Cancellation Policy

 

Online Orders

• Orders can be cancelled within 24 hours without any fees
• Cancellations made between 24-48 hours are subject to a 25% restocking fee
• Orders cannot be cancelled after 48 hours and will be considered final sale

 

Damaged Items

• Items that arrive damaged should be reported within 48 hours of delivery or pick-up
• The reported damaged items are eligible for return or exchange

 

Damage Policy

 

Inspection at Delivery

 

We encourage you to thoroughly inspect your furniture upon delivery. Any damages or defects should be reported to our customer experience team within 48 hours of receipt. This prompt communication allows us to file a damage claim with our manufacturer and document the issue in your delivery records.

 

If you find it necessary to refuse delivery of furniture, artwork, lighting, rugs, or mirrors due to damage or defects, the item will be returned to the local delivery terminal. Our team will then assess the condition of the piece. The claims process typically takes 3-5 weeks to complete. We will try our best to ship a replacement as quickly as possible, subject to availability. Replacements will be for the same item only.

 

Submitting a Damage Claim

 

While we strive for perfection, occasional damages during transit or manufacturing defects can occur. Should you encounter any such issues, please reach out to us within 48 hours of receiving your delivery. To file a claim, please follow these steps:

 

• Email us at sales@polancofurniture.com
• Provide your order number and a detailed description of the damage
• Attach multiple photos that clearly show the damaged product and the original packaging

 

Please note that without the necessary information and images, we will not be able to process your claim. Furniture pieces that use natural and organic materials inherently feature variations and unique imperfections that contribute to their charm and character. Such variations may arise during the manufacturing process or even based on the specific temperature and humidity levels of your home. These aspects are not considered defects and do not qualify for damage claims.

 

Return Policy

 

Requests for returns must be made within 7 days of receiving your product. For return approval and instructions, please contact our customer service team. To ensure the smoothest possible return process, please review the following: 

 

Items That ARE Eligible for Return

• Decor items and products
• Lighting purchased in-store
• Smaller accessories

 

Items That ARE NOT Eligible for Return

• Medium to large furniture items (dining tables, sofas, buffets, beds, and mattresses)
• Bedding, towels, and bath products (for sanitary reasons)
• Items damaged by natural wear (sun exposure, humidity, etc.)
• Rugs and custom or made-to-order items
• Floor models and as-is items

 

Return Shipping & Inspections

• All returns must be pre-approved, unapproved returns will not be accepted
• Return shipping costs are the responsibility of the customer
• Items must be returned in their original, unused condition and packaging
• Ensure items are packaged securely to avoid damage during shipping
• Upon receipt and inspection, items meeting these criteria will be eligible for store credit
• Store credits are processed within 7 days of receipt of the returned item
• A 25% restocking fee and/or damage fee may apply

 

Backordered Items

 

• Backordered items can be cancelled within 48 hours of the original order
• Canceling a backordered item to reorder at a promotional price forfeits the original reservation and may result in a later fulfillment date
• This policy does not apply to made-to-order and custom items

 

Price Honoring

 

We do not honor previous prices for placed orders, in-store purchases, POS transactions, or backordered items. To take advantage of sales and promotional prices, please make purchases during our promotional periods.

 

Have a question or need some assistance? Get in touch with Polanco!

 

Shipping Policy

 

In-Store Pickup

 

We offer free in-store pickup within 7 days of purchase from our Ottawa showroom and warehouse. We will notify you once your order is ready for collection. As a small local business with limited warehouse space, we kindly ask that you pick up your order promptly. 

 

Curbside Delivery

 

Polanco proudly offers shipping throughout Canada, allowing your items to be delivered to a main entrance, garage, or driveway. If your delivery address is in a remote or rural area, additional fees may apply. We will provide a detailed delivery quote after you place your order. If you have any questions or concerns, please contact us before finalizing your purchase.

 

Before placing your order, please measure all entryways into your home and the intended room to ensure the items will fit. This is crucial for larger furniture and fixtures. For apartment buildings, also measure your elevator and staircases. We do not refund delivery costs if items cannot fit into your home and return policies only apply for specific items.

 

In-Stock vs. Custom Items

 

We aim to ship in-stock items within 2-4 weeks of order receipt (unless otherwise specified). If you have questions about the availability of a specific item, please contact us. Some of our products and larger furniture pieces are custom or made-to-order. All made-to-order items are final sale and shipping timelines are provided on product pages.

 

Shipping Rates & Services

 

• Shipping costs are calculated based on the size, shape, weight, and distance to the address
• The shipping fee will be added at checkout once a postal or zip code is entered
• If a shipping fee is not displayed, we will contact you with a shipping price
• Shipping rates provided at checkout are estimates and may change
• We are committed to offering the best possible rates and will inform you of any changes

 

White Glove Delivery Policy

 

When you opt for White Glove delivery, a deposit is required at the time of purchase. After placing your order, we will email you the final cost for the White Glove shipping service. For larger furniture pieces, we highly recommend using this option. Our service providers will handle every aspect of delivery and will:

 

• Unpack and assemble each item
• Place the furniture in your chosen room
• Remove all packaging materials from your premises

 

Preparing for Delivery

 

If you reside in a building with an elevator, book it in advance for the delivery. Measure the elevator opening and height to ensure the furniture fits. During winter, please clear all snow and ice from driveways and walkways to ensure the safety of our delivery team and the protection of your furniture. For the smoothest delivery process, please follow these guidelines:

 

• Clear pathways and move any furniture that obstructs entrances, doorways, and staircases
• Secure low-hanging light fixtures and remove any necessary doors
• Remove frames or artwork from walls that could be damaged
• Ensure rugs are correctly placed
• Keep pets in a separate room during delivery

 

Inspection at Delivery

 

Upon receiving your furniture, it is crucial to inspect each item thoroughly. The White Glove delivery team will ask for your signature to confirm that the items arrived in good condition. If there are any damages, detail them on the Proof of Delivery form before signing. Once signed without noting damages, Polanco is not liable for any subsequent claims or compensation.

 

Limitations of White Glove Delivery

 

Please be aware that our White Glove delivery service does not include:

 

• Removing or rearranging existing furniture
• Removing or hanging lighting fixtures or mirrors
• Making modifications to your home
• Connecting electrical items
• Mounting artwork