We're happy to help!
Email us: firstname.lastname@example.org or call us toll free 1-855-737-4671
At this time, we only ship within Canada. We are happy to quote shipping outside of Canada. Please reach out to email@example.com
Shipping costs are determined at checkout. Orders with multiple items may have different arrival dates.
Each item and manufacturers have specific shipping lead times. We will contact you after your order is placed to give you an estimated delivery date.
Our shop is curated with furniture from around the world and we do have limitations on returns for cost, space and sustainability reasons. Please read through the product description and note in-stock lead times. Triple check your measurements and let us know if you have questions prior to making your purchase.
Most of our items ship directly from the manufacturer, to you. Orders with multiple items may have different arrival dates. Most items in-store ship within 5-10 business days. Each item and manufacturers have specific shipping lead times. Once you place an order we'll contact you within 48hrs to give you an approximate lead-time. Once your item is shipped you'll receive a tracking number where you'll be able to track the package and know its exact delivery date. Orders with multiple items may have multiple tracking numbers and different arrival dates.
Items are shipped via Courier (Purolator, UPS, Fedex or Canada Post). Some of our larger items are considered oversize and will be shipped with a freight carrier. You will be contacted one to two days in advance to schedule a Monday through Friday curb-side delivery appointment. Please note furniture deliveries are curb-side only. Meaning the delivery person does not enter the home or assemble the furniture. White glove service may be requested in certain areas at an extra cost.
Some of our larger items are considered oversize and may be shipped with a freight carrier. Please note STANDARD DELIVERY IS DOOR STEP ONLY. Meaning the delivery men do not enter the home or assemble the furniture. If you live in a building it would be brought into the lobby and no further. Other than beds and dining tables, most of our larger furniture pieces come fully assembled. Please ensure you are comfortable bringing it to its desired destination in your home and that it will fit through all your entry points. Please contact us to upgrade to White Glove Delivery if you feel you are unable to. White glove service is available in most areas and includes unpacking, minor assembly and garbage removal. Additional charges may apply for rural locations, buildings or or any other complex deliveries. Please contact us with any questions.
Please note if your delivery is going to a beautiful lakeside cottage, picturesque country cabin or any lovely rural location you may be subject to additional shipping charges. We will gather a quote and send it your way after placing your order.
We do have limitations on returns so we encourage you to reach out to us with any questions to firstname.lastname@example.org prior to making your purchase so we can help ensure you have all the info you need. Please read more about what you can and can't return.
You may return an item for a refund of the merchandise total within 10 days of delivery; all you need to do is ship the item back to us or return it to our Fredericton location. The product will be inspected and refunded in full; we will retain the shipping cost. Please review return shipping for more details.
Due to sanitary concerns, currently we do not accept returns or exchanges of the following items: Bedding (duvet covers, sheet sets, pillows cases, etc.), Towels (face, hand, bath, Turkish, etc.), Bath Products (soaps, lotions, oils, bath salts, etc.), and Clearance/Sale items.
All returns of mid size items (including tables lamps, poufs, ottomans, rugs, side tables) are subject to a 15% restocking fee and the original cost of shipping. A refund or store credit will be issued for the remaining amount. Return credits are issued within 24 hours once the item is received and inspected. Please allow 5-7 business days for the refund to post back to your account.
We do not accept return of any large items including sofas, arm chairs, coffee tables, console tables, art, bookshelves, sideboards, media units, dining tables, counter stools. Nor do we accept hardwired lighting including pendants and sconces due to the nature of product and its components.
Items must be in original packaging and in their original state to be eligible. Lighting fixtures that have been installed or have had their wires cut are ineligible for refund.
Floor models and clearance section items are final sale.
Please email us at email@example.com prior to for approval. If you chose to return an item, the return shipping is your responsibility and our actual initial shipping costs will be deducted from your total refund amount. We do not offer return shipping labels. Please note our actual shipping costs are often higher than what we charge customers and can be up to $500. Items must be in original packaging and in their original state to be eligible for a refund.
Manufacturer Defect and Damaged Items
Defects and damages are subject to inspection and approval and need to be reported within the first 48hrs of receiving the item.
To make a claim of damaged items received, the following must be submitted to firstname.lastname@example.org
Upload 2 photos of the box. Photo of box damage as well as any information on the box.
Please include 3 or more photos of the item and the damage. Please ensure the photos are clear and in daylight when possible.
Defects and damages are subject to inspection and approval and need to be reported within the first 48hrs of receiving the item. Defect claims occurring over time are only available within the first 6 months of receiving the item after-which we can no longer guarantee replacement or credit for the item. Please note natural materials including wood and marble have variations and their imperfections are not considered defects. As foreign wood adapts to our climate, it can shift size and cause cracking. This again is not necessarily a defect of the product, but a beautiful reminder of its organic nature.
Please know we are eager to help you and understand the frustrations when lead times aren't exact or item does not arrive as noted.
How will I know if my order has been shipped?
Once your order has been processed and charged shipping arrangements are made. You will receive an email with all of the tracking information once the item(s) has shipped. If your order has multiple shipments (some items ship from different locations) you will receive tracking numbers for each portion of your order.
What if I need to change my order?
Before purchasing any of our products please read the description, as well as taking note of the measurements. We advise if you are not sure on a product please email us for more information on the description. We recommend to also have a tape measure to have a clear understanding about the sizing for each product. Please note colours may appear differently on your screen than the actual product.
What if I am looking to return an item?
You may return an item for a refund of the merchandise total within 15 days of delivery; all you need to do is ship the item back to us or return it to our Fredericton location. All returns are subject to a 15% restocking fee. Return credits are issued within 24 hours once the item is received and inspected. Please note, if you return an item the return shipping is your responsibility and our initial shipping costs will be deducted from your total refund amount. Items must be in original packaging and in their original state to be eligible. Lighting fixtures that have been installed or have had their wires cut are ineligible for refund. Other than in the event of a severe product defect, sofas and furniture over 50 lbs are considered final sale. Floor models and clearance section items are final sale.
Custom, made-to-order items are considered final sale and cannot be cancelled, returned or refunded unless damaged upon receipt. This can include items where you've selected color, fabric, upholstery, finish, material, size and/or configuration. It also includes some handmade items.
What if my order arrives damaged?
Here at Reimagine Designs we pride ourselves on the quality of our products. If you believe your item has arrived faulty or damaged please send us an email within 3 days of receiving your product - attached with photos, description, order number, name, address and description of the fault. Any longer than this time we unfortunately cannot accept the return. We are then happy to resolve the issue by repairing, exchanging or refunding the item.
Will my credit card be charged immediately?
No. Once we have confirmed stock for your order as well as shipping information then your order will be processed and your credit card will be charged. Your order will ship shortly thereafter.
Who can I contact to inquire about an online order?
All online order questions can be answered by our Reimagine Team. They can be reached at email@example.com or 1-506-472-6339.
Illume Balsam & Cedar Large Tin Candle