Shipping Policy (24K Maple Supply)

At 24K Maple Supply, we are committed to a clear and legally compliant shipping policy for our customers. This policy outlines how we ship our oversized products (such as beauty and massage beds) within Canada, in alignment with Canadian shipping laws and e-commerce regulations. Please review the sections below for details on delivery methods, costs, and customer responsibilities.

Oversized Delivery Method

Most of our products are oversized and shipped via freight carriers on pallets for safety. We partner with Freightcom and its network of professional carriers to deliver your order. Standard delivery for oversized items is curbside or ground-floor drop-off only. This means the item will be delivered to the ground level of your address (e.g. curbside, driveway, or building entrance) and will not be carried inside or upstairs by the driver. The shipment will arrive in a large truck equipped with a lift-gate to lower the pallet to the ground.

Upon shipment, you will receive tracking information. Freight deliveries typically require an appointment – the carrier will contact you by phone to schedule a delivery window once your order reaches the local depot. Deliveries are usually made on weekdays during business hours. Please ensure you (or an authorized person) are available to accept the delivery during the scheduled time. If no one is present and a re-delivery or storage is needed, additional fees may apply (see Customer Responsibilities below).

Standard Curbside Delivery (Ground Floor Drop-Off)

Our Standard Delivery provides ground-floor drop-off only. The driver will unload the pallet from the truck and place it at the nearest curb, driveway, or ground-level entrance of your property. For apartments or businesses, delivery is typically to the building’s ground-floor lobby or loading area. **The delivery personnel are not authorized to unpack, assemble, or carry items beyond the drop-off point. This policy is for both safety and insurance reasons, and is standard for freight shipments of heavy items.

Please note that with curbside delivery, it is the customer’s responsibility to move the item inside after drop-off. We strongly recommend arranging help on the delivery day, as these products are heavy. The pallet and packaging will remain with you at delivery; disposal or recycling of these materials is the customer’s responsibility. 

Standard curbside delivery is included in our shipping rates and in free shipping promotions (for eligible orders), unless you opt for an upgraded service (explained below). This level of service ensures a safe drop-off at your location but does not include any in-home placement or setup.

White Glove Delivery Service (Optional Upgrade)

For customers who require additional assistance, we offer an optional White Glove Delivery Service by prior arrangement. White Glove service provides a higher level of delivery care, including inside delivery and basic setup:

• Inside Delivery & Placement: A trained two-person team will bring your item inside your home or business, deliver it to the room of your choice (up to one flight of stairs if applicable), and set it in place.

• Unpacking & Debris Removal: The team will unpack the product and remove the packaging materials (boxes, pallet, wrap) from your premises. If light assembly is required (e.g. attaching legs), they will perform basic assembly as needed. Full assembly or installation services are not included.

• Appointment Scheduling: White Glove deliveries are scheduled in advance at a mutually agreed time window, similar to standard freight (typically a 3–4 hour window). A signature will be required upon completion of service.

How to Request: White Glove service is not automatically included with any order and must be requested before shipment. Additional fees will apply for this service, which we will quote to you for approval. The cost depends on your location and the complexity of handling required. White Glove service is available in most urban and suburban areas of Canada; however, it may not be offered in certain remote regions. Arranging White Glove delivery may also add a few extra days to the delivery timeline to coordinate the specialized team.

Important: If you wish to upgrade to White Glove service after your order has already shipped, we will do our best to accommodate, but significant surcharges and delays will occur. To avoid these, please arrange White Glove at the time of purchase or as early as possible.

Shipping Costs & Free Shipping Eligibility

Standard Shipping Costs: Shipping charges for oversized items are calculated based on your location and the total weight/dimensions of the shipment. Any applicable shipping fees will be clearly shown at checkout before you finalize your order (in compliance with Canadian consumer protection regulations on clear pricing disclosure). We do not add any hidden handling fees. If your address is in a remote area, a provisional surcharge may appear at checkout (see below for remote areas). Shipping charges are generally non-refundable once the item has shipped, except in cases of order cancellation before dispatch or as required by law.

Free Shipping on Orders Over $3,000 CAD: We offer a free standard shipping promotion for qualifying orders of oversized products totaling over $3,000 CAD (before taxes). If your order meets this threshold, standard curbside delivery is provided at no charge, provided the delivery address is in a non-remote area of Canada. "Non-remote" generally means locations that our carriers service by regular ground freight at normal rates (mostly major cities and towns). This free shipping offer does not apply to remote or hard-to-reach locations that require special freight arrangements.

We strive to honor the free shipping on all eligible orders, but surcharges may apply in certain cases (for example, if you are in a location with limited road access or requiring air transport). In such cases, we reserve the right to notify you if additional shipping costs are necessary after you place the order. If an unexpected surcharge is required, our team will contact you with details; you will have the option to accept the extra shipping fee or cancel the order for a full refund, with no penalty. We believe in transparency and will not charge your card for undisclosed shipping fees without your consent.

Return Freight Costs for Free Shipping Orders

For orders that originally qualified for free shipping, discounted shipping, or any shipping promotion, the shipping cost is not waived in the event of an approved return, refused delivery, return-to-sender, or customer-requested return arrangement, unless the return is required due to a verified defect, covered delivery damage, fulfillment error by 24K Maple Supply, or another circumstance where applicable law requires otherwise.

If 24K Maple Supply agrees in writing to accept a return for a non-defective item, change of mind, buyer’s remorse, personal preference, incorrect item selection, or any other customer-requested reason outside our standard return eligibility, the customer will be responsible for both:

1. The actual original outbound shipping or freight cost incurred by 24K Maple Supply to deliver the order, even if the customer was not charged for shipping at checkout; and
2. The return shipping, freight, pickup, pallet, packaging, storage, re-delivery, reconsignment, or return-to-origin charges required to send the item back to our designated warehouse or return location.

These freight costs may be deducted from the refundable amount, charged separately before the return is arranged, or otherwise collected as permitted by law. Free shipping promotions apply only to the initial delivery of eligible orders and do not include return freight or reimbursement of the original freight cost after shipment.

All returns must be approved in writing before shipment. Unauthorized returns, freight-collect shipments, inadequately packaged returns, or returns sent to the wrong location may be refused, delayed, returned at the customer’s expense, or deducted from any approved refund.

Delivery Scheduling & Appointments

For oversized freight shipments, deliveries are scheduled by appointment to ensure someone is present:

• Carrier Appointment: Once your order is ready for delivery in your area, the carrier will contact you (usually by phone) to arrange a delivery date and a time window. Typically, residential freight deliveries are scheduled Monday to Friday during daytime hours. You will be offered a window (e.g. 3-4 hours) during which the driver will arrive.

• Customer Availability: Please provide an active phone number at checkout and promptly return any calls or messages from the carrier. You or an authorized adult should be available at the arranged time to receive the shipment. If you need to reschedule, inform the carrier or our customer support as soon as possible.

• Missed Delivery Attempts: If a delivery appointment is missed (e.g., no one is present to accept the goods during the agreed window), the freight carrier may charge a re-delivery fee or storage fee. These additional charges due to missed appointments or storage will be passed on to the customer, as they result from availability issues beyond our control. To avoid these fees, ensure someone is on-site or give us advance notice to reschedule.

• Signature and Inspection: Upon delivery, the driver will require a signature confirming receipt. Before signing, we strongly encourage you to inspect the pallet and packaging for any obvious damage. If you see significant damage to the box or item, note it on the delivery receipt (or refuse the delivery if the item appears severely damaged) and contact us immediately for assistance.

By scheduling deliveries and requiring signatures, we comply with industry best practices and Canadian standards for secure freight delivery. This process helps ensure that your order is delivered in good condition and received by the intended party.

Customer Responsibilities at Delivery

When your order arrives, certain tasks fall under customer responsibility to ensure a smooth delivery experience, especially for standard curbside deliveries. Please be prepared to:

• Be Present to Receive: Ensure you (or a trusted representative aged 18+) are available during the delivery appointment to receive the shipment and sign for it.

• Inspect the Shipment: Before the driver leaves, quickly inspect the exterior of the shipment. If you notice any damage to the packaging or product, inform the driver and make a note on the delivery slip (and please take photos). This documentation helps if a freight claim is needed.

• Move the Product Indoors: After the driver has dropped off the pallet, it is your responsibility to remove the product from the pallet and move it inside your home or business. Delivery crews for standard service will not carry items inside. Please have any necessary help or equipment (dolly, tools, extra person) ready to move the item safely.

• Unpack and Assembly: You are responsible for unpacking the product and any assembly that may be required (unless you have purchased White Glove service). Carefully remove packaging and follow any assembly instructions provided. For safety, do not attempt to operate or use equipment (e.g. electric massage beds) until fully assembled per the manual.

• Pallet and Packaging Disposal: You are responsible for disposing of the shipping pallet and packing materials. In many cases, pallets are wooden and can be recycled or repurposed. Cardboard and plastic packaging should be recycled according to local guidelines. The delivery driver will not take these materials back with them under standard delivery service.

• Adequate Assistance: Oversized products are often heavy (100+ lbs). We strongly recommend having two or more people present to carry or maneuver the item once dropped off. Use proper lifting techniques or equipment to avoid injury or damage to the product. 24K Maple Supply is not liable for any injuries or property damage that may occur during the customer’s handling of the product after drop-off. Please exercise caution and consider professional help if needed.

• Follow-Up: If you encounter any issues with the product (e.g. missing parts or concealed damage that was not visible at delivery), please notify us within 2 business days so we can assist. We may require photos and details to file any claims with the carrier or process a solution.

By fulfilling these responsibilities, you help ensure a successful delivery and setup of your new product. Feel free to contact our support if you have any questions or require guidance on handling your shipment.

Liability and Disclaimers

Transfer of Responsibility: Once the delivery has been completed at your address (i.e., the item is dropped off and signed for), the responsibility for the product transfers to you as the customer. 24K Maple Supply cannot be held liable for any loss, theft, or damage to the item after it has been delivered in good condition to the address provided. We strongly advise arranging prompt retrieval of the item from outdoors if it is delivered curbside, to avoid weather damage or theft.

Third-Party Handling: If you hire a third-party moving service or freight forwarder to further transport or relocate the product after our delivery, you assume full responsibility for any risks involved. We are not liable for any damage, defect, or injury that occurs once a third party or the customer takes possession of the item beyond the initial drop-off. Any claims for damage during secondary transport must be resolved between you and the third-party service.

Delivery Delays: We strive to deliver within the estimated timeframes, but please understand that delivery dates are estimates and not guaranteed. Factors outside our control (such as carrier logistical delays, extreme weather, or remote location challenges) can affect transit times. 24K Maple Supply will not be liable for any loss or expense due to delivery delays beyond our control. However, if you experience a significant delay, please contact us — we will work with the carrier to get updates and assist in any way possible. In line with Canadian regulations, we ensure that we do not engage in any misleading promises about delivery times.

Shipping Damage: We take care to properly package and secure all shipments. In the rare event that an item arrives with shipping damage, our obligation is to assist in repairing or replacing the item in accordance with our return/warranty policy. 24K Maple Supply’s liability for goods in transit is limited to the value of the goods and shipping cost; we are not responsible for incidental damages or additional costs arising from a damaged or delayed shipment (for example, loss of income, inconvenience, or third-party assembly fees). That said, we will always support our customers in filing freight claims and getting a fair resolution for shipping issues.

Compliance with Laws: This shipping policy is designed to comply with all applicable Canadian laws and regulations, including consumer protection requirements for clear communication of terms and any relevant transportation regulations. If any part of this policy is found to be in conflict with a mandatory provision of law, that part shall be deemed modified to conform to the law, and all other parts will remain in effect. By placing an order with 24K Maple Supply, you agree to the shipping terms and conditions outlined here, which are intended to be fair and compliant with Canadian standards.

Policy Updates: We may update this Shipping Policy from time to time to reflect changes in our operations or legal requirements. The latest version will always be posted on our website. This policy is effective as of the date at the top of the page. We encourage customers to review it periodically. In case of substantial changes, we may also notify customers via email or during checkout.

If you have any questions or need clarification about our shipping process, please contact 24K Maple Supply customer service. We are here to help ensure your delivery is as smooth and predictable as possible. Thank you for shopping with us and trusting us with your large-item shipping needs!