Shipping Terms and Conditions
What you need to know when placing an order.

Shipping
How are shipping costs and estimated time of delivery are calculated.

The products in the Peacock & Owl Shop are shipped using a selection of couriers including UPS and our White Glove shipping service depending on the size and the weight of the item(s), right to your ground level door.

Depending on the item you choose the shipping will either be ‘Free’ or have an associated Shipping Cost.

Free Shipping: the item you select indicates shipping is ‘Free’ (regardless of your location).

Shipping Fees: the shipping fee is determined by both the item you choose and your location.

REQUEST A QUOTE PROMPT: There are some items associated with certain locations that will prompt you to request a quote for shipping and estimated shipping time. A quote will be emailed you with an attached invoice outlining the shipping cost and estimated shipping time and your order will be placed on hold. The invoice will allow payment to be made either with Credit Card or PayPal. The total amount will include Product Shipping and Taxes.

To have the quote emailed to you, select the ‘Place Order’ tab.

When selecting an item from the Peacock & Owl Shop you will be shown the price of shipping and estimated shipping time based on the address you provided in the Cart Page.

Multiple Items

Depending on the selection of items purchased the items may have to be shipped separately and therefore all items may not be shipped together/arrive together.

Our shipping and processing fees cover the processing, handling, packing and delivery of your order.

Pease Note:

Please note that estimated shipping times can be subject to change due to circumstances beyond our control. While we strive to provide accurate delivery estimates, there are various factors that may impact the actual shipping timeline.

White Glove Delivery

If your item is delivered through our White Glove service, 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 (i.e. your backyard or with the front desk). In some cases, small parcel orders may be left at your front door without a note so if you prefer to sign for the delivery, please leave a note to not leave the package outside. Please note that if you leave written and signed permission for the packages to be left on the property, neither Peacock & Owl nor the courier is responsible for any lost or damaged items. Please call the appropriate courier with any questions or concerns.

Potential Factors Affecting Shipping Times:

1. Weather Conditions: Severe weather events such as hurricanes, snowstorms, and heavy rains can disrupt shipping routes and delay delivery times.

2. Supply Chain Disruptions: Issues such as port congestion, strikes, and shortages of shipping containers or transportation equipment can lead to unexpected delays.

3. Customs Delays: For international shipments, customs processing times can vary. Delays may occur if shipments are held for inspection or additional documentation is required.

4. Carrier Delays: Shipping carriers may experience operational issues, such as mechanical failures, staffing shortages, or logistical challenges, which can affect delivery schedules.

5. Holiday Seasons: During peak holiday periods, such as Christmas and Black Friday, the volume of shipments increases significantly, which can lead to longer processing and delivery times.

6. Pandemic-Related Disruptions: Health crises and pandemics can cause significant disruptions to global supply chains and transportation networks, resulting in delays.

Our Commitment to You:

We understand the importance of receiving your order in a timely manner and are committed to keeping you informed throughout the shipping process. If there are any changes to the estimated delivery time, we will notify you as soon as possible and provide updates on the status of your shipment.

Tips for Managing Shipping Expectations:

Order Early: If you have a specific deadline or event, placing your order well in advance can help mitigate potential delays.

Tracking Your Order. We will provide tracking information specific to you’re your order.

Stay Informed Check for any updates or notifications from our team regarding changes to your delivery schedule.

Contact Us: [email protected]

If you have any questions or concerns about your shipment, please do not hesitate to contact our customer service team. We are here to assist you and will do our best to address any issues promptly.

While we make every effort to ensure timely delivery, certain factors beyond our control may affect shipping times. We appreciate your understanding and patience in these situations. Our goal is to provide you with the best possible service and support throughout your shopping experience.

*Please note that delivery windows 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 @ [email protected]

What happens if the item I ordered is backordered?

Out of stock items are usually re-stocked within 8-10 weeks, however, further delays are possible during the pandemic. Please contact us @ [email protected] for inquiries on ETAs.

In some cases, shipping may be postponed due to a lack of product availability. Items that are on backorder will be shipped when they are received in stock. In the event of any delay, we will notify you by email.

Can I ship to a P.O. Box?

We cannot ship to P.O. Boxes.

Can I ship international?

Delivery is only available within Canada and the United States. Only customers with a Canadian or U.S.A billing address can purchase from this website.

 

Refund Policy

Eligible items can be returned within 30 days of receiving and order. An original receipt is required for all returns and exchanges. Returns with the original receipt will be refunded in the original form of payment.

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 after delivery. Once we're notified, we will replace the affected part(s) or send a complete replacement, if necessary.

Peacock & Owl is not liable for any damage to property resulting from special delivery requests including but not limited to inside delivery.

INELIGIBLE ITEMS

The following items are not eligible for returns or exchanges, unless defective:

Monogrammed items
Hardwired lighting
Final sale items.
Items damaged through normal wear and tear.
Delivery fees
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.

WAYS TO RETURN

To initiate a Return Request the process begins by using the ‘Return Request Form’ button at the top of the page.
If a return is due to damage or an error on our part, a return shipping label will be provided at no cost to you.
If a return is due to other reasons, and is returned using our provided shipping label, we'll deduct the cost of return shipping from your refund.
Contact Peacock & Owl at [email protected].
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.

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 if 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 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.

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 if 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 (i.e. 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.

REFUNDS

Upon completion of the Return Request Form, returns with the original receipt will be refunded in the original form of payment within ‘45’ days from the time of purchase.

Delivery Fees - Delivery fees are non-refundable.
Purchases are not eligible for price adjustments.

PROOF OF PURCHASE

A valid proof of purchase is required to issue refunds for eligible items. We will accept all the following as proof of purchase.

Electronic receipt.
Original packing slip (with order number visible).
Order number.