What’s on this page?
- Shipping Costs
- Shipping Estimates
- Business Hours & Holidays
- Order Tracking
- Cancelling an Order
- FAQs
- Need Help?
Shipping Costs
Shipping is FREE on all products. However, we do charge a $250 shipping fee (per order) to addresses in the Canadian Territories and certain remote areas.
You will be notified at checkout if a shipping fee applies to your location.
Remote Shipping Areas
Refer to the postal codes below to see if additional shipping fees apply to your area.
| Postal Code | Location |
|---|---|
| A0K, A0P, A0R | Northern Newfoundland & Labrador |
| A2V | Labrador City, NL |
| G0G, J0M | Northern Quebec |
| G4T | Magdalen Islands, QC |
| JH8 | Lachute, QC |
| R0B | Northern Manitoba |
| R6P | Stanley, MB |
| T0K | Southern Alberta |
| T0P, T0V | Northeast AB |
| V0E | Central Okanagan & High Country, British Columbia |
| V0J, V0L, V0W | Northern & Central BC |
| V0T, V0V | Central Passage & Haida Gwaii, BC |
| X | Northwest Territories & Nunavut |
| Y | Yukon |
Shipping Estimates
Here’s where you can find the shipping estimates for any product:
Any product page, below the ‘ADD TO CART’ button
Checkout page, under ‘Order Summary‘
Shipping times vary by item and size. We do our best to provide accurate shipping estimates, though sometimes periods of extremely high demand and other supply chain disruptions prevent us from meeting these timelines. If there are shipping delays due to adverse weather conditions or labour strikes, our customer service team will contact you.
For mattresses, production begins once an order is confirmed and any relevant verifications or requested delays have been resolved.
Merchant Verification
Some customers will be contacted by email to complete additional verification before their order is shipped. If additional verification is required, shipment dates may be delayed until all required information has been received. Please add support@douglas.ca to your contact list and check junk folders after placing your order to ensure that you receive all communication from us.
Business Hours & Holidays
All orders process and ship Monday to Friday, excluding federal holidays within Canada. If your order is placed after business hours, it will be processed the following business day.
Packages do not ship from our manufacturers or warehouses on weekends or the following Canadian holidays.
NOTE: If a holiday falls on a weekend, it will be observed on the nearest weekday.
| Holiday | 2024 | 2025 |
|---|---|---|
| New Year’s Day | January 1 | January 1 |
| Family Day | February 19 | February 17 |
| Good Friday | March 29 | April 18 |
| Easter Monday | April 1 | April 21 |
| Victoria Day | May 20 | May 19 |
| Canada Day | July 1 | July 1 |
| Civic Day | August 5 | August 4 |
| Labour Day | September 2 | September 1 |
| Thanksgiving Day | October 14 | October 13 |
| Remembrance Day | November 11 | November 11 |
| Christmas Day | December 25 | December 25 |
| Boxing Day | December 26 | December 26 |
Order Tracking
Tracking information for your mattress will be emailed to you as soon as it is generated at our manufacturing facility. Please note that accessories ship separately, and we will send you their tracking details as soon as they are available.
If you want to check the status of your order, input your order number and email on Track My Order.
Cancelling an Order
To cancel your order, contact us. If it is outside of business hours, put ‘Cancel Order’ in the email subject line and tell us the reason for cancelling in the body of the email.
Depending on the status of your order, different cancellation processes apply.
If your order…
- Has not been placed yet, we will cancel it.
- Has been placed but not shipped, we will ask our manufacturing team to cancel it.
- Has been shipped, we will request a return-to-sender with our courier partner. But if that request is not received in time, you can refuse to accept the delivery when it arrives.
- Has been delivered, we will request a delivery pickup from our courier partner (subject to our Return Policy).
We will issue your refund once the order has been cancelled or the returned item has been inspected in our warehouse.
FAQs
Do you offer international shipping outside of Canada?
No. We only sell and ship Douglas mattresses and sleep accessories to customers in Canada.
Do you ship to PO boxes or rural addresses?
Due to the oversized nature of our packages, we can’t guarantee delivery to PO boxes. If you’d like to ensure the seamless delivery of your order, put a property location in the Shipping Address section at checkout.
For rural destinations, our courier partner will often tender your packages to a local courier for final delivery. If this occurs, your estimated delivery date will no longer be updated. If a week has passed from this scan and you still don’t have your items, please contact our customer service team.
Will all my items arrive in the same shipment?
Our goal is to get your products to you as quickly as we can, which sometimes means splitting up deliveries.
- If you’ve ordered multiple mattresses, they may ship separately.
- If you’ve also ordered accessories, these items have their own tracking information and will ship separately from the mattress.
Can I schedule my delivery for a specific date or time?
We ship our products with our courier partners, who deliver Monday through Friday during business hours.
We can’t schedule a specific delivery date or time, but we will do our best to coordinate the delivery of your items by delaying the processing of the order until an appropriate date.
If your items are already in transit, contact customer service, and we can request a ‘vacation hold’ with our courier partner. However, results are not guaranteed, and the items may still deliver.
Do I need to be home to accept my delivery?
No, you don’t have to be home to accept your order, as a signature is not typically required in most locations. However, a signature is required for deliveries on orders paid with Affirm or PayPal.
What can I expect on delivery day?
The driver will leave your package(s) right at your door if they feel it’s safe to do so. If delivery isn’t possible, the driver will try a redelivery or will leave your order at your local pickup centre for you to collect at your convenience.
Please follow all instructions on any shipping note or delivery notice left on your door or in your mailbox. The driver is not obligated to enter apartment buildings and may require you to meet them at the front door. The driver will not carry your new product(s) up flights of stairs or to your bedroom, nor will they unbox your package(s) or remove your current mattress for you.
Still have questions about shipping?
Our Canadian-based customer service team is here to help:
- Start a Live Chat
- Phone 1-855-215-9509
- Send an email to support@douglas.ca
Made in Canada | #630-9707, 110 Street NW, Edmonton, Alberta T5K 2L9, Canada