Frequently Asked Questions
We want every client to enjoy their shopping experience with us – and being transparent about our policies is one way that we try to avoid confusion during your purchase and delivery. Here you’ll find policy information and answers to frequently asked questions. Feel free to contact us with any additional questions.
- Do you offer a warranty?
- Will my item look exactly like the picture?
- Will my furniture require assembly?
- Is it safe to order online?
- Can I order by phone?
- How can I pay for my order?
- How much is delivery within Calgary?
- Do you offer out-of-town shipping?
- How does the 30-Day Lowest Price Guarantee work?
- What is your cancellation policy?
- What if my item arrives damaged?
- What is your return policy?
- What if I’m not ready for my furniture when it reaches your warehouse?
- What does ETA mean? How do I trace my order?
All our products – except items sold “as is” – come with a 1-year manufacturer warranty. Sofas have a lifetime manufacturer warranty on the frame, 5 years on the foam and 5 years on the leather. Manufacturer warranties cover manufacturer’s defects that occur with normal use. All manufacturer warranties are void if you do not maintain and properly care for your furniture. Improper use, abuse, damage from acts of God and commercial use are not covered under manufacturer warranty. Avoid application of improper substances, low humidity (e.g. placing furniture over heating vents) and direct sunlight, as damages that result from this will not be covered under warranty. Softening of cushions, wrinkling of leather, natural marks and slight stain/colour variations are considered to be normal and are not considered to be a defect.
We recommend adding Guardsman Gold Complete 5-Year Extended Warranty for a small fee to protect your investment. Our 5-Year Extended Warranty covers a wide range, including liquid damage and chips or dents. This warranty option provides coverage for 5 years, starting on the date the furniture is delivered to your home.
We make every effort to provide high quality images and measurements to assist you in selecting your furniture. However, images may vary in color depending on your monitor color settings. Sometimes measurements are rounded off and occasionally they will vary slightly from the description. If precise dimensions or colors are critical to your order, we suggest that you contact us by phone or e-mail so that we can assist you before you make your purchase. Please note: We are not responsible for color variations or measurements that are slightly off (three inches or less). All returns will be subject to our return policies & fees.
Most items require some assembly unless the product description specifically states that it is fully assembled. All parts including tools, screws, nuts and bolts are packed securely in small bags and boxed with easy-to-follow instructions. Additional tools that may be required include a hammer, an adjustable wrench and screwdrivers. Please e-mail us if you want to check on specific items.
We would be glad to take your inquiries by phone. But, for your protection, we are only able to accept credit cards online or in person. Call us at (403) 253-2838 and follow the prompts.
We accept Visa, MasterCard, American Express and Debit. Please contact us at (403) 253-2838 with any questions about check or money order.
Or take advantage of our 0% Financing with no admin fees or interest for 3 months. Need new furniture, but have tons of expenses right now. That's what financing was invented for. But 0% financing with no fees, interest or payments for 3 whole months? Now that's raising the bar! See in store for details or pick what you'd like to purchase and click on the live chat button. We're here for you! See in store for more details.
Wow! Really? Now, within our regular delivery areas in Edmonton and Calgary we offer Free Drop Off service to your front door, garage of your home or the lobby of your apartment or condominium building! F-r-e-e. See below for details!
So, here are our two types of delivery options:
- option a: free drop off
This delivery service will bring all items and boxes to the front door, garage of your home or the lobby of your apartment or condominium building. You will be responsible for carrying the product from this area to where it is needed in your home. Please note: set up of new furniture and removal of debris is not included in this delivery service.
Free Drop Off service is available on selected days. We will contact you to let you know the next available drop off date in your area.
Available for purchases over $1000, to a single Calgary or Edmonton address.
Applicable only to items that are new in box (original packaging), stored in one of our warehouses (not applicable on floor models or clearance models)
More details in store or call us @ 1.800.311.6838 press #4 for Calgary and #5 for Edmonton.
- option b: set up delivery
Just sit back and let us do aaall the work. Our professional delivery team will do all the heavy lifting, assembly and even remove all the garbage and packaging!
$149 within the city limits and select surrounding areas Calgary and Edmonton.
- Calgary plus Airdrie, Cochrane, Chestermere and Okotoks
- Edmonton plus St. Albert, Sherwood Park, Ft. Saskatchewan, Beaumont, Spruce Grove, Stony Plain, Leduc.
$239 for an extended area around Calgary
- near Calgary: Strathmore, Langdon, High River, Black Diamond, Turner Valley, Millarville, Bragg Creek, Priddis, Carstairs, and Crossfield
This delivery service will bring all items and boxes into your home, unpack and assemble goods and place them in the desired room. We will also remove all wrappings from your items. Please notify us if items need to be moved up or down stairs or if an elevator is available. It is the customer’s responsibility to make sure that all items are measured and will fit in elevators, stairs or doorways. Please note: We will not hook-up any electrical or component wires or attach any items to wall. And, we will not remove any old furniture from your home.
important delivery acceptance instructions:
Delivery must be signed for by the customer or an individual that is at least eighteen years old that the customer designates to have the authority to sign for the delivery.
If you have a selected a drop-off delivery, please inspect the packages thoroughly for any damage, shortages, etc. For both types of delivery, it is also important to inspect the furniture for any internal damages caused by the shipping company. In the unlikely event that damage or a shortage has occurred in transit, make a notation on the waybill, retain applicable packaging materials and notify us within 24 hours of pick-up or delivery.
If there is damage to any items, we will require photos of the damages. Please e-mail your photos to firstname.lastname@example.org
We are currently offering Free, yes Free Shipping to the urban centre nearest you within Canada*.
Please note: This Drop-off service requires that you provide your own transportation, loading, ropes, etc. from the depot to your home and does not include assembly. Remember to bring your revolve receipt and picture ID at time of pick up. You will also be required to sign an out-of-town delivery waiver form which we can send to you via fax or e-mail. *Due to high volumes and availability we may ship through alternate approved carriers, but we'll be sure to let you know.
Shipping is how we get our product out to online customers in areas outside the Delivery Zone. Way outside. Like Saskatchewan and BC. We ship from our warehouse to the major urban centre Freight Depot nearest their home.
This Depot Shipping Service requires that they provide their own transportation, loading, ropes, etc.from the depot to their home and does not include assembly.
Delivery is what we do locally within Edmonton, Calgary, and the surrounding area as outlined here:
We offer two types of delivery options – free drop off or set up delivery.
Drop off is free with Calgary and Edmonton city limits. Set up delivery is $149 within Calgary or Edmonton and select surrounding areas. Set up delivery is $239 for select extended areas outside Calgary or Edmonton.
Click here for more details on our delivery options.
And, of course, you're always welcome to come pick up your items. Our Calgary Warehouse hours are 8 am to 5 pm Monday to Friday and Saturday by appointment only.
Click here for some tips on the art of the pick up.
If you see an identical item (an item from the same manufacturer with the same terms and conditions) for a lower price within 30 days of your purchase date, we will gladly refund you the difference. See in store for more details.
All purchases require a 50% deposit. You have 24 hours from the time of purchase to cancel your purchase and receive a full refund. 24 hours after your purchase, we will charge a 25% restocking handling fee to cancel or modify your order. Purchases sold “as-is” or marked as “final sale” cannot be cancelled. We require that you have measured your space, including your elevators, prior to delivery and we will not take returns on items that do not fit your room or cannot be moved into your home.
If any of your items arrive damaged, you must contact us within 24 hours and provide photos of the damage. If the items have been delivered, you are required to note it on the delivery form. We will do our best to make sure that all damages are repaired or replaced by manufacturer.
Returns of in-stock items will only be accepted in original packaging and in unused condition. All returns after the first 24 hours of purchase will be subject to our approval and minimum 25% restocking fee. All custom orders (items not in stock at time of purchase), floor models, clearance products or items sold “as is” cannot be returned under any circumstances.
We will notify you when all of your furniture arrives in our warehouse. Your outstanding balance is due at this point in time. If for some reason you are not ready to receive your purchase, we will store your fully-paid merchandise at no cost for 2 months. After the 2 month free storage period, a storage charge of 2% of your total invoice cost will be applied to your invoice monthly.
ETA stands for Estimated Time of Arrival. The ETA is our most realistic estimate as to when your furniture will arrive in our warehouse. Like any estimate, times can and often vary due to shipping delays, backorders and production problems. We do not guarantee our ETAs.
If you would like to trace your order, please call your Design Consultant at our Calgary or Edmonton Store. We place considerable effort in tracking all our clients’ orders and will try our best to notify you and accommodate you if any delays occur.