Shipping Policy

Personalized Service and Order Confirmation:
After placing an order on our website, a member of our team will personally reach out to confirm all the details of your custom order. During this process, we will review the specifications, answer any questions, and provide the necessary shipping information, including costs if applicable. This hands-on approach ensures that every aspect of your order receives the attention it deserves.

Production and Delivery Time:
Due to the artisanal and made-to-order nature of our products, we no longer provide exact delivery dates or estimated timeframes for completion. Once your design is approved, production will begin, and we will keep you informed throughout the process. Our focus is on quality over deadlines, and as such, unexpected delays may occur to ensure each piece meets our high standards. We understand this requires patience, but we believe the result—a superior, handcrafted product—will be well worth the wait.

Completion and Delivery Scheduling:
Upon the successful completion of your project and final quality inspection, we will notify you and schedule delivery. At that time, we will also provide the final account statement.

Pick-Up Option:
We offer complimentary pick-up at our factory. If you choose this option, please ensure your vehicle is large enough to transport the furniture, and arrange for adequate assistance to help with loading.

Standard Shipping for Small Items:
For smaller items, we offer standard shipping options. Once your order is finalized, our team will provide you with a shipping cost tailored to your location and requirements. We ship across Canada and the USA.

White Glove Delivery Service:
Within a 50km radius of our shop in Gatineau, we offer white glove delivery, which includes placing your furniture in your desired room and assembling it. For locations outside this area (within Ontario and Quebec), rates range from $500 to $950, depending on the location, delivery complexity, and required personnel. Please contact us at info@ref-co.ca for availability and pricing.

Crated LTL Shipping:
For large items, we offer crated LTL shipping within Ontario and Quebec at a flat rate of $350. This option is also available across the U.S. and other Canadian provinces, with custom quotes available. Please contact our sales department to confirm eligibility and obtain a quote.

Shipping Safety and Insurance:
All LTL shipments are insured to protect your items during transit. We adhere to strict crating guidelines to ensure your furniture arrives safely.

Receiving Crated Shipments:
When your shipment arrives, please inspect the crate for any damage before signing the Bill of Lading (BOL). If damage is present, do not sign the BOL and ensure the driver notes the issue. Failing to do so voids any claims for damages. Once unpacked, carefully inspect each item. Notify us immediately if any issues are found.

Care and Maintenance:
To maintain the quality and finish of your furniture, we recommend wiping it with a soft, dry cloth or slightly damp cloth as needed. Avoid harsh chemicals and abrasive cleaning materials. Protect your furniture from direct sunlight, heat, and fluctuations in humidity to ensure its longevity.

Customer Satisfaction First:
At ref., your satisfaction is our top priority. We are committed to providing you with the highest quality products and a seamless shipping experience. If you have any questions or require further assistance, our team is here to help at every step.

Thank you for choosing ref. for your custom furniture needs.