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Customer Service

Please review the following rules that govern Dwell Living.  

We reserve the right to update or modify these Terms & Conditions at any time without prior notice to you, and your subsequent use of this Website and any in-store purchases signifies your agreement to follow and be bound by the then-current Terms & Conditions.  



Entire Agreement 

These Terms & Conditions constitute the entire agreement between Dwell Living and you, regarding the subject matter of this agreement, and supersedes all prior communications, whether electronic, oral or written between Dwell Living and you regarding such subject matter.  



These Terms & Conditions shall be deemed severable. In the event that any provision of the Terms & Conditions is determined to be unenforceable or invalid, such provisions shall nonetheless be enforced to the fullest extent permitted by applicable law, and such determination shall not affect the validity and enforceability of any other remaining provisions.  


Governing Law 


In the event of any claims made by the customer against Dwell Living, the customer agrees that such claims shall be undertaken and heard in the City of Vancouver, British Columbia, Canada.  


Privacy Policy 


Dwell Living is committed to respecting your privacy through the protection of your personal information. Our collection of personal information is limited to what is reasonable under the circumstances and your information will only be used for the purpose of selling and delivering products to you.  


Additional Terms 


Dwell Living reserves the right to: limit quantities, refuse orders, and/or cancel orders in its discretion, including, without limitation, if Dwell Living believes that customer conduct violates applicable laws or is harmful to the interests of Dwell Living or any third parties. 




Payment Methods

Online purchases: PayPal, Visa & MasterCard 

In Store Product Purchase: Debit, Visa & MasterCard 

Construction: Cheque, e-transfer or debit 




Colour of Products 


We have made every effort to display as accurately as possible the look and color of products appearing on our website through our presentation samples & materials within our showroom. However, as the actual colors you will see depend on your monitor and showroom samples, we cannot guarantee your monitor’s display of the color or material samples will be accurate.  


A customer’s signature on an invoice denotes acceptance of merchandise or services as chosen by the customer, including the style, color, fabric and wood finish of furniture. Please note, with natural products such as wood or leather, some imperfections can be expected. These are not considered a defect and add to the uniqueness of the product.  


Cut Yardage 

Cut-yardage orders cannot be cancelled, returned or exchanged as they are final sale. Please visit our store for cut-yardage orders. Be advised payment is required at the time of purchase.  






For FedEx deliveries that are damaged in transit, please contact our customer service team immediately instead of refusing the package at 604-893-7773 or If damages are reported within 7 day of FedEx deliveries, we can file a claim on behalf of the customer and work to quickly resolve the issue.  


Customers who sign for delivery and do not notate “damage” assume responsibility if merchandise is damaged. If the product itself appears significantly damaged, you may refuse delivery. Please notify Dwell Living of refusal, so we can anticipate the return and send out a new item.  


Dwell Living will replace the damaged or defective goods for no additional charge. Failure to follow return procedure for the damaged item may result in a charge for the free replacement item.  


Please note that returned items found to be in good working condition or shipped as ordered may not be eligible for a refund. In such a case, Dwell Living, will email you for your decision on whether to ship the item back to you at your expense or issue a refund with a 50% restocking fee and store credit.  


Delivery Charges 


We offer furniture delivery on applicable products and orders. Our custom shipping fees are dependent on order volume and location. Upon purchase completion & request of delivery, a Dwell Living representative will e-mail with your delivery quote. Please be advised this process can take up to 24 hours. 


About Estimated Shipping Times  


At Dwell Living, we do our best to provide you with accurate shipping times for our products. These times are only estimates. You will receive an email within 48 hours of when your order was processed with approximate delivery times.  


The “Ships In” time is provided to Dwell Living by each manufacturer and is an estimate of the average number of business days it will take the manufacturer to process and ship your order from their warehouse. These shipping times are not a guarantee. If you have a time sensitive project, please call customer service at 604-893-7773 and arrange expedited shipping.  


Dwell Living is not liable for costs associated with shipment delays.  



Return Policy  

All custom orders, sale items and services are FINAL SALE. Product purchases are refundable within 7 days of purchase with receipt. Refund or exchange will not be offered on items showing sign of wear and tear, altercation or damage through normal use. If you discover concealed damage, you have 24 hours to report it. You may report it by calling 604-893-7773 or emailing  Please refer to our website,, for full disclosure.  


Non-refundable Fees 


All shipping and handling fees are non-refundable. The customer is responsible for any required return shipping and return pickup fees.  


Damaged & Defective Goods Policy 


Please report damaged or missing items within 24 hours of delivery by calling 604-893-7773 or via email at  


At Dwell Living, we understand that a product may get damaged in transit or, on occasion, there may be a manufacturer product defect. Rest assured, we will stand behind you during this process and make sure we do everything we can to bring it to a satisfying and timely conclusion – at no expense to you.  

Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify Dwell Living of defective or damaged merchandise within 24 hours of receipt.  


Cancellation Request 


IF you would like to cancel an order that has not been shipped from the manufacturer, contact customer service at 604-893-7773.  

We will then submit a request to the manufacturer for cancellation. Shortly after, you will receive an email acknowledging your cancellation request followed by another email either confirming the cancellation or stating we were unable to cancel.  Please allow up to 72 hours for confirmation of cancellation.  


Please be aware that some items may have already shipped from a manufacturer and may be in route to the distributor for final shipment to you. In such a case, cancellation fees apply. Once an order has already shipped, it cannot be cancelled, rerouted or redirected.  


Items on Back-order 


If you are cancelling an order due to backorder, we recommend you first call our customer service department to verify the accuracy of the date before making your final decision. There are times when manufacturers have stated items as backordered, only to find that they have already shipped or are going out the next day. On the other hand, if the item is truly unavailable for an extended period, we sincerely apologize for the delay. Please understand that we work with a great many suppliers and are somewhat at their mercy to provide up-to-date stock availability information.  


Please note that since a cancellation request is time sensitive, do not email or leave voice messages regarding your intention as it may slow down the process. It is important that you get a hold of a customer service representative directly at 604-893-7773.  Dwell Living will e-mail you upon receiving your inquiry. The manufacturer will be subsequently contacted, and a decision will be made and communicated to you in a timely manner. 


How do I care for my furnishings?  


Looking after your furnishings can greatly extend their life and give you many more years of pleasure to come. Always follow any specific instructions provided with your purchases, if included. When purchasing custom fabric upholstered pieces, be sure to check the cleaning code of your fabric.




Payment Methods
Returns Policy
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