Shipping & Return Policies
We are so excited you’re here! We know how exciting ordering products for your home can be, so we want to be as clear as possible with our shipping policies. We support living wages in Canada, highly value teams with expertise and efficiency in their respective fields, and have collaborated with some incredible channels to make The Shoppe at Parker & Harlow available across Canada.
General Shipping Guidelines
We currently ship across Canada, excluding the Northwest Territories, Yukon and Nunavut. Each product category has different shipping times which are explained below. As we bring you globally sourced home goods, the availability of each item is varied and it should be expected that many items are in stock right away, while others are currently being manufactured or available for pre-order. If you have questions regarding a specific piece’s current availability, please reach out to our team here and we would be happy to provide you with a current expectation for that product before you order.
We do our best to communicate reasonable expectations with shipping and always provide the quickest means for a product to arrive to your home. However, certain aspects of shipping timelines are outside of our control. We will communicate changes, if any, to your order’s shipment status as we become aware of them.
Please note that items can only be delivered to the original address specified during the checkout process. To ensure a smooth delivery experience, kindly provide an active phone number and email address during checkout to enable your local delivery agent to arrange a convenient delivery time with you. Parker & Harlow Inc. adheres to a policy of not holding items beyond 5 business days if a delivery has not been scheduled. After this period, the customer assumes responsibility for any storage fees incurred. Please be aware that in such cases, items may be returned by the carrier, and under such circumstances, refunds will be issued in the form of store credit only less return shipping, any applicable re-route fees, and a 25% restocking fee.
Item Specific Expectations
Art - All framed art is made to order, and you can typically expect to receive your order within 8-12 weeks to most Canadian locations.
Rugs - Rugs typically ship within 4-7 weeks of order date. Please allow 7-10 business days between shipment from our warehouse to delivery. Backorder dates are subject to change. Hand loomed rugs or items that are currently being restocked will cause longer shipping times.
Furniture - In-stock furniture typically ships to our warehouse within 5-8 weeks of order date. Custom items that require manufacturing or restocking will require longer. There are a select few pieces in our collections that are hand made by Canadian and North American artisans and require their skilled craftsmen to exercise best practices - time is of value in these cases. The Shoppe represents dozens of trade good manufacturers, each with their own processes and specificities. We have designed our systems to best support these variances, however it should be understood that depending on your order we may hold some pieces to wait for your whole order to arrive in order to accommodate best shipping practices. Backorder dates are subject to change.
Lighting - In-stock lighting typically ships to our warehouse within 3-4 weeks of order date. Backorder dates are subject to change. Lighting orders are final sale.
Large/Oversized Items - All furniture items and other larger items will be shipped through a 3rd party carrier. These items will incur an additional handling fee that will be automatically added to your cart during the checkout process. This handling fee covers the oversized shipment and allows for your shipment to be delivered to your porch, garage, or driveway (carriers are unable to deliver oversized shipments inside your home). Please note that in some circumstances, customers may need to make special arrangements for freight delivery to apartment units. Drivers are not authorized to use stairs or elevators, nor will they place it in the room of your choice. The 3rd party carrier will contact you and schedule a window when they can deliver your order. A thorough inspection for damage and signature will be required. Please arrange for help with bringing the shipment inside, if needed. We are unable to cancel any item that is currently in production or in que for shipment.
Miscellaneous
Good Things Take Time -Due to global supply chain issues, shipping container shortages, worldwide shortages in materials such as foam, fabric, wood, steel, coal, stains/dyes and hardware, our suppliers are currently experiencing significant delays beyond our control. The ETS’s provided to you are estimated, and are subject to change without notice.
White glove delivery - can be arranged upon request by our team through this form depending on your location. Once we quote and approve options with you we will forward you a custom link for checkout that pertains to your order items and delivery address specifically.
Inspect Upon Delivery - It is in your best interest to fully inspect your furniture at the time of delivery, and note any damage or defect on the paperwork before you sign. Without this, we will not be able to process a claim. Once your item has been unwrapped, please fully inspect it for any damage or quality issues and take photos/videos of what you find.
Ship-to Address - You are responsible for making sure Parker & Harlow Inc. has the correct ship-to address for delivery. A change of address after a delivery is enroute will result in a Freight Reconsignment Fee and we cannot guarantee results will be attained in time for your desired delivery window.
Backordered Items - Backorder dates are subject to change. We work hard to frequently inform and update our clients on any backorder dates and shipping timelines as we are made aware by our manufacturers. We will notify you of any changes to the items in your order as soon as we can. You have 48 hours to cancel your order for a backordered item at no charge. After 48 hours, backordered items may be canceled, but will incur a 10% cancellation fee. We are unable to cancel any item that is currently in production or in que for shipment.
Cancellations - Please note that cancellations for a full refund can only be processed within 48 hours of placing your order. If your item has not shipped yet from the manufacturer, and you wish to make a change to your order, please contact our Customer Service team at through this form. Exchange or store credit can be provided for orders that have not yet shipped.
Damages & Defects - Upon delivery, please inspect the packaging, and take photos of any visible damage to the box. If there is severe damage to the box or product, please refuse the delivery with the carrier. For any damage to the product that is discovered after the carrier has left, please contact us immediately and provide at minimum 2-3 clear photos of the damage to customerservice@parkerandharlow.com. If we are not contacted with 24 hours, your claim may not be approved. If your claim is approved, depending on the severity of the damage, you may be offered a discount, replacement or refund.
Access Checks - It is your responsibility to ensure the products you are ordering are able to fit through thresholds into your home or desired space. Please refer to our fit-check guide on how to measure for accessibility. This is only a guide for your reference, not a guarantee on fit. If an item does not fit due to access, there is a 60% restocking fee that applies to store credit along with your fiscal responsibility of shipping the goods back to Parker & Harlow. Consider elevators, hallways, corners, stairways, banisters, drop ceilings, light fixtures, and bulkheads among other oddities. Items most commonly causing assess issues: King and poster beds, large sofas/sectionals.
Local Pickup - If you selected local pickup as your delivery method, you will receive an email notification when your order is ready for pickup. Local pickup in Vancouver and Calgary must me arranged 48 hours in advance. Confirm you vehicle will fit your goods and arrive with all equipment needed to ensure safe transport. Inspect items prior to loading into vehicle. Parker & Harlow is not responsible for damages incurred from pickups.
Material Characteristics - Please read our product care and cleaning guide here. Wood, marble and stone are natural products and may have variations in colour, shades, and grain characteristics. Fabric dye lot and textural variations may occur compared to swatches. Please be advised there are no returns or claims on natural products and dye lot variance as they are not considered faulty. Pilling is not a fabric defect or fault, and is not covered. It can be compared to shedding, as there are constantly new loose fibers coming to the surface. This is completely normal and will reduce once the excess fibers are gone. It does not affect the durability or functionality of the fabric. Down filled upholstery will flatten and look misshapen if not cared for, it must be fluffed and re-formed regularly to maintain its shape and loft.
Additional Delivery Fees - 72 hour cancellation notice is required for delivery changes, or a $150 cancellation fee will apply. Easy access is required. Any unforeseen circumstances such as stairwells, door frames, lifting furniture over balconies or any unexpected issue will be billed at 35$ per 15 min increment. Tight squeezes may result in liability and need to be signed off. Delivery teams will not move existing furniture - the area must be empty at the time of delivery. Roadway must be drivable.
Policies:
Our policy lasts 10 days upon receipt of goods. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. All returns require a Return Authorization Number (RAN), which will be issued by our customer service team. To begin your RAN process, please fill out this form.
Non-Returnable + Non-Refundable Items - Several types of goods are exempt from being returned. Due to the nature of these products and health regulations they are not eligible to be returned and are final sale. These include: all mattresses, sleeping pillows, duvets and bedding. Installed fixtures are also final sale - this includes sconces, pendants, chandeliers. For table and floor lamps to be approved for return, they must be in the original boxes with undisturbed packaging. 50% restocking fee and all shipping/handling fees applied.
E-Design Packages - all e-design packages are non-refundable.
Custom Orders - Custom orders do not qualify for return. Any piece of furniture customized from the manufacturer’s specifications or using COM (Customer’s Own Material) is considered a custom order and is non-refundable and final sale.
Service fees - Service fees are non-refundable. These include but are not limited to: delivery fees, assembly fees, removal fees, rental fees, consultation fees, storage fees, rush fees, etc.
Sale Items - Sale or discounted items do not qualify for return or refund. Only regular priced items may be refunded.
Return Process:
To complete your return, we require a receipt or proof of purchase and an issued Return Authorization Number (RAN). Please do not send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted: Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Incured Cost - You will be responsible for the shipping costs when returning item(s). Shipping costs are non-refundable. If you receive a refund and we have arranged shipping, the cost of return shipping will be deducted from your refund. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Frieght - Parker & Harlow Inc offers two return options for freight:
Parker&Harlow will arrange the freight carrier.
With this option the customer is responsible for the freight costs, but not responsible for any freight damages that could occur.The customer arranges the freight carrier.
With this option the customer us responsible for the freight costs and any freight damages that may occur.
Refunds (if applicable) - Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable) - If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@parkerandharlow.com
Return Address - Once your RAN is approved for return and any associated costs incurred are paid, we will provide a return address to you.
Claims and Exchanges if applicable:
We only replace items if they are defective or arrived damaged. If you need to exchange it for the same item, send us an email with pictures of the damage or defect to customerservice@cfinteriors.ca . Upon receipt of your email, our claims team will contact you with the details for your item.