Frequently Asked Questions
Q. Where are your products manufactured?
We work with suppliers in China and India.
ORDERING AND PAYMENT
Q. I am concerned about submitting my credit card information online. Is it safe to place an order on your site?
Yes, absolutely safe.
Your credit card information is transferred using the same 256 bit encryption and physical security that banks use.
Q. What types of payments do you accept?
We accept all major credit cards (Visa, Mastercard, American Express). You can also choose to pay using PayPal and ApplePay.
Q. Do you charge sales tax?
We collect sales tax where we are required to by law.
In Canada, we collect the appropriate provincial and federal taxes depending on the province/territory where you live.
Q. When will I be charged for my order?
You will be charged for your order when you place it.
Q. Will I get confirmation of my order?
An order confirmation email is sent to you when you place the order. If you have not received it within a few hours of placing your order please contact us to let us know.
SHIPPING, DELIVERY AND ASSEMBLY
Q. How much do you charge for shipping?
The rate is calculated at checkout once you enter your address.
Q. How will my furniture ship?
In order to ensure that your new furniture arrives in pristine condition we generally ship using carriers that are specialized in shipping furniture.
Q. Can I track my shipment?
Once you have placed your order you will get an estimated delivery date in your order confirmation email.
When your order leaves our warehouse we will send you another email to let you know.
You are also able to log in to our website to see any updates to your order status.
Q. Will I get a call when the furniture is going to be delivered?
In most cases, once your order arrives in your local area our delivery partner will contact you to arrange a day and time for delivery.
Delivery appointment availability varies depending on the local delivery partner in your area. Generally this will be between 9am and 5pm, Monday to Friday, but the specific partner in your area may be able to accommodate deliveries outside this time.
If your order was shipped using a courier service you will not be given advance notice as to when they will deliver.
Please let us know as soon as you are able to if you wish to change the delivery address on your order.
We will always do our best to ensure that your order is sent to the right location.
Q. What happens if I miss my delivery appointment?
In the event that you miss your delivery appointment our local delivery partner will be in touch to schedule another appointment. Note that some of our delivery partners may charge a redelivery fee in this instance.
Q. I ordered multiple items but they did not arrive together, what’s going on?
Don't panic! It is likely that your items have shipped from different warehouses and the remaining items will arrive shortly.
Please don't hesitate to contact us if your order does not arrive within its delivery estimate and we will work with our carriers to get your order to you right away.
Q. My estimated delivery window has passed and my order hasn’t yet arrived - what should I do?
Please contact us.
RETURNS AND CANCELLATIONS
Q. Can I return my order?
If for any reason you don’t love your new furniture you can return it within the first 30-days, no questions asked. Provided you return the furniture in as-new condition and in the original packaging we will refund your purchase, less the cost of shipping and return shipping.
Q. If I choose to return my order, what happens next?
If you do decide to return your order contact us and let us know. We will ask you to repackage the item carefully in the packaging in which it arrived. Our delivery partner will then schedule a convenient time to come and collect the order for return shipping.
Once the item is back at our warehouse it will be inspected, and provided it is in as-new condition we will issue a refund less shipping charges.
Refunds typically take between 5 and 10 business days to process. Please note that as much as we would like to, this delay is not something we are able to remove or expedite - this delay is in the banking and credit card system.
Q. What happens if I no longer have the packaging for the item?
We strongly encourage you to keep your packaging for 30 days in case you decide you want to return it.
You can still return your item, however we charge a re-boxing fee to ensure that we are able to package the item appropriately to survive return shipping.
This fee varies based on the size of the item and packaging required.
Q. Can I cancel an order?
Yes, the order can be cancelled prior to shipping at no charge. We will issue a full refund.
If you decide to cancel your order after your order has left our warehouse we will issue a refund less our shipping fee.
Q. What should I do if my shipment is damaged/defective?
Take pictures and describe the damage in as much detail as possible. Contact us right away.
Q. What kind of warranty is provided on your products?
We will replace or repair any products with defects in material or workmanship.
Our warranty applies one year from date of shipping.
For the warranty to apply, the product must have been used for its intended purpose through normal use. Products are not covered by warranty if used for commercial purposes or defect is from causes beyond normal wear and tear.
Contact us right away if you believe you have an issue that is covered by our warranty, and will work with you to determine the appropriate next steps.
Q. I have a question that is not answered here, can you help?
Of course! Feel free contact us with us by email, chat or phone and our team would be happy to help answer your questions.