Shopping Information
Where are your products manufactured?
All Pacific Horizon Living products are manufactured by our trusted production partners in China. Each order is produced according to our quality standards before being shipped directly to the destination.
Do you keep inventory in Canada?
No. We do not maintain local inventory in Canada. All products are manufactured and shipped directly from our factory.
How long will my order take to arrive?
Delivery times vary depending on the product:
- Standard Products: Approximately 6–8 weeks
- Custom-Size & Special-Order Products: Approximately 10–16 weeks
Production begins after your order details have been confirmed and the required deposit has been received.
Can I customize my product?
Yes. Many of our products offer customization options, including dimensions, finishes, colors, and configurations. Please contact our sales team before placing your order to discuss available options.
Do you ship internationally?
Yes. We serve customers in multiple countries. Shipping availability, freight costs, and delivery schedules vary depending on the destination.
Does the listed price include shipping and installation?
No. Unless otherwise stated, product prices include manufacturing only. Shipping, import duties, taxes, customs clearance, local delivery, and installation services are charged separately.
Will I receive tracking information?
Yes. Once your order has been dispatched, we will provide shipping confirmation and tracking information when available.
Can I change or cancel my order?
Orders may be changed or canceled before production begins. Once manufacturing has started, custom or made-to-order products cannot be canceled or modified.
Payment Information
Which payment methods do you accept?
We accept major credit and debit cards, as well as other secure payment methods available during checkout.
Is my payment secure?
Yes. All online payments are processed through secure, encrypted payment gateways to help protect your personal and financial information.
Is a deposit required?
Depending on the order value or customization requirements, a deposit may be required before production begins. Our sales team will confirm the payment terms when your order is finalized.
When is the remaining balance due?
If your order requires a deposit, the remaining balance will be due according to the payment terms stated in your quotation or purchase agreement before shipment.
Will I receive an invoice?
Yes. A confirmation email and invoice will be provided after your order and payment have been successfully processed.
Are taxes and import duties included?
No. Unless specifically stated in writing, local taxes, import duties, customs clearance fees, and other government charges are the responsibility of the buyer.
Order Returns
Can I return my order?
Standard products may be eligible for return if they are unused, unassembled, uninstalled, and returned in their original packaging with prior approval from our customer support team.
Can custom products be returned?
No. Custom-size, made-to-order, modified, and special-order products are considered final sale once production has started and cannot be returned or exchanged.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is approved due to a verified manufacturing defect or shipping error.
Is there a restocking fee?
A restocking fee may apply to approved returns depending on the condition of the returned product.