Shipping & Returns
Parcel Delivery For Non-Oversized Mirrors
Non-oversized mirrors will be delivered via parcel delivery.
Contactless Delivery For Oversized Mirrors
For mirrors over 5 foot tall and our round mirrors that are over 48 inches, we've launched Contactless Delivery as our default delivery option. This means:
- Our delivery partners will be in touch with you to schedule a set date and time window for receiving your new mirror(s).
* We’ll deliver your mirror(s) to the front door of your house.
* If you live in a multi-unit apartment building, we’ll deliver to the front door of your apartment building. Some multi-tenant buildings are restricting access to non-residents — in these cases, our team will deliver to the closest point to your home that they’re safely able to.
For Oversized mirrors, please note that it takes 20-30 business days til delivery once we ship it out from our warehouse. This transit time is to be expected as the oversize mirror requires to be shipped with a large freight company.
Please note that due to covid, for the safety of the delivery team and of our customers, in-home delivery has been suspended until further notice.
Once the mirror(s) have been delivered, you will need some extra muscle to unpackage and place it in your room. We suggest at least two people as our mirrors are heavy.
Scheduling Your Delivery
For oversized mirrors, once your order is ready for delivery, we’ll be in touch to let you know when it will arrive and what to expect on delivery day. You'll never receive a surprise delivery: our team will contact you to set a date and time window for receiving your new mirror(s).
Non-oversized mirrors are often sent via parcel delivery. These deliveries are not scheduled in advance, but we will share tracking information so you know when to expect your order. Your delivery time window will be provided 24 - 48 hours ahead of your scheduled delivery date.
*Please note that failure to schedule a delivery date may result in storage fees in which the customer will be fully responsible for.
Shipping Beyond Our Standard Service Area
Orders to Hawaii, Alaska, less populous and/or remote areas of Canada (such as the Yukon, the Northwest Territories, Nova Scotia, New Brunswick, PEI, Newfoundland and Labrador, and Nunavut), and other locations outside of our standard service area are subject to additional shipping fees. The additional shipping fees will be calculated and emailed to you after you have placed your order. If you do not accept the additional shipping fees, your order will be canceled.
What is the shipping fee and delivery timeline?
For a limited time, we are offering free shipping on all orders* - With the exception of our large collection of mirrors that are over 5 foot tall or our round mirrors that are over 48 inches (additional shipping cost calculated at checkout). Orders are dispatched within 3-5 business days. Due to increased demand, some products can take 30-75 days to ship. The shipping time will depend on your location: USA & Canada shipping time: 3-7 business days. Please note that our larger mirrors take longer to be dispatched. It can take 10-15 business days to process your order.
For CUSTOM items and MADE TO ORDER items, you can expect an additional 2-3 weeks to process. Please note that the timeframe for pre-order items may be subject to change.
Will I be charged taxes?
USA & Canada: Taxes are applied at checkout according to the state/province of the shipping address.
Where do you ship to?
USA & Canada.
What is your refund policy?
Customers can cancel their order if their item has not shipped out. Please note that for MADE TO ORDER items, you must cancel within 24 hours of placing the order, to receive a full refund. After 24 hours, the item is already in production and CANNOT be refunded. In case of any breakage during transit on MADE TO ORDER items or CUSTOM ORDERS, we can only offer a replacement, NOT a refund.
For items on PRE-ORDER, customers will be charged a 20% non-refundable reservation fee. Please note that for PRE-ORDER items, you must cancel within 24 hours of placing the order, in order to receive a full refund and avoid the 20% reservation fee. If you need to cancel after 24 hours of the initial order and before the item is delivered, you will receive a full refund, minus a 20% non-refundable reservation charge.
Please note that CUSTOM orders and MADE TO ORDER items are FINALE SALE and NON-REFUNDABLE.
*Our Shipping Insurance is non-refundable. In case of a refund, the insurance cost will be deducted from the original amount. Your refund request needs to be approved by our team.
What if the mirror arrives broken?
Our packaging is pretty sturdy. But if you receive a damaged mirror, please let us know within 7 days of delivery so that we can assist you. *Do not dispose of the mirror or the original packaging of the mirror before communicating with us. We will need photo proof of the damage, we will not be able to proceed in assisting you otherwise. Customer has to provide a clear photo showing the entire mirror without any packaging on top. Customer is responsible to dispose of the broken/damaged and packaging afterwards.
*It is the customer's responsibility to unpack the mirror and ensure it is not defect/broken, within 7 days of receiving it. If the damage is reported after the given time frame, we will not be able to issue a refund or send out a replacement.
In case of any breakage during transit on MADE TO ORDER items or CUSTOM ORDERS, we can only offer a replacement, NOT a refund.
*Please note that our mirrors are handmade. It is normal for them to have little imperfections and blemishes. This is consistent with handmade products! Your hand-made mirror will have shading and color variations from the photo of our sample product on the website. This is mentioned on our website.
What is your return policy?
If you decide your item isn’t quite right, you have up to 15 days from the date of delivery to return your item(s). Our team is here to help.
The items must be in the same condition that you received it and it must be in the original packaging. In order to return an item you have to send it back to us at your own charge and we will give you a full refund provided that the goods are in the same condition and packaging. The item must be returned to our warehouse in Canada. Customer is responsible for any fee or extra charge for the return shipping (such as customs and duties).
*Please write to customer service for the return address and instructions. Take note that your return needs to be approved by West Mirrors beforehand.
CUSTOM items and MADE TO ORDER are FINAL SALE and cannot be returned.
Do you have a warranty?
Yes we have a 1 year warranty, that covers defects in materials and workmanship for one year from the products date of delivery.
If you experience issues with your items please let us know and we will organize replacement parts, repair, and in necessary cases, a complete replacement.
Please note that our warranties are non-transferable, and cannot be extended to re-sold items. Warranties are only valid when products are used for their intended purpose and exhibit normal use. Defects or damage resulting from negligence, misuse, accidents, abnormal use, modifications, or commercial purposes will not be covered by the West Mirrors warranty.
Can I cancel my order after the mirror has been shipped?
Orders can NOT be cancelled once the mirrors have been shipped out. No exceptions.
Customers will NOT be refunded fully should they choose to deny delivery. In the case that the customer refuses to continue with the shipment of their mirror, they will be charged any shipping cost that was covered by West Mirrors during the process of their shipment.
*Please note that a price match cannot be applied on pre-order items, made to order items and on orders that have already been fulfilled and shipped out.
