Shipping policy

Delivery and Shipping Policy 

Local Delivery on South Vancouver Island

Porter’s Furniture executes all their own local deliveries within 50 km of our store which is located at 1721 Hillside Ave in Victoria BC. We offer a white glove service that includes set up of the furniture in the desired room and removal of any packaging associated with the furniture purchased.

  • Process: We will call when your furniture has arrived to schedule a date and time to deliver your furniture. If you do not answer, we will email you with a suggested time and date available. We offer deliveries on Wednesdays and Fridays. We wait for confirmation from you by either phone or email prior to scheduling. We do not guarantee the time suggested will still be available should it take you some time to reply. For online orders of in-stock product(s) we will reach out within 2 business days.
  • Timeline: Once your furniture is in our possession we will contact you within 2 business days and deliver it within 10 business days. Orders of in-stock product(s) placed online will be contacted within 2 business days.
  • Pricing: Our delivery service is based on distance from our store.  $100 up to 10km, $150 10km to 35km, $200 35km to 50km, and by quote beyond 50km. Providing great service comes with great expense. Please recognize the cost to run a truck with a 2 person delivery team. Our pricing is an attempt to cover the cost of this service.
  • Split Deliveries: If your delivery includes multiple items we usually wait until your entire order is in stock to deliver. If you would like multiple deliveries then multiple delivery charges will apply.
  • Accessibility into the room: Please ensure there is a clear path for your furniture to be delivered from where we park to the end location for your furniture. Please measure your space to ensure the product is the right fit and can be easily moved into the intended room. The measurements can be found on each product page in the specifications tab. All bed frames and dining tables are assembled in the room, please refer to box dimensions for accessibility into the intended room. If the furniture will not fit the delivery fee will not be refunded and a restocking fee may apply.
  • Cancellation: We require 48 hours notice to cancel a delivery. Last minute cancellation or not being home to receive the delivery during the scheduled time may result in a rescheduling fee of $100. Delivery days require lots of planning, last minute cancellations often lead to gaps in our delivery day.
  • Refunds and returns: Once a delivery is performed it is not eligible for a refund.

Shipping 

Porter’s Furniture partners with a variety of shipping companies to offer our products throughout Vancouver Island and in Greater Vancouver. 

  • In-stock product: We will email you within 2 business days of receiving your order with shipping information from the carrier we have chosen and the date your order will be picked up from our store (1721 Hillside, Victoria BC). The carrier will contact you directly to arrange a delivery date and time to deliver your order to the front door of your home or building. A signature is required to receive the delivery. This process from order to delivery should take 2-5 business days.
  • Made-to-order product: We will email you when your order is ready for delivery and coordinate a convenient day of the week for the carrier to pick up. Please note pickups are available Tuesday-Friday as we are closed on Mondays. Carriers typically deliver 1-2 business days after pick up. They will contact you directly to arrange a delivery date and time to deliver to (not in) your home or building. A signature is required to receive the delivery. 
  • Pricing: Our shipping fees vary depending on your location and order. Once your cart has been assembled, shipping pricing and options will be generated. If you have any questions or if the shipping function is not working correctly please email the store with your address including postal code and items you are interested in. We will be happy to provide a quote.
  • Split Deliveries: If your delivery includes multiple items we usually wait until your entire order is in stock to deliver. If you would like multiple deliveries then multiple delivery charges will apply.
  • Receiving a delivery: When you receive a delivery inspect the boxes prior to signing.
    If there is visible damage to the item through the box follow these steps:
    1. Take 3 pictures of the damaged box: within 1 foot showing the product damage, 2 feet away, and far enough away to see the entire box including the damaged area.
    2. Reject the item that was damaged, sign “Rejected, damaged”
    3. Email our store at info@portersfurniture.ca including the photos taken and your Sales Order number within 24 hours. We will start making arrangements for a new item to be delivered to you at no additional cost.
    If there is damage to the box follow these steps:
    1. Take 3 pictures of the damaged box: within 1 foot, 2 feet away, and far enough away     to see the entire box including the damaged area.
    2. Request the delivery driver open the box enough to see if the item is damaged.
    2a. If there is no damage, sign for the delivery stating “damage to box, subject to complete inspection”.
    2b. If there is visible damage to the item, reject the item. Sign “rejected, damaged”
    3. Email our store at info@portersfurniture.ca including the photos taken and your Sales Order number within 24 hours. We will start making arrangements for a new item to be delivered to you at no additional cost.
  • Reschedule and not home: If your order is in transit and you need to reschedule the delivery or you are not available to receive the delivery during your scheduled time, you will be responsible for all additional charges from the carrier.