Shipping policy

Shipping and delivery options

Shipping and delivery availability depends on the product and your delivery location. Enter your shipping address at checkout to see the options for your order.

• Mattresses and bedding: Eligible mattresses and bedding ship free Canada-wide. We do not ship to Yukon, the Northwest Territories or Nunavut.
• Furniture and other GTA-only items: Free local delivery is available to eligible Greater Toronto Area postal codes. This includes box springs and mattress sets with a box spring or bed frame.
• Warehouse pickup: Free pickup is available for eligible orders at 355 Canarctic Drive, Toronto, ON M3J 2P9. Choose Pickup at checkout and wait for your ready-for-pickup email before visiting.

See Shipping & Delivery for details. For help, call 1-877-987-1110 or email info@furnituremattressdirect.ca.

How long will my order take to arrive?

This depends on the delivery location and stock. All locations within the Greater Toronto Area (GTA) is fairly quick. If the item is in stock, the usual delivery time is between 2 and 5 business days. In Greater Toronto Area (GTA) order processing time is between 1 and 3 business days.

Shipping outside of the Greater Toronto Area (GTA) is arranged with a third party carrier. This will take between 5 and 7 business days. If you are in a remote location, it will require extra time to deliver. Outside of the Greater Toronto Area (GTA) order processing time is between 2 and 4 business days.

Please note that if any delivery location is in a rural area (i.e. outside of urban cities and towns), this typically results in longer transit times.

We are unable to deliver to PO Box addresses.

Confirmation of your order

After you place the order, you will receive an email. There will be a confirmation number and that is your order confirmation.

How is it going to be delivered?

Normally, shipments are scheduled to arrive Monday to Friday, between 8 am and 5 pm local time. Our local delivery agent will contact you and schedule a date and time of your convenience to deliver your order. Any packages shipped via Canpar, Purolator, FedEx, UPS do not require delivery appointments. If there is no one at home to accept the shipment, a delivery attempt notification with further details will be issued. In some cases, this can cause delays and we are not responsible for any inconveniences that this may cause.

Key points:

Delivery will be made either by Delivery Truck or Courier (Canpar, Purolator, FedEx, UPS ).

Our third-party standard shipping is the curbside or front door of your building.
If you live in an apartment, this will be the main door of your apartment complex.
If you live in a house, this will be curbside or the front door of your house.
We are unable to navigate stairs with our standard delivery equipment. If your building or the front door of your house is only accessible via stairs we will get as close as possible or, alternatively, deliver to your garage.

If you would prefer to have our delivery team deliver your new furniture upstairs and/or inside your home, please contact our service team. They will upgrade the shipping option for you.

Premium delivery service such as white gloves and assembly are available for an additional fee. Please contact our service team.

How to change my shipping address?

If you wish to change the delivery address, please contact our Customer Service Team via email only before the item is dispatched to you (this is likely to be within 24 hours of you placing the order). If your order is already on its way to you, then there will be a re-routing Fee.

Other details about your orders with us

Please check your merchandise and sign in the presence of the delivery company representative to indicate that your delivery has been received. Examine your order upon delivery to ensure that there are no visible signs of damage, missing or incorrect pieces.

If the product(s) arrive in damaged condition, you should not accept delivery of the product(s) that have been shipped. In such a circumstance, the product(s) must be returned to the shipper without accepting delivery. If there is any damage found after taking the product out of its packaging, it is your responsibility to notify the FurnitureMattressDirect service team member regarding the damage within 48 hours of accepting the package. When notifying us about this issue, you must send us a picture of the actual damage via email so we can assess what needs to be done. In cases where the package has been delivered through a third party service provider, FurnitureMattressDirect will immediately notify the third party shipping company regarding the damage, and the third party shipping company will investigate the shipment of those damaged products through their claims department. You will be responsible for storing the product(s) at the address where the items were delivered until the third party shipping company's investigation through their claims department is complete. No need to worry, you will still get your refund within a reasonable time frame. In cases where the package has been delivered directly by FurnitureMattressDirect, we will take care of the issue immediately.

For any other problems with your order, please contact our service team member.

Delivery / Pick Up Policy:

Delivery:

Please ensure that the route to the location in which the merchandise is to be placed is clear of furniture and other obstruction.

Our drivers cannot remove doors, door jambs, casings, moldings, railings or make any alterations to your home to deliver or fit any merchandise into your designated location.

The signature of a person 18 years of age or older is required on all delivery orders and that individual must accompany the delivery crew into your designated location. It does not include upstairs and basement delivery.

Please measure your designated location and access doorways and hallways to ensure that your new furniture will fit into your designated location.

If delivery or removal of merchandise may cause damage to your designated location or the merchandise, our driver has the option to request a signed release from you before completing the delivery/removal. Failure to sign this form may cancel the delivery, and a delivery fee will still be charged to you.

Should have any questions regarding delivery, please use our toll free number 1-877-987-1110 or Local number 647-889-1000 Or e-mail us at: info@furnituremattressdirect.ca

Pick Up:

You must bring your sales bill/receipt and valid photo I.D, to pick up your merchandise. Please note that we will take an imprint of your credit card and photo I.D. The card holders’ signature will be required.

If you send courier to pick up your merchandise, please note courier must provide sales bill/receipt and a copy of the credit card both side which was used for the transaction. And also provide valid photo I.D. Please note that we will take an imprint of the copy of the credit card and photo I.D. The courier’s signature will be required.

Merchandise that is picked-up may be in cartons and may require assembly. Due to the nature of merchandise shipped in cartons, we are unable to unpack cartons or assemble merchandise for you at our distribution center.

Please be sure that the size of your vehicle will accommodate the size of the merchandise to be picked up. We are not responsible for loading and tie-down of merchandise or the safe transportation of merchandise to your home. Damage that occurs during transit is not covered under warranty nor can we accept returns on the merchandise should any damage occur during transit.