All Pick-Ups are done at our shop, located at 514 Parliament St, Toronto. Please bring your invoice/online order number and proof of government photo ID for us to validate. We are not responsible for your purchases if you elect to have someone else pick up your items.

DELIVERY OPTIONS

Delivery within GTA: Except for Special Orders & Workroom Orders,Customer may elect for Canada Post or NEXT BUSINESS DAY COURIER DELIVERY within the Greater Toronto Area (GTA) for most in-store products purchased online for nominal fee indicated at online check-out. We are closed Mondays & Sundays so orders are only processed between Tuesdays & Saturday. You must enter both your email address & phone number in the fields provided at online check-out as our courier needs alternate methods to contact you in case of delivery issues. Failure to do so may result in additional delivery fee.

Delivery Outside of GTA: We also offer shipping outside of the GTA with Canada Post. Our Associate will contact you should the approximate delivery charge calculated during online check-out differs significantly from the actual charge required. The reason for the difference is the estimated rate at check-out does not account for the protective wrapping, bundling and boxing of goods which may result in heavier, larger parcel or multiple parcels. Our varying types of products cannot be uniformly packaged to ship out at a "one cost fits all".

Delivering Larger Items: Furniture, Rugs 5x8 or larger & other large items are subject to a different delivery charge and process to account for weight, size and special handling by either a Courier or with our own Delivery Crew. You are welcome to speak with our Associates or email us shop@kendallandco.ca to inquire about our fees, delivery options and policy prior to your online/in-store purchase.

Delivery of furniture and large rug starts at $150 depending on location within GTA, size & number of items and other factors such as, house versus condo, elevator versus stairs, ground floor versus upper/lower floors, whether we need to move existing rugs/furnishings out of the way, complexity of assembly, etc. KENDALL & Co only offers white-glove (when possible) or contactless delivery service within the GTA. Unfortunately, we are unable to move existing furniture, (re)mount art/mirrors or (dis)connect any electrical items unless otherwise arranged with KENDALL & Co prior to delivery. 

Our White-Glove Service includes the assembly, setup and removal of all packaging materials for products purchased from KENDALL & Co; it does not include removal or disposal of existing furniture, rug, etc.

For delivery of large items to other regions and special handling request, we do maintain a relationship with trusted couriers to ensure a safe, smooth delivery of pieces to your home.

TIPS FOR ORDERING & DELIVERY

Measure Before You Order

• Before you place your order with us, be sure to measure every entryway into your home as it is your responsibility to make sure that the items will fit. This is especially important when ordering furniture, rugs and fixtures as these items tend to be the hardest to get into one’s home.
• If items do not fit into your home, we do not refund delivery and the item(s) are bound by the specific item’s return policy.
• We offer a Delivery Measuring Service in the Greater Toronto Area. If you would like us to come to your home and measure your entry ways for you, for a fee of $150.

Order Turnaround & Tracking

Our goal is to get your purchase to you as quickly as possible.

In-Store Orders are processed immediately upon payment.

Online Order processing occurs Tuesday to Saturday so, order will be shipped out between Wednesday to Friday, subject to volume. Please allow minimum 1-2 business days for our team to get your order together.

Transit Time range between next business day to a few weeks/months depending on the shipping options to destination paid by the customer. Transit time is subject to Postal/Courier Services & applicable International Customs which are beyond our control. The customer or recipient of the shipment is always fully responsible for all brokerage, duties and other local taxes which, can hold up delivery if left unpaid by the customer or recipient of the shipment.

Customers are provided with a Tracking Reference Number with each online order shipped where an email address or mobile phone number is provided at time of check-out. Please contact Canada Post or Courier directly . 

Special Orders of Ready-Made Furniture, Wallpaper, Fabrics and Rugs in stock at our suppliers take between 4-8 weeks transit time, subject to change beyond our control.

Workroom Orders of Custom Furniture, Custom Murals, Drapery, Blinds & Reupholstery take between minimum 4 to 24 weeks (or longer, subject pandemic's impact on supply chain) depending on job complexity and available parts. Our Associate will contact the customer if we encounter an exception to the estimated timeline but, KENDALL & Co is not responsible/liable for any delays.

Note that ALL Workroom Orders & Special Orders arrive at KENDALL & Co first to be quality checked, in most cases, before we schedule delivery or ship to the customer. We do not drop ship from our suppliers/manufacturers.

Preparing for Your Delivery

• To prepare your home for a safe and efficient delivery, be sure to set your rugs in their proper place, move/dispose of applicable furniture, take down any frames, artwork, mirror or clothing from walls that may be susceptible to damage, secure any low-hanging light fixtures, remove any doors that may be necessary, place any pets in another room of your home and clear a pathway from entry. We are not responsible/liable for any damages if the customer elects not to take our advice.
• If you live in a building that requires the use of an (service) elevator, be sure to book its use in advance. Customer must forward us written confirmation from your concierge or building management. 
• During the winter, please make sure that any driveways and walkways are clear of snow and ice as the safety of your products and our delivery team are of the highest importance.

Inspecting Your Merchandise

• Our team thoroughly inspects every product before it leaves our shop however it is important that you (or the person you’ve deemed responsible as your designate) take the time to inspect the merchandise to make sure that there are no damages or manufacturer’s defects.
• Many items are hand-crafted and utilize natural materials and therefore one can expect variations between a floor model, photos or swatches.
• Upon pick-up or delivery, you will be asked to sign as acceptance of your merchandise and affirm that it is free of damage and manufacturer’s defects.
• If you should notice any damages or manufacturer’s defects upon delivery of your furniture, you must note it on the Bill of Lading/Delivery Slip and call us at (416) 363-9914 while our delivery team is in your home so that we can properly assess the nature of the issue and deal with it accordingly.
• Failure to provide immediate notification of damages or manufacturer’s defects may impede your ability to submit a claim for resolution.
• Please note that after we’ve been made aware of the issue at hand it may take up to five business days formulate a plan that addresses your claim. Depending on the nature of the claim, we may have one of our trained technicians resolve the issue to your satisfaction, arrange a replacement of the product altogether or offer an alternate product if stock of the original item is not readily available. 

RETURNS

Refund & Return Policy

Only stocked items purchased in-store at full price may be eligible for return within 7 days, subject to Management's discretion. Any product accepted for return must be in original and unused, re-sellable condition (item and packaging) accompanied by the original invoice. Returns will be credited using the original method of payment. Shipping and Delivery fees are not refundable and customer is responsible for paying the shipping fees to have the item(s) returned to KENDALL & Co.

At KENDALL & Co, we inspect all products prior to shipping and delivery whenever possible. We endeavour to package all orders securely so as to ensure their safe arrival to your home. In the event a product arrives with damage from shipment, we ask that you report to KENDALL & Co. the receipt of a damaged product within 48 hours of delivery and do not discard the damaged item and its packaging. If you fail to report damages in this time frame, we cannot process a claim