UPDATE: During the COVID-19 lockdown in Ontario, our customer care team is managing drastically higher volume with the obstacle of working remotely. Please bear with us as response times will be longer than usual. Thank you for your patience and understanding.
Frequently Asked Questions
How long does shipping take?
Delivery times will vary based on your location and the item ordered. In stock items (depending on your location) range from 3-10 business days to deliver. See here for more details.
How much does shipping cost?
Shipping is 100% free! We deliver straight to your doorstep (at ground level) Canada-wide* under our free standard shipping option.
What happens if I want to return my order?
If the item does not meet your expectations or if you simply change your mind, don't worry! Contact us using the "Return an order" form above within 30 days of delivery and we will take it back for a full refund and the best part is: return shipping is on us. In order for us to accept your return the item must be in its original condition, must not have been assembled and must be packaged back in its original packaging.
The return process from scheduling the return pickup, return transit, inspection and processing the refund can take 2-3 weeks. Additionally, for the refund to appear on your statement can be an additional 5-7 business days depending on your bank/method of payment.
***Note: All mattresses, pillows, open box items and custom items are non-refundable and are final sale.
What do I do if my order is damaged in shipping?
In the off-chance that your product gets damaged in transit, let us know within 3 days of delivery and prior to assembling and using the item. We will arrange for a replacement unit or part(s) to be sent to you ASAP. Please fill out the "Issue with an order" form above.
Is there a showroom where I can see your products?
Our showroom is located at 565 Otto Rd., Mississauga, ON (Brassex building). As COVID-19 cases continue to rise, the showroom is temporarily closed and will reopen once it is safe for our customers and staff. Curbside pickup & delivery is still available.
What do I do if I find a better price online?
We offer a best price guarantee where we will match or beat any price found online. If you come across a more competitive price, contact us and we will review your request and get back to you.
Do you offer bulk discounts?
If you're looking to purchase 5 or more items, contact us with the list of items you're interested in and we will get back to you with our bulk rate. See here for more details.
Do your products require assembly?
Yes, most of our products require light to moderate assembly. Assembly instructions and the necessary tools are provided with each item. If you'd like to review the instructions prior to your purchase, we can happily provide you a PDF document upon request.
Can you deliver to my room of choice and assemble my furniture?
This is typically an additional charge, however, during the pandemic, we have suspended all in-home services.
Where are your products made?
Most of our products are carefully sourced from factories in Southeast Asia (including but not limited to China, Malaysia, Vietnam, Taiwan) unless otherwise stated. Browse our new Canadian made collection here 🇨🇦.
I am encountering a “Zip Code Error” at checkout. What does this mean?
Our store requires address verification as part of payment to ensure the billing address entered at payment matches the address provided to your bank. If you require delivery to an address that is not the same as your billing address, please keep the billing and shipping addresses separate when you place your order.
Where are the cushions and/or legs for my couch?
Typically, the cushions, legs and hardware are located underneath the couch in the black zipper compartment.
Where is the rest of my bed?
A lot of our beds are shipped in 1 box. Please check inside the black velcro compartment behind the headboard for the frame and hardware.
My chair is wobbly. How do I fix it?
When assembling your chairs, please tighten all of the bolts 70% of the way. Before, tightening them all the way, stand the chair upright and apply pressure downward on the seat. While applying pressure downward, have a helping set of hands tighten the
Does this bed fit a (queen, king, double, etc.) mattress and does it require a box spring?
The product dimensions provided are the external frame dimensions of the bed. The inside of the frame is made to accommodate a standard size mattress, whether it is twin/single, double/full, queen or king size.
If the item reads "Platform Bed" in the title, it has a complete slat system to support a mattress directly and does not require a box spring.
How do I know this is a legit company?
We have nothing to hide! Please feel free to ask us any questions you may have and we would be more than happy to answer them to our fullest ability. We are a Better Business Bureau accredited corporation. Our website is Mcafee secure and is based on Shopify's e-commerce platform. Our operating name is Candace & Basil and our legal name is Definitive Home Inc., registered in Canada on December 3, 2007.