Shipping & Returns
Everything you need to know about shipping and returns.
- Handmade rugs may have slight variation in design, color, and size which are not considered defects. Shedding and/or sprouting are also considered normal, and will vary depending on the construction and content.
- Machine woven rugs may have slight variation in size which are not considered defects.
- Outdoor Safe products that are damaged or aged prematurely due to negligence are not considered defective. Outdoor Safe products require regular care and cleaning, please refer to Surya’s care and cleaning manual for details.
- Natural materials may have slight variations which are not considered defects:
- Undyed wool varies in color from white to black in all shades of brown and grey. Wool is sorted by color before it is spun into yarn, but slight variation is unavoidable. This variation is most noticeable when the wool is undyed, but it also marginally effects the color of dyed yarn.
- Jute, seagrass, sisal, and rattan vary in color depending on the season of the harvest. This variation is visible in both undyed and dyed yarn. Since no two animals have exactly the same markings or coloration, every product made with hair on hide, leather, or sheepskin will have natural variation in shape, markings, and color.
- Add your cIn the event that your order has not yet been shipped, we will provide a complete refund. Once an order has been released for shipping it cannot be canceled. Please refer to our returns policy for additional details.
- All cancellation requests must be submitted here immediately after purchase. Cancellation is confirmed only when Lewis Park notifies that the order has been canceled via email.
- We offer free curbside delivery on all orders in Canada and the USA. Curbside means your package will be delivered and dropped off at your front door. Most orders ship regular parcel ground service unless deemed to be non-parcel based upon the order size or shipping characteristics. Please know that we do not ship to the following: Hawaii, Alaska, Yukon, Northwest Territories, and Nunavut.
- Unfortunately, we cannot accommodate P.O. Box and APO shipments at this time. Otherwise, orders will be held up to confirm shipment to physical address.
- Please keep in mind delays may occur due to holidays, poor weather conditions and for any other reason. Lewis Park Inc. will not be held responsible for delays but will make every effort to keep the customer up-to-date on the status of their order.
Surya & Livabliss
Canada: 2-3 weeks
USA: 5 to 8 business days
Koshani
Canada only: 5–7 business days
Made-to-Order Rugs
Canada only: 4-6 weeks
If you are not completely satisfied with your purchase, we offer a 30-day return from the day of delivery. Although we offer free shipping, we do not cover return shipping costs.
- Credit: 100% credit will be applied for returned products minus a 20% restocking fee and shipping cost. Items must be shipped back in their original packaging and in unused condition. Please note that a credit will not be issued for returns damaged during return shipment due to inadequate packaging.
- Initiating Returns: Click here to request a return. Return the product(s) as per the emailed instructions. Please be aware the return authorization will expire within 30 days from the date of issue; therefore items should be returned as quickly as possible.
Once your return is approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at info@lewispark.ca.
If you have received a product damaged in transit, we will work with you to resolve the issue immediately. Inspect product(s) upon delivery for visible & concealed damages. Failure to do so could result in your claim being denied.
If you notice product is damaged upon delivery you may:
- Refuse delivery and notate on the delivery receipt (in presence of the driver) the type of damage incurred. or
- If you take receipt of damaged goods, please sign as damaged on the signature line.
If you notice the damage after delivery, please contact us to initiate a claim within 4 business days from delivery of the damaged product. Be prepared with the following documents to help initiate a claim process:
- Brief description of the damage
- Picture(s) clearly depicting the damage to the product
- Picture of the packaging (please send a picture even if the packaging is intact).
- Failure to do so will result in a denial of your claim or credit.
- Please do not move the product from its original location or ship the product back, as the carrier may need to perform a claim inspection (only parcel damaged shipments will get picked up against a Damaged Call Tag).
- It is your responsibility to file a claim for all damaged items shipped using a 3rd party account.
- Lewis Park is not responsible for any 3rd party charges incurred for storage or delivery of product(s). Lewis Park will credit, where applicable, all freight charges required for delivery to/pick-up from original destination address provided.
- Claim Process: Lewis Park may or may not request for the item to be returned. If we require you to return the item, a Return Authorization Number (RA#) for your return will be emailed to you. For items deemed not returnable, additional instructions will be provided in an email. All return requests for damaged products must be accompanied by photos of the damage and the product(s) must be returned as per the emailed instructions. Please be aware the return authorization will expire within 30 days from the date of issue, therefore items should be returned as quickly as possible upon receipt of the RA.
- Replacement/Credit: Replacements are only issued upon request. If replacement is not requested, a full credit will be issued to the original method of payment. If Lewis Park requires you to return the item, credit will be given after return receipt of the item.
- Packaging/Labeling: Clearly mark package and/or return document with RA#. All products being returned must be in original packing. Lack of proper packing material results in damaged product during return transit and refusal of credit request.
If you have received a product which is deemed defective by Lewis Park, we will work with you to resolve the issue immediately. Please contact us to initiate a claim within 30 days of delivery of defective items. We will get back to you with further instructions.
If you have received a product that is deemed to be the wrong item or an item not ordered but shipped by Lewis Park, we will work with you to resolve the issue immediately. You will not be required to pay the 20% restocking fee. Please contact us to initiate a return within 30 days of delivery of a wrong item. We will get back to you with further instructions.
Please note the following items are final sale and are not returnable or exchangeable except for items delivered damage or have manufacturing defects:
- Sale/clearance
- Custom/made to order
- Items noted final sale
- Samples
