Comprehensive Shipping & Logistics Policy

The Complete Framework for Appliance Distribution Across Ontario

01. Provincial Logistics Infrastructure

Oxbury Warehouse utilizes a sophisticated logistics network designed to handle heavy-duty appliances with maximum care and precision. Our infrastructure is anchored by three primary distribution centers located in Brampton, London, and Windsor, allowing us to cover the vast majority of Southern Ontario within highly efficient timelines. Each hub is equipped with specialized loading docks and professional-grade transit vehicles specifically modified for appliance transportation.

By maintaining our own fleet alongside dedicated third-party logistics partners, we ensure that every refrigerator, stove, or laundry pair is handled by experts who understand the weight distribution and fragile components of modern machinery. This multi-layered approach allows us to scale our delivery capabilities during high-volume periods without compromising the safety of your investment or the speed of our service.

03. Threshold Delivery Standards

Standard delivery at Oxbury Warehouse is defined as "Threshold Delivery," which is the gold standard for warehouse-direct appliance sales. This service includes the safe transport of the unit from the truck and placement inside the first dry, accessible area of your residence, typically a garage, front foyer, or mudroom. This ensures the appliance is protected from the outdoor elements while awaiting professional installation by your chosen contractor.

Please note that threshold delivery does not include the unboxing, assembly, or movement of the appliance to various floors within the home. This policy is in place to protect both our delivery staff and your property from the risks associated with maneuvering heavy equipment through narrow residential hallways. If you require movement to a specific room, please consult our sales team regarding premium white-glove service upgrades prior to your scheduled delivery date.

04. Property Damage & Liability Disclaimer

Oxbury Warehouse employs highly trained delivery professionals; however, the movement of large, heavy appliances into residential spaces carries inherent risks. It is a strict policy that Oxbury Warehouse and its third-party agents are not liable for any internal or external property damage that may occur during the transit process. This includes, but is not limited to, scratches on hardwood floors, indentations in carpets, scuffs on walls, or damage to door frames and railings.

We strongly recommend that customers take proactive measures to protect their homes before the delivery team arrives. This should include laying down protective cardboard or plastic runners on flooring and removing any fragile wall decor or furniture that may obstruct the pathway. By accepting the delivery, the customer acknowledges that the maneuvering of these heavy units is done at the homeowner's risk and that the delivery team is acting under the customer's general direction.

05. Appliance Measurement Requirements

One of the most common causes of failed deliveries is the lack of proper measurement of the home's entry points. It is the customer's absolute responsibility to ensure that the dimensions of the appliance ordered will fit through all doorways, hallways, and stairwells leading to the final destination. We provide detailed spec sheets for every model on our website to facilitate this planning process.

If a delivery team arrives and finds that the unit cannot physically fit into the home without removing doors or architectural fixtures, the delivery will be considered "failed." In such cases, the appliance will be returned to the warehouse, and the customer will be responsible for a re-stocking fee as well as a secondary delivery charge if a smaller model is subsequently selected. Measurement is the key to a successful logistics experience.

06. Pathway Clearance and Safety

Safety is our primary concern during the delivery process, and we require a completely clear and hazard-free path for our team. This includes the removal of all snow and ice from driveways and walkways during winter months, as well as the clearing of children's toys, pets, and loose rugs inside the home. A clear path ensures that our team can maintain a firm grip on the equipment and prevents accidents that could result in injury or property damage.

If the delivery team deems the pathway to be unsafe or inaccessible, they reserve the right to leave the appliance at the closest safe point (such as a garage or driveway). Our teams are instructed not to perform "extreme" maneuvers, such as lifting appliances over railings or through windows. Maintaining a safe environment is a joint responsibility that ensures a smooth and professional handoff of your new appliance.

07. The $1,000 Free Shipping Protocol

Oxbury Warehouse is proud to offer free threshold delivery on all orders exceeding a subtotal of $1,000 before taxes. This incentive is designed to provide massive value to customers refurbishing their entire kitchen or laundry room. This offer applies to our standard Tier 1 and Tier 2 delivery zones, ensuring that the majority of our customers can benefit from this significant cost saving when buying in bulk or selecting premium models.

08. Haul-Away and Disposal Services

We provide a convenient haul-away service for your old appliances to ensure they are recycled or disposed of in an environmentally responsible manner. This service must be added to your order at the time of purchase to ensure space is allocated on the delivery truck. We operate on a one-for-one basis, meaning we will remove one old unit for every new unit delivered to your home.

09. Disconnection of Existing Appliances

For a haul-away to be successful, the old appliance must be completely disconnected from all utility lines before our team arrives. This includes unplugging electrical cords, disconnecting water hoses from valves, and ensuring gas lines are capped. Our delivery staff are professional movers and are not licensed to perform electrical or plumbing disconnections, so please have this completed in advance.

10. Gas Appliance Logistics

Shipping and handling gas appliances requires extra caution due to the sensitive nature of gas valves and igniters. When we deliver a gas stove or dryer, the unit remains in its protective packaging as long as possible to prevent any vibration-related damage to the internal gas components. Please note that for safety and insurance reasons, our delivery teams will not connect or disconnect any gas-powered equipment.

11. Multi-Story Delivery Challenges

Standard delivery covers the ground floor only. If your delivery involves navigating staircases (more than 3 steps), this must be disclosed at the time of order. Navigating appliances up or down stairs requires additional manpower and specialized equipment like motorized stair-climbing dollies. Failure to disclose stairs may result in the team being unable to complete the delivery on the scheduled day.

12. Scheduling and Time Windows

We value your time and aim to provide accurate 4-hour delivery windows. Our automated system will contact you via SMS or email the day before your delivery to confirm your window. While we strive to meet these windows, factors like Ontario traffic, construction, and previous delivery complications may cause delays. We appreciate your patience as our teams work to deliver every item safely.

13. Pre-Arrival Communication

To ensure you are ready for our arrival, our drivers will provide a courtesy call or text approximately 30 minutes before they reach your address. This allows you to secure pets, move vehicles, and perform a final check of the delivery path. If the team arrives and cannot reach the customer after multiple attempts, they are required to move to the next stop to remain on schedule.

14. Failed Delivery and Re-Delivery Fees

A delivery is considered "failed" if no one is home to sign for the items, if the path is unsafe, or if the unit does not fit. In these instances, a re-delivery fee (typically $99+) will be charged to cover the labor and fuel costs of the second attempt. This fee must be paid before the second delivery attempt is scheduled, so please ensure all preparations are finalized for the first visit.

15. Signature and Inspection Process

Upon delivery, an adult (18+) must be present to inspect the appliance and sign the delivery receipt. We encourage you to perform a thorough visual inspection for any transit-related damage before the drivers depart. Once the receipt is signed, you are acknowledging that the unit was received in good condition, which is a vital step for any potential future warranty or insurance claims.

16. Rural and Remote Access

If you live on a rural property with a long or narrow driveway, please let us know in advance. Our large delivery trucks require significant clearance and a solid surface to maneuver. If a truck cannot safely enter a driveway due to mud, low-hanging branches, or weight restrictions on bridges, we may need to meet you at the closest accessible point to transfer the goods.

17. Hidden Damage Reporting

In rare cases, an appliance may have "hidden damage" that is only visible once the packaging is fully removed. You have 48 hours from the time of delivery to report any such damage to our customer service team. Providing clear photos of the damage and the packaging will help us expedite a resolution, which may include a repair, a partial credit, or a unit exchange depending on the severity.

18. Extreme Weather Rescheduling

The safety of our drivers is paramount. During extreme Ontario winter storms, flooding, or severe heat warnings, Oxbury Warehouse reserves the right to reschedule deliveries. We will notify affected customers as early as possible to arrange the next available safe date. We apologize for any inconvenience, but we will not compromise the safety of our staff or your appliances in dangerous conditions.

19. In-Store Pickup Logistics

For customers choosing to pick up their appliances from our Brampton or London warehouses, we provide a dedicated loading bay and assistance with a forklift. It is the customer's responsibility to bring a suitable vehicle (such as a pickup truck or trailer) and proper tie-down straps. For insurance reasons, our staff cannot secure the load to your vehicle; this must be done by the customer to ensure they are satisfied with the safety of the transport.

20. Logistics for Warranty Repairs

If an appliance requires a repair that cannot be completed in-home, our logistics team will coordinate the pickup and return of the unit to our service center. This process follows the same safety and threshold standards as our initial delivery. We work to ensure that your appliance is returned to you in full working order as quickly as possible, maintaining the same level of care throughout the entire service lifecycle.