Shipping policy
Shipping & Handling
Alter & Co. ships within Canada only.
Shipping Costs & Lead Times
Shipping is included in the price of your order unless otherwise noted on the product page. Standard lead times are 7–10 business days unless a different timeline is specified on the individual product page.
Drop Ship Items
Some items, including rugs, furniture, art, and lighting, ship directly from our vendors. These items are final sale and non-returnable unless defective. If your order includes both in-stock and drop ship items, you'll receive multiple shipments. Please note that drop ship items may have longer production and shipping lead times.
Made to Order Items
Made to Order items ship together once production is complete. Timelines vary depending on your location and the size of the product. Estimated lead times are listed on individual product pages.
Furniture Shipping
Furniture is shipped via third-party freight carrier. When your order is ready, our carrier will reach out to schedule a delivery date. Please ensure the delivery area is clear, as your furniture will be brought to the room of your choice.
We make every effort to offer white glove delivery, though it isn't always guaranteed. If white glove service isn't available for your delivery, the carrier won't be responsible for assembly or packaging removal.
Please note that delivery can only be made to the address provided at checkout. To help things go smoothly, please include an active phone number and email so your local delivery agent can coordinate a convenient time with you.
If a delivery hasn't been scheduled within 7 business days of your order being ready, items may be returned by the carrier. In that case, refunds will be issued as store credit, less return shipping and a 15% restocking fee.
White Glove Delivery
If white glove delivery service is declined at the time of delivery, it becomes the customer's responsibility to inspect all items and confirm they are in perfect condition before the driver leaves.
Damaged Orders
We care about your order arriving beautifully. If something arrives damaged, please contact us at alterandco@alterds.com within 24 hours of delivery with the following:
- A photo of the damaged item in its original packaging
- A photo of the shipping label
Claims are responded to within 3 to 5 business days. Most items are eligible for replacement. We're unable to guarantee replacements on damage reported after 24 hours of receipt.
For furniture delivered via white glove service, please note any damage on the carrier's proof-of-delivery paperwork before signing, and send photos to alterandco@alterds.com within 24 hours. It's the receiver's responsibility to confirm furniture is in good condition before the driver departs.
Alter & Co. cannot guarantee repairs, returns, exchanges, or refunds on furniture that has been signed for or reported after 24 hours. Any applicable shipping or restocking fees are the customer's responsibility. Exceptions may be considered on a case-by-case basis. Alter & Co. does not cover damage resulting from normal wear and tear.
Theft
Alter & Co. is not responsible for theft. Once tracking confirms a package has been delivered, we consider it received.
Expedited Shipping
We're not able to offer expedited shipping at this time.
Payments
We accept Visa, Mastercard, and American Express.
We've also partnered with Shop Pay Installments by Affirm, so you can split eligible purchases into 4 easy payments. Simply select Shop Pay Installments at checkout. Orders between $50 and $1,000 qualify. Please note that Affirm orders can only be placed through our website.