Shipping & Return Policy
Online Return Policy
Stock Order Returns:
If you are not satisfied with your purchase, you must contact us within 24 hours of delivery or pick up to authorize a return, or a refund will not be processed. You may request a return by emailing us at firstname.lastname@example.org and we will provide you with instructions on where you can return your item. To be eligible for a return, items must be new and unused, with all original packaging. Returned items will be inspected, and a refund amount determined based on their condition. Items may be subject to a restocking fee. Shipping/freight return costs are the responsibility of the customer and are non refundable. Refunds can take 3-5 business days depending on your credit card company.
Custom Order Returns:
Items that have been specifically ordered or manufactured for you are considered custom. All custom order sales are final and cannot be returned or exchanged. Please contact us immediately if you wish to change or cancel a custom order in progress.
Orders Requiring Warranty Assistance:
If your item has arrived with a manufacture defect, please email email@example.com within 48 hours of receiving your item so we may start a warranty claim. We will require the following information from you: name, address, phone number, order number, serial number of item (if applicable), a detailed description of the defect, photographs of the item as a whole as well as the defective area. We will make every effort to repair or replace the defective area in collaboration with the manufacturer. If that’s not possible, we may arrange an exchange of your item. We reserve the right to determine the best course of action based on the circumstances presented.
Items that require assembly should be inspected prior to the assembly process. Damage resulting from assembly and/or mishandling of parts, most notably scratches, are NOT covered under warranty.
Online Shipping Policy
Shipping and delivery charges are subject to change and are determined when the order is placed. Orders placed with us after 2 p.m. EST on a Friday or on a Saturday/Sunday will not be processed till the following Monday. Sun Country reserves the right to choose the delivery type, carrier, and service level for each order placed regardless of customer selection.
If you are selecting “Local Pickup” you will be notified via email/text message when your order is ready for pick up at your selected location. Please do not come to pick up your order without first receiving this notification from us. Most orders will be processed and made available for pick up within 1-4 business days. To pick up your item, please bring with you a printed or digital copy of your confirmation and a piece of government issued photo I.D. If someone other than you is picking up your order, please call the store selected for pick up to make these arrangements. Orders will be held in-store for 7 days. If your order has not been picked up in 7 days, we will return your order and refund your credit card. Non-refundable restocking fees will apply for custom ordered items. If you have ordered an oversized item for pick up, please confirm sizing with us to ensure it will fit in your vehicle. Sun Country staff are not responsible for providing supplies related to securing your load for transport. Our staff are not required to load your vehicle. Sun Country will not be responsible for any damage occurred to your items or vehicle during transportation.
If you have selected “Local Delivery'' at checkout, your order will arrive to you via our in-house delivery team. Local Delivery includes transporting items to your backyard/home fully assembled unless other arrangements have been approved by us in advance. Once your order is complete at our warehouse, a member of our team will be in contact with you to schedule a delivery appointment which will occur Monday-Friday between 9 a.m. – 5 p.m. EST. Appointments are dependent on our current delivery schedule and the availability/lead time of the items purchased. Most in-stock furniture can be delivered 1-2 weeks from the date we process your order. Lead times for custom orders listed on our product pages are estimates and are not guaranteed.
Orders that are placed which are outside of our Local Delivery area that are larger in size will be shipped via freight carrier. We only ship to Canadian addresses, except for addresses in the Northwest Territories, Yukon and Nunavut. Depending on the items purchased, the shipment could be on a skid. Items are either boxed or paper wrapped, and may require assembly. Shipments occur Monday-Friday at the discretion of the freight company and can take 1-12 business days to arrive depending on the date shipped and the distance from our warehouse. Once your order has been shipped, you will be provided with a tracking number. Once the shipment has left our warehouse, it is now in the hands of the courier – we are unable to change the delivery address or schedule specific delivery appointments. All freight shipments are delivered curbside and require a signature at time of delivery. If you authorise the shipping company to leave the delivery without a signature, Sun Country will not be held responsible for damages or loss that may occur during delivery. If you order a large, heavy item, please have a plan for moving the item into your home. Oversized items or shipments on a skid cannot be delivered to PO Boxes. Sun Country is not responsible for additional shipping costs that may be incurred due to a shipping company's inability to deliver to a particular location. If an item is shipped and returned because it is not deliverable to the address provided, the customer is responsible for payment of shipment both ways. Please be aware of the possibilities of additional fees charge by the courier, which applies to all orders (free shipping or paid).
We use a variety of carriers including Canada Post, UPS, Canpar, Purolator, Fedex and more. We reserve the right to use the carrier providing the best price at the time of shipment. Once your parcel is ready for shipment, you will be provided with a tracking number. Shipments can take 1-10 business days to arrive depending on the time the order is placed and the distance from our warehouse.
A select few of our suppliers can provide drop shipping for a fee depending on the items ordered. If you are interested in having your order drop shipped from the manufacturer, please contact us prior to placing an online order.
When you receive your order, please inspect the outside of the boxes or packaging for shipping damage. In the event that packaging has become damaged, please note on the delivery receipt “DAMAGED – SUBJECT TO INSPECTION” before signing. By signing the delivery receipt without documenting any damages legally means you are accepting the items in good condition. If the damage has also affected your ordered items, please contact us immediately by calling 1-844-268-6779. All damage must be reported to us within 48 hours of receipt of merchandise. Some carriers may require photographic evidence of damage, or may want to further inspect the damage in person by booking an appointment with you to view the items. If this is the case, please do not throw away any of the damaged packaging/items as this will greatly affect your ability to receive a replacement item from us.
Items must be shipped to the same billing address listed as the credit card used in the sale. If an item is shipped and returned because of an incorrect address, the customer is responsible for payment of shipment both ways.
If you refuse your delivery, or miss your scheduled delivery appointment with a freight carrier, you are responsible for all returns and the fees incurred.