Shipping and Returns Policies

Shipping and Returns Policy

Please be informed that severe weather conditions may cause disruptions in our operations and staffing, leading to potential delays. We have contingency plans in place to minimize such disruptions.

Order Confirmation:

Once your order is placed, an order confirmation email will be sent to you, signifying we've received your order and pre-authorized your credit card for the purchase. We immediately contact our suppliers to ensure that your item(s) are in stock and ready for shipment. In the event of backorder or unavailability, we will void the pre-authorization and inform you via email. Orders are processed for shipment within five business days if the item(s) are readily available.

Order Shipment:

If your order is in stock and we've charged your credit card, it will be shipped within five business days from the date of your order. Within 24 hours of your order leaving the warehouse, we will send you tracking information to the email address provided during checkout. If you haven't received tracking information within six business days of your order, kindly follow up with us at support@myprimefurniture.ca.

Shipping Beyond Our Standard Service Area:

While we strive to offer affordable and competitive delivery options, shipping to some areas may incur additional fees due to the extra fuel and labour costs. This fee is a flat rate and does not change even if you add more items to your order.

For orders to less populated and/or remote areas of Canada (including Yukon, Northwest Territories, Nova Scotia, New Brunswick, PEI, Newfoundland and Labrador, and Nunavut), and other locations outside of our standard service area, additional shipping fees may apply. These fees will be calculated and displayed at checkout. For locations not serviced by our carrier, we will reach out to you via email to provide a shipping fee quote or a full refund.

For customers residing outside our standard service area who wish to initiate an exchange or a return, we are here to assist. However, for exchanges, we don't offer free shipping. While we will waive your return shipping fee, an additional forward shipping fee will be applied for any new item(s).

Preparing for Your Delivery:

To ensure successful delivery of your product, please make sure your walkways are clear of snow or any other obstructions. Appliances and furniture should be ready to be moved (emptied, disconnected from the wall, and doors removed) upon the arrival of the delivery personnel.

Screen doors, door closers, fixed or moving panels of patio doors, and handrails must be removed by the customer prior to delivery. Our delivery personnel will wear steel toe shoes, gloves, and masks at all times during delivery. We will use protective floor runners to safeguard floors and carpets during all deliveries.

Cancellations & Refunds:

Orders cancelled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped. If your order has shipped, you (the buyer) will be responsible for actual return shipping charges. Refunds will only be issued to the original credit card used when placing your order.

We offer a 30-day return policy. Products purchased online may be returned free of charge to the product's original distribution center. A fee equivalent to shipping rates will be applied for products returned by mail or through our delivery service.

Returned items must be in the same condition as received, unworn or unused, with tags, and in their original packaging. Proof of purchase is required.

To start a return, contact us at support@myprimefurniture.ca. If your return is accepted, we'll provide you with a return shipping label and instructions on how to send your package. Unsolicited returns will not be accepted.

Damages and Issues:

Upon arrival of your item(s), please inspect the packaging. If you notice any damage, make a note of it when signing for delivery. If your item(s) do arrive damaged, send photos to returns@myprimefurniture.ca for us to process an insurance claim on your behalf.

Exceptions / Non-Returnable Items:

Custom products (such as special orders, personalized items, selected items), sale items, and gift cards are non-returnable. For questions or concerns about your specific item, please contact us.

Supplier's Return Policy:

The return policy of specified suppliers will supersede My Prime Furniture's return policies. This applies to [Pyromania], [LH Imports Ltd], [OGC Inc.], and [Outdoorz Essentials].

Exchanges:

To ensure you get what you want, return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds:

Upon receipt and inspection of your return, we will notify you about the status of your refund. If approved, the refund will be processed automatically to your original payment method. Please note it may take some time for your bank or credit card company to process and post the refund.