Frequently Asked Questions

Your order is being shipped. Please allow 2-3 business days for the carrier’s website to be updated.

If there has been no change for more than 4 days, please contact us via the online chat service on our website.

This may happen when an incorrect email address is entered when placing the order. Please contact us via the online chat service on our website so that we may update your email address and send you the order tracking information.

Ensure that only the last name used when placing the order is entered in the Track My Order form.

Most of our products are in stock and are ready to ship. The shipping process for in-stock items begins once the items have been secured on our end and once your payment has been authorized. Most items should be ready to ship within 3 business days. If the items need to be transferred from a secondary warehouse, it may take up to 7 business days.

We work hard to provide the most accurate shipping timeline at the moment of your purchase based on all available information. Changes may occur due to factors beyond our control, such as supplier delays or availability issues. As soon as our systems alert us to any changes, we take steps to update you.

• You can find out if any item is in stock on the product page, it will indicate the availability of each item and also provide you with an estimated shipping delay. If a product is out of stock, this information will also be reflected on the product page along with a time estimate of when we will be receiving more stock.

• Be advised that any items(s) in your order that has shipped from different locations may arrive in one or more packages on different dates, You will receive an email confirming each shipment, with applicable tracking information for each package

• We do not offer the option to delay your order for shipment once it has been placed.

• We are not able to ship one order to multiple addresses. You will need to place two separate orders. If you need assistance in placing your order, please contact our Customer Care Team.

• Until further notice, our website is currently only accepting Canadian orders and deliveries. For more information, contact us.

• You sure can! If you would like to place an order in-store, ask any of our knowledgeable store associates and they will prepare the transaction and delivery method with you on the spot.

• A delivery surcharge applies to products that are subject to different shipping conditions and services. Some may be eligible for free in-store pick-up; others, such as mattresses and large pieces of furniture or chairs, will have specific delivery options that are outside of standard shipping fees. For more details, contact our Customer Care Team.

  Did you know? All home deliveries are now contactless and our delivery teams will leave the product right at your door. If you live in an apartment building or condominium, and we can’t reach you via your buzzer or concierge, your items will be delivered at the building lobby/entrance.

  Small oversized items are subject to an additional $10 shipping surcharge on top of standard shipping rates or costs for shipping to remote areas. Enter your postal code at checkout for applicable rate in your area.

  Large oversized items are subject to an additional $39 shipping surcharge on top of standard shipping rates or costs for shipping to remote areas. Enter your postal code at checkout for applicable rates in your area.

  Delivery on very large items can be subject to a $90 flat rate delivery or a custom shipping quote. We will contact you with the best rate in these particular cases.

  NOTE: Mattress and headboards are exempt from these rates. You will be contacted by our delivery department to schedule an appointment.

• Orders shipped to Canadian Territories, remote or rural areas have a flat delivery fee. For shipping to certain remote or rural areas, additional shipping surcharges may apply on top of the flat rate. If this is the case, these shipping surcharges will appear upon entry of your postal code at checkout.

  Northwest Territories:	$50 flat-rate per order
  Yukon:	$50 flat-rate per order
  Nunavut:	$75 flat-rate per order

  NOTE: All orders with an oversized product will require a shipping quote. Free Shipping does not apply at any time to these Territories.

  Flat-rate shipping fees for rural areas and territories are also not applicable on oversized items, such as certain furniture and over-dimensioned products that cannot be shipped by regular courier. Please consult oversized delivery options below or please contact our Customer Care Team.

  *Please note that free shipping promotions do not apply to previous purchases, pending orders, to certain rural areas and territories (as mentioned above) and oversized items.

Did you know? All home deliveries are now contactless and our delivery teams will leave the product right at your door. If you live in an apartment building or condominium, and we can’t reach you via your buzzer or concierge, your items will be delivered at the building lobby/entrance.

Shop online and skip the shipping fees! Get your order the same day with our in-store.

• 1. Place your order online and select the “Buy Online Pick Up In-Store” option at checkout.
  2. When your order is ready, we will send you an email when your order is ready for pickup. Kindly verify your junk mail folder as well for this email.
  3. Upon arrival at the store, you may pick up your order from the customer service counter inside.

NOTE: Please have your photo ID and order confirmation number ready as it will be required to claim your order.

• You will receive an email (normally within the same day) advising you that your order is ready for pickup. If you do not receive it, please check your junk folder or spam filter. Should there be any additional delay to pick up your order, we will notify you via email.

• If you have not yet received an email, you may contact our Customer Care Team.

• You are the only person who is authorized to pick up the order. If someone else should need to pick up your order, you will need to receive authorization from the store prior to pickup. Should the store grant authorization, please ensure that person brings their photo ID, as well as a copy of the order confirmation email.

• All orders for in-store pickup will be held for up to 30 days from the time the order is ready for pickup. After this time, if not picked up yet, your order may be cancelled for a credit note. You may then contact customer service if you need further support.

• Yes, absolutely. If you wish to cancel your order, you can get your refund in-store or contact our Customer Care Team.

• If you wish to change your pickup location, we will need to cancel your existing order and place a new one with the correct store location. Please contact our Customer Care Team.

• This option is not yet available. If you wish to proceed and have some items shipped and some picked up in store, you will need to place two separate orders.

• Go to the checkout page to check in-store available at your preferred location. If your items are not available, please contact our Customer Care Team.

  Did you know? All home deliveries are now contactless and our delivery teams will leave the product right at your door. If you live in an apartment building or condominium, and we can’t reach you via your buzzer or concierge, your items will be delivered at the building lobby/entrance.

  NOTE: Since your items may not be available at your chosen pickup location, your order will not be ready within the same day as we will then need to locate and have the item transferred to your chosen store.

• We understand — it happens! If you’ve changed your mind after placing an order, we’ll do our best to assist you with a cancellation.

  Please note:

  • Orders can only be cancelled if they have not yet shipped.
  • Once an order has been shipped, it can no longer be cancelled.

  However, you may still be eligible to return the item once received, depending on our Return Policy.

  To request a cancellation:

  Please reach out to our Customer Care Team. Have your 8-digit order number ready, which you can find in your order confirmation email.

• If you haven’t yet completed your order, it is still possible to edit the order. But after it has been placed, you can’t change the order. To cancel or place a new order, please contact our Customer Care Team.

30-DAY RETURN POLICY

• We gladly accept returns or exchanges at any of our store locations for up to 30 days after receiving your order. Products can only be returned if they are unused, in perfect condition and in their original packaging, along with all the original documentation, parts and accessories. Special orders and final sales are non-refundable and non-exchangeable. For more details, please read our Return Policy. Refunds are made with the same payment method used for purchasing the product.

  REQUEST A RETURN

We are sorry that your order arrived damaged.

• For all return and exchanges requests, please visit our Shipping & Returns page and select Returns in the left menu. There, you will find all the details on the procedure and the return authorization request form.

  As this is a damaged order, you will be asked to provide a photo of the condition of the box and the product.

  Once you have entered your request, you will receive an email with instructions. If the item was damaged during transport and you meet the notification deadline, you will not have to cover any return postage costs (subject to customer service approval).

  If the item is defective and is subject to the manufacturer's warranty, it must be addressed directly with the manufacturer.

  If you need assistance, feel free to use our online chat service, or visit our Customer Care page for different ways to reach us.

• Special orders and final sales are non-refundable and non-exchangeable.

• Gift Cards are final sales in-store and on-line.

• For inquiries regarding an active Gift Registry, please get in touch with your Registry Consultant or visit your nearest store.

• Yes, items purchased through Instacart may be returned for in-store credit 30 days from purchase.
  For more information about Instacart policies and procedures, visit the Linen Chest page of the Instacart website.

• Normally, international returns are accepted if they respect our Return Policy. However, for the time being, we are not currently accepting order or returns/exchanges internationally.

• We offer two simple ways to return your order:

• 1. In-Store – You can return your order in-store for an exchange or refund. All products can only be returned if unused, in perfect condition, in their original package and if they still contain all included documentation, pieces and accessories.
  2. By Mail – You may return your items by mail at your own cost. Once we have received the return, we will process the exchange/refund. A paid return label will only be provided if the return is a result of a manufacturing defect or a shipping error on our part.

     NOTE: Please take a moment to ensure these guidelines are followed before sending out your package.

     - All products can only be returned if unused, in perfect condition, in their original package and if they still contain all included documentation, pieces and accessories.

     - Pack the item securely in the original package.

     - Enclose a copy of the documentation that accompanied your order.

     - For your protection, we recommend you use an insured mail service for your return.

     - Please return your item(s) to the following address:
     Attn: Order Returns, C/O Linen Chest
     875 Montée Saint-François
     Laval, QC
     H7C 2S8

  Refunds will only be processed on the same payment method used on the original order for up to 30 days from the date of delivery.

  *Mattresses are excluded from this Return Policy. For more information, click here.

  For assistance, please contact our Customer Care Team.

• Upon inspection, if the product in question is defective or damaged and falls under the specified warranty period, we will offer a one-time replacement or repair of the original product in the size purchased. You can return your product in-store or online. For best & quickest results, we recommend visiting any of our store locations.

  To request a replacement or repair in store:

  - You need to have the original receipt in hand

  - The item should be placed in a clear plastic bag.

  To request a replacement or repair online:

  - Pictures(s) and/or video(s) of the product will be required to illustrate as much as possible of the manufacturing defect.

  - Please visit our Contact Us page where you will be prompted to complete a form. Once the form is submitted, an associate from the Customer Care Team will follow up with you to find the best solution for you.

  Warranty Product Returns

  If the product in question is defective or damaged and falls under the specified warranty period, please Contact Us to provide pictures(s) and/or video(s) of the product that will illustrate as much as possible of the manufacturing defect. A proof of purchase / invoice will be required for all warranty claims.

  Once the claim is received, an associate from the Customer Care Team will follow up with you to find the best solution for you.

• Yes, we do. A one-time price adjustment may be made within 30 days of the initial purchase date. The lower price must be in effect at the time of the request. To be eligible for a price adjustment, the original sales receipt must be available as well as the original method of payment and the product must have the same item number (SKU) that appears on the original receipt.

  For purchases made in-store or online*, please visit one of our store locations to receive a price adjustment.

  *For purchases paid with PayPal and Affirm, please contact us via LiveChat online. Remember to have your 8-digit order number.
  

  Exceptions:

  • Items purchased as final sale and/or with a promotional gift card or a gift with purchase are not eligible for price adjustments.
  • One-time use coupon codes may not be applied to previous purchases and are excluded from the price adjustment policy.

• How do I request a price adjustment? 

  • For in-store or online purchases*, please visit one of our store locations to receive a price adjustment.

    To be eligible for a price adjustment, the original sales receipt must be available, as well as the original method of payment and the product must have the same item number (SKU) that appears on the original receipt.

    *For purchases paid with PayPal and Affirm, please contact us via LiveChat online. Remember to have your 8-digit order number.

• Can I make the price adjustment request through customer service?

  • To ensure all price adjustments are made on the original payment method, they can only be made in any of our store locations.

    For purchases paid with PayPal and Affirm, please contact us via LiveChat online. Remember to have your 8-digit order number.

• Are there any exceptions to your price adjustment policy?

  • Items purchased as final sale and/or with a promotional gift card or a gift with purchase are not eligible for price adjustments.

  • One-time use coupons and promo codes may not be applied to previous purchases and are excluded from this policy.

  • A product can only be eligible for a price adjustment once it has been received or picked up in-store and the order is completed.

• If I have purchased with a Gift card, can I get reimbursed?

  • Yes, you can. If the gift card's value covers the total product price, the difference will be reimbursed in the form of a store credit (credit note).

    If a second payment method was used to pay the total amount, the difference will be reimbursed on the original payment method.

    Ensure you have your original sales receipt and the original payment method (if applicable).

• If I have purchased with PayPal and Affirm, can I get reimbursed?

  • Yes, you can! Please get in touch with us via our LiveChat. Remember to have your 8-digit order number.

• Do you price match competitor prices?

  • We stand by our prices online and in-store for a full year*. If you find a lower price with another Canadian retailer or authorized dealer online, in-store, or in print within one year of your purchase, we will not only match our direct competitor’s lower price on identical items, but we will also offer an additional 10% off the price difference. Click here for more details.

    *From the date the product was purchased in-store or delivered (for online orders).

• We accept North American Visa, MasterCard, American Express, PayPal, Affirm and Visa/MasterCard Debit. If you prefer to use a form of payment other than a credit card, visit a Linen Chest location near you and we will be more than happy to assist you!

• In-Store: We offer a great financing plan on purchases over $500. Please speak to a sales consultant at any one of our store locations for more information.

• Online: You can break up the cost of any purchase of $149 or more over time by selecting the Affirm Financing option at checkout. Plans available for as low as 0% APR. Learn More

• We are required by law to charge Canadian Goods and Services Tax (GST) on all products shipped to addresses in Canada, and Canadian provincial sales taxes in provinces where we have a physical store location. We currently have stores in Québec, Ontario, Nova Scotia and New Brunswick.

  We do not charge any sales tax on gift card purchases, as the appropriate sales tax will be charged on the purchase when the gift card is redeemed.

We stand by our prices online and in-store for a full year. * If you find a lower price with another Canadian retailer or authorized dealer online, in-store, or in print within one year of your purchase, we will not only match our direct competitor’s lower price on identical items, but we will also offer an additional 10% off the price difference.

*From the date the product was purchased in-store or delivered (for online orders).

• You will need to make your price match request at a Linen Chest store, whether you have made your purchase in-store or online.

  Ensure to bring the flyer, advertisement, web address, screenshot of the lower-priced product, and your original sales receipt and payment method. The lower price must be in effect at the time of the request.

• Since you have not made your purchase, you can request a price match online via our LiveChat or at any of our store locations. If you qualify, they can discount your purchase on the spot. Ensure to provide us with the flyer, advertisement, web address or screenshot of the lower-priced product.

• Yes. To be eligible for a price match under the 1-Year Lowest Price Guarantee, the product must satisfy the following requirements:

  1. The product must have the same brand name, model number, and color and be in unused condition.

  2. The product must be priced in Canadian Dollars and include all fees, including shipping (if applicable).

  3. The product must be sold and shipped by an authorized Canadian retailer or dealer.
  Please note: In-store only retailers or those that do not offer online sales or shipping are not eligible.

  4. The product must be in stock, available for sale with the competitor, and not available only in limited quantity.

  5. The product’s price must not be lower due to an advertising or technical error.

  6. The lower price must be in effect at the time of the request.

• Yes, there are some exceptions, the following are not eligible for a price match:

  1. Items purchased as a final sale.
  2. Items for which you received a gift with purchase (either a promotional gift card or a product).
  3. *Cannot be combined with any other offer or promotion. Please contact our Customer Care Team for more details.

• Yes, you can. If the value of the gift card covers the total product price, the price match difference will be reimbursed in the form of a store credit (credit note).

  If a second payment method was used to cover the balance, the price match difference will be reimbursed on the primary payment method (the one that covered a greater amount).

  Ensure to bring the flyer, advertisement, web address, screenshot of the lower-priced product, and your original sales receipt and payment method.

• Yes, you can! Please get in touch with us via our LiveChat. Make sure to have your 8-digit order number and a digital copy of the flyer, advertisement, screenshot or web address of the lower-priced product.

• Yes, we have a one-time price adjustment policy. The request may be made within 30 days of the initial purchase date. Note: The lower price must be in effect at the time of the request. Click here for more details.

• We’ve simplified your search for the perfect item. Type the description or name of the item in the search bar located at the top of every page. All our products are categorized, then divided into more specific sub-categories.

  Still can’t find what you’re looking for? Please contact our Customer Care Team.

• Click on the shopping cart icon at the top of your screen to view your items. Then, enter your coupon code (no spaces) on the promo code tab, and finally click “Apply Promo Code”.

• 1. Add the items you would like to purchase to your cart;
  2. Edit the cart if necessary on the shopping cart page (View Cart or Shopping Cart);
  3. If you have a promo coupon code, enter it in the promo codes area.
  4. Select one of the shipping options. Then, click the “Proceed to Checkout” button to continue.
  5. Fill in the fields of all 3 steps to complete your purchase. *To avoid processing and shipping delays, please provide your billing address exactly as it appears on your credit card statement.
  6. When all necessary fields have been entered, click on the “Place Order” button.

• When placing an order in store, your card will be charge right away. You will then get a receipt of your purchase with your order number and shipping information, if any.

• Great question! We are constantly growing and have already surpassed 30+ store locations across the country. To see all store locations and for operating hours, please visit our store locator.

• On the product page of the item in question, there is an area that shows online and store availability. If a product is out of stock, the message will reflect it.

• We are constantly working on having our entire catalogue available online. Due to circumstance, some products may not have made it online. Please contact our Customer Care Team.

• Linen Chest does not offer a layaway program at this time.

• At the present time, we do not have a formal affiliate program in place. However, we do evaluate proposals on a case by case basis. If you would like to send any marketing materials about your company or website to our marketing department, you may send them an email to Customer Care Team or by mail to:
  Linen Chest Marketing Department (Affiliate Program)
  4455 Autoroute des Laurentides
  Laval, QC
  H7L 5X8

• We do not provide an assembly service for our products.

• While we do our very best to ensure that the photos on our website are accurate, different browsers, monitors, computer configurations and lighting can sometimes result in slight variations in how colors are represented. We want you to be 100% satisfied with your purchase so if you have any concerns don’t hesitate to contact us .

• We do not offer gift wrapping as an option for online shopping.

• Yes! You can purchase either a physical gift card or an e-gift card online by clicking here. There are no shipping or processing fees for gift card purchases.

• Yes! You can absolutely use a gift card as a method of payment online by simply entering the complete gift card number at checkout.

• To check your gift card or e-gift card balance, please click here

• Gift Cards are final sales in-store and on-line.

• 1. eGift Cards (Delivered by Email) – A fast and simple way to offer your recipient exactly what they want. Choose a theme from over 20+ eGift Card designs, add in a personalized message and customize the card value. Finally, send it to them instantly by email or schedule a date/time for them to receive it. Purchase an eGift Card Now >
  2. Physical Gift Cards (Delivered for FREE* by Mail) – A great way to offer your recipient the fabulous gift of choice. Choose a predetermined gift card amount, enter their information in the “Shipping Address” area at checkout and finalize your order. They should receive their card within 5 to 7 business days. Purchase a Physical Gift Card Now >

• FUN FACT: Both gift card options can be redeemed in-store and online and they never expire!

• When you place an eGift Card order, you have the option to select from over 20+ themes and to include a nice gift message! These will show when the recipient receives their eGift Card by email. We do not yet offer this service for physical gift cards… Coming soon!

• A standard gift card purchase is mailed for free if ordered without any other item. If it is part of an order where the total does not reach the minimum threshold for free shipping, the usual shipping fees will apply. Gift Cards are mailed to recipients by regular postal service.

• Once your gift card order is placed, it should be mailed and delivered within 5 to 7 business days.

• Once the order has been placed and the payment approved, the recipient should receive their eGift Card by email within the hour.

• No, our gift cards never expire!

• Both Gift Cards and eGift Cards can be redeemed in-store at any one of our 30+ locations across Canada, or online.

• Please treat your Gift Card like cash. Linen Chest is not responsible for lost or stolen Gift Cards.

• Your credit note is valid for two (2) years from the date it was issued.

• 1. Online: Contact our Customer Service team, and we’ll be happy to assist you with your order.
  2. In-store: Bring your credit note (printed or emailed) along with a valid photo ID.

• When an item purchased with a credit note is returned or exchanged, the amount will be reissued as a new credit note.

• If your credit note has expired, any unused balance becomes invalid and cannot be used in-store or online.