You questions, our answers.
What changes have been made due to covid-19?
Masks are now recommended when shopping in our stores in accordance with Health Authority guidelines. We also have plexi-glass barriers in place and signage for flow of direction throughout the store. Appointments for the showroom are also recommended. Our warehouse is open during this time allowing for delivery and pick-ups.
How do I schedule a Virtual Tour?
You can schedule a virtual tour by giving us a call at 604-270-0880 or sending us a direct message on any of our Facebook Pages.
How will delivery work?
True North Cargo (TNC) is our contracted delivery provider for the Lower Mainland and the Fraser Valley. The disclaimer waiver can be viewed at the check-out process. Delivery starts at $95.00. Still have questions, please contact us at 604-270-0880.
Can we pick up the item(s) ourselves?
Yes, pickups are permitted at our Richmond and Victoria locations only. Items must be inspected completely before leaving our warehouse and cannot be returned if damaged during/after transport.
Do they come pre-assembled or do we have install/set-up ourselves?
Assembly will be required for the majority of our items. Couches come without legs and beds come unassembled. Our contracted delivery company, TNS will offer installation and setup as part of their service for an additional charge. For further inquiries on specific items, please contact us.
Why is it only limited to British Columbia, Canada?
This is only temporary! We are working on being available across Canada and in the future, all around the world!
What is the warranty policy?
Warranty depends on the product and supplier. Typically, suppliers will offer a 1-year manufacturer’s warranty. Custom Canadian-made products typically come with a 25 year warranty.
Is the furniture we are getting new?
All the furniture we sell is brand new, unused, with packaging still with them. The pictures you see are staged or from our showroom to give an example of how it looks like.
Are the colours on the furniture true to their swatches?
No, the colours on the swatches are a close estimation on the shade of each colour. For more information on how the colours will look, please contact us for a photo.
What is the return policy?
All items are final sale unless there is a warranty issue. In special circumstances in which returns are permitted, a minimum 25% restocking fee will be applied. Cancellations on pre-orders will incur a 10% cancellation fee if the item is cancelled prior to the item arriving in our warehouse. Once the item has landed in our warehouse, the restocking fee of 25% will apply.
When should I expect to get my item?
If the item(s) you have ordered is/are in stock, we will put you on our contracted delivery services’ calendar and they will contact and arrange delivery. Pick-ups can be arranged from our Richmond or Victoria warehouses. For more information, TNS, please message us.