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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?
We deliver straight to your ground level door for free in our local area (most “L”, “M” and “N” postal codes). Shipping costs for non-local orders are calculated at checkout before you confirm your order.
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 refund. Return shipping is free for in our local area (“L”, “M” and “N” postal codes). Non-local orders will incur a return shipping charge equal to the original shipping charge to return an order (shipping and return shipping charges are non-refundable). 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, display items, made to order 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 "Service an order" form above.
Why is my couch/chair firmer than the display model?
All foam has a break-in period. The seat needs time and use to break in and soften up. Most of our display models have already gone through the break-in period and will be softer.
Is everything on display in your showroom?
Due to the large variety of products on our website, we display the most popular and newest items to keep things fresh. If you're looking for a specific item, contact us to see if it is on display.
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 trade discounts?
Ordering for your business or on behalf of a client? Register to become a Professional and receive preferred pricing on all orders. 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?
White glove delivery to room of choice with assembly and debris removal is available to local customers at an additional charge. White glove delivery charges are calculated at checkout prior to purchase.
Where are your products made?
Most of our products are carefully sourced from factories in Canada and Southeast Asia (including but not limited to China, Malaysia, Vietnam, Taiwan, India) 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.
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 bolts to 100% while the legs are in the levelled position.
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.