Shipping & Returns Policy

RETURNS

We accept returns on eligible items only. All return requests must be submitted within 7 days of delivery.
To request a return, please contact: shoppe@westofmaindesign.com before shipping anything back.

  • Return shipping costs are the responsibility of the customer.

  • Items must be unused, in original condition, and in original packaging.

  • Once inspected and approved, refunds are issued within 2-3 business days.

  • Most approved returns are subject to a 25% restocking and/or inspection fee.

  • Returns sent without prior approval will be refused.

Eligible for Return

  • Decor

  • Hardwired/Plug-in lighting (if not installed)

  • Small accessories

Final Sale / Not Eligible for Return

  • Custom or made-to-order items (including furniture and artwork)

  • Bedding, throws, towels, bath products

  • Hardwired lighting (if installed)

  • Rugs (if used)

  • Floor models & as-is items

  • Items showing wear, misuse, or exposure damage (sun, humidity, etc.)

CANCELLATIONS

  • Orders can be cancelled within 24 hours for a full refund.

  • Cancellations requested after 24 hours are subject to a 25% restocking fee.

  • Made-to-order items cannot be cancelled once production has begun (includes most furniture and artwork).

DAMAGED ITEMS

If your item arrives damaged, please notify us within 48 hours of delivery at shoppe@westofmaindesign.com with:

  1. Order number

  2. Clear photos of the product and packaging

  3. Description of the issue

Failure to report damages within this timeframe may void eligibility for replacement.

Note: Variations in natural, vintage, antique, or reclaimed materials are characteristics - not defects - and are not eligible for damage claims.

SHIPPING

We ship across Canada and the mainland United States.

Shipping costs vary based on size, weight, and destination. If a shipping quote does not automatically calculate at checkout, we will follow up with a confirmed rate before fulfilling your order.

DELIVERY OPTIONS

  • Curbside Delivery: Delivered to driveway / entry point.

  • Threshold Delivery: Delivered just inside the main entrance.

  • Room of Choice Delivery: Delivered to the selected room; no assembly or packaging removal.

  • White Glove Delivery (Recommended for Furniture): Delivered, unpacked, assembled, and packaging removed.

You are responsible for inspecting items at time of delivery. If damage is present, note it on the delivery receipt before signing.

LOCAL DELIVERY (Ottawa-Area)

We work on a weekly delivery schedule and group orders together so we can complete multiple deliveries on the same day. This helps us serve more customers efficiently while reducing wait times. Delivery availability may vary depending on the location and specific circumstances.

Our regular delivery times are as follows (subject to change based on case-by-case basis):

  • Main City Area: Monday - Friday, 10 am - 3 pm

  • West-End, East-End, South-End Areas: Monday - Friday, 10 am - 2 pm

Please reach out to us to get a quote for Local deliveries.

IN-STORE PICKUP (Ottawa)

Free pickup at our showroom / warehouse. We can hold orders for up to 4 weeks. After that, storage fees of 1% of order value per month may apply.

CUSTOM & MADE-TO-ORDER PIECES

Custom and made-to-order furniture and artwork are considered final sale. Lead times vary (for most pieces, production time is around 4 weeks + 3-5 weeks for delivery) please contact us for current estimates.

US CUSTOMERS – IMPORT FEES & BORDER REQUIREMENTS

Please note that as of August 29, U.S. shipments may require an Importer Identity Form before release.
Because many vintage and furniture items may be manufactured in China, India, Indonesia, or other countries, U.S. import tariffs may apply. These charges:

  • Are determined by U.S. Customs

  • Vary by product type and tariff category

  • Are billed directly by the carrier after customs clearance

  • Cannot be estimated in advance, as tariff rates change frequently

Rejected shipments due to unpaid duties or documentation issues will be returned at the customer’s expense.

BEFORE YOU ORDER – MEASUREMENTS

Please ensure the item(s) will fit through entryways, stairwells, elevators, and hallways. If a piece does not fit upon delivery, it is subject to the standard return policy and delivery fees are non-refundable.