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FAQ


1. How can I place an order?

A. It can be done through our online store.
B. By telephone at 604-249-8548.
C. via e-mail sales@luxreno.com.

2. Is it safe to shop on the internet?

It is only safe to shop on the internet if the website provides a secure connection when you make a purchase. We use a 128-bit Secured Socket Layer (SSL) technology to ensure the security of your on-line purchase.

3. What methods of payments do you accept?

A. Credit cards: Visa and Master Card.
B. PayPal
C. Money Orders, Personal and Certified checks.

4. Do you charge sales tax?

All orders shipped within Canada will be charged sales tax ( 5% GST ), or ( 12% - 15% HST). Sales tax is calculated base on the total price including shipping. No tax for International and USA customers.

5. How do I find out information regarding my order?

Yo can track your order by loggin the website.

6. I would like to buy a combination shown on the site, but in a different configuration...

Please call us or email us the items number of the items you want so we can create the combination according to your choice. Usually, shipping cost is much cheaper for combination since shipping cost is combined.

7. Can I see your products in showroom ?

Yes, our showroom is open to the public. You may contact us at 604-249-8548 to schedule an appointment. Showroom visiting is from 12:30pm to 5:30pm Monday - Friday, 12:30pm to 4:30pm on Saturday.

8. Do you supply a catalog?

Since we are continually updating our website with new products, we are not able to supply a printed catalog at this time.

9. Do you sell wholesale?

All orders shipped within Canada will be charged sales tax ( 5% GST ), or ( 12% - 15% HST). Sales tax is calculated base on the total price including shipping. No tax for International and USA customers. Yes, we do sell wholesale and are able to provide a discount for wholesale orders. Please contact us for details.

10. When can I expect my order?

All in-stock items leave our warehouse within 1 - 3 business days after the order is placed. Depending on your location, delivery time is between 2-5 business days after it leaves our facilities. Please note, if you need your order to be express shipped, you need to contact our for express shipping cost. All out of stock items are indicated on the website. If you purchase an out of stock item you will be notified via e-mail or by phone the expected shipping dates for such items.

11. What shipping method do you use?

We mainly use FedEx Ground service for most of orders. For big and heavy items, or wholesale order, we use FedEx Freight service. We use Canada Post for international order, or customer who live far from city center. Additional shipping charges apply to all International orders.

12. Do you ship to P.O Boxes, A.P.O/F.P.O addresses?

NO. We do not ship to the above addresses under any circumstances. Please provide a physical shipping address for all orders.

13. Do you ship internationally?

Yes, we ship worldwide. Any additional charges, duties, and taxes are the customers' responsibility. Please note that international orders are subject to additional shipping charges and in some cases additional approval procedures. All international shipping costs, customs charges, and brokerage fees are the sole responsibility of the buyer. The shipping costs must be pre-paid prior to shipping. Brokerage and customs costs can either be paid to the shipping carrier directly upon delivery or these fees will be added to the total cost of the order after delivery.

14. Can I make a request for my order to be left in front of the door?

Yes, you can. By deafult, FedEx will leave the package at your door if you are not home. We use [Signature Confirmation] for large orders only. We make decisions about carrying out this request depending on the value of the order.

15. Should I check my package before signing for it?

Yes! Please make sure to check all packages before signing to be sure that the package you received is not damaged.

16. Do you provide a Tracking Number Confirmation?

All items are packed with the utmost care and are insured prior to shipping. Tracking numbers are emailed after the order leaves our facilities. You can track your order on FedEx.com

17. Do you have quality control?

Each and every item is inspected prior to shipment. We are dedicated to providing our customers with the highest quality items at the lowest possible price.

18. What if my delivery contains damaged goods?

If goods are delivered to you in a damaged condition, we will replace the item as soon as we are notified. Please note, we must be notified within 7 days after delivery. You will need to provide pictures of the damages as well as the packaging prior to receiving the new item. Please email us to get the details for how to get replacement.


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