Shipping & Returns

COVID-19 UPDATE: We continue to take and ship online orders as usual. Please bare with us as reduced labour and high volumes may affect shipping times. 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 Midland Courier (depending on your location) right to your door. Standard shipping includes free delivery to the front door of your house or condo/apartment building lobby.

    Out of stock items are usually shipped within 3-8 weeks. Please contact us for inquiries on ETAs.

    Delivery times will vary based on location. See below for details (business days):

    Province
    Local (Metropolitan)
    Remote (if possible)
    Ontario
    3 - 5 days
    + 3 days
    Quebec
    3 - 5 days
    + 3 days
    British Columbia 5 - 7 days + 3 days
    Alberta 4 - 6 days + 3 days
    Manitoba 4 - 6 days + 3 days
    Saskatchewan 4 - 6 days + 3 days
    Nova Scotia 4 - 6 days + 3 days
    New Brunswick 4 - 6 days + 3 days
    Prince Edward Island 4 - 7 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. Weekend and evening deliveries in the GTA can be arranged by special request contact us for details.

    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).

    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). For a faster return/refund, you may also drop your order back at our warehouse. Our warehouse hours are:

    • Mon - Fri: 9am - 6pm 
    • Sat - Sun: 12pm - 6pm
    • Statutory holidays: Closed

     

    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, a second attempt will be made by the carrier. 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 carrier is responsible for any lost or damaged items. Please call the appropriate carrier with any questions or concerns.

    Loomis Express: 1(855) 256-6647

    Frontier: 1(877) 704-3727

    Damages

    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.

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