Q: How much do you charge for shipping?
A: Good news! Shipping is free all across Canada! Small parcels will be shipped with Canada Post, UPS, FedEx, or Puralator. Large parcels will shipped by one of our third delivery companies who specializes in LTL services.
Q: I am missing some parts of my product, how do I get replacements?
A: In the rare case where your product arrives with some parts missing, please put the product together fully first and see if there are any more parts missing. Once that’s done please file a claim via email firstname.lastname@example.org with your name and order number and explain as well as you can to which part is missing. Photos would be much appreciated and will help speed the replacement process up drastically.
Q: My product came damaged, can I get a replacement?
A: Sometimes during transportation the product do get damaged and when that happens please file a claim via email at email@example.com with your name, order number and some photos. If we can repair the item we will do it free of charge by either sending our own technicians to your home or find a local technician. If the item is damaged beyond repair we will send you a replacement free of charge.
Q: How do I know when our items are shipped?
A: For small to medium size parcels a tracking number will be provided for the carrier we use. But for larger items like a sofa you will receive a call from the delivery local delivery driver to schedule a drop off date. We usually ship out the items after 3 days.
Q: Can I change the shipping address?
A: Of course! As long as the items haven’t been shipping already we can change the address. Just email us at firstname.lastname@example.org within 48 hrs of placing your order. We typically do not start the shipping process until 3 days after.
Q: What happens if I can’t be there to receive my order?
A: We know you have a busy schedule and may not be able to be there in person to sign for the delivery so we can accept any signature from anyone over the age of 18.
Q: Can I return my items?
A: Everyone experience buyer’s remorse one in a while so do to worry, you have 30 days to return the item. Please repack it in its original packaging it came in to the best ability as you can and make sure there are not visible damages or scruffs on the product otherwise we cannot accept the return. Please understand that we try to be environmentally friendly as possible and every return item will need to be resold to other customers in an open box condition but we do need to originally packaging. If you have dispose of the packaging then unfortunately we cannot accept this return.
Once you have put the items back into its packaging please email us photos and we will schedule a pick up date and time which convenient you. Once we have received the item our return department will inspect the item and then issue a refund to the same card you made your purchase with.
Please note that you are responsible for the shipping fee the carrier charges.
Q: Where are your products made?
A: We source our products from factories in China, Indonesia, and Malaysia.
Q: What kind of leather do you use?
We only use top grain or full grain cow leather on our leather sofas. Our top grain hide is at a minimum of 0.15 cm thick where as our full grain hide is at least 0.2cm thick.
Full grain leather is the highest quality grade of leather money can buy. It comes from the top layer of the hide and includes all of the natural grain. It is more expensive for manufacturers to buy and more difficult for them to work with. Top grain leather is the second highest grade of leather, it is the outermost leather with the third layer removed. It is just as durable as Full Grain but it is not as thick.
Q: Where does your materials come from?
A: We import Full Grain leather from Brazil and Australia. Asfour crystals are from Egypt. LED drivers, electrical components, and wires are all UL or ETL listed and are made in Taiwan or China. All other materials like Top Grain leather, wood frame, fabric, MDF, metals are in China.