Shipping & Delivery

We take care to make sure each Hamilton Holmes piece reaches you safely and in the way that makes the most sense for its size, destination and construction.

Complimentary Workshop Pickup

Complimentary pickup is available by appointment from our workshop at 94 Vine Street, Hamilton, Ontario. We’ll contact you when your piece is ready and arrange a convenient pickup time.

Please bring a suitable vehicle, sufficient personnel, protective materials and appropriate restraints. Hamilton Holmes may refuse loading when the proposed vehicle or method is unsafe or unsuitable.

Responsibility for loss or damage transfers to the client when the item is released to the client or the client’s representative.

Local Delivery — Hamilton & Greater Toronto Area

We offer $200 CAD flat-rate delivery for eligible furniture and objects to addresses within 100 km of our workshop at 94 Vine Street, Hamilton, Ontario L8R 2A9.

Delivery is scheduled directly with you and is subject to availability. We’ll confirm eligibility, the service included and any special requirements before delivery.

Special handling, unusually difficult access, stairs, hoisting or additional installation may require a separate quotation. Any additional charges will be confirmed for your approval before delivery. Indoor placement, unpacking, assembly and packaging removal are included only when expressly confirmed in writing.

Delivery Outside the Local Area

For destinations outside our 100 km local delivery area, we arrange bespoke delivery and shipping based on the piece, destination, access requirements and appropriate method of transport.

You may complete your purchase online to secure the piece. We will then contact you by email or phone to review the available delivery options and provide a shipping quotation before dispatch.

Shipping is not charged at online checkout unless expressly stated otherwise. Product prices do not include freight, crating, delivery, customs clearance, brokerage, duties, tariffs, taxes or other destination charges unless expressly included.

Every shipment is subject to Hamilton Holmes’ approval and carrier availability. Additional charges may apply for crating, residential delivery, remote destinations, limited access, appointment delivery, stairs, elevators, hoisting, storage, redelivery or other special handling.

Shipping Approval & Order Cancellation

If the proposed shipping cost or delivery arrangement is unsuitable, you may request cancellation and a full refund before dispatch, provided materials have not been ordered, production has not begun and shipping-related costs have not been committed or incurred.

Once materials have been ordered or production has begun, cancellation and refund eligibility is governed by our Return and Refund Policy. Shipping-related costs already booked, incurred or performed are subject to the non-refundable shipping provisions below.

Made-to-Order & Custom Pieces

Shipping and delivery for made-to-order and custom work are reviewed individually.

Production will not begin until the final shipping arrangement and any additional shipping charges have been approved in writing and paid, unless Hamilton Holmes agrees otherwise in writing.

Because these pieces are produced specifically for you, cancellation and refund eligibility changes once materials have been ordered or production has begun. Please review our Return and Refund Policy before placing your order.

Delivery Destinations

Hamilton Holmes arranges delivery throughout Canada, including remote destinations, subject to individual review and approval.

Delivery to the United States, including Alaska and Hawaii, is available by quotation and subject to current carrier, customs and import requirements.

Delivery to selected international destinations may be arranged on a case-by-case basis. Hamilton Holmes may decline a destination or proposed delivery method when appropriate service, customs clearance or adequate transit protection cannot reasonably be arranged.

United States & International Orders

Unless a written quotation expressly states otherwise, cross-border shipments are arranged DAP to the named destination under Incoterms 2020. Hamilton Holmes arranges transportation to the named destination, while the client is responsible for import clearance and all applicable duties, tariffs, import taxes, brokerage fees, customs-clearance costs and other destination charges.

Where reasonably possible, estimated import charges may be identified in the shipping quotation or collected by Hamilton Holmes as a pass-through amount. An estimate is not a guarantee of the final amount. Customs classifications, tariff rates, exchange rates and government charges may change between quotation and importation.

Any amount not expressly included in writing, as well as any difference between an estimate and the final amount assessed, remains the client’s responsibility.

If Hamilton Holmes agrees to deliver on a different customs basis, that arrangement and the costs included will be stated expressly in the written quotation.

Delivery Service Levels

The service included in an order is limited to the service level identified in the written quotation or delivery confirmation.

Curbside freight delivery is the usual freight service. The shipment is delivered to the nearest safe curbside or loading point accessible to the carrier. It does not include delivery into a building, unpacking, assembly, placement or packaging removal. The client is responsible for arranging sufficient people and equipment to receive, unload and move the item from the delivery point.

Threshold delivery, when expressly quoted, generally means delivery to the first dry and secure area immediately inside the principal entrance. It does not include stairs, placement in a room, unpacking, assembly or packaging removal unless the quotation states otherwise.

White-glove delivery, when expressly quoted, typically includes indoor placement, unpacking, basic assembly and packaging removal. The precise services, limitations and access requirements vary by carrier and will be stated in the quotation. White-glove service is not included unless expressly listed and paid for.

Crate, pallet and packaging removal is included only when expressly stated in the written quotation or delivery confirmation.

Delivery Scheduling & Site Access

Once your piece is ready, we’ll contact you to coordinate pickup or delivery.

Before approving a delivery quotation or confirming local delivery, please ensure the item can be safely delivered through all doorways, hallways, stairways, elevators and other access points.

You must disclose loading restrictions, limited-access conditions, stairs, elevator reservations, delivery-hour restrictions, construction conditions and any need for hoisting or specialized equipment. Larger pieces may require additional people or specialized handling.

Hamilton Holmes is not responsible when an item does not fit or cannot be delivered because measurements or access information supplied by the client were incomplete or inaccurate.

The client is responsible for additional costs resulting from undisclosed or unexpected access conditions, including redelivery, waiting time, storage, stair carry, hoisting, specialized equipment and return freight.

The client must be present, or appoint an authorized adult to be present, at the agreed delivery time.

Delivery Timing & Delays

Production and delivery dates are estimates and are not guaranteed. Carrier schedules, customs processing, weather, labour disruptions, remote access and other circumstances outside Hamilton Holmes’ reasonable control may cause delays.

A carrier, customs or weather delay does not automatically entitle the client to cancel an order or receive a refund. Hamilton Holmes will communicate material delays when information is available.

Transit Coverage

Transit coverage varies by carrier, destination and service. Full-value transit insurance is not automatically included in every shipment. The quotation will identify available coverage when applicable.

The client must provide any documentation reasonably required for a carrier or insurance claim and comply with the inspection, reporting and packaging-retention requirements in our Return and Refund Policy.

Receiving Your Piece & Reporting Damage

Inspect your item and its packaging immediately upon delivery. Photograph visible damage and record it on the carrier’s delivery receipt before acceptance. For white-glove delivery, inspect the item before the delivery team leaves.

Any damage must be reported to Hamilton Holmes in writing at hh@hamiltonholmes.com within 24 hours of delivery, together with photographs, packaging evidence, the delivery receipt and other information described in our Return and Refund Policy.

All packaging must be retained until Hamilton Holmes confirms that it may be discarded. If packaging removal is part of your delivery service, complete your inspection before removal and retain the packaging if damage is identified.

Claims are reviewed under the Return and Refund Policy. Damage that occurs during unloading or handling performed by the client, the client’s representative or a customer-appointed carrier is the client’s responsibility.

Customer-Appointed Carriers

A client may appoint a carrier, subject to Hamilton Holmes’ prior approval. Hamilton Holmes may require proof of appropriate cargo and liability insurance before releasing an item.

When a client appoints the carrier, responsibility for the item transfers to the client when the item is released to that carrier at the Hamilton Holmes workshop.

The client is responsible for freight charges, transit risk and any claim against the appointed carrier. Hamilton Holmes is not responsible for loss or damage occurring after release to a customer-appointed carrier.

Non-Refundable Shipping Costs

Shipping, delivery, crating, customs-clearance, brokerage, storage and related service charges are non-refundable once the services have been booked, incurred or performed.

Duties, tariffs, taxes and other government charges are non-refundable once remitted, except to the extent that Hamilton Holmes actually recovers the amount from the applicable authority.

Questions About Delivery?

We’re happy to review your piece, destination, access requirements and available delivery options before you place an order.

For shipping quotations or delivery questions, contact hh@hamiltonholmes.com.

Hamilton Holmes
94 Vine Street
Hamilton, Ontario
L8R 2A9
Canada