Shipping Policy

Last updated: September 1, 2026

This Shipping Policy explains how orders placed with Northwood Home are processed, shipped and delivered.

Order Processing

Available, in-stock products are generally prepared for shipment within five business days after payment has been confirmed. Business days are Monday through Friday, excluding statutory holidays.

Processing time is separate from delivery time. During sales, holidays or periods of high order volume, processing may take longer.

If an item becomes unavailable after you place an order, we will contact you with the option to wait for the item, choose an alternative or receive a full refund for the unavailable item.

Made-to-Order Products

The standard five-business-day processing time does not apply to made-to-order, customized or personalized products.

Estimated production and shipping timelines will be provided on the product page, at checkout or in your order confirmation. These timelines are estimates and may change because of material availability, production schedules, transportation or customs delays.

Made-to-order products cannot be cancelled once production has begun.

Shipping Rates

Shipping charges are calculated based on the item’s size and weight, the delivery destination and the selected service level. Available shipping options and charges will be displayed at checkout or confirmed before the order is shipped.

Additional charges may apply for remote locations, difficult delivery access, special handling or services requested after the order is placed. Any additional charges will be disclosed before shipment where possible.

Delivery Time

Delivery time depends on the customer’s location, product size, carrier availability and selected shipping method.

Any delivery date or timeframe provided at checkout or in an order confirmation is an estimate and is not guaranteed. Delays may occur because of weather, customs, carrier disruptions, high shipping volumes or other circumstances outside our reasonable control.

Northwood Home is not responsible for reasonable carrier or customs delays, but we will assist with tracking and delivery concerns whenever possible.

Order Tracking and Delivery Scheduling

For parcel shipments, tracking information will be emailed when it becomes available.

Large furniture orders may be shipped through a specialized delivery carrier. The carrier may contact you by telephone, text or email to arrange a delivery appointment. Please ensure the contact information provided with your order is accurate.

Delivery windows are estimates. We cannot guarantee an exact arrival time unless expressly confirmed in writing.

Furniture Delivery

The delivery service included with your order will be described at checkout or in your order confirmation. Unless expressly included, delivery does not include:

• Assembly or installation
• Moving existing furniture
• Removing doors, railings or fixtures
• Disposal of old furniture
• Removal of packaging
• Delivery beyond the service level purchased

An adult must be available to accept large furniture deliveries unless alternative arrangements have been approved by the carrier.

Delivery Access

Before ordering furniture, you are responsible for measuring all doorways, hallways, staircases, elevators and other access points to ensure the item will fit safely into the intended location.

Please advise us before delivery of any access restrictions, including stairs, narrow entrances, elevator-booking requirements or limited parking.

If an item cannot be delivered because it does not fit, access is unsafe or relevant restrictions were not disclosed, the order may be returned to us. Return-shipping charges, unsuccessful-delivery fees and the applicable 20% restocking fee may be deducted from the refund.

Incorrect Addresses and Changes

You are responsible for providing a complete and accurate shipping address, telephone number and delivery instructions.

If you need to update the address, contact info@northwoodfurniture.ca as soon as possible. We cannot guarantee that an address can be changed after an order has been processed or shipped.

Additional carrier charges resulting from an incorrect address, address change or redirected shipment are the customer’s responsibility.

Missed or Refused Deliveries

If no one is available for a scheduled delivery, the carrier may charge a redelivery, storage or unsuccessful-delivery fee.

If an order is refused for reasons unrelated to damage, defects or an error by Northwood Home, it will be treated as a standard return. Return-shipping costs, carrier fees and the 20% restocking fee may be deducted from the refund.

Original shipping and delivery-service charges are non-refundable.

Multiple Shipments

Orders containing multiple items may be shipped separately depending on product availability, size or warehouse location. You may receive more than one tracking number or delivery appointment.

You will not be charged additional standard shipping fees solely because we divide an order into multiple shipments.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives. If an item arrives damaged, defective or incorrect, contact info@northwoodfurniture.ca as soon as possible, preferably within 48 hours of delivery.

Include your order number and clear photographs of:

• The item and affected area
• The shipping box and protective packaging
• The shipping label
• Any visible damage to the packaging

Please keep the item and all original packaging until the claim has been resolved.

If we confirm that an item arrived damaged, defective or incorrect, Northwood Home will arrange the return at no cost and issue a full refund to the original payment method. A replacement may be offered when inventory is available. The 20% restocking fee does not apply to confirmed damaged, defective or incorrect items.

Lost or Missing Shipments

If tracking has not updated for an extended period or shows an order as delivered that you have not received, please:

• Check around the delivery location
• Confirm the shipping address
• Ask household members, neighbours or building staff
• Contact the carrier using the tracking number

If the shipment still cannot be located, email info@northwoodfurniture.ca promptly so we can open an investigation with the carrier.

Carrier investigations may take several business days. A replacement or refund will be issued where the shipment is confirmed lost and in accordance with applicable law.

International Shipping

International shipping is available only to destinations offered at checkout or confirmed by Northwood Home.

Unless expressly stated otherwise, international customers are responsible for applicable import duties, taxes, customs fees and brokerage charges. These charges are not included in the product price or shipping fee and are determined by the destination country.

Customs clearance may delay delivery. If an international order is refused or returned because duties, taxes or customs charges were not paid, the return-shipping costs, customs charges and applicable restocking fee may be deducted from the refund.

Order Cancellations

Orders may be cancelled before they have been processed or shipped. Once an order has shipped, it must be handled as a return under our Return & Refund Policy.

To request a cancellation, email info@northwoodfurniture.ca as soon as possible. Cancellation requests are not guaranteed.

Contact Us

For questions about an order, shipment or delivery, contact:

Northwood Home
Email: info@northwoodfurniture.ca