Shipping and return

Shipping and return

Free shipping !

Enjoy free shipping on all orders !
We want to make sure your order gets to you safe and sound. That’s why we partner with transport carriers who will contact you to schedule delivery.

Tracking Your Order

Once your order has been shipped, the shipping and tracking information are emailed to you. You can use your tracking number to track your order on the delivery carrier’s website.
It may take a few days for the information to be updated.

Carriers:

YRC
Robert
Fastfrate
Fedex

Curbside Delivery Service

The items are delivered to the curb at the end of your driveway.
You will be responsible for further transport beyond that point. We recommend asking a family member or friend for an extra hand.
The service does not include unpacking and assembly of items or removal of packaging materials.
A signature is required upon delivery and will constitute Proof of Delivery.
Please inspect all items upon delivery. Please note any damaged items or packaging on the delivery receipt. If refusing delivery due to damage, please note “Delivery refused due to damage” on the receipt.
Additional charges may apply for special delivery requirements or extraordinary delivery conditions.
If you receive damaged merchandise but you accepted the delivery, the Damaged Product Policy will apply.
Small parcel – Signatures are not required for small parcel deliveries, but the decision to leave your package will ultimately be at the discretion of the delivery carrier.

If you’re not home…

The delivery carrier is free to decide whether they should leave the package at your door or take it to the nearest delivery carrier’s center, in which case, they’ll leave you a card telling you where to go pick up your order.

If you change your mind…

Call our customer service at 1 888 823-7827 to set the return process. Your order will be returned to us to avoid storage fees and you will not be eligible for a full refund (current shipping and return shipping charges with restocking fee will apply). The Standard Return Policy – Online buying criteria will be applied.

If, for some reason, you provided wrong details (e.g. suite/apt number, phone number with no answer or any other information that is missing) …

Your order will be returned to us to avoid storage fees and you will not be eligible for a full refund (current shipping and return shipping charges with restocking fee will apply).

We deliver large boxes!

According to the acquired goods, some packages are big and heavy. We suggest you invite a friend to come along so you have some help to carry them in your home. You can check out our box sizes on the “Products” page, under “Dimensions”.

We deliver throughout (most of) the U.S. and Canada!

Bestar can only deliver products within contiguous United States and Canada.
Bestar cannot ship to Alaska, Hawaii, Puerto Rico, PO Boxes, APO or FPO addresses, islands, remote areas and international.

Standard Return Policy – Online buying

It is important to us that our customers are fully satisfied with their online purchases. Therefore, we make the return process very easy for you.

The following criteria must be met in order, for an item to qualify for a refund:

  • The order was shipped within the last 30 days (as evidenced by the Shipment Date Confirmation)
  • The product is in the same condition as when you received it: uninstalled, unassembled and it is in its original packaging (boxed and sealed, all components, assembly guide).
  • Mattress – The mattress must be unused, undamaged, without any odours and have no signs of wear. The mattress should be wrapped and well protected before the pick-up. For hygiene reasons, returned mattresses that could represent a risk will be denied.
  • To ensure the above criteria have been met, all merchandise submitted for a return will be inspected. If a product does not meet the listed criteria, Bestar reserves the right not to return the product.
  • The products on sale are not refundable.
  • Bestar does not exchange products, but you can always return unwanted items for a refund and then place a new order.
  • All refunds or balances on exchanges will be credited in the original form of payment with the shipping fees deducted. You will be responsible for paying any balance due upon exchange if the retail price of the new item(s) selected is greater than the retail price of returned item(s).
  • All types of refunds may take up to 14 business days to be processed.
  • We have made every effort to display, as accurately as possible, the colors of our products online. However, since computer screens and settings vary, Bestar cannot guarantee that the colour displayed on your screen will be exactly that of the product. Therefore, no return will be refunded for this reason.

Refund Procedure

To process your refund, the issuance of a Return Merchandise Authorization (RMA) from Bestar is required. To get the RMA:

  • Fill the Merchandise Return Form.
  • Merchandise must be returned within 30 days of delivery.
  • Merchandise must be in original condition
    (i.e. unopened, unused, undamaged).
  • Closeout merchandise is not returnable.
  • Products without a Return Merchandise Authorization (RMA) will not be credited or returned.
  • Mandatory taxable return fees, corresponding to 20% of the value of the goods and covering shipping costs will be deducted from the refund

Product Damage / Wrong Item Policy

  • Your merchandise has been carefully checked and packaged before leaving our warehouse. However, if you find an error or an article missing from your order, contact our customer service to initiate a return request. You can also write at service@bestar.ca with the part id number and we will send a replacement at no extra charge:
    • Provide a picture of the damaged, defective or wrong item;
    • Describe the problem (include part numbers if possible).
  • You have 7 days from the delivery date to report damaged, defective, missing or wrong items.

Missing or damaged parts?

  • Call our customer service at 1-888-8BESTAR and keep the assembly instructions on hand when calling. Our experts will answer your questions and quickly ship what you need to complete the assembly.
    Our opening hours are:
    Monday to Thursday: 8 a.m. to 8 p.m. E.S.T
    Friday: 8 a.m. to 5 p.m. E.S.T
    Saturday and sunday: 9:30 a.m. to 12:30 a.m and 1 p.m. to 5 p.m. E.S.T
  • Or you can order them online
    In the “Order parts” section, write the model of your product (ex: 110400-1198) and choose from the list offered to you.

Cancellation Policy

Due to our commitment to process orders quickly and provide fast delivery, once the checkout process is completed, our warehouse is immediately notified to pick up the order and prepare it for shipment. Because of this we do not accept any cancellations if the order has been shipped.

  • To cancel an order, please contact service@bestar.ca.
  • The shipping address cannot be changed or modified once the order is shipped.
  • To request an address change, please contact service@bestar.ca.