Customer Service

At Shelter we strive to make your shopping experience as enjoyable and rewarding as possible, and to us your not just another anonymous customer.  We take service very seriously and our talented staff have a reputation for their exhaustive product knowledge and friendly welcoming manner.  Please feel to contact us and speak to one of our representatives at any time or alternatively get in touch with us via our live online chat, someone is available to speak at almost all hours of the day, just click on the blue tab in the lower right hand corner of your screen.

• We will always do our best to answer any questions or alleviate any concerns you may have.
• We love to hear comments or feedback about our site, products or services.  Anything that will improve your overall shopping experience with us is welcome.

We also encourage you to view the Frequently Asked Questions below and you may quickly find what you're looking for.

FREQUENTLY ASKED QUESTIONS

Shopping With Shelter
Placing an order
Returns
Shipping

 

 

Shopping With Shelter

ARE THE SAME PRODUCTS OFFERED IN STORE THAT ARE ONLINE
We carry a great variety of products. So many in fact that we receive new arrivals on an almost daily basis. While all products that are available online are also available for purchase through our brick and mortar store and vice versa, there is some variation between what is displayed in store and online as we are constantly changing and updating our showroom. Please call or email or click on the blue customer service tab on the lower right of your screen to inquire about a specific product.

WHAT SERVICES DO YOU PROVIDE TO THE DESIGNER AND TRADE COMMUNITY?
We are happy to provide members of the design community with special benefits, competitive discounts and personalized services. To qualify, you must register for membership in our to-the-trade program and submit the required credentials along with your application. Please see our Trade Program page for more information.

WHERE CAN I SUBMIT COMMENTS OR CONCERNS?
As we strive to offer every customer a great experience, we would love to hear from you. To submit your feedback please call or email our Customer Service Representatives anytime, our contact info can be found here.

WHO DO I CONTACT IF I HAVE A QUESTION ABOUT A PRODUCT?
You can either call or showroom at 416-783-3333 and to speak to one of our Customer Service Representatives or alternatively you can chat live with one our associates by clicking on the blue tab at the lower right hand of your screen.

Placing An Order

 SETTING UP AN ACCOUNT
Simply click on the 'LOGIN' link on the upper right hand corner of your screen and fill out the required fields.  Alternatively, when you purchase an item and check out you will also be prompted to set up an account at that point if you have not already done so.

 WHY SHOULD I CREATE AN ONLINE ACCOUNT
Creating an online account with Shelter Furniture allows you to place orders easily and quickly without having to enter all your personal information each time you place an order.  With an account you will be able to keep a history of all your previous orders and track the status of your current orders, amongst other things.  Be assured, any information you provide to us is held in the strictest of confidence and your privacy is guaranteed.

 HOW DO I PLACE AN ORDER
Order Online:
Ordering online at Shelter Furniture is fast, safe, easy and you can do it 24 hours a day, seven days a week. After you have selected the items you want and added them to your shopping cart by clicking the 'Add To Cart' button, just follow the simple checkout instructions and we will process your order right away.

Order By Phone:
Sometime it is easier to speak with someone friendly who will be able to assist you and answer any questions you may have and ensure your order is processed smoothly.  We can be reached at:
416-783-3333 
Monday thru Saturday 10AM - 6PM and Sundays 12PM - 5PM EST

 WHAT ARE MY PAYMENT OPTIONS?:
We accept Visa, Mastercard, American Express and Paypal

 IS YOUR WEBSITE SECURE:
The security of your personal information is of the highest priority for us. We maintain administrative, technical, and physical safeguards to protect against unauthorized disclosure, use, alteration an destruction of personal information in our possession. Any information you transmit on Shelterfurniture.ca is processed by an industry-standard data encryption system called Secure Socket Layer (SSL)
To find out more about the measures Shelter Furniture has in place to ensure a secure shopping experience, please refer to our Privacy Policy.

 DO I GET AN ORDER CONFIRMATION
Upon placing an order on Shelterfurniture.ca you will be sent an email confirmation with a confirmation number immediately after your order has been successfully submitted.  We will also send you another confirmation email providing tracking information once your has been shipped.  If you don't receive an email confirmation, please check you 'bulk' or 'junk'  and it should be there.  Otherwise, please contact us and we will confirm the status of your order.

 

Returns

 WHAT IF I AM NOT COMPLETELY SATISFIED WITH MY PURHCASE?
We make every effort to sell products of the highest materials and make to exacting specifications. We also keep up-to-date information on all our products so that you may make informed decisions when purchasing from us. However, we understand that sometimes things may not work out for you or you may simply change your mind. We want your experience shopping with Shelter Funriture to be a positive one. Please reference out Returns Section to learn more about returns and what your options are and how to submit a return request.

 DO YOU PAY FOR RETURN SHIPPING?
No. The customer is responsible for paying any shipping costs or other costs associated with the return.

 WHAT IF MY ITEM ARRIVES DAMAGED?
All items are carefully packaged to avoid the rigors of shipping and travel, but sometimes damage does occur enroute. Please inspect your item immediately on arrival and receipt. If there is any damage or if any product is defective contact our claims department immediately at claims@shelterfurniture.ca. In order to process your claim, please send us three digital photos including one of the packaging that the item shipped in. Make sure to keep the original packaging material. We will work with you to make sure your items are repaired or replaced in a timely manner at no extra cost to you.

 IS THEIR A WARRANTY ON YOUR PRODUCTS
All products are covered by the warranties offered by their respective manufacturers. If you have questions about the warranty for a specific product, or if you have questions on how to make a warranty claim, please contact us. All warranty claims are subject to our terms of use.

Shelter Furniture's full return policy can be viewed here: Return Policy