Frequently Asked Questions
Most frequent questions and answers
Why does it say 'shipping to be determined' at checkout or in your cart?
There is three reasons why you get this message:
- You did not add an address to the shipping fields yet.
- We have not added your location to our website shipping options calculator.
- It could also be a location that is not covered by True North Cargo.
Please make sure you have entered a shipping address, if you are located between Whistler and Chilliwack, you have added the correct address and still get ‘shipping to be determined’ at checkout or in your cart, please send us your postal code so we can add your location to our shipping calculator. If your shipping address is not covered by True North Cargo we will do our best to find a way to get your order to you which might take a few days
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@pinkcityimports.com.
Please note that returns will need to be sent to the following address:
#101 – 19057 25th Ave Surrey, BC V3Z 3V2
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not Canada, shipping your goods may take longer than expected.
You can always contact us for any return questions at info@pinkcityimports.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@premierfurniture.ca
Can I use my own shipping provider?
Yes. Choose ‘Pick up’ at checkout. We will then notify you when your order is ready for pick up.
Will you accept requests for custom pieces?
By all means email us with a request and we will do our best to bring it in for you.
How do I report a website issue?
You can send aemail using our online form on the contact us page. ‘Choose Website Issues’ as the recipient.
Where is your showroom?
We have a small amount of furniture on display in our warehouse as we are passing the savings on to the consumer by eliminating showroom costs.