Shipping & Delivery Policies

Welcome to NeoNova Decor.
We are committed to providing an exceptional experience from the moment you select your items to the day they arrive. To ensure a seamless fulfillment and delivery process for your premium furnishings and fixtures, please review our comprehensive shipping and delivery guidelines below.

1. Showroom Pickup & Complimentary Storage

All items listed as “In Stock” are available for immediate fulfillment, either via dispatch or scheduled showroom pickup.

• Complimentary Showroom Pickup:

  • Location: 250 Shields Ct, Unit #7, Markham, ON L3R 9W7

  • Hours: Monday–Saturday (10:00 AM – 6:00 PM), Sunday (10:00 AM – 5:00 PM)

  • Note: For your security, please present your order confirmation email and Invoice/ Order Number upon arrival.

• Extended Project Storage (90-Day Grace Period):
  We understand that construction timelines and renovation schedules can be unpredictable. To accommodate your project, NeoNova Decor offers a complimentary 90-day storage period from the date your order is available for fulfillment. This allows you to secure current inventory and promotional pricing while delaying delivery until your site is ready.

• Post-Grace Period Policies:
  Orders extending beyond the 90-day complimentary holding period will be subject to a recurring monthly warehouse storage fee. Due to facility capacity limits, we reserve the right to cancel unclaimed orders, subject to standard restocking fees as outlined in our [Returns & Exchanges Policy]. We encourage proactive communication if your project timeline shifts.

2. Standard Shipping & Fulfillment

We partner with top-tier logistics providers to offer reliable shipping across Canada.

• Processing & Transit: In-stock merchandise is typically processed and dispatched within 1–3 business days. Please note that transit times are carrier estimates and cannot be unconditionally guaranteed.

• Standard Rates: Standard shipping rates generally range from $22 to $120, tiered by weight and dimensional volume.

• Complimentary Delivery: NeoNova Decor is pleased to offer free standard delivery across Canada on single orders exceeding $3,500 (pre-tax).

• Consolidated vs. Partial Fulfillment: By default, orders containing both in-stock and backordered/pre-order items are subject to Consolidated Shipping (held until all items are available to ship together). If you prefer to receive available items immediately, a Split Shipment request can be accommodated; please note that secondary dispatch charges will apply.

3. Delivery Methods

To ensure the secure transport of your items, delivery methods are determined by product dimensions and fragility.

Standard Parcel Delivery (Small to Medium Fixtures)

• Applicable Items: Hardware, standard mirrors, medicine cabinets, and select decor.

• Delivery Scope: Parcels are shipped via trusted carriers (FedEx, UPS, Purolator, Canpar) and delivered to your primary threshold, porch, or building concierge. Parcel carriers do not provide unboxing, debris removal, or in-home placement.

LTL Freight Delivery (Oversized & Heavy Items)

• Applicable Items: Bathroom vanities, countertops, smart toilets, and oversized mirrors.

• Delivery Scope: To protect the structural integrity of heavy items, these products are palletized, shrink-wrapped, and dispatched via Less-Than-Truckload (LTL) freight.

• Curbside Service: Standard freight service is strictly Curbside Delivery. The carrier will utilize a liftgate to lower the pallet to your driveway, curb, or designated commercial loading zone. Freight drivers are not insured or permitted to uncrate items, dispose of pallets, or transport items indoors. Please ensure you have adequate assistance on-site to receive and move your items.

4. Freight Receiving Protocol (Important)

Your signature on the delivery receipt (Bill of Lading / BOL) serves as legal acknowledgment that the freight was received in good condition.

• Inspection Required: You must visually inspect the exterior of the pallet and packaging prior to signing.

• Documenting Damage: If you observe any compromised packaging, tears, dents, or broken shrink wrap, you must write "Visible Damage - Subject to Inspection" explicitly on the driver’s BOL next to your signature. Signing the document as "Clear" legally absolves the carrier of transit liability and restricts our ability to process concealed damage claims on your behalf.

5. Order Modifications & Delivery Exceptions

• Address Rerouting: Delivery addresses may be updated prior to dispatch at no cost. Once an order is in transit, mid-route modifications are subject to the carrier's approval and will incur carrier-imposed rerouting fees, which are the responsibility of the purchaser.

• Undeliverable / Incorrect Addresses: If an order is Returned to Sender (RTS) due to an incorrect address, missing unit number, or restricted access, the customer assumes responsibility for the original outbound shipping costs, return transit fees, and any subsequent reshipment charges.

• Site Measurement Liability: It is the client’s sole responsibility to ensure purchased items will clear all doorways, stairwells, and elevators. Orders refused due to spatial constraints will be processed as standard returns.

• Unwarranted Refusals: Refusing a delivery at the threshold for reasons other than documented severe transit damage will result in the shipment being classified as an Unauthorized Return. Please note that LTL freight shipping and customized palletizing are highly subsidized by NeoNova Decor. In the event of a refusal, the actual outbound freight costs (including any amounts we subsidized beyond your flat-rate shipping fee), the actual return freight costs billed by the carrier, any non-refundable palletizing/crating fees, alongside applicable restocking fees, will be deducted from the final refund. For detailed fee structures, please review our[Returns & Exchanges Policy].

6. Quality Assurance & Transit Damage Claims

Every NeoNova Decor product undergoes a rigorous Quality Control (QC) inspection and is extensively photographed prior to leaving our Markham facility to ensure structural perfection.

Should your item sustain damage during transit, strict carrier timelines apply:

• 24-Hour Reporting Window: All structural damage claims must be submitted to our customer care team within 24 hours of the delivery timestamp. Claims reported outside of this window cannot be validated by our carrier partners and will be declined.

• Required Documentation: To facilitate a swift resolution, claims must include clear photographs of: (1) The damaged merchandise, (2) All exterior shipping cartons displaying indentations or punctures, and (3) The interior foam cushioning and packing materials.

• Retention of Packaging: Do not discard original packaging. Carrier investigations require the retention of all original cardboard, styrofoam, and wooden pallets. Discarding these materials immediately voids transit liability protection and disqualifies the item for damage replacement or return authorization.

7. Product Integrity & Returns

• Precision Component Replacement: In the event of minor cosmetic blemishes or hardware imperfections, NeoNova Decor prioritizes the expedited shipment of precision replacement components (e.g., a replacement mirror facelet or touch-up kit) rather than initiating full-unit freight retrievals. Requests demanding full-unit replacements for correctable, minor components will be processed under our standard [Returns & Exchanges Policy].

• Freight Return Packaging Requirements: Transport safety regulations mandate that oversized items must be securely strapped to a wooden freight pallet for transit. If a client discards the original pallet and subsequently initiates a standard return, the item becomes legally unshippable via LTL freight. In this scenario, the client must either self-source an appropriate pallet and strapping, or personally transport the return directly to our Markham facility.

8. Installation & Contractor Scheduling

We strongly advise against scheduling trade professionals (plumbers, electricians, general contractors) until your items have been successfully delivered, unboxed, and thoroughly inspected.

Liability Exception: Delivery timelines are subject to carrier variables outside of our control. NeoNova Decor assumes no liability for secondary costs, including but not limited to contractor wait-time fees, cancellation penalties, or project delays resulting from transit irregularities, backorders, or damage replacements.