RETURNS 

Returning your Item

We only accept returns on eligible items indicated below. Please carefully check the list below to ensure your item qualifies before reaching out for 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.

shoppe@westofmaindesign.com

Shipping costs to send the item back to our store warehouse will be the responsibility of the customer. Once products have been received back at our warehouse, they will be inspected to ensure they are in their original condition and packaging. Products are to be unused. Refunds will only be processed within 7 days from the date of receipt.

In most cases, a 25% restocking fee and/or damage fee 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 store warehouse without pre-approval, as we will need to review returns on a case-by-case basis. We do not accept returns due to cost and space reasons.

Items Eligible for Return:

• Decor 
• Plug-in lighting purchased in-store
• Small accessories

Items Ineligible for Return:

• Custom or made-to-order items, including artwork and furniture
• Mattresses 
• Bedding (including throws), towels, and bath products (for sanitary reasons)
• Hardwired lighting - if installed
• Rugs - if used
• Floor model and as-is items
• Items damaged through normal wear, such as sun exposure, humidity, or other natural factors

CANCELLATIONS

Online orders can be canceled within 24 hours and will be issued a full refund. A cancellation request after 24 incurs a 25% restocking fee to the client..

Items eligible for return or exchange: Items that arrive damaged if notified within 48 hours of delivery or pick-up.

Price Honouring

We do not honour prices for previously placed orders, purchases made in our shop, POS purchases, or backordered items. You are more than welcome to wait until our promotional periods to purchase your items.

Cancellation of a Backordered Item

This does not apply to any made-to-order pieces. Please contact us if you would like to cancel an order. Kindly 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.

SHIPPING

WHERE WE SHIP

We ship across Canada and the mainland USA!

If you are shipping to a remote or rural location, or you have been charged a shipping estimate, please be advised there may be additional delivery fees. We will contact you with a quote after your order is placed. Feel free to reach out prior to placing your order to get a shipping quote to your address. Our team will create a draft order and send you an invoice.

OUR SHIPPING PARTNERSHIP WITH ROUTE

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.

Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.

If you experienced an issue with your order, please file a claim with Route’s team here.

Please note that Route Package Protection is not a shipping fee.

CURBSIDE DELIVERY 

Curbside delivery is delivered by a third-party freight company or local delivery company for Ottawa deliveries. This means your order can be delivered to a main entrance, garage or driveway. 

THRESHOLD  DELIVERY 

Threshold delivery is delivered by a third-party freight company or local delivery company for Ottawa deliveries. This means your order will be brought into the main entrance of your house.

ROOM OF CHOICE (ROC) DELIVERY 

Room of Choice delivery is delivered by a third-party freight company or local delivery company for Ottawa deliveries. This means your order will be brought into the room of choice, but there will be no assembly or garbage removal.

CURBSIDE / WHITE GLOVE SHIPPING DEPOSIT

For all Curbside and White Glove deliveries, a DEPOSIT will be charged at time of checkout. Once your order has been placed, we will contact you via email with the final Curbside or White Glove shipping cost.

It is recommended that 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 item, place it in your room of choice, provide assembly, and remove all packaging from the property. White Glove shipping provides the highest peace of mind for your furniture investment.

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 Curbside Delivery Drive or 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, West of Main will not be responsible for any damage or imperfections you may find, and will not provide any compensation.

Kindly note, White Glove delivery is unable to remove or move existing furniture, mount art, remove or hang lighting or mirrors, connect any electrical items, or make any other modifications to your home.

 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 obstruct furniture from being brought in
• 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.

For tips on how to measure, click here.

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.

IN - STORE PICKUP

We offer free in-store pick up within 7 days of purchase from our Ottawa showroom and warehouse. We will contact you once your order has been received and is ready for pickup. 

***Kindly note that West of Main is a small local business with limited warehouse storage available. We are happy to hold onto your order for two weeks after the order date, after which storage fees may apply.

***Should you NOT pick up your order within four weeks, we will be forced to resell this item to recoup our costs for storage and administration fees.

CUSTOM & MADE TO ORDER ITEMS

Many of our large furniture pieces and artwork are custom/made to order. For estimated shipping timelines please contact our team. Due to their custom nature , all made to order pieces are final sale.

IN STOCK & WAREHOUSE ITEMS

If in stock at our warehouse, most pieces ship within 1-2 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.

For tips on how to measure, click here 

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 or zip code is entered. There should ALWAYS be a shipping cost for each order. If there is no shipping fee added at your checkout session, our team will contact you with the proper price to ship your order to you. There is a cost to the customer for shipping for ALL orders.

All shipping rates provided at time of checkout are ESTIMATES and are subject to change at West of Main’s discretion. Shipping rates change daily and we, as a local business, are committed to providing you the best possible rates. 

US CUSTOMS & DUTIES

Customers are responsible for all import taxes, duties, carrier fees, and custom declarations. You will be contacted prior to or on delivery to complete any necessary payments. Any rejected orders due to customs and duties will be shipped back to our warehouse at your expense and may be refunded in the form of a store credit. If there is a refund amount, the refund will be the original amount, minus the return shipping, duties, and brokerage, and a 25% restocking fee. If applicable, a refund will be processed within 5 business days once we have received the pieces back at our warehouse.

DAMAGES

***Kindly note that natural and organic materials, such as our beautiful antique or vintage 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 shoppe@westofmaindesign.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 takes 3-5 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.