COVID - 19 SHIPPING UPDATE

An Update from West of Main

As a small business, we want to thank you all for your continued support. We’ve all experienced the weight of Covid-19 in our lives and our business is no exception. With the volume of orders experienced industry wide, many supply chain and shipping discrepancies have arisen. We’re facing extended shipping timelines on many of our products. The process from when your order is placed to when it is shipped is a lengthy system and we hope that shedding light on it will bring understanding and patience. 

Shipping

Carrier shipping constraints we’re all facing in this industry has extended shipping timelines on many items of up to 14-18 business days.  Additionally, since we do not warehouse all our items, pre-order items are also subject to further processing lead times, so please refer to the individual product pages for the most up-to-date information. The dates presented for those products are estimates only, and are subject to change as we encounter delays. Some pre-order items have additional processing lead times once the items become in stock, and may not ship immediately.

After your order is processed, you will receive an email containing a tracking number and confirming that your package has been sent. Once items are in transit, they may take an additional 2-4 weeks for the item to make it to your home. After the item reaches your local area, the delivery company will contact you via phone, email or text to schedule a delivery date and time that works for you. Some items will require a signature to complete the delivery. 

If you have any additional questions please do not hesitate to reach out. Our customer support team is working hard to respond to all inquiries as quickly as possible. We are constantly in search of new solutions and to create a better customer experience moving forward. We will continue to work to answer your inquiries, and work to get your order to you as soon as possible. Thank you again for supporting West of Main and being a part of our growing community.

SHIPPING 

WHERE WE SHIP

We ship across Canada and the mainland USA!

If you are shipping to a remote or rural location, 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 should you have any questions or concerns. 

RATES & SERVICE

Our shipping costs are calculated by weight and shipping address. Your shipping fee will be added to your cart at checkout after a postal or zip code is entered. 

Transit times vary depending on product and location. Transit typically takes 2-4 weeks. This timeframe includes hub transfers, sorting, and inspections. Please refer to the estimated shipping time frame noted on the product page for each piece. Once shipped, carrier tracking information will be provided. 

US CUSTOMS & DUTIES 

Customers are responsible for all import taxes, duties, carrier fees and custom declarations. You will be contacted prior to delivery to complete any necessary payments.  Any rejected orders due to custom and duties will be shipped back to our warehouse and be refunded in the form of a store credit. The amount refunded will be the original amount less handling fee charges and less a 25% restocking fee. The refund will be processed within 2-4 weeks after receiving the pieces.

CURBSIDE DELIVERY 

Curbside delivery is delivered by a third-party freight company and will be adhering to all Covid-19 safety standards. This means your order can be delivered to a main entrance, garage or driveway. 

IN - STORE PICKUP

We offer free local pick up from our Ottawa showroom and warehouse. Please note this option is currently only available to local Ottawa customers. We will contact you once your order has been received and is ready for pickup. 

WHITE GLOVE DELIVERY

• 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.

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.

CUSTOM & MADE TO ORDER ITEMS

Many of our large furniture pieces and artwork are custom/made to order. Made to order and custom pieces have a production lead time of 8-10 weeks unless otherwise specified on the product page. Once completed, these pieces usually ship within 2-4 weeks.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 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.

For tips on how to measure, click here 

DELIVERY DELAYS

Our team strives to update our customers with the latest estimated shipping time frames and stocking details. Due to the high demand of our products and in the event of unforeseen delays with production, the estimated lead time is subject to change. Should this occur, you will be notified of changes to the item(s) in your order. Please note that lead times do not include shipping times. 

We ask for your patience and understanding and know we are working very hard to get your order fulfilled and shipped to you as soon as possible. You’re welcome to contact us to check on your order once the shipping window provided at the time of ordering has passed. 

RETURNS

We understand ordering online can be tough especially when purchasing investment pieces. To ensure you’re making the right choice, we have a team of customer service and design specialists ready to answer your questions and help reassure you in your selections.

Always know that we are here to help make your shopping experience seamless. If you have any questions or concerns before you make a purchase, we offer complimentary virtual and private showroom consultations. Our team of experts can assist you with options and provide confirmation before you make a big purchase. We can even help you with styling and suggestions for pieces down the road to elevate your interior space. 

Click here to book your virtual consultation. 

Click here to book your private consultation. 

GENERAL 

Our team has handpicked all our products because we love them, and we hope you do too. If for any reason your purchase doesn’t work out we will happily refund or exchange small decor items (courier shipped or purchased in the showroom) for a refund of the merchandise total within 7 days of delivery.

All you need to do is ship the item back to us or return it to our Ottawa location. Shipping costs will be the responsibility of the buyer. Once products have been received back at our warehouse, they will be inspected to ensure they are in original condition, and packaging. Products are to be unused. Your refunds will be processed to the original method of payment or store credit within 5-7 days from the date of receipt.

We do not accept return of any large items including sofas, arm chairs, coffee tables, console tables, lighting, art, bookshelves, sideboards, media units, dining tables, counter stools, rugs, pottery, books, candles, dinnerware, sunglasses, and bedding. Gift Cards, Sale, Clearance, and custom order items are final sale. 

CANCELLATIONS 

Online orders can be canceled within 24 hours for no charge. Between 24 - 48 hours a 25% restocking fee will be charged. After 48 hours online orders can not 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.

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 when we have our promotional periods to purchase your items.

Cancellation of a Backorder Item

Backordered items can only be cancelled within 3 days of placing the original order. 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 later than your original order.

DAMAGES

If your product arrives damaged, please email us at shoppe@westofmaindesign.com within 48 hours of delivery or pick-up with your order number, several clear photos of the damaged product and any damages to the original packaging, including the box it arrived in.

Damages to the merchandise while in transit, or defects in manufacturing are rare, but occasionally do happen. Should your piece arrive with a defect or damage we will do our very best to have a replacement shipped out to you as soon as possible. 

Please fully inspect your furniture at the time of delivery and note any damage or defect to our customer experience team within 48 hours of receipt, so that we may file a claim and include it in your delivery documents.

If you refuse your furniture, artwork, lighting, rug, and 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 2-3 weeks to finalize and issue a replacement. Our team will work hard to have a replacement issued and shipped as soon as possible.