Store Policy
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Customer Care
FAQ:
Where do you ship?
We currently ship to Canada and the U.S. only.
How much is shipping?
We offer free standard shipping on all orders.
When can I expect my order to arrive?
Your order will ship within 1-3 business days, provided all items are in stock. You will be notified as soon as your order is shipped via email with a tracking number. Delivery will vary depending on where you're located and there may be delays due to customs, national holidays and weather. See delivery times listed below:
CANADA
Toronto: 1-2 Business Days.
Ontario + Quebec: 1-3 Business Days.
Rest of Canada: 5-7 Business Days.
USA: 6-10 Business Days.
To get a better idea of delivery time, please refer to the tracking link in your shipping email. Please note, that we rely on our carriers and their affiliated services within other countries and cannot always guarantee that shipments will be delivered on time.
Who do you ship with?
All orders are shipped via UPS, unless otherwise specified. If you refuse any shipment from Meredith Heron Designs, you are still responsible for the original shipping costs as well as any duties, taxes and customs charges. This amount will be subtracted from your merchandise refund.
Sales Taxes + Duties
Sales tax will be applied automatically during the checkout process to Canadian customers. Taxes are based on the province/territory where the items are being shipped. Customers outside of Canada are not charged taxes, but do bear the sole responsibility for any duties your local customs office may charge.
Return & Exchanges
We always want our customers to be happy with their purchase. If there is a problem with your rug, please call us first at 1-800-MY-RUG! If your rug is not suitable, please complete the return form. We will review it and issue an RMA. Requests must be made within 15 days of your rug arriving.
Once your request is approved, we will send out your Return Kit by mail. You should receive it within 7 business days. Please follow the instructions in your Return Kit. This will make returning your rug as seamless as possible. After we receive your return, we will inspect the rug and process the return or exchange. Shipping charges of $200/$300/$400 (depends on size & weight) will be deducted from any refund or credit issued.
Depending on where you live, shipping time will vary. When shipping an item for an exchange, we cannot guarantee that we will receive your returned item and we are not responsible for lost merchandise.
If the rug is returned soiled or damaged, a cleaning, repair or re-stocking fee may apply. We also reserve the right to deny a refund.
ers that they can buy with confidence.
Privacy & Safety
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
- [[INSERT DESCRIPTIONS OF OTHER TYPES OF TRACKING TECHNOLOGIES USED]]
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers [[INSERT ANY OTHER PAYMENT TYPES ACCEPTED]]), email address, and phone number. We refer to this information as “Order Information”.
[[INSERT ANY OTHER INFORMATION YOU COLLECT: OFFLINE DATA, PURCHASED MARKETING DATA/LISTS]]
When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
OTHER USES OF ORDER INFORMATION
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
OTHER USES OF DEVICE INFORMATION, INCLUDING: ADVERTISING/RETARGETING
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
BEHAVIOURAL ADVERTISING
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
- California: Opt out
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
YOUR RIGHTS
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
DATA RETENTION
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
CHANGES
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons. .
YOUR RIGHTS UNDER THE CALIFORNIA CONSUMER PRIVACY ACT
The California Consumer Privacy Act (CCPA) provides you with rights regarding how your data or personal information is treated. Under the legislation, California residents can choose to opt out of the “sale” of their personal information to third parties. Based on the CCPA definition, “sale” refers to data collection for the purpose of creating advertising and other communications. Learn more about CCPA and your privacy rights.
How to opt out
By clicking on the link below, we will no longer collect or sell your personal information. This applies to both third-parties and the data we collect to help personalize your experience on our website or through other communications. For more information, view our privacy policy.
CONTACT US
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at info@meredithheron.com or by mail using the details provided below:
Meredith Heron Designs
[Re: Privacy Compliance Officer]
Meredith Heron Design, 222 Bedford Road, Toronto ON M5R 2K9, Canada
Wholesale & Trade Inquiries
If you are interested in wholesale sales of our rugs please contact us directly at: rugs@meredithheroncollection.com.
Our wish to Elevate and Exceed Expectations extends to helping you. We believe that collaboration unites and strengthens the creative process and the industry. Given Meredith Heron Collection was born out of Meredith Heron Design, we understand the complexities of specifying the right product for clients.
We know that sometimes getting someone else’s input is helpful in weighing out your options. Our team is happy to provide you with suggestions for the perfect rug selection for your client’s space. Complete the Trade Account Program form to apply for a Trade Account and we will schedule an appointment from there.
From time to time you might want a rug sample and we’re happy to help you with that too. We have rug samples for every rug, in every offered colorway. Rug samples are available to loan and can be shipped out on the same day if the request is made by noon Eastern Time. A nominal fee of $100 is required for the rug sample and will be reimbursed upon return.
Complete the Trade Account form below to apply for our Trade Account Program. Trade accounts are subject to approval. We require a business number in order to offer you our trade pricing.