Shipping & Returns
We’re here to make your shopping experience easy and enjoyable. If you have any questions or need assistance, we’re always available. We stand by our products and want you to love your purchases, so if your order isn’t what you expected, we’ll help make it right. Read on for our shipping and return policy.
Shipping
We are proud to offer free shipping on most purchases over $175 within Canada, excluding Atlantic provinces and territories. If you are located in one of the excluded areas and would like to make a purchase, please contact us by email and we would be glad to help.
What shipping carriers do we use?
Depending on the destination address included at the time of order, your purchase may be delivered by UPS, FedEx, GLS, Canpar Courier, or Canada Post.
As part of our efforts toward sustainability and reducing our environmental impact, we reuse shipping boxes and packaging materials wherever possible. We also strive to ensure all our shipping and packaging materials can be recycled.
How long does shipping take?
Once we pack and process your order you will receive a notification email with tracking details so you can follow your shipment's progress. Standard shipping times after your order has been processed can range between 5-10 business days.
In stock items usually ship within 24-48 hours while items not kept in our regular stock, such as upholstered furniture, customizable pieces, special order products, or otherwise out of stock items are subject to standard supplier lead times which can vary from 1-16 weeks. If the item you ordered is not currently in stock we will notify you within 24-48 hours to advise of the applicable lead time. Please note that all lead times are based on information provided by the supplier and are estimates only that may be subject to change. Any changes to the quoted lead time will be promptly communicated by email. If you have questions about lead times for any product we offer please contact us.
Are there exclusions to the free shipping offer?
Due to size and weight exemptions applied by our shipping carriers, we are unable to to offer free shipping on some items. Products excluded from our free shipping offer are identified in the product description as being subject to a shipping fee. For these items we cap the shipping fee at a maximum of 10% of the regular retail price, and we pay any amount above and beyond. We do not mark up our shipping fees and in the event the actual cost of shipping is less than the above noted 10%, we charge the lesser amount. The shipping fee is assessed and payable when your order is ready to ship rather than at the time of purchase.
All Gus* Modern items are also excluded from our free shipping offer. A shipping fee of 8% of the regular retail price is applicable to all Gus* Modern products, and payable when your order is ready to ship rather than at the time of purchase.
Do we ship outside Canada?
We are happy to ship your purchase to almost anywhere. Most orders to addresses in the USA are subject to our standard shipping fee, with exceptions corresponding to the size and weight exemptions outlined above. For shipments to destinations outside Canada or the USA please contact us by email to obtain a quote.
Please be aware orders shipped outside Canada may be subject to import duties and fees, which are payable by the purchaser. If you would like to ship a product identified as being subject to a shipping fee to an address outside Canada please contact us by email for assistance.
Returns & Exchanges
If something isn't quite right when your order arrives please contact us by email and we would be glad to help. Our flexible policy allows up to 30 days to return items for a refund and up to 60 days to exchange items for store credit.
How do returns work?
We are happy to accept returns within 30 days of receiving your purchase for unused products in new condition. To qualify for a refund, items must be free of any markings or evidence of use and must be returned with all the original packaging materials intact. Once we receive the returned item in its original packaging and verify it has not been used, the refund is processed and a confirmation email sent within 48 hours. Due to the costs associated with processing returned items, all refunds are subject to a restocking fee equal to 20% of the purchase price. We do not pay for return shipping and are unable to accept returned items sent COD.
Please contact us via email if you wish to return an item so we can confirm the correct shipping address and watch for the arrival of your package.
Can any product be returned?
The following products are not eligible for return: custom upholstered furniture, special order items, and customized products such as pieces with multiple material, finish, and/or colour options made to your specification.
All clearance products are considered final sale and may not be returned or exchanged.
What about exchanges?
Within 60 days of receiving your purchase, unused items with all the original packaging intact and in new condition free of any markings or evidence of use may be exchanged for store credit or another product of the same value. The store credit can be used toward a future purchase for any of the products we carry. Exchanged items and products purchased with store credit are not eligible for free shipping. We do not pay return shipping for exchange or store credit and are unable to accept items sent COD.
All clearance products are considered final sale and may not be returned or exchanged. In some cases special order items may be exchanged for store credit less a 20% restocking fee.
What if something arrives damaged?
We take great care processing and packaging your shipment, but occasionally things can arrive in less than perfect condition. In the unlikely event you happen to receive a damaged item we will promptly replace it free of charge.
Please notify us via email within 24 hours of receiving your order with photos of the damaged item, as well as photos of any damage to the box your order arrived in or to the product packaging itself. After reviewing your email and confirming the damage we will reply with details to track your replacement shipment.
What if the product has a suspected defect?
If you suspect an item has a defect please notify us by email within 24 hours of receiving your order by following the procedure outlined above. In addition, please keep all the original product packaging, as well as the box and packaging your order arrived in. After reviewing your email and verifying the item contains a defect, we will reply with shipping details for your replacement and may request the original item be repackaged and returned. A shipping label will be provided to you for defect return shipment requests.