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.

PRICES AND DISCOUNTS
Our prices are in the currency of the location they are shipping to.

PAYMENT METHODS
We accept Visa, Mastercard and American Express.

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.

SHIPPING + DELIVERY
We will select the best carrier and method of shipping based on the size and nature of the products you order. Some items on the website may be exempt from shipping to certain areas due to their large size and/or heavy weight.

Most orders ship within 2-3 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 or if you wish to have your order cancelled. 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 depending on your location. 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.

If you require expedited service, please contact Customer Sevice for a quotation: 1-888-849-8811 or 604-856-1808.

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 – INCLUDING BUT NOT LIMITED TO ALL FURNITURE
Shipping costs for these items will be quoted per order. Please contact Customer Service to discuss shipping options and costs. Some items on the website may be exempt from shipping to certain areas due to the large size and/or heavy weight.

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 within 7 days of receipt. You may also contact us by email at info@eighteenkarat.com. Customer Service must be contacted before any goods are returned. Merchandise must be returned in undamaged condition and in its original packaging. Any goods returned without prior authorization will be refused. Upon approval of a return, Customer Service will issue an RMA (Returned Merchandise Authorization) form via fax or e-mail. This RMA form must accompany the returned merchandise and the RMA number must be written clearly on the outside of any packages. Returns that arrive without the appropriate RMA documentation will be refused. In circumstances where an item is approved for return after 7 days from receipt, a restocking fee may be charged. Credit card orders will be refunded as a credit to the original credit card use for payment.

DAMAGED GOODS
If an item arrives damaged, please notify us within 48 hours of receipt so we can work with you to arrange a return, replacement, refund or credit. If there is obvious damage to the package upon delivery, please note the condition of the package on the waybill or refuse the delivery altogether. Please contact Customer Service should you ever refuse a shipment. Once goods are in your possession for more than 48 hours, we cannot accept any claims for damage.

PRIVACY AND SECURITY
We are committed to respecting your privacy. We do not sell or disclose our customer information. Once a sales transaction 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.

WHOLESALE CUSTOMERS
Our wholesale division can provide discounts on large volume orders to qualified resellers of our products. To find out more about wholesale sales, please contact your local 18Karat Sales Agent or call Customer Service at 1-888-849-8811.