We want you to be happy with your purchase and with your experience shopping with Shelter. We make every effort to select and sell products that meet stringent standards for both quality and construction, and for their unique aesthetic appeal and qualities. We keep the most up-to-date information and specifications possible for all our products so that you can make the most informed decisions possible about your purchase. If you have any questions prior to purchasing, we would be happy to answer them for you and provide you with any additional information you may need. Simply send us an email to firstname.lastname@example.org or phone us at 416-783-3333.
TERMS OF SALES
Terms of sale:
No refunds or exchanges only store credit with a 20% restocking fee within 14 days of purchase. A store credit will be issued and valid for 90 days. Floor models are final sale and cannot be returned or exchanged. Estimated dates of arrival are tentative and cannot be used as a reason for cancellation. Etas are estimated times of arrival and are subject to change without notice. A copy of your order must be presented as proof of purchase. Special orders are final sale, and cannot be returned or exchanged. All furniture, lighting, & accessories are covered by warranties offered by their respective manufacturers. No commercial or contract warranties are offered unless otherwise specified in writing. Previous promotions can not be combined with current promotions.
Pick up hours:
Our new pickup hours are now from Tuesday to Saturday from 10:30 am to 5:00 pm. No pick ups Sundays and Mondays.
Shelter accepts major credit cards issued in Canada, currently limited to Visa, MasterCard, and American Express as well as payments via E-Transfer. We do not accept any other payment methods at this time.
The billing information you provide (including your name, address and postal code) must match the information associated with the credit card. The information is used to verify the transaction and your payment.
At the time of your order, you must also supply a telephone number and email address so that customer service can communicate information about your order with you.
Terms of Final Sale:
Custom, made-to-order items are considered final sale and cannot be cancelled, returned or refunded unless damaged or defective upon receipt and it is not possible to replace the item in any way. This can include items where you’ve selected colour, fabric, upholstery, finish, material, size, and/or configuration. It also includes handmade items.
Please contact us with any questions you may have regarding custom or made-to-order products.
Refunds are only issued in the case of defective or damaged merchandise that we are unable to replace.
Returns should be properly packed and sent at the customer’s expense, to:
ATTN: CLAIM DEPARTMENT
885 Caledonia Road
Shipping and handling charges for shipping your order to you will not be credited or refunded. Please inspect your items immediately upon delivery.
DAMAGED OR DEFECTIVE PRODUCTS
Damage claims must be reported within 24 hours of receipt in order to process a proper claim. This is extremely important if items are not to be installed or used immediately. If you are working with a designer or contractor, please have them inspect items upon their arrival, and not upon installation.
We ask that you inspect the packaging and items immediately upon receipt and indicate on the packaging and/or paperwork from the freight or shipping company that delivered if there is any visible damage. Please contact us within 24 hours of receipt to report damages or defects. Please send us up to 3 digital photos, including one photo of the box that the item was shipped in to email@example.com. Make sure to keep all original packaging material.
We will do our very best to promptly arrange a replacement or return if a claim is reported in this time period. Returned merchandise must arrive back at Shelter within 14 days of delivery. Claims received after 14 days of delivery will not and cannot be processed.
CANCELLATION OF ORDERS AND OUT OF STOCK ITEMSPlease contact us within 24 hours of placing your order should there be an error or need modify it. If the order has already been processed by our order and shipping department or by the manufacturer, it is not possible to cancel or modify the order.
ADDITIONAL INFORMATIONYou are responsible for all shipping costs, and insurance costs if you wish to have your item insured (Please advise us of this at time of order if you would like to have item insured).
If you are having your order shipped to the US or anywhere outside of Canada, please be aware that you are responsible for customs clearance and any brokerage or customs and duty charges that may be incurred. Shelter will not arrange or handle customs brokerage and clearance and will not be responsible for payment of any charges related to this. This is the responsibility of the customer.
Shelter may cancel your order or part of your order if the item is sold out and no longer available – in most instances we will contact you via telephone or e-mail to discuss your order.
In the event of partial orders, Shelter will ship the items in-stock and remove any items out of stock from your order.
All orders will be confirmed with you via e-mail prior to delivery and after we receive your payment and upon shipment of your order.