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FAQ

Product

+ Where are your products manufactured? Are you a manufacture or a reseller?

The 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. 

+ Why there is only 15 items on your website, do you have products other than those?

We have several furniture pieces in our product lines and while it may not be technically feasible to list all of them on our website, we have made sure that a handful of beautiful chairs were shortlisted by our in-house designer. They have based their choices on practicality, design and quality perspectives. We know how important it is that you find the RIGHT one, while not having to sift through hundreds of listings. Rest assured, we at Camellia are constantly updating and renewing our product offerings. To be informed of new additions, special offers and online sales, please sign up to receive emails from us.

There are 500+ items on our collective product list. Please do not hesitate to ask/email us if you cannot find the pieces you are looking for.

+ How is the quality?

We know and understand that poor quality is the worst that a company can offer. We at Camellia 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 highly 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 and payment

+ Is your website secure?

All user personal and financial information is kept highly confidential and encrypted at all times. We will never share your details with 3rd part 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 client’s personal information.

+Can I place the order over the phone?

Yes, absolutely! You can call us at 1-800-208-3443 and we will be happy to assist you in placing your order. Office hours are 9AM to 5PM, Monday to Friday Pacific Time.

+ What types of payment do you accept?

We accept the following typed of payment: Visa, MasterCard and AMEX, PayPal and Bitcoin.

+ Do you charge sales Tax and duties?

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

+ How much do you charge for shipping?  What are my delivery options?

To ship products to the US & Canada, we charge a flat fee of $79 (standard shipping) no matter how large your ordered product is. You will also have an option to upgrade from standard to white glove delivery for an additional $100.

Some of the smaller sized products may be shipped for a flat fee of $19 using standard courier services. This charge will be reflected at checkout. Deliveries to some remote areas in Canada and the United States may be charged extra.

  • Standard $79: 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 $179: Inside delivery/delivered to residence. The delivery team will bring your items into the room of your choice and will unpack them for you. They will not take the packaging material away as these may be needed in case of Returns.

+ How can I check the status of my order?

We normally ship furniture via our chosen courier, allowing us to track the shipment from origin to shipping address. The delivery service will contact you for an appointment.

For smaller items, we ship through a standard courier service, such as DHL or FedEx.

+ How long it will take to receive my order?

  • In stock item: 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, it takes 8-10 (pending customs clearance) weeks to be delivered.

+ Can I change my shipping address after I place the order?

Please contact us via email or phone 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 are not able to change the address for delivery. There will be an additional fee from the courier for re-delivery attempts.

+ Will I get a call when the furniture is going to be delivered?

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 local delivery partner. Appointments will be available generally between Monday to Friday 9AM-5PM, but your local delivery partner may be able to accommodate times outside of this slot. If the item you ordered is a small sized 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.

+ What happens if I miss my delivery appointment?

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.

+ Can you deliver my furniture after certain date?

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 the order accordingly.

+ Do you ship to Hawaii, Alaska, and Puerto Rico?

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.

+ Do you ship internationally?

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

Product Issue (shipping damage / defective) 

+ What should I do if my shipment is damaged?

Although such cases are rare, shipping damages do occur one in a while. We advise you to inspect your item upon receiving it for any damages. If you notice any damage, you must sign off with the carrier agent "Damaged Upon Arrival". Take pictures and describe the damage in as much detail as possible. If an item is structurally intact and usable, accept the item. If an item is structurally damaged and completely unusable, refuse the item. Email us at claims@camelliastory.com right away within 3 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 the 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.

+ What should I do if the products are defective?

We have a rigorous quality check practice in place to verify all items twice before it they are shipped out. However, life happens and there may be a rare case that an item with minor flaws gets shipped out.  In the unfortunate event that you face any problems with your product please take photos or video that demonstrates the issue and describe the issue in as much detail as possible. Contact us at claims@camelliastory.com right away and our claims staff will work with you to determine the appropriate steps.

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.  Note that all of our products come with a 3-year warranty period.

Returns, refund & Cancellation

+ Can I return my order?

Yes! You can return or exchange an item for any reason within 30 days of delivery.

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. We will refund the purchase price, less the cost of return shipping. Contact us at info@camelliastory.com to get more information.

+ If I decide to return my order, what happens next?

If you decide to return the item to us, please contact us to initiate the return process. You will be required to carefully 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 in perfect condition. Passing this check, we will process a refund less the return shipping charges. Refunds typically take between 5 and 10 business days to process depending on the credit card / banking establishment.

+ What happens if I no longer have the packaging for the item?

We strongly encourage you to keep your packaging for 30 days in case you decide you want to return your order.
You can still return your item, however we charge a reboxing fee to ensure that we are able to package the item appropriately to be shipped back accordingly.
This fee varies based on the size of the item and packaging material required.

+ Can I cancel an order?

Yes, the order can be cancelled prior to shipping at no charge. We will issue a full refund.
If you decide to cancel your order after your order has left our warehouse, we will issue a refund less our shipping fee.

Warranty

Version 1: Sometimes things happen that are beyond our control. If in the unlikely event, your item arrives in less than perfect condition please call us at 1-800-208-3443 or email us at service@camelliastory.com and we will be happy to assist you accordingly. 

+ What Does this Warranty Cover?

Manufacturing defects in the Camellia Story Furniture are covered under this type of warranty.

+ How Long Does The Coverage Last?

This warranty is in effect from the date of delivery and is valid for 3 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 comes loose from residential, non-commercial usage.

+ What Will Camellia Do?

For the 3-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.

+ What Does This Warranty Not Cover?

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 by Camellia Story Warranty. Strictly no exceptions will be made for Final Sale items.

+ How Do You Get Service?

Please email us at service@camelliastory.com and we will try our best to help you!

Showroom

+ Do you have a showroom?

Camellia Story Furniture is currently sold exclusively online. We are headquartered in Vancouver, British Columbia Canada. You are welcome to drop by from Monday – Friday 9am-5pm, Saturdays by appointment.

Trade discount

We do have trade discount offer for designers, please visit   ---- for more information.