Orders
Track an order
Every order moves through five stages, and you get an email at each one. Enter the order number and the email you ordered with to see where a piece is now.
Look up an order
The order number is on your confirmation and starts with LO-. Enter it with the email you ordered with and we will take you straight to the order.
What each stage means
Made-to-order pieces spend most of their time in production; in-stock pieces skip that stage and usually go from confirmed to delivered inside two weeks.
- Confirmed
- We have your order and payment. A person checks the address, the service level and any measurements you sent before anything moves. If something looks wrong, we email before the piece ships.
- In production
- The maker has started your piece. The confirmation shows the week we are working to, and we update it if the maker does; production usually takes 8–20 weeks for made-to-order pieces.
- At our warehouse
- The piece is in Toronto, unboxed, inspected for damage, and repacked for the road. Anything that fails inspection goes back to the maker without reaching you.
- Delivery scheduled
- The piece is with the carrier, and they have booked a four-hour window with you. Parcels carry a courier tracking number that we send in this email.
- Delivered
- The piece is in your home. Your 30-day return window on stocked pieces and the 48-hour window to report transit damage both start today.
Changing or cancelling an order
Changes, cancellations and any applicable charges depend on the written terms confirmed for your order. Contact us with your order reference before making changes.
To change an address or a delivery window, reply to any order email. We can move a scheduled delivery once at no charge with a business day’s notice.
Service levels, costs and lead times are on the delivery page.