Shipping
Thank you for your recent purchase! Our shipping process begins once we receive your order confirmation email. Please note that all orders are typically processed and shipped within 3 to 5 business days, except on weekends and holidays. We'll keep you updated throughout the process, so you might receive another notification once your order has been shipped. Deliveries are made between 12 p.m. and 9 p.m. PST both week and weekends. To arrange a delivery date that works for you, we'll be in touch via email, phone call, or text message, using the contact information you provided during checkout.
Canada
We offer free delivery on orders over $1500 for products being delivered within Lower Mainland. However, please note that 'Out of Zone' deliveries to locations such as Vancouver Island and the Interior and other parts of Canada may require an extra charge.
Curbside delivery is our standard delivery option due to liability concerns. This means that your products will be delivered to the curb outside your home or business.
If you prefer inside delivery, we offer White Glove delivery for an additional fee starting at $250. This service includes delivery to the room of your choice by our delivery staff, as well as removal of packaging debris.
Please be aware that we have implemented additional safety measures in response to COVID-19 to protect both our customers and our teams. Depending on your location and regional health regulations, White Glove delivery may not be available. We recommend contacting us to inquire about delivery options before placing your order.
We at Pro Solace are committed to delivering exceptional service and flexibility to all our customers. Our delivery service is designed to exceed your expectations by not only ensuring the safe transportation of your products but also providing a comprehensive service to manage every aspect of the delivery process. Our goal is to provide you with a seamless experience that will leave you completely satisfied with our services.
United States/International:
For our customers in the United States or for international orders, shipping costs will be determined on a case-by-case basis. Please note that certain products may not be available for delivery to the USA. If you have any questions about shipping options for orders outside of Canada, please don't hesitate to ask.
When it comes to international shipping, the cost of transportation and delivery is covered by the shipping postage. However, any applicable tariffs and taxes that are imposed by the customs and revenue agencies in the destination country will not be charged by Pro Solace, and will be the responsibility of the customer. Please be aware that the cost of duties and international taxes will vary depending on the destination country and the classification of the products being purchased, as well as their place of origin or production.
If you choose to have Pro Solace clear customs on your behalf, the invoice for any applicable fees will be forwarded to you. Please note that your order will not be shipped until full payment for all fees has been received. We strive to keep shipping costs as low as possible for our customers, and we are committed to ensuring a smooth and hassle-free international shipping experience.
Delivery
Our company offers two options for delivery: white-glove service starting at $250 or a no-fuss delivery to your doorstep. For clients within Metro Vancouver, delivery is free of charge. However, for items outside of the 50 km radius, out-of-zone delivery starts at $199.
If you opt for our free shipping, our driver will contact you on the way to your home. Depending on the item, contactless delivery signature capture may be necessary. As per our policy, a person of legal age must be present to accept the delivery. Our drivers may also record the final position of the merchandise on camera. Please note that due to COVID-19, our delivery drivers may not be able to deliver to your home. We are following the health rules and policies put in place by our third-party delivery firms to determine whether delivery to your location is allowed.
Shipping Costs
We offer flat-rate shipping for all orders delivered to any location within Canada. Customers have the option to upgrade to white glove delivery for an additional fee. However, please note that some remote areas may incur an additional delivery fee. Our carriers will do their best to accommodate specific delivery requests for dates and times, subject to availability and routing. Shipping costs are calculated based on the prices listed on our website, prior to any discounts, promotional codes, and vouchers being applied.
Custom Order Guidelines
Our guidelines for custom orders require full payment upon placing the order. Once manufacturing has commenced, cancellation is not possible as all production expenses have already been incurred, and the bespoke order cannot be returned. Please note that the lead time for custom orders is estimated to be 12-16 weeks and does not include weekends or holidays.
This estimated lead time encompasses both the production and delivery of the order. However, in the unlikely event that the order takes longer than 30 weeks to complete, customers may cancel the order and receive a full refund of their deposit or specified compensation.
Please note that any requests for production revisions may incur additional fees. Our store policy states that all outstanding payments, including past-due bills and other charges, will be charged automatically to the customer's credit card.
The SOLACE Guarantee covers any flaws or damage to custom orders. However, buyer's remorse-related returns or refunds are not permitted for custom orders.
If the customer fails to pick up their order within 15 days of being informed of its readiness for shipping, warehouse storage fees will be charged. The non-refundable deposit paid by the customer will be forfeited, and Pro Solace reserves the right to determine how to handle the order's items if the customer cannot be reached by phone or email, is unable to accept delivery of the items, or is unwilling to do so after 15 days of Pro Solace's efforts to notify the customer of delivery.
Order processing time for furniture
Kindly note that the processing time for furniture orders may take longer than usual due to an increase in order volume and current security measures at our warehouses. Please allow up to 7 working days for your tracking page to deliver real-time updates in transit. We appreciate your patience as we prioritize the security of our clients and employees.
For orders that are in stock, the setup for shipping typically takes 24 to 48 hours. Once the delivery service creates a shipment order to pick up the goods, a tracking number is generated, and an email with the tracking number and other relevant information is sent within 2 to 4 business days.
When it comes to pre-orders and custom orders, the furniture is manufactured, unloaded, sorted, and subjected to a thorough quality check before being prepared for shipment once it arrives at our warehouse. This process usually takes between 9 – 11 weeks to complete. Please be aware that the expected lead time given in our "Custom Order Policy" is not included in the processing time for custom orders.
Service for Delayed Delivery
If you anticipate that you might not be able to receive your order at a particular time, please contact us at info@prosolace.ca before making your purchase so that we can discuss the possibility of delayed delivery. If you discover a delivery conflict after placing your order, please notify us before dispatch. We may be able to provide temporary storage, but please note that daily storage rates will apply. If you need to make changes to the consignee or delivery method, please inform us in writing at least five business days prior to shipment.
Please note that if we have attempted to notify you about the delivery for a period of 30 days and have been unable to reach you by phone or email, or if you are unable to accept delivery or refuse to do so, you will forfeit your order and any amounts paid. Solace will then be free to determine how to handle the products in your order.
Sales Tax:
In Canada, the applicable sales tax will be based on the province or territory where the order is being shipped. For orders shipped to the USA, sales tax will be charged for orders delivered to the state of California or as required by law.
Delays due to COVID-19:
We understand that due to our increased order volume, there may be some delays in delivery. Despite our best efforts to minimize these delays, the ongoing global pandemic has caused disruptions in the worldwide supply chain. As a result, your order may be impacted by factors such as port congestion, customs delays, limited shipping containers, and the global shipping crisis. We are doing our best to expedite your purchase and appreciate your patience during these challenging times.
Warranty
What Is Covered by This Warranty?
This guarantee covers furniture sold by Pro Solace that has manufacturing flaws.
What is the duration of the coverage?
We provide a guarantee that starts from the date of delivery. This guarantee applies to any structural defects that may arise from using the product in a non-commercial, home environment for a period of five years. Additionally, any soft components and workmanship-related issues are covered by this guarantee for one year. For example, threading, piping, buttons, rubber parts, and parts held together with glue are some of the components that are covered by the one-year guarantee in the case of any failures that occur during non-commercial, domestic use.
What Actions Will Pro Solace Take?
Pro Solace is committed to providing high-quality products and guarantees its furniture against structural failures involving metal or solid wood for a period of 5 years. In case of such failures, Pro Solace will provide replacement part(s) free of charge, with a lead time of 12-14 weeks. However, any associated labor or shipping costs will be the customer's responsibility.
For soft parts and workmanship-related failures, including threading, piping, buttons, rubber components, and parts with glue as an adhesive, Pro Solace offers a 1-year warranty. If repair services are needed during this time, Pro Solace will cover local repair costs, subject to the following conditions: 1) The customer must first obtain approval from Pro Solace for the repair service quote, and 2) Pro Solace cannot guarantee the work performed by the local repair service, and cannot be held responsible for further compensation in the event of unsatisfactory repair work.
What is Not Covered Under This Warranty?
Our warranty does not cover materials made of marble, paint, leather, metal finishes, cloth, fibreglass, foams, plywood, carpets, veneers, cushioning, or coating. Additionally, furniture manufactured by Pro Solace that is not specifically labeled as being suitable for outdoor use is not insured for damage or defects resulting from outdoor use.
Any issues resulting from misuse, abuse, natural disasters such as windstorms, floods, or freezing water that can cause the tubing to split and break, animal damage, burn marks caused by sunlight shining through liquid-filled glass, which can act as a magnifying lens, fading, staining, and mildewing of fabrics, compression of cushion fillings/fibre, and failure to take reasonable care of the furniture are not covered by this warranty.
This warranty also does not cover the re-making or re-stuffing of cushions, unless a manufacturing flaw is identified. Incidental and consequential losses are not recoverable under this guarantee. Furthermore, if you sell or move the furniture, your warranty coverage will end. Please note that the warranty is invalid if the goods are taken out of Canada.
How Can You Receive Service?
To receive service related to warranties, please send an email to info@prosolace.ca with any questions you may have. Kindly include your order number, a brief explanation of the issue you're facing, and any relevant images or videos of the product.
What Effect Does Provincial Law Have?
It's important to note that this guarantee provides you with specific legal rights, which may vary from state to state. You may also be entitled to additional rights based on your province or territory's laws.
Please be aware that Pro Solace reserves the right to modify or change the terms and conditions of this website, with or without prior notification.