Shipping & Delivery Policy

Effective Date: August 12, 2026

At Mobler Online, we strive to make every delivery and pickup experience smooth, efficient, and reliable. This policy explains our delivery areas, scheduling procedures, shipping terms, pickup arrangements, and customer responsibilities.

Local Delivery Areas

Our standard local delivery area within Greater Vancouver includes:

• West Vancouver

• North Vancouver

• Vancouver

• Burnaby

• Richmond

• Delta

• Surrey

• Langley

• Coquitlam

• Port Coquitlam

• Port Moody

• Maple Ridge

For delivery outside these areas, please contact info@mobleronline.ca for availability, timing, and a shipping quote.

Delivery Arrangements

Local orders are delivered by the Mobler Online delivery team or a contracted delivery provider using an appropriate delivery vehicle. Delivery will be made to the address provided by the customer.

Unless otherwise agreed in writing, delivery is made to the front door, lobby, or closest accessible point of the home, apartment, or building.

Our delivery team will knock, buzz, or attempt to contact the customer upon arrival. A signature may be required.

Out-of-town orders are normally shipped through a third-party freight carrier. Available carrier and shipping details will be included in the applicable quote or order communication.

Delivery Dates and Scheduling

For in-stock local orders, an initial delivery date will be displayed before checkout and included in the order confirmation. This date is generally within 14 calendar days after the order is placed unless a different date is disclosed before purchase.

Mobler Online will offer one or more reasonable delivery appointments on or before the initial delivery date. Delivery appointments must be mutually available.

If the customer declines the appointments offered or requests limited delivery days or times, delivery may occur after the initial delivery date. The appointment accepted by the customer will become the revised delivery date and will be confirmed in writing.

Delivery time windows are estimates because weather, traffic, building access, earlier deliveries, and other conditions can affect arrival times.

If Mobler Online cannot offer delivery by the initial or subsequently agreed delivery date, we will contact the customer promptly to discuss and confirm a revised date. Nothing in this policy limits any cancellation, refund, or other rights available under applicable law.

Pickup Orders

For in-stock pickup orders, the expected pickup-ready date will be displayed before checkout and included in the order confirmation. This date is generally within three calendar days after the order is placed unless a different date is disclosed before purchase.

Customers should wait until Mobler Online confirms that the order is ready before arriving for pickup.

Pickup is available from the location identified in the order confirmation or pickup-ready notice. Customers are responsible for bringing a suitable vehicle and any straps, blankets, or other materials required to transport their purchase safely.

Mobler Online is not responsible for damage caused by improper loading, securing, transportation, or handling after the products have been released to the customer or the customer’s representative.

Building Access and Delivery Conditions

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

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

Customers must disclose relevant delivery conditions before the appointment, including:

• Stairs

• Elevator bookings

• Restricted access

• Long carrying distances

• Parking limitations

• Construction or access issues

• Special delivery requirements

Additional charges may apply where these conditions require additional time, personnel, equipment, or delivery attempts. Any charge that can reasonably be determined in advance will be disclosed before it is incurred.

Mobler Online may postpone or refuse delivery where the location or requested delivery method is unsafe, inaccessible, or could reasonably result in injury or property damage.

Delivery Rates

Orders under $1,500 before tax are subject to a delivery fee based on distance and location, regardless of the number of items purchased.

Orders of $1,500 or more before tax may qualify for complimentary standard local delivery within our standard local delivery area.

Large, oversized, fragile, or exceptionally heavy products may be subject to additional delivery charges. Any applicable additional charge that can reasonably be determined in advance will be disclosed before purchase or agreed to before the charge is incurred.

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

Scheduling Your Delivery

Once an order is ready, our Delivery Manager will contact the customer by email with available delivery appointments.

Customers should reply with:

• Their preferred available appointment

• Relevant time restrictions

• Building and access instructions

• Elevator-booking requirements

• Parking information

• Any other information relevant to completing delivery

Once an appointment is scheduled, the customer will receive written confirmation of the delivery details.

Customers are responsible for ensuring their telephone number, email address, delivery address, and access information remain accurate. Please notify us promptly of any changes.

Delivery Communications

Delivery communications are handled primarily by email to provide accurate scheduling records and reduce misunderstandings.

Delivery-related questions and updates may be sent to:

jbooth@mobleronline.ca

We aim to respond within two business days during the following business hours:

Tuesday to Saturday
10:00 a.m. to 5:00 p.m.

If a delay or scheduling change occurs, we will notify the customer as soon as reasonably possible.

In urgent or complex situations, we may contact the customer by telephone. Whenever practical, telephone discussions affecting delivery arrangements will be confirmed by email.

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

Missed or Unsuccessful Deliveries

Delivery may be unsuccessful because of:

• Customer absence

• Incorrect delivery information

• Failure to answer the door, buzzer, telephone, or other contact attempt

• Inaccessible premises

• Missing elevator reservations or building access

• Unsafe delivery conditions

• Refusal of delivery

• Undisclosed access restrictions

Where reasonable notice of an appointment was provided but delivery could not be completed for a customer-related reason, reasonable redelivery, storage, or additional service charges may apply.

Any new delivery appointment will be confirmed with the customer. Repeated unsuccessful delivery attempts may result in cancellation or other charges where permitted by the Returns, Exchanges & Cancellations Policy and applicable law.

Inspection Upon Delivery or Pickup

Customers should inspect their products upon delivery or pickup.

Visible damage, missing products, or other delivery concerns should be noted at the time of receipt whenever possible and reported to Mobler Online within 48 hours.

Photographs and a description of the concern may be requested to help us investigate and arrange an appropriate resolution.

Reporting concerns promptly helps us pursue carrier claims and determine what occurred. This reporting request does not limit any rights or remedies available under applicable law.

Packaging

Please retain all original packaging materials until you have inspected and accepted the products.

The condition and availability of original packaging may affect whether a voluntary return or exchange can be approved and what restocking, repackaging, or other charges may apply.

Returns and exchanges are governed by our Returns, Exchanges & Cancellations Policy. Nothing in this section limits rights available under applicable law.

Assembly Services

Mobler Online does not directly provide assembly services.

For assembly assistance in the Lower Mainland, customers may contact:

assemblyguys.ca

Customers outside this service area should contact a qualified local assembly provider.

Any recommended assembly company remains an independent third party. Mobler Online is not responsible for third-party workmanship, scheduling, damage, or other service issues, except where applicable law provides otherwise.

Shipping Outside Our Local Delivery Area

We may offer shipping to destinations across Canada depending on the product, destination, and available freight service.

Shipping Costs

For some out-of-town orders between $1,500 and $2,500, shipping may cost approximately 15% to 20% of the order value. This is only a general estimate.

Actual shipping costs depend on:

• Product dimensions

• Weight

• Packaging requirements

• Destination

• Freight-carrier rates

• Number of products

Please contact us for a shipping quote. The applicable shipping charge and available delivery information will be disclosed before the order is finalized.

Out-of-Town Service Limitations

Because out-of-town orders are transported by third-party carriers, local delivery, inspection, repair, replacement, assembly, or in-home warranty services may not be available.

Manufacturer warranties may continue to apply. Depending on the circumstances and applicable warranty terms, customers outside our local service area may be responsible for freight, replacement-part shipping, local repair, or assembly expenses.

These limitations do not exclude responsibilities or customer rights that cannot legally be excluded.

Freight Damage

Customers receiving freight shipments should inspect the shipment upon arrival.

Visible freight damage should be:

• Noted on the carrier’s delivery record

• Photographed before unpacking whenever possible

• Reported promptly to Mobler Online

Prompt reporting helps us pursue a claim with the freight carrier. A delay in reporting may affect the evidence available to support a carrier claim but does not limit any rights that cannot legally be limited.

Out-of-Town Returns and Exchanges

Returns, exchanges, cancellations, and refunds for out-of-town orders are governed by our Returns, Exchanges & Cancellations Policy.

For an approved voluntary change-of-mind return, the customer is generally responsible for return freight and related transportation costs. Products specifically identified as clearance, floor models, AS-IS, final sale, or otherwise excluded under that policy remain subject to the stated restrictions.

Nothing in this section limits rights available under applicable law.

Storage and Unclaimed Orders

Customers should arrange pickup or delivery within a reasonable period after being notified that their order is ready.

Orders not picked up or scheduled for delivery within four months may be subject to storage charges, cancellation, or restocking charges in accordance with the Returns, Exchanges & Cancellations Policy and applicable law.

Before imposing a charge or cancelling an order, Mobler Online will provide reasonable written notice and an opportunity to make arrangements, where reasonably possible.

Contact Information

Mobler Imports Ltd., doing business as Mobler Online.ca
2471 Vauxhall Place
Richmond, British Columbia
Canada V6V 1Z5

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

Thank you for choosing Mobler Online. We appreciate your business and look forward to helping you receive your new furniture.