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 during regular business hours. You can reach us by e-mail: customercare@shelterfurniture.ca or by phone: 416 783 3333.

 

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

 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 can be seen online, they can be purchased through our brick and mortar store. There are some variation between what is displayed in store and online as we are constantly changing and updating our showroom. Please call or email customer service 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 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.

 

Returns

 WHAT IF I AM NOT COMPLETELY SATISFIED WITH MY PURCHASE?
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 Furniture 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. (see our Shipping Policy)

 WHAT IF MY ITEM ARRIVES DAMAGED?
All items are carefully packaged to avoid the rigours 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