White Glove Delivery To The Greater Toronto Area

From St. Jacobs Furniture Country to Toronto - We deliver

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We know you're busy. That's why we bring our handmade furniture to you.
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White glove delivery service

In order to ensure that everything runs smoothly, we have created a basic delivery policy that we follow strictly at all times. Please familiarize yourself with this policy if you require delivery of your new furniture products in order to avoid delays and ensure timely and clear understanding.

Inspection of products:

To ensure that the product arrives at your home exactly as intended, we invite our customers to come into our studio to inspect their products a minimum of 1 day prior to delivery. It is at this time that you can address any concerns you may have with the item such as colour, size, style, or anything that may not match your expectations. We will go over everything with you to make sure there are no misunderstandings and make a plan to rectify any issues while we still have the product here.

Doing this prior to delivery ensures that once delivered, we do not have to return to remove the item from your home to fix any problems. Once delivered, you will be asked to sign again to confirm that the product was delivered in good repair and that you’re satisfied with your product. 

If you have any valid warranty issues or concerns about your product after this, you are completely covered and we will make arrangements to rectify the problem. Providing the issue is not an immediate safety concern, we will schedule a convenient time to return your product and provide you with a loner in the meantime in order to minimize the inconvenience.

Pricing:

Our pricing is calculated by your address at a rate of $150 plus 2/km from our address of 165 Lexington Court in Waterloo. We use Google maps to calculate this distance.

In addition to the standard delivery fee, there may be additional fees for any obstacles such as flights of stairs, elevators etc. that may pose additional challenges to our staff. 

Regular entranceways are to be expected, however, any flights of stairs over 4 are subject to an extra $4 per stair. It is the homeowner's responsibility to ensure there is a sufficient unobstructed opening into the home and a clear path to the setup area. 

Basement and second floor deliveries are subject to an additional $50 per item, in addition to any additional fees for additional persons, equipment or stair fee. 

Products that require more than 2 movers are subject to an additional $150 surcharge per person. This will automatically apply to any table product over 42” in width or 10’ in length. 

There will be an additional charge for larger trucks, moving dollies and any other special equipment rentals required to move your furniture. Items weighing over 400lbs are subject to an additional fee to be determined based on a case-by-case basis.  

Customers Responsibilities:

• It is your responsibility to arrange to come in and inspect your products prior to delivery to ensure that everything is correct and you’re happy with your products. You will be asked to sign an inspection sheet to acknowledge that you have inspected and approved your products. 

 

• Please ensure that you have measured your space and have confirmed that the product will fit into the room you would like. If we are unable to get the product into your space due to size, we will not be able to make any changes on-site and you will have to decide if you want us to leave it in another space or return it to the shop. If your product doesn’t fit and you wish us to bring it back to the shop, we will have to charge a storage fee of $50/day until you make arrangements. The delivery fee is non-refundable and If a second delivery is required, you will be charged the full delivery fee again.

 

• All driveways, walkways, and pathways must be clear of obstructions including snow, ice, and any other obstructions that may hinder our ability to deliver your product safely. If we are unable to deliver your product safely due to obstructions, we will return it to the shop and a storage fee will be applied as above until arrangements are made.

Payment:

Due to past experience, we require all remaining balances to be paid a minimum of 24 hours prior to delivery of the items. This policy is in place to ensure that once the product has been delivered, there is no outstanding issues to address and you can begin to enjoy your new products.

Payments can be made via e-transfer to info@grainandburl.com, called into our office at 226-339-8592 or in person at 165 Lexington Court in Waterloo. 

Please note that we do not make exceptions on this policy and any unpaid balance will result in your delivery being delayed until the payment has been made.

Scope of Delivery:

G&B will deliver any stand-alone furniture product we create and will set it up in your home where you choose, provided you have ensured that there is sufficient room.. 

We will wipe down the furniture and take photos in place to use for our marketing purposes as well as proof of delivery.

Our staff will go over any care instructions and answer any questions the customer may have at this time to ensure that you can enjoy your product as intended.

Delivery dates:

As a small business, we do not have the volume to deliver products every day and therefore must schedule delivery based on our staff and availability. This means that we can not guarantee specific delivery dates or times and it is the responsibility of the customer to make arrangements for someone to accept delivery during these scheduled times. We will always do our best to accommodate whenever possible but standard delivery times are only set for weekdays between 10am and 4 pm.


Safety:

For the safety of our staff, we reserve the right to refuse to unload products if there is a reasonable concern for their safety due to the conditions of your property. This may include, but not limited to, an icy driveway or staircase, improperly secured stairs, narrow hallways or corridors, tight corners, excessive stairs or obstacles etc. It is the responsibility of the customer to ensure that these concerns are taken into account prior to our arrival. 

To prevent injury and in accordance to the Ontario Health and Safety Act, our staff are required to wear approved steel-toe shoes at all times when moving or working on our products. They are instructed to not remove them under any circumstances. Due to the risk of slipping, and the inability to put heavy objects down, boot covers are also not permitted to be worn by our staff as they are a slipping hazard when carrying heavy opbects. We can supply drop-cloths and will do our best to ensure we keep our feet as clean as possible, but it is the customer's responsibility for any additional protection to their property. Our staff must consider any measures to be reasonable and safe in order to proceed.

Refusal of Delivery:

If the customer refuses the product upon delivery for reasons other than those covered in our warranty, the delivery fee will not be refunded and further storage fees will apply. It is the customer's responsibility to arrange to come in and inspect the product prior to delivery to ensure that we are not transferring your product back and forth. Once the product leaves our premises, only warranty claims will be considered for us to take it back. 

Rescheduling delivery:

We understand that things come up and want to ensure our clients know that they can reschedule delivery for a later date should they require it. We do ask that you give us 24 hours' notice so that we do not unnecessarily reserve a vehicle or schedule more staff.  

If you require us to hold your finished product for more than 7 days, we will be required to move it to a storage facility and will apply a storage fee of $50/day.

Damages during delivery:

Any damages to the furniture during delivery are completely covered unless the customer decides to help. We discourage this for safety reasons and therefore, any damage during the delivery would void the warranty. 

G&B is not responsible for any damages to your home including; walls, trim, doors, ceiling, floors, windows, screens, light fixtures, lawn, landscaping, driveway, mailbox, garage doors, stairs, railings, moldings, or any other personal property during delivery. The customer is responsible to ensure the pathway is clear and any delicate surfaces are covered. Any damages to the homeowner's property must go through their home insurance broker who can contact us directly.


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