Frequently Asked Questions.
Here are some common questions about Royal Wicker.
Do your prices include shipping?
What is your return policy?
We want you to be completely satisfied with your purchase – Please contact us if you experience any issues with our products and we will try our best to make sure you are happy with your purchase. In an effort to keep our prices low while still offering a wide variety of customization options, we currently do not accept returns. Exchanges may be considered on a case-by-case basis within 14 days of delivery. Additional shipping charges will be at the expense of the customer.
Exchanges must be provided to us in their original condition and in their original packaging complete with all tags, instructions, and inserts. Exchange is subject to inspection of the products being returned.
How much is shipping & where do you ship?
We have are able to ship Canada wide with some great rates. As our products are fully customizable, shipping is calculated manually. Your order is not final until you have been informed of the shipping cost. Our warehouse is located in Winnipeg, Manitoba.
What type of warranty is provided?
One Year Limited Warranty. All our products are backed by a one-year limited warranty. The warranty confirms to the original buyer that this item is free from material and workmanship defects as of the date of purchase, and that it will remain as such under normal use and proper care, for one year from the date of purchase. Should a frame deficiency occur within one year from the date of purchase, we will repair or replace the defective piece at our discretion. In such case, we reserve the right to make substitutions with similar merchandise should the model, parts, or color in question no longer be in production.
Shipping Damage. All shipping damage must be reported on the Bill of Lading at the time of delivery, or pick up by the customer to ensure a proper claim can be made. If damage is noticed, please note before signing Bill of Lading and if possible, take pictures of cartons and damage before unwrapping. Only sign Bill of Lading after all damages have been noted. Damages must be reported to Royal Wicker within 72 hours of delivery. Pictures must be provided indicating the location and severity of the damage.
Minor Damage. Minor damage is defined as nicks or scratches in the paint, wicker, rattan, or components that do not exceed 2 cm in length. The one year limited warranty and shipping damage policies are not applicable in the event of Minor Damage. In the event of issues, please contact Royal Wicker, providing photos and proof of purchase, and we will discuss possible solutions.
WARRANTY IS VOID FOR ANY OF THE FOLLOWING CONDITIONS: 1. Normal wear and tear (fading of fabrics/upholstery material is considered normal wear and tear). 2. Improper maintenance or improper use of product. 3. Any product modifications by dealer, consumer, or other 3rd parties 4. Minor variations or differences between website images and product received. 5. Furniture used for non-residential purposes (i.e industrial, commercial, institutional, or rental use). 6. Damage incurred during transportation. (If shipping damage is discovered, you must contact Royal Wicker within 48 hours of receipt of the product or this warranty will be void). 7. Damage incurred during assembling or maintenance. 8. Damage incurred by acts of God, accidents or abuse.
What are the rules for your ‘Get Ready for the Sun’ contest?
We are giving away one (1) 10 foot Cantilever Umbrella to the winner of the contest. The contest runs from March 18, 2017 to May 31, 2017 Midnight CST. The winner be selected through random from the eligible entries received during the contest period. The winner be contacted within 5 business days of the contest close date.
Entries into the contest will be given as follows:
- Each subscriber to our newsletter at the time of the contest deadline (2 entries).
- Each comment received on our official Facebook contest post. Limit one entry per Facebook profile.
- Each ‘Like’ received on our official Facebook contest post. Limit one entry per Facebook profile.
- Each comment received on our official Instagram contest post. Limit one entry per Instagram profile.
- Each ‘Like’ received on our official Instagram contest post. Limit one entry per Instagram profile.
- Each Facebook profile which ‘Shares’ our Facebook or Instagram contest post. Limit one ‘share’ entry per Facebook profile.
The prize is a 10ft Cantilever Umbrella (valued at over $350). The winner may select from our in-stock umbrella colors or place a special order from the available colors in our catalogue. In the event the umbrella is special ordered, winner will receive product at a later time once it is available. No substitutions or cash equivalent prize is available.
Royal Wicker will provide free delivery within Winnipeg & surrounding area (up to 150km). If the selected winner is not within the defined delivery area, the winner will be required to pay for all shipping costs. Sorry, we cannot ship outside of Canada.