FAQs

Product

Camellia Story furniture is manufactured ethically in our own factory facility in China. This includes the OEM project for other brands (Please email us at info@camelliastory.com for more information). As has been our tradition, we always choose the best in class artisans for all of our products, which is why we have handpicked a few other select manufacturers as well. In addition to our own factory, we also work with manufacturers in Vietnam and Indonesia. Our company is compliant with all local laws and maintains strict criteria for ethical business practices and quality control. We carefully vet them to make sure they meet these criteria and we visit each of the factories on a regular basis to ensure that they continuously maintain the best quality standards.

We know and understand that poor quality is the worst that a company can offer. We at Camellia Story believe that true cost savings actually result from investing in high quality materials that go into constructing our furniture. All the materials used in our products are customized, not the generic variety that is available in the wholesale market. Take our foam for example; we choose the best foam available so you can be assured that it will not go flat or deflate after long-term use.

Ordering & Payment

All user personal and financial information is kept highly confidential and encrypted at all times. We will never share your details with 3rd parties for marketing purposes. The site uses SSL (Secure Sockets Layer) encryption technology to transmit orders over secure internet connections. We have all the security measures in place for this site to prevent loss, misuse and alteration of all our clients’ personal information.

Yes, absolutely! You can call us at 1-800-993-0903 and we will be happy to assist you in placing your order. Office hours are 9AM to 5PM, Monday to Friday Pacific Time.

We accept the following types of payment: Visa, MasterCard, and AMEX.

There is no tax applied for shipping orders to the US and currency charges and tax for an order is based on the shipping address. If the shipping address is in Canada, the card will be billed in CAD with provincial taxes even if the billing address is in another other country, ie: US.

Shipping & Delivery

To ship products to the US & Canada, we offer free shipping for orders over $1000!  For orders going to Alaska, Hawaii, and other US territories we will contact you with an actual freight quote prior to shipping.

 

* Deliveries to some remote areas in Canada and the United States may incur an additional fee.

 

   –    Standard delivery: Delivery to ground floor/front door. Our delivery personnel will bring your items to the front door or the closest possible ground floor location (such as the lobby). They will not go upstairs or enter the residence (due to liability reasons).

   –   White glove delivery: Flat rate of $269. Inside delivery/delivered to residence. The delivery team will bring your items into the room of your choice. 

Once an order is placed, Camellia Story will keep you updated on your order’s progress via e-mail updates. Tracking information will be forwarded to you once your order has dispatched from our warehouse facility. Feel free to contact us at 1-855-518-8800 or info@camelliastory.com and we would be more than happy to assist you with the progress of your order.

–   In-stock items: Once you place an order, your item is shipped within 3 business days from our warehouse. Depending on your location, it typically takes about 5-10 business days to arrive via ground shipping.

–   Not in-stock/custom item: After you receive a confirmation email from us, lead time is typically 8-12 weeks (pending customs clearance).

Please contact us via email (info@camelliastory.com) or phone (1-855-518-8800) to update your details. This can be done 24 hours prior to shipping your order. In the case that your shipment has already been dispatched, unfortunately you will not be able to change the address for delivery. There will be an additional fee from the courier for re-delivery attempts.

Yes. Once the shipment reaches your local area, the delivery service will contact you to arrange a date and time to deliver the product. The available delivery time slots will depend on the local delivery partner. Appointments will be available generally between Monday to Friday 9AM-5PM, but the delivery personnel may be able to accommodate times outside of this slot. If the item you ordered is small and is being delivered by a standard courier service such as FedEx or DHL, you will not be given advance notice of the exact delivery time. You can always track this shipment online to know when it will reach you.

Our local delivery partner will be in touch with you in the event of a missed delivery. You will be contacted for a re-delivery time. Extra charges may apply.

Yes, we would be happy to accommodate you in this regard. Once you have placed your order, please give us a call or simply reply to your order confirmation email and we can put the shipment on hold until otherwise stated by you. When you have a date ready, please contact us again with this information and we will ship your order accordingly.

Yes! However, there is an additional shipping fee that varies based on your location and size of the order. Please contact our customer service team to inquire about the additional fees.

We currently only offer standard shipping to addresses in Canada and the continental US.

Product Issue (Shipping Damage / Defective)

Although such cases are rare, shipping damages do occur once in a while. We advise you to inspect your item upon receiving it for any damages. If you see damages, take a picture of the damaged box and item and report the damage on the BOL (Bill of Lading). If an item is structurally intact and usable, accept the item. If an item is structurally damaged and completely unusable, refuse the item. Contact us immediately if this issue arises. Camellia Story cannot take responsibility for any damages if the above actions were not taken. Actual photos of damages must be emailed to: info@camelliastory.com immediately after receipt of order.

* Please remember to retain the original packaging! If the item is damaged, the packaging is considered as evidence in a claim.

Email us at info@camelliastory.com within 2 calendar days and we will take care of the rest. All shipments come with insurance, no matter the size of the order. If you refuse the whole shipment, including undamaged items, you are responsible for accepting the re-delivery of the undamaged items within 7 days, in addition to all costs associated with the re-delivery including but not limited to storage fees. As a solution, we will send out a new product, a replacement part, offer blemish discount, or offer local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive your product refund (a 20% restocking fee will be applicable).

Camellia Story reserves the right to request return of the damaged unit before sending a replacement. Damaged unit(s) must be properly packaged.

We have a rigorous quality check practice in place to verify all items twice before they are shipped out. However, life happens and there may be a rare case that an item with minor flaws or an incorrect item gets shipped out. In the unfortunate event that you face any problems with your product, please take photos or videos that demonstrate the issue and describe the issue in as much detail as possible. Contact us at info@camelliastory.com right away and our claims staff will work with you to determine the next appropriate steps. Actual photos of defects / incorrect items must be emailed to: info@camelliastory.com within 3 days after receipt of order.

* Please remember to retain the original packaging! If the item is damaged, the packaging is considered as evidence in a claim.

As a resolution, we will either provide you with a new product, a replacement part, offer blemish discount, or offer local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive your product refund (a 20% restocking fee will be applicable). All of our products come with a 1-year warranty period.

* Camellia Story reserves the right to request return of the defective / incorrect unit before sending a replacement. Defective / Incorrect unit(s) must be properly packaged.

Return, Refund & Cancellation

Yes, we offer a 14 day return policy. If you are not satisfied with your purchase for any reason, you may return it for a refund, however, a 20% restocking fee in the form of store credit will be applicable. Please remember to retain the original packaging until you are sure that you will be keeping the item. The item and packaging must be in brand new, resalable condition to be eligible for return. Items must be shipped securely in their original packaging, and you must contact us within 10 days of receiving your order. The customer is responsible for return shipping costs. Refunds will be issued less the cost of the return shipping and restocking fee (with the same method of payment as the original transaction) once the item is received in our shipping warehouse. Contact us at info@camelliastory.com to get more information.

If you decide to return your order, please contact us to initiate the return process. A 20% restocking fee in the form of store credit will be applicable.  Please remember to retain the original packaging until you are sure that you will be keeping the item. You will be required to carefully and securely package the item with the original packaging material. Our shipping partner will then contact you for a convenient time to pick up the return product. Once the item reaches our warehouse, it will be inspected to make sure it is in perfect condition. Passing this check, we will process a refund less the return shipping charges and restocking fee. Refunds typically take between 5 and 10 business days to process depending on the credit card / banking establishment.

We strongly encourage you to keep your packaging for 2 weeks in case you decide to return your order. You can still return your item, however, you will need to source new and secure packaging (ie: boxes, internal foam protection etc).

*Please note Camellia Story is not liable for any damage that may occur in transit.

   –   Please securely repack all returning items – Items must be shipped safely and securely

   –   The freight company will be requesting for photos of your packages once items are ready for pickup

   –   Items must be in brand new, resalable condition to be eligible for return

Yes, your order can be cancelled prior to shipping at no charge for in-stock items and a full refund will be issued. For all custom items, you can cancel the order within 6 business days at no charge. Otherwise, your refund will be reduced by a cancellation fee equal to 20% of the purchase price, which can be used as store credit for your next purchase. If you decide to cancel your order after it has left the warehouse, we will recall the shipment and issue a refund less outbound shipping costs and restocking fee of 20%.

Warranty

We at Camellia Story are pleased to offer an outstanding guarantee on all of our products! We proudly stand by the quality and craftsmanship of all our furniture pieces. We do not compromise on any of the procedures and follow a strict protocol to ensure that the quality of our products is maintained. Hence, to sustain our devotion to excellence, Camellia Story offers a 5-year warranty from date of delivery for metal or solid wood structural failures and a 1-year warranty on all factory defects and furniture parts.

 

Customer satisfaction is one of our key principles and we will work diligently to resolve any issues that should arise. This may involve replacement pieces, local repair options or a new replacement product (at the discretion of Camellia Story). Please note that the Camellia Story warranty policy is non-transferable.

 

Defects/blemishes resulting from negligence, accidents, maltreatment, acts of God (i.e. floods) or commercial use is not covered under the Camellia Story warranty. Please contact customer service should you have any inquiries regarding our warranty policy.

This warranty is in effect from the date of delivery and is valid for 5 years on metal or solid wood structural failures from residential, non-commercial usage. This warranty lasts for 1 year on any soft parts and workmanship-related failures. 

Examples of defects covered in the 1-year warranty:

   –   Threading

   –   Piping

   –   Buttons

   –   Rubber components

   –   Parts with glue as adhesive that come loose from residential, non-commercial usage

Defects/blemishes resulting from negligence, accidents, maltreatment, acts of God (i.e. floods) or commercial use is not covered under the Camellia Story warranty. Please contact customer service should you have any inquiries regarding our warranty policy.

For the 5-year warranty on metal or solid wood structural failures, Camellia Story will provide replacement part(s) at no charge with a lead-time of 8-14 weeks. The customer is responsible for any labor and/or shipping charges on the replacement part(s). For the 1-year warranty on soft parts and workmanship-related failures, including threading, piping, buttons, rubber components, and parts with glue as adhesive, Camellia Story will reimburse local repair charges under the conditions that: 1) The repair service quote is first approved by Camellia Story and 2) Camellia Story does not guarantee the work performed by the local repair service, and cannot be held to further compensation in the event of dissatisfactory repair work.

If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive your product refund (a 20% restocking fee will be applicable). All of our products come with a 1-year warranty period.

This warranty does not cover:

   –   Marble, leather, fiberglass, fabric, plywood

   –   Paint, veneers, foams and coating materials

   –   Camellia Story furniture that is not explicitly specified suitable for outdoor use is not covered for damage or defect from outdoor use 

Any problem that is caused by other abuse, misuse or an act of God (such as a flood) is neither covered. Consequential and incidental damages are not recoverable under this warranty. Coverage terminates if you sell or otherwise transfer the furniture. All items marked as final sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final sale items are exempt from regular store policy and are not covered under our warranty policy. Strictly no exceptions will be made for final sale items.

Please email us at info@camelliastory.com or call us at 1-855-518-8800 and we will be happy to assist you!

Showroom

Camellia Story furniture is currently sold exclusively online. We are headquartered in Vancouver, British Columbia, Canada. Please contact us to inquire about arranging a viewing by appointment. Our hours of operation are 9AM to 5PM, Monday to Friday Pacific Time.