FAQs
Below are some of the most frequently asked questions from our customers.
If you need further assistance, feel free to contact us at info@androf.ca
Filter by topic
All
Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Q: When will my order ship?
After your payment is verified, orders are processed within 24 hours.
For furniture items, production takes 7–10 business days before shipment.
Orders placed after 11 a.m. PST, on weekends, or on holidays are processed the next business day.
Q: How long does shipping take?
• Furniture orders (sea freight):
Delivery typically takes approximately 35–55 days after shipment.
Because furniture shipments are more complex than small parcels and are usually transported by sea rather than by air, delivery may sometimes take longer than 55 days due to customs inspections, export or import procedures, vessel changes, route changes, port congestion, or customs clearance in the destination country.
If the delivery time exceeds 90 days from the shipment date and you still have not received the furniture, we will issue a refund, subject to verification that the order has not been delivered.
• Small-volume items (air shipping):
Delivery typically takes 7–18 business days, depending on your location.
Once your order has shipped, tracking information will be sent to you by email.
Q: Will I have to pay international taxes & duties?
No. All shipping fees, customs duties, and import taxes are included in the displayed price.
There are no hidden fees upon delivery.
Q: How can I check the status of my order?
You will receive an order confirmation email shortly after purchase.
Once your order ships, tracking details will be sent by email so you can follow its progress.
Q: My order is marked as delivered, but I haven’t received it yet.
In rare cases, carriers may mark an order as delivered before final drop-off.
Please wait 24–48 hours, then contact us if the package has still not arrived. We will assist you immediately.
ORDER INFORMATION & CONCERNS
Q: I need to adjust or cancel my order. What should I do?
Please contact us as soon as possible.
Once an order has entered production or warehouse processing, modifications or cancellations are no longer possible.
Q: My order status shows “Unfulfilled.” What does that mean?
“Unfulfilled” simply means your order has been successfully received and is being prepared.
Once shipped, the status will update to “Fulfilled”, and tracking details will be sent.
Q: Why was my order canceled?
Orders may be automatically canceled if flagged by our fraud prevention system.
If this happens and you believe it’s an error, please place the order again using PayPal, which provides faster verification.
RETURNS & REFUNDS
Q: What is your return policy?
You have 30 days from the delivery date to request a return if the item is defective, damaged, incomplete, or does not match its description.
The product must be unused and returned in its original condition and original packaging, where reasonably possible.
We do not accept change-of-mind returns unless otherwise stated on the Site.
If a return is approved for an item confirmed to be defective, damaged, incorrect, incomplete, or materially different from what was ordered, return shipping costs may be covered or reimbursed by Androf, subject to review.