Orders & Delivery
How can I change my delivery address?
|You’d just contact us and we’ll update your details. You can do this at any time up until 24 hours before we dispatch your item(s). If your items have already been dispatched, changing your delivery address isn’t usually possible, and you may be charged for arranging redelivery.|
I’ve placed an order but heard nothing.
|Upon placing an order with us you should have received one email with a copy of your order invoice and shipment tracking information.
Ensure to check your spam / junk folders as sometimes they may appear there. Please also make sure to add us to the safe senders list to receive our future updates. Whether your order is a in-stock purchase or a custom order we will update you on your order as it move along our production and logistics chain. If you are not getting any emails from us please don’t hesitate to contact us by calling 1-800-393-1031 or emailing us at firstname.lastname@example.org.
I’ve received only part of my order
|If a part of your order was not delivered please contact us immediately by calling 1-800-393-1031 or emailing us at email@example.com.|
I’ve tracked my order with your delivery company and it says it’s been lost, or has already been delivered, but I don’t have it. What should I do?
|We use specialist third party companies to deliver our products to you as efficiently as possible. In rare cases they might experience a few hiccups or communication issues. The problem is most likely due to IT tracking issues, or there is a mix up at their local sorting facility. We highly recommend to call our our freight carrier using the information included in your tracking update email to locate your order, they will be able to help with any re-deliveries that may need to be done as well. Please have your tracking number ready when contacting them.|
It’s been longer than the estimated lead time and I still haven’t received my order, what should I do?
|Firstly, we’d like to apologize. We work hard with our production and logistic teams to reduce lead times and avoid delays, which we let you know about as and when they arise. If you’ve been waiting longer than you should have and you haven’t heard from us, please give our customer service team a call on 1-800-393-1031 or email firstname.lastname@example.org, please have your order number ready.|
My order hasn’t arrived
|If your delivery date has passed and you have not received your order; please review your tracking message and refer to the contact information for the freight company, this is also emailed to you as soon as it is released. To further inquire about a shipment you can reach out to the freight company and ask for a status update. Alternatively you are always welcome to contact us by calling 1-800-393-1031 or emailing us at email@example.com.|
My order is arriving too soon, what can I do?
|Not to worry, give us a call or drop us an email with your order details and the date you’d like your order to be dispatched. As long as the order hasn’t already left us, our team will arrange for your order to be held until you are ready to receive delivery. Storage fees may apply depending on length of time.|
Track my order
|Once you have placed your order with us you will receive email updates throughout the fulfillment process.|
Where is my order?
|When you placed your order with us, your confirmation email would of had an ETA. You will receive a few more updates on the delivery, getting a bit more accurate as the time gets closer. If you have not received these emails or just want an update now please call us at 1-800-393-1031 or email us at firstname.lastname@example.org.|
PAYMENTS & STORE CREDIT
Can I pay via PayPal?
|Yes we can accept payment via PayPal for those customers who have international billing addresses. Please note the shipment can still only ship within mainland USA and Canada. If you would like to pay via PayPal, please contact our sales department to make these arrangements either by emailing email@example.com or calling 1-800-393-1031.|
Can I place an order over the phone?
|Yes, just give our sales team a call on 1-800-393-1031 and we’d be happy to help. Our hours are 9.00 am to 5.00 pm, Monday to Friday, Easter Time Zone.|
What is your payment policy?
|If a coupon or discount has been missed from an order, we must be notified within 72 hours of the order being placed to add or adjust the balance. Both the currency and tax for an order is based on the Shipping address, if an order is shipping to Canada the card will be billed in CAD with provincial taxes even if the billing address is in the USA. Please note that there may be additional administrative, exchange or transaction fees charged by your credit card provider as we are a Canadian company. To further inquire about this, please review the terms and conditions with your credit card provider. Your credit card will be automatically charged for outstanding payment, including but not limited to overdue invoices and fees for additional services. Once a transaction has been completed, if the customer asks to change the credit card information or charge amount outside of 24 hours there is a 3% transaction fee reduced from the refund. Please note that for all orders, including pre-orders awaiting back ordered items and custom orders the full payment will be charged upon placement of the order. We do not accept cheques with a billing address outside of the US or Canada.|
What type of cards do you accept?
|We accept Visa, MasterCard and AMEX|
Why has my payment failed?
|Payment can be declined for a variety of reasons. The first thing to do is to check that we accept your card type. Next, make sure your card details are correct and your billing address is the one assigned to your card. If it still isn’t working, we recommend you give your bank a call and let them know you are making a online purchase. This type of issue can usually be attributed to your credit card company not recognizing our company. We are based in Canada and therefore the transaction is flagged as a suspicious foreign transaction. Once you have spoken with your card provider you can give us a call back or send us an email to authorize us to submit the charge again. We can only accept payments from credit cards which have a US or Canadian Billing address.|
I’ve received a faulty or damaged item
|We are proud to stand behind the quality of the products we sell. While cases are rare, damages and defects do happen once in a while so we encourage you to inspect your item(s) upon delivery. If damage is noted, be sure to sign off with the carrier agent “Damaged Upon Arrival” and please take pictures to document the damage. If an item is structurally intact and usable, accept the item. If an item is structurally damaged and completely unusable, refuse the item. If you refuse the whole shipment, including undamaged items, you are responsible for accepting the re-delivery of the undamaged items within 7 days, in addition to all costs associated with the re-delivery including but not limited to storage fees. To report any damage or defects please contact us at firstname.lastname@example.org within three (3) calendar days of receiving your order. We ask that you contact us via email so that all communication is clearly documented. For all damages and defects, we will require clear photographs to be provided within the three (3) calendar days of delivery. We will send out a new product, a replacement part, offer a blemish discount, or offer local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive a product refund. Damages or defects reported more than (3) calendar days after delivery date will not be eligible.|
I’ve received my order but some parts are missing
|Not to worry, our factory may have hidden them away to protect the finished product in transit. Please ensure to check all packaging before disposing. If you are still unable to locate the missing parts please contact us immediately.|
I’ve received the wrong item
|If you have received the wrong item from your order please contact us and our Customer Service Team will resolve this for you.|
Can you process my refund onto a different credit/debit card
|No, this is not something that we are able to do.|
How do I cancel an order?
|In stock orders cancelled after 24 hours are subject to a 3% transaction fee. If the order has already been shipped, the cancellation is subject to any cost of outbound and reverse logistics. Custom orders cancelled after production has commenced will be refunded only 50% of the balance paid as all material costs have been incurred. Custom orders cancelled after 24 hours, but before production has begun will be subject to a 3% transaction fee. Please contact the customer service team regarding cancellations by emailing email@example.com or calling 1-800-393-1031.|
When will I see my refund in my account ?
|Refunds can only be issued via the method of the original purchase. Depending on the card provider, it may take up to 5 working days for the credit to appear in your statements once the refund has been processed. Light2matter cannot be held responsible for third party costs or fees associated with the credit card.|
The color doesn’t match as I thought it would – can I return the product?
|If you change your mind about an item, you have (30) days for receiving the initial delivery to return the item(s) back to our warehouse. The customer is responsible for the outbound and return shipping costs. The customer is also responsible for arranging any return shipments, including repackaging the item. Returns must be received in original packaging and original condition within 30 days from the delivery or pick up date. Please ensure your order number is clearly marked on all boxes. Items not received in original condition/packaging cannot be refunded. Only once the item(s) has been returned to the warehouse and have been inspected by our receiving team can the refund be issued. Refunds can only be issued via the method used on 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. Standard Shipping and White Glove Delivery charges are not refundable. We do not accept any returns or exchanges on custom order furniture. Non-stock items, custom orders, lighting and polycarbonate items are not returnable and non-refundable. All items marked as “Final Sale” are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are not covered by Light2matter’s warranty. Strictly no exceptions will be made for Final Sale items.|
What if my order is damaged or defective ?
|To report a damaged product please contact us by email at firstname.lastname@example.org making sure to include your order number, description of the damage, and photos of the product.|
What is your return policy?
|If you change your mind about an item please contact us at email@example.com for return shipment details. Your refund will be reduced by a restocking charge equal to 15% of the purchase price, and you will be responsible for outbound and return shipping and delivery charges. Returns must be received in original condition and in original packaging within 30 days from the delivery or pick-up date. Please ensure your order number is clearly marked on all boxes that are being returned. Items not received in original condition and in original packaging cannot be refunded. Only once the item(s) have been returned to the warehouse and have been inspected by our receiving team can the refund be issued. Refunds can only be issued via the method used on 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. Standard Shipping and White Glove Delivery charges are not refundable. We do not accept any returns or exchanges on custom order furniture. Non-stock items, custom orders, lighting and polycarbonate items are not returnable and non-refundable. All items marked as “Final Sale” are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are not covered by Light2matter’s Warranty. Strictly no exceptions will be made for Final Sale items.|
Can I track the progress of my order ?
|Yes, once an order is complete, we will send you a confirmation e-mail including the shipment tracking information.|
How long will my order take?
|Standard Shipping transit time is estimated between 5 and 12 business days. All US shipments includes a delivery appointment and delivery to the ‘first dry area ‘, meaning to the threshold or garage of a single-detached house, or lobby or service area of a high-rise building. Standard Shipping for Canadian shipments is a curb-side delivery service and it will be the customer ‘s responsibility to remove the item off of the truck and bring it inside.|
How much is shipping?
|All orders will be delivered for a flat fee to anywhere Canada and the contiguous United States and calculated based on the type of order. Customers may choose to upgrade to optional expedited delivery where available. Please note, deliveries to some remote areas may be charged extra. Our carrier will make every attempt possible to accommodate customer requests for delivery dates and times, but reserve the right to refuse specific days of the week based on availability and routing. Shipping prices are calculated on website prices before coupon codes are applied.|
How will my item(s) be delivered?
|If you have selected Standard Shipping this includes a delivery to the threshold, described as the “first dry area or garage” or lobby/service area of a high-rise building, unless shipped with UPS or a small parcel carrier for which a signature will be required upon delivery. Standard Shipping for Canadian shipments is a curbside delivery service and it will be the customer’s responsibility to remove the item off of the curb and bring it inside. If you have selected White Glove Shipping this includes a delivery appointment inside delivery up to 1 flights of stairs, placement, assembly and removal of large packaging materials. It’s important to keep in mind that there are some items for which the White Glove service does not include assembly, please refer to the ‘details & specs’ section of the product page for further information or contact our customer service team firstname.lastname@example.org.|
Where do you ship to?
|We ship to the USA & Canada, except for Hawaii, Alaska and Puerto Rico. You may enter your zip or postal code during checkout to confirm shipping costs to your location. Please note that zip or postal codes deemed isolated or rural by our third party carriers may require additional shipping fees. Light2matter reserves the right to change the delivery charges or cancel an order if your address is remote or outside of our carrier’s delivery zones. You will be notified regarding the changes and can decide whether to proceed or not.|
Does Light2matter have a showroom where I can see the products ?
|Yes we do! Our showroom is located at 4035 St Ambroise St #216 in Montreal, and is open 11am to 7pm Monday through Friday.|
TRADE AND DESIGNERS
Can I apply trade discount to a sale item?
|As per our store policy, discounts and coupons are limited strictly to one per order.|
How do I use/apply my Trade Discount?
|To place an order with Designer Discount, please contact email@example.com or call 1-800-393-1031. We will be delighted to assist you with creating quotes, placing orders and general inquiries!|
I am a interior designer, can I work with you?
|We’d love to hear from you, please send us a word to firstname.lastname@example.org.|