FAQ

Orders usually ship within 24 - 48 hours if all items in the order are available, please check the ‘estimated delivery time’ with the tracking number provided. If items are backordered, a follow-up email will be sent to you with an estimated time of delivery.

Delivery: Monday to Friday, between 8 a.m. and 5 p.m., local time. Standard shipping is the default shipping method for most items under 100 lbs and includes delivery by a small parcel carrier. Shipments that are over 100 lbs will be delivered to the curb, or more typically front door of your house or ground floor lobby of an apartment or condominium. Shipments will be delivered as an NSR (No Signature Required). Some geographic service restrictions apply. In certain remote locations, delivery will be made to the courier's closest Pick-Up Centre from the shipment destination. ​ Shipments to the Territories (Yukon, NWT, Nunavut) may be possible, please email Customer Support at info@homestairway.com to obtain a shipping quote.

Yes, all shipments are delivered as NSR if the carrier deems it safe to leave the shipment. In situations where the carrier is unable to do so, they will leave a delivery notice. If you receive a notice, you may pick up your item or arrange another delivery date when you will be available to receive it.

Once your package has been shipped, a tracking number & the shipping carrier’s website will be provided in your Shipping Confirmation email. Please note that after your order has been shipped, it may take 24 to 48 hours for the courier to update its tracking information.

When an in-stock item becomes unavailable after you have placed an order, you will receive a Back-order Notification email. Your item will ship as soon as it becomes available and you will. If you choose to cancel your back-ordered product, please contact Customer Support at info@homestairway.com.

Yes. Customers can email Customer Support at info@homestairway.comprior to the scheduled delivery date to change or cancel their order. If your order has been shipped and it is too late to cancel your order, you may return any unwanted items in accordance with our return policy.

Home Stairway Ltd. delivers within Canada only. Deliveries can only be made to locations with a street address or rural route number with a postal code. We cannot deliver to PO boxes. A person over the age of 18 will need to be present to accept the delivery.