Shipping policy
Individual Approval and Quotation
Furniture shipping is arranged and quoted individually. 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 those costs are expressly included in a written quotation.
After checkout, Hamilton Holmes will review the item, destination, required service and access conditions before issuing a final shipping quotation. 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.
Production of a custom or made-to-order piece 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.
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 and 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 custom 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.
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 it is expressly listed and paid for.
Crate, pallet and packaging removal is included only when expressly stated in a white-glove delivery quotation.
Site Access and Client Responsibilities
Before approving a delivery quotation, the client must confirm that the item can be safely delivered through all doorways, hallways, stairways, elevators and other access points. The client must disclose loading restrictions, limited-access conditions, stairs, elevator reservations, delivery-hour restrictions, construction conditions and any need for hoisting or specialized equipment.
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 is responsible for being present, or appointing an authorized adult to be present, at the agreed delivery time.
Delivery Timing and 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 must comply with the inspection, reporting and packaging-retention requirements in the Return and Refund Policy.
Delivery Inspection and Damage Reporting
The client must inspect the item and its packaging immediately upon delivery. Visible damage should be photographed and recorded on the carrier's delivery receipt before acceptance. For white-glove delivery, the item should be inspected before the delivery team leaves.
Any damage must be reported to Hamilton Holmes in writing within 24 hours of delivery, together with the photographs, packaging evidence, delivery receipt and other information described in the Return and Refund Policy. All packaging must be retained until Hamilton Holmes confirms that it may be discarded.
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.
Local Pickup
Pickup from the Hamilton Holmes workshop at 94 Vine Street, Hamilton, Ontario is encouraged and available by prior approval and appointment.
The client is responsible for providing 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.
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.
Contact
For shipping quotations, delivery questions or access requirements, contact:
Hamilton Holmes
94 Vine Street
Hamilton, Ontario
L8R 2A9
Canada