Shipping, Delivery & Returns

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 delivery time for most orders. For smaller sized orders, we ship 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 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.

 

Returns and exchanges

We’re all human and sometimes things happen. 

At LKG, we pride ourselves on keen service and hassle free returns. So if something does go wrong we make the process of resolving an issue as easy as possible.  

Within 30 days of delivery, with all your order information ready:

Call: Customer Service Department 1-800-268-4011

Email: service@louisekool.com

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

Within two business days, we’ll issue you a Return Merchandise Authorization (RMA) number and arrange shipping so that you can send the item back to us.

Please do not send any items back to us before we issue a RMA number.

Note: items returned after 30 days, due to a customer error, a restocking fee of 20% may be applied.  Of course, if there is a supplier/manufacturer error, or we made the mistake, then no restocking fee is applied. 



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.

Note: products marked “AS IS” are not covered by our standard warranty. Please refer to individual product entries for details.