FAQ
❓ Frequently Asked Questions
1. How long does it take to schedule delivery after placing an order?
We will contact you within 3 business days to confirm stock availability and arrange delivery.
Delivery is typically completed within 7–10 business days after the order is placed.
If an item is temporarily out of stock, a full refund will be issued.
For urgent requests or special delivery needs, please contact us by email in advance.
2. Can I pick up my order?
Yes. You may choose to pick up your order from our Scarborough warehouse.
Pickup is free of charge, and the pickup time will be confirmed by phone or email.
3. Does delivery include installation?
No. Delivery does not include installation or assembly.
- Houses: Delivery is to the front door at ground level only. We do not carry items upstairs or into basements.
- Condos / Apartments: Please ensure the elevator is reserved in advance. If a service elevator is available and arranged, we will deliver to your unit door. Otherwise, items will be left at the building entrance or designated loading area.
4. What if I didn’t reserve the condo elevator?
If the condo elevator is not booked or unavailable on the delivery day, our delivery team will leave the items at the ground level or designated loading area. A redelivery fee will apply if a second delivery attempt is required.
If the service elevator is properly reserved and available, our delivery team can deliver the items directly into your unit.
Please note:
- Delivery does not include assembly or installation
- Delivery does not include removal or disposal of old furniture
5. Can I return or exchange products?
- Unopened items may be returned within 7 days, subject to a 25% restocking fee
- Items must be returned to our warehouse by the customer
- Mattresses are non-returnable and non-exchangeable under any circumstances
- Opened or used items are not eligible for return
- All approved returns are refund-only; exchanges are not offered
6. What should I do if there’s a quality issue or missing parts?
If your item has a manufacturer defect or missing parts, please contact us within 48 hours of delivery.
We will arrange replacement parts where applicable. Any required pickup or exchange must be completed at our warehouse by the customer.
7. What items cannot be returned or exchanged?
Returns or exchanges will not be accepted in the following situations:
- The item has been opened or used
- The item is a mattress
- The return request is made after the 7-day return window
- Damage caused by customer mishandling (e.g., dropping, scratching, improper installation)
- Inability to install or use the product
- Subjective reasons such as disliking the color, size, or style
8. Do you offer removal of old furniture?
No. We do not provide pickup, removal, or disposal services for old furniture.
9. Can I change my delivery address?
Yes. Please contact us by email as soon as possible. Delivery fees will be recalculated, and the delivery schedule may be adjusted.
If the item has already been shipped, additional fees may apply.
10. Will delivery be delayed during holidays or severe weather?
Yes. Delivery may be delayed during public holidays, long weekends, or peak seasonal periods. We will notify you in advance if delays are expected.
During winter months, delivery may also be affected by severe weather conditions, including heavy snowfall, road closures, or situations where access roads or driveways have not been cleared. In such cases, delivery may be rescheduled for safety reasons.
11. Why does my new mattress or furniture have a smell?
It is normal for new mattresses or furniture to have a light “new product” smell when first unpacked. Most items are sealed immediately after production, allowing natural odors from foam, latex, or fabric to build up inside the packaging.
Our mattresses are made in Canada and use low-VOC, water-based adhesives that meet Health Canada safety standards. They contain no added formaldehyde, and any trace emissions are well below safety limits.
For imported furniture, all materials meet general North American safety standards and are suitable for home use.
The smell will fade naturally after a few days of ventilation. You may use the item right away, or if you are sensitive to odors, allow it to air out for 1–3 days in a well-ventilated room.
If you have any other questions, feel free to contact us — we’re happy to help.
You can reach us by email or through the contact form on our website.