. Items will ship directly from the manufacturer and will arrive in the manufacturer’s branded packaging.
Once an item is ready to ship, you'll receive a shipping confirmation email along with our guide on how to accept and inspect your shipment. For these shipments, you can expect a call to schedule a delivery date and time that works best for you, within the agent's operating hours.
*Please note:
- You must be present to provide a signature at the time of delivery for these shipments.
- Items can only be delivered to the original shipping address noted at checkout.
If you need clarification on how a piece will be delivered, please reach out to our Customer Experience Team at info@dhshoppe.ca with your order number and we will happily assist you.
A Note on Delivery
Please note that items can only be delivered to the original address specified during the checkout process. To ensure a smooth delivery experience, kindly provide an active phone number and email address during checkout to enable your local delivery agent to arrange a convenient delivery time with you. DH Shoppe adheres to a policy of not holding items beyond 72 hours if a delivery has not been scheduled. After this period, the customer assumes responsibility for any storage fees incurred. Please be aware that in such cases, items may be returned by the carrier, and under such circumstances, refunds will be issued in the form of store credit only less return shipping and a 15% restocking fee.
Any damage or loss occurring to items beyond the specified timeframe (see claim details below) is not the responsibility of DH Shoppe We appreciate your understanding and cooperation regarding our delivery policy. Should you have any further questions or require assistance, our dedicated Customer Experience Team is ready to assist you.
DAMAGED ITEMS AND CLAIMS:
We do our best to make sure your order is handled with care. On occasion, some items can arrive damaged. How you handle the reception of these goods can determine whether or not a claim will be accepted. It is essential that you inspect your delivery before signing your proof of delivery. We will send you a PDF which outlines how to inspect your freight and what to do if you do receive damaged shipments. This PDF will require your acknowledgement and signature prior to receiving your shipment.
* Please note, if you’ve ordered multiple items they will ship separately and you will need to follow these instructions for each shipment.
If you have received a damaged or defective product, we sincerely apologize! Please contact us within 48 hours to submit a claim. You can email us at info@dhshoppe.ca with a description of the issue along with all of the photos of the defect in question, including any visible damage to the packaging if applicable.
Once submitted, please allow our team 24 to 48 hours to review your claim form and assess the nature of the defect and the appropriate solution.
INTERNATIONAL OR NON-DOMESTIC ORDERS:
At this time, we do not currently ship to any countries outside of Canada. DH Shoppe is not responsible for any damaged or defective pieces that are shipped to or through a freight forwarding company.