Customer Service

Our objective is to make your shopping experience at Modern Karibou an enjoyable and rewarding one. Unlike our neighbours to the South for whom shopping online has become a lifestyle, Canadians are still on the cusp of becoming frequent online shoppers.  We believe that’s because options and offerings are still quite limited in Canada, but the issue is also one of trust. Canadians are still wary of buying online and we want to help change that.

With Modern Karibou, you’re not just another faceless customer whose order comes across our computer screen. We want you to feel free to contact us  and speak with one of our bilingual representatives at any time:

• We’ll always do our best to answer any questions or alleviate any concerns you may have.
• We love to hear comments or feedback about our site, products or services.  Anything that will improve your overall shopping experience with us is welcome.

We also encourage you to view the Frequently Asked Questions below and you may quickly find what you're looking for.

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Frequently Asked Questions
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Placing an order with Modern Karibou
Returns
Shipping 
Wish Lists & Registries
Gift Cards
Trade
Privacy & Security

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Placing an order with Modern Karibou

How do I set up an account?

Simply click on the ‘NEW ACCOUNT’ link located in the top right-hand menu and fill out the required fields.

Why should I create an online account?

Creating an online account with modernkaribou.ca allows you to place orders quickly and easily without having to enter all your personal information each time you place an order. With an account, you’ll also be able to create a Wish List and keep a history of all your orders, among other things. Be assured, any information you provide to us is held in the strictest confidence and your privacy is guaranteed.

How do I place an order?

Order online:
Ordering at modernkaribou.ca is fast, safe, easy and you can do it 24 hours a day, seven days a week. After you’ve added items to your Shopping Cart, just follow the simple checkout instructions and we’ll process your order right away.  You can also put your items on hold by saving them in your Shopping Cart or on your wish list to access at a later date.


Order by phone
:
Sometimes it’s easier to speak with someone friendly who will also be able to answer questions and ensure your order is processed smoothly.  We can be reached at:
TF: 1.800.650.4816
Monday - Friday, 9:00 a.m. to 5:00 p.m. EST. 

What are my payment options?

We accept Visa, Mastercard, American Express and Paypal. 

Is your website secure?

The security of personal information is a high priority for us. We maintain administrative, technical and physical safeguards to protect against unauthorized disclosure, use, alteration and destruction of the personal information in our possession. Any information you transmit on modernkaribou.ca is processed by an industry-standard data encryption system called Secure Socket Layer (SSL).

To find out more about the measures Modern Karibou has in place to ensure a secure shopping experience, please refer to our privacy & security section.

Do I get an order confirmation?

Upon placing an order with Modern Karibou, you will be sent a confirmation number immediately after your order has been successfully submitted. We will also send you a confirmation email providing tracking information once your order has shipped. If you don’t receive an email confirmation, check your ‘bulk’ or ‘junk’ folder and it should be there. Otherwise contact us and we will confirm your order.

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Returns

What if I am not completely satisfied with my purchase? How do I return it?

We make every effort to select and sell products constructed of the highest-grade materials built by highly skilled people to exacting standards. We also keep up-to-date information on all our products so that you may make informed choices when purchasing from us. However, we understand that sometimes you may simply change your mind. We want your experience of shopping at Modern Karibou to be a positive one.
 
You may return your item(s) within 30 days of receipt for a refund of the purchase price excluding shipping and handling costs. Please reference our returns section to learn more about returns and instructions on how to submit a return request.

Do you pay for return shipping?

No. We pay for initial shipping on all orders over $100. Our customers pay for shipping costs on returns, but we do not charge a restocking fee. We want to provide a hassle-free return for you when a product doesn't work out. We promise we won't try to convince you to keep that cushion even if we’ve got it in our armchair.  Everyone’s got their personal tastes and maybe you initially thought it was a good idea to try and match that bright red cushion in an otherwise subdued palette. You’re allowed to have a change of heart.

My item arrived damaged!

Items are carefully designed and packaged to withstand the rigors of travel, but sometimes damage does occur en route.

Please inspect your purchase immediately upon receipt. If there is any damage or if any product is defective, contact us immediately.

In order to process your claim, please send us up to three low-resolution digital photos including one photo of the box that the item shipped in, to claims@modernkaribou.ca. Make sure to keep all of the original packing material! We will work with you to ensure your item(s) are repaired or replaced in a timely manner at no extra cost to you.

Is there a warranty on your products?

All products are covered by the warranty policies of their respective manufacturers. If you have questions about the warranty for a specific product, or if you have questions on how to make a warranty claim, please contact us. All warranty claims are subject to our terms of use.

To learn more about our return policies, please go to our returns section.

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Shipping 

What is included with free shipping?

We offer FREE STANDARD SHIPPING within Canada on all orders over $100, before taxes. On orders under $100, there will be a flat $12 shipping fee.

We ship to the Yukon, Northwest Territories, Nunavut, and other remote regions but additional shipping fees may apply. Please contact us prior to placing an order to obtain a shipping quote. If you place an order without obtaining a shipping quote, we will contact you with shipping fees via email prior to shipping your product(s).  You will need to respond to this email indicating that we can proceed with the order.

Also, please note that some of our suppliers require that there be a mandatory shipping charge. When this applies to a product, a note will appear on the product page indicating the exact amount. This amount will be added to your shopping cart.

Do you ship outside Canada?

We ship to the US and other international locations but additional shipping fees may apply.  Please contact us prior to placing an order to obtain a shipping quote. If you place an order without obtaining a shipping quote, we will contact you with shipping fees via email prior to shipping your product(s).  You will need to respond to this email indicating that we can proceed with the order. Please note that due to certain manufacturer restrictions some products cannot be shipped outside Canada.

Outside of Canada, we do not charge sales taxes, although you may be liable to import duties on some items. You are responsible for paying import duties to your country.

How and where do you ship my order?

The majority of items are shipped via Canada Post and UPS. We do not have a Saturday delivery option for these carriers. For larger items we may use specialized freight carriers.

How long will it take for my order to ship? 

Different scenarios apply according to specific items.  We have certain articles in stock while others are shipped directly from the manufacturer.  Each product’s detail page indicates the number of days in which the items will ship to give you a good idea of when to expect it.  This information is noted under the price of the item so you can’t miss it:  e.g. “This item usually ships within 1-2 weeks.’’. 

Please see our shipping section to learn more about our shipping policies.

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Wish Lists & Registries

Can I create a wish list with Modern Karibou?

Of course you can. Sometimes you’re not quite ready to make that final purchase; you need time to think about it; or, you need to take exact measurements to make sure it’ll fit. A wish list is a convenient solution when you don’t want to start your search all over again. To create a wish list, you must create an account or be logged into your existing account. When you see a product that you would like to add to your wish list, go to the product page and click ‘add to wish list’. To view your wish list, click the grey wish list button located at the top of the page.

Can I create a gift registry with Modern Karibou?

You’ve got that important event coming up in your life and you want to make it more convenient for your friends and family to buy you a gift. A gift registry makes it so much easier. Click here to sign up or follow our gift registry link located in the bottom menu.

Do you offer gift-wrapping?

We do not offer gift wrapping, since most products ship directly to you from each manufacturer.

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Gift Cards

How do I purchase a gift card?

It’s easy and won’t that make someone’s day!  The link is located in the bottom menu, but you can simply click here to go to our gift cards section right now.

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Trade

Do you work with trade professionals?

We welcome the opportunity to work with designers and architects and provide industry incentives to assist with your client and project needs.  Read more...

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Privacy & Security

What type of personal information does Modern Karibou collect and how is it used?

Please refer to our privacy & security section to find out about how we collect and use your personal information.

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