Customer Service FAQs

Have a question? Our customer service inbox is managed Monday through Friday (excluding holidays) from 9am to 5pm ET

FAQs

ONLINE RETURN POLICY

We will gladly refund your purchase within 10 days, with original receipt and tickets attached to the merchandise.

Refunds will be issued back to the original payment method.

We are unable to accept the return of merchandise in unsellable condition.

We will gladly hold your paid in full online or in-store purchase for 3 days, after which point the merchandise will be refunded.

Delivery fees cannot be refunded. If you are returning a delivery item, you must make own arrangements to return the item.

 

IN-STORE RETURN POLICY

We will gladly refund your purchase to original payment type within 10 days, when returned to the original store with receipt. 

Refunds will be in the tender paid.

If the original debit/credit card is not present a store credit will be issued.

We are unable to accept the return of merchandise in unsellable condition.

Items returned with gift receipts may be exchanged or receive store credit only.

We will gladly hold your paid in full online or in-store purchase for 3 days, after which point the merchandise will be refunded.

Delivery fees cannot be refunded. If you are returning a delivery item, you must make own arrangements to return the item.

 

If you need additional support, please contact customerservice@habitatrestore.ca

Due to the unique nature of our products, we are unable to offer holds.

Please note all online orders for In-Store pick up can only be completed for one store location at a time. If you wish to purchase from multiple store locations then please complete a separate order for each store location.

Local Delivery items and those eligible to be shipped via Canada Post can be purchased in a single order from multiple stores.

Yes! Small item delivery via Canada Post is available across Canada. The item must be no larger than 12” x 24” x 18", and not exceed 65 lbs. If your items are eligible for Canada Post shipping delivery, the rate will be displayed at checkout. 

In order to ensure the safety of our staff and customers, all orders will be delivered to: the doorstep, garage, loading dock. At this time we do not enter homes, residential buildings or units. Easy and clear access on a solid and stable surface is required.

Doorstep Delivery occurs Monday to Friday between 8am and 4pm, excluding holidays. We will contact you by e-mail the business day before your item(s) is scheduled to be delivered, and by phone on the day of the delivery 30 minutes prior to arrival. Delivery time frame is 10-14 business days.

Doorstep Delivery is available in: Ajax, Aurora, Brampton, King, Markham, Mississauga, Newmarket,
Oshawa, Pickering, Richmond Hill, Toronto, Vaughan, and Whitby.

If you live outside the delivery zone, you will need to pick up your large items in store.

Once an order is placed, the delivery method on your original order cannot be updated. If you placed an order and selected the incorrect delivery method, please get in touch with us as soon as possible at  customerservice@habitatrestore.ca. We may be able cancel the order, if it is not already in progress, and you can proceed to place a new order with your desired delivery method.

In the event that a delivery is refused through our drivers, and the item is returned to the Habitat ReStore, you may not be eligible to receive a refund on the cost of the item, or the applicable delivery fee until our Customer Service Team can review the case.

If the item was damaged in transit after being verified through the original item photos, we will refund the item in full. If there were multiple items in your delivery order, and the full delivery service was provided Habitat ReStore will not offer a delivery fee refund as the services were rendered in full.

Please note refunds will not be provided for if items have any irregularities, damages, missing components listed either in the item photos or the description online prior to purchase and specifications and measurements are listed on the product page. We encourage you to pay special attention to item measurements prior to purchase.

If there are any issues with your order, please get in touch within 7 days of receipt at customerservice@habitatrestore.ca

Due to the unique nature of our products and shared inventory in-store and online, sometimes an item ordered is out of stock. You will receive an e-mail notification and a refund, if an item in your order is unavailable.

All orders must be picked up by the person who placed the order. Please be prepared to show photo ID upon pick-up, and provide your order
number. 

If you require special accommodation or a commercial enterprise will be picking up the order, please contact customerservice@habitatrestore.ca prior to heading to a ReStore location to discuss additional verification options. 

We strive to price the new and used donation items we receive at the lowest price if not one of the lowest prices on the market.

We do this by:

1. Researching how much the items or equivalent items sell for at other retailers, and assessing the condition of each item we receive when we first accept it, and once again when it arrives at a Habitat ReStore location

2. If we can’t find comparable pricing, we base it on our sales experience, and how in-demand the items are at any given time.-We also base pricing on the volume of specific items we have in stock at each store

No, we price our items accordingly and list the selling price of all items in-store and online. 

As a registered charity, items purchased from Habitat ReStore GTA are sales tax exempt.

For complete information on where and how to donate, and the items we accept, and information on tax receipts please visit our Donations Page.

Yes, if requested. In order to receive a receipt, you will need to provide information via a Donation Form. Habitat ReStore will assess and assign a resale value (fair market value) to each item. You can expect to receive your receipt, based on our valuation, via e-mail 30-60 days after Habitat ReStore has received the item(s).

Please email restorereceipts@habitatgta.ca for all tax receipt inquiries.

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