Delivery, Exchange
and Return Policy

DELIVERY OPTIONS

At Mobilia, we provide three delivery services so that our customers have the opportunity to choose an option that best suits their needs.

We provide free in-store pick-up, as well as regular Purolator ground. We also offer a premium White Glove Service, allowing you to have an easy, efficient delivery experience. Here are details on these 3 delivery options.

Purolator

Mobilia offers a shipment option through a Canadian Courier named Purolator.

  • Regular Purolator courier ships within 2 to 5 days after purchase for a $15 flat rate across Canada. A flat rate means that no matter the number of products you purchase, the delivery rate will remain the same.
  • Oversize product will be charged an additional fee of $16 for each order*

*Products that have a dimensional weight exceeding the physical weight of the product. The $16 fee is added to the regular flat fee.  

Once your order is completed, you will receive an email confirming your order and the delivery date. You will also be able to track your order using the reference number provided in your confirmation email.

Mobilia Truck delivery

To ensure a positive experience from the beginning of the transaction until the delivery of your items, Mobilia has the pleasure of offering a White Glove Service. The advantages of this delivery service are numerous.

  • Once your order is complete, our delivery department will contact you within 1-2 business days, to make an appointment for delivery.
  • You will receive an automated phone call 24 to 48 hours prior to delivery to provide a 3-hour time window. This way, you can easily plan your day around the delivery schedule.
  • Mobilia trucks are equipped with GPS tracking capabilities, so that we can keep you informed of any changes in your delivery time.
  • Our professional delivery teams will install the furniture, place it where you desire and remove all of the packaging.

COST AND DELAYS FOR DELIVERY WITH MOBILIA TRUCK

The fees relating to our White Glove Service depends on the region in which we are delivering. When entering your postal code, you will be provided a delivery fee and approximate lead time specific to your region. Your delivery fees are offered at a flat rate, meaning that no matter the number of products you purchase, the delivery rate will remain the same.

  • QUEBEC AND OUTAOUAIS : starting at $ 99,99
  • GTA : starting at $ 119,99

If Mobilia's delivery service does not serve your region, it will be our pleasure to prepare a personal quote for the delivery of the products that you desire. Please contact us at 1.866.662.4542 or 514.685.7557 or by email at info@mobilia.ca.

Pick-up in store

If it is more convenient for you to pick up your purchase, you can do so at one of our eight store locations during regular opening hours.

Once your order is completed, you will receive a confirmation email and your product will be ready for pick up 5-7 days later. You will receive an email confirming the arrival of your order at the store of your choice. A pick-up in store is FREE and must be done within 10 days of confirmation that your order is ready for pick-up. Weekly fees may be charged as of 11th day.

RETURN AND EXCHANGE POLICY

General return & exchange policy

Mobilia accepts returns within 15 calendar days following delivery, store pick-up or Purolator delivery. Merchandise must be returned unassembled in its original state and packaging (including hardware). The reimbursement will be issued on the credit or debit card used for the original transaction. All final sales are excluded of this policy.

All other transactions will be refunded by cheque within 15 business days. Gift card purchases cannot be redeemed for cash. All returns, exchanges or services require pre-authorization. Please contact our After-Sales Service Department prior to sending back your item. Montreal: 514.685.7557 | Quebec/Ottawa: 1.866.662.4542 | Greater Toronto Area: 905.896.4904 | Email: info@mobilia.ca. Refunds will be granted for the original item’s purchase price plus all applicable taxes, less the original cost of delivery and any return delivery fees (if applicable).

90-Day Comfort Guarantee for Our Mattresses

Our mattresses are now covered by a 90-day Comfort Guarantee. If you aren’t completely satisfied with your mattress, you can return it free of charge within this timeframe. Plus, there’s no need to purchase a protective cover to benefit from the guarantee.

Conditions to benefit from this guarantee:

1. Mattress may only be returned after the first 21 days following the date of delivery or pick-up. We believe that reaching optimal comfort takes a few days; an adaptation period is normal for all new mattresses.

2. Store credit or exchange only. No refund will be given when returning a mattress.

3. The mattress will be inspected upon its return. It must be in good condition and free of parasites, otherwise the store will refuse to take it back.

Exchange and return policy for purchases on mobilia.ca

Mobilia accepts returns on items purchased online at mobilia.ca within 15 calendar days following delivery, store pick-up or Purolator delivery. Merchandise must be returned in its original state and packaging. The return can be done by Purolator, in store or at a Mobilia warehouse once the authorization is obtained. The reimbursement will be issued on the credit card used for the original transaction. All final sales are excluded of this policy.

A. Return of products received by courier:

  • Returns by courier are free if a product is defective or was found damaged at reception. Otherwise, the client must cover the shipping fees to return the item. If you wish to return a product that is defective or was found damaged at reception, please contact customer service within 3 days of reception of your order and you will receive an authorization for a free return. Your refund will be processed when the goods have been inspected upon return.
  • If you wish to return a product because it doesn’t suit your needs, please contact customer service following reception of your order and you will receive a return authorization. The return will be charged to your credit card at the regular shipping cost (accessories only or product shipped by Purolator only).

B. Return of a product picked up in store or at our Distribution Center :

Return in store is free and should be done by bringing the invoice and the item in its original condition and packaging within 15 days of receipt of your order.

C. For orders delivered by Mobilia truck delivery:

If the product you wish to return is damaged or defective, we will gladly pick it up at no extra charge to you. Should the item simply not fit in your space or is not the perfect addition to your home, the return delivery fees will be deducted from your final reimbursement. You may also return the product to one of our distribution centres at no extra cost to you. Please note the return of a product that was delivered by Mobilia truck will not be accepted in store.

Return options for products delivered by truck are:

1. Return by the Mobilia truck (fees apply).

2. Return at the warehouse of Montreal or Toronto (toll free, if you do the return on your own).

3. Service guarantee – Mobilia is committed to delivering your purchase with the utmost care. Our furniture carries a one-year (1) parts and labour warranty against manufacturing defects. Sectionals, sofas, loveseats and living room chairs have the following warranties, effective at the date of delivery: Frame 10 years, Suspension 5 years, Foam 2 years, Moving Parts 2 years, Cover 1 year. Materials such as fine woods or leather may vary in shading and tone. This is considered a feature of these products and is not a defect. If you have any concerns regarding your product, please contact our after-sales service department within 3 days of your furniture delivery.

4. Products that does not fit through access points - The client is responsible for ensuring that the access points in the home (doors, hallways, stairways, elevators and rooms) are free and clear of any obstacles which would impede a successful delivery. Please ensure that measurements of these access points are made prior to delivery and verify that your purchase will fit in the desired space. Should the client purchase a product within this sales contract (apart from final sale items) which does not fit through one or more access points and thereby prevents a successful delivery, then Mobilia’s regular return/exchange policy applies.

5. Suppliers delay - Despite our best intentions, supplier delays may occur. In that case, we will have no choice but to extend the customer’s anticipated delivery date to the new expected arrival date.

6. Special orders and floor models can only be purchased in stores. For details regarding our policies on these products, please refer to in-store sales contract.

PRE-ORDERS

If your order consists of one or more item(s) in stock as well as one or more item(s) on pre-order, Mobilia’s team will contact you 24h hours following your order, because it is possible to receive your products in two shipments.

PRE-PURCHASE ADVICES

Before purchasing furniture, make sure it fits into the space where it is intended to go:

1. Make sure to note the dimensions of the piece of furniture that you wish to order (you will find them on the product page on mobilia.ca).

2. Measure your space to ensure the new piece will fit (including doorways, ceiling height, hallways and stairwells).

PREPARE YOUR SPACE BEFORE A DELIVERY

Here is some additional information to help you prepare your space for delivery:

  • Make sure you pick the right piece of furniture for your space. Before even ordering, take note of the measurements of the products that you can find online and compare it to the dimensions of your space. Measure the height, width, and length of both the furniture and your space.
  • Once you know that your space can accommodate the height, width, and length of your product, you must measure your home’s access points; elevators, doors, hallways and staircases. If your furniture cannot fit through your home’s access points, then please review your order.
  • Next, remove the existing piece of furniture to create space for the new one to come. This way, you save time and energy at the time of delivery.
  • Make sure that the delivery team has a clear pathway from your driveway to the front door. If your delivery takes place during the winter ensure that your driveway and home access points are clear of snow and the surfaces are not slippery.
  • In your home, remove all objects that could affect the transportation of your furniture. If you have a lamp or accent table that could get hit, fragile objects or carpets that could make the staff slip, please remove them from the pathway.
  • Finally, direct the staff to the space where you would like to place your new piece of furniture.
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