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 😉

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 pickups are available on Fridays and Saturdays between 12:00 pm – 5:00 pm.
We’ll email you with pickup instructions once your order is ready.

Can’t make the pickup window?
Email us to book another time. Please don’t drop in unannounced—we’ll be on the packing line and might miss you.

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

We’re happy to issue a refund within 30 days of purchase.

For hygienic reasons, we cannot accept returns on:

• Basic bedding (pillows, duvets, mattress pads, mattress toppers, etc.)
• 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.

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

In-person returns to our office/warehouse can be processed immediately.
Returns by mail may take a minimum of 2 weeks to process.
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
A completed return form inside the box with your merchandise

Shipping Your Return

All returned items must be:

Prepaid by the customer (unless otherwise specified)
In original condition, unopened, unwashed, and unworn

Return packages to:

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

Order Cancellations

If you placed an online order and need to cancel:

We will issue a full refund, minus the 3.13% merchant processing fee
As a small, family-run business, we’re unable to absorb these service fees like larger companies
We appreciate your understanding and are happy to offer a store credit or help you select other items if preferred

Refund Timelines

Please allow up to 30 business days for us to receive and process your return.

If your return meets our policy:

We’ll refund the merchandise including taxes, but excluding any delivery charges, duties, or merchant service fees
Credit card adjustments should appear within two billing cycles

Questions?

📞 Call us: 604-980-2970 (Monday–Saturday, 10:00AM – 5:00PM PT)
📧 Email us: nslinensorders@gmail.com