Ordering and delivery
To report a damaged product, please log in to your account and select Claims. Choose Create a New Claim to complete the online form.
You can visit our Returns, Refunds and Claims page here for more details on Damaged or Defective Items.
When you place your order, you will receive a confirmation e-mail with the estimated order time. Once your order has been prepared for shipment, you will receive a shipment notification e-mail containing the carrier’s tracking information with an estimated delivery date. The carrier will contact you to arrange delivery by telephone or e-mail, with the exception of small parcel carriers such as UPS. If you haven’t received our e-mails, you may need to check your spam or promotions folder.
You can also log in to your account* and visit the “orders” page to check the status of your order.
If the delivery date has passed and you have not received your order from Forges Design, you can log in to your account and find a follow-up message with all the company’s contact information. This information is also sent to you by e-mail as soon as your shipment is released. To find out more about a shipment, you can contact the freight company and request a status update.
If not, please contact us directly.
Once you receive the shipping notification email, you can track your shipment. When your order reaches the local delivery station, the delivery company will call the number indicated on your order to schedule delivery.
When you place an order with us, you should have received 2 emails. One will contain your login details and the other your order invoice.
Be sure to check your spam, junk mail or promotions folders, as they can sometimes appear there. Please also be sure to add us to your Safe Senders list to receive future updates.
Whether your order is an in-stock purchase or a custom order, our system provides updates on your order as it moves through our production and logistics chain.
Please check all packaging to ensure that all items are included.
Small items such as feet or hardware are usually included inside the product packaging.
If part of your order has not been delivered, please contact our team.
Don’t worry, as long as the order has not been prepared for shipment, our team will organize the holding of your order until you are ready to receive it.
Storage charges may apply, depending on the length of storage. You can request a later shipping date in the shipping instructions box at checkout, or contact us directly by phone.
First of all, we’d like to apologize. We work hard with our factories, warehouses and logistics companies to reduce delivery times and avoid delays, which we inform you of as they occur.
If you’ve waited longer than expected and haven’t heard from us, please log in and go to the ‘Orders’ section for the latest information on the location of your products or contact us directly by phone.
We use specialized third-party companies to deliver your products as efficiently as possible. In rare cases, they may encounter a few glitches or communication problems. The problem is most likely due to computer tracking problems, or confusion at their local sorting center.
We strongly recommend that you call our carrier using the information included in the tracking update email to locate your order, they will also be able to assist you with any reshipments that may be necessary.
Please have your tracking number ready when you contact them.
When the local delivery agent receives your order, he or she will call you to schedule delivery. The delivery driver will usually also call you on the day of delivery to let you know he’s on his way.
If your order has been shipped by a small courier service (UPS, FEDEX), you will not be called for a delivery date. Please track your order online to ensure that you are available to receive delivery.
If you need to change your delivery address, please visit our Contact Us page to let us know as soon as possible. You can do this at any time up to 24 hours before your items are dispatched. If your items have already been dispatched, it may not be possible to change your delivery address, or there may be additional charges for arranging a new delivery.
In-store payments & credit
Yes, we’re delighted to offer financing on favorable terms for consumers to divide purchases into monthly installments. Terms and conditions apply and a credit check will be performed.
If you have any questions about this subject, please contact us directly.
All methods of payment are accepted, except cheques.
Payment may be refused for various reasons.
The first thing to do is to check that we accept your card type. Next, make sure your card details are correct and that the billing address is the one associated with your card.
If this still doesn’t work, we recommend you call your bank and let them know you’re making an online purchase. This type of problem can usually be attributed to the fact that your credit card company does not recognize our company. We are based in Canada and therefore the transaction is reported as a suspicious foreign transaction. Once you’ve spoken with your card provider, you can call or e-mail us to authorize us to resubmit the charge.
We can only accept payment from credit cards with billing addresses in the United States or Canada.
If a coupon, discount or voucher has been omitted from an order, we must be notified within 72 hours of placing the order in order to add or adjust the balance.
The currency and tax of an order are based on the shipping address; if an order is shipped to Canada, the card will be billed in CAD with provincial taxes, even if the billing address is in the United States.
Please note that there may be additional administrative, exchange or transaction fees charged by your credit card provider, as we are a Canadian company. For more information, please consult the terms and conditions with your credit card provider.
Your credit card will automatically be charged for overdue payments, including, but not limited to, late invoices and charges for additional services.
Please note that for all orders, including pre-orders pending backordered items and custom orders, full payment will be debited upon order placement.
We do not accept cheques
Product problems & Maintenance
We are proud to stand behind the quality of the products we sell. Although rare, damage and defects may occur from time to time, so we encourage you to inspect your item(s) immediately upon delivery.
Please visit our Returns, Refunds & Claims page here to see full details of our policy regarding damaged or faulty items.
If this happens, please contact us directly by phone or e-mail as soon as possible.
Don’t worry, our factory may have sheltered these items to protect the finished product during transport.
Please check all packaging before disposal. If you are still unable to locate the missing parts, please contact us immediately.
Please visit our product care page
Refunds
No, that’s not something we’re in a position to do. If the original payment method is no longer available, we will issue a store credit note equivalent to the refund amount.
Refunds can only be made by the method of original purchase.
Depending on the card provider, it can take up to 5 business days for the credit to appear on your statements once the refund has been processed.
Forge Design cannot be held responsible for any third-party costs or fees associated with the credit card.
Returns and cancellations
Please visit our Returns, Refunds & Claims page here for full details of our Returns Policy.
Please visit our Returns, Refunds and Claims page here for more details on Order Cancellation.
Shipping
When you place an order with us, your confirmation email will contain the delivery time. As soon as your order has been shipped, you will also receive a shipping notification email containing tracking information with an estimated arrival date for delivery. If you haven’t received these emails in your inbox, you may need to check your spam or promotions folder.
You can also log in to your account* and visit the “my orders” page to check the status of your order.
Canada and United States
You can enter your zip code at checkout to confirm shipping costs to your location.
Please note that postal codes considered isolated or rural by our third-party carriers may require additional shipping charges.
Forge Desigh reserves the right to modify delivery charges or cancel an order if your address is remote or outside our carrier’s delivery zones.
You will be informed of any changes and can decide whether or not to continue.
Standard shipments to the USA and Canada take an estimated 2 to 4 weeks in transit.
For more details on our shipping policies, please visit our store policy page here.
We offer tiered flat-rate shipping within Canada and the United States.
You can enter your postal code at checkout to confirm shipping charges to your location.
Delivery prices are calculated on site prices before the application of discounts, coupon codes and/or vouchers.
Please note that additional shipping charges may apply if postal codes are considered isolated or rural by our third-party carriers.
Please visit our Store Policy page here for full details on our Shipping Fees.
Showroom
Yes, some retailers display our products (see the list on our website), or you can visit our factory in Lévis.
Address:
101 Rue du Soudeur
Saint-Isidore, QC
G0S 2S0
Accidental damage protection plan
Unfortunately, we do not offer refunds at the end of our warranty.
All our products are covered for a period of one year. We do not sell additional ganrantie.
It does not cover normal wear and tear or abnormal use of the product.
If you have any complaints, please contact our customer service department.
