Shipping and Returns
LJ Design Co. will only accept returns on eligible items indicated below. Please carefully review the list below to ensure your item qualifies before requesting a return. We ask that all requests for returns are brought to our attention within 7 days of receiving the product. Please reach out to our customer service associates for approval of your return and to initiate the return process.
Shipping costs to send an item back to our store warehouse will be the responsibility of the buyer. Once products have been received back at our location, they will be inspected to ensure they are unused and in their original condition and packaging.
Items that ARE eligible for returns:
- Small accessories
Items that are NOT eligible for returns:
- Custom or made-to-order items, including artwork and furniture
- Medium/large furniture items (dining tables, dining chairs, armchairs, sofas, cabinets, sideboards, nightstands, beds and any other items over 20 lbs)
- Hardwired lighting
- Floor model and as-is items
- Items damaged through normal wear, such as sun exposure, humidity, or other natural factors
Accepted refunds will be issued in the original form of tender once all items have been received and inspected and should show on your account within 5-7 business days.
Gift receipts will be refunded in the form of store credit.
Shipping and delivery fees are non-refundable.
LJ Design Co., in its sole and absolute discretion, may charge a 25% restocking fee and/or damage fee that will be charged to the client. Please ensure the item has been packaged carefully and correctly for shipping.
Do not ship items back to our studio or warehouse without pre-approval from an associate of the LJ Design Co. team, as we will need to review returns on a case-by-case basis. We can not accept returns on all items due to cost and space reasons.
If the item is damaged during the return transit, our team will evaluate and refund an appropriate amount based on its condition. A Damage Fee starting at 25% of the purchase price will apply. Please note if the item is considered unsalvageable, we may not be able to provide any refund.
Online orders can be canceled within 24 hours for no charge. A cancellation request after 24 - 48 hours incurs a 25% restocking fee to the client. After 48 hours, orders cannot be canceled and are subject to the final sale policy.
Items eligible for return or exchange: Items that arrive damaged if notified within 48 hours of delivery or pick-up.
We do not honour prices for previously placed orders, purchases made in our shop, POS purchases, or backordered items.
CANCELLATION OF A BACKORDERED ITEM
We do our best to feature in stock items, but at this time we are unable to guarantee stock availability. If you purchase an item that is out of stock or backordered, we will contact you with an estimated restock date. Backordered items can be canceled within 48 hours of contact from our team about estimated restock date. If the date isn't to your liking we will reimburse you 100% and/or suggest a similar in stock item. Please contact us for stock inventory and specific lead times prior to placing your order if needed. Please note, if you cancel your backordered item in order to process a new order at a promotional price, your originally ordered piece will no longer be reserved. It is more than likely that your new order will be fulfilled at a later date than your original order.
This does not apply to any custom or made-to-order pieces.
We ship across Canada.
If you are shipping to a remote or rural location, please be advised there may be additional delivery fees and all shipping types may not be available. We will contact you with a quote after your order is placed. Feel free to reach out prior to placing your order should you have any questions or concerns.
With curbside delivery, your order can be delivered to a main entrance, garage or driveway and will be left in its original packaging. The delivery person will NOT enter your home or assemble furniture. If you live in an apartment or condo building, it would be brought to the main entrance of the lobby (assuming that nearby access is possible for the vehicle). Please ensure that you are able to bring your items beyond the threshold drop off spot yourself. If you feel that you may be unable to manage bringing in your items yourself, please consider upgrading to white glove delivery prior to placing your order.
Small and medium sized Items are shipped via Courier (Purolator, UPS, Fedex or Canada Post).
Larger and oversized items typically ship with a third party freight carrier and/or delivery company. Carrier or delivery will depend on location.
Please be aware that all items will come in their packaging/boxes and for some items, some assembly may be required.
Please use the order note section during checkout to specify unique situations the delivery company may encounter during delivery. Truck access, one way street, etc.
IN - STORE PICKUP
We offer free in-store pick up with in 7 days of purchase from our Sarnia studio or warehouse. Please note this option is currently only available to local Sarnia customers. We will contact you once your order has been received and is ready for pickup. In store pick up is by appointment only. You can contact firstname.lastname@example.org to arrange a pick up time after we have confirmed that your order is ready for pick up.
Please note: that LJ Design Co. is a small local business with limited warehouse storage available. We are happy to hold onto your order for a few days, however, please do attempt to pick up your complete order as soon as possible after purchasing and being alerted to its arrival at our warehouse.
Should you NOT pick up your order in a timely manner, after 6 weeks, we will be forced to resell this item to recoup our costs for storage and administration fees.
CUSTOM, SPECIAL ORDER & MADE TO ORDER ITEMS
Many of our large furniture pieces and artwork are custom/made to order. You’ll be contacted within 48hrs of placing your order with an approximate timeframe. This is based on stock availability, distribution and shipping.
Once your item has shipped you'll receive a tracking number to follow the package. Orders with multiple items may have more than one tracking number with varying arrival dates.
For white glove deliveries, once the item is ready for delivery, you will be contacted to set up delivery to your home.
IN STOCK & WAREHOUSE ITEMS
If in stock at our warehouse, most pieces ship within 2-4 weeks of order receipt, unless otherwise specified. We strive to have all in stock items shipped as quickly as possible. Please feel free to contact us if you’d like to know if an item you’re interested in is in stock.
BEFORE YOU ORDER
Please measure every entryway into your home and into the desired room. It is your responsibility to make sure the item(s) will fit into your space. This is especially important when ordering furniture, and fixtures as these items tend to be the hardest to get into one’s home.
If you live in an apartment building please also measure your elevator and staircases.
If items do not fit into your home, we do not refund delivery and the item(s) are bound by the specific item’s return policy.
RATES & SERVICE
Our shipping costs are calculated by size, shape, weight and distance of shipping address. Your shipping fee should be added to your cart at checkout after a postal code is entered.
WHITE GLOVE DELIVERY
We recommend (if available in your area) all larger furniture pieces be delivered with our White Glove delivery service providers. If you've selected White Glove as your shipping method, they will unpack each it and place it in your room of choice. Full assembly and removal of all packaging from the property is also available.
Once you receive your piece, you are responsible for inspecting the item and pointing out any damages you find before signing the docket. Before the White Glove representative leaves your location, they will require a signature confirming that you acknowledge there was no damage to your order. If there is damage, please note any specific impairments on the Proof of Delivery form before signing. If signed without note of damages, LJ Design Co. will not be responsible for any damage or imperfections you may find, and will not provide any compensation.
Please note: White Glove delivery does not include removal or moving of existing furniture, mounting art, removal or hanging lighting or mirrors, connection of any electrical items, or make any other types of modifications to your home.
For all White Glove delivery, a DEPOSIT will be charged at time of checkout. Once your order has been placed, we will contact you via email with the final White Glove shipping options and total cost. To ensure a safe and quick delivery, be sure to follow the below:
- Clear or move any existing furniture that may block entrances, doorways, and staircases
- Ensure your rugs are set in place
- Remove any frames or artwork from walls that may be susceptible to damage
- Secure any low-hanging light fixtures
- Remove any doors that may be necessary
- Place any pets in another room of your home
If you live in a building that requires the use of an elevator, be sure to book its use in advance. Please measure the opening and height of the elevator door to ensure pieces will fit.
During the winter season, please clear all driveways and walkways of snow and ice to ensure the safety of our delivery team and the security of your products.
Please use the order note section during checkout to specify unique situations the delivery company may encounter during delivery. Elevator, steep driveway, rural location etc.
Please note that natural and organic materials, such as our beautiful wooden pieces, are subject to variations and imperfections that add texture and layers to the story of the piece. These variations can occur during the manufacturing process, or while in your home as they adjust to the temperature and humidity of your space and climate. These variations are not considered defects and, therefore, are not classified as items eligible for return or damage claims.
When submitting a request to have your item considered for a damage claim, please remember to be kind and courteous to our customer service representatives. They want to ensure you have a positive customer service experience, so please treat them kindly and with respect!
Damages to the merchandise while in transit or defects in manufacturing are rare but occasionally do happen. If your product arrives damaged, please email us at email@example.com within 48 hours of delivery with a detailed and clear description of the damages in question, include your order number, shoot and attach multiple clear, in-focus photos of the damaged product and any damages to the original packaging, including the box in which it arrived. Please take multiple in-focus, close ups and wide-angled, full product photos in order for us to easily and clearly reference the damages reported. If we do not receive the required information / images we will have to deny your claim.
Please fully inspect your furniture at the time of delivery and communicate any damage or defect to our customer experience team within 48 hours of order receipt, so that we may file a damage claim with our manufacturer and include it in your delivery documents.
If you refuse your furniture, artwork, lighting, rug, and/or mirror delivery due to damage or manufacturing defect, the piece will be brought back to the local delivery terminal. We will then review and evaluate the condition of the piece. Please note, the claims process for damaged furniture, artwork, lighting, rugs, and mirrors can take Several weeks to finalize. Our team will work diligently to have a replacement issued and shipped as soon as possible. Kindly note, replacements can only be for the same piece and are subject to availability.
Delays in shipment or delivery can be caused due to holidays, busy seasons, inclement weather or various other reasons. These delays are out of our control and can push the delivery window past the ETA or lead time given at the time of ordering. We ask for your patience during these times as we do our best to ensure all items get to our customers as quickly as possible!