United States and Canada:
To ship products to the US & Canada, we offer free shipping for orders over $1,000! 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 be charged extra.
- Standard Delivery: Delivery to ground floor / front door. Our delivery personnel will bring you 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: Flate rate $269, inside delivery / delivered to residence. The delivery team will bring your items into the room of your choice.
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 original 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 firstname.lastname@example.org to get more information.
Please check your parcel for damages, if any, upon receipt. To be certain there are no damages, you may open your parcel while delivery driver is still on location. If you see damages, it would be ideal to take a picture of the damaged box and item, and to report the damage on the BOL (Bill of Lading) or to reject the shipment altogether depending on the damage. Contact us immediately if this issue arises. Camellia Story cannot take responsibility for any damages if the above actions were not taken.
Policy for defective items:
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 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 email@example.com right away and our claims staff will work with you to determine the appropriate steps.
Actual photos of defect must be emailed to: firstname.lastname@example.org immediately after receipt of order.
** Please remeber to retain the original packaging! If the item is damaged, the packaging is considered as evicence 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 (please note a 20% restocking fee will be applicable). Note that all our products come with a 6 month warranty period.
* Camellia Story reserves the right to request return of the defective unit before sending a replacement. Defective unit must be properly packaged.