Frequently Asked Questions


COMPANY INFORMATION

1. What is Furniture.ca?

Furniture.ca is a Canadian online-only retailer dedicated to making the process of shopping for your home fun and easy. We’re more than just an online furniture store: We hand pick and curate the best in quality, style for you and your home.

2. Is it safe to order online from Furniture.ca?

We know that the safety of your personal information is extremely important, and use state-of-the-art fraud detection software to protect all of your personal data and credit card information. We even go one step further and manually verify the legitimacy of all orders placed with us. For more information about how we keep your info safe, check out our Privacy Policy.

3. Do you have any physical locations?

Furniture.ca’s only home is here on the web, so all orders are available by delivery only.

ORDERING

1. What do you do with my information?

We use your info to fulfill your order accurately and quickly, and to improve your shopping experience. We respect your privacy and never share this information with anyone, except in connection with your order. If you want to know more, take a look at our Privacy Policy.

2. How do I track my order?

To view the status of your order, simply log in to your Furniture.ca account and click “Online Order.” Then, select the Delivery Document you want to review. Your Delivery Document will show you which items you’ve ordered and when they will be delivered. If your order includes items being delivered from separate locations, each item will have its own unique delivery document and respective delivery date.

3. Can I edit my order once it has been placed?

Sure thing! Just get in touch with our Customer Care team as soon as possible and they’ll help you with any necessary changes.

4. Can I cancel my order?

Orders can be cancelled as long as they haven’t already been loaded onto our delivery trucks. To cancel, please contact our Customer Care team at least 48 hours prior to your delivery date and we will promptly refund your credit card. In some cases, there may be a restocking fee or delivery fee if the order is canceled after it has already been picked up for delivery.

5. Are the colours on the site accurate?

The photos on the site are as accurate as possible. However,  the actual colour of your order may vary slightly due to different monitor settings. Please contact our Customer Care team with any questions.


DELIVERY

1. Where do you deliver?

We currently deliver to most postal codes in the following provinces in Canada: Alberta, British Columbia, Manitoba, Nova Scotia, Ontario, Quebec and Saskatchewan. To find out for sure if we deliver to your area, simply enter your postal code at the top of the page before placing an order.

2. I live outside your delivery area, Can I still order?

We want to help you create the home of your dreams even if you don’t live in one of our delivery areas. Contact our Customer Care team to place your order and we’ll work with the best freight forwarding companies to get your order to you. Please note that the merchandise warranty is null and void once an order is delivered to a freight location.

3. How much does delivery cost?

Delivery is FREE on most orders over $799 in Canada. (A delivery fee may apply to remote locations.)

An estimated delivery cost will be shown in the shopping cart and the final cost of your delivery (if any) is displayed on Step 2 of the ordering process, after you enter your delivery address.

4. When will my order be delivered?

With our customized delivery schedule, you get to choose when your order is delivered. This way, you can pick out furniture for your new house before you’ve even moved in, or choose to have your new sofa bed arrive just in time for mom’s visit.

In some cases, items need to be shipped from vendors located outside of your area, which prevents us from providing you with a firm date. For these situations, you will see an estimated date and our Customer Care team will contact you to personally schedule the delivery.

5. Why do some products have different delivery dates than others?

There are times when the demand for a particular item or collection is higher than anticipated. In these cases, we show you a delivery date that takes into consideration how long it will take our warehouses to first restock and then deliver to your home. In most cases, once an item has been restocked, it can be delivered within days.

6. Can I change my delivery date?

Yes, the delivery date of your order can be changed up until three (3) days before the scheduled date. To make this change, contact our Customer Care team.

7. Will my furniture be assembled for me?

You’re responsible for assembly on any products that have been specified as “Customer assembly required” or “ready to assemble” but we’ll handle the rest! Visit the Delivery Page for full details.  


WARRANTY & RETURNS

1. What if my merchandise arrives damaged?

Our delivery teams treat your order with care so it can arrive in the best condition possible, but if there is any visible damage on the merchandise or to your home during the delivery process, please notify our delivery team and make sure it is recorded in the delivery paperwork. Then, contact our Customer Care team within 72 hours of the delivery so we can try to repair or replace the damaged item as soon as possible.


2. Does Furniture.ca offer a warranty?

Many of our products come with a warranty to be free of manufacturing defects in materials and workmanship. Specific details can be found on the product page of each item.

The basic warranty is void if the merchandise suffers damage caused by abuse, negligence or accident, has been relocated, repaired or tampered with, was sold "as is", or is used for commercial purposes. We do not guarantee fabrics against wear, fading, color fastness or any damage caused by cleaning processes.

Please note that many manufacturers offer separate warranties on their products. For more information, please refer to any warranty tags that come with the product.


3. Can I return something if I don't like it?

If you change your mind about an item, No problem – we make returns easy. You can return most products within 7 days of delivery by simply calling or emailing our Customer Care team. Your refund will exclude delivery fees and a restocking fee and can only be made if the merchandise is in “as-new” condition. If your purchase included free delivery, the original outbound delivery cost will be deducted from your refund.


Non-returnable items:

• Mattresses & Box Springs

• Appliance and Electronics

• Custom made or Special Order items

• Assembled and/or Modified items

•  Items without original packaging


PAYMENT & PRICING

1. What kinds of payment do you accept?

We gladly accept Visa, MasterCard and American Express. If your card has been issued outside the U.S. or Canada, please note that your order may need additional verification before it can be processed. Unfortunately, we cannot accept COD orders and all orders must be paid in full once submitted online.


2. When is my credit card charged?

There may be an initial authorization of your card once you submit your order online; however, your card is only charged once the order is processed.


3. What happens if there is a pricing error?

We do our best to provide accuracy in the pricing and other product information displayed on our website, but mistakes sometimes happen. In such cases, Furniture.ca expressly reserves the right not to honor pricing errors found on this website when accepting an online order. If an error occurs, we’ll let you know and cancel the order. Any authorized payments for that order will be immediately refunded. If you find an error once your order is delivered, please contact our Customer Care team or refer to our return policy.


SPECIAL ORDERS

1. Do you work with design professionals?

We love working with designers and will go the extra mile to help professionals who are looking for furniture for their clients. For more details, please contact our Customer Care team.

2. Do you offer discounts on bulk orders?

Hotels, realtors and other professionals who need a lot of furniture, fast, rely on us to help make their spaces look fabulous. For these special bulk orders, we may even be able to provide special pricing! For more details, please contact our Customer Care team.



ACCOUNT INFORMATION


1. How do I change my account information?

To change your account information, log on to your Furniture.ca account and make any necessary changes to your address, e-mail, phone number, password or payment options. Please note that these changes will not apply to any orders that have already been placed. To change that information for an existing order, please contact our Customer Care team.

2. What do I do if I forget my password?

Go to the log-in area of Furniture.ca and select “Lost Your Password?” Enter your e-mail address and we’ll send you your account password.

3. Why do you ask for my postal code before shopping?

Knowing your postal code allows us to tailor the shopping experience to you specifically. If we know where you are, we can show any special pricing available in your area and customize the catalog to only show merchandise that can be delivered to you. Bonus: we can also show you an estimated delivery date before going through the whole checkout process.