Find my parcel / Where is my order?
To track the status of your orders, click on Track my order. If you are not registered, you can track your orders on this page by entering your order number and the e-mail address you used to place your order. Once your order has been processed and shipped, you should receive an e-mail with the status of your order. This email should include a tracking number and a link to the shipping service's website to track your package. Depending on the service you choose and use, you can track your packages on the following sites:
- Canada Post : www.canadapost.ca-
- UPS : www.ups.com
- Canpar : www.canpar.ca
- Nationex : www.nationex.com
Do you have any further questions? Please contact customer service. Make sure you have your order number to facilitate the process.
How does the availability of an item affect shipping times?
- How does the availability of an item affect shipping times?
Most of our products are in stock and ready to ship. In-stock products are dispatched once your payment has been authorized. Most stock items are ready to ship within 3 working days. If we need to transfer items from a secondary warehouse, the process can take up to 7 working days.
- How do I know if my products are in stock?
You can see if an item is in stock on the product page. The availability of each item is shown, along with an estimated delivery time. If a product is not in stock, this information is also shown on the product page, along with an estimated date when the item will be back in stock.
- What happens if my products are in stock but at another location?
You can see if an item is in stock on the product page. You'll also find an estimated delivery time. If a product is not in stock, this will also be indicated on the product page, along with an estimate of when the product will be back in stock.
- Can I put my order on hold?
It is not possible to put an order on hold once it has been placed.
- Can I have an order delivered to several different addresses?
We are unable to deliver to more than one address. You must place two separate orders. If you need assistance, please send an e-mail to our customer service department at Customer service and we'll be happy to help you.
- Can I place an order with an international delivery address? *This service is not currently available*.
Until further notice, our website only accepts Canadian addresses. Please Contact us for more information.
- Can I place an order in-store for delivery or pick-up?
Of course you can! If you'd like to place an order in-store, you can do so with one of our advisors. You can also pay in-store.
- What is a shipping surcharge?
This applies to products that have to be shipped under different conditions and services. Some of these can be picked up in-store, while others, such as mattresses and large pieces of furniture or chairs, are subject to specific shipping options. For more details, please contact us at Customer service or on Elsie..
Did you know? All deliveries are now contactless. Our delivery teams will leave your products at your door. If you live in an apartment or condo and we can't reach you by your doorbell or concierge, we'll deliver to your lobby.
Slightly damaged products may be subject to an additional shipping charge of 10 $. Enter your postal code at checkout to obtain the applicable charges for your area.
Oversized products may be subject to an additional delivery charge of 29 $. Enter your postal code at checkout to obtain the applicable charges for your area.
Very oversized products may be subject to an additional delivery charge of 90 $. We will contact you with the best prices for these special cases.
NOTE: This fee does not apply to mattresses and headboards. Our delivery department will contact you to schedule an appointment.
- Are there any delivery restrictions?
Orders delivered to Canadian territories, remote areas or rural areas are subject to fixed delivery charges. Additional charges may apply to certain areas. These charges will be displayed at checkout if applicable.
Northwest Territories flat rate of 50 $ per order Yukon: fixed rate of 50 $ per orderer Nunavut: flat rate of 75 $ per order NOTE: All orders containing oversized products require a delivery estimate. The free delivery offer does not apply to these territories.
Fixed delivery charges for rural areas and territories do not apply to oversized products such as certain furniture and very oversized products that cannot be shipped by regular mail. Please consult the shipping options below or contact our customer service.
*Please note that free shipping offers do not apply to purchases already made, orders in process, certain rural areas (as mentioned above) or oversized products.
Did you know? All deliveries are now contactless. Our delivery teams will leave your products at your door. If you live in an apartment or condo and we can't reach you by your doorbell or concierge, we'll deliver to your lobby.
Buy online and pick up in store
Get your order quickly and avoid delivery charges with our same-day in-store pickup service.
- How do I go about it?
- When you add an item to your shopping cart and have finished shopping, choose the in-store pickup option and select the store nearest you.
- When the order is ready, we will contact you by e-mail. Please also check your spam folder.
- When you arrive at the store, you can pick up your order at the customer service counter inside.
NOTE: Please bring photo ID and your pick-up confirmation.
- When will my order be ready for pickup?
When will my order be ready for pickup? You will receive an email (usually within the same day) announcing that your order is ready for pickup. If you do not receive an email, please check your junk mail box.
- What should I do if I haven't received confirmation of my store pickup?
If you have not received an e-mail, please contact customer service.
- Can someone pick up my parcel for me?
You are the only person authorized to pick up your package. If someone else needs to pick up your package, you must contact the store to obtain authorization. In the event that the store authorizes a third party to pick up your package, the third party must bring photo identification and the order confirmation received by e-mail.
- How long does it take to pick up my order?
You do not have to pick up your order on the same day. Once your order is ready for pick-up, you have 30 days to collect it from the store. After this period, your order may be cancelled in exchange for a credit note. You can then contact customer service if you need further assistance.
- I've changed my mind. Can I cancel my in-store pickup request?
Absolutely. If you want to cancel your order, you can get a refund in store or by contacting the customer service.
- Can I change the pick-up location once I've placed my order?
- Can I pick up some items from my order and have others delivered to my home?
This option is not available. If you wish to pick up some items and have others delivered, you will need to place two separate orders.
- How do I know if the item I want to buy is eligible for in-store pickup?
If your item is eligible for in-store pickup, you will be able to select the pickup option as well as the store once the item is in your shopping cart. If the item is not eligible, you can contact thecustomer service.
Did you know? All deliveries are now contactless. Our delivery teams will leave your products at your door. If you live in an apartment or condo and we can't reach you by your doorbell or concierge, we'll deliver to your lobby.
NOTE: However, this order will not be ready on the same day, as the item will have to be transferred to the store of your choice.
Returns, exchanges and cancellations
- Can I cancel or change my order?
If you have not completed your order, you can still modify it. Once an order has been placed, however, it cannot be changed. To cancel an order or place a new one, please contact our customer service.
- Can I return or exchange an item?
Return period 30 days
We accept returns and exchanges in all our stores. You have 30 days from receipt of your order to obtain an exchange or refund. Special orders and final sales are neither refundable nor exchangeable. However, you must respect our Return policy. Items may only be returned if they are unused, in perfect condition and in their original packaging, and if they still contain all their documentation, parts and accessories.
MAKE A RETURN REQUEST
- I received my order damaged. What steps should I take?
We are sorry that your order did not arrive in perfect condition.
For any return or exchange request, please visit our page Shipping and returns and select Returns and exchanges in the left-hand menu. You'll find full details of the procedure to follow, as well as a form for making a return request.
As this is a damaged order, you will be asked to provide a photo of the condition of the box and the product.
Once your request has been submitted, you will receive an e-mail with the steps to follow. If the item was damaged in transit and you respect the notification deadline, you will not be required to cover return shipping costs (subject to customer service approval).
If the item has a defect and is covered by the manufacturer's warranty, you should contact the manufacturer directly.
If you need assistance, don't hesitate to use our or visit our online chat page. Customer service for different ways to reach us.
- Which items are not eligible for exchange or return?
Special orders cannot be refunded or exchanged.
- Can I return a promotional item or gift card?
Gift cards are final sales in stores and online.
- Can I return an item from a gift registry?
If you have any questions about an active gift registry, please contact your registry advisor or visit your nearest store.
- Can I return if I don't live in Canada?
International returns are accepted, however at this time we do not ship or accept international returns.
- What steps should I take to order in-store? By mail?
You have two options for returning your purchase.
- In-store - You can make an exchange or refund in-store. All products can only be returned if they are in perfect condition, in their original packaging, accompanied by their documentation, including parts and accessories, and if they have never been used.
Bring the product and a copy of the documentation delivered with the order. Only the person who made the purchase may return an item to the store for a refund. If the product to be returned was offered to you, you will receive your refund in the form of a credit note, provided that the terms of the Return Policy are respected. In both cases, proof of identity will be required. - By mail - You can return your item by mail at your own expense, and once we have received it, we can proceed with an exchange or refund according to your request. A return label will be provided in the event of a manufacturing defect or shipping error on our part.
NOTE: Please make sure you follow these guidelines before sending your package.
- All products may be returned only if they are in perfect condition, in their original packaging, with all documentation, including parts and accessories, and if they have never been used.
- Pack the item carefully in its original packaging.
- Include a copy of the documentation supplied with your order.
- We recommend that you protect yourself by insuring your parcel.
- Please return your item to the following address:
Attn: Return orders, c/o Linen Chest
875 Montée Saint-François
Laval, QC
H7C 2S8
All refunds will be made using the same method of payment as the original purchase.
*This return policy does not apply to mattresses. Please refer to the 100-night comfort guarantee.
For assistance, please contact our customer service.
- In-store - You can make an exchange or refund in-store. All products can only be returned if they are in perfect condition, in their original packaging, accompanied by their documentation, including parts and accessories, and if they have never been used.
- I have a problem with a product covered by the warranty in your bedding, bath or linen department. What should I do about it?
If, upon inspection, the product in question is defective or damaged and within the specified warranty period, we will offer you a one-time replacement or repair of the original product in the size purchased. For fast, optimal results, visit one of our our stores.
To request a replacement or repair in-store :
- Please have the original receipt ready.
- Place the item in a clear plastic bag.
To request a replacement or repair online :
- Photos and/or videos of the item will be required to show the manufacturing defect.
- Visit our Contact us where you will be invited to fill in a form. Once the form has been submitted, an associate from our customer service team will contact you to find the best solution for you.
Product returns under warranty
If the product in question is defective or damaged and within the specified warranty period, please Contact us to provide us with photos and/or videos of the product showing the manufacturing defect. Proof of purchase will be required for all warranty returns.
Once we receive your request, a customer service associate will contact you to find the best solution for you.
- Do you have a price adjustment policy?
Yes, a one-time price adjustment can be made within 30 days of the original purchase date. The product price must be lower at the time the adjustment request is made. For a purchase to be eligible for a price adjustment, you must have the original copy of the receipt and the original method of payment. The product must have the same item number (SKU/UGS) as appears on the original receipt.
For all purchases made in-store or online*, please visit one of our branches. stores to obtain a price adjustment.
*For purchases made with PayPal and Affirm : Please contact us via our live chat service. Please make sure you have the 8-digit order number with you.
Exceptions:
- Items purchased on final sale (firm sale) or with a promotional gift card, or for which a gift with purchase has been given, are not eligible for a price adjustment.
- Any promotional code or single-use coupon cannot be applied to a previous purchase and is excluded from the price adjustment policy.
What payment methods are accepted for my online purchases?
We currently accept North American Visa, Mastercard, American Express, Paypal, Affirm and Visa/MasterCard debit. If you wish to use another method of payment, please visit one of our stores where we will be happy to assist you.
Purchasing process
- How do I find a product on our website?
We've simplified your search process. Enter the product description or name in the search bar at the top of each page. All our products are divided into categories and sub-categories.
Still can't find what you're looking for? chat with our experts or contact us at Customer service
- How do I use a promotional code?
Access your shopping cart via the icon at the top of the screen. Enter the code (without spaces) in the space provided, then click on "Apply".
- How do I place an order online?
- Add the desired products to your basket;
- Modify your basket when necessary;
- If you have a coupon code, enter it in the designated area;
- Choose a delivery option, then click on "Checkout" to continue;
- Fill in the fields in the 3 steps to complete the purchase. *To avoid shipping delays, please enter your billing address as it appears on your credit card account;
- When all fields have been completed, click on "Place order".
- If I place an order in-store, when will my card be debited?
When you place an order in-store, the amount will be charged immediately. You will receive a receipt with an order number and delivery information.
Stores and products
- How can I be sure an item is available?
On the product page for the item in question, a section indicates online and in-store availability. If the item is out of stock, a message will inform you.
- I've seen a product in store, but it's not online.
We are constantly working to optimize the content of our online catalog. Nevertheless, some products may be in the process of being added. Please contact our customer service.
- Does Linen Chest offer a layaway plan?
Linen Chest does not currently offer a layaway plan.
- Do you offer an assembly service?
We do not offer assembly services for our products.
- Are the colors of the online product image and the actual product exactly the same?
While we do our best to ensure that images reflect reality, different browsers, monitors and computer configurations can sometimes result in slight variations in the way colors are represented. We want you to be completely satisfied with your purchase, so please don't hesitate to contact us if you have any concerns.
I never received my order confirmation email. What should I do?
- Check that you have entered your e-mail address correctly
- Check your junk or promotional e-mail box
Still haven't received your confirmation email? Please contact our customer service department for further assistance. Make sure you have your order number or the e-mail address you provided when you placed your order handy.
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