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Frequently Asked Questions about our products and online store

How do I place an order?
To place an order using fairmontstore.com, simply add the items you wish to purchase to your shopping cart. You can use our product navigation or search for items to add to your cart. Once you have added all the items you wish to order, you can begin the checkout process by clicking on the “shopping cart” link near the top of the page and clicking on the “checkout” button from the shopping cart. Please make sure you are using the proper site based on your shipping destination of the United States or Canada.

Checking out is a simple three-step process.

Step 1: User information
This is where you enter your billing information and shipping information. You also have the option to log in to your account using your e-mail address and password, where all information will be auto-populated.

Step 2: Review information and payment information
This is where you get to review your order and make any changes. At this step you will see what your applicable taxes are (based on the destination you are shipping to). This step will allow you to enter a promotional code as well as select your preferred shipping method. Your total will update once any promotional code and shipping option is chosen. Click the “complete my purchase” button to complete the transaction.

Step 3: Order confirmation
If your order was successfully processed, you will receive an order ID onscreen. You will also receive an e-mail confirmation of your order. An e-mail receipt will be sent shortly and you are able to keep this for your records. This page will give you the option to create an account. If you create an account, you will be able to log in to the site and track your order.

How do I use the shopping cart?
The shopping cart is where all of the items you wish to purchase will be placed after you click on the “add to cart” button on an item page. There are several actions you can perform on this page.

Updating quantities:
If you need to change the quantity for an item in your cart, select the number in the quantity text field and type in the new quantity. Click on the “update” box to have your changes saved.

Removing items:
If you need to remove an item, you can either click on the “remove” link for that item or you can change the quantity to zero (0) and press the “update” box.

Checking out:
Once you’re ready to begin placing your order, press the “checkout” button to begin the checkout process. You will have the option to return to the site by clicking on the “return to store” link should you need to make any changes to your cart.


How are items shipped? What shipping options do I have?
United States orders:
The default option for all orders being shipped within the continental United States is ground transportation. Depending on the shipping destination, you will have various expedited shipping options available.

Canada orders:
Orders shipping to Canada are available to be shipped to all provinces. If shipping to Northwest Territories, Nunavut or Yukon, please provide a PO box address as we are only able to ship using Canada Post to these territories.

All other international orders:
For all other destinations, we offer an International Economy and International Priority shipping option. Delivery times will vary depending on the destination.


How are shipping costs calculated?
Shipping costs on items are calculated based on the total amount of your order before any taxes have been applied (excluding bed orders). The delivery cost of the bed order may vary based on location. If you are in an outlying area in your province the delivery company applies additional charges for delivery. We will confirm these fees when we confirm your order and charge any additional fees at that time. If you would like a quote before ordering please call 800-866-9566.

Please note that all prices on this site are listed in Canadian dollars.

Shipping costs
    • Spend up to $30.99 and pay $9.50 for shipping.
    • Spend $31 to $50.99 and pay $14.50 for shipping.
    • Spend $51 to $75.99 and pay $19.50 for shipping.
    • Spend $76 to $100.99 and pay $24.50 for shipping.
    • Spend $101 to $150.99 and pay $29.50 for shipping.
    • Spend $151 to $200.99 and pay $34.50 for shipping.
    • Spend $201 to $249.99 and pay $44.50 for shipping.
    • Spend $250 and above and receive FREE shipping.

How do I finalize my order?
To finalize your order, you must complete the checkout process. At Step Two you will have the opportunity to review your order and make any necessary changes. You will then enter your payment information using up to two credit cards to make your purchase. You then press the “complete order” button. Your credit card will be authorized and, upon a successful transaction, your order will be completed.

If you have a Fairmont gift card, please call us at 1 800 866 9566 and we will place the order for you over the telephone. We are unable to accept Fairmont gift cards as payment on the fairmontstore.com site, but we can process them manually.

You will receive an onscreen order receipt and confirmation as well as an e-mail confirmation.

Who is responsible for international duties and taxes?
All duties and taxes are the responsibility of the recipient and will be assessed upon delivery. Please note that all prices listed on this site are listed in Canadian dollars.

What is your return policy?

Items are accepted for credit or exchange if returned in new/saleable condition within 30 days of purchase. All returns must be requested by email or phone before returning to us the seller, a refund or exchange will be made as requested by the purchaser at the sellers discretion and upon inspection of the products. Please call 1 800 866 9566 if you have any questions.

Please note that beds, pillows and opened bedding are not returnable, this policy is in place for the protection of all customers. 

It is the responsibility of the customer to ensure the items reach us safely, we cannot be held responsible for items lost or damaged in the mail upon return. For items being sent to our Returns department, please be sure to ship your item by insured, traceable mail. This service is offered by USPS, UPS, FedEx and other carriers. Please call 1-800-866-9566 or email shop@fairmont.com for our returns information or if you have any questions. 

Fairmont Store
Attn: Returns
Bay 7, 102 Boulder Crescent
Canmore, AB T1W 1L2


Using a Fairmont Gift Card?
Fairmont Gift Cards can now be accepted on our web store. Once you have added all of your items to your shopping cart proceed to the Checkout. Enter all customer information: email, phone number, contact name and shipping address then continue to shipping method. To the right of the screen enter your gift card number before entering credit card information and click apply. Any amounts above the gift card value can then be paid for with your payment method of choice.