FAQ's

Online Orders & Shopping

Can I order by telephone?
Absolutely! You can reach us at 1.514.842.4774, Heures d’ouverture: Du lundi au vendredi, de 8 h 00 - 16 h 00, EST.

Do I need a registered account to make a purchase?
No, but we do encourage you to become a registered user so that your address information and order history are on file for easy future ordering. Registered users can also add their favorite designer or Design Center to an order in their account profile.

When will my credit card be charged?
Your credit card will be charged in full at the time the order is placed. Our full terms and conditions of sale outline this.

What methods of payment do you accept?
We accept Visa, MasterCard, American Express and Flexiti.

Will tax be charged to my order?
Taxes are calculated based on the laws and regulations of the order’s shipping address. Each city/state has different laws regarding the taxation of merchandise as well as freight and handling.

What is your cancellation policy?
We cannot accept order cancellations on any custom-made or custom-cut items after 72 hours of order placement. For all other items that have not shipped, we will accept cancellations and issue full refunds to your credit card. To cancel an ethanallen.ca order, please contact our Internet Service Center at 1.514.842.4774 or email us at CanadaCS@ethanallen.com. For items that have shipped, please refer to the return policy that applies.

How do I make changes to or cancel my order?
You can either speak with a client service professional at 1.514.842.4774 or email us at CanadaCS@ethanallen.com. We will need your order number and details of the item(s) you would like to change or cancel. If your order was placed in a Design Center, you should contact that location to change or cancel your order.

When can I expect a refund for a cancelled item?
It can take up to 5 business days for your cancellation and refund to be processed. A credit will be issued to the original credit card account.

How can I check the status of my online/in-store order?
You can check the status of your order here. You can check your order by logging in as a registered user or as a guest with your order information.

Where can I find the status of something I purchased in the Design Center?
You can check the status of your order here, or you may contact the Design Center directly. You can find Design Center contact information here.

Are your prices the same online and in-store?
All prices and services featured on ethanallen.ca are quoted in Canadian dollars and are valid and effective only in Canada.

Are all of your products available for sale online?
Many of our products and custom options are available online, but there’s a lot more to see in Design Centers. Visit your local Design Center to discover our full product assortment.

Are the delivery dates on your product pages guaranteed?
Although we strive to provide the most accurate time frames for when you can expect to receive your order, sometimes delays do occur. If your order's production should fall significantly behind schedule, you will receive an email update.

How do I list my preferred designer on my online order?
To list a designer while placing an order, you need to have an account and be logged in. In your account profile, locate the “Preferred Design Center and Design Consultant” fields and then select in the Design Center location and the designer’s name. Don’t have an account? Register for one here.

Do I need to take measurements prior to placing an order?
It is always a good idea to consider where items will be placed and any potential delivery obstacles. Please view our Measuring for Your Furniture Delivery section for more information. Need help determining if an item will fit? We recommend using our complimentary design service, which is available through your local Design Center.

I am receiving an error message asking me to contact my financial institution. What is wrong?
We have address verification with credit card validation in place at checkout. If you're receiving this message, it could mean your financial institution cannot validate your address. Please confirm the address you entered matches the one on your billing statement.

Will you share my email, home, or business address with other companies?
We have a strict privacy policy in place. For more information, click here.

What web browsers does your site support?
For best viewing of ethanallen.ca, make sure your browser is updated to the latest version. Our site is responsive and is supported on the latest versions of:

Google Chrome
Internet explorer
Mozilla Firefox
Safari

Shipping and Delivery for Online Orders

What locations do you ship to?
We currently ship to destinations within Canada; however, remote areas and island addresses requiring ferry service may be subject to special rates. We do not ship to P.O. boxes, APO and FPO addresses. Please contact our Internet Service Center at 1.514.842.4774 or email us at CanadaCS@ethanallen.com for more information on shipping to an address involving ferry service.

Do you ship internationally?
We do not ship internationally at this time.

What methods of shipment do you use?
We determine the shipping method based on the item and its packaging. Each product's detail page displays its availability and shipping method. Swatch orders ship via Canada Post, while many of our smaller accent items ship via Purolator. Larger accent items and furniture items are delivered via our Premier In-home Delivery service.

What does the Premier In-home Delivery service include?
With Premier In-Home Delivery, our exceptional customer service continues right to your door. Our skilled delivery team inspects and prepares each item before carefully assembling it (when necessary) and placing it in your home. Premier In-Home Delivery is scheduled by appointment. Please note that our delivery teams cannot install electronic equipment in our furniture.

What are your shipping and handling charges?
Ethan Allen Members receive free in-home delivery and standard Parcel Post shipping every day. For non-members, our shipping and handling and Premier In-Home Delivery rate schedule can be found here.

Can I pick up my order in a Design Center?
Pickup is not available for items that ship via Premier In-Home Delivery; however, should you wish to pick up an item that normally ships via Purolator at a Design Center, please call us at 1.514.842.4774 or email us at CanadaCS@ethanallen.com. Standard shipping rates still apply.

I ordered multiple items. Will they be delivered separately or together?
Items that ship via Purolator will be shipped as the orders are filled. Premier In-Home Delivery items are typically held until all items have arrived at your local service center. If you’d like to request multiple deliveries, please call the delivery number on your confirmation email. Please note that additional fees may apply to multiple deliveries.

Can my order be expedited?
Expedited shipping is not available for Canadian orders. Please view our shipping and handling rates for more information.

Whom can I call to schedule delivery?
The contact number for the Ethan Allen service center that will complete your Premier In-Home delivery is included in your order confirmation email. If you are unable to locate your order confirmation email but know your local Ethan Allen Design Center, delivery information can be found here.

Returns and Exchanges

Can I return an item I purchased online?
We do not accept returns on custom-made or custom-finished items; clearance items; mattresses, mattress pads, foundations, or box springs; direct-wire lighting (includes chandeliers); custom-cut fabrics; or custom artwork/mirrors. Items that ship Parcel Post can be sent back to the mailing address on the packing slip within 30 days of receipt. For items that ship via Premier In-Home Delivery, a return pickup can be scheduled if the return request is made within 3 days of delivery. Please contact us at 1.514.842.4774 or email us at CanadaCS@ethanallen.com to begin the return process. A scheduling representative will then contact you to set up a pickup time. There will be a 15% pickup/handling fee. See complete return procedure and fees in our purchase terms and conditions.

What do I do if there is a problem with an item/package I have received via Parcel Post?
If the item you received via Parcel Post is damaged or defective or you have received the wrong item, please call us at 1.514.842.4774 or email us at CanadaCS@ethanallen.com to initiate warranty service. Our client service professionals are available Monday through Friday, 8:00 AM to 4:00 PM ET, to assist you. In instances of damage, if you email us, please include photos of the item to help expedite the process.

What do I do if there is a problem with an item that was delivered via Premier In-home delivery?
If you accepted delivery of a damaged or defective item or you feel you have received the wrong item, please call the service telephone number included on your confirmation email to request a service appointment. If you are unsure of the number to call, please call us at 1.514.842.4774 or email us at CanadaCS@ethanallen.com with your order number and details. Our client service professionals are available Monday through Friday, 8:00 AM to 4:00 PM ET, to assist you.

How long does a refund take?
A credit to the original credit card account will be issued within 15 days after either the pickup date or the date we receive the item at our returns distribution center. Refunds generally appear on your credit card statement within one to two billing cycles.

Can I return larger furniture to a Design Center?
Items delivered via our Premier In-home delivery service cannot be returned to a local Design Center. A pickup must be scheduled to arrange a return.

Product and Warranty information

What is your warranty?
Please see our warranty brochure.

Where can I find the use and care information for my piece?
Please see our Use & Care brochure.

Do you offer an extended warranty plan?
Yes, we have a Furniture Protection Plan, and an Outdoor Furniture Protection Plan.

I need a part. How can I order it?
Parts, if available, can be ordered through any of our Design Centers.

Who do I contact for warranty service?
If your Ethan Allen product is received damaged or develops a manufacturing defect that is covered by the Ethan Allen Limited Warranty, contact the Ethan Allen service center that delivered your order, call our Internet Service Center at 1.514.842.4774 or email us at CanadaCS@ethanallen.com to speak with a client service professional.

Can you assist in the non-warranty repair of my Ethan Allen item?
Some Ethan Allen locations offer repair services or can recommend a repair company that clients have worked with in the past. If you are unsure of where your local Ethan Allen Design Center is located, you can find it here. If you are unable to locate your nearest Design Center through the link, please email us at CanadaCS@ethanallen.com (be sure to tell us your postal code), and we will be happy to supply you with the contact information of the Ethan Allen Design Center nearest you.

Does Ethan Allen reupholster items?
We typically do not reupholster items, but that does vary from location to location. Please contact your local Ethan Allen Design Center to see if this is a service it offers.

Can I purchase stain or paint directly from Ethan Allen?
No, we do not sell any of our stains or paints for consumer use.

Are touchup markers available?
Some of our Ethan Allen Design Centers have touchup markers on hand and others can order them for you. To order them online, visit touchupsolutions.com.

Can I order a slipcover for my existing Ethan Allen sofa?
Some upholstery pieces have specialized slipcovers that can be ordered through any of our Design Centers. If your piece does not have a specific slipcover, a local Design Center may be able to help you with a custom made slipcover for you.

What furniture polish should I use?
Although Ethan Allen does not recommend the use of polishes on our products, we do understand that, from time to time, you may want to use a polish when cleaning your furniture. Some clients have had success with polishing products from Guardsman.com. Do not use any polishes that contain waxes or silicones. As always, we recommend that you test any product on the back or underside of your furniture to make sure that it does not react poorly with the finish.

Can I use my own fabric on your item?
Ethan Allen is not able to manufacture items using non-Ethan Allen fabrics. Every piece Ethan Allen manufactures must meet our high quality standards, and our fabrics have been tested to ensure these standards are met. We can, however, manufacture your piece in muslin. This fabric is suitable for an upholsterer to re-cover.

Do you have samples available?
Samples of our products can be seen at any of our Design Centers. However, if you wish to order fabric or leather swatches, we have many available here. We also offer rug and wood finish swatches online for select Ethan Allen | Disney products. Swatch information will appear on the product detail page, if available.

Does your upholstered furniture contain flame retardants?
All of Ethan Allen’s upholstery products are 100% flame retardant free in accordance with our standards of manufacturing..

Where is my product coming from?
For more than 85 years, Ethan Allen has been producing quality home furnishings. We are committed to providing high-quality products at the best value for our clients. Ethan Allen owns and operates five manufacturing facilities, including two manufacturing plants and one sawmill in the United States plus one plant each in Mexico and Honduras. Approximately 75% of our products are made in our North American plants. Our imported products are designed and engineered by Ethan Allen and manufactured solely for Ethan Allen in accordance with our specifications.

Does Ethan Allen have an affiliate program?
Yes, we do. You can find more information here.

How do I get added to your catalog mailing list?
To be added to our mailing list, please email your mailing address to mailings@ethanallen.com or visit our Mailing List Preferences page to enter your mailing address.

How do I stop receiving Ethan Allen emails and mail?
You can be removed from our catalog mailing list here. You can be removed from our email list by clicking the "Unsubscribe" link on one of our emails or by visiting our Email Preferences page.

Gift Certificates

How do I purchase gift certificates online?
Gift certificates cannot be purchased online. Please visit your local Design Center to purchase a gift certificate. We cannot take gift certificate orders over the phone.

How do I check my gift certificate balance?
To check the balance on your Ethan Allen gift certificate, please contact the Design Center where you purchased it and ask to speak with an Operations Administrator.

How do I redeem a gift certificate?
Your gift certificate cannot be used for online orders in Canada. Gift certificates can only be redeemed at participating Ethan Allen Design Centers.

What if I lose a gift certificate?
An Ethan Allen gift certificates should be treated like cash. The gift certificate value will not be replaced or replenished if it is lost, stolen or used without permission.