GIVE THE GIFT OF CHOICE | SHOP GIFT CARDS

FAQs

CUSTOMER SERVICE

Our customers come first at Rainsford Company and all of our policies were developed with that in mind. If you can’t find the answer you’re looking for in the FAQs below  – we encourage you to contact us HERE

PLACING AN ORDER ONLINE

How do I set up an account?

Simply visit our Accounts page (little person icon at the top right of the homepage) and fill out the requested fields. You will receive a confirmation email to the email address you provided.

Why do I need to set up an online account?

An online account with Rainsford Company allows you to place orders quickly and easily, without the hassle of having to enter all of your personal information each time you visit. With an account, you’ll also be able to have record of all of your orders, among other things. Be assured, any information you provide to us is held in the strictest confidence and your privacy is guaranteed.

How do I place an order online?

Ordering at rainsfordcompany.com is fast, safe and available 24/7. After you’ve added items to your shopping cart, just follow the simple check out instructions and we’ll process your order right away. You can also put your items on hold by leaving them in your shopping cart to access at a later date.

What are my payment options?

We accept Visa, MasterCard, American Express, ApplePay, PayPal and ShopifyPay.

Is your website secure?

The security of personal information is of utmost importance to us. To find out more about the measures Rainsford Company has put in place to ensure a secure shopping experience, please refer to our Privacy Policy.

Do I get an order confirmation?

Upon placing an order with Rainsford Company, you will receive a confirmation of your order to the email account provided. If you did not receive an email, contact us and we’ll confirm your order right away.

SHIPPING

How long will it take for my item to ship? 

Our shipping times vary, depending on the contents of your order. 

  • Rugs - Subject to availability, rugs ship within 2-3 weeks of order. Please allow an additional week for delivery.
  • Décor - In-stock décor orders ship within 3-4 business days of your order receipt. 
  • Lighting - Subject to availability, lighting ships within 2-3 weeks of order. Please allow an additional week for delivery.
  • Mirrors - Subject to availability, mirrors ship within 2-3 weeks of order. Please allow an additional week for delivery. 
  • Art - Most art is made to order and ships within 2-3 weeks of order. Please allow an additional week for delivery.

Some of my items arrived, but not all of them. What’s up with that?

Shipments from a single order will be fulfilled in full, however, sometimes our items ship from different warehouse locations and may arrive separately. 

What are your shipping rates?

We’ve simplified shipping to make your shopping experience more enjoyable:

    • In Canada: All orders over $100 (CAD) before tax ship FREE*. For orders less than $100 (CAD) before tax, it's a flat rate of $10.00. (CAD). 
    • In USA: All orders over $150 (CAD) before tax ship FREE*. For orders that are less than $150 (CAD) before tax, it’s a flat rate of $25.00 (CAD).  

* Some exclusions apply (i.e. remote areas and large items)

    Where do you ship?

    • We ship across Canada and the continental USA from Toronto, Canada.
    • For shipments outside of Canada, customers are responsible for paying any additional shipping fees (i.e. duties, customs, etc.).
    • We do not charge sales tax outside of Canada.

      RETURNS

      What is your return policy?

      At Rainsford Company, we stand behind the quality of our products and we make things right if you are not satisfied with your purchase. Our shipments are carefully packed and inspected before leaving our premesis, but in the event you are not satisfied with your purchase, please follow the instructions below. We want your experience at Rainsford Company to be a positive one.

      • Within 2 weeks of receipt of delivery, we happily accept returns on goods in their original condition and within their original packaging.
      • All tags must be attached and original receipt included.
      • Shipping charges are non-refundable.
      • All rug swatch orders are final sale.
      • All clearance sale items are final sale.
      • If you wish to return lighting, rugs or mirrors, please review the return requirements below.
      • Once the return is checked and approved, we will issue the refund (as per our policies) using the original method of payment.
      • If you'd like to get in touch about a return, please contact us HERE.

      Do you pay for return shipping?

      Our customers pay for shipping costs on returns. 

      What are the requirements for returning rugs, lighting and mirrors? 

      • We only accept a return on non-installed items within 2 weeks of receipt of delivery.
      • The customer is responsible for return shipping costs and is subject to a 15% restocking fee for all returned rugs, lighting and mirrors. 
      • The fixture must be in the original packaging. This includes all original packaging materials and original factory information and paperwork.
      • The fixture/rug must be packaged exactly as it was shipped. Do not write or put any markings on the outside of the packaging. Any slight variation in the repackaging could cause the piece to be damaged in transit, making the return invalid.

        PRODUCT QUESTIONS

        Are your pillow covers machine washable? 

        For best results, we recommend dry cleaning all pillow covers. Our pillow covers can be carefully machine washed (cold water, lay flat to dry, iron inside out on medium heat if necessary) unless specified as dry clean only in the listing.

        Do you have fabric swatches available for Rainsford Company pillows and textiles?

        Not at the moment. We are planning to bring a swatch program to you soon!

        Do you have offer rug swatches for Rainsford Company rugs? 

        We offer 18" rug swatches for $50.00. Rug swatches are not available for all rugs. Rug swatches are final sale.

        What if I have questions about your products?

        Please contact us HERE. We will get back to you within 48 hours. 

        Do you offer a trade discount program?

        Yes, we do. You can find more information HERE

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