Frequently Asked Questions (FAQ)

HOW DO I PLACE AN ORDER?

 

At present, sales are made exclusively through one of our Shop representatives. These are one-of-a-kind objects and we want to ensure we get your order just right. Speaking with a member of our team to answer questions will help ensure your order is processed smoothly.

 

From our website, there are two ways to place an order:

 

 

Online

 

Browse our online store, select the products that you are interested in purchasing and add them to your “Order Inquiry” by selecting the button on the product page. Once all items are selected, follow the instructions to submit your Order Enquiry to our sales team who will follow up promptly to confirm lead times and shipping details. At this time, you will be asked to provide payment information and confirm whether you would like to complete the order in full, or make any changes to the original request.

 

 

By Phone

 

If you wish to place the order directly by phone, please contact us at:

1-709-658-3509

Monday – Friday: 9:00 a.m. to 4:30 p.m. NDT.

 

 

Showrooms

 

Fogo Island Inn

Most of our products were created for and are used at the Fogo Island Inn.

Further information about the Fogo Island Inn is available on their website.

 

 

Klaus by Nienkämper

Some of our products can be viewed and purchased through our Toronto Retail partner, Klaus by Nienkämper. The Klaus showroom is located at:

 

300 King Street East

Toronto, ON

M5A 1K4

 

Klaus Hours

Monday – Friday: 10am – 6pm

Saturday: 11am – 5pm

 

Klaus General Enquiries

T. 416 362 3434

F. 416 362 3843

Website. www.klausn.com

 

WHAT ARE YOUR PRODUCTION LEAD TIMES?

 

Our products are made to order and we do not maintain inventory. Each item has a specific lead time that can range from one week to one year depending on the complexity of the piece.

 

Lead times represent our best estimate, but are subject to change. Fogo Island Shop also sources inputs as local as possible to our production facility, with limitations depending on supplier availability. We do everything we can to ensure turnaround time from order to delivery is as short as possible.

 

 

WHERE ARE YOU LOCATED?

 

The Fogo Island Shop is located on Fogo Island, NL in the community of Barr’d Islands. Products are made at our workshop located in the community Society of United Fisherman’s Hall (SUF Hall) and by members of the local Winds & Waves Craft Guild. Visitors to Fogo Island can come and meet the makers on site and learn about the handcrafted elements of each piece. We believe having the opportunity to make a personal connection with the makers will provide the greatest value in connecting with the stories behind each of these hand-made, specialty items.

 

 

WHAT ARE MY PAYMENT OPTIONS?

 

We accept Visa, MasterCard and American Express.

 

 

WHAT CURRENCY WILL MY ORDER BE CHARGED IN?

 

All prices are displayed in Canadian Dollars and all transactions will be processed in Canadian Dollar equivalent.

 

 

DO YOU CHARGE TAXES?

 

The Fogo Island Shop is required to collect sales tax on product sales within Canada. Taxes are charged at the Federal / Provincial rates applicable to the delivery point.

 

No taxes will be charged on orders shipped to the United States or Overseas. Any duties and taxes charged at customs when sending outside of Canada will be the buyer’s responsibility to pay.

 

 

WHAT IS YOUR RETURN POLICY?

 

Please note we typically do not offer refunds or returns as our products are custom-made to order. If you are not completely satisfied with your order, please contact us.

 

Returns and refunds will be processed in the case of damaged goods on a pre-approval basis. Items are carefully designed and packaged to withstand the rigors of travel, but sometimes damage does occur while in transit.

 

Please inspect your purchase upon receipt and if there is any damage, contact us immediately. Notifications received beyond 15 days from the date of customer delivery will not be eligible for a damage refund.

 

In order to process your damage claim, please send us low-resolution digital photos including one photo of the packaging to [email protected]

 

Once reviewed, we will notify you of acceptance and provide necessary details regarding return shipping and packaging. A credit will be applied to your credit card or original method of payment.

 

We will work with you to ensure any damaged item(s) are repaired or replaced in a timely manner at no extra cost to you.

 

 

DO YOU OFFER GIFT CARDS?

 

We do not offer gift cards at this time, but plans are in the works for the very near future! If you are interested in purchasing a gift card, please send us your contact information so we can update you when this new programme is available.

 

 

WHY DOESN'T THE PRODUCT I ORDERED LOOK EXACTLY AS IT DID IN THE PICTURE?

 

All products are handmade and may vary slightly in appearance. When your order is placed, be sure to identify any specific colour and / or fabric requests.

 

 

DO YOU HAVE A TRADE PROGAM FOR DESIGNERS?

 

Absolutely! 

 

We love working directly with designers through our trade program. We also offer COM pricing on all upholstered furniture items. Please contact us by emailing [email protected] for further information on our Trade Discount program and COM pricing.

 

 

WHAT DOES THE ECONOMIC NUTRITION LABEL MEAN?

 

Our economic nutrition labels are intended to bring a degree of transparency into how the money from your purchase will be invested into our business model, and more importantly, into the greater economy.

 

The label breaks down the input costs to design, produce and ship the product to your door as a percentage of the purchase price. The label also identifies where we source these inputs by geographical region. Further details can be found on our Economic Nutrition page.

 

 

HOW IS THE FOGO ISLAND SHOP A SOCIAL ENTERPRISE?

 

The Fogo Island Shop is an initiative of Shorefast Foundation, a registered Canadian charity focused on catalyzing and leveraging the inherent value in rural places.

 

The Fogo Island Shop is one element in Shorefast’s social enterprise framework, where social business means “using business minded ways to achieve social goals”. All of our products are priced to create a 15% net surplus, 100% of which is returned back to Shorefast Foundation in support of ongoing charitable programs. While charity itself is not sustainable, we believe that social business can be the basis of building sustainable communities.

 

Projects synthesize the strengths of nature and culture to stimulate economic activity. Our social enterprise model is structured so that businesses are servants of community and optimize for culture and community wellbeing. We approach all of our projects with a view to being as gentle as possible with the natural ecology.

 

 

IS FOGO ISLAND REALLY SO SPECIAL?

 

Of course as Fogo Islanders we think it is a very special place. It is a small island, an island off an island at the very edge of the North American continent. It is one of Canada’s oldest communities – a place where people of English and Irish descent have made a living from the sea for four centuries. It is a powerfully elemental place where people have a way of knowing that has emerged from intimate, careful encounters with this place of seven seasons in the Labrador Current.

 

It is this way of knowing, this specificity, that makes Fogo Island singular – and dare we say, special. And it turns out that a small island is a good proxy for a small planet. As such, Fogo Island offers learnings and insights that have universal relevance. And as importantly, Fogo Islanders have a profound sense of hospitality and humour that is at once reassuring and uplifting. They have proven themselves to be deeply in step and in tune with the natural world, highly resourceful, pragmatic, determined, resilient and sometimes quirky and irreverent. And yet, Fogo Islanders don’t take themselves too seriously. We think that’s special. And we’ve tried to create furniture that embodies these cultural traits – pragmatic, quirky, resourceful and deeply in tune with the natural world. We hope you think that’s special too.