SHIPPING & DELIVERY*Due to COVID-19, temporary changes have been made to our shipping and delivery policy. To help ensure the safety of customers and delivery teams, All Home deliveries are contactless and will be left on the doorstep. Under no circumstance can the order be brought into your home by the delivery personnel. For more information, please consult our FAQ page.
You will receive an email confirmation when your items are placed on our system. You will also receive an SMS notification once your order is ready for pick-up at the warehouse. Warehouse pick-up orders may take up to 4 hours to Process. Our office hours is: Monday to Friday 10am-5 Pm, please pick-up your items in this time period. The original receipt or e-mail receipt is required at the time of pick-up.
Please ensure the vehicle used for the pick-up will accommodate the merchandise in its original packaging. The product warranty applies on merchandise leaving the Homebelongs in its original packaging. HomeBelongs personnel is not responsible for carrying the merchandise out of the warehouse nor loading it into your vehicle. Homebelongs cannot be held responsible for merchandise that cannot be loaded into your vehicle due to the weight and/or dimensions of the merchandise. Orders that are not picked up within 14 days of becoming available for pick-up will be cancelled and refunded.
Furniture Return/Refund SHIPPING
If your return is accepted, customers are responsible for applicable delivery fees for the return or exchange of a furniture, unless the furniture has a manufacturing defect. Customers are responsible for bringing back return furniture to HomeBelongs warehouse for the return or refund. A restocking fee will apply, starting at 25% of the purchase price, for any items not returned in good condition , with original package or outside the stated time frame. Returns or exchanges do not apply on furniture that are abused, stained, soiled or otherwise unsanitary. Items sent back to us without first requesting a return will not be accepted.
FEDEX, Purolator, canpar STANDARD GROUND & CANADA POST
Orders shipped via FedEx, Purolator, Canpar or Canada Post are delivered Monday through Friday, between 8am and 5pm. Please note that a signature may be required upon reception of the order.
IN-HOME DELIVERY SERVICE
Larger items or orders containing multiple items are delivered through our local in-home delivery service, offered at a flat rate, based on your delivery address. Once your order is ready to ship, you will be contacted to schedule a delivery date. All orders that are ready to ship must be delivered within 30 days of becoming available. In light of current events, if you require that delivery occurs more than 30 days after the order becomes available to ship, please contact our customer service team via email or live chat to select an ulterior delivery date. The transportation company will confirm a delivery window between 7am and 10pm one day prior to the delivery date. Orders shipping outside the provinces of Quebec and Ontario may take up to 14 business days to arrive at the transporter’s facility. Once the transporter receives your merchandise, they will confirm a delivery date and window.
IN-HOME DELIVERY POLICY
Orders must be scheduled for delivery within 30 days of becoming available to ship. Each delivery is on a single address basis and an adult must be present to accept the delivery.
The transporter will confirm a non-negotiable delivery window, between 7am and 10pm, one day prior to the scheduled delivery date. For in-home deliveries outside the provinces of Quebec and Ontario, the delivery date and window will be confirmed by the transporter once they receive your merchandise. HomeBelongs cannot be held responsible if the transporter is unable to respect the provided window due to unpredictable circumstances.
Many of the items will be delivered ready-to-assemble. Delivery personnel will not inspect, unpack or assemble products nor remove debris. Old items will not be moved or disposed off. In the event that the elevators are not available or nonexistent, the delivery personnel will deliver up to a maximum of two (2) flights of stairs. The customer must allow and ensure safe access to the site for the delivery personnel and transportation vehicle (including an appropriate parking area). All obstacles and walkways must be cleared before delivery. The responsibility is incumbent on the customer to measure all doorways, hallways and stairwells. Upon delivery, there will be no alterations to any doors, trims, moldings or light fixtures to accommodate passage of the products. Should the merchandise not fit through the passage, the delivery charge will not be refunded and a return fee may be charged. The delivery personnel will not remove their safety boots. Please ensure to protect your floors for the delivery.
INSPECTING YOUR DELIVERY
Upon receipt of your order, please ensure that you have received all the items purchased. It is recommended that you review your packing list before the delivery personnel leaves and advise them of any discrepancies.
Please indicate on your packing list any occurrence during the delivery and contact us: email@example.com or Live chat as soon as possible. The transporter will not accept responsibility for any damages which have not been indicated on the packing list. If you find any damage on your merchandise, keep all contents and their original outer and inner packaging. Please contact us via email or Live chat immediately following your delivery to ensure that proper action is taken.
Our products carry a one-year warranty covering manufacturing defects. The warranty applies only to a household use of our products. The warranty does not cover regular wear and tear, discoloration due to exposure to light, misuse, shrinkage or pilling of materials, or abusive wear.
MODIFYING/RESCHEDULING/CANCELLING YOUR DELIVERY
Your order, shipping address and contact information cannot be modified within three (3) business days of the scheduled shipping date and/or once your order is in transit. Additional fees may apply for any modifications made to the order during this period.
Should you be unavailable for the scheduled delivery, another delivery fee may be charged for rescheduling or cancelling the order within three (3) business days of the scheduled shipping date and/or while the merchandise is in transit.
Our Return, Refund&Exchange Policy
We have a 72-Hours return policy, which means you have 72-hours after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, customers are responsible for applicable delivery fees for the return or exchange of a furniture, unless the furniture has a manufacturing defect. All items will be inspected upon return. A restocking fee will apply, starting at 25% of the purchase price, for any items not returned in good condition, with original package or outside the stated time frame. Returns or exchanges do not apply on furniture that are abused, stained, soiled or otherwise unsanitary. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new same items.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Stock Furniture Returns/Exchanges
Payment is required in full for in-stock items. For out-of-stock items, we require a 50% deposit to reserve incoming stock and full payment of the balance prior to scheduling delivery (or pickup of eligible items). You may cancel your Stock order at any time prior to delivery or pickup for a full refund.
If you are not satisfied with your Stock furniture, you must contact us within 7 days of your delivery or pickup to arrange a return. The item must be returned within 30 days of delivery or pickup.
All items will be inspected upon return. A restocking fee will apply, starting at 25% of the purchase price, for any items not returned in good condition, with original package or outside the stated time frame.
Proof of purchase is required to issue an appropriate exchange, credit or refund, as well as any taxes due to be refunded in accordance with applicable state law. Refunds will be issued in the Original Form of Tender (cash refunds are limited to CAD 100 in store with any balance refunded as a check by mail). For your convenience, we will accept the following as proof of your purchase:
Original Paper Receipt
Original Packing Slip
Gift Packing Slip
Gift Registry Number (in-store only)
We can also verify proof of purchase by looking up your original receipt using your major credit card used at the time of purchase, or the email address used to receive an eReceipt.