SHIPPING IS IN BC ONLY AT THIS TIME. We apologize for any inconvenience.
RETURN POLICY FOR ONLINE ORDERS
If you are not satisfied with your purchase, we will accept your return request within 3 days of receiving your item(s). Some exclusions apply, see below. The original outbound shipping costs will be deducted from your refund. The return shipping is also the responsibility of the customer. Restocking charges of 20% are applicable on returned items. Items must be unopened in original condition and packaging.
We do not accept returns on: Assembled and/or Modified items, Items without original packaging, Custom Made or Special Order Items, Mattresses, Accessories, and Clearance items.
**For Custom or Special Order Items** All Sales are Final, NO refunds or exchanges, NO order cancelations
It is the customer’s responsibility to measure all doorways, hallways, architectural features, and room sizes to ensure the furniture purchased will fit. Orders cannot be returned as a result of the customers miscalculation of measurements. Please measure accurately. *If at the time of delivery the movers are unable to move the items into your home due to the size of hallways, elevator, stairs, doorways, etc. the customer is responsible for the return delivery as well as a minimum 20% restocking fee. If the original packaging is removed and discarded the restocking fee will be 30%
If any item(s) arrive damaged or defective, simply note any damage upon delivery and email pictures of the defective furniture to knockon1@telus.net within 48 hours of receiving items.
Due to the natural characteristics of leather and marble they may have slight variations of color or texture that are not considered defective. Fabrics may also have slight color variations due to dye lots. Colors and textures of fabrics, leathers, and woods may appear slightly different on a computer screen. Lighting in your home can also make the furniture color look different from the website or showroom. These are not considered defects.
CANCELLATION OF ONLINE ORDERS
If you would like to cancel your order, you have within 24 hours following the placement of your order to contact us by email at knockon1@telus.net. You will receive a confirmation email once the cancellation is approved. Your refund will be issued to the original form of payment. Please allow a processing time of 3 to 5 business days for your refund to appear from the date of the confirmation email.
DELIVERY: NOT INCLUDED IN PRICING
We outsource a third party company and the delivery fee is paid at the time of delivery. Delivery services start at $100.00+. When Knock on Wood Furniture Gallery receives your order, they will forward your information to a third party delivery company (Western Logistics) who will then contact you and arrange a delivery date and time with you.
*NOTE – if the movers are unable to fit your item into the elevator but are able to bring it up the stairway this is an additional charge to be determined by the mover and paid by the customer. Pricing will vary.
**NOTE – If hoisting over the balcony is needed it will also be an additional charge to be determined by the mover and paid by the customer. Pricing will vary.
***NOTE – Knock On Wood Furniture will not be held responsible for any damage to furniture or property incurred by the delivery company. All claims to such damage should be addressed directly with Western Logistics
PICK UPS: MUST BE SCHEDULED 24 HOURS IN ADVANCE FROM OUR SURREY LOCATION.
In advance of pick up, it is required to:
1. Call (604-596-5455) at least 24 hours in advance to schedule pickup, this way the warehouse team can have your item ready to go and there will be less of wait time;
2. Ensure your vehicle is free of debris that may damage any product;
3. Measure your vehicles loading space to ensure you have a safe space for your items;
4. Ensure you have an up to date copy of your invoice, our front desk staff can assist you with this.
*NOTE -Any damage incurred after pick up is the sole responsibility of the customer. Please be sure to open and inspect furniture at the time of pick-up.
**NOTE: We do not provide rope, blankets or load straps so please bring proper load securing items as we are not liable for damages once the product leaves the warehouse. Our warehouse is there to bring your item out to your vehicle, they are not there to assist you in loading into your vehicle due to liabilities. If the load seems straightforward and you provide verbal or written consent allowing the team to load your product in your vehicle, you understand that we accept no liability to the inspected product or your vehicle. If this is to be an issue, please bring a friend or relative to help assist you in loading your vehicle.
STORAGE
Any furniture not picked up from our warehouse after two weeks may be subject to a storage fee of a minimum of $75/week *unless alternate plans discussed at the time of sale.
ETA (estimated time of arrival) is purely an estimate. No further discounts or compensation will be given if your ETA is not met.
CUSTOM OR SPECIAL ORDER ITEMS
These items are marked on our website as “Custom Order” or “Special Order”. Once your order of a custom item is confirmed online, we will order that item from the manufacturers warehouse. Custom orders typically take between 8-16 weeks for completion at the manufacturers. Product will ship to you within 7 days after arrival into our warehouse. Once an item has shipped from our warehouse, it will take about 7 – 10 business days to reach your home depending on your location. These are estimated shipping times only, there could be outside delays in production or shipping which are out of our control. We will contact you if there is any delay on your order.
**For Custom or Special Order Items** All Sales are Final, NO refunds or exchanges, NO order cancelations