FAQ

General 

  • Do you have a showroom?
    Yes! You can find us at 8085 North Fraser Way #200, Burnaby, BC V5J 5M8 Canada. We are open by appointment Monday thru Friday from 8 AM to 4 PM PST. 

Products

  • Where are your products manufactured?
    Our products are sourced from top suppliers located in Vietnam, Indonesia, China, India & Mexico.

  • Are the photo colours online accurate?
    We do our best to provide accurate product images, however the actual colours may vary due to lighting, different device settings, as well due to the use of natural materials which can have slight variances. LH does offer finish and fabric swatches of most items, which you can request via info@lhhome.com.

  • What do the product statuses mean?
    We use Product Status labels to give you a quick snapshot of availability and what to expect when browsing:
    • New Arrival = A new intro!
    • Active = A current and core item being stocked by LH.
    • While Supplies Last = Once stock runs out, this item will no longer be restocked by LH, but maybe available for custom orders.

  • Can I download photos from LH’s website and use them for my own business, website, or social media?
    Our website features a variety of product images, some of which are owned by LH, while others are shared with LH and subject to copyrights and restrictions. If you're an LH dealer seeking images for your business marketing materials, kindly contact your LH Representative. They can assist you in accessing images free from copyright restrictions.

Ordering

  • How do I order? 
    If you are a customer buying the product for yourself, please Find A Retailer near you. 

    If you are an existing LH business partner, we accept purchase orders via fax, email, or our website.  

    If you want to become one of our partners, please fill out our Become A Dealer form and one of our LH members will contact with you. 

  • What types of payments do you accept?
    We accept Visa, Mastercard, and American Express.

    You can also pay by wire transfer.

Shipping

  • Do you ship residential? 
    LH does not generally ship direct to residential addresses. However we can support our business partners in freight options to do so. 

Returns and Warranty

  • Can I return my order?
    Yes. Business partners can return an order within the first 2 weeks of purchase, subject to a 20% restocking fee. The product must be in as-new condition and in the original packaging.

    Note: eCommerce, dropship and commercial project orders follow a separate return policy. Please refer to the buyers guide or contact your sales representative.

  • If I choose to return my order, what happens next?
    Please contact your local LH representative to let us know your invoice number and specific item for return.  We will ask you to repackage the item carefully in its original packaging. Our LH member will discuss the logistics for the return.  

    When the item is back at our warehouse, the product will be inspected by our team prior issuing a credit. Once the product is confirmed that it is in as-new condition, a credit of the product will be issued. 

  • What happens if I no longer have the packaging for the item?
    We strongly encourage you to keep your packaging for 30 days in case you decide you want to return an item. LH is only able to accept returns in original packaging in order minimize potential damage.

  • What should I do if my shipment is damaged?
    If your shipment arrives damaged, it is very important that you take pictures and describe the damage in as much detail as possible on the Bill of Lading or Proof of Delivery. For example: 'arrived with a crumbled box corner, or hole in the packaging.'

    In the case that the carrier has left without the opportunity to note the damage on the BOL, please call us immediately so that we can notify the freight carrier and begin the freight claim process: 1-855-872-3116
  • What should I do if the products are defective?
    If you are having problems with your product, please take photos or videos that demonstrate the issue. Please file our Claim Form and a LH member will help you determine the appropriate next steps.  

  • What kind of warranty is provided on your products?

    1-year manufacturers warranty on all products. 3-year manufacturers warranty on BIFMA-contract tested products. 5-year repair warranty on Custom Upholstery Program.

    • Warranty coverage begins on your products invoice date.
    • Manufacturer's warranty is a guarantee on all of our products against critical timber movement, which causes irreparable cracking, splitting and/or twists.
    • Repair warranty covers the defects in materials of the frame and springs. Also protects against excessive loss of resiliency; softening over time is normal.
    • Warranty Exclusions
      • Warranty does not extend to variation in wood color over time, oxidation of finishes, changes in patina or liquid spills on upholstery or furniture.
      • Warranty excludes misuse, mishandling, improper maintenance, and storage, exposure to weather, excessive moisture, or lack of moisture.
      • Warranty does not extend to manufacturing imperfections in glass, cracked glass or breakage of glass occurring after acceptance of delivery.
      • The warranty does not apply to the following sale items: floor samples, Open Box, Scratch & Dent, Closeout items, or anything sold as final sales.