CUSTOMER SERVICE - KARE Canada

CUSTOMER SERVICE

SHOP WITH US

As the COVID-19 situation continues to evolve, we reserve the right to make any necessary changes to the information below without prior disclaimer. We will continue to adapt our practices based on the guidelines established by the Public Health Agency of Canada and local authorities.

We have extended our return policy from 7 business days to 14 business days. Customers can obtain a full refund during this time period. After the 14-business day period expires, Customers will have 60 business days to exchange or obtain a store credit, on regularly priced products. For any inquires please email us at info@karedesign.ca.

 

IN OUR SHOWROOM

Shop in our showroom Monday to Friday from 12:00PM to 4:00PM and on Saturday & from 12:00PM to 5:00PM. Enjoy private shopping appointments or  a virtual showroom shopping experience Monday to Friday from 10:00AM to 12:00PM or 4:00Pm-6:00PM. To be book your appointment please email or call us.

 

For up-to-date holiday hours please contact us with any inquires or view our Google Page

We are a CASHLESS business. We accept American Express, VISA, MasterCard & Interac payment methods.

KARE  Design Toronto is a locally owned and staffed, German franchise and 1 out of over 100 KARE locations.

 

ONLINE REQUESTS

To request orders simply click the REQUEST button on the main product page to directly contact your desired KARE location. A member of our team will be in touch within 1-2 business days with a quotation and credit card authorization form to finalize your order. Alternatively, we would be happy to finalize your order over the phone during business hours. 

Interested in more than one product? Simply build a WISHLIST as you browse our site by selecting the heart ❤icon on each products page. When you are done shopping, your WISHLIST can be sent to us or downloaded by selecting the heart icon ❤at the top right of the webpage.

For a quick tutorial of how to navigate our website click HERE

PHONE OR EMAIL

Email us at info@karedesign.ca or call us at 647-350-5273. If possible, provide a link or product number. Our team is happy to assist with any inquiries.

 

SPECIAL ORDERS

KARE offers over 5,000 furniture, lighting and accessories options as you will see on our website. For products that are not in stock in our boutique style showroom a Special Order will need to be placed. Special Orders, once paid in full, are delivered to the showroom from our designers in Germany at no additional cost.

Our dedicated Logistics Manager will keep Special Order clients informed throughout the arrival process.  All products are carefully inspected for quality assurance before being given to customers. We also offer delivery options for an additional fee.

For specific product wait times, please contact us directly referencing the product name or product number.

FREQUENTLY ASKED QUESTIONS

 

ORDERING & PAYMENT

Q: Do I get a receipt after ordering?

A: Yes, we print or email all receipts and do not keep any credit card information on file. If you misplace your receipt you can easily request another copy if you have a profile in our system. Profiles can be created at time of purchase.

 

Q: How long does it take to receive my product?

A: MostIn stock products can be released as early as the same day. Special Order products are dependent on availabilityand canrange from 12- 16 weeks..  Purchases requiring delivery or shipping will be coordinated by our LogisticsManager at the earliest available date (1-5 business days in most cases) with express options available. We collectively work with our Customers to providea smooth product receiving process. Ift. If there are anyspecial requests,we will do our best to accommodate them.

 

Q: What is your return policy?

A: Full details can be found on our Return & Exchange Policy Page in the footer of the website. Please note we are adjusting our return policy accordingly with COVID-19 policies.

 

Q: I have an ongoing aftersales issue awaiting resolution. What should I do? 

Customers can contact us through Info@karedesign.ca to check on the status of any aftersales issue. We ask for your patience at this time as we work to resolve customer queries.

 

Q: Do you offer price adjustments?

A: No, prices are final and sale products are final sale. For news about promotions you can join our newsletter HERE

 

Q: Can I pick up my product in store?

A: Yes, you can pick up your product for freeas early as the same day if it is in stock. For large furniture and art pieces we require a minimum of 1 business day for quality control and thorough packing. Please present your receipt upon picking up your product. We are committed to providing a smooth process so if you have any special requests we will do our best to accommodate them.

 

Q: Can someone pick up my product for me?

A: Yes, you can contact the store prior to the pick-up informing the staff of who is picking up the product for you. This person must show a copy of the receipt and sign an acknowledgment form provided by the sales staff upon picking up the order.

 

Q: Does your store have parking?

A: We do not have our own lot however street parking is available within specific hours as set by the City and a Green P (Lot 106) parking lot can be found on the South West Side of Queen Street West & Augusta Avenue. For more details please contact us.

 

PRODUCTS

Q: How do I know if my product requires assembly?

A: If your product requires assembly you will see a wrench icon and download button on the main product webpage. We will also provide you with a paper copy of the instructions and any necessary screws with select purchases.

 

Q: Do your products have a warranty?

A: The majority of our furniture and lighting products carry a one year warranty (unless specified). This isvalid from the date you receive or take the product home. This guarantee does not cover normal wear and tear such as but not limited to: cuts, scratches, damage caused by impact or accidents, discoloration, shrinkage, fabric pilling, misshapen filling materials and stains. Products that have been stored, assembled or installed incorrectly, used inappropriately, abused, misused, altered, or cleaned using the wrong cleaning methods and/or cleaning products, are not covered by this guarantee. This guarantee does not apply if the product has been placed outdoors or in a harsh environment. This guarantee does not cover consequential or incidental damage. The original receipt is required for all claims and is non-transferrable.

 A copy of the warranty can be requested at time of purchase. For specific product inquires please contact us.

 

Q: Are all the products on your website available?

A: Yes, however, KARE Toronto is a boutique showroom and does not stock all of our 5,000 products. All items can be easily Special Ordered from our designers in Germany. New collection products often have a longer wait time than core collection products due to high demand. 

 

Q: How do I know if the product will fit in my space?

A: All product measurements can be found on the product’s page. We do also offer a free Room Designer App and augmented reality tools that enable you to virtually place the product in your space. To learn more about the Room Designer click HERE

 

Q: Do you offer design services?

A: Yes we offer our exclusive Design Lab service in house or virtually. You can learn all about it HERE

 

SHIPPING & DELIVERY

Q: Do you ship products?

A: Yes, we ship the majority of our products throughout North America. For a quotationor questions, please contact the store with your complete mailing address and product(s) you are interested in. We do not ship artwork or glass. Shipping fees are non-refundable.

 

Q: Do you provide delivery?

A: Yes, we deliver locally in Toronto. Rates start at $110 plus HST that include assembly and clean up with the exception of hanging artwork. For a delivery quotation please contact us with your complete address. Delivery fees are non-refundable.

 

FREQUENTLY ASKED QUESTIONS IN RESPONSE TO COVID-19

 

Q: Why have you closed your stores?

Shop in our showroom Monday to Friday from 12:00PM to 4:00PM and on Saturday & from 12:00PM to 5:00PM. Enjoy private shopping appointments or  a virtual showroom shopping experience Monday to Friday from 10:00AM to 12:00PM or 4:00Pm-6:00PM. To be book your appointment please email or call us. These hours are subject to change. For updates please check our Google Page or contact us.

These are extraordinary times, and our absolute priority is to ensure the health and safety of our customers and staff. Our doors are closed but our team is here to help online, email or by phone.

 

Q: Can I still return products to store?

It’s important to us that you’re happy with your purchase. While the store is temporarily closed, due to Covid-19, we are not able to accept returned products. Please consult with our Policy. It is important that you contact us immediately, so we can make a notation on your file to ensure you are within the 14-business day period*. (Extended policy period from 7 business days to 14 days due to Covid-19). Please contact us through info@karedesign.ca so we can assist.

 

Q: Do you still delivery even though your store is closed?

You’ll be able to have our products delivered directly to you and you will also be able to request a contact-free delivery.

 

Q: When will I receive my delivery?

Delivery lead-times are being affected due to operational constraints in our Logistic channels. Our aim is to keep customers informed wherever possible of any order delays. We thank you for your understanding and apologise for any inconvenience this may cause.

 

Q: Can you leave my product(s) on the porch or home garage?

We can do this but will ask that you are home. Our delivery team will contact you by phone to ensure you are aware of the delivery.

 

Q: It is safe to receive packages/ deliveries during the COVID-19 outbreak?

Yes. The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low. For further info please connect with the World Health Organization.

https://www.who.int/news-room/q-a-detail/q-a-coronaviruses

 

Q: Even though you offer contact-free delivery what measures is KARE Toronto taking during Covid-19 of there delivery and internal staff?

Prior to deliveries scheduled, both customers and staff have been asked to complete a health survey before coming to work. They must answer no to all 3 questions;

Just to protect each other, delivery or pick up, we would need to confirm that; 

1- Neither one of us has travelled in the past 14 days

2- Neither one of us is self isolation or in a household with anyone that is under self isolation

3- Neither one of us is currently being tested for Convid-19

If either party (customer or staff member) has answer yes, the delivery will need to be reschedule.We have been utilizing gloves when handling products and use a mask if team members are in close proximity to each other as guided by the WHO. If you have any additional questions or concerns, please let us know.

 

Q: I am not comfortable receiving my order through pick up or delivery, will you hold the product for me?

Yes! We can hold your product after purchase. Once the store has been authorized to be open by Local Officials, we will ask that you make arrangements to pick up the product for free or have your order delivered for a fee.

 

Q: I am self-isolating, what should I do with my delivery? 

If you or someone in your household are self-isolating, we kindly ask you to book a delivery slot after the isolation period has ended. If you already have a delivery scheduled during a period of self-isolation, please reschedule by contacting Josiec@karedesign.ca.

 

Q: I am self-isolating because I am part of the vulnerable group, but I feel fine, can I still have my goods delivered? 

If you are self-isolating, we kindly ask you to book a delivery slot after the isolation period has ended. If you already have a delivery scheduled during a period of self-isolation, please reschedule by contacting Josiec@karedesign.ca.

 

Q: I am self-isolating and cannot accept my delivery? 

Customers are contacted 1 day prior to delivery. If anything changes, we ask that you  please contact Josiec@karedesign.cato reschedule your delivery appointment immediately.