FREQUENTLY ASKED

QUESTIONS

FREQUENTLY ASKED
QUESTIONS

what is your response to covid-19 and what should i expect if i am a customer or wish to make a purchase on mobilia.ca?

We are committed to the health and safety of our employees and customers.
We have put in place exceptional measures. You can find all the details here


Contact

Do you have any questions? Choose the email address that best suits your request and we will get back to you within two business days. Be sure to provide us with:

  • Your name as it appears on your invoice
  • Your phone number
  • Your invoice number, if you have one
  • Your questions in detail

To follow up on an upcoming delivery: expedition@mobilia.ca

For advice and questions regarding products: support@mobilia.ca

If you need help with an online order: ecom@mobilia.ca

For all other questions, please contact us via Messenger, Instagram @mobiliacanada or our live chat tool.

We have 10 stores and 2 distribution centres in Québec and Ontario. To locate the store closest to you and to consult our business hours, please visit https://mobilia.ca/en/our-stores

If you live outside of our regular delivery truck service areas, you may be able to pick up your order at a local terminal should one be available in your area. . For a list of our addresses, please contact us at: ecom@mobilia.ca



Delivery and returns

We have several delivery options depending on the item ordered and the region. Add the items to your cart and indicate your province and postal code to see all the options that are available to you, as well as the costs and delays!

It will be our pleasure to provide you with a personalized quote. Write to us at ecom@mobilia.ca with your postal code and a detailed list of the items you are interested in. We will get back to you with your shipping options.

We currently do not offer the possibility to book your delivery date online. Once your order has been placed, our dispatch department will contact you to schedule an appointment. Although we try to accommodate our customers' schedules (am or pm), we cannot guarantee specific times. The day before the scheduled delivery, we will offer a three-hour time slot via automated voice message. On the day of your delivery, we will contact you approximately one hour before our arrival. This way, you will not have to wait for us all day. You can also opt for a Saturday delivery, if that suits you.

COVID-19 : COVID-19: PLEASE CONSULT OUR UPDATES HERE . Please allow 1-2 business days for processing your order. Thereafter, courier packages should arrive within 2 to 5 business days. Truck deliveries in our service areas are made within 5 to 7 business days. If you have chosen the in-store pick-up option, allow 5 to 10 days. These times apply to in-stock items.

Despite our best efforts, manufacturers can fall behind in the production or delivery of items. If this is the case, we will contact you with a new estimated date of arrival and propose a delivery date based on this information. You may also reach out to us in the following ways: for an order placed in one of our stores, please contact your sales associate. For web orders, please send us an email at ecom@mobilia.ca

You can place an order on mobilia.ca and choose to have it delivered later. Please notify our dispatch team when you schedule your appointment.

If your order contains items in stock as well as pre-ordered items, you can chose to wait for your entire order to be available for delivery, or we can send the available items immediately. Either way, a single delivery fee will be charged. If you would like a split delivery, please send us an email at info@mobilia.ca along with your order number.

COVID-19 : PLEASE CONSULT OUR UPDATES HERE. Contact us at 1- 866-662-4542 extension 265 for Québec and Ottawa, and 905-896-4904 for the Greater Toronto Area, or by email at: expedition@mobilia.ca

Mobilia accepts the return of items within 15 calendar days of delivery or in-store pick-up. All final sales are excluded from this policy (gift cards, special orders, floor models and items purchased at our Brossard liquidation store). The shipping costs for the return (equivalent to the shipping charges) will be deducted from your refund. To make a return request, please contact our Customer Service Department before returning your item. COVID-19 : PLEASE CONSULT OUR UPDATES HERE

Please contact our Customer Service Department (include your invoice/order number)

COVID-19: PLEASE CONSULT OUR UPDATES HERE .

Montréal: 514-685-7557

Québec/ Ottawa: 1-866-662-4542

Greater Toronto area: 905-896-4904

Email: info@mobilia.ca



Policies & Warranties

For an in-store purchase , you can cancel your order within 48 hours of your purchase without any penalty, if it is not a floor model model. After 48 hours, the sales contract is considered final. If you made an online purchase , you may cancel at any time without penalty if your item has not been delivered. See our Returns policy.

Our furniture comes with a one-year (1) warranty on parts and labour against manufacturing defects. Modular sofas, sofas, loveseats and dining room chairs carry the following warranties from the date of delivery: ten (10) years on the frame; five (5) years on the suspension; two (2) years on the foam; two (2) years on moving parts; and one (1) year on upholstery. For more details, please consult https://mobilia.ca/en/exchange-return

Protect your investment with complete protection against stains and accidental damage. The cost of the 5-year protection plan depends on the retail value of the purchase and is available starting at $99.99. You can find more details here: https://mobilia.ca/en/protection-plan

We have a list of professional technicians that we deal with for out-of-warranty repairs. You can contact the one of your choice to get an estimate. Contact us at info@mobilia.ca to get the list.

Our mattresses come with a 100-night Comfort Guarantee ! If you are not completely satisfied with your mattress, you can obtain a credit or you can exchange it within 100 days of your purchase. The following conditions apply: There is a mandatory 21-day trial period (starting on your delivery or pickup date) before any return request can be processed (optimal comfort is felt after several days of use; an adaptation period is normal). The mattress will be inspected upon return. It must be in good condition and free of bed bugs.

We have a floor price policy (our prices are always at their lowest). Therefore, we do not negotiate prices because they are very competitive, considering the quality of our products, warranties, etc. We do not inflate our prices and then reduce them during sales periods. We always maintain competitive prices and reduce them during promotions or when our collections are discontinued.

However, we do guarantee our prices, which means that if within 30 days of your purchase, you find an identical item elsewhere at a lower price, we will refund you the difference. Written proof will be required. In addition, if you purchase an item in-store or online and the price of the item is reduced before you receive your order, contact us before the end of the promotion to receive a refund for the difference. If you have already received your order, you have 2 weeks (14 days) from the start date of the promotion to request a refund. Conditions* will apply.

 * Does not apply to floor models or discontinued items, except during the following promotional periods: Black Friday, Boxing Day Sales, Canada Day, Labour Day. In the case of promotions such as: Free shipping, the refund will be done on the shipping fees paid . Promotions cannot be combined.



Payment & Financing

For in-store purchases, we accept Visa, MasterCard, American Express, Interac, certified cheques and cash. For online purchases, we accept Visa, MasterCard, American Express.

We offer interest-free financing over 12 months (purchases over $1000 before taxes and delivery) or 24 months (purchases over $3000 before taxes and delivery) with Paybright for online purchases. You can also finance your purchase in store through AccorD. Certain conditions apply. For more details, please consult https://mobilia.ca/en/financing

In store, it is possible to make a 25% deposit on preordered items or special orders only. The balance can be paid before delivery of the item or during the time of store pick-up. For online purchases and for items that are in stock, the order must be paid in full at the time of the transaction (or financed).



Online Store & Orders

First, please make sure you have read all the details contained in your order confirmation. Remember that it takes 1 to 3 business days to process an order. If you have not heard from us within that timeframe, please contact us at ecom@mobilia.ca

It is possible that your confirmation email was sent to your junk folder. Be sure to check the inbox of the email address you used during the transaction. If you still did not receive an email, please contact us at ecom@mobilia.ca

For the moment, it is not possible to schedule your delivery date online. Once your order has been placed, a member of our dispatch team will contact you to schedule an appointment.

It's not a problem. Whether you would like to change your delivery address or modify the item or quantity, contact us at: ecom@mobilia.ca with with your order number. We will get back to you with the steps to follow. We will get back to you with the necessary procedure.

Yes, order processing status is not yet available for online accounts. However, you can view your order history and details. To get an update on the status of your order, please contact us at ecom@mobilia.ca

For an in-store purchase , For an in-store purchase, you can cancel your order within 48 hours of purchase without any penalty if it is not a floor model. After 48 hours, the sales contract is considered final. To cancel your in-store order, please contact your sales consultant. If you made an online purchase , you may cancel at any time without penalty if your item has not been delivered. To cancel the order you placed on mobilia.ca, write to ecom@mobilia.ca and make sure to include the order number in the subject line of the email.

Technical glitches happen sometimes. Please follow these steps if you have a problem with your online purchase.

  1. Refresh the page
  2. Return to the previous step
  3. Try in another browser (e.g. Firefox, Chrome)
  4. Make sure that the information entered is valid (e.g. credit card number)
  5. Check your internet connection

If you receive an error message or the above tips do not work, please contact us at: ecom@mobilia.ca

If you have added an item that is in stock to your cart, chances are it is still available! Check your cart via the icon on the right corner of the page.

If the item you would like to purchase is not in stock or pre-ordered, it may be discontinued, and we may no longer be able to receive it. It is also possible that the next order has not yet been placed. You can check back in a few days or contact us at: ecom@mobilia.ca for more information.

Despite our best efforts, errors can occur in our online store. We are always happy to hear from you and are always looking for ways to improve. Do not hesitate to send us your comments or to mention an error by writing to us at:: ecom@mobilia.ca

Yes, absolutely! Once we receive your order, we will contact you to schedule your delivery. We will keep your items secure in our distribution centre until you are ready to receive your order.

For the modular models with a lounging sofa, it is by looking at the sofa from the front, as in the main photo, that you will know which configuration to choose. The configuration is considered to be LEFT when the lounging chair is on the left side when looking at the sofa from the front. This means that when you are sitting on the sofa, the lounging chair will be on your right. If you are unsure, contact us at support@mobilia.ca



Products & Special Orders


If you are moving or selling an item and have misplaced the assembly instructions, please contact your sales consultant for a purchase made in store or support@mobilia.ca ca for an online purchase. It will be our pleasure to send you the instructions.

We are working very hard to provide you with as much information as possible about our products. However, it is possible that some technical details and measurements may not be found on our item sheets. If you are looking for a technical detail or a specific measurement that does not appear on the item sheet, please contact a store, or write to us at support@mobilia.ca

We do not use fire-retardant fabric or formaldehyde, so there is no need to worry.

Most of our wooden furniture is protected with lacquer. The finish is not oil-based, so there is no need to oil it to maintain the item. However, it is recommended to clean stains and dirt from the wood quickly because over time, the layer of lacquer can become thin and the wood can absorb stains if they remain on it for too long. As with any wooden furniture, over a very long period, or depending on usage, you can see if the lacquer is gone or if the furniture is scratched. In this case it may be necessary to sand and apply a new layer of lacquer or varnish. Normal maintenance and use do not require re-lacquering unless the surface is damaged. Consult our maintenance tips for more information.

Leather has been part of our expertise for over 50 years. From maintenance, types of leather, and the origin of the leather, everything you need to know is right here .

It is possible to purchase a floor model if the item is discontinued. Floor models are sold as is, without warranty, and should be considered final sales. The customer must sign a disclaimer detailing any damage or imperfection at the time of purchase. Floor models must be paid in full at the time of purchase. You must pick up or have the purchased floor models delivered within 21 days of the date of the sales contract, failing which the sales contract will be cancelled, and 50% of the total amount of the sales contract, excluding taxes, will be refunded to the customer. If for any reason, the purchased floor models subject to this sales contract cannot pass through the access points to your residence, making delivery impossible, a 25% restocking fee will be applied to the purchased floor model(s). The balance of the sale amount (excluding taxes) will be credited in store.

Some of our products are already assembled (for example: nightstand, armchair or chair). You can see the packaging dimensions on the product sheet. If minimal assembly is required, a simple screwdriver will suffice. If a particular part is required (e.g. Allen key), it will be provided.

Many of our items are available on special order. Whether it be colour, leather/fabric, or size options. Please inquire in store.

Some of our modular sofa models offer infinite possibilities of configurations. We have chosen a few of them to display on our online store, but it is possible that the configuration you want is not shown. If this is the case, please contact us at: ecom@mobilia.ca . It will be our pleasure to assist you.

Every year, our buyers travel the world in search of quality items that will enrich Mobilia's four Worlds of Style. The collections we offer are the result of collaboration with suppliers from around the world. Our suppliers/manufacturers are carefully selected based on the quality of materials and production. Mobilia offers a product guarantee and therefore stands behind the quality required for the products that are offered. The country of origin is indicated on the data sheet of some of our items.



Prices, Rebates & Promotions


In terms of prices and rebates, we have a floor price policy (our prices are always at the lowest). Therefore, we do not negotiate prices because they are very competitive, considering the quality of our items, warranties, etc. However, we do guarantee our prices, which means that if within 30 days of your purchase, you find an identical item elsewhere at a lower price, we will refund you the difference. Written proof will be required. We do not inflate our prices and then reduce them during sales periods. We always maintain competitive prices and reduce them during promotions or when our collections are discontinued.

We do not know the promotions in advance, but they will always be posted on our home page. The best thing to do to stay informed about our promotions is to subscribe to our newsletter on the mobilia.ca homepage or in your Mobilia account and follow us on Facebook or on Instagram @MobiliaCanada

We are proud to offer our customers items at the best possible quality/price ratio. However, if you find an identical item elsewhere at a lower price within 30 days of your purchase, Mobilia will refund you 110% of the difference plus taxes. Written proof will be required.

If you purchased an item in store or online and the price of the item is reduced before you receive your order, contact us before the end of the promotion to receive a refund of the difference. If you have already received your order, you have 2 weeks (14 days) from the start date of the promotion to request a refund. Conditions* apply.

 * *Does not apply to floor models or discontinued items, except during the following promotional periods: Black Friday, Boxing Day Sales, Canada Day, Labour Day. In the case of promotions such as: Free shipping, the refund will be done on the shipping fees paid. Promotions cannot be combined. .