Shipping & Returns

Our commitment to quality customer service at Hay Design extends to the customized service and flexibility with which we deliver our products. We have determined the best, most efficient shipping methods, based on the merchandise you have selected.  We offer delivery and shipment for non-furniture items according to the rates listed below.  Expedited shipping options for non-furniture items are available at checkout for an additional fee. 

We ask that you inspect your delivery upon receipt and make note of any visible damage and sign for it upon receipt.  Note any visible damage on the delivery receipt before signing.  To ensure that you receive your items as quickly as possible, your order may arrive in multiple shipments.

Large items, such as sofas, cannot be shipped in the same manner as pillows and other small items. For example, a sofa will ship via a trusted freight carrier and a pillow will ship FedEx. We've selected the best professional carriers to ensure that your order arrives to you in excellent condition and in a timely manner. We will let you know the method of shipping at the time of your order. All of the shipping options immediately below apply to shipping within Canada.  Please contact us at info@haydesign.ca with any questions.

SHIPPING OPTIONS

• White Glove Delivery – Furniture can be shipped via white glove delivery anywhere within the Eastern Ontario area. Once the order has been accepted, Hay Design will contact you with an approximate ship date. The delivery company will call to set up the time of delivery.  They will bring the piece to your room of choice, unwrap, inspect and assemble the furniture. Please inspect your furnishings carefully prior to signing the delivery paperwork. The delivery team will take all debris with them.

For all other areas outside of the Eastern Ontario area, please contact us at info@haydesign.ca to confirm availability and cost of white glove shipping to your area.

• Threshold Delivery – Furniture can be shipped via threshold delivery anywhere within Canada.  The delivery company will call to set up the time for delivery.  The delivery service will bring the piece of furniture to the first dry/secure area.  Typically, this is a garage, covered porch, lobby or residential receiving dock.  Please be sure to inspect carefully prior to signing the delivery paperwork. 
• Dock to Dock Delivery – Furniture can be shipped dock to dock for deliveries within Canada. A dock to dock delivery must be delivered to a full access loading dock.  This option is not available in residential areas. Please note that threshold and dock to dock deliveries may significantly reduce shipping costs.
• Standard Delivery - Most non-furniture items can ship FedEx ground service.
• Express Delivery – Most non-furniture items can ship FedEx express for an additional fee
• In-Store Pickup
• Complimentary Delivery – Hay Design Gift Cards ship free of charge  

DOMESTIC DELIVERY TIME ESTIMATES

• White Glove delivery for furniture and other large items; our product pages provide you with an approximate ship date. Once your order has been processed you will receive a confirmation with an accurate ship date.
• Threshold and door to door deliveries will reduce shipping time. 

INTERNATIONAL SHIPPING INFORMATION

Items shipped to international addresses are subject to additional charges depending on destination, local duties and taxes.  Please email info@haydesign.ca for additional information and shipping quotes.  

NON-FURNITURE DELIVERY RATES

FURNITURE DELIVERY RATES

• Non-Furniture Delivery: All non-furniture orders receive our rates, based on order total and delivery area. Next-day, 2nd-day, and 3rd-day rush shipping options are available at checkout for an additional fee.
• Furniture Delivery: An expert delivery will carefully deliver your furniture based on the shipping options selected. Furniture items, including all wall mirrors, artwork and lighting, receive our rates, based on delivery area, number of items, and total weight. 
• International Shipping: We will provide a custom shipping quote based on the products purchased and delivery area. The quote will cover shipping and handling only; Hay Design is not responsible for duty, brokerage, or any additional fees due at the destination. International shipping rates apply to all orders outside of Canada. Please contact online customer service at info@haydesign.ca to receive a custom shipping quote.
• Area Rug Delivery: Most area rug orders are shipped free of charge anywhere in Eastern Ontario area.  All other area rug orders receive our rates, based on order total and delivery area.
• Expedited Delivery: Next-day, 2nd-day, and 3rd-day rush shipping of non-furniture items is available for an additional fee. If you select expedited delivery, a shipping quote will be provided at checkout based on order total and delivery area.

• Gift Certificates: Gift certificates are shipped free of charge.

RETURN POLICY

At Hay Design, we take pride in the craftsmanship and value of the products and merchandise we offer.  However, it’s important that our customers are satisfied and have the final say and understand there may be a reason to return or exchange an item. If you are not satisfied with your purchase, we will work to find you a replacement or facilitate a return. Feel free to contact us at info@haydesign.ca if you have any questions.

RETURNS

Non-Furniture items: You can return non-furniture items within 7 days for a full refund in the original form of payment.  After 7 days, the returns will be refunded in an online store credit for the value of the merchandise only. Shipping charges are not refundable and will be deducted from your refund. Returns are not accepted after 21 days.

Furniture items: Contact us at info@haydesign.ca to return all furniture items within 48 hours of receiving your shipment.  We will refund your purchase in the original form of payment for the value of the furniture; a 15% restocking fee will be deducted from the total refund with the exception of manufacturers’ defects or damage.    Shipping charges are not refundable and will be deducted from your refund. Returns are not accepted after 48 hours.

For refunds on furniture, please follow this procedure:

Contact Hay Design within 48 hours of receiving your item.  You may contact us at 1-844-728-0954/613-273-9119 or email info@haydesign.ca so that we can arrange for the item to be picked up.  We must be contacted within the 48 hours return window or we will be unable to honor the return.

We will arrange to have the item picked up at your specified location using the most efficient shipping method.  An assigned freight company will contact you to coordinate pickup.

The merchandise will be returned to our warehouse where we will inspect it and issue a credit accordingly.  Damage or other conditional issues may require deductions from your credit, so please ensure that the piece has been carefully wrapped in its original packaging and protected as best as possible. 

Custom Ordered furniture: Custom orders can be returned within 48 hours of receipt.  Follow the instructions for furniture returns listed above.  In addition to non-refundable round trip shipping charges, there will also be a 25% restocking fee deducted from your refund with the exception of manufacturers’ defects or damages.   After 48 hours, this is considered a final sale and cannot be refunded.

Damaged items: We inspect every piece of merchandise before it leaves our store or warehouse.  In the unlikely event that your merchandise is damaged in transit, please contact us at info@haydesign.ca within 48 hours of receipt of your purchase. If you receive a package with visible damage, please photograph the packaging and forward pictures to us at info@haydesign.ca .  We will contact you with an authorized pre-paid shipping label and issue a full refund or replace damaged items. 

Please be sure that you do not sign any delivery paperwork before inspecting the package. Should there be visible damage please make note of it on the packaging receipt before signing.

Sale items: Returns of items discounted on our website are treated the same as regular price merchandise returns.  Please follow the instructions applicable to the type of item(s) you are returning. Unfortunately the following items are non-returnable: mattress toppers, comforters, pillow inserts, bedding if used or opened.

Holiday Merchandise: Because merchandise purchased specifically for holiday is time sensitive, we can accept returns only if they are received back in original condition no later than 7 days from your date of order.  We cannot accept returns of holiday merchandise post- holiday.  Please use the procedure above to make your returns.

International Orders: International orders are non-returnable.  The order is considered a final sale.

How to Return Merchandise

To begin a return, please sign into your Hay Design account to access your order history and select the item you wish to return. Upon approval of your request, you will receive return instructions via email. You will be responsible for the arrangement and cost of return shipping and delivery. However, if you received a damaged or defective item, we will supply you with a pre-paid shipping label to mail your return. Should you discover a problem with your order, please contact Hay Design within the time frames outlined above for a resolution.

Once we receive your merchandise and confirm it is in showroom condition with original packaging, we will issue your refund. Please note exchanges, credits, and refunds will be issued for the purchase price only; shipping charges are non-refundable. Any taxes charged will be refunded in accordance with provincial laws.

Inspect all packages

If you receive a package with visible damage, please photograph the packaging and forward pictures to info@haydesign.ca.  We will contact you with an authorized pre-paid shipping label and issue a full refund or replace damaged items.  Please be sure that you do not sign any delivery paperwork before inspecting the package. Should there be visible damage, please make note of it on the packaging receipt before signing.

We are glad to be able to ship pieces almost anywhere! If you have any questions regarding shipping, tracking, or receiving product please do contact us at info@haydesign.ca.