SHIPPING & RETURNS

 

Shipping Policy:

Furniture Depot offers express shipping to GTA - Toronto, North York, Etobicoke, Markham, Richmond Hill, Vaughan, Woodbridge, Thornhill, Caledon, Concord, Mississauga, Brampton, Milton, Oakville, Malton, Georgetown, Scarborough 

Furniture Depot offers shipping and delivery across Canada and is regularly shipping products to the following provinces and territories: Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, Quebec, Saskatchewan, Northwest Territories, Nunavut, and Yukon.

For assistance in unpacking and assembly, please get in touch with a member of our service team at  (905-453-0700 They will set you up with everything you need. There may be extra charges involved.

Purchases from Furniture Depot can be shipped to all destinations within Canada. Shipping outside of the Greater Toronto Area (GTA) is arranged with a third party carrier. Normally, shipment(s) are scheduled to arrive Monday to Friday, between 8 am and 5 pm local time. If there is no one at home to accept the shipment, a shipping notification with further details will be issued. In some cases, this can cause delays and we are not responsible for any inconveniences that this may cause. 

 How to get a shipping quote?

Please add the product you like to the shopping cart and proceed to checkout. Once you proceed to checkout, based on the items that you are purchasing, and your postal code, you will be shown the discounted shipping cost of the products.

Please note that if any delivery location is in a rural area (i.e. outside of urban cities and towns), this typically results in longer transit times and extra shipping charges will apply.

To get a manual shipping quote for any destinations outside of the Greater Toronto Area (GTA), please call us at 905.453.0700 or send us an e-mail at: info@furnituredepot.ca

Orders / Shipments cannot currently be fulfilled to the United States. Service to the United States will be added in the future.

 How long will my order take to arrive?

This depends on the delivery location and stock. All locations within the Greater Toronto Area (GTA) is fairly quick. If the item is in stock, the usual delivery time is between 5 and 10 business days. If the item is not in stock and needs to be ordered from the factory delivery time is 2-6 weeks.  In Greater Toronto Area (GTA) order processing time is between 1 and 3 business days.

Shipping outside of the Greater Toronto Area (GTA) is arranged with a third party carrier. This will take between 10 and 15 business days if the item is in stock at our warehouse. If the the item is not in stock and has to be ordered in from the factory delivery time is approximately 3-7 weeks. If you are in a remote location, it will require extra time to deliver. Outside of the Greater Toronto Area (GTA) order processing time is between 2 and 4 business days.

Please note that if any delivery location is in a rural area (i.e. outside of urban cities and towns), this typically results in longer transit times.

We are unable to deliver to PO Box addresses.

Confirmation of your order

After you place the order, you will receive an email. There will be a confirmation number and that is your order confirmation.

How is it going to be delivered?

Normally, shipments are scheduled to arrive Monday to Friday, between 8 am and 5 pm local time. Our local delivery agent will contact you and schedule a date and time of your convenience to deliver your order. Any packages shipped via Canpar, Purolator, FedEx, UPS do not require delivery appointments. If there is no one at home to accept the shipment, a delivery attempt notification with further details will be issued. In some cases, this can cause delays and we are not responsible for any inconveniences that this may cause.

Key points:

Delivery will be made either by Delivery Truck or Courier (Canpar, Purolator, FedEx, UPS ).

Our third-party standard shipping is the curbside or front door of your building.
If you live in an apartment, this will be the main door of your apartment complex.
If you live in a house, this will be curbside or the front door of your house. 
We are unable to navigate stairs with our standard delivery equipment. If your building or the front door of your house is only accessible via stairs we will get as close as possible or, alternatively, deliver to your garage.

If you would prefer to have our delivery team deliver your new furniture upstairs and/or inside your home, please contact our service team. They will upgrade the shipping option for you.

Premium delivery service such as white gloves and assembly are available for an additional fee. Please contact our service team.

How to change my shipping address?

If you wish to change the delivery address, please contact our Customer Service Team via email only before the item is dispatched to you (this is likely to be within 24 hours of you placing the order). If your order is already on its way to you, then there will be a re-routing Fee.

Other details about your orders with us

Please check your merchandise and sign in the presence of the delivery company representative to indicate that your delivery has been received. Examine your order upon delivery to ensure that there are no visible signs of damage, missing or incorrect pieces.

If the product(s) arrive in damaged condition, you should not accept delivery of the product(s) that have been shipped. In such a circumstance, the product(s) must be returned to the shipper without accepting delivery. If there is any damage found after taking the product out of its packaging, it is your responsibility to notify the Furniture Depot service team member regarding the damage within 48 hours of accepting the package. When notifying us about this issue, you must send us a picture of the actual damage via email so we can assess what needs to be done. In cases where the package has been delivered through a third party service provider, Furniture Depot will immediately notify the third party shipping company regarding the damage, and the third party shipping company will investigate the shipment of those damaged products through their claims department. You will be responsible for storing the product(s) at the address where the items were delivered until the third party shipping company's investigation through their claims department is complete.  In cases where the package has been delivered directly by Furniture Depot , we will take care of the issue immediately.

In some cases products may be subject to substitution and specification changes.  

For any other problems with your order, please contact our service team member. 1-800-977-6214 or (905) 453-0700 or email info@furnituredepot.ca

Delivery / Pick Up Policy:

Delivery:

Please ensure that the route to the location in which the merchandise is to be placed is clear of furniture and other obstruction.

Our drivers cannot remove doors, door jambs, casings, moldings, railings or make any alterations to your home to deliver or fit any merchandise into your designated location.

The signature of a person 18 years of age or older is required on all delivery orders and that individual must accompany the delivery crew into your designated location. It does not include upstairs and basement delivery.

Please measure your designated location and access doorways and hallways to ensure that your new furniture will fit into your designated location.

If delivery or removal of merchandise may cause damage to your designated location or the merchandise, our driver has the option to request a signed release from you before completing the delivery/removal. Failure to sign this form may cancel the delivery, and a delivery fee will still be charged to you.

Should have any questions regarding delivery, please call us at 1-800-977-6214 or (905) 453-0700 or email info@furnituredepot.ca

Pick Up:

You must bring your sales bill/receipt and valid photo I.D, to pick up your merchandise. Please note that we will take an imprint of your credit card and photo I.D.  The card holders’ signature will be required.

If you send courier to pick up your merchandise, please note courier must provide sales bill/receipt and a copy of the credit card both side which was used for the transaction. And also provide valid photo I.D. Please note that we will take an imprint of the copy of the credit card and photo I.D.  The courier’s signature will be required.

Merchandise that is picked-up may be in cartons and may require assembly. Due to the nature of merchandise shipped in cartons, we are unable to unpack cartons or assemble merchandise for you at our distribution center.

Please be sure that the size of your vehicle will accommodate the size of the merchandise to be picked up. We are not responsible for loading and tie-down of merchandise or the safe transportation of merchandise to your home. Damage that occurs during transit is not covered under warranty nor can we accept returns on the merchandise should any damage occur during transit.

Returns, Exchanges, and Cancellations

Damages and issues 

Please inspect your order upon reception and contact us by email immediately if the item is defective, damaged or if you receive the wrong item. We will evaluate the issue and make it right. We will provide support if the damage or issue is notified within 24 hours of delivery. If you receive the wrong item advise us within 24 hours from delivery so we can correct the issue. Customers are responsible for ensuring the items ordered will fit inside their home. If an item does not fit then the typical restocking fee applies and funds will be in-store credit only.

Imperfections on non visible surfaces are not consider a warranty issue ie. backside/underneath.

Returns and Refunds

Please contact us via email (info@furnituredepot.ca) as soon as possible with a detailed description of the issue along with a photo. Also, include your order number, the date your order was delivered while requesting a return. To be eligible for a return, your item must be in the same condition that you received it, unassembled and unused, in its original packaging. You’ll also need the receipt or proof of purchase. 

Any mattresses and customized items are FINAL SALE.

• You have 5 calendar days to return an item from the date you received it.
• Items have to be un-assembled (never assembled) and in original packaging and without any damages
• There will be a charge of restocking fee of 25% of the final price of the product.
• We underline that the buyer is responsible for the return shipping costs.
• All mattresses are final sale items due to hygiene reasons.
• Custom and Made-To-Order items cannot be returned, exchanged or refunded.

Cancellations

We are always glad to help our customers in the best way possible. We do allow cancellations for FULL refunds for our customers as long as all of the following criteria is satisfied:

• The item(s) that you have purchased is not in our possession
• The item(s) are not in transit to us from the supplier
• We can cancel the order with the supplier

There is a 35% cancellation fee to cancel an order that does not satisfy the above listed criteria.

If a piece of an item is in our possession or in transit the cancellation fee applies to the whole item (e.g. for an order of a dining table, the legs arrive and the top does not, the fee applies to the whole dining table).

If you would like to remove an item from your order, we can remove a single items as well. The item has to satisfy the above listed criteria to be eligible for a full refund or the cancellation fee of 35% applies.

 Refund policy is subject to change without notice.

THERE IS NO CANCELLATIONS OR RETURNS ON CUSTOM OR MADE-TO-ORDER ITEMS.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at INFO@FURNITUREDEPOT.CA.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at INFO@FURNITUREDEPOT.CA and send your item to: 170 Bovaird Dr., Brampton ON l7a 1a2, Canada.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should return your product to: 170 Bovaird Dr. W, Brampton ON l7a1a2, Canada

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.