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Shipping policy

Shipping & Delivery Policy

Effective Date: January 1, 2024

At Mobler Online, we strive to make every delivery experience smooth, efficient, and reliable. This policy outlines our delivery areas, procedures, communication guidelines, and shipping terms.

Local Delivery Areas

Our standard local delivery area within the Greater Vancouver Regional District (GVRD) includes:

  • West Vancouver

  • North Vancouver

  • Vancouver

  • Burnaby

  • Richmond

  • Delta

  • Surrey

  • Langley

  • Coquitlam

  • Port Coquitlam

  • Port Moody

  • Maple Ridge

For deliveries outside these areas, please contact info@mobleronline.ca for availability and shipping estimates.

Delivery Procedure

Deliveries are made to the front door, lobby, or closest accessible point of your home, apartment, or building unless otherwise agreed in writing.

Our delivery team will knock, buzz, or attempt contact upon arrival.

A signature is required at the time of delivery.

Most local deliveries are scheduled within approximately 14 business days once your order is ready; however, delivery timelines may vary depending on inventory availability, scheduling, weather, traffic, building access, carrier delays, or unforeseen circumstances.

Delivery dates and time windows are estimates only and are not guaranteed.

Building Access & Delivery Conditions

Customers are responsible for ensuring products will fit through all doorways, hallways, elevators, stairwells, entryways, and access points prior to delivery.

Some apartment buildings, strata properties, and multi-tenant buildings restrict access to non-residents or delivery teams. In these situations, delivery will be made to the closest accessible point permitted by the building.

Additional charges may apply for:

  • Stairs

  • Difficult or restricted access

  • Long carrying distances

  • Elevator bookings

  • Multiple delivery attempts

  • Special delivery requirements

Mobler Online reserves the right to refuse delivery if the environment is considered unsafe or inaccessible.

Delivery Rates

Orders under $1,000 (before tax) are subject to a delivery fee based on distance and location, regardless of the number of items purchased.

Orders of $1,000 or more (before tax) may qualify for free standard local delivery within the GVRD.

Large, oversized, fragile, or exceptionally heavy items may be subject to additional delivery charges.

Delivery rates and free delivery thresholds apply only within our standard local delivery area.

Scheduling Your Delivery

Once your order is ready, our delivery team will contact you by email to schedule your delivery appointment.

Customers are responsible for providing accurate delivery information, access instructions, and contact details.

Please notify us in advance of:

  • Elevator booking requirements

  • Restricted access times

  • Construction or access issues

  • Parking limitations

  • Any other special delivery conditions

Delivery Communication Policy

To ensure accurate scheduling, proper documentation, and efficient coordination, delivery communication is handled primarily through email.

1. Email as Primary Communication

All delivery-related inquiries, updates, confirmations, and scheduling requests should be handled by email whenever possible.

Delivery-related questions and updates should be sent to:

jbooth@mobleronline.ca

2. Delivery Bookings

Once your order is ready, our Delivery Manager will contact you with available delivery dates and scheduling information.

Please reply with:

  • Your preferred delivery date

  • Preferred time availability

  • Building or access instructions

  • Any special notes relevant to the delivery

3. Response Times

We aim to respond to delivery-related emails within 2 business days.

Business Hours:
Tuesday to Saturday
10:00 a.m. – 5:00 p.m.

For urgent matters, please indicate urgency in the subject line.

4. Benefits of Email Communication

Using email helps ensure:

  • Clear documentation of delivery instructions

  • Reduced scheduling errors or miscommunication

  • Faster coordination between team members

  • Improved customer service and delivery accuracy

5. Delivery Confirmation

Once scheduled, you will receive a confirmation email with your delivery details.

If delays or changes occur, we will notify you as soon as reasonably possible.

6. Contact Information Updates

Customers are responsible for ensuring their phone number, email address, and delivery information remain current and accurate.

Please notify us immediately of any changes.

7. Exceptions

In certain situations, we may contact you by phone for urgent, time-sensitive, or complex delivery matters. Whenever possible, phone conversations will be followed by email confirmation for documentation purposes.

If email communication is not accessible to you, please let us know and we will make reasonable accommodations where possible.

Missed Deliveries & Failed Delivery Attempts

If delivery cannot be completed due to:

  • Customer absence

  • Incorrect delivery information

  • Inaccessible premises

  • Failure to answer the door or phone

  • Elevator or access restrictions

  • Unsafe delivery conditions

  • Refusal of delivery

  • Failure to secure required building access

additional delivery, storage, or re-delivery fees may apply.

Repeated failed delivery attempts may result in order cancellation and applicable restocking fees in accordance with our Returns, Exchanges & Refunds Policy.

Product Inspection Upon Delivery

Customers are responsible for inspecting products upon delivery or pickup.

Any visible damage, missing items, or delivery concerns should be noted at the time of delivery whenever possible and reported to us within 48 hours of receipt.

Failure to report visible delivery-related issues within a reasonable timeframe may affect our ability to assist with claims or resolutions.

Repackaging Fee

Please retain all original packaging materials.

Original packaging is required for approved returns or exchanges.

If original packaging is unavailable or unusable, a repackaging/restocking fee of up to $120 per product may apply.

Assembly Services

Mobler Online does not directly provide assembly services.

For assembly assistance, we recommend:

assemblyguys.ca

—a trusted local provider serving the Lower Mainland.

Customers outside this area should contact a qualified local assembly provider in their region.

Mobler Online is not responsible for third-party assembly workmanship, scheduling, damages, or service issues.

Shipping Outside Our Local Delivery Area

We proudly serve customers across Canada and may offer shipping options outside the GVRD depending on product type and destination.

1. Shipping Costs

For many out-of-town orders between $1,500–$2,500, shipping may range between approximately 15–20% of the total order value.

Shipping costs vary depending on:

  • Product size

  • Weight

  • Packaging

  • Destination

  • Freight carrier rates

  • Number of items

Please contact us for an accurate shipping quote.

2. Out-of-Town Warranty & Service Limitations

Due to the nature of third-party freight shipping and distance logistics, certain local delivery, assembly, inspection, repair, replacement, or in-home warranty services may not be available for out-of-town orders.

Manufacturer warranties may still apply where applicable; however, customers outside our local delivery area may be responsible for:

  • Shipping costs related to warranty claims

  • Freight damage claims

  • Return transportation

  • Replacement part shipping

  • Local repair or assembly services

Mobler Online does not guarantee in-home service outside the GVRD.

3. Freight Damage Claims

Customers receiving freight shipments outside our local delivery area are responsible for inspecting shipments upon arrival.

Any visible freight damage should be:

  • Noted with the carrier immediately

  • Photographed before unpacking whenever possible

  • Reported to Mobler Online promptly

Failure to report freight damage at delivery may limit the ability to process claims with freight carriers.

4. Returns & Exchanges for Out-of-Town Orders

Out-of-town orders are generally considered final sale unless otherwise required by law.

We strongly encourage customers to carefully review all product dimensions, specifications, finishes, materials, and images prior to purchasing.

If you have any questions before ordering, we are always happy to assist.

Storage & Unclaimed Orders

Orders not picked up or scheduled for delivery within 4 months may be subject to storage fees, cancellation, or restocking fees.

Contact Information

Mobler Online
2471 Vauxhall Place
Richmond, BC, Canada V6V 1Z5

Phone: 604-676-1521
Email: info@mobleronline.ca

Thank you for choosing Mobler Online — we truly appreciate your business and look forward to delivering your new furniture.