Shipping policy

At Urban Chill Shop, we aim to provide reliable, professional delivery for large salon, spa, and wellness equipment across Canada. Due to the size, weight, and freight-handling requirements of many of our products, delivery services are subject to the terms below.

Nothing in this policy limits any non-waivable rights under applicable consumer protection laws.

1. Order Processing

Orders are typically prepared within 2 business days after payment is received and cleared.

Processing time may be longer during peak periods, statutory holidays, severe weather events, inventory verification, or when additional delivery coordination is required.

Orders will not be released until payment has been successfully received and the order has passed any necessary review.

2. Delivery Methods and Service Levels

Urban Chill Shop offers local delivery within the Greater Toronto Area and freight shipping to most provinces across Canada.

Unless otherwise confirmed in writing, standard delivery service for large items is:

  • curbside or ground-level delivery only
  • delivery to the main entrance or nearest accessible ground-level receiving point
  • unloading to ground level using a powered rear lift, where required and included with the booked service

Standard delivery does not include:

  • inside delivery
  • room-of-choice placement
  • upstairs or downstairs carry
  • stair carry
  • unpacking
  • assembly
  • debris removal
  • pallet removal
  • packaging disposal

Any upgraded delivery service, if available, must be arranged and confirmed in writing in advance and may result in additional charges.

3. Free Delivery Eligibility

Urban Chill Shop offers free delivery on qualifying orders over CAD $2,999 before tax.

Free delivery eligibility is based on the merchandise subtotal only and excludes taxes, shipping surcharges, accessorial charges, special handling fees, remote area surcharges, and other non-product charges.

If free delivery does not appear correctly at checkout for an eligible address or order, please contact us before placing your order.

Orders below the free delivery threshold may be subject to shipping charges calculated at checkout or quoted separately, depending on destination, service level, and product type.

4. GTA Local Delivery

We offer local delivery across select GTA areas, including but not limited to:

Agincourt, Aurora, Bolton, Brampton, Concord, Downsview, Don Mills, East York, Etobicoke, Gormley, King City, Maple, Markham, Mississauga, Newmarket, North York, Oak Ridges, Richmond Hill, Scarborough, Schomberg, Stouffville, Thornhill, Toronto, Unionville, Weston, Willowdale, and Woodbridge.

Delivery Time

Local delivery is typically completed within 2 business days after the order has been processed.

5. Canada-Wide Freight Shipping

We ship to most provinces across Canada using trusted LTL and freight carriers. Large items are typically shipped on pallets or in freight packaging for added protection.

Estimated Transit Times After Dispatch

  • GTA local delivery: 1–3 business days
  • Rest of Ontario (outside GTA): 2–5 business days
  • Quebec: 3–7 business days
  • Prairies (MB, SK, AB): 4–8 business days
  • British Columbia and Atlantic provinces: 5–10 business days
  • Remote, limited-service, or carrier-restricted areas: additional transit time may apply

All delivery timelines are estimates only and are not guaranteed. Transit times may be affected by carrier routing, destination terminal volume, weather, road conditions, public or statutory holidays, labor disruptions, access limitations, or other events outside Urban Chill Shop’s reasonable control.

6. Scheduling, Appointments, and Tracking

Order Confirmation

You will receive an order confirmation email after checkout.

Freight Scheduling

For Canada-wide freight deliveries, carriers typically attempt call-before-delivery service on the day of delivery or on the prior business day. Urban Chill Shop may provide the customer’s phone number to the carrier and request call-ahead service, but the exact timing and appointment process are controlled by the carrier and destination terminal.

Customers are responsible for providing an accurate phone number, monitoring their messages, and responding promptly to delivery attempts or appointment requests.

Tracking

Tracking information, PRO number, or BOL number is generally provided after the shipment has been picked up by the carrier. Freight tracking updates may appear with a delay depending on the carrier’s scanning system.

7. Customer Responsibilities at Delivery

Customers are responsible for ensuring that:

  • someone authorized is available to receive and sign for the delivery, where required
  • the delivery location is safely and legally accessible for the booked service level
  • the item can fit through entryways, hallways, elevators, stairwells, and the intended space before ordering
  • appropriate help, equipment, or personnel are available if the item must be moved beyond the standard delivery point
  • the shipment is inspected promptly upon delivery

Customers are also responsible for moving the product indoors, arranging any additional placement or installation services not included in the booked delivery level, and disposing of pallets and packaging materials unless otherwise agreed in writing.

Urban Chill Shop is not responsible for determining whether an item will fit through a customer’s doorway, hallway, elevator, stairwell, or room.

8. Inspection at Delivery and Shipping Damage

Customers must inspect the shipment upon delivery as soon as reasonably possible.

If there is visible damage to the outer packaging, pallet, carton, or product, the customer should:

  • note the damage on the delivery receipt before signing, where possible
  • take clear photos of the packaging, label, pallet, and affected areas
  • contact Urban Chill Shop as soon as possible

Any visible shipping damage, concealed damage, shortages, or incorrect items must be reported within 48 hours of delivery and must include clear supporting photos or videos.

Failure to report delivery-related issues within this timeframe may result in the claim being denied.

Customers should retain the original packaging until the shipment has been fully inspected and accepted. Claims involving shipping damage or concealed damage may be denied if the original packaging has been discarded.

9. Missed Delivery, Storage, and Re-Delivery Charges

If a customer or consignee fails to respond to the carrier, misses a scheduled delivery appointment, is unavailable to receive the shipment, refuses delivery without an approved basis, or requests a delivery change after dispatch, the carrier may impose additional charges.

These charges may include:

  • storage fees
  • re-delivery fees
  • reconsignment fees
  • return-to-origin charges
  • appointment rescheduling fees
  • limited access or special handling fees
  • other carrier accessorial charges

Unless caused by Urban Chill Shop’s error, such charges are the responsibility of the customer and may be invoiced separately or deducted from any applicable refund, credit, or return amount.

10. Pickup Orders

Customers may pick up eligible orders from our Mississauga warehouse by appointment only.

Pickup must be completed within 2 business days after the customer is notified that the order is ready, unless otherwise agreed in writing.

If a pickup order is not collected within the required time, Urban Chill Shop may charge storage fees, reschedule the pickup, or cancel the order at its discretion, subject to any applicable deductions or charges.

Customers or their representatives must inspect pickup orders at the time of collection. Once a pickup order has been released to the customer or the customer’s designated representative, responsibility for handling, transport, and subsequent damage transfers to the customer.

11. Delivery Delays and Carrier Limitations

Urban Chill Shop is not liable for delivery delays caused by carriers, weather, traffic, remote routing, terminal congestion, labor disruptions, inaccurate customer information, customer unavailability, building restrictions, or other events outside our reasonable control.

Delivery delays do not by themselves constitute grounds for cancellation, refusal, chargeback, or compensation unless otherwise required by law.

Urban Chill Shop is not responsible for loss of business, labor costs, technician scheduling costs, missed appointments, inconvenience, or any indirect, incidental, or consequential damages arising from shipping delays or carrier scheduling issues.

12. Risk Transfer and Post-Delivery Handling

Once a shipment has been delivered to the agreed delivery point or released to the customer, consignee, or pickup representative, responsibility for the product transfers to the customer, except to the extent otherwise required by law.

Urban Chill Shop is not responsible for loss, theft, weather exposure, misuse, improper storage, or damage occurring after delivery has been completed.

Urban Chill Shop is also not responsible for damage caused after delivery by:

  • customer handling
  • third-party movers
  • installers
  • contractors
  • building staff
  • customer-arranged transportation
  • relocation after receipt

Any further movement of the product beyond the standard delivery point is at the customer’s risk unless a different service level has been expressly confirmed in writing.

13. Remote Areas, Special Conditions, and Shipping Adjustments

Some postal codes or destinations may be classified by carriers as remote, limited-service, residential freight, appointment-required, or otherwise subject to additional accessorial charges.

If a destination requires special freight handling, surcharge adjustments, or service limitations not reflected at checkout, Urban Chill Shop reserves the right to contact the customer to collect the additional amount, revise the available delivery options, or cancel the order before shipment.

Urban Chill Shop does not ship to P.O. Boxes.

14. Relationship to Other Policies

This Shipping / Delivery Policy should be read together with our Refund & Return Policy and Warranty Policy.

Issues involving shipping damage, refused deliveries, return freight, inspection requirements, or delivery-related claims may also be governed by the applicable terms in those policies.

15. Policy Interpretation

No oral statement, courtesy accommodation, informal message, tracking estimate, carrier comment, or prior customer service communication will modify this policy unless confirmed in writing by Urban Chill Shop.

Any exception granted by Urban Chill Shop is discretionary, must be confirmed in writing, and does not create an ongoing right or precedent.

Urban Chill Shop reserves the right to interpret and apply this policy in a commercially reasonable manner based on the facts of each case.

16. Contact

For delivery questions, freight coordination, or order support, please contact:


Email: info@urbanchillshop.com
Website: www.urbanchillshop.com