Shipping policy
This Shipping Policy supplements Maison Matera's Terms and Conditions and Conditions of Sale. It applies to orders delivered by Maison Matera, a supplier, a carrier, a logistics partner, a warehouse or a specialized service. The specific terms communicated and accepted for an order prevail for that order, subject to applicable mandatory rights.
1. Delivery territory
Maison Matera offers delivery in several regions of Quebec.
Service availability, fees and lead times may vary depending on the delivery address, the nature of the products, their dimensions, their weight and the mode of transport required.
Certain remote, northern or hard-to-reach regions may be excluded from the standard delivery service or subject to additional fees and prior confirmation by Maison Matera.
Maison Matera does not guarantee that all addresses located in Quebec can be served under the standard terms displayed on the website.
2. Delivery fees
Standard delivery is free in eligible service areas of Quebec for any eligible order containing at least one regularly priced product. This offer applies only to standard delivery; “Room of Choice” and “White Glove” services remain subject to a fee.
When delivery fees apply and can be determined at the time of the order, they are shown during checkout.
For a remote address or one requiring special transport, Maison Matera checks whether delivery is available and provides a quote for any applicable surcharge before the order is placed. If standard delivery is not offered at checkout, the customer must contact Maison Matera for this review. The customer must accept any surcharge before placing the order and pay it before shipment.
3. Order processing
The processing of an order begins when the order has been accepted by Maison Matera, the necessary information is complete, the required payment has been made and, where necessary, the delivery fees and terms have been confirmed.
An order containing a made-to-order product, temporarily unavailable or requiring supplier confirmation, may require additional time before shipment.
4. Delivery lead times
The lead times indicated on the site, in an order confirmation or in any communication from Maison Matera are estimates, except when a specific commitment is expressly confirmed in writing.
Lead times may depend in particular on product availability, the manufacturer or supplier, transport to the warehouse, the delivery region, the type and dimensions of the product, the carrier and the need to consolidate several items of an order.
Maison Matera will inform the customer when it is notified of a significant delay affecting the order.
For the time being, Maison Matera does not display a fixed, uniform lead time applicable to all products and destinations. The applicable estimated lead time is communicated based on product availability and destination.
5. Orders with multiple items
When several items are ordered together, their availability dates may differ.
Depending on the circumstances, Maison Matera may consolidate the items in order to make a single delivery or make partial deliveries.
When a significant change to the delivery method results in additional fees for the customer, these must be communicated, accepted and paid before the delivery concerned.
6. Delivery methods
Depending on the product and the address, the order may be delivered directly by a supplier, by a parcel carrier, by a logistics partner or warehouse, or by a specialized furniture delivery service.
The appropriate delivery method is determined in particular based on the product, its dimensions, its weight, its destination and the services chosen.
7. Standard delivery, assembly and installation
Unless otherwise indicated at the time of the order, delivery does not include assembly, installation, wall mounting, moving existing furniture, removal of packaging or any other specialized handling service.
These services may be offered separately when available and must be expressly indicated in the order or confirmed by Maison Matera.
8. Access to the delivery location
The customer is responsible for providing a complete and accurate address and for ensuring that the premises are accessible for the ordered product.
In particular, the customer must check, where relevant, the dimensions of doors, hallways, stairs, elevators and other access points, as well as the rules, schedules, elevator reservations and restrictions applicable to the building.
Additional fees may apply when a delivery requires special conditions that had not been communicated to Maison Matera.
When these fees can be determined before the service is performed, they must be communicated, accepted and paid by the customer before the service concerned is performed. When an additional fee can only be determined after a special condition has been identified, the additional service concerned will only be performed after the fee has been communicated to the customer, accepted and paid, unless otherwise agreed in writing.
9. Absence or inability to deliver
When a delivery cannot be made due to the customer's absence, an incorrect address, insufficient access or another circumstance attributable to the customer, re-delivery, transport, handling or storage fees may apply.
When these fees must be paid before a new attempt or an additional service, Maison Matera informs the customer and payment must be received before the service concerned is performed.
10. Receipt, inspection and visible damage
The customer must inspect the products upon receipt, before signing a delivery receipt or accepting the merchandise without reservation when circumstances permit.
Any visible damage, missing product, model error or delivery problem should be noted immediately on the carrier's document when such a document is presented.
In order to allow Maison Matera to promptly document the situation and, where applicable, pursue a recourse with the carrier, supplier or logistics partner, any visible damage or problem should be reported to Maison Matera within 48 hours following delivery, with photographs and the relevant information.
11. Returns, exchanges and claims
Returns, exchanges, damages and claims are governed by the Return and Refund Policy, Maison Matera's Conditions of Sale and any specific conditions applicable to the order.
No return may be shipped without prior authorization from Maison Matera when such authorization is required by the applicable conditions.