Is my order secure?
Of course. Our site is designed with technology that encrypts your data, enabling you to shop safely. Please be aware that no electronic data submitted on the internet can be guaranteed to be 100% secure, so we cannot guarantee the complete security of any information we have been sent electronically.
May I order over the phone?
Yes! Please call 604-538-7220 for assistance.
Who should I contact to ask a question about my order?
Please send us an email at email@example.com. We are happy to answer any inquiry about existing orders, shipping and returns Monday to Saturday, 10:00AM to 5:00PM WST.
Which Credit Cards Do You Accept?
We are happy to accept Mastercard, Visa and American Express. Wire transfers are available through contact at firstname.lastname@example.org or call into the retail store at 604-538-7220. Note that if we cannot verify your payment, or if its declined for any reason your purchase is subject to suspension or cancellation until you are able to resolve the issue to Scott Landons satisfaction.
How is sales tax calculated?
The shipping destination is used to calculate the sales tax. The amounts and conditions are specific to different destinations.
Are in-store pricing and online consistent?
Yes, prices are consistent across all channels. To discuss pricing. Please contact the store at email@example.com or call 604-538-7220 for assistance.
When is payment required?
All purchases are required to be paid in full at the time of order.
Which items are returnable?
Unless stated as final sale or non-returnable, goods in original packing within 14 days from order date are eligible for return, exchange or store credit with a valid proof of purchase.
The following items are final sale and are non-returnable, zero cancellation or exchange:
Furniture Lighting Art Vintage Pieces Final Sale Items Items Marked “Non-Returnable” (clearly indicated on the good/ or webpage of the good) Custom orders, select home goods, and any other items designated “final sale” Personalized, or custom-order items Gift cards Items damaged through normal use Shipping Charges
What is the return process?
To begin the return process, please call customer service at 604-538-7220 or send an email to firstname.lastname@example.org. We will provide you with a Return Authorization number. You will need to provide your original order number, the name of the item you would like to return, and the reason for return. When returning a breakable good, carefully package the good so that it will not be damaged during shipping. We are not obligated to accept returns of goods that have been damaged during shipping
We will notify you as soon as we have received and processed your return. Funds may take up to 14 business days from return processing date to appear to your original form of payment.
What is the return shipping charge?
All return shipping charges are to be paid by the customer using the courier service you prefer. Please include the return authorization number with all returns.
What if my item is damaged or defective?
If you receive an item that is damaged or defective, please contact email@example.com immediately. If damage occurred during shipping, we must be made aware of this within 48 hours of delivery in order to initiate the return process. Scott Landon’s sole responsibility in this case is to ship you a replacement item at our cost, or offer a refund at our discretion.
What do I do if I receive an incorrect item?
If you receive an item that is not what you ordered, please contact us immediately at firstname.lastname@example.org . We must be made aware of the situation within 48 hours of delivery in order to initiate the return process. Scott Landon’s sole responsibility in this case is to ship you a replacement item at our cost, or offer a refund at our discretion.
How are gift items returned?
Any items that had a gift receipt provided with purchase are subject to the standard return policy, but are eligible for exchange within 30 days of the original purchase date provided they are in new or unused condition and the gift receipt is provided.
Can I cancel my order?
No, orders are not eligible for cancellation.
Can I order custom pieces?
Yes, we are able to customize items in our collection to fit your needs.
When will I receive my order?
The arrival date of your order is affected by several factors. This includes type of order, the number of items ordered, availability of items, and the delivery method chosen. At the time of ordering, we will provide an estimated delivery date.
What shipping methods do you use?
We use FedEx and Canada Post as our preferred shipping carriers. Other shipping and delivery carriers may be employed depending on the variation of each order. Shipping liability is the sole responsibility of the customer and any issues or damage due to shipping are solely responsible to the courier used.
What if my item requires special delivery?
We will be in contact with you via email if your order requires special shipping methods.
What about international order fees, taxes and duties?
Orders that are shipped internationally are subject to the duties and taxes determined by the country that they are being shipped to. These charges are the responsibility of the recipient to pay when delivery occurs. Any order that is refused at the delivery point incurs shipping charges as well as a restocking fee that is the same as the duties and taxes on the original amount. By law, we are required to list the full value of the items ordered and packaged in each container. We are not able to mark any package as a gift to avoid customs or duty fees. On some occasions, customs may delay delivery and open or examine the orders are their discretion. Please contact your local customs office if you require more information on these matters.
Do multiple item orders ship separately?
We make the effort to ship orders complete. If there is a case where separate shipping is required, we will contact you to make arrangements.
Do I need to be present at the delivery location to accept it?
Yes, you are responsible for being available to accept order delivery upon arrival. If special arrangements are made with the courier, they may refuse to leave the delivery address unless you or another authorized individual are able to sign for the order.
Charges incurred by unsuccessful delivery attempts are not refundable. You are responsible for accepting delivery or arranging a pickup of your order within 30 days of being available. After this 30 day period, a 5% storage charge will be added per month to the cost of any item for up to 6 months.
If there is an issue with delivery or packaging, who do I contact?
Please send us an email at email@example.com if you have any issue with packaging or delivery.
Will my items be assembled when delivered?
Yes , all items are delivered completely assembled with an exception for large items. Any light assembly is to be completed by our white glove residential service provider.
What is the process to schedule a white glove delivery?
A customer service representative will reach out within 2 business days of your order to discuss shipping and delivery.
Can you ship items overseas?
We do offer international shipping but ensure to arrange all international overseas orders by calling 604-538-7220.
Can I ship my order to a different address?
Yes, please provide us with your shipping address and different billing address in the checkout if necessary.
Do you offer gift cards?
No, we do not offer gift certificates.
Is there a trade program available?
No, we do not take trade ins.