Shipping

Is your school or centre limited as to when it can receive goods? When you place your order, in the comments area, please let us know if you cannot receive your order during regular business hours to avoid additional shipping charges. We will make every attempt to accommodate you, but we cannot guarantee that this will be possible.

Rates

Within Toronto, Durham, Peel and York, all orders will be charged 12% of the product total for freight. Orders to all other destinations will be billed at 15%. For orders less than $300, a $15 Shipping & Handling charge will be added to your invoice. All orders under $100 will be quoted freight and handling charges before shipping.

For orders over $3,000 please call our customer service department for a freight quote, which may be less than our advertised rate.

Freight carriers deliver only to the front or back door of your institution. If you require goods delivered to a classroom, or if your destination is difficult to access, such as on the second floor, please notify Customer Service at the time you place the order. There may be a small surcharge levied by the carrier, particularly if the shipment contains furniture or equipment. We will be glad to provide a quote for your approval.

All freight charges beyond Provincial forwarding points are the responsibility of the customer. Please call for a freight quote.

From time to time, we may ship an item directly from the manufacturer. Freight will be billed at the normal rate in this event.

When gas prices rise some carriers levee a “gas surcharge”. We reserve the right to add this cost to your invoice, but will only do so if it is absolutely necessary.

Delivery Time

Count on 5-7 days business days delivery time for non-furniture orders that can be shipped by trackable courier. As soon as the order is shipped from our warehouse you’ll be emailed a notice with a tracking number.

Larger orders – furniture, carpet or orders with a quantity and volume that requires shipment on a skid(s) -- will take 7-10 business days depending on destination.

We require all our shipping partners to deliver all orders – including multiple skids of furniture --inside a school building.

If your location is taking multiple skids and does not have a loading dock, has doorways that cannot accommodate a standard skid, is under construction etc. please fill out the Large Delivery Questionnaire after placing your order.

Please note that the above delivery times are for items that are in stock.  We endeavor to stock all our resources and our most popular indoor and outdoor furniture items.  Other furniture items we have proprietary shipping operations that ensure consistently swift fullfillment.  However, supply chain and shipping disruptions can interfere and delay normal operations. 

If you have an opening or any other deadline, please contact customer service or your account manager to check availability and so that we can plan and accomodate your needs.

Satisfaction Guarantee

At LKG, we strive to provide the best service in our industry. We offer a 100% QUALITY GUARANTEE on our products for at least 1-year after purchase.

Many products, such as furniture, have multi-year warranties (see individual product descriptions for details). For any additional product information, feel free to contact our Customer Service Department or your sales consultant for complete product specs.

Return & Exchange Policy

At Louise Kool & Galt, we are committed to providing top-quality educational/childcare supplies and excellent customer service. If for any reason you are not completely satisfied with your purchase, we aim to make the return or exchange process as straightforward as possible.

Eligibility for Return or Exchange

Timeframe: Returns or exchanges must be requested within 30 days from the date of delivery.

Condition of Products: Items must be in new, unused, and resalable condition, with all original packaging, labels, and tags intact. Products that have been opened, used, or damaged are not eligible for return or exchange, unless defective or advised by us.

How to Initiate a Return or Exchange

Return Request: To start a return or exchange, please contact our Customer Service Department within 30 days of delivery.

Phone: 1-800-268-4011

Email: service@louisekool.com

Once we receive your request, and if the return is eligible, we will issue a Return Merchandise Authorization (RMA) number and provide detailed instructions for returning the product. Please note that returns cannot be processed without an RMA number.

Exchange Process: If you wish to exchange an item for a different product, please contact our customer service team. Exchanges are subject to product availability.

Shipping Fees: Customers are responsible for any additional shipping costs incurred due to returns or the exchanges, unless the item is defective, or we made an error in fulfilling your order.

Defective or Damaged Products

If you believe a furniture item was damaged during delivery, fill out our Damage Report Form at any time https://louisekool.com/pages/damage-report-form

If your product arrives defective, please contact us immediately with your order number, invoice number, SKU, any relevant manufacturing labels, and clear photos of the defects and packaging.

Upon verification, we will arrange for a pickup accordingly if required and, depending on your preference and product availability, either send a replacement or issue a refund.

Refunds

Refunds will be processed to the original payment method once the returned item has been received and inspected.

If a return is made after 30 days due to customer error, a restocking fee of 20% applies (30% on carpets, and returnable only if unopened). However, no restocking fee will be charged if the return is due to an error on our part.

Exclusions

Items purchased on clearance or sale or labeled as “AS IS” are not covered by our standard warranty and generally not eligible for return or exchange.