The Cocoon Pillow

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 local orders (most “L”, “M” and “N” postal codes) with our standard shipping option. Shipping charges for remote/and or out of province orders are calculated at checkout prior to purchase (excludes the Territories).

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 for local Ontario orders. Shipping charges will apply to all non-local deliveries. Contact us for freight pricing inquiries or proceed to checkout to calculate freight costs for your order prior to completing your purchase.

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):

*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.

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, we will schedule a return pickup with you. Finally, the package(s) will be picked up from your location by our local delivery team or by courier (depending on your location). Please note that the entire return process of scheduling the pickup, return transit and inspection typically takes 2-3 weeks. Ontario return shipping is free for local orders. Return shipping will be equal to the delivery shipping paid on the order and will apply to all returns outside of our local area. All shipping charges are non-refundable.

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.

If Candace & Basil stores the item for you for a deferred delivery, a $20/week storage charge will be deducted from the refund in the case of a return or cancellation.

*All made to order items, custom items, display items, open box items, pillows, duvets, bedding, mattresses and mattress protectors 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 pickup hours are:

• Mon - Fri: 10am - 5pm 
• Sat - Sun: 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.

Made to order and 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.

If Candace & Basil stores the item for you for a deferred delivery, a $20/week storage charge will be deducted from the refund in the case of a return or cancellation.

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

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.

Manufacturer's Limited Warranty

This Limited Warranty applies to physical goods, and only for physical goods, purchased from Candace & Basil. 

A minimum 365 day manufacturer's warranty applies to all products. The term begins from the date of delivery. Items with longer warranties will be outlined in the product description (most custom items have a 2-5 year limited warranty and some pillows & mattresses have a 10 year limited warranty).

What does this limited warranty cover? 

This limited warranty covers any defects in material or workmanship under normal use during the Warranty Period. 

During the Warranty Period, Candace & Basil will repair or replace, at no charge, products or parts of a product that proves defective because of improper material or workmanship, under normal residential use and maintenance. Items that arrive visibly damaged or defective, must be reported prior to use and/or assembly within 3 days of receipt.

A replacement Physical Good or part assumes the remaining warranty of the original Physical Good.

What will we do to correct problems? 

Candace & Basil will either repair the product at no charge, ship new replacement parts, or replace the entire unit at our discretion.

What does the limited warranty not cover? 

The Limited Warranty does not cover any problem that is caused by: 

• conditions, malfunctions or damage not resulting from defects in material or workmanship (ie. irregular use, wear and tear or accidental damage)

What do you have to do? 

To obtain warranty service, you must first contact us to determine the problem and the most appropriate solution for you.

Service areas

Warranty claims must be associated with the original address on file at the time of order. In the case of a move please check with us to ensure coverage eligibility for the new address. Although we service and ship to most of Canada, some remote regions are outside of our reach and excluded from our shipping and service regions. 

3 YEAR EXTENDED COVERAGE

Purchase extended coverage for your investment here.