Shipping Policy

Your Order, Handled with Care

We’re committed to delivering your order quickly, safely, and efficiently. All CHITA products are securely packaged and shipped via trusted third-party delivery partners to ensure they arrive in excellent condition.

Delivery Methods & Areas

We work with a trusted network of delivery partners to ensure that your order reaches you safely. Note that if your order contains multiple items, they may be shipped separately by different delivery partners. Shipping costs are calculated per shipment (not per total order) and are based on the warehouse location from which your items are being shipped. The delivery speed depends on the type of product, product availability, and the distance between the warehouse and your shipping address.

Product	Standard Products	Oversized Items (e.g., sofas)
Delivery Method	FedEx	Truck Delivery
Deliverable Area	Delivery Supported in: All area	Delivery Supported in: Alberta,British,Columbia,Manitoba,New Brunswick,Newfoundland and Labrador, Nova,Scotia,Ontario,Prince Edward Island,Quebec,Saskatchewan Please note: We work with third-party truck delivery companies. Depending on their policies, certain areas may be classified as "remote areas," and an additional delivery charge may apply.
Optional Shipping Services*	Standard: Free	Standard: Free Room of Choice :Start at C$139 White Glove: Start at C$279

We currently do not deliver to:

Northwest Territories,Nunavut,Yukon

Please note that delivery availability may vary within these provinces.
Some remote or rural areas may not be serviceable.
To confirm whether we can deliver to your address, please enter your postal code (ZIP code) at checkout or in the delivery checker tool on our website.

Shipments are delivered Monday through Saturday, between 7:00 a.m. and 7:00 p.m local time. If you need delivery outside these hours, please contact us before your order is processed to inquire about availability in your area. However, please keep in mind that we may not be able to accommodate all requests.

It is your responsibility to ensure that your items will fit through doors, staircases, and elevators in their packaging before placing your order. Product and package dimensions are included in the product description on our website. Failed delivery due to our inability to access your home will result in additional delivery charges.

While we can arrange for your order to be shipped to a freight forwarder on a case-by-case basis, CHITA assumes no responsibility for any issues that may arise once the shipment is in the hands of the freight forwarder.

Shipping Fees & Locations

Shipping fees are charged per shipment, not per order, and are set at fixed flat rates based on the shipment’s value and delivery location.

Please note that for orders containing multiple items, the number of shipments may vary depending on the estimated delivery dates of each item. Shipping fees are calculated based on your location and the subtotal of your order. The total shipping fees will be displayed during the checkout process after determining the number of shipments required for your items.

Types of Delivery

For some major cities, Free Shipping is applicable to all shipments, excluding add-on services (Room of Choice or White Glove).

We offer 3 types of delivery service options: Standard, Room of Choice or White Glove. Regarding part of Sofas, we provide the Room of Choice or White Glove services.

We provide a Standard Service by default, but you may opt for Room of Choice or White Glove service for an additional service fee. Each service fee is per shipment, not per order. If the order contains multiple shipments, you will be able to select which shipment(s) you would like to apply the delivery service to during the checkout process.

1. Standard Service
We will deliver your item(s) to either the ground floor, lobby or first dry area of your home (such as garage, front porch, lobby, etc) or apartment building. Deliveries to any address that require using a lift or staircase will be left at the entrance of the lift or foot of the stairs. This service does not include unpacking, assembly or rubbish removal. Your signature won’t be required — our team will simply photograph your order at your doorstep as proof of delivery
To initiate delivery, we will send an email notifying that your order is ready to ship. You will then either receive a fixed delivery date with tracking information or be contacted by our delivery partner to arrange a delivery day and time window.
2. Room of Choice (Most Popular)
We deliver your item(s) to the room of your choice within your home, including up to two flights of stairs, for an additional flat rate of C$139 plus applicable taxes, depending on your zip code. If your building has elevator access for deliveries, no extra fees will be charged. For stair deliveries, the first two flights are free, and each additional flight will incur a fee of C$27. This service does not include assembly, trash removal, or relocation of existing furniture.

We will email you when your order is ready to be shipped. Our delivery partner will then contact you to set a delivery day and time window.
3. White Glove
We offer delivery to your room of choice, including up to two flights of stairs, along with unpacking and up to 30 minutes of assembly of your item(s), plus trash removal. This service costs an additional flat rate of C$279 plus applicable taxes, depending on your zip code. Additional stairs beyond two flights will incur extra fees. This service does not cover moving or removing your old or existing furniture.

We will email you when your order is ready to be shipped. Our delivery partner will then contact you to set a delivery day and time window.

Note: Please measure and ensure that your items will fit through doors, staircases and elevators in their packaging before you place your order. If we are unable to get your furniture into your home because of customer, you will be responsible for redelivery fees if you choose to have the products redelivered at a later date, or the return shipping and warehouse restocking fees if the order is cancelled. Upon arrival, our delivery partners will deliver your products based on the selected service options.

In addition, please protect your flooring and surroundings from potential damages prior to the delivery. Our delivery partners will not be responsible for any flooring or surrounding damages. Delivery personnel are not permitted to move existing furniture present in your home.

To get a better understanding of the service in your area based on the items you have purchased, feel free to contact us.

Receiving Items

For security purposes, our delivery partners may ask to verify your photo ID before unloading your products. If you fail to comply with this verification, it will be treated as a refusal of delivery — the item(s) will be returned to our warehouse, and you will be charged a service fee. If you choose to reschedule, an additional delivery fee will be applied.

Upon delivery, you or a designated representative must carefully inspect the item(s) before our delivery partner leaves the premises. You must report any damage or defects to CHITA within 3 business days of delivery and documented on the proof of delivery form. Please contact us with photos of the damage or defect within 7 business days. We will respond within 3 business days.

CHITA reserves the right to determine, at its sole discretion, whether a product or component of a product has failed due to a defect or wear and tear. CHITA may offer a replacement or repair at its discretion. If an exchange for a defective item is not feasible, CHITA reserves the right to provide a substitute or a full refund. Availability of repair or replacement depends on our current inventory. CHITA is not liable for any direct or indirect consequences of delivery delays, nor do such delays entitle the customer to cancel the agreement or seek damages.

Signing of Proof of Delivery Receipt (POD)

A POD is not simply a receipt of delivery, but an acknowledgment that the goods arrived intact. All too often, PODs are signed without inspecting your delivery.

We advise confirming that the shipment was intended for you, that the entire order has been delivered, and that it was delivered undamaged.

Anything not indicated on this form before signature will result in CHITA being unable to authorize any damage claims after your driver has left.

Please follow this checklist we have created for you to follow before the Point of Delivery (POD) is signed:

Checklist:

1. Please check all cartons for visible damage.

2. Please confirm you have received the correct items as per the POD and the delivery order.

3. If you have White Glove delivery: Please wait until all items have been assembled and there is no visible damage to the items. Then sign off on POD.

4. If there is serious damage to a carton please check whether the product is damaged.

5. If there is damage: Please take photos of the damage, cartons and product ID code.

6. Please indicate any property damage caused by delivery on the POD. We will need to photos and video footage of the damage occurring to document the damage.

After you’ve gone through your entire shipment and documented any issues, you may obtain the driver’s signature or initials next to your notes about the damaged items on the POD.

*Please do not dispose cartons until the issue is resolved.

Estimated Delivery Date

‘Estimated Delivery’ lead-times shown on each product page indicate the estimated date range you can expect the item to arrive at your delivery location. This lead time includes time taken for stock movement from manufacturing locations to our warehouse (this includes factors such as whether an item is made-to-order), and last mile delivery to your door.

Simply enter your zip code on any product page to see an estimate of when you can expect to receive the item. Please note that these dates are an estimate and may be subject to potential unforeseen delays.

Scheduling and Tracking of Shipments

You will receive an email notification when your order departs our local warehouse.

For FedEx or UPS deliveries, tracking information will be provided via email.
For deliveries handled by our specialized carriers, the carrier will contact you directly to confirm a delivery date and time frame.

DELAYING/HOLD SHIPMENTS

We are able to provide 3 days of free storage for all shipments. The 14 days of free storage begins from when you receive the “It's on its way!” e-mail and/or when attempt of delivery scheduling begins.

DELAYED SHIPMENT / DELIVERY DUE TO UNFORESEEN SITUATIONS

In the event of delay in shipment due to unforeseen situations, CHITA reserves the right to reschedule the delivery, subject to the availability of the next open delivery date.

No specific time of delivery can be provided. A time frame will be advised but cannot be guaranteed. CHITA shall not be liable for any consequences or any loss suffered or expenses incurred (whether direct or indirect) due to the delay in the shipment / delivery of the goods and no such delay shall entitle the customer to treat this agreement as being repudiated by CHITA or to any comparison.

Order Cancellation:

Cancelled at Origin Terminal – No Charge

Cancelled In-Transit – C$200

Redelivery Fee

Any lastminute changes for scheduled delivery dates must be requested 3 business day after ordered prior to your confirmed delivery. Any last-minute requests after said timeframe will be subject to a re-delivery fee of C$135 as well as any applicable taxes.

Missed Deliveries

Our delivery partners will contact you to schedule your delivery slot. All delivery appointments are confirmed with customers before departure. If a delivery could not be completed because of customer’s non-availability, CHITA will charge C$200.

Please note that orders will be cancelled and subject to C$149 if you cannot be reached to schedule your delivery date with the carrier. During the day of delivery, you will need to be available to be contacted either by call or email. If you are not present and/or available at the delivery address within your allocated delivery slot, our delivery partners will wait for approximately 15 minutes before they leave. All undeliverable orders will be returned to our distribution center and restocked. To reschedule for a delivery to the correct delivery address, we will contact you to arrange for the next available delivery with a re-delivery fee(charge at cost). We do ask that you let our delivery partners know of any necessary changes to your delivery slot at least three business days in advance.

Waiting Time:

Our delivery partners will confirm delivery time frames with you 24 hours prior to the scheduled delivery time, and 30 minutes prior to arrival. However, if the customer is not at home upon arrival, the delivery team will notify the customer of his arrival. If the customer requests that the delivery team wait until he/she reaches his/her home, the team will wait for 15 minutes at no additional cost. However, any waiting time after the first 15 minutes will be charged. Delivery team will not wait for any customer for more than 30 minutes following arrival during scheduled delivery timeframe.

Incorrect Delivery Address

All undeliverable orders will be returned to our distribution center and restocked. To reschedule for a delivery to the correct delivery address, we will contact you to arrange for the next available delivery with a re-delivery fee.

Delivery Restrictions

We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and also areas that are inaccessible for our home delivery services.

We cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the items we sell.

Last updated: July 29, 2025