CastleUp Delivery Guide
Everything You Need to Know About Your Delivery
We want your delivery day to be simple and worry-free. Please review the information below so your home, payment, and products are ready before our team arrives.
Delivery DaysThursday through Sunday
Routes BeginAt approximately 9:00 a.m.
Adult RequiredA person aged 18 or older must be present
Canada-Wide Parcel ShippingAvailable for eligible small packages
Before Delivery Day
A few simple preparations will help our delivery team complete your delivery safely and efficiently.
Measure the product, doorways, hallways, stairwells, elevators, and intended space.
Pay any outstanding balance at least 3 days before delivery.
Arrange for an adult aged 18 or older to be present for the entire delivery.
Book your condominium or apartment service elevator in advance.
Clear the delivery path and protect or secure fragile items.
Disconnect, drain, empty, and clean any appliance scheduled for removal.
General Delivery Information
Timing and Arrival Calls
GTA Deliveries
GTA deliveries begin at approximately 9:00 a.m. every Thursday through Sunday. Since each route is carefully planned and may be affected by traffic, weather, and other unforeseen circumstances, we cannot guarantee an exact arrival time.
Out-of-Town and Quebec Deliveries
CastleUp Logistics schedules deliveries to out-of-town destinations and major cities in Quebec approximately every third week, typically on Thursdays and Fridays. Delivery dates are subject to route availability and confirmation.
One-Hour Courtesy Call
For your convenience, you may request a courtesy call from a CastleUp Logistics representative approximately one hour before the estimated arrival.
For specific delivery requests, please add detailed notes when placing your order or email our customer service team at cs@castleup.ca. We will do our best to accommodate your request; however, specific delivery dates and times cannot be guaranteed.
Who Must Be Present
Please ensure that someone is home on the scheduled delivery day. A person aged 18 or older must sign for the order and accompany the delivery team into the home, apartment, or condominium.
Payment Before Delivery
For the safety of our delivery crews and to keep routes running on schedule, we cannot accept cash on delivery or collect outstanding balances at the door.
All balances must be paid at least 3 days before delivery. If payment is not received on time, another delivery date will need to be arranged.
Condominiums and Apartments
Please reserve the service elevator before delivery day and confirm any building requirements, loading-area restrictions, insurance documents, or time limits with property management.
Access, Fit, and Safety
Door and Property Access
Our team may remove doors with removable hinge pins when needed. We cannot perform carpentry work or remove mouldings, railings, banisters, door frames, or other parts of the property.
Safety Footwear and Floor Protection
Our delivery associates must wear safety footwear at all times and cannot remove their boots. They will use protective boot covers and/or floor coverings where appropriate.
Difficult Delivery Conditions
If our team encounters an unusual or difficult delivery condition, we will explain the risk of property or product damage. You may choose to sign a damage waiver and proceed, or have the merchandise returned so you can select a more suitable product.
Please Measure Carefully
A restocking fee may apply if unwrapped furniture, bedding, appliances, or electronics cannot fit through an entrance or into the intended space. Please measure both the merchandise and the full delivery path before delivery day.
Items Not Included on Your Invoice
Due to insurance requirements, CastleUp is not responsible for damage that may occur while moving items not listed on your invoice. CastleUp is also not responsible for damage caused by independent third parties, even when a third party has been referred by someone associated with our company.
Delivery Dates and Product Availability
We will make every reasonable effort to deliver or ship your purchase as soon as it is ready. Estimated dates are not guaranteed because manufacturer, supplier, transportation, and other shipping delays may occur beyond our control.
As soon as all products are ready, we will contact you promptly to arrange delivery or confirm shipment. We appreciate your patience and understanding.
Furniture and Bedding
What Our Team Will Do
We will uncrate or unpack new furniture and bedding and place the items in the intended location, except for products marked Ready to Assemble or Customer Assembly Required.
Existing Furniture
Our delivery team cannot disassemble furniture already in your home. Due to health and safety requirements, soiled or stained upholstery and bedding can be moved only when fully wrapped by the customer before our team arrives.
Removal and Disposal
CastleUp does not automatically dispose of old furniture or electronics. When arranged in advance, our drivers may move an old item from the home to the curb on a one-for-one basis for example, one sofa removed for one sofa delivered provided it is safe to do so and the customer signs a damage waiver.
Disposal of eligible bedding may be available for an additional fee when selected at the time of purchase. All bedding scheduled for removal must be sealed in a mattress bag before the delivery team arrives. A mattress bag will be provided at the time of purchase for each eligible item.
Major Appliances
Delivery and Installation
We will uncrate freestanding appliances and move them into place. For insurance reasons, our drivers cannot connect appliances to electrical, plumbing, or gas services. Installation may be arranged for an additional fee through our service partners.
Built-In Appliances
Built-in wall ovens, cooktops, range hoods, microwaves, dishwashers, and similar products will be left in their factory cartons for installation by a qualified professional.
Old Appliance Removal
When arranged in advance, an existing appliance may be moved to the curb on a one-for-one basis. It must be disconnected, drained, emptied, reasonably clean, and safe to move before our team arrives. A damage waiver must be signed.
Disposal service for eligible appliances may be available for an additional fee when selected at the time of purchase.
Delivery Service Area
- Furniture and large-item delivery is available only in Ontario and Quebec.
- Eligible small packages can be shipped door to door across Canada.
- Carriers include UPS, FedEx, Purolator, and Canada Post.
Product Information and Operation
If you have questions about assembly, connection, installation, or operation, please contact your Sales Associate or email CastleUp Customer Service at cs@castleup.ca.
Delivery With Peace of Mind
Every home and delivery can be different. Please review our complete Shipping & Delivery Policy for service details, limitations, fees, and important conditions.
View Shipping & Delivery Rates
