Shipping and Returns

Shipping

All items included in your order will be shipped together and we will provide an estimated delivery timeline when placing the order, for your convenience. This is usually 2-4 weeks.

There may be additional costs for adding to your order after shipment has been prepared. Although a large majority of our orders arrive within the time frame shown (i.e., 2-4 weeks), shipping times are only estimates due to multiple variables during transit. decartive.ca is not liable for any damage, loss, expense, or cost related to any delay in shipment or delivery.

We cannot ship to P.O. boxes.

Standard Shipping (2-4 weeks)

Standard Shipping includes a delivery appointment and delivery to the threshold. This is the first dry area such as a garage or lobby/service area of a high-rise building. A signature will be required upon delivery. Please note that stairs to the front door or first dry area are not included with this delivery service.

White Glove Shipping (2-4 weeks)

White Glove service includes a delivery appointment, placement of the item(s) up to 1 flight of stairs, removal of packaging materials, and assembly. A signature will be required upon delivery.

Arranging Delivery

After your order is confirmed, we will contact you via the phone number you provided us when you placed the order, and we will provide you with a time slot for when the item(s) will be delivered. You can expect this call 24 hours before the delivery date. If for some reason delivery is not made due to nobody answering the phone or opening the door, causing the items to be returned to us, a redelivery charge will apply again at the same amount of what was charged on the original order. If in this instance, you decide to cancel the order, the original delivery charge will not be refunded.

In-home delivery and assembly service is not available to all postal codes. Service to outlying areas may be restricted based on geographic location.

Changing delivery method

If you decide to change the delivery method after the order has been placed, please call +1(647)693-2422 Ext: 242 to inquire about making this change. The delivery method can only be changed before you receive a call to arrange delivery, and if White Glove service is available in your area.

Shipping Charges:

Shipping charges are non-refundable once items have left our warehouse. This includes damaged shipments. Once an order has been set up for shipment, we cannot accept any changes to the item(s) ordered. Any additional charges accrued with the delivery company will be transferred to the customer. These include but are not limited to, missed attempted delivery charges, additional delivery service charges, storage fees and other potential charges associated with the order.

Payments and Product Order

Your credit card will be automatically charged for outstanding payments, including but not limited to additional carrier charges, overdue invoices, and storage fees. Once a transaction has been completed, there will be a 3% charge of the transaction amount for changing the amount charged, or for changing credit card information. Coupon codes can only be applied within the allotted time frame, before the sale ends. Price adjustments can only be made within 72 hours of the order being placed. If an order was placed without a coupon code, during the sale time frame, we must be notified within 72 hours of the order being placed to make this change, or the coupon cannot be added and the price cannot be adjusted.

Decartive cannot guarantee the availability of any particular product displayed on this site. Decartive reserves the right to discontinue the sale of any product listed on this site at any time without notice. All prices online are subject to any applicable taxes according to state and local laws. Availability, prices, and delivery rates are subject to change. There may be errors in the descriptions, images, or prices of certain item(s), and we reserve the right to restrict or cancel orders of any items for any reason and correct any inaccuracies, errors, or omissions, even after an order has been submitted and accepted.

Sales Tax

For purchases in Canada, the destination province or territory will determine the sales tax applied to your order.

Store Credit and Gift Cards

Store credit and gift cards cannot be applied to the order it is generated from and cannot be applied to a previous order, retroactively.

Refunds and Exchanges

Refunds can only be issued via the method of the original purchase. If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund. It may take up to 5 business days for credit to appear.

You may return or exchange an item for a refund within 30 days of delivery, provided the items are packaged or repackaged securely in its original packaging, free of any and all damages, and the items are unassembled and were never assembled. Once we have reviewed and approved your request, we will schedule a return pickup with you. Decartive cannot be held responsible for third party costs. Returns received past 30 days from the date of receipt and/or not received in original condition cannot be refunded. Shipping charges, custom and special order furniture, non-stock items are non-refundable. We do not accept any returns or exchanges on custom and special order furniture. The package(s) will be picked up from your location. Please note that the entire return process of scheduling the pickup, return transit and inspection typically takes 2-3 weeks. Return shipping will be equal to standard delivery shipping for the item(s).

Please note that if an item is received damaged, it must be reported prior to assembly and within 3 business days of delivery.

If you wish to defer delivery, $20/week storage charge will be deducted from the refund in the case of a return or cancellation.

*All made to order items, custom items, display items, open box items, and pillows are non-refundable and are final sale.

Order Cancellations and Modifications

Customers may cancel or modify orders within 2 business days of placing the order. To cancel or modify an order, please notify us immediately. An order cannot be cancelled or modified, once it has been shipped. However, a return pickup for a full refund or exchange can be arranged after delivery, as long as the return criteria mentioned above are met.

Order modifications can cause shipping delays. The shipping & delivery time will typically restart from the date the order was modified and will not continue from the date the items were originally ordered prior to being modified.

Modifications include but are not limited to product changes, changes to the delivery address, changes to the contact details, etc.

We reserve the right to cancel any order at our discretion. If an order is believed to be fraudulent or high risk, it will be cancelled without notice and a full refund will be issued to the cardholder.