If, for any reason, you are not satisfied with your purchase, we will gladly accept your return on most brands within 7 days of you receiving your item(s). Please note that certain items are considered custom or special request orders by the manufacturer, and certain products are non returnable.

Non returnable items:

• Assembled and/or Modified items or out of original packaging
• Mattresses
• Custom made or special request items-leather couches, chairs, fabric changes
• Opened bedding materials

Please note, returns after 7 days of receipt will be subject to approval and an in store credit may be issued in lieu of refund, depending on the elapsed time and condition of the merchandise.

If you return an item that is offered with free shipping, the original outbound shipping costs will be deducted from your refund. (Approx. $40 for orders over $399 and $20 for orders $399 and under) In addition, a restocking fee will be applicable to most items returned. The return shipping cost will be at the expense of the customer.

In the rare case that your item(s) unfortunately arrive damaged replacements are usually offered at no charge. However, should you choose not to pursue replacements the damaged or defective products can be returned for credit as outlined in our Return Policy.

Orders that have been shipped or prepared for shipment cannot be cancelled. If we are unable to cancel your order it can be refused and credit as per our Standard Return Policy will be issued back to your original payment method.

Our goal is that you are completely satisfied with your purchase. Deposits (excluding Special Order deposits) are refundable at any time prior to delivery or pick-up of the product without any fees or charges, and must be issued to the same credit card or debit card that the deposit was made on. Deposits made by cash (PayPal), or by debit card if the debit card holder is not present, will be refunded by cheque and mailed to you within 14 days. Deposits on Special Orders are not refundable after product is shipped from the manufacturer.

Our intention is to ensure your item arrives in perfect condition. In the unlikely event that your order arrives damaged we will make every effort to help you obtain the necessary replacements as quickly as possible at no extra cost to you.

Any items received damaged must be reported within 3 days of receipt of the item(s). For warranty to be in effect, products must have been used for its intended purpose through normal use. Defects resulting from negligence, misuse, accidents, discolouration from sunlight, abnormal wear and tear, fading or shrinkage of any fabric, or if used for commercial purposes are not covered by warranty.

We encourage our customers to accept their order despite the condition at delivery. This is because a refusal of a damaged shipment can increase the time it takes to process replacements.

Most manufacturers that Furniture Success works with will replace whichever parts are needed to give you a complete undamaged unit. This is often quicker than replacing a whole unit. If there are too many damaged parts, a new unit may be sent to you at the manufacturer’s discretion. If a new unit is sent out, it will be sent with the same shipping method and processing time as the original order unless special circumstances apply. If tracking information is available for the replacements it will be sent to you via email.

In some cases you may be required to provide photos in order to fulfill your replacement requests. Photos are generally requested to confirm the extent of damages for the manufacturer to determine if replacement parts or a full unit replacement is required.

If a full replacement unit is sent, the original item becomes the property of Furniture Success. Occasionally our carrier may pick up the damaged or defective items for inspection. Because of this, all items should be kept in their original packaging until further instructions are received from Furniture Success.

Yes! In addition to delivery services, we offer pick-up options as well.

FurnitureSuccess offers pick-up options via the storage services provided by Access Furniture. In order to accommodate your schedule, you must make all pick-up inquiries to FurnitureSuccess via telephone or email.

The pick-up location is at:

8 Jackson Ave
Kitchener, Ontario N2H 3N8