SHIPPING & RETURNS POLICY
thorpeconcepts.com
SHIPPING
WHERE WE SHIP
We are pleased to offer free shipping across Canada and the mainland USA!
Some locations may require additional shipping costs. If you wish to ship to a remote or rural location, please contact us for a quote.
RATES & SERVICE
Delivery typically takes 4-6 weeks for products that are in stock. Delivery times vary depending on the product and your location so please reach out to our customer service team for an accurate estimate.
CUSTOM & MADE TO ORDER ITEMS
Many of our products are custom/made to order, such as custom hang height lighting. Made to order/custom items have a production lead time of 8-10 weeks unless otherwise specified on the product page. Once completed, these items usually ship within 2-4 weeks. Due to their custom nature, all made to order items are final sale.
CUSTOMS & DUTIES
For those ordering within Canada, all import taxes, duties, carrier fees and custom declarations are included in the price listed. For those customers ordering in the United States, some products may be subject to additional duty or import fees. Customers are responsible for all additional import charges. You may 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. 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 we receive the item(s).
BEFORE YOU ORDER
It is your responsibility to make sure the item(s) ordered will fit into your space. Please measure every entryway into your home and into the desired room (including elevators and staircases, if applicable) prior to ordering. 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.
DELIVERY DELAYS
We strive to update our customers with the latest estimated shipping time frames and stocking details; however, 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. Our team of experts can assist you with options and provide confirmation before you make a big purchase.
Should you desire to return an item after receiving it you must do so within 14 days of receiving your item. Customers will be responsible for return shipping costs and the return will be subject to a 25% restocking fee. We remind you, however, that all made to order/custom items are final sale.
CANCELLATIONS
Online orders can be canceled within 24 hours of placing the order for no charge. Orders cancelled between 24 – 48 hours of placing the order will be subject to a 25% restocking fee. Online orders cannot be canceled after 48 hours from placing the order. Backordered items can only be cancelled within 3 days of placing the original order. The above, however, does not apply to any made to order/custom items, the orders for which cannot be cancelled after placing the order. 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 item will no longer be reserved. It is more than likely that your new order will be fulfilled later than your original order.
We do not honour prices for previously placed orders, online purchases, or backordered items. You are more than welcome to wait for when we have our promotional periods to purchase your items.
DAMAGES
If your product arrives damaged, please email us at [email protected] 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 item 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 item at the time of delivery and note any damage or defect to our customer service team within 48 hours of receipt, so that we may file a claim and include it in your delivery documents.
If you refuse your delivery due to damage or manufacturing defect, the item will be brought back to the local delivery terminal. We will then review and evaluate the condition of the item. Please note, the claims process for damaged items 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.
