General Terms & Conditions — Online and In Store Orders
All confirmed Online and In Store orders are subject to our terms and conditions below. Please note these terms are related to orders placed within the continental United States. For Canadian and International orders, please reference their unique terms and conditions at time of ordering and purchase. Special Orders are subject to different terms and conditions.
Payment Methods and Terms — Online and In Store Orders
We accept Visa, MasterCard, and American Express for online orders. Online or in store orders that total over $25,000 USD will be subject to a 3% credit card service fee. Full payment is required to secure the available inventory.
Lead Times — Online and In Store Orders
Ready to Ship or In Stock Orders
Please allow 2-3 business days to process your order for shipping/pickup. Shipping and delivery delays are outside of our control.
Care and Maintenance:
It is the client’s responsibility to properly maintain and care for their furniture. Any spills should be wiped up immediately, heat protectants should be used, and proper care instructions should be followed. We always recommend the use of outdoor covers on outdoor furniture when not in use to prolong the lifespan. Further care instructions can be found on our website.
Natural Finish, Wood, and Limestone Disclaimer:
Most of our case goods are composed of solid wood or a combination of hardwood veneers and are finished with semi-transparent stains that highlight each piece and their unique identity. Our earthy plaster limestone finish is also comprised of natural materials. As a result, our products may vary in shade, texture or markings. These are not considered defects of the product, but rather a beautiful reminder of their organic composition.
Shifting in nature may occur, which often results in cracking. This is a completely normal response to the furniture's environment and is not considered a defect. The best way to mitigate this is by maintaining moderate temperature and humidity levels in your home.
Special order items and samples may vary slightly based on dye lot variances in the material. Muskoka Living does not claim responsibility for these variances.
Dimension Variance Disclaimer:
All special-order items are subject to a 0.5” variance in dimension.
Prop 65 Warning: These products can potentially expose you to chemicals including Flame Retardants, Formaldehyde, Phthalates, PFOA (perfluorooctanoic acid) and PFOS (perfluorooctane sulfonate), which are known to the State of California to cause cancer or birth defects or other reproductive harm. For more information go to www.P65Warnings.ca.gov/furniture
Intellectual Property:
All designs from our collection are the property of Muskoka Living and cannot be used, reproduced or distributed without our written consent. Muskoka Living reserves the right to advertise custom fabrication orders on their platforms.
Return Policy
Made to Order/Special Order Items
All Made-to-Order/Special Order items are final sale and cannot be cancelled, changed, returned, or exchanged.
Ready to Ship Items
Accessories, Decor, Rugs, Lamps
Ready to Ship items are eligible for exchange or store credit within 14 days of the date the item was purchased and are subject to a 15% restocking fee. Shipping, handling, and other charges are not refundable. You will need to arrange to have the items shipped or delivered back to our facility in Gardena. Upon inspection that the items are in perfect condition, the store credit will be issued or exchange will be processed.
In Stock Furniture Items
All In Stock or Annex/Sale Furniture
All In Stock Furniture items are final sale and cannot be cancelled, changed, returned or exchanged.
How to Return Eligible Items
Email us at info@muskokaliving.com with your order number, the item(s) you'd like to return, and the reason for the return. We'll get back to you within 48 hours.
Pack your return securely and send us the tracking number once it's on the way. Please note: we can't be responsible for any items lost or damaged during return shipping, so make sure everything is packaged properly.
Ship returns to: RETURNS MLI USA, LLC 17920 S Figueroa St Gardena, CA 90248
Once we receive the return, please allow 5–7 business days for your store credit to be processed.
Shipping & Delivery
GENERAL SHIPPING POLICY
Shipping - USA We currently ship eligible orders within the continental United States only. At this time, we are unable to deliver to Hawaii or Alaska.
Shipping - Canada Canadian customers are welcome to contact us at portcarling@muskokaliving.ca to request a tailored shipping quote or to inquire about upcoming delivery opportunities to Canada.
Shipping - Internationally Unfortunately we do not currently ship internationally. You are welcome to engage your own shipping company to pickup at our Gardena, CA warehouse, however.
SHIPPING/DELIVERY OPTIONS - USA
1. Made-to-Order Furniture
To arrange shipping for made-to-order pieces, please reach out to your Sales Representative or email info@muskokaliving.com.
Deliveries are coordinated through independent shipping partners.
Pricing does not include packing, freight, handling, insurance, or applicable taxes.
We highly recommend white glove delivery for these items. This service is performed by experienced professionals and typically costs 10–20% of your order total.
Due to the nature and value of our furniture, we do not suggest using standard freight carriers (LTL) for delivery.
You're also welcome to arrange your own transport and collect your items from our warehouse in Gardena, CA.
Additional Information:
It is the customer’s responsibility to ensure the items will fit through all entry points (e.g., doorways, staircases, elevators).
All orders are available for pickup FOB from our Los Angeles, CA facility.
Protective packaging (e.g., crating/cartoning) is available for an additional fee and is not included in the product price.
If your delivery involves stairs or requires a Certificate of Insurance (COI), this must be communicated during the quoting process. Please note we do not offer umbrella COI coverage.
Any damage must be noted at the time of delivery on the shipper’s Bill of Lading immediately, before they leave the resident. Claims must be resolved directly with the shipping provider, as Muskoka Living is not liable for damages incurred in transit.
2. Ready-to-Ship Items
Products that qualify for parcel delivery will have shipping rates calculated automatically at checkout.
Most shipments are handled via UPS.
Please allow 2-3 business days for processing prior to shipment.
A shipping confirmation and tracking information will be provided once your order is on its way.
We do not offer international shipping at this time.
3. In-Stock Furniture
Shipping options for in-stock furniture will be displayed at checkout. For purchases exceeding $25,000 USD, you will be prompted to contact us directly to coordinate payment and delivery.
a) Warehouse Pickup – Gardena, CA Pickups are free and available at 17920 S Figueroa St, Gardena. Appointments are required and can be scheduled on Mondays and Tuesdays between 8am and 1pm. Customers may use their own vehicle or arrange for a third-party pickup. b) Local White Glove Delivery – Greater Los Angeles Area We work with a local third-party delivery company to offer premium delivery service to select nearby regions including Los Angeles, Orange County, Calabasas, Sherman Oaks, Encino, and surrounding areas. Delivery fees are calculated based on your zip code and the value of your order.
c) Southern California White Glove Delivery If you are located elsewhere in Southern California, please get in touch for a customized delivery quote.
d) Delivery Outside of Southern California We’re happy to provide a shipping estimate for areas beyond Southern California. Please contact us for details.
Accessibility (Note on Home Access)
It is the customer’s responsibility to ensure the item(s) will fit through all access points, including hallways, stairwells, elevators, and doorways. Returns will not be accepted if delivery is not possible. In such cases, items will be left curbside or will have to be returned to our warehouse at the expense of the client. If there is uncertainty about items fitting, we would suggest scheduling a check measure with the delivery company.
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