FAQ Retail
SHOP WITH CONFIDENCE
We guarantee that all of our products are beautiful and well made. As most of our products are handmade,
please be prepared to accept some imperfections and variations in the product.
WHOLESALE CUSTOMERS
Our wholesale division can provide discounts
on large volume orders to qualified resellers of our products. To know more about wholesale sales,
please call Customer Service at 1-888-849-8811. To qualify, the goods must be sold to an established business
with the intent of resale. Minimum order sizes are required. In some regions we have established exclusive
agreements with retailers that may prevent us from selling to other retail stores at a wholesale level.
RETURNS
If you are not satisfied with your purchase please contact our Customer Service Department at 1-888-849-
8811 Monday to Friday 7:30 am - 4:30 pm PST. You may also contact us by email at info@eighteenkarat.com.
If you wish to return your order, refunds (less shipping fees) will be issued if merchandise is returned in its
original condition and packaging within 20 days. Customer Service must be contacted before the goods are
returned. You will be issued a RAN number that must be written clearly on the package so credit can be
applied correctly. In circumstances where an item is approved for return after 20 days, a restocking fee may
be charged. Credit card orders will be refunded as a credit to the original credit card used for the payment.
If an item arrives damaged, notify us immediately so we can work with you to arrange a return, replacement,
refund or credit. 1-888-849-8811 or info@eighteenkarat.com. If there is obvious damage to the package when
it is delivered, write the condition of the package onto the waybill when you sign for it.
Please do not return products without making prior arrangements first.
PRICES AND DISCOUNTS
Our prices are in the currency of the location they are shipping to.
PAYMENT METHODS
We accept Visa and Mastercard. Merchandise cannot be held without payment.
Prices and
available inventory are subject to change until an order is confirmed.
PRIVACY AND SECURITY
We are committed to respecting your privacy. We do not sell or disclose our customer information. Once the
order is completed, your credit card information is not stored. Any information we collect from you is for the
processing of your order. On occasion we will send you targeted marketing information, special product
offers or notify you about the status of your order. In every marketing email, you will be informed about how
to unsubscribe and avoid receiving future emails from us.
SHIPPING + DELIVERY
We will select the best carrier and method of shipping based on the size and nature of the products you
order. We make special arrangements with you for all furniture shipments to ensure best shipping costs and
delivery services in your area. A customer service rep will call you for all furniture shipments. Some items on
the website may be exempt from shipping to certain areas due to the large and/or heavy size.
CANADA AND USA SHIPMENTS ONLY
We can only offer shipping and delivery services in Canada and the continental United States. We are unable
to ship to other international locations but are happy to work with your freight forwarder to coordinate a
shipment. We clear all US shipments - there are no additional duties, taxes, shipping costs or paperwork for
US orders.
STANDARD DELIVERY
Most orders ship within 2 business days providing we have the requested items in stock. If we don’t have
items in stock, we will call you to ask if you want a partial shipment or if you wish to have your order held
until it can be filled completely. You will not be charged for back ordered items until they ship. The typical
delivery window is 3 - 10 business days from the date your order is shipped. Delivery service is to your front
door. If destination is an apartment or multi-unit building the order will be delivered inside the front entrance
door only. Delivery does not include unpacking or assembly. Deliveries are made Monday to Friday.
FASTER DELIVERY
If you require faster courier-style delivery, please call us for a quotation. 1-888-849-8811
SHIPPING COSTS
STANDARD PRODUCTS
order value |
delivery charge |
up to $100 |
$15 |
$101 to $2000 |
15% of order value ($15 - $300) |
$2001 to $5000 |
12% of order value ($240 - $600) |
LARGE AND VERY HEAVY ITEMS – ALL FURNITURE
These items will be quoted per order. Please wait to receive an email from Customer Service advising the
shipping costs.
You will have an opportunity at that time to cancel the order if the costs are too high.