Shipping and Return

Return Policy – Hassle-Free & Customer Focused

At CastleUp, our mission is to help you find your style from our vast range of products. While we stand by the quality of our pieces, we understand that sometimes a return may be needed.

You may return your order within 72 hours of delivery for any reason. Simply contact our Customer Service Team at support@castleup.ca with your order details to begin. Items must be in as-new condition and in their original packaging. A standard return shipping fee of 5%–10% of your order total will apply (based on delivery location and distance from our main office). No return shipping fee is charged if you arrange and cover the return shipping yourself.

Returns initiated after the 72-hour grace period may be subject to a restocking fee of up to 30% of the original order amount. Customers must contact our team within 14 days of delivery to be eligible. Requests past 14 days are reviewed case-by-case and may be declined. If you arrange your own shipping, no return shipping fee will be applied.

Damaged or Incomplete Orders If your order arrives damaged or incomplete, notify us within 3 business days and leave the contents unassembled. For confirmed damages or manufacturing defects, no return shipping fee will apply. Refund Process Once the returned item is received and inspected by our Quality Assurance Team to confirm it is in as-new condition, a refund will be issued to your original payment method within 7–10 business days.

Important Notes Returned items must be free from damage, wear, or alterations. Special orders and Canadian customized furniture are non-returnable.

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I have been looking for a lounger for over a year. I wanted something comfortable, stylish and with a great footrest. So disappointed. It’s nice looking and like the fabric but if you are looking to lounge and relax and put your feet up this is NOT the chair for you. Sitting and rocking is fine but trying to put the footrest up or set it down is a nightmare. The
Little plastic tab is too tight and flimsy and very hard to open. Will break very soon. Trying to get it down in place is another struggle. Impossible to close. Very disappointed

It’s absolutely beautiful! The products are of exquisite quality, far beyond my expectations. The value for money is impressive, especially compared to similar items on the market.

I would like to highlight the exceptional customer service, especially Tina, who assisted me throughout the process. She is always professional, pleasant, cheerful, and truly attentive to customer needs.

She consistently provides realistic and effective solutions, making the entire experience smooth and stress-free. She is a true gem, and I have come to consider her a friend, even though our interactions have only been over the phone.

Castleup has earned my full trust and appreciation thanks to this outstanding level of customer care

I recently received my Castleup bedroom set, and I am extremely satisfied. My bedroom looks absolutely beautiful! The products are of exquisite quality, far beyond my expectations. The value for money is impressive, especially compared to similar items on the market.

The after-sales service and delivery were impeccable. The team handled the full installation of my 6-piece bedroom set, saving me from the stress of dealing with complex instructions and long assembly hours. Everything was done professionally and efficiently. I truly appreciated this level of service
I would like to highlight the exceptional customer service, especially Tina, who assisted me throughout the process. She is always professional, pleasant, cheerful, and truly attentive to customer needs.

Castleup has earned my full trust and appreciation thanks to this outstanding level of customer car