FREQUENTLY ASKED QUESTIONS
Q. HOW DO PRODUCT ETA'S AND DELAYS WORK?
ETA's are estimated times of arrivals and are subject to change. With international supply chains spread quite thin during the pandemic, increasing freight travel times, container shortages, port congestions, & stricter COVID-19 measures causing factories to suspend production & close in some countries. In the event that your order has been delayed, our team will keep you updated and will do everything we can to assist you.
Q. ARE THE PRODUCTS THE SAME ONLINE AS THEY ARE ON THE SHOWROOM?
We have numerous products on display in the showroom. With the vast quantity of products we carry, there will be more variety in-store than online.
Q. WHEN DO NEW PRODUCTS ARRIVE?
At Shelter, we continually strive to meet the needs of our customers, and are constantly developing & sourcing new product to do this. There is constant flow of new items arriving to each and every week!
Q. HOW DO I MAINTAIN MY NEW ITEMS?
Check out our care guide for more information on how to take care of your Shelter pieces for years to come.
Q. HOW DOES YOUR WARRANTY WORK?
All products sold at Shelter is subject to the manufacturer's warranty. Please note, warranty does not cover defects resulting from negligence, abuse, and abnormal use. Warrant is non transferable upon resale of the product. If you have questions about the warranty for a specific product, please contact us.
ORDERS & PAYMENTS
Q. WHAT PAYMENT METHODS ARE ACCEPTED?
We accept many forms of payment methods including; Interac, Visa, MasterCard, AMEX, Wire Transfer, and E Transfers.
Q. HOW CAN I STAY UPDATED WITH MY ORDER?
Our dedicated staff will give you a call when your pieces have been received and are ready to be picked up or delivered. If you have any additional questions about your order, please contact us at (416) 783-3333
Q. WHERE ARE YOUR PRODUCTS MANUFACTURED?
We source the world for the finest and most unique furniture. Our vast collection spans the globe with manufacturers from Canada, United States, Vietnam, China, India, Indonesia and so on.
Q. HOW DOES YOUR TRADE PROGRAM WORK?
We welcome professional architects, builders and interior designers who may qualify for discounts and other benefits. Please see our Trade Program page for more information.
Q. WHERE CAN I SUBMIT COMMENTS AND CONCERNS?
We welcome all of our customers' feedback and concerns. Please submit them to firstname.lastname@example.org and we will respond to you within 24-48 hours. On social media feel free send us DMs.
SHIPPING & DELIVERIES
Q. WHAT DO I DO IF MY PRODUCTS CAME DAMAGED OR ARE WRONG?
All products are packaged and carefully inspected to avoid any damages or mistakes before being delivered to you, but the occasional mishap can occur. Please advise the store of any such issues while the delivery team is present. In an instance where we are not in-store at the time of delivery, please note the damages with our third party delivery company when you sign for the receipt of your order. You can then also email images of any damages or defects to email@example.com.
Q. HOW DO I RESCHEDULE DELIVERY?
In the event that you need to reschedule a delivery, all requests must be made by emailing our customer service team at Jason@shelterfurniture.ca at least 48 hours prior to the scheduled delivery time. If you do not communicate with us within a 48 hours time frame, changes to delivery will require an additional delivery fee.
Q. HOW DOES YOUR RETURN POLICY WORK?
If your purchase of products does not meet your expectations, if the product is defective or damaged, we will be pleased to accept return of your product or exchange it. Please refer to our Return Policy for more details.