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WE’RE DELIGHTED

to reopen our stores

Our stores are open and we’re all set to greet you with discounts on everything in stock! Plus, we offer free contactless delivery on all purchases.

Opening hours for most stores are:
Monday to Friday from 11 am to 7 pm
Saturday from 10 am to 5 pm
Sunday from 11 am to 5 pm

St-Hubert and Brossard stores will be back to their regular schedule as of Sunday, June 14th. Toronto's Design District location will be closed on Mondays and Tuesdays.



COVID-19:  CLICK HERE FOR ANSWERS TO YOUR QUESTIONS


Mobilia reserves the right to make any necessary changes to the information below without prior disclaimer. We are commited to adapting our practices based on Public Health Agency of Canada and local authority guidelines as the COVID-19 situation continues to evolve. 


We want to express our appreciation for the extraordinary diligence and dedication of all our employees and partners in these difficult circumstances. Our hearts go out to everyone affected by the virus, both in our own communities and throughout the world. 

We are keeping a very close eye on the situation and implementing best practices in keeping with the guidelines of the Public Health Agency and other relevant authorities. Consequently, Mobilia is taking special measures in order to ensure your safety and make things easier during these uncertain times.

Here are the measures taken to ensure a safe in-store shopping experience:
  • Hand disinfection when entering stores
  • Practice of physical distancing
  • Banking card payments
  • Invoice sent by email
  • Our employees will wear a face mask when physical distancing is not possible
  • Protocols in place for all Mobilia employees to guarantee compliance with sanitary measures


DELIVERY TIMES & DELAYS

WE DON'T WANT TO DISAPPOINT YOU...


We always make it a priority to offer our customers unparalleled service; unfortunately, the current pandemic imposes its own unique set of challenges. That, combined with the high volume of orders right now, is making it difficult to honour our delivery time promise. We apologize for any delays and we are truly sorry for the disappointment or inconvenience they may cause.

If you have any questions, we're available to answer them. We want to centralize message management to cut down on response wait times, so please direct your messages to the following address only:  expedition@mobilia.ca  

We value your business and your trust and we are working very hard to shorten delivery times.

Thank you for your understanding,

The Mobilia team


Delivery time for online and store orders:

  • Our dispatch team will contact you within 10 working days after the order date.
  • Your order will be delivered within 15 working days of processing the order, both for local and long-distance deliveries. These times are based on the availability of trucks and the routes planned in certain regions. For example, we go to the Quebec City region 1 time every 10 days, but by the time you place your order, the next scheduled route might be already full. We will therefore confirm the delivery time when making the appointment.

PROCESSESSING AND RESPONSE TIMES

After-sales Service response time:

  • For requests made by email: a follow-up will be done within 4 working days.
  • For telephone requests: the customer must leave a detailed message with a callback number. Follow-ups will be done within 4 working days.


Processing time for any request sent by email:
The most effective way to reach us and get a response quickly is to email us. We will acknowledge receipt of your request within 2 working days and will forward your request to the correct department if necessary.

Please contact us only once, choosing a single email address and avoid contacting us on another platform (phone, Messenger or social networks) if you have sent us an email. This will cause additional response times.



DELIVERIES

  • The white glove delivery service is now available at the usual rates.
  • Threshold delivery (contactless) is available free of charge until further notice. Our teams will leave your furniture in the first available space in your house (entrance or garage, for example) and you will be responsible for unpacking and assembling your furniture. Our delivery team will follow the recommended safety guidelines to ensure your safety and that of our delivery people.

PICKUPS


  • Pick-up in our two distribution centres is now possible.
  • Store pickups are suspended until further notice.

Toronto Warehouse Customer Pick-up

Once our dispatch agent contacts you informing you that your order is ready, please ensure to do the following:

Present yourself at Unit #4 at 2495 Stanfield Rd, Mississauga, ON L4Y 1R6 during opening hours.

  • The door will be unlocked during opening hours
  • Once inside, you will see a sign that will remind you of the sanitary measures put in place to ensure your safety.
  • Please ring the bell and an associate will come to greet you.
  • The associate is behind a glassed-window and at all times the 2 metres physical distancing guidelines will be respected.
  • Once all paperwork is in order, the associate will ask you to return to your vehicle, to open the trunk and to sit in your vehicle.
  • Once you are in your vehicle, a warehouse associate whom will be wearing a mask will load the products into your vehicle.
  • You will be asked to sign a copy your invoice; the associate will leave the document 2 metres away.
  • Please ensure to check that all products are in your vehicle prior to leaving.

Montreal warEHOUSE CUSTOMER PICK-UP:

Once our dispatch agent contacts you informing you that your order is ready, please ensure to do the following: 

Present yourself at the warehouse entrance at 2525 Boul. Des Sources, Pointe-Claire, QC H9R 5Z9 during opening hours.

  • The door will be locked, please ring the bell and an associate will come to greet you at the door.
  • Once inside, you will see a sign that will remind you of the sanitary measures put in place to ensure your safety.
  • The associate will be wearing a mask at all times. 
  • Once all paperwork is in order, the associate will ask you to return to your vehicle, to open the trunk and to sit in your vehicle.
  • Once you are in your vehicle, a warehouse associate whom will be wearing a mask will load the products into your vehicle. 
  • You will be asked to sign a copy of your invoice; the associate will leave the document 2 metres away.
  • Please ensure to check that all products are in your vehicle prior to leaving.


RETURNS AND EXCHANGES


Returns gradually resume. We have several customers waiting to finalize their return for several months (before the start of the pandemic). So we ask all of our customers to be patient until things get back to normal. Our standard returns and exchanges policy is still in effect. If you wish to return an item, please contact our after-sales service within 15 days of receipt of the item. If you have contacted us for a return or an exchange, don't worry, we will get back to you as soon as possible.

You can return to one of our distribution centers or stores. IMPORTANT! For all returns, you must obtain a confirmation number (CRM) from the after-sales service department before going to the store or distribution centre.


We will continue to follow the progress of the situation. Updates will be made on this page regularly. You can also subscribe to our newsletter to be informed of any changes. 

Let's take good care of ourselves and each other; we will come through this difficult time with greater fellow feeling and a stronger sense of community.

We wish to express our deepest appreciation to all in this national mobilization effort, 

 
 

Johannes Kau, President and the Mobilia Team