Customer service
Product Information
We are available to answer your questions Monday through Friday from 8:30am to 4:30pm (EST except for holidays) by calling 1-800-563-1458 or email us anytime by clicking here.
Ordering
Create an account to place an order. An email is sent confirming orders. Lead-time varies by product and once your order is ready another email is sent with shipping details. Depending Should you decide at that point to change or cancel your order any payment or over payment will be promptly refunded to you.
Payment
Shopify payment services are used for a secure checkout process. You will have a choice of payment options which only Shopify retains the details of. Or choose Affirm at checkout to take advantage of financing options.
Shipping & Delivery
Orders totaling over $599.99 are shipped anywhere else in Canada (tractor-trailer accessible) free!
Orders totaling from $300.00 to $599.99 are shipped anywhere else in Canada (tractor-trailer accessible) for $100.00
Orders totaling from $100.00 to $299.99 are shipped anywhere else in Canada (tractor-trailer accessible) for $60.00
Orders totaling from $50.00 to $99.99 are shipped anywhere else in Canada for $30.00
Under $50 your order is shipped anywhere else in Canada for $15.00
Finish samples include FREE shipping and a $100 order discount!
Lead-time to manufacture our furniture is noted in the email confirming your order. Shipping (or transit) time can add one to three weeks depending on the ship to location.
(Replacement hardware for things like bed bolts or bunk bed pins are shipped in 1-2 business days.)
1. Furniture is shipped by 3rd party to your curbside. Inside delivery is at the discretion of the shipping company (beyond our control). Unpacking or assembly are not available.
2. You will be contacted prior to delivery by the shipping company to confirm that you (or your responsible designate) will be at home to receive your shipment.
3. It is your responsibility to inspect the box or boxes for any damage prior to accepting and signing for your shipment.
4. Note any damage on the delivery paperwork prior to signing for the shipment and refuse the shipment if any boxes are punctured or crushed and you are not able to confirm that the furniture inside is not damaged.
Shipping is unavailable to: Newfoundland & Labrador, Northwest Territories, Nunavut and the Yukon and outside of Canada.
Returns & Replacements
Returns are accepted within 7 days of delivery for a full refund less the shipping cost to return the item(s), subject to the following conditions:
1. Product must be in as-new condition and returned in the original packaging.
2. Products with a fabric choice are custom made, just for you, and will incur a minimum 25% restocking fee.
3. Returns as a result of an error by Crate Designs furniture will be fully refunded.
4. Contact us for help to guide you through the return shipping procedure.
5. Refunds are processed after the product is received at our factory.
Our Guarantee
We guarantee that our furniture will have gaps and cracks, but will not fall apart for as long as you own it! Shipping charges for any necessary replacement parts are included during your first year of ownership.
Foam, fabric and mechanisms (non-wood parts) are guaranteed against faulty workmanship for a period of one year from the date of delivery. As most mills do not guarantee their fabric we will not be held responsible for wear or fading of our products’ fabric. Mattress warranties vary by model. View individual mattresses for warranty information. This guarantee is limited to the original purchaser and is also limited to furniture used indoors under normal residential conditions only. Your invoice is your proof of purchase.
Commercial warranty terms:
Crate Designs Ltd. warrants its wood, fabric and foam products to be free from defects in material and workmanship for a period of one (1) year from the date of delivery.
This warranty is made by Crate Designs to the original purchaser. This warranty is limited to repair or replacement, at Crate Designs option, of products, which when used under normal conditions prove to be defective within the period stated above. This warranty does not apply to any product which must be replaced because of negligence, abuse, accident, or which has been altered or modified by someone other than Crate Designs or its authorized representative.
Crate Designs Ltd. liability with respect to its products does not exceed that expressly set forth above. Under no circumstances shall Crate Designs Ltd. be liable for incidental or consequential damage.