frequently asked questions

Your product will be handmade in our Toronto factory and requires time to be custom-made. For current shipping times, please refer to specific products on our website under "Shipping." If you've already placed an order and would like an estimated shipping date, please contact us.

RETURN POLICY

We think you’re going to love your new custom made Monte product!

But in case your circumstances change, we offer a 14-day return policy from the date you receive your product, less a 10% return shipping fee.

Any returned product must be unused, in new condition, and returned in its original box & packaging.

PLEASE NOTE:

• For a return, once the product is received by us and in original condition, a refund will be processed.
• Mattresses are only refundable if in original compressed packaging.
• "Room of choice delivery" charge is non-refundable.
• Our return policy does not apply to the following items: pillows sold separately, cubino chairs, bassinet accessories, opened mattresses, floor models, in-stock sale items & any accessories; these items are all final sale.

To return an item within the 14 days, contact our customer service team or call 1-866-604-6755 between 9am - 5pm EST. Please have your order number & product details ready.

WARRANTY

For GLIDERS, ROCKERS, BEDS, SOFAS, CHAIRS & OTTOMANS

Rest Easy — our manufacturing warranty covers:

• There is a 2 year limited warranty on the battery and reclining mechanism for motorized chairs.
• 5 years on internal wood frame
• 5 years on internal springs
• 5 years on exterior metal frames or exposed woods
• 2 years on foam, fabric and metal glider mechanisms

For BASSINETS & CUBINO KIDS’ CHAIRS our manufacturing warranty covers:

• 1 year limited warranty against any defects in manufacturing

PLEASE NOTE:

• Original proof of purchase is required to make a claim; warranty is non-transferable.
• Our warranty does not apply to products purchased under the following circumstances:
  • Floor models or display models
  • Second hand or "as is" merchandise
  • Products obtained during a going out of business or liquidation sale
  • Items purchased through a rental company
• The following are NOT considered manufacturer’s defects and will NOT be covered under warranty:
  • regular wear and tear
  • dye transfers from clothing or other fabrics (such as dark denim staining the upholstery)
  • exposure to direct sunlight that causes damage/fading
  • misuse of product causing damage/deterioration (such as prolonged sitting on the arm of a glider)
  • failure to follow proper assembly, cleaning and/or care instructions
  • altering the product in any way (ie reupholstering, adding fabric treatment, etc)
• Warranty will be void if merchandise has been moved from original delivery address
• Monte Design reserves the right to charge for any additional expenses that may incur during a warranty claim (shipping and labour costs)

Unfortunately, at this time we do not ship to Alaska, American Samoa, Guam, Hawaii, Northern Mariana Islands, Puerto Rico, U.S. Virgin Islands.

Yes we ship to most International locations. Please contact us for quotes and eligibility.

Yes! Orders shipping to Europe can be placed through our EU website montedesign.eu.

We ship to the following European countries: Andorra | Austria | Belgium | Denmark | Finland | France | Germany | Greece | Iceland | Ireland | Italy | Luxembourg | Monaco | Netherlands | Norway | Portugal | San Marino | Spain | Sweden | Switzerland

Additional Locations: Hong Kong

Your order will be charged in Euros and shipping is complimentary.

If your country is not on the list please contact our customer service team for rates & eligibility.

No, your order is duty free. No other charges will be incurred.

All of our products are manufactured in our Toronto, Canada facility. Furthermore we source the majority of our materials from Canada, the U.S. and Europe.

We use Canadian Made 2.5lb foam Certi-pur certified foam. The high-density foam we use is low-voc (0.5 parts per million) and the highest quality available. It is made to endure several years of heavy use while maintaining its strength and comfort. Our foam is also made without flame retardants, phthalates, heavy metals or formaldehyde.

For customers that have a sensitivity or concern with foam products we do offer options that use no polyurethane foam. These options are exclusive to select retailers and feature organic natural latex foam and polyester fiber in place of polyurethane foam.

We offer a range of fabric options that are completely untreated and use no stain resistant highly fluorinated chemicals. For additional information on our fabric options visit our responsible manufacturing page our call us toll free at 1-866-604-6755.

We exclusively use Canadian-made water-based formaldehyde-free (Green Guard Certified) glue in our open-spray facility. Further, the raw plywood material that is used in our frame construction is TSCA Title VI compliant for formaldehyde emissions (0.05 ppm).

Yes, we are GREENGUARD Gold certified.

The Rockwell bassinet features foam sides. Breathable sides are not a safety requirement and there is no evidence that breathable sides make a safer bassinet. The primary safety concern with any bassinet or crib is the use of toys or blankets when your infant is less than 1 years old. SIDS (sudden infant death syndrome) is a safety concern for all new parents and any company claiming that breathable sides reduces the risk of SIDS would be in violation of the Federal Food, Drug, and Cosmetic Act (U.S.A). The FDA has never approved a product to reduce the risk of SIDS.

Yes. All our products meet or exceed all Canadian and American safety standards.

The Rockwell Bassinet meets all applicable CPSC, ASTM and Health Canada requirements for bassinets as detailed in ASTM F2194-16e1 (Specifications for Bassinets and Cradles) in the U.S. and SOR/2016-152 (Cribs, Cradles and Bassinet Regulations) in Canada.

All upholstered furniture meets CAL 117- 2013 requirements.

No. All of our products do not contain any harmful toxins such as PBDE's or any flame retardants. We are committed to using safe, proven and sustainable supplies for all our customers, especially the littlest ones. For more info, please visit our responsible manufacturing page.