Ordering & Shipping Information:

We welcome your online order via our secure website. Once your order is placed, you’ll receive an automated confirmation email.

Please allow up to 2-3 weeks for order processing, depending on product availability and warehouse stock. Your items may ship from our North Vancouver warehouse or directly from one of our Canadian distributors.

Once your order has shipped, you’ll receive a tracking number so you can follow its progress.
👉 Please check your tracking information before calling to ask where your parcel is — it’s usually faster than we are 😉

Couriers:

We partner with Canpar, Purolator, UPS, and FedEx for most deliveries via Freightcom. For PO Box addresses and remote locations, we ship exclusively via Canada Post, as it’s typically the only available service.

*You’re welcome to request a specific carrier in your order notes. We’ll make every effort to accommodate, but the final carrier may vary depending on speed, reliability, and price to your location.

• All orders ship with tracking.
• Transit times provided by couriers are estimates and can be 2-4 weeks depending.
• Some remote/rural areas may require additional time or fees (we’ll contact you first).
• If a carrier can’t service your address, we’ll switch to Canada Post automatically.

FREE Local Shipping

We offer free local shipping within Vancouver, North Vancouver, West Vancouver, and throughout BC on orders over $200 (before tax).

Curbside Pickup

Curbside pickup is strictly Fridays and Saturdays between 12:00 pm – 5:00 pm.  We may be unavailable from 1:00 – 1:30pm for lunch and/or stock runs. Please wait for our confirmation email before arriving — no drop-ins, so we can serve you best!

If you cannot make that window, email us, and we’ll arrange shipping for the standard fee. Please see above shipping information.

We’ll email you with pickup instructions once your order is ready.

** Due to past scheduling conflicts and to ensure fairness for all customers, we’ve set firm pickup times to ensure smooth operations. Thank you for understanding that this helps us serve all customers better.

International Shipping & Returns 🇺🇸

Right now, we’re temporarily pausing shipments to the United States — and it’s not because we don’t love you. We do. Deeply.

The issue is that U.S. import rules and fees are changing, especially around items manufactured in places like China and Hong Kong, and the old “under $800 = smooth sailing” expectation may no longer apply the way it used to. We’re noticing this even with Canadian made products now too.

Why we’ve paused U.S. shipping:

• With the new changes, U.S. orders may be hit with things like:
• duties and taxes that are higher than expected
• flat processing/handling fees
• requests for formal entry paperwork, which can add charges and delays

The tricky part is we can’t reliably quote the final “landed cost” at checkout. And we can’t afford to pack an order, process payment, and then have it cancelled because the fees came in hot — especially when payment processors keep their transaction fees either way. Not fair on you, and not sustainable for us.

We’ll revisit this as soon as the situation settles and we can offer U.S. shipping again with confidence.

Latex Mattress Orders

Latex mattresses are available for purchase in person, or by phone or email — we currently do not offer online checkout for these items.

We provide local delivery or pickup from our warehouse, and we’re happy to recommend trusted shipping services across North America if needed.

Refund & Return Policy:

Refunds & Returns

In-person returns to our office/warehouse can be processed immediately during approved return times. We do not accept drop-in returns to our active warehouse.

Returns by mail may take a minimum of 2 weeks to process once received. You’ll be notified by email once your return is complete.

Please include:

• The reason for return or exchange
• Your preference for exchange or refund

For hygienic reasons, we cannot accept returns on:

• Basic bedding (pillows, duvets, mattress pads, mattress toppers, etc.) whether opened or not opened.
• Any item that has been opened, washed, or used (unless defective)
• Final Sale Items
• Special or custom orders are final sale (clearly marked on the product page).
• Clearance items and products discounted 40% or more are final sale — no refunds or exchanges.

* For clarity, this means these items cannot be returned even if they appear unopened. This policy is in place for the safety and comfort of all customers, as bedding can be exposed to allergens, pests, moisture, odours, and other hygiene concerns once it has left our care.

Return Policy Haiku:

What light through yonder box doth break?
‘Tis used! And thus, return we cannot take.
Once linens cradle slumber’s head,
No refund springs from that well-tucked bed.

How to Return an Item

Return shipping is the customer’s responsibility unless the item is defective or incorrect.

If an item is confirmed to be defective, incorrect, or not as described, we will provide return instructions and send you a prepaid return shipping label through our preferred courier. Return shipping arranged outside of this process may not be reimbursed.

All returned items must be:

• Prepaid by the customer, unless we have confirmed otherwise
• In original condition
• Unopened, unwashed, unused, and unworn

Please note: we must receive and inspect the item before issuing a refund or replacement. Defective, incorrect, or not-as-described items are not refunded without being returned to us unless we specifically advise otherwise.

If a returned item is claimed to be unopened but is found to have been opened, used, washed, worn (buying a new one and returning the old one), or otherwise not in original condition, the return will be declined and no refund will be issued.

Declined returns will not be shipped back at our expense. The customer may either arrange and pay for return shipping or collect the item from our North Vancouver office/warehouse within the timeframe provided.

Items not collected or shipped back within that timeframe may be considered abandoned.

Shipping Your Return

Return packages to:

North Shore Linens
232 Donaghy Ave
North Vancouver, BC V7P 2L5
Canada

Please include:

• The reason for return or exchange
• Your preference for exchange or refund
  

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Order Cancellations

If you placed an online order and need to cancel, we will issue a refund minus the 3.13% merchant processing fee.

This fee is charged by the payment processor when your order is placed. It is not kept by North Shore Linens, and in many cases it is not returned to us when an order is cancelled or refunded.

As a small, family-run business, we’re not always able to absorb these non-refundable service fees the way larger companies sometimes can.

If you prefer, we’re happy to offer the full amount as store credit or help you select other items instead.

Refund Processing Time

Questions?