Our policies have recently been updated to reflect allowances such as returns, delays and third party partner liability.
Added and amended policies will be indicated with a * below.
Please read carefully and stay safe! :)
Click any of the below headings or sub-headings for more information:
If your question was not addressed here, please contact us.
Returns are accepted within 14 days of the receipt of your order, as recorded by the shipment company’s delivery records, and will be processed as a store credit or exchange only, unless the product(s) have been listed as final sale and therefore are not eligible for returns.
In the case of damages, please be aware it can take up to 9-14 business days to receive a refund, as per our Transaction Processing terms determined by our service provider.
We are not accepting returns during the government-ordered lockdown and closure of non-essential businesses. Once this is officially lifted, you will have 14 days from the date of the government announcement (TBA) to do your return in person. All other terms and conditions of our return policy remain the same.
All returns must be approved in advance by Goodroom in writing. Please contact us in order to facilitate.
Once approved, customer must ensure return shipment is dispatched and will arrive at Goodroom within 14 days of the approval date, inclusive. The customer accepts responsibility for all costs for return shipment.
Exchanges will incur additional shipping charges and could incur additional customs duties, import taxes and tariffs fees from the customer’s respective port of entry, and will be the sole responsibility of the customer.
The customer will be responsible for any balance of the price of the new product(s), if the total exceeds the amount of the original purchase. If the price of the new product(s) falls below the original product(s) total, the customer will be issued a store credit for the remaining balance. See Store Credit for the terms and conditions of usage.
All items(s) must be returned in the original and unused condition with the original manufacturer’s packaging intact. The customer is responsible to ensure that the returned item(s) are well packed and insured for the full amount of the total value of the item(s).
The return order package is the customers’ full responsibility until it reaches Goodroom’s showroom address. Please ensure you keep all tracking codes and receipts as proof of return, until you have received confirmation from Goodroom that your return order has been received. In the case of lost or damaged returns, it is the responsbility of the customer to contact their shipping provider to file a claim, along with any subsequent follow-up.
If the return item(s) arrive damaged or not in re-sellable condition as per the return agreement, the customer will be subject to a restocking fee, or return approval being overturned, depending on the condition of the product(s) upon arrival. This decision will be made at Goodroom’s sole discretion.
If the product has not been returned within the set time period, it will be subject to a 40% restocking fee, or return approval being overturned entirely, depending on the length of time after the 14 days given to be eligible for a full return. This decision will be made at Goodroom’s sole discretion.
If the return approval is overturned due to the failed commitment of the customer to return the item(s) to Goodroom within 14 days of the approval, and the customer requests the item(s) in question to be re-delivered, the additional shipping charges and possible additional customs duties, import taxes and tariffs fees from the customer’s respective port of entry, will be the sole responsibility of the customer.
Goodroom is not responsible for a lapse in the 14 day returns period if the customer does not confirm an approved appointment time window with Goodroom and the showroom is subsequently closed during the time the customer visits or the customer does not arrive during the approved appointment time window.
Goodroom will make every reasonable effort to make available appointments during regular business hours that suit the customer.
Goodroom will issue a store credit, or you may exchange your item for another product(s). The customer will be responsible for any balance of the price of the new product(s), if the total exceeds the amount of the original purchase. If the price of the new product(s) falls below the original product(s) total, the customer will be issued a store credit for the remaining balance. See Store Credit for the terms and conditions of usage.
If the new product(s) are vintage or made-to-order products, it will be bound by the relevant Final Sale terms.
At this time we do not offer in-person returns.
You will be provided with a return address upon approval. Please ship via insured or certified post only, along with a printed copy of your returns approval notice.
Upon receipt of the return shipment, Goodroom will contact you by email to confirm your store credit or exchange. We are not responsible if returns are posted uninsured.
Store credit must be used within 90 days of the original purchase date. After this time period, Goodroom reserves the right to invalidate the credit for up to the full value. This decision will be made at Goodroom’s sole discretion.
Please contact us within a maximum of 24 hours after the your order has been placed if you require cancellation. After this time period, Goodroom cannot guarantee cancellation of the order. Once an order is fulfilled either in-house or by the product’s manufacturer, Goodroom can not cancel an order, with no exceptions, and will therefore be bound by our full Returns Policy and Final Sale terms.
All Goodroom Vintage, made-to-order and sale products are final sale, with no exceptions. This means expressly that Goodroom does not offer returns, exchanges or store credit for any item in either of these two categories.
Goodroom Vintage and made-to-order items will be clearly marked as such in the product description, and it is the sole responsibility of the customer to be mindful of the full product description and its’ terms and conditions prior to making a purchase. By purchasing any Goodroom Vintage or made-to-order items, the customer verifies that they have read, understood and accept all of Goodroom’s policies, terms and conditions.
Every effort will be made to depict the all of our products in the most accurate manner using photography and product descriptions. If you have any questions, please contact us prior to finalizing your purchase. We are always happy to provide more detail on any of our items.
Packing and shipping for domestic and international orders are fulfilled in-house by Goodroom, unless being dispatched directly from the manufacturer, which will be marked by a dispatch date of 4 weeks or more in the product listing.
Shipping rates are automatically set by our shipping providers and are based on package size, weight, value and originating and final destinations. Delivery times are based on the agreements made by Goodroom with manufacturers and shipping providers.
Goodroom always insures any shipped orders for the full retail amount, with the relevant shipping provider.
Though rare, expected product shipments from our vendors can become delayed, resulting in a delay in inventory dispatch. Goodroom will continue to do everything within reasonable means to mitigate any delays and work with vendors and service providers to ensure that timelines are kept to, as much as possible.
Goodroom is not responsible for any delays or arisen from or caused by any of its’ service partners.
Any in-stock items will be dispatched within 1-3 business days from our showroom in Toronto, Canada. In stock items will be marked by a dispatch date of 1-3 days. No orders are shipped on Saturdays, Sundays or holidays.
It is the customer’s responsibility to be mindful of the dispatch dates listed on each item upon purchase.
For customers who live outside of Canada or the United States, Goodroom has the right to refuse international orders, though we will always do our best to accommodate worldwide shipping within reason.
Customs duties, import taxes and tariffs are determined by the customs agency, within the destination country. Charges are not necessarily incurred, and an assessment of duties and taxes will be based on the value of the customer’s order and tax-free threshold, should it exist in the destination country, for goods imported into said country. These fees are collected by customs agent at the time of delivery and are the sole responsiblity of the customer, with no exceptions.
coviD-19 SHIPPING ALLOWANCES
Due to the affect that COVID-19 has had on the global trade market, all of our shipping policies are subject to change, and listed timelines be extended for any of our listed shipping timeline expectations. Due to the unfolding situation, Goodroom can not be held responsible for the failure of policy any of it's third party fulfillment partners during this time. This COVID-19 Shipping Allowance has an indefinite end date at the moment, and this policy will be updated to reflect a date in time when these allowances no longer apply.
Shipping for most oversized items including lighting, furniture and some artwork is quoted per customer.
If this is the case, this will be clearly indicated in the product listing, with a link to contact us via our shipping quote form.
Once a shipping quote is received by the customer, it is valid for 10 business days.
Goodroom is not responsible for any pricing discrepancies or variances in the final shipping costs, should the product(s) be ordered after the validity of the shipping quote has expired, or any of the information provided by the customer in the original shipping quote request is invalid, incorrect or has changed since the quote was generated, with no exceptions.
If an oversized item is purchased through our website without an accompanying shipping quote, a shipping quote will be sent to the customer within 1-2 business days.
If the shipping quote is not accepted and paid by the customer within 48 business hours after the quote is sent, your purchase will be automatically cancelled and refunded, unless the customer is arranging their own pickup-and-delivery provided by a third party company or service provider from the showroom (available for oversized in-stock and Goodroom Vintage only). All refunds are subject to processing times determined by our service partner, Square. Please see our Transaction Processing section for details.
If this is the case, please select Free Showroom Pick Up at the checkout and inform Goodroom in writing within 48 hours of completing your purchase online. Please see our policy section on Own Shipping, Showroom Pickup and Pickup Requirements.
It is the sole responsibility of the customer to be mindful of the full product description and its’ terms and conditions prior to making a purchase, including but not limited to, shipping, refunds and cancellation policies.
DISPATCH TIME VS. SHIPPING TIME
Please be advised that dispatch time indicates how long your product or order will take to prepare to ship. This varies based on whether the products in your order are in stock, on order, or made to order and will be listed in the product listing of each item on our website.
Our shipping time will vary based on the options provided to you in either our check out or shipping quotes. Please choose the shipping option that suits you.
Goodroom is not liable under any circumstances for delays or breach of contract that are due to force majeure. As long as a force majeure situation applies, Goodroom is exempt from its’ contractual and policy obligations. This also includes impacts due to the the current global Coronavirus pandemic, COVID-19.
Terms & Conditions
Goodroom is unable to accommodate requests for holds on any of our products. An issued invoice does not place an item on hold. An item is not sold until payment has been processed.
All vintage items are sold as is. By purchasing vintage items through Goodroom, the customer acknowledges and accepts the vintage condition of the product and is bound by Goodroom’s Final Sale terms.
We are committed to selling vintage in as best of condition as possible. Some vintage pieces show signs of wear consistent with the age of the item. The condition of each individual vintage item can vary accordingly and are sold as is, with no exceptions.
We are always here to provide more information, should you require it!
Please measure your space and ask as many questions as necessary prior to purchasing.
Goodroom is happy to provide additional photos, videos, or details of any vintage item(s), please contact us here.
We attempt to make our product descriptions as accurate as possible. However, with the exception of Goodroom Vintage, Goodroom does not warrant that product descriptions provided by third party vendors, brands and manufacturers are accurate, complete, or current.
We are always happy to provide further information on any of the products we carry, please contact us if you have any questions prior to finalizing your purchase.
Goodroom processes all transactions using Square.
Refunds are processed within 2-7 business days. Once the refund is processed and sent to the customer’s card issuing bank, it can take another 2-7 business days (depending on the bank’s processing speeds) for the refund to post to the customer’s account.
In total, it can take 9-14 business days for a customer to receive a refund.
Goodroom is not responsible for any failures of breaches of policy by any of its’ service partners.
coviD-19 Transaction Processing ALLOWANCES
Due to the affect that COVID-19 has has on the global trade and banking operations, all of our transaction processing policies are subject to change, and listed timelines be extended for any of our listed timeline expectations. Due to the unfolding situation, Goodroom can not be held responsible for the failure of policy any of it's third party fulfillment partners during this time. This COVID-19 Transaction Processing Allowance has an indefinite end date at the moment, and this policy will be updated to reflect a date in time when these allowances no longer apply.
Goodroom is not liable for any harm or damage caused by any products themselves or any use of its’ products, including but not limited to Goodroom Vintage and all of the designers, brands and manufacturer’s represented by and sold through Goodroom.
Some smoking accessories may only be purchased by customers of legal age under federal, provincial, and local law. By browsing or purchasing any such accessory, the customer verifies that they are of legal age in the country in which they reside. Goodroom is not responsible for breach of any laws in any country should an under-age customer purchase, own or use a product protected by age-restricted laws.
CURRENCY, TAXES, CUSTOMS AND BROKERAGE
All of our prices are listed in Canadian dollars and are legally subject to Canadian Harmonized Sales Tax at 13% of the total sum or your order.
If you are outside of Canada, the financial institution connected with your chosen method of payment will be responsible for determining the final amount as converted to the currency in your country of residence.
Goodroom is not responsible for any administration, currency conversion or banking fees related to the facilitation of the transaction by the financial institution connected with your chosen method of payment.
All relevant customs and brokerage fees are the sole responsibility of the customer, and will be determined by an authorized third party at the port of entry of the customer's country border. Please be advised that we do not warehouse any of our inventory that is classified as 'Furniture', other than our 20th C Vintage collection, and any items purchased within this category could incur customs and brokerage fees for orders. If you have any questions or need clarification on whether this applies to your potential order, please get in touch here prior to purchasing.
All names, brands and logos and content on goodroom.ca are the property of Goodroom and it’s vendors respectively, and can only be used with the express permission from Goodroom or the content’s owner.
If you have any questions about ownership or content of any images, graphics, copy, icons, videos or audio files displayed on this site please contact us.
Goodroom is 100% committed to data protection.
Goodroom collects your data, with your consent, from our website in accordance with the General Data Protection Regulation (GDPR).
PERSONAL IDENTIFICATION INFORMATION
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the site, place an order, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.
NON-PERSONAL IDENTIFICATION INFORMATION
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.
Goodroom collects cookies from our website in accordance with the GDPR. By visiting, using and purchasing from Goodroom’s website, the user consents to this data being collected and stored within the legal framework of the GDPR.
Cookies are small pieces of data stored on a site visitor's browser. They are typically used to keep track of the settings users, visitors and customers have selected, and actions they have taken on a site.
To provide and enhance a great experience for Users
To identify your registered members and to personalize User experience
To monitor and analyze the performance, operations and effectiveness
To ensure our platform is secure and safe to use
If a user follows a link from our Site to a third-party website, the user should be aware that they may pick up additional cookies that are beyond Goodroom’s influence or responsbility. It is up to the user to check the cookie and privacy policies of any external websites.
USE OF COLLECTED INFORMATION
Goodroom may collect and use Users personal information for the following purposes:
To run and operate our Site
To display content on the Site correctly
To process payments
We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
To send periodic emails
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.
Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.
We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.
ELECTRONIC + POSTED MAIL
If User decides to opt-in to our mailing list, they will receive emails and possible posted mail that may include company news, updates, related product or service information, etc. The user can opt-out or change their information anytime by contacting us.
CHANGES TO THIS POLICY
ACCEPTANCE OF TERMS
By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.
Goodroom is under no circumstances responsible for any failures of breaches of policy by any of its’ service partners, with no exceptions.
Please view the available privacy policies of all of our third party service partners and providers here:
This document was last updated on July 27, 2020.