Get Help/FAQ

+Who is CEVA Home Delivery?

Answer

CEVA Logistics is one of the world’s leading supply chain management companies. CEVA’s Home Delivery division provides specialized services for customers requiring delivery of heavy or bulky items to end-consumers’ residences.

+How long is the delivery window?

Answer

Our standard delivery window is 4 hours. However areas outside of major metropolitan cities may have a longer delivery window of 8 to 12 hours. You will receive a call approximately 30 minutes prior to your delivery.

+Can I shorten my delivery window?

Answer

Our standard delivery window is 4 hours. This window cannot be shortened or altered. Your driver can arrive anytime during that 4 hour window. Someone 18 or older must be available to sign for the delivery. You will receive a call 30 minutes prior to delivery.

+ I cannot be available for any of the appointment offerings. What should I do?

Answer

It’s okay if you are not available as long as someone 18 years or older is available to sign for your delivery.

+If I call customer service will I get better scheduling options?

Answer

As a convenience we offer you all of our current appointment offerings. Service center representatives have the exact same options as those available to you. Go ahead and schedule before your desired delivery window is taken!

+How do I reschedule my delivery for a more convenient date?

Answer

Click here to reschedule.

+If I scheduled online how do I know it saved?

Answer

Click here to confirm your scheduled delivery.

+Can I pick up my item?

Answer

Contact your online retailer for approval to pick your item up from your local CEVA facility. Please allow 24-48 hours for system updates if the request is approved.

+My phone number is wrong, how do I update it?

Answer

You can update your phone number by clicking here. The update will appear in our internal system immediately but please allow 24 hours for the change to reflect on our website.

+Can I update my phone number on the day of delivery?

Answer

We cannot make changes to your order on the day of delivery.

+My address is wrong, how do I update it?

Answer

You must contact your online retailer to authorize a change in address. Please allow 24-48 hours for our system to update if the request is approved.

+Will I get a call on the day of delivery?

Answer

You will receive a call on the day of delivery 30 minutes prior to your delivery.

+How do I cancel this order?

Answer

You can cancel the delivery of your item by clicking here. However, you must contact your online retailer to cancel your order and discuss the refund process. CEVA does not handle refunds.

+The tracking number I got from the retailer isn’t working, what should I do?

Answer

Contact your online retailer to confirm your order details. Shipment records can be pulled by tracking number or phone number. If neither work your item may not have shipped yet. Please allow up to 48 business hours for order visibility.

+What if I am unable to schedule my appointment for a home delivery in Canada?

Answer

Please contact our CEVA Canada customer service team at 905-672-3393 for scheduling assistance.

+Why did I receive a call to schedule an appointment when I have already scheduled my delivery?

Answer

Our automated phone system likely retrieved your number prior to you scheduling your delivery appointment. Please disregard the call. You can confirm that your delivery is scheduled by clicking

+What should I do if I discovered that my item is damaged after the delivery has been completed?

Answer

Contact your online retailer.

+How do I change the level of service for my delivery?

Answer

Contact your online retailer for options on changing your delivery service level. This cannot be done directly through CEVA. Please allow 24-48 hours for our system to update if a change is authorized by your online retailer.

+Why do I need to schedule my delivery? Why can’t you just drop it off?

Answer

CEVA Home Delivery specializes in large items and large value home deliveries. As such, an adult must be home during the time of delivery to meet the driver and sign for it.

+What to expect during a home delivery?

Answer

On the day of your delivery, sometime during your appointment window, a one or two person team will contact you approximately 30 minutes before arriving at your residence. An adult MUST be present when the driver arrives to meet the driver and sign for the shipment. Delivery will be completed based on the delivery service level for your shipment. The service level can be found on the shipment-tracking page.

+How do I contact customer service?

Answer

Contact customer service toll free at 1-844-215-0640. We are available to take your call from 7:00 AM – 7:00 PM (CST) Monday – Friday.

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