Shipping + Returns
Our commitment to quality customer service at Hay Design extends to customized service and flexibility with delivery. We have determined the best, most efficient shipping methods, based on your merchandise selections.
We ask that you inspect your delivery upon receipt and make note of any visible damage on the receipt, prior to signing. To ensure that you receive your items as quickly as possible, your order may arrive in multiple shipments. All shipping options below apply to shipping within Canada. Please contact us with any questions or inquiries about international shipping.
White Glove Delivery: Furniture can be shipped via white glove delivery anywhere within the Eastern Ontario area. Once the order has been processed, Hay Design will contact you with an approximate ship date. You will then be contacted to set up the delivery window. The delivery team will bring the piece to your room of choice, unwrap, inspect and assemble the furniture. Please make sure to inspect your furnishings carefully prior to signing the delivery paperwork. The delivery team will then take all packaging debris with them.
Standard Heavy Delivery: Furniture can be shipped via threshold delivery anywhere within Canada. The delivery company will 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, or lobby. Please be sure to inspect carefully prior to signing the delivery paperwork.
Standard Delivery: Most non-furniture items can ship standard ground service.
In-Store Pickup: Picking up your item in store is always free!
DELIVERY TIME ESTIMATES
Our product pages provide you with an approximate shipping time frame. Once your order has been processed you will receive a confirmation email with a more accurate ship date.
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 we 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.
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.
Non-Furniture items: You can return unused/unopened non-furniture items within 15 days for a full refund in the original form of payment. From 15-30 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 30 days.
Furniture items: Contact us at firstname.lastname@example.org to return furniture items within 48 hours of receiving your shipment. After inspection of your items(s), we will refund your purchase in the original form of payment for the value of the furniture, less a 20% restocking fee and shipping charges, with the exception of returns due to manufacturers’ defects or damages.
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 email@example.com 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 firstname.lastname@example.org. We will contact you with an authorized pre-paid shipping label and issue a full refund or replace damaged items.
Sale Items: Sale items are non-returnable. These items are final sale.
Holiday Merchandise: Because merchandise purchased specifically for holidays is time sensitive, you can return holiday items only if they are received back in original condition within 7 days for a full refund in the original form of payment. We cannot accept returns of holiday merchandise post-holiday.