FAQ
PRODUCTS
Q. Are finish colors shown in your photos accurate?
All photos on our website are taken by professional photographers under lighting conditions that are typical in a residential home.
We endeavour to accurately show the finish color and texture as best we can. How these photos display on any individual monitor and output from any printer can vary based on the different settings.
Q What is meant by Contract Quality or the CQ logo?
The CQ (Contract Quality) Logo appears with selected items in each product category. These items are approved for both residential and commercial environments such as restaurants, hotels, offices, lounges and reception areas. Please note that these items carry our standard ONE YEAR WARRANTY. Wood furniture is manufactured using sturdy and durable, kiln-dried solid hardwood frame construction complete with double corner blocks, wooded seat shell covered with ergonomic high-density foam. Metal furniture includes full circumference weld sled frame.Protective polypropylene floor glides: Retains shape. Extremely comfortable. Glides make chair easy to pull in and out - keeps hardwood and tile floors safe.Please see the complete description included on each item listed.
ORDERING AND PAYMENT
Q. I am concerned about submitting my credit card information online. Is it safe to place an order on your site?
Yes, absolutely safe. Your credit card information is transferred using the same 256 bit encryption and physical security that banks use.
Q. Can I place my order by phone?
Absolutely! If you would place your order over the phone you can speak with one of our friendly customer service team by calling 902-225-7711
Q. What types of payments do you accept?
We accept Visa and e-transfer. Give us a call at 902-225-7711 to review your payment options.
Q. Do you charge sales tax?
We collect sales tax where we are required to by law.
Q. When will I be charged for my order?
You will be charged for your order when you place it.
Q. Will I get confirmation of my order?
An order confirmation email is sent to you when you place the order. If you have not received it within 24 hours of placing your order please contact us to let us know. We will also email you in 48-72 hours to let you know the shipping status of your order and when you may expect to receive it.
SHIPPING, DELIVERY AND ASSEMBLY
Q. How much do you charge for shipping?
The Basic Ground floor/front door shipping is a flat-rate of $99 in Metro Halifax. Moncton, Fredericton, Saint John and Charlottetown. Deliveries outside these zones may be subject to an addition freight charge.Here is a description of our fees
- Should you wish assembly or additional delivery services simply click the "Have one of our customer service team contact you" button at the checkout. We will then give you a call to review your options..
We encourage anyone who feels they would be unable to get their order from the ground level front door to their room of choice to consider contacting us prior to placing their order.
Q. How will my furniture ship?
In order to ensure that your new furniture arrives in pristine condition we generally ship using carriers that are specialized in shipping furniture.
If you place an order for a smaller item it may ship using a standard courier service, in which case you will be charged a lower fee for shipping.
Q. Can I track my shipment?
Once you have placed your order you will get an estimated delivery date in your order confirmation email. When your order leaves our warehouse we will send you another email to let you know. You are also able to log in to our website to see any updates to your order status.
Q. Will I get a call when the furniture is going to be delivered?
In most cases, once your order arrives in your local area our delivery partner will contact you to arrange a day and time for delivery. Delivery appointment availability varies depending on the local delivery partner in your area. Generally this will be between 9am and 5pm, Monday to Friday, but the specific partner in your area may be able to accommodate deliveries outside this time. If your order was shipped using a courier service you will not be given advance notice as to when they will deliver.
Q. Can I change my shipping address after I place the order?
Please let us know as soon as you are able to if you wish to change the delivery address on your order. We will always do our best to ensure that your order is sent to the right location however once the order is placed it is often difficult to change the shipping destination.
Q. What happens if I miss my delivery appointment?
In the event that you miss your delivery appointment our local delivery partner will be in touch to schedule another appointment. Note that some of our delivery partners may charge a redelivery fee in this instance.
Q. I ordered multiple items but they did not arrive together, what’s going on?
Don't panic! It is likely that your items have shipped from different warehouses and the remaining items will arrive shortly. Please don't hesitate to call us if your order does not arrive within its delivery estimate and we will work with our carriers to get your order to you right away.
RETURNS AND CANCELLATIONS
Q. Can I return my order?
Provided you return the furniture in as-new condition and in the original packaging we will refund your purchase, less the cost of shipping, return shipping and a 25% restocking fee. Please see our Return Policy for details.
Q. If I choose to return my order, what happens next?
If you do decide to return your order please contact us and let us know. We will ask you to repackage the item carefully in the packaging in which it arrived. Our delivery partner will then schedule a convenient time to come and collect the order for return shipping. We will not accept anything back for credit unless a preapproved Return Goods Authorization (RGA) has been provided by The Studio Warehouse. Please see our Return Policy for more details.
Once the item is back at our warehouse it will be inspected, and provided it is in as-new condition we will issue a refund less shipping / return charges.
Refunds typically take between 5 and 10 business days to process. Please note that as much as we would like to, this delay is not something we are able to remove or expedite - this delay is in the banking and credit card system or transit times.
Q. What happens if I no longer have the packaging for the item?
We strongly encourage you to keep your packaging for in case you decide you want to return it.You can still return your item, however we charge a re-boxing fee to ensure that we are able to package the item appropriately to survive return shipping. This fee varies based on the size of the item and packaging required.
Q. Can I cancel an order?
Yes, the order can be cancelled prior to shipping at no charge. We will issue a full refund. Orders that are cancelled after 72 hours from the date of order will be subject to a 25% restocking fee plus any shipping charges that may occur. Should you wish give us a call (902-225-7711) and we will do our best to minimize any charges or fees.
Q. What should I do if my shipment is damaged?
Immediately note the damage on the delivery receipt and email customerservice@thestudiowarhouse right away. Include a description of the damage, pictures of the damage, pictures of the box it was received in, the item number and your invoice number. Once we have this information we will begin the damage claim process. Please note damage claims must be made within 48 hours of receiving the goods and a signed delivery receipt, without notations of missing, damaged or incorrect item(s) represents your acceptance of the complete order in perfect condition,
Q. What should I do if the products are defective?
Our products are designed to last, and we stand by their quality.
We honour our manufacturer's warranty that covers defects in materials and workmanship. Warranties vary by manufacturer so please ask for the manufacturer’s warranty information before you make your purchase.
If you do have problems with your product please take photos or video that demonstrate the issue and describe the issue in as much detail as possible. Contact us right away work with you to determine the appropriate next steps. We will work to address the issue and ensure that the product is good as new. This may involve shipping you replacement parts, organizing repair, or a complete replacement (at our discretion).
Q. What kind of warranty is provided on your products?
We honour our manufacturer's warranty that covers defects in materials and workmanship. Warranties vary by manufacturer so please ask for the manufacturer’s warranty information before you make your purchase.
Contact us right away if you believe you have an issue that is covered by our warranty, and will work with you to determine the appropriate next steps.
Q. I have a question that is not answered here, can you help?
Of course! Feel free to get in touch with us by email, chat or phone and our team would be happy to help answer your questions. Our main customer service phone number is 902-225-7711