Shipping policy

Shipping & Delivery Policy · Last updated October 2, 2026

How we process orders, how long delivery takes, what you need to do on delivery day, and which costs sit with us versus with you.

The short version

• We call our delivery service Insured Delivery to Your Door. The delivery company brings your order to your property and unloads it there. Getting it inside is on you, so it’s worth having a hand ready.
• Pickup is free at our Kelowna, Calgary and Edmonton showrooms.
• Order processing takes 1 to 2 business days, up to 5 during busy periods.
• Most items arrive in 4 to 8 business days. Special-order pieces take 4 to 5 weeks. Each product page tells you which one applies to your item.
• Deliveries happen Monday to Friday, 9am to 5pm, and you need to be around.
• Once a large item reaches your local freight terminal, you have 3 business days to book a delivery date, or storage fees may apply.
• Delivery dates are estimates, and the delivery fee isn’t refunded once an order has shipped, except where the law requires it. If we miss your delivery date by more than 30 days, you can cancel for a full refund.

This summary is here for convenience. The full policy below is what actually applies.

In this policy

Orders are typically processed within 1 to 2 business days. During busy periods (Black Friday, holidays, high-volume sales), that can stretch to 5 business days. Backordered or pre-order items may take longer to process, we’ll email you if that applies to your order.

Most in-stock items arrive in about 4 to 8 business days from when your order ships. Special-order pieces, ones made or brought in specifically for your order, take about 4 to 5 weeks. Each product page tells you which timeline applies before you buy, so you’ll know going in. These are estimates, not guarantees, and can shift due to carrier scheduling, weather, remote locations, or anything outside our control. See section 9 for what happens if your order is late.

Delivery is priced by your order total before tax, charged once per order:

Pickup at our Kelowna, Calgary or Edmonton showroom is free. Once your order ships, the delivery fee you paid is not refunded, even if the delivery is refused or can’t be completed, or the order is returned. The only exception is where the law requires a refund, such as a late order cancelled under section 9.

Deliveries happen Monday to Friday, 9am to 5pm. For larger items that ship by freight, the delivery company will contact you to book a date and time window, and you’ll need to be available during that window. Smaller items and the Olivia ship by parcel courier, which doesn’t book a time: your tracking shows the day it’s out for delivery, so it helps to be home that day. This is Insured Delivery to Your Door: the delivery company brings your order to your property and unloads it there. Getting it from there into your home, up any stairs, and into place is on you, so plan to have help on hand. Asking for a specific date, a specific time, or a delivery outside these hours may come with an extra carrier fee, contact us ahead of time for a quote.

For big items that ship by freight, once your order reaches the local terminal, you have 3 business days to book a delivery date. Miss that window and storage fees may apply, those are the customer’s responsibility. We’ll send tracking so you can watch for it. Smaller parcels (sent by courier) arrive directly and don’t involve a scheduling call.

If you refuse a delivery after it’s shipped, the order is treated as fulfilled, the delivery fee isn’t refunded, and any return shipping or storage costs are charged to you. It’s handled as a return afterward, if the item still qualifies for one under our return policy. A refused delivery isn’t the same as an order that never arrived. The same applies if a delivery can’t be completed because no one is available during the booked window, the address is wrong or the truck can’t reach it, or a freight delivery isn’t booked within 3 business days: the delivery fee isn’t refunded, and you pay any re-delivery, return freight and storage charges. This section doesn’t apply to a late order you’ve already cancelled under section 9; in that case, we arrange and pay for its return.

Some postal codes are classified as remote by our carriers, and can carry a surcharge from $25 up to several hundred dollars. If your address falls into this category, we’ll contact you before anything ships so you can approve the surcharge or cancel the order. These surcharges aren’t negotiable, since they come from the carrier, not from us.

We ship here too. The fee shown at checkout is an estimate, additional surcharges can apply, and we review every order to these areas before it ships, contacting you first if there’s an extra cost so you can decide whether to proceed.

Delivery dates are estimates. The exact day can shift because of the carrier, the weather, a supplier delay or other events outside our control, and if that happens we’ll tell you the new expected date. Your delivery date is the date, or the end of the delivery window, shown on the product page when you ordered, or a date we later give you in writing.

If we haven’t delivered your order (or had it ready for pickup) within 30 days after that delivery date, you can cancel it any time before it’s delivered, for a full refund including the delivery fee, paid within 15 days of your cancellation. Email support@forwardfurniture.ca with your order number.

If the order reaches you after you cancel, refuse it or return it unused within 15 days, using the return instructions we send you. We cover the reasonable cost of the return.

Your delivery date only changes if you agree to a new date in writing (email is fine), for example when you ask us to deliver later. If delivery is held up because we can’t reach you to book it, or you aren’t available for the booked window, your delivery date moves back by the length of that hold-up.

By placing an order with us, you’re confirming you’ve read and agree to this shipping policy.

Still need a hand?

Wondering where your order is, or need to change a delivery date? We can check with the carrier for you.

Call or text any time. A real person replies within one business day.