Customer Service

Here at EastWood we are a handmade furniture company based in Montreal focused on providing high quality products and services to our customers.  Our company is always committed to keeping high standards through every stage of our customer’s experience.  Starting with the selection of materials, processing and constructing of the materials to receive the highest quality finished products, and finally hand packing to ensure every order is sent on its way safely.

All of our products should they be indoor or outdoor are built to last. This in itself means that the investment in timber is for life. All of our products are manufactured using traditional, tried and tested methods in Indonesia, which will ensure the long life of your furniture, meaning less replacement and less trees being destroyed.

With unique grains, colorings and durability we offer wooden Table Top Slabs. In a range of different exotic wood types, giving our customers the choice of being able to finish the table tops themselves or have us complete it for them. We provide a selection of finishes and bases for our table top slabs but we can also can work with interior designers, office or restaurant owners to provide more unique tables within your specification. All our tables are exclusively finished in Montreal to a very high standard.

Our reclaimed furniture is handmade on the tropical islands of Indonesia, where this sustainable approach to sourcing reclaimed materials means that the furniture you introduce to your home is kind to the environment.

At the hands of highly skilled and talented artisans, old, reclaimed teak wood is reborn, rich in character, history and rustic charm. Reclaimed teak has an abundance of properties that make this the perfect raw material for crafting solid, long lasting furniture for your home.

None of our products will ever be the identical. Naturally caused by colour variations, cracks or old nail holes, a sense of history and enduring character will always be found in each piece.

AT Eastwood, WE OFFER A VARIETY OF OPTIONS TO DELIVER YOUR PRODUCTS.

UNLIMITED WHITE GLOVE DELIVERY

Unlimited Items Delivered by Truck for a flat rate of $159* in the Greater Montreal Area.

• We deliver product(s) to the room of choice in your home.  We assemble and set up the products and remove all the packaging materials.  Our service does not include removing existing furniture, mounting art/mirrors, or connecting any electrical items.  If you are requesting delivery to a multi-unit building, please ensure that you have the proper elevator booked.  Upon pickup or delivery, you will be asked to sign an acceptance of your merchandise and affirm that it is free of damage and manufacturer defects.

UNLIMITED CURBSIDE DELIVERY

Unlimited Items Delivered by Truck for a Flat Rate of $119* in the Greater Montreal Area.

• We deliver products to the entrance door of your choice without going inside your house/building.  Please ensure that you can move your items inside without our assistance.  Assembly is not included in this delivery option.  If you live in a multi-unit building, we will not enter the building and you must be willing to take the items at the front door or loading door.  You will be required to do a unit count of all items being delivered and provide a signature to confirm your acceptance of the product(s).

UNLIMITED PARCEL DELIVERY

Unlimited Items for a Flat Rate of $19* in the Greater Montreal Area. 

• We deliver products via ground carriers (e.g., UPS, Canada Post for smaller items) to your delivery address in the Greater Toronto Area.  Only available on small items that can be safely shipped through Parcel Delivery.  A tracking number is provided after your item(s) ship.

FREE PICKUPS

We also offer Free Pickups from our Warehouse. Please email our pickup department (info@eastwoodshop.com) 24 hours ahead to schedule a pickup.

• We accommodate contactless pickups whenever possible due to COVID-19.  Please bring a copy of your invoice and photo ID matching the order name and address.

*Commercial and complex orders may be subject to additional delivery fees.

RETURN DELIVERIES

Shipping and delivery fees are not refundable after your delivery and the customer is responsible for paying the shipping fees to have the item(s) returned to our warehouse.

*Greater Montreal area includes: the islands of Montreal and Laval, the agglomeration of Longueil and the neighboring North and South Shore communities.

COVID-19 RESTRICTIONS

New COVID-19 Safety standards for all deliveries have been implemented and include: driver health screenings, practicing social distancing as much as possible, face coverings and protective gloves, frequent hand washing and hand sanitizing as well as regular cleaning and disinfecting of the truck cab. We are also verbally screening all clients requesting White Glove Delivery to ensure that they are healthy and have not recently traveled. 

HINTS FOR ORDERING AND DELIVERY

Measuring Before You Order

• Before you place your order, be sure to measure the entryway into your home. If items cannot fit into your home, we do not refund delivery and the item(s) are bound by the specific item’s return policy.
• We offer a Delivery Measuring Service in the Greater Toronto Area for $90 where we come to your home and measure your entryways to ensure proper clearance.

Preparing for Your Delivery

• To prepare your home for a safe and efficient delivery, be sure to set your rugs in the desired place, remove any frames or artwork from walls that may be susceptible to damage, secure any low-hanging light fixtures, remove any doors that may be necessary, and place any pets in another room of your home.
• If you live in a building that requires the use of an elevator, be sure to book its use in advance.
• During the winter, please make sure that any driveways and walkways are clear of snow and ice as the safety of your products and our delivery team are of the highest importance.

Inspecting Your Merchandise

• Our team thoroughly inspects every product before it leaves our warehouse and you (or the person you’ve deemed responsible as your designate) must take the time to inspect the merchandise to make sure that there are no damages or manufacturer defects.
• Many items are hand-crafted and utilize natural materials and therefore one can expect variations between a floor model, photos, or swatches.
• Upon pick-up or delivery, you will be asked to sign as acceptance of your merchandise and affirm that it is free of damage and manufacturer defects.
• If you should notice any damages or manufacturer defects upon delivery, you must note it on the Bill of Lading and call our Delivery Department (416-785-7885 x 458) while our delivery team is in your home so that we can properly assess the nature of the issue and deal with it accordingly.
• Failure to provide immediate notification of damages or manufacturer defects may impede your ability to submit a claim for resolution.
• Please note that after we have been made aware of the issue, it may take up to five business days to formulate a plan that addresses your claim. Depending on the nature of the claim, we may have one of our trained technicians resolve the issue to your satisfaction, arrange a replacement of the product altogether or offer an alternate product if stock of the original item is not readily available.

How Long Does Shipping Take?

For items in-stock, we endeavor to have your order ready to pickup or ship within 24 hours of order placement (Monday through Friday). For deliveries, we will contact you within 48 hours to book a convenient delivery time.