Shipping policy

Shipping Policy

Effective Date: July 20, 2026

1. Introduction

At Casa Solis (“we,” “us,” or “our”), we aim to provide a clear and dependable delivery experience for every order.

This Shipping Policy outlines the terms that apply to products purchased through casasolis.co. Because our collection includes furniture, lighting, mirrors, décor and oversized pieces, shipping methods, costs and delivery timelines may vary by product, supplier and destination.

2. Shipping Destinations

Casa Solis currently ships to:

Canada
United States

Delivery availability may vary depending on the product, supplier location, delivery address and carrier service area.

Some remote, rural or difficult-to-service locations may require additional charges or may not be eligible for delivery. If we are unable to arrange delivery to your address, we will contact you to discuss available options.

3. Shipping Costs

Shipping is not automatically free unless specifically stated on the applicable product page or during checkout.

Depending on the product and destination, shipping costs may be:

calculated at checkout; or
provided through a separate shipping quote.

Products requiring freight, oversized delivery, special handling or white-glove service may require a custom shipping quote.

Where a separate quote is required, Casa Solis will contact the customer with the delivery cost and available service options. The order will proceed once the applicable shipping charge has been accepted and paid.

If the customer does not wish to proceed after receiving the shipping quote, the product order may be cancelled and refunded, provided the supplier has not already begun processing, producing or shipping the order.

Shipping quotes may vary based on:

delivery location
product size and weight
number of packages
supplier warehouse location
residential or commercial delivery
lift-gate requirements
stairs, elevators or access restrictions
delivery appointment requirements
white-glove or inside-delivery services
remote-area and carrier surcharges

4. Order Processing Time

Orders are generally processed within five business days after payment and any required shipping charges have been received.

Orders are processed Monday through Friday, excluding statutory holidays.

Processing times may vary depending on:

supplier availability
product availability
made-to-order or special-order requirements
inventory confirmation
shipping-quote approval
delivery scheduling

Product-specific lead times may be displayed on the product page or communicated after the order is placed.

An order confirmation does not guarantee immediate availability. If an item becomes unavailable or is subject to an unexpected delay, Casa Solis will contact the customer with available options.

5. Estimated Delivery Time

Once an order has shipped, estimated transit time is generally two to five business days.

This estimate does not include order processing time, supplier lead time, made-to-order production time or the time required to schedule freight delivery.

Large furniture, oversized pieces, remote deliveries and cross-border shipments may require additional time.

Delivery dates and transit times are estimates only and are not guaranteed. Delays may occur due to:

carrier disruptions
weather
customs processing
supplier delays
transportation capacity
delivery-access restrictions
holidays
circumstances outside the reasonable control of Casa Solis

6. Shipping Methods and Delivery Services

Depending on the product and destination, orders may be delivered through:

standard parcel delivery
curbside freight delivery
threshold delivery
inside delivery
scheduled freight delivery
white-glove delivery, where available

The delivery service available for a product depends on the supplier, carrier and customer location.

Large furniture deliveries may require an appointment. The carrier or delivery partner may contact the customer directly by phone, email or text message to arrange delivery.

Unless specifically included in the delivery service purchased, delivery may not include:

carrying products upstairs
room-of-choice placement
assembly
installation
unpacking
removal of packaging materials

Any additional services or access requirements should be disclosed before the shipping quote is accepted.

7. Shipment Tracking

When tracking information is available, customers will receive an email containing:

the tracking number
the carrier or delivery partner
a link or instructions for tracking the shipment

Some freight shipments may not provide traditional parcel tracking. In these cases, delivery updates may be provided by Casa Solis, the supplier or the delivery carrier.

Orders containing multiple products or products fulfilled from different locations may arrive in separate shipments and may have different tracking numbers or delivery dates.

8. Duties, Taxes and Cross-Border Charges

Customers are responsible for any applicable:

customs duties
import taxes
brokerage fees
customs-processing charges
carrier collection fees

These charges may not be included in the product price or shipping amount displayed by Casa Solis.

Cross-border charges are determined by government authorities, customs agencies, brokers or carriers and may be collected before or at the time of delivery.

Casa Solis is not responsible for delays caused by customs processing or a customer’s failure to pay applicable import charges.

9. Delivery Appointments and Access

For scheduled freight or oversized deliveries, the customer is responsible for:

providing accurate contact information
responding to scheduling requests
being available during the agreed delivery window
confirming that the delivery address is accessible
reserving elevators or loading areas when required
measuring doorways, hallways, staircases and elevators
ensuring that the product will fit into the intended property
disclosing stairs, restricted access or other delivery complications

Additional charges may apply for:

missed delivery appointments
redelivery
storage
address changes
difficult access
stairs or elevators
long-distance carries
undeclared delivery restrictions

These charges are the customer’s responsibility when they result from inaccurate or incomplete delivery information, missed appointments or access issues.

10. Damaged Packages and Products

Customers must inspect all packages and products promptly upon delivery.

Visible damage should be noted with the carrier before signing the delivery receipt whenever possible.

Damage must be reported to Casa Solis within 48 hours of delivery by emailing casasolissupport@gmail.com.

The customer should provide:

the order number
a description of the issue
photographs of the damaged packaging
photographs of the shipping label
photographs of the damaged product
a copy or photograph of the delivery receipt, where applicable

Customers must retain the product and all original packaging while the claim is being reviewed.

Casa Solis will review the issue with the supplier and carrier. Depending on the circumstances, the available resolution may include:

replacement parts
repair
replacement
partial refund
full refund

The appropriate resolution will be determined after the damage claim has been reviewed. Reporting damage does not automatically guarantee a refund or full replacement.

Natural variations in wood, stone, metal, fabric and handmade materials may not be considered defects or shipping damage.

11. Lost or Delayed Shipments

If a shipment is delayed, customers should contact casasolissupport@gmail.com for assistance.

A shipment is not considered lost solely because it has passed the estimated delivery date. Casa Solis may need to complete an investigation with the supplier or carrier before offering a replacement or refund.

If tracking indicates that a shipment was delivered but it cannot be located, the customer should:

confirm the shipping address
check all entrances and delivery areas
check with household members, neighbours or building management
contact Casa Solis promptly

Casa Solis is not responsible for theft or loss occurring after confirmed delivery to the address provided by the customer, except where required by applicable law.

12. Missing Items or Parts

Orders may arrive in multiple boxes or separate shipments.

If an item, box, component or hardware package is missing, the customer must contact casasolissupport@gmail.com within 48 hours of delivery.

Please include:

the order number
details of the missing item or component
photographs of all packages received
photographs of package labels

Casa Solis will investigate the issue and arrange an appropriate resolution where the claim is verified.

13. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Address changes are not guaranteed after an order has been submitted. Once an order has been processed or shipped, an address change may not be possible.

Additional charges resulting from an incorrect address, address correction, rerouting, return-to-sender shipment or redelivery will be the customer’s responsibility.

If an order is returned because of an incorrect or incomplete address, Casa Solis will contact the customer to arrange reshipment. Additional shipping charges may apply.

14. Refused and Missed Deliveries

Customers should not refuse delivery unless the shipment has visible damage and refusal has been approved or recommended by Casa Solis or the carrier.

An unauthorized refused delivery may be treated as a return and may be subject to:

original shipping charges
return freight
storage charges
redelivery fees
supplier restocking fees
a 25% Casa Solis restocking fee

Customers are responsible for charges arising from missed delivery appointments or failure to provide suitable access.

15. Returns and Refunds

Eligible returns may be requested within 30 days of delivery, subject to the Casa Solis Return and Refund Policy.

Change-of-mind returns must be:

unused
unassembled
undamaged
in their original condition
in the original packaging

Customers are responsible for return shipping costs for non-defective returns.

A 25% restocking fee applies to approved change-of-mind returns. This fee helps cover supplier, processing, handling and shipping-related costs.

Original shipping charges, white-glove fees, duties, brokerage charges and other delivery-related costs are non-refundable unless the return results from a confirmed defect, damage or Casa Solis error.

Custom, made-to-order, special-order, clearance and final-sale products may not be eligible for return.

Refunds are issued to the original payment method after the returned product has been received, inspected and approved. Approved refunds are generally processed within seven business days, although financial institutions may require additional time to post the funds.

Customers must obtain return authorization from Casa Solis before returning any product. Unauthorized returns may be refused.

For complete details, please refer to the Casa Solis Return and Refund Policy.