Shipping & Returns
COVID-19 UPDATE: We continue to take and ship online orders as usual. Please bear with us as pre-ordered items may take longer than anticipated to restock. Condo and apartment deliveries will be to the lobby in the meantime. Please contact us for special delivery requests. More Details >>
At Candace & Basil, we believe in creating a stress-free shopping experience for our customers. That's why we offer free shipping and returns on all Canada-wide orders with our standard shipping option (Newfoundland & Labrador, territories and other remote regions are excluded).
Free Standard Shipping
All C&B products are carefully and professionally shipped using our own delivery team, Loomis Express or our freight forwarding partner Frontier Supply Chain Solutions (depending on your location) right to your ground level door. Standard shipping includes free delivery to the front door of your house or condo/apartment building lobby.
Out of stock items are usually re-stocked within 8-10 weeks, however, further delays are possible during the pandemic. Please contact us for inquiries on ETAs.
Delivery times will vary based on location. See below for details (business days):
Remote (if possible)
3 - 6 days
+ 3 days
4 - 6 days
+ 3 days
|British Columbia||10 - 12 days||+ 3 days|
|Alberta||7 - 10 days||+ 3 days|
|Manitoba||6 - 8 days||+ 3 days|
|Saskatchewan||6 - 8 days||+ 3 days|
|Nova Scotia||5 - 7 days||+ 3 days|
|New Brunswick||5 - 7 days||+ 3 days|
|Prince Edward Island||6 - 8 days||+ 3 days|
*Please note that delivery dates provided are reliable estimates based on vendor-partner order processing times and courier transit times and cannot be guaranteed. Delivery time windows are typically weekdays from 9am to 5pm. Evening deliveries and in-home deliveries in the GTA can be arranged by special request contact us for details. Candace & Basil is not liable for any damage to property resulting from special delivery requests including but not limited to inside delivery.
Free Exchanges and Returns
If you wish to exchange or return an item, please let us know within 30 days of receiving your order. Once we have reviewed and approved your request, you will be sent a free return shipping label to be attached to the original packaging. Finally, the package will be picked up from your location by our own delivery team, Loomis Express or Midland (depending on your location). Once the times are received back in our warehouse, you will be issued a full refund. Please note that the entire return process of scheduling the pickup, return transit and inspection typically takes 2-3 weeks.
In order for us to accept your return, the item must be:
- Packed (or repackaged) securely in its original packaging
- Free of any and all damages
- Unassembled (and was never assembled)
You may remove the contents of the item out of the packaging as long as they are not assembled and are placed back into the original packaging for return.
Please note that if an item is received damaged, it must be reported prior to assembly and within 3 business days of delivery.
*All custom items, open box items, pillows and mattresses are non-refundable and are final sale.
Free Curbside Pickup/Return
In the local area? We offer free pickups from our warehouse at 565 Otto Rd., Mississauga. Simply place your order online and select the pickup option. We will contact you once your order is ready for pickup (typically 1-3 business days for in stock items). A valid ID is required at the time of pickup. For a faster return/refund, you may also drop your order back at our warehouse.
Our warehouse hours are:
- Mon - Fri: 9:30am - 5:30pm
- Sat - Sun: Closed
- Statutory holidays: Closed
Order Cancellations & Modifications
Customers may cancel or modify pre-orders and stock orders at least 2 business days prior to shipping. If you wish to cancel or modify an order, please notify us immediately. Once the order has shipped, it cannot be cancelled or modified. However, a return pickup for a full refund or exchange can be arranged after delivery as long as the return criteria mentioned above are met.
Order modification can cause delays in shipping as the shipping & processing time will typically start from the modification date (ie. if the estimated delivery is 4-6 business days from the date of your order, this will restart at the date of modification). Modifications include but are not limited to changes in delivery address, contact details, product changes, etc.
Custom orders are final sale but can be modified or cancelled for a full refund up until 5 business days after the order is placed. After 5 business days, cancellations will not be possible. Modifications to custom item(s) after this time frame may not be possible and can cause delays to the lead time, although delivery and contact details can be modified without causing delay up until 2 business days prior to shipping.
We reserve the right to cancel any order at our discretion. If an order is believed to be fraudulent/high risk, it will be cancelled without notice and a full refund will be issued to the cardholder.
C&B Local Delivery Scheduling
Depending on your order and delivery region, our local delivery team will complete your delivery. Our Customer Care team will contact you to arrange a delivery date and our local drivers will follow up with a 30 minute notice on the day of delivery.
Courier Deliveries & Tracking
Please track your shipment using the tracking number provided and ensure that someone will be available at your shipping address to receive the delivery. If you miss your delivery, your package(s) will be held at the courier's nearest depot for pickup for 5 business days. If you know you will not be available to receive your shipment ahead of time, you may leave a signed note at your door instructing the delivery driver to leave your package at any secure location on the property (ie. your backyard or with the front desk). Please note that if you leave written and signed permission for the packages to be left on the property, neither Candace & Basil nor the courier is responsible for any lost or damaged items. Please call the appropriate courier with any questions or concerns.
Loomis Express: 1(855) 256-6647
Frontier: 1(877) 704-3727
We ask that our customers inspect their order prior to use/assembly. In the off-chance that you receive a damaged item, we require notice within 3 days of delivery. Once we're notified, we will replace the affected part(s) or send a complete replacement, if necessary. Report a damaged order.