FREQUENTLY ASKED

QUESTIONS

FREQUENTLY ASKED
QUESTIONS

What is your reaction 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, locations and appointement service

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.

In the current context, Mobilia is proud to offer you an appointment service to facilitate your shopping in complete safety. Make an appointment for a free private shopping experience. A consultant will prepare your meeting following a short questionnaire and will be available to you for 1 hour to guide you in finding the right furniture, lighting, décor accessories.

We have 11 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


 

Deliveries

We listened and are now offering more areas served throughout Canada, a larger fleet of delivery trucks & simplified fixed rates. Whether you choose threshold delivery or white glove service, we now offer more flexible options for a faster delivery at the lowest price possible. Select your province and enter your postal code from any product page or your cart to see all the available options, as well as the costs and delays! Learn more.

During threshold delivery (also called contactless), we will place your order in the first available space of your home (your garage or your interior entrance). Our white glove delivery service includes the installation and assembly of your furniture. Before leaving, we will also dispose of all the packaging. You can choose the option that best suits you depending on the availability of the service and the type of products purchased.

Please allow 1-2 business days for processing your order. Thereafter, for a courier delivery, the delay is 2 to 5 days. You will receive an email with a tracking number as soon as your order has left our warehouse. Truck deliveries in our regular service areas are done within 10 to 15 business days. If you have chosen the in-store pick-up option, allow 5 to 10 days. The store will contact you to notify you when your order is ready for pickup. These deadlines only apply to in-stock items. If your order includes products in inventory and on pre-order, we will contact you once all your products have arrived at the warehouse. If you wish to receive two deliveries, email us at: info@mobilia.ca.

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.

At the moment, we 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 mail. 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.

Despite our best intentions, 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 postpone the expected delivery date while taking into account the new arrival date of the goods. Please contact the store if you have not heard from your sales representative. For an update on the arrival of your web order, please contact us at ecom@mobilia.ca.

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

If your order contains items in stock and pre-ordered items, we can deliver the available items immediately and deliver the pre-ordered items at a later date. We can also deliver your entire order once it is complete. You only pay once for delivery. If you would like to receive two deliveries, please send us an email at info@mobilia.ca with your order number. 

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. 

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

Montréal: 514-685-7557

Québec/ Ottawa: 1-866-662-4542

Greater Toronto area: 905-896-4904

Email: info@mobilia.ca


 

Policies and guarantees

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 

Protect your investment with complete protection against stains and accidental damage. You can purchase additional protection for your items. The cost of the 5-year protection plan depends on the retail value of the purchase and is available starting at $99.99. 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+1 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 purchase, according to these conditions: The mattress can be returned from the 21st day after delivery or pick-up (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.
 

Our prices are very competitive, considering the quality of our items, 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.


 

Cancellation, returns and exchanges

For an in-store purchase, you can cancel your order within 48 hours of purchase without any penalty, if it is not a demo 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 Return policy.

It does not fit? You changed your mind? 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 warehouse). 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.

Depending on whether your order was delivered by truck,  by courier or picked up in store, return options vary. All returns must first be approved by the after-sales service. For more information, see our section on returns and exchanges

All exchanges must first be approved by the after-sales service. For more information, see our section on returns and exchanges


 

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’ve partnered with Flexiti and Paybright to offer you financing options with no interest. With a simple application process, you can get approved in minutes! For more details, please consult https://mobilia.ca/en/financing

In store, it is possible to make a 25% deposit on your purchase. The balance can be paid before delivery of the item or at the time of store pick-up. For online purchases, the order must be paid in full at the time of the transaction (or financed through Paybright).


 

Online Orders

First make sure you have verified the information included in the order confirmation that you have received by email when you made your purchase. Please remember that we require 1 to 2 business days to process an order. Still have questions? 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 you used during the transaction. If you still did not receive the 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, our dispatch department will contact you to schedule an appointment based on your availability and those of our fleet of trucks.

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 the right information. We will get back to you with the necessary procedure.

Yes, tracking the processing of your order is currently not available in the online account. However, you can view your order history and details. To have an accurate status of your order processing, please contact us at ecom@mobilia.ca

You can cancel an online purchase without penalty as long as your product has not been delivered. To cancel your order placed on mobilia.ca, email us at: ecom@mobilia.ca, making 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) or in a private window
  4. Make sure that the information entered is valid (e.g. credit card number)
  5. Check your internet connection
  6. Try from another device (cell phone, tablet, computer)

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 available for pre-order, it may be discontinued. 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 your opinion and are always looking for ways to improve. Do not hesitate to send us your comments or to mention any error by writing to us at: ecom@mobilia.ca

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


 

Products & Special Orders


You will find all of our new products here. We receive new arrivals every month. Subscribe to our newsletter to stay informed of all our news, promotions, trend tips and the latest news!

We are working hard to offer our customers a wider range of locally produced products. Our objective is to continue promoting products exclusive collections made with Canadian manufacturers who are offering products at the best value. Take a look at our collections of locally designed and manufactured products!
 

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 ecom@mobilia.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 items. 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 ecom@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 . De not hesitate to contact an in-store associate or book a free personalized shopping session with our "Mobilia Rendez-Vous" service.

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 refined items that will enrich Mobilia's four style worlds. 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 the item guarantee and therefore stands behind the quality required for the items that are offered. The country of origin is indicated on the data sheet of some of our items.


 

Prices, Discounts and Promotions


Our prices are very competitive, considering the quality of our items, 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.

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.