Terms of Sale:
All Canadian sales are subject to applicable federal and provincial sales tax rates (HST, GST and/or PST).
To place an order over the phone, please call us at 1 (604) 969-1201.
Special Order refers to products which are custom-built to your own specifications, and items which are imported on a per-order basis. Special Order may also refer to items that are stocked in limited quantities but in special order color combinations. The lead times on special orders vary based on the item's place of origin. Special Order items which are built domestically are typically delivered in 3-4 weeks. Special Order items which are imported from overseas typically take between 16-18 weeks. Due to current freight and logistics delays worldwide, we cannot guarantee any lead times.
We offer free pickup during our regular business hours at our Port Coquitlam Warehouse. Once you checkout with the ‘pick up’ option, your order will be prepared and you will be notified when you can pick it up.
We offer affordable curb-side delivery on all items shipping within Canada, with some exceptions. These exceptions will be noted with an "Oversize/Heavy Surcharge" on their product pages. Please go to the checkout page to get an estimate of the shipping fee.
Any additional services such as "lift-gate," "inside delivery," "re-delivery / re-consignment" and "warehousing or stocking fees," which are charged by the shipping company(s), will be the customer's responsibility; Rosewood does not take responsibility for any charges that incur as a result of additionally requested freight services.
Please note that our shipping partners may have difficulty delivering to remote areas. There will be additional cost charges in some cases. We will contact you to make special arrangements in such situations.
For Oversized/Heavy loads, your item will be delivered on a lift gate truck and will be taken off the truck by the delivery driver and placed at the edge of the sidewalk, accessible closest to your house or building. The delivery person will not assist the customer to bring items into the house.
White Glove Delivery
White glove delivery service is an available option currently offered in the Lower Mainland, BC. Your products will be delivered, unwrapped, assembled as needed and placed in your desired location with packing material removed. Please note that moving and/or removal of existing furniture is not included.
This option will show on checkout based on your postal code.
Since, delivery is curb-side, installation services are not provided. However, for all product assemblies, the holes for joinery are pre-drilled and the screws and tools needed are provided as well.
Unable to Receive Delivery
Depending on the carrier, additional delivery attempts will be made. Redelivery fees may apply. If your order has shipped and you are unable to receive your shipment over an extended period of time, you may incur additional storage fees. Alternatively, your shipment may be re-routed back to the manufacturer, thus incurring fees for re-shipment of your order.
Because most of our items ship or go into production within a few days, we can only accept cancellations within 24 hours from when your order was placed. If an item has already shipped within this 24-hour period, the customer is responsible for paying shipping back to the warehouse of origin and a restocking fee of 20%. All cancellation requests must be emailed to firstname.lastname@example.org.
For orders place through our website, returns are accepted within 7 days and exchanges within 30 days of receipt of the product.
Customers are responsible for returning the item to its warehouse of origin, using the same shipping method used for outbound shipment. Please feel free to call us if you'd like additional information about the outbound shipping cost of an item you want to return.
If we identify an unreasonable return pattern, we may restrict or refuse future transactions or returns from such customers at any time.
Return Delivery Fees
When returning or exchanging products, the customer is responsible for paying shipping back to the warehouse of origin and a restocking fee of 20%. All return requests must be emailed to email@example.com.
Items must be completely unassembled and unused, in their original condition and packaging, complete with all materials. Your refund will be processed when the items have been inspected upon return.
Damaged in Delivery
If your item is damaged in delivery please send 2 pictures, of the damaged box and item, within 24 hours of arrival to firstname.lastname@example.org. Please note on your bill of lading that the product was damaged. Our Customer Service Experts will take care of you!
Due to the nature of these products and health regulations, the following are not eligible to be returned and are considered Final Sale: upholstered seating, mattresses, sleeping pillows, duvets and bedding.
Service fees are non-refundable. This includes but is not limited to: delivery fees, assembly fees, removal fees, rental fees, consultation fees, storage fees, rush fees, etc.
Any items that are Open Box, Showroom and Demo models that were hand chosen by the customer.
Any items that are marked “Final Sale”.
Special orders: Any piece of furniture customized from the manufacturer's specifications or using COM (Customer's Own Material) is considered a special order and is a non refundable, final sale.
All ‘installed’ lighting fixtures, including but not limited to sconces, pendants, chandeliers.
Each product is covered by the warranty offered by its manufacturer. For more information, please call us at 1 (604) 969-1201.
Warranty does not cover the effects of regular wear, discoloration due to light exposure, misuse, or abusive wear. Warranty does not cover final sale items.
Wood products are natural and may have variations in color, shades, and grain characteristics. As with all solid wood furniture, expect some variations in color and finish. Some warping and cracking are also inherent with wood furniture and in many ways enhances its appeal. The kiln-drying process is used to minimize any cracking and warping in our wood products; however, climate changes can still affect wood over time and cannot be considered a reason for return.
Fabric dye lot and textural variations may occur, compared to swatches. Please be advised that there are no returns or claims on natural products and dye lot variance as they are not considered faulty.
Pilling is not a fabric defect or fault and is not covered. This is completely normal and common with regular wear and tear. It does not affect the durability or functionality of the fabric.
If you have a warranty issue, please contact email@example.com. Our Customer Service Experts will work to help resolve by shipping replacement parts, organizing a repair, or replacing the product. This will be at our discretion.