FAQ

 

WHERE ARE OUR PRODUCTS MADE?
Our products are produced by specialty manufacturers across Canada, and assembled into a finished product in our Montreal workshop.

 

ARE YOUR PRODUCTS IN STOCK?
We maintain inventory of many of our products and can typically be filled immediately. Expect in-stock orders to ship within 5-10 business days via UPS, FedEx or common carrier.

 

WHAT IF THE PRODUCT I WANT IS NOT IN STOCK?
We operate on a standard lead time ranging from 6-8 weeks depending on where we are in the production schedule. We will do our best to inform you of your lead time at time of order.

 

WHAT IF I HAVE A SPECIFIC LEAD-TIME?
Please share your lead-time with us and we will work with you to accommodate it. Rush orders can be accommodated for an additional fee if need be. Please inquire.

 

CAN I CANCEL MY ORDER?
Cancellations for all in-stock items must be made before item has been shipped out. Cancellations for all other items must be made within 7 days of confirmation of order. Cancellations of a custom order must be made within 2 days of confirmation of order.
No cancellations will be accepted after the above grace periods. No cancellations will be accepted on rush orders.

 

DO YOU CUSTOMIZE YOUR PRODUCTS
We are open to custom orders for some of our products. Typically customizations incur a charge equal to 30-50% of the value of the standard item. Our lead-time for custom orders is 8-10 weeks. Please inquire.

 

WHAT IF MY PRODUCT IS TOO LARGE OR FRAGILE FOR UPS OR FEDEX?
Some of our products are too large or fragile to ship via UPS and must ship via common carrier (motor freight). If your order is oversized one of our sales representatives will contact you with a shipping quote for approval prior to finalizing your order and payment.

 

WHAT IF MY ORDER IS DAMAGED IN SHIPPING?
Please examine condition of cartons before signing delivery receipts: Our products are thoroughly inspected and carefully packed before leaving our facility. Should you receive products in a damaged condition apparent or concealed, claims for damage must be made against the carrier immediately. Keep all packaging materials.

Apparent Damage: Should visual inspection upon the receipt of a shipment show damage, it must be noted on the delivery receipt       and signed by both you and the driver. Failure to do so will result in the carrier refusing to honor your claim. Retain all packing materials and notify carrier within immediately that you wish an inspection report made, so you can proceed to make a claim against carrier.

Concealed Damage:  When damage is not apparent until the product is unpacked, then a claim for concealed damages must be made immediately. Retain all packing materials and notify carrier that you wish an inspection report made so you can proceed to make claim against carrier.

 

WHAT IS YOUR RETURN POLICY?
You may return your purchase within 10 days of receiving the item. If the product is damaged or defective we will issue a full refund for the order once we have received the item at our facility. The product must be unassembled and in its original packaging. If the return is not due to damage or defect you are responsible for the initial shipping charge as well as the shipping cost back to us. A refund will be issued less a 25% restocking fee. Custom orders may not be returned.

 

WILL I BE CHARGED SALES TAX?
We are required to charge sales tax on the merchandise & shipping total for items shipped to Canada (GST) and Quebec (GST + QST). Sales tax will not be charged on orders shipping to non- Canadian addresses.

 

HOW DO I CLEAN AND CARE FOR MY PRODUCT? 
For dusting and light cleaning of hard surfaces use a soft, dry cloth. For further cleaning, dampen a soft clean cloth with water and firmly wring out. Gently wipe the surface then immediately use a dry cloth to wipe the surface again. Repeat the process with clean water as necessary. Polish with a soft cloth after wiping. Do not use abrasive or acidic household cleaning products. For the best maintenance of the product, protect it against sunlight and heat, and try to keep it away from moisture, grease and dirt. To avoid stains on horizontal surfaces, use coasters or mats under flower pots, vases, cups, glasses etc. Furthermore, protect the surfaces against sharp objects that might scratch.