Our customer service team has the answers to everything!
Frequently Asked Questions
We've gathered the answers to many of your online shopping questions right here. If you have other questions, feel free to contact us.
RETURNS AND REFUNDS
How do I return items I purchased online?
To start a return, you can send a request to us at info@stonewaters.com. Items sent back to us without first requesting a return will not be accepted.
Please note: If there was a shipping charge associated with your order, this charge will not be refunded upon return, unless otherwise stated.
How do I ship the items I want to return?
Simply can post the product back to us.
The return process must be initiated within 15 days after the reception of the online order, based on the web order tracking information.
- Place the items you are returning, along with your receipt and/or a printed copy of your order confirmation, in a securely sealed shipping container.
- Make sure any old labels on your package are removed or obscured and affix your shipping label.
- Address your package to:
STONEWATERS
638 Main Street, T1W 2B5
Canmore, AB, CANADA
How do I exchange items online?
Exchanges can not be processed for online orders. We recommend returning your original order for a refund and placing a new order for the desired product.
How long do I have to request a return for items purchased online?
Products bought online can be returned to us via post or in store within 15 days of receipt of the item (the date shown as delivered on tracking) and in an unused condition.
Will I receive a receipt or email confirming my refund?
After you request a return, you will receive a return request email telling you how to return the items that aren't right for you. Once we have received your returned merchandise, we will send you a confirmation email together with a return receipt. Your refund will then be issued automatically.
Can all items be returned?
No. Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gasses.
Please get in touch if you have questions or concerns about your specific item.
ALL SALE ITEMS AND GIFT CARDS ARE FINAL SALE
Please get in touch if you have questions or concerns about your specific item.
ALL SALE ITEMS AND GIFT CARDS ARE FINAL SALE
What do I do if a product arrives damaged?
Please contact us at info@stonewaters.com with your name, last name, order number and picture of the damaged items, and we will contact you as soon as possible.
How do I return items I bought in-store?
Please visit us in store, and bring your receipt, unused products purchased in store are eligible for:
- a) within 7 days of purchase, a full refund.
- b) within 14 days, in-store credit.
Any promotional discounts applied to your original purchase will not be applied to your exchanged item(s) unless that promotion is still active at the time of processing.
All items will be subject to review upon return.
Note: Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.
Please get in touch if you have questions or concerns about your specific item.
ALL SALE ITEMS AND GIFT CARDS ARE FINAL SALE
SHIPPING
What are the shipping rates?
Standard Shipping for Canada & US:
- Free shipping on orders over $150.00: This applies to orders placed online before shipping and GST.
- Shipping fees for orders under $150.00: If your order is below $150.00, shipping fees will apply based on the weight of your items. These fees, determined by our carriers, are calculated for online orders before shipping and GST are added.
- 0kg β 2kg: $20.00
- 2kg β 10kg: $25.00
- 10kg β 20kg: $30.00
- 20kg β 30kg: $50.00
- 30kg and above: We will contact you with an estimate & expected delivery date.
Please note: Furniture and select products are excluded; check their descriptions for details.
Standard Shipping for International
- International shipping: The shipping rate will calculate and apply automatically at checkout.
Please note: We are not responsible for duty & export charges. Furniture and select products are excluded; check their descriptions for details.
- Local pickup: Free for collection from our Canmore store (usually ready within 24 hours).
- Furniture: See more details below.
If you have any questions or need help, feel free to reach outβwe're here for you! π
What about shipping furniture?
- Bow Valley Area: We offer free shipping and white glove service to all customers located in the area that comprises Kananaskis, Canmore, Banff, Lake Louise and the hamlets of Dead Manβs Flats, Exshaw, Harvie Heights and Lac des Arcs.
- Calgary Area: For the Calgary area, we do offer free delivery with a $800 threshold.
- All other areas: For areas further than the Bow Valley and Calgary, our team will calculate a shipping rate and provide you with details.
- International: We offer international shipping. Our team will calculate a shipping rate and provide you with details. Note: we are not responsible for duty and export charges.
- Local pickup: Free for collection from either our Canmore downtown store or Spaces (usually ready within 24 hours).
What is your processing time?
All orders will be processed within 1 to 3 working days.
Please note that it may take longer during the busy sales season: Black Friday, Cyber Monday, Boxing Day and Seasonal Sales. Thank you for your understanding.
When will my order be delivered?
As soon as your order ships, you will receive an email containing a direct link to the carrierβs website, which will allow you to track your package.
Orders sent within Canada can expect to be received within 4 to 7 business days.
I need my order faster. Do you offer express shipping?
We are currently unable to offer express shipping. You should expect to receive your order in 4 to 7 business days within Canada.
Can I have my order shipped to a different address than my home address?
Yes. You may have your orders shipped to any valid address you choose. First, enter the shipping address in the Shipping and Payment section and then later on in the checkout process you can indicate your billing address.
Can I be refunded for shipping fees?
No. Shipping fees are non-refundable. The same is true for shipping surcharges applied to certain items based on their size, weight, and destination. Even if you return your order.
FURNITURE
Can I visit Stonewaters Spaces?
Yes, our showroom is open to the public 7 days a week. Visit our contact us page for our showroom hours & directions.
We are located at 306 - 101A Bow Valley Trail, Canmore, AB, T1W 0N2.
How many locations do Stonewaters have?
We have 2 locations in Canmore, Alberta.
- Stonewaters Lifestyles: 638 Main Street, Canmore, AB, T1W 2B5.
Carrying lifestyle products, dΓ©cor and a few furniture pieces. - Stonewaters Spaces: 306 101A Bow Valley Trail, Canmore, AB, T1W 2N0.
Our showroom, a hub for furniture and home styling created to assist in elevating your living space design.
When can I expect to receive a response about my furniture inquiry?
Our team will respond in 24-48 hours after receiving your inquiry.
Where are your furniture pieces made?
We work with manufacturing suppliers from Canada and from around the world.
Do you offer custom services?
We offer customization in specific sectionals and sofas. Our team will assess your aesthetics and furniture needs and provide you with options and quotes for your space.
If you require more than a piece of furniture such as space styling, our team is fully trained to develop ideas and proposals for your designated area (including furniture pieces, rugs, lamps, dΓ©cor, etc).
Do you offer fabric samples?
All fabric samples for custom pieces are available in our showroom.
If you wish to meet with our team and discuss options and ideas, please send us an email at spaces@stonewaters.com or fill the contact form on our website. We will respond in a maximum of 24-48 hours.
Where can I find furniture measurements?
- Visit our website www.stonewaters.com
- Search for the product you are interested in.
- Find all its details, including measurements in the product description.
How can I take care of the furniture?
Visit our Product Care page to find all the details on how to take care of your pieces depending on their fabrics and materials.
If you have further questions, send us an email at spaces@stonewaters.com.
Can I purchase furniture in your locations?
Our dΓ©cor pieces are available for purchase (throws, candles, books, lamps, etc.), however, other elements might be subject to warehouse stock (Chairs, Coffee Tables and Dining Tables). If stock is not sufficient, our team will create special orders according to your needs.
For large custom pieces such as sofas or sectionals, our team will work with you through a design and order process, and will accommodate the delivery / pick up based on the suppliersβ manufacturing timelines.
Why can I not buy that table off the showroom?
All our display furniture is styled to show our clients the potential and high quality of each piece. We may or may not have other quantities in our warehouse.
Our team will be happy to provide you with all the details of the pieces you have interest in, as well as other possible options. Special orders can be created for you and monitored from start to finish, until delivered to your space.
I am interested in a that has a button βpre-orderβ.
Pre-order furniture pieces are products that are out of stock in our warehouse. By creating a pre-order our team will be able to order them for you.
Please note that a pre-order furniture piece is subject to manufacturers stock availability.
Can I hold/reserve furniture?
Yes. Our team works on a personal level with each client ensuring that their orders are on hold, reserved or placed in time.
If you wish to reserve an item or place an order, please send us an email at spaces@stonewaters.com and we will respond in the following 24-48 hours.
What is your shipping policy for furniture?
- Bow Valley Area: We offer free shipping and white glove service to all customers located in the area that comprises Kananaskis, Canmore, Banff, Lake Louise and the hamlets of Dead Manβs Flats, Exshaw, Harvie Heights and Lac des Arcs.
- Calgary Area: For the Calgary area, we do offer free delivery with a $800 threshold.
- All other areas: For areas further than the Bow Valley and Calgary, our team will calculate a shipping rate and provide you with details.
- International: We offer international shipping. Our team will calculate a shipping rate and provide you with details. Note: we are not responsible for duty and export charges.
- Local pickup: Free for collection from either our Canmore downtown store or Spaces (usually ready within 24 hours).
What is white glove delivery service?
White delivery service is a high quality service that provides delivery experts equipped with the ability to install and assemble your furniture on-site, leaving no packaging behind.
We do offer white glove delivery service within the Bow Valley Area and the Calgary area.
Can I change my delivery address after I have placed my furniture order?
Yes. Please, make sure to contact our team at spaces@stonewaters.com to confirm the change of address.
Note that charges may apply depending on the new area of delivery.
How long does it take for a furniture order to arrive?
We work with national suppliers that estimate deliveries in 2-4 weeks if a product is in-stock at their warehouse. If a piece is out of stock, estimated dates will be provided.
For custom pieces, deliveries can take up to 8 - 10 weeks depending on manufacturing timelines.
Why has my furniture order been delayed?
Material shortage and carrier delays may occur outside of Stonewaters Spacesβ control. Our team will monitor and follow up every order and keep the customer informed at all times.
What payment methods do you accept?
We accept Apple Pay, Credit Card (American Express, Discover, Mastercard and Visa), Google Pay, PayPal, Shop Pay and Stonewaters Gift Cards.
How can I change or cancel an existing order?
For dΓ©cor pieces (throws, candles, books, lamps, etc.), you must contact us before you receive email confirmation that your order has been shipped.
If you have already received a confirmation, we unfortunately are no longer able to edit or cancel your order. You may return the merchandise to us for a refund as soon as you receive it.
Please note: return postage cost is the responsibility of the customer, and the product must arrive in an unused condition.
For furniture pieces, you must contact your sales representative before proceeding with payment, shipping and delivery. If payment has occurred, we will assess the situation and take all the steps needed to cancel or change your order.
If you have any questions or concerns, please contact us at spaces@stonewaters.com or give us a call at 403-493-0135.
Do you offer financing options on furniture purchase?
Not at the moment. However, our team is working on a financing solution to introduce in the near future.
I am seeking personal advice for my home furniture and dΓ©cor. Who do I contact?
Please send us an email at spaces@stonewaters.com and our team will respond in the next 24-48h to meet and discuss all your ideas.
Will Stonewaters Spaces honor furniture pieces if I find a lower price elsewhere?
We apologize in advance if there is ever a discrepancy between our pricing. Our team will assess the situation right away and make sure the price you are charged is the proper one.
How can I submit a claim regarding furniture?
Please send us an email at spaces@stonewaters.com and our team will respond in the next 24-48h. Rest assured that your claim will be taken care of as soon as possible.
What is your furniture warranty?
At Stonewaters, we prioritize product quality and customer satisfaction. If your piece arrives with any imperfections, please contact us promptly via phone at 1-(403)-493-0135 or email at spaces@stonewaters.com.
Visit our Furniture Warranty page to find all the details you may need.
Visit our Furniture Warranty page to find all the details you may need.
I would like to work at Stonewaters. Where can I view your career opportunities?
Visit our Work With Us page to view the current job opportunities. If there are no openings, but you are still interested please send us your resume at info@stonewaters.com.
I would like to do a marketing collaboration with Stonewaters Spaces. Who do I contact?
For any marketing collaborations, please contact us at info@stonewaters.com and our marketing team will reach out to you.
PRODUCTS
Are all products available in store also available at stonewaters.com?
Unfortunately, no. Our online selection is limited. Visit us in the store to find more items!
I saw something online that I can no longer find. What happened?
As we sell items in-store and online, stock level changes. It's possible that the item has been removed from the site due to stock updates or a change in season. Please feel free to reach out to see if we will be restocking it!
Can I purchase an item online that is not shown or no longer shown on stonewaters.com?
As we carry different products from different vendors, we might be able to special order items for you. For special requests or specific questions about our products, please send us an email at info@stonewaters.com with a brief description of the item youβre looking for and we will do our best to help.
BILLING
Which payment methods are accepted online?
We accept the following payment methods:
- Apple Pay
- Credit Card (American Express, Discover,
- Mastercard & Visa)
- Google Pay
- Paypal
- Shop Pay
- Stonewaters Gift Card
How can I change or cancel an existing order?
To change or cancel an order, you must contact us before you receive email confirmation that your order has shipped. If you have already received a shipping confirmation, we unfortunately are no longer able to edit or cancel your order, you may return the merchandise to us for a refund as soon as you receive it.
To contact us: email info@stonewaters.com or call us 1-403- 609-4477.
ACCOUNT
What are the benefits of having an account?
You are not in any way required to create an account before making a purchase online. But there are benefits to having one, see below to learn more.
Do I have to create an account before making an online purchase?
Creating an account on the Stonewaters website acts as a shortcut. Your profile and information are safely stored so you don't have to re-enter your information for future transactions. What's more, when you hold a Stonwaters Web account, your preferences, address book, and order status information are all saved under the Account section.
When you shop as a guest, you will need to fill out the order form for each transaction and re-select your preferences each time you visit.
Do I have to purchase items added to my shopping bag?
No. You are in no way obligated to purchase items added to your bag while browsing our website.
How can I remove items from my shopping bag?
It's very easy to remove selected items from your shopping bag. Simply select the "My Bag" tab and select βRemoveβ next to the product you wish to remove.
Can I leave the Stonewaters website if I have unpurchased items in my shopping bag?
You can leave the Stonewaters website at any time you like, even if you have added items to your bag that you have not yet purchased.
PERSONALIZED SERVICES
Can I have my purchases wrapped in a gift box?
Yes. We will wrap your items in tissue paper and a gift bag upon request, at no additional cost. Simply leave a comment while placing your order, and let us know your special request.
Do you offer in-store pickup?
Yes. Simply select that shipping method at checkout.
Can I purchase a Stonewaters gift card online?
Yes. You can easily purchase a Stonewaters gift card online. Available to use at stonewaters.com and in-store. Please note that gift cards cannot be returned or refunded, but they do not expire!
Find more information about our gift card here.
Can you send me more information on what is new, trendy and more?
By signing up for the Stonewaters newsletter, you can be sure to receive all of the information we publish. Simply enter your email address in the appropriate field located at the bottom of your screen.
PROMOTIONAL CODES
Can I use a promo code in store like I can online?
No. Promotional codes can only be applied to purchases made online.
Do I get a promo code if I subscribe to your newslettter?
Yes! You will receive an email with your 10% coupon code.
The coupon is only applicable on your first online order and on full-price items. It cannot be combined with any other ongoing promotions and is limited to a single use.
If you don't see your coupon in your mailbox after your subscription, please look at your junk or spam mailboxes, and mark us as a safe sender!
Can I apply a promo code to more than one order?
It depends. Certain codes are generated to be used one time on a single order. Other codes can be used more than once.
Can I use multiple promo codes in the same order?
No, multiple promotional codes cannot be used for the same order and offers cannot be combined with other offers.
Do promo codes have an expiry date?
Yes, promotional codes are only valid during a specific period of time. Certain codes have a fixed expiry date, while others are valid for a certain number of days after you've received the offer.
Can I apply a code to a purchase I've already made?
No, promotional codes can only be applied to your next online order, we are unable to refund any missed promos once your order has been placed.
How is the promo code applied to my bill?
For codes that offer a discount, the reduction is prorated and applied to each item according to its price.
For codes that offer free shipping, the cost of standard shipping is not added to your total.
VENDOR COMMUNITY
How do I join the Stonewaters Vendor Community?
Excited about joining the Stonewaters family as a vendor? Complete the form below, showcasing your website, Instagram, and a brief overview of your business and products. Don't forget to attach captivating product pictures!
We'll speedily reach out to you.
Thanks for considering us!
CONTACT US
PRIVACY POLICY & TERMS OF SERVICE
What is your Privacy Policy?
Please visit our Privacy Policy page for more information
What are your Terms of Service?
Please visit our Terms of Service page for more information.
