Satisfaction Guaranteed!
Returns & Exchanges Policy
At Celestial Merchants, your satisfaction is our top priority. If an online purchase is not quite what you expected, we are here to help make it right.
You may return or exchange most items within 30 days of receiving your shipment, provided they are in their original packaging and in resalable condition.
Important Exceptions:
We cannot accept returns on sale items, reproducible materials, or select custom and special-order furniture and carpets.
Prior Authorization Required:
Please do not send items back without reaching out to us first. Give our team a call at 825-771-1999 or email us at info@celestialmerchants.com to authorize your return.
Damaged or Defective Items:
If your order arrives damaged or has a manufacturer defect, please contact us within 24 hours. We will quickly assess the situation and take action to file a freight claim or replace your product under warranty.
How to Return or Exchange an Item
Once you have received authorization, you can process your return using one of the following two options:
Option 1: Visit Celestial Merchants Sampling Room
For a quick and easy process, you can return or exchange website purchases at our Sampling Room location.
- What to bring: Please bring the item (in its original packaging, if possible), your original receipt, and the reason for your return.
- Refund details: Let our team know if you prefer an exchange or a refund to your original Payment Method. Please note: original shipping charges are non-refundable.
- Oversized items: Large orders involving furniture or carpets require prior authorization before being brought in. In some cases, our on-site associates may need to forward these items to our head office for assessment before a store credit or refund can be issued.
- Sampling Room Address: 9814 44 Ave NW, Edmonton, AB T6E 5E5. Please note that visits are by appointment only, available Monday through Friday from 10:00 AM to 4:00 PM. Contact us to schedule your return.
Option 2: Mail to Our Head Office
If visiting a Sampling Room is not convenient, you are welcome to ship your return directly to our head office.
- Call ahead: Contact our customer service team to ensure your item is eligible for a return.
- Pack securely: Wrap the item safely in its original packaging. Enclose a slip of paper inside the box with your order number and the reason for the return.
- Ship your package to:
Celestial Merchants Head Office
9622 42 Ave NW Unit # 313
Edmonton, AB T6E 5Y4 - Protect your shipment: For your peace of mind, we highly recommend using an insured and trackable shipping carrier, such as Canada Post, Purolator, UPS, or FedEx.
Processing Time: Once we receive your package, we will send you an email confirmation. Please allow 7 to 10 working days for us to process your return, and up to one full billing cycle for the refund to appear on your credit card statement.
Furniture & Special Order Returns
Buying furniture is a big decision! To ensure a seamless experience, we highly recommend measuring your space carefully before ordering to guarantee your new purchase is a perfect fit for your environment.
- Pre-Authorization: All furniture and special orders require approval prior to returning. Authorized returns must be in their original packaging and in resalable condition.
- Restocking Fees: A 25% restocking fee may apply to returned special orders. This fee also applies to special orders that are already being processed by our vendors and can no longer be canceled.
- Non-Returnable Items: Under certain circumstances, furniture may be final sale. This typically includes custom-colored tables and chairs, or unique items we ordered in specifically for you. All furniture returns are processed at the sole discretion of Celestial Merchants.
If you have any questions regarding our furniture return policy or need help with a cancellation, please call our head office at 825-771-1999 or email us at info@celestialmerchants.com.
Retail Store Purchases
For items purchased in our retail stores, items in their original packaging, in resalable condition, can be exchanged or refunded in store within 14 days. All clearance, red tagged, and discounted items are final sale and not eligible for return.