Customer Service

People come first. We believe whole-heartedly that relationships are everything; from our customer service to our custom design services.

We work tirelessly to ensure every order is perfect, whether you’re looking for a paperweight that fits in your palm of your hand, or a full-scale design overhaul that outfits your entire home.

If you can’t find the answer you’re looking for in the FAQs below – or if you’d like to send us some feedback – please don’t hesitate to contact us.

Frequently Asked Questions

Placing an Online Order

How do I set up an account?

Simply visit our Accounts page and fill out the requested fields.

Why should I create an online account?

An online account with thecrossdesign.com allows you to place orders quickly and easily without having to enter all your personal information each time you visit. With an account, you’ll also be able to create a Wish List and keep a history of all your orders, among other things. Be assured, any information you provide to us is held in the strictest confidence and your privacy is guaranteed.

How do I place an order? Order online:
Ordering at thecrossdesign.com is fast, safe and available 24 hours a day, seven days a week. After you’ve added items to your Shopping Cart, just follow the simple checkout instructions and we’ll process your order right away. You can also put your items on hold by leaving them in your shopping cart or on your Wish List to access at a later date. Order by phone:
Sometimes it’s easier to speak with someone friendly who can answer any questions you may have. We can be reached at:
T: 1-604-689-2900
Monday – Saturday 10:00 a.m. to 6:00 p.m. PST. Sundays 11:00 a.m. to 5 p.m. PST
What are my payment options?

We accept Visa, Mastercard and Paypal.

Is your website secure?

The security of personal information is a high priority for us. To find out more about the measures The Cross has in place to ensure a secure shopping experience, please refer to our privacy page.

Do I get an order confirmation?

Upon placing an order with The Cross, you will be sent a confirmation number immediately after your order has been successfully submitted. We will also send you a confirmation email providing tracking information once your order has shipped. If you don’t receive an email confirmation, check your “bulk,” “spam” or “junk” folder. If it is not there, contact us and we’ll confirm your order.

Returns

What if I am not completely satisfied with my purchase? How do I return it?

We make every effort to select and sell products constructed of the highest-grade materials built by highly skilled people to exacting standards. We also keep up- to-date information on all our products so that you may make informed choices when purchasing from us. However, we understand that sometimes you may simply change your mind. We want your experience of shopping at The Cross Decor & Design to be a positive one.

You may return your item(s) within 30 days of receipt for a refund of the purchase price, excluding shipping and handling costs. Please refer to our Returns section to find instructions on how to submit a return request.

Do you pay for return shipping?

Our customers pay for shipping costs on returns, but we do not charge a restocking fee. We want to provide a hassle-free return for you when a product doesn’t work out. Ultimately, we want you to be happy with every purchase at The Cross!

My item arrived damaged!

Items are carefully designed and packaged to withstand the rigours of travel, but sometimes damage does occur en route.

Please inspect your purchase immediately upon receipt. If there is any damage or if any product is defective, contact us immediately.

In order to process your claim, please send up to three low-resolution digital photos, including one photo of the box that the item shipped in, to online@thecrossdesign.com. Make sure to keep all of the original packing material! We will work with you to ensure your item(s) are repaired or replaced in a timely manner at no extra cost to you.

Shipping

Standard shipping within Canada:

$14.95 FLAT RATE shipping within Canada and $19.95 within the USA (*excluding for large or specified items such as furniture and lighting). These prices refer to online purchases only. In-store pickup is always free.

Please note that some of our suppliers also require a mandatory shipping charge. When this applies to a product, a note will appear on the product page indicating the exact amount. This amount will be added to your shopping cart.

We ship to the Yukon, Northwest Territories, Nunavut and other remote regions but additional shipping fees may apply. Please contact us prior to placing an order to obtain a shipping quote. If you place an order without obtaining a shipping quote, we will contact you with shipping fees via email prior to shipping your product(s). You will need to respond to this email indicating that we can proceed with the order.

Do you ship outside Canada?

We ship to the U.S. and other international locations but additional shipping fees may apply. Please contact us prior to placing an order to obtain a shipping quote. If you place an order without obtaining a shipping quote, we will contact you with shipping fees via email prior to shipping your product(s). You will need to respond to this email indicating that we can proceed with the order. Please note that due to certain manufacturer restrictions, some products cannot be shipped outside Canada.

Outside of Canada, we do not charge sales taxes, although you may be liable to import duties on some items. You are responsible for paying import duties to your country.

How long will it take for my order to ship?

Different scenarios apply to specific items. We have certain articles in stock while others are shipped directly from the manufacturer. Each product’s detail page indicates the number of days in which the items will ship. This information is noted under the price of the item, e.g., “Availability: 1-2 weeks.’’

Please see our main Shipping section to learn more about our shipping policies.

Wish Lists & Registries

Can I create a Wish List with The Cross Decor & Design?

Of course you can. Sometimes you’re not quite ready to make that final purchase; you need time to think about it, or you need to take exact measurements to make sure it will fit. A Wish List is a convenient solution when you don’t want to start your search all over again. To create a Wish List, you must create an account or be logged into your existing account. When you see a product that you would like to add, simply click the “add to Wish List” link.

Can I create a gift registry with The Cross?

Yes. Our Be Loved gift registry has launched and you can now create one online. Once you create your registry, one of our registry experts will contact you to guide you through the process and book an optional appointment to help you create a curated registry that  will fit your own style.

Do you offer gift wrapping?

Yes, we do offer gift wrapping. During your checkout process you can select the "gift options" box and add a note. Our gift wrapping is complimentary. 

Gift Cards

How do I purchase a gift card?

The Cross Decor & Design gift cards are available online. You can also call 1-604-689-2900 or email online@thecrossdesign.com for details. At the moment, our gift cards can not be redeemed online but you can always call us or send us an email if you wish to make a purchase with your gift card.

Privacy & Security

What type of personal information does The Cross collect and how is it used?

Your privacy is important to us. Please refer to our privacy page to find out how we collect and use your personal information.

Price Match Guarantee

The Cross is dedicated to offering great modern design at competitive prices. If you find one of our products offered online in Canada for less (within 7 days after purchase), we will match that price or refund the difference. Please note that shipping costs (where applicable) are not reflected in our prices.

Terms and conditions

1. The comparison must apply to authorized e-tailers in Canada that have identical product in stock; it must be brand-new (no refurbished, remanufactured or copies), priced accurately and covered by the manufacturer’s warranty. Auctions or auction sites are not included. Clearance sales do not apply.

2. The price quoted by the other retailer must include all applicable charges, including those for options, custom finish, materials, upholstery (etc.), shipping and handling.

3. The total price match must be sent to The Cross within 7 business days.

Note:Similar products found in the U.S. might have lower prices. Keep in mind that products ordered from the U.S. will probably have additional “hidden” costs for delivery to Canada and duty fees. Import duties often come as unexpected and unpleasant surprises. They are generally recovered in the form of a letter from the government, once your products have been delivered. With The Cross, no such surprises will occur. The price indicated at your checkout is the price you will pay. How to submit a Price Match Guarantee claim

To report a lower price and request a price match, contact us and provide the following:

  • A link to the web page of the product offered by the other retailer.
  • Our competitor’s price.
  • A list of any applicable options (finish, material, etc.) you have selected for this product.