Shipping & Deliveries
As an online retailer, we hope to augment your shopping experience by delivering a seamless and convenient check out process. That’s why we offer flat-rate shipping to our customers Canada-wide.
COVID-19
During this unprecedented time, please note that we are working with reduced hours and staff. We are a small team, working diligently within the confines of COVID-19 to make sure our customers are both safe and satisfied with our products and services.
Due to COVID-19, we are currently expecting more shipping delays than normal. We appreciate your patience and understanding.
Standard Shipping
Our standard shipping service includes delivery of your order to the outside ground-floor door (or curbside delivery for larger items) of your home or building. It does not include any unpacking or assembly of goods.
Threshold Shipping
Our threshold shipping service includes delivery of your order to the front door of your home or building.
Most of our products are delivered unassembled. The driver is not responsible for unboxing or assembling products under this shipment method.
Prepare your home for the delivery: all furniture and objects that may disturb the efficient and safe maneuvering of the delivery, such as ceiling lights, paintings, carpets, and doormats, etc., as well as ice or snow, must be removed from all installation areas ahead of time.
White Glove Shipping
Our white glove shipping service includes delivery of your order to your inside room of choice and includes unpacking, assembly, and removal of debris.
It is strongly recommended that you measure the height and width of corridors and all access doors of your home, including the stairs and elevator spaces, if applicable, to ensure that your delivery can be maneuvered through your home.
At the time of delivery, there should be no modification to doorframes, door fittings, mouldings, or lighting in order to make way for products. If there is not enough room for products to pass, delivery fees will not be refunded and return fees could be charged.
Prepare your home for the delivery. All furniture and objects that may disturb the efficient and safe maneuvering of the delivery, such as ceiling lights, paintings, carpets, and doormats, etc., as well as ice or snow, must be removed from all installation areas ahead of time.
Flat rate shipping fees (before taxes and discount) :
Total Order Value (before Tax) |
Standard (Curbside) |
Threshold |
White Glove |
Montreal Warehouse Pick-up |
$0 - $150 |
$29 |
$49 |
$149 |
Free |
$151 - $500 |
$89 |
$149 |
$249 |
Free |
$501 - $950 |
$169 |
$249 |
$349 |
Free |
$951 - $3000 |
$249 |
$349 |
$449 |
Free |
$3001 - $5000 |
$349 |
$449 |
$549 |
Free |
$5001+ |
$ 449 |
$ 549 |
$ 649 |
Free |
Montreal Warehouse Pick-up (Free)
We offer free pick-up from our warehouse located in Montreal, Quebec. After selecting this method at checkout, a customer service agent will contact you with more details to schedule your pick-up appointment. The warehouse is open from Monday to Friday, 9 AM to 5 PM by appointment only.
Shipping outside of Canada
As a company proudly based in Canada, we strive to offer affordable delivery options not only for our Canadian clientele, but also for our customers based in the United States and other countries. However, shipping to areas outside of Canada are significantly more expensive, so delivery fees for locations outside of our delivery zones are subject to additional fees, such as customs and duties. Once your order has been received, a customer service agent will contact you with further details of shipping costs.
If you have questions about shipping charges or our delivery zones, please contact us.
Shipping & Delivery Process
Orders shipped by carrier will be delivered on weekdays during business hours. Once an order is placed on our website, you should normally receive the package within 7 to 14 working days. Once your order is ready and picked up by the carrier, one of our customer service agents will send you a tracking number in order to track the location of your package. Prunelle will not be responsible for a delayed delivery due to stock-outs or carrier issues.
Please note that Prunelle is not able to give exact delivery times, therefore it is important to be present during the day of the delivery date. Prunelle carries no responsibility whatsoever if the carrier does not comply with the delivery time window due to unpredictable circumstances. Please note that for White Glove delivery, we will schedule an appointment time.
Please ensure someone is present at the time the package is delivered. All of our shipments are sent with signature required service.
Accepting your Order
Upon receipt of your order, make sure all requested products have been delivered. Your invoice will be attached to one of the boxes. Make sure to check the invoice before the driver leaves and let them know of any discrepancies.
Please write on your invoice any incident at the time of delivery and contact us no later than 24 hours after the item has been delivered. The carrier will not be held responsible for problems that have not being recorded on the invoice.
If you notice a defect with the product, keep all original packaging and contact us no later than 24 hours after delivery to make sure adequate measures are taken to resolve the problem.
Order not picked up at the store
Due to the number of orders pending and left at the store our policy has changed. Please note that all orders not picked up at our store within 4 weeks will be systematically returned to our warehouse.
Once your order is delivered to the warehouse you have 8 weeks to collect your order, after this period we will cancel your order and issue a refund but note that a 20% re-stocking fee will be applied to your refund.