CUSTOMER SERVICE
FREQUENTLY ASKED QUESTIONS
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.
How do I set up an account?
Simply click on the <Login> link located in the top right-hand menu and fill out the required fields.
Why is the newsletter discount not working with certain products?
Unfortunately, we can't offer any discounts with certain brands such as Gus Modern.
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 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 as soon as possible. You can also put your items on hold by saving them in your Shopping Cart 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.
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. We also try to keep up-to-date information on all our products so that you may make informed choices when purchasing from us. Nevertheless, we understand that sometimes you may need to return a product you ordered. 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 (some exceptions apply such as furniture and bedding). Please reference our RETURNS section to learn more about what can and can't be returned as well as 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 and in some cases, a restocking fee may apply. 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 in transit. Please inspect your purchase immediately upon arrival. If there is any damage at all to the packaging, please make a note of it on the paperwork or refuse delivery. If the product is defective, contact us immediately.
In order to process your claim, please send us several clear digital photos including photos 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 if they can't be repaired, the item will be replaced 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.
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 the 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 shipping fee will appear in the shopping cart indicating the exact amount.
Do you ship outside Canada?
In some cases 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 the 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?
We ship with all carriers depending on your location. We do not have a Saturday delivery option for these carriers. For larger items we use 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 leave the warehouse 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 leaves the warehouse within...".
Please see our shipping section to learn more about our shipping policies.
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.
Do you work with trade professionals?
Modern Karibou features modern lifestyle products, including furniture and home accessories from established as well as emerging designers, many of which are Canadian and eco-friendly.
We welcome the opportunity to work with designers and architects and provide industry incentives to assist with your client and project needs.
Please contact us to learn more. Or click here to register for a trade account.
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.
