FREQUENTLY ASKED

QUESTIONS

FREQUENTLY ASKED
QUESTIONS

 


Contact and appointments

You can reach us by telephone at the following numbers:

- For Quebec, Ottawa region, Western and Eastern Canada: 1-866-662-4542

- For the Greater Toronto Area: 905-896-4904

- By e-mail: [email protected]

- Via our online form

Here you'll find a list of our 10 stores and 2 distribution centres, along with their opening hours. Select the store of your choice for more details.


 

Deliveries

We deliver anywhere in Canada, thanks to a large fleet of trucks. The delivery rate remains fixed, regardless of the number of items in your order.

2 delivery methods are available, depending on your address and the product ordered:

  • - White glove delivery: from A to Z with installation
  • - Threshold delivery

For a selection of smaller items, we offer delivery by courier.

From a product sheet or in your shopping cart, enter your province and postal code to see all available options, as well as delivery costs.

You'll find more information on all our delivery options here.

Please note that you can always collect your purchases free of charge from any of our stores.

Delivery times vary according to zone and truck availability; please allow 10 to 15 working days after receipt of all your items at the warehouse. These lead times apply to products in stock. We will contact you to schedule your delivery date once your items have arrived.

If your order contains both in-stock and pre-order products, we will contact you once all your products have arrived at the warehouse.

We will gladly provide you with a personalized quote. Simply email us at [email protected] with your postal code and a detailed list of the items you are interested in. We will get back to you with your delivery options.

Once an order is received, our delivery department will contact you to book your delivery date. Purchases must be delivered or picked up within twenty-one (21) days of the product’s arrival at our Distribution Center. You can then choose the date that suits you best. The day before your delivery, we'll give you a 3-hour time slot via automated voicemail. On the day of your delivery, we'll contact you about 1 hour before our arrival. Full and final payment, to which you are bound by your sales contract, must be made prior to scheduling delivery.

For online orders, please write to us at [email protected] 

For in-store orders, please contact your store advisor.

For any other questions, please contact us via our online form.

Contact us at 1-866-662-4542 for Quebec and Ottawa, or 905-896-4904 in the Greater Toronto Area, or by e-mail at [email protected]

If you notice any defects or damage, you must contact our after-sales service within three (3) working days of delivery of your products. Each claim will be studied carefully and we will choose the most appropriate solution while respecting the design of the product.

Please contact our After-Sales Service Department, quoting your invoice/order number, name, and e-mail address via our online form.

Quebec/Ottawa: 1-866-662-4542

Greater Toronto Area: 905-896-4904

Once your order has arrived at our warehouse, our delivery service will contact you to arrange a delivery date.

Purchases must be delivered or picked up within twenty-one (21) days of the product's arrival at our distribution centre.

Full and final payment, to which you are bound by your sales contract, must be made prior to scheduling delivery. For orders picked up directly at the store, branch personnel will contact the customer once the merchandise has been received at the store, and the customer will have 21 days from the date of receipt to pick up the order.

If delivery or collection has not been confirmed within this period, the sale will be cancelled and the customer will be charged a restocking fee equal to 25% of the total sale value of the order. The balance of the amount will be credited to the customer for a future purchase and will be valid for 6 months.


 

Cancellations, returns and exchanges

With the exception of "final sale" products and any custom-made item, you may cancel an order within three (3) days of purchase by contacting your in-store advisor or our web service team (for online purchases) at [email protected]. Refunds will be issued on the credit or debit card used during the original transaction, or by cheque, in the amount of the original item's purchase price, plus applicable taxes.

If the product you have purchased is defective or damaged, we will resolve the situation using our know-how and expertise. Please note that we do not accept any returns or exchanges that have not been expressly authorized by our After-Sales Service Department.

If you notice any defects or damage, you must contact our after-sales service within three (3) working days of delivery of your products. Each claim will be carefully examined and we will choose the most appropriate solution while respecting the design of the product.

If the product being returned or exchanged is no longer available on the market, Mobilia reserves the right to replace it with an equivalent product. All returns, exchanges, or services require prior authorization from our Customer Service Department. Please note that we may ask you to send us photos of the product(s) you wish to return.

Mobilia reserves the right to refuse any return or exchange request that does not comply with our policy. Customers may return or exchange a product only once.

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 our customer service department. To find out more, consult our returns and exchanges section.

All exchanges must be approved by our After-Sales Department. Please note that we may request photos of the product(s) you wish to return. Mobilia reserves the right to refuse any returns or exchanges that do not comply with our policy. Customers may only return or exchange products once. You can contact them via our online form.


 

Policies and warranties

Our furniture comes with a one-year (1) parts and labor warranty against manufacturing defects.

If a defect is found within one (1) year from the date of delivery of an item, we will repair or replace it, at our sole discretion.

Certain components of our furniture products and lounge chair collections are guaranteed for more than one year, including frame (10 years), suspension (5 years), foam (2 years), and moving parts (2 years).

The warranty applies only to normal domestic use of the product and does not cover defects resulting from negligence or abnormal or commercial use.

Materials such as fine wood or leather may vary in shade and tone. This is considered a normal characteristic of these products and does not constitute a defect.

To report any manufacturing defects, please contact our after-sales service within the specified warranty period.

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 will depend on the retail value of the purchase and is available starting at $99.99.

Mobilia mattresses come with a 20-year Magniflex warranty. In addition, take advantage of Mobilia's 100+1 night comfort guarantee! If you're not completely satisfied with your mattress, you can obtain a credit or exchange within 100 days of purchase, subject to the following conditions: The mattress can be returned from the 21st day after delivery or pick-up (optimal comfort is felt after several days of use; a period of adaptation is normal). The mattress will be inspected on return. Mobilia reserves the right to refuse the return of any mattress. Discover all the advantages of our mattresses!

If you have purchased an item and we reduce the price within 3 days of your purchase, please contact us within this time frame to receive a refund of the difference. This policy does not apply to floor models or discontinued products.

In the case of Free shipping, the refund will be made on the shipping charges paid.

Promotions cannot be combined.

If you find the same item elsewhere at a lower price within 15 days of your purchase, we will refund the difference plus 10%. Please note that this policy only applies to the current price and does not apply to floor models, promotions, or discontinued competitive products.

Want to keep up to date with our new discounted items, delivery promotions and more? Sign up for our newsletter at the bottom of the page and follow us on our social networks Facebook and Instagram @MobiliaCanada!

Are you a design professional? We've got a program just for you!

To get an online designer account, create your account on mobilia.ca with your professional email address and send an email with your proof of accreditation to [email protected]. Once your account is confirmed, you'll receive an instant 10% discount on your online purchase (on regular-priced products only, excluding gift cards).

In-store, open an account directly with your in-store consultant and receive a 10% discount for your customers OR a 5% designer discount.

Online and in-store accounts are not linked.


 

Payment & Financing

For in-store purchases, we accept Visa, MasterCard, American Express, debit cards (Interac), and cash.

For online purchases, only Visa and MasterCard credit cards are accepted.

Please note that gift cards cannot be used as a method of payment for online purchases; they can only be used in-store.

We offer interest-free financing with Flexiti, both online and in-store. Interested? Find out more here.

In-store, a minimum 25% deposit is required for a pre-ordered product.

The balance must be paid before the product is delivered or when it is picked up in-store.

If the product is in stock, full payment must be made at the time of the transaction.

For special-order products, a 50% deposit is required.

For online purchases, the order must be paid in full at the time of transaction or financed with Flexiti, for both in-stock and pre-order products.

Our gift cards are available exclusively in our stores. They are neither returnable nor refundable.


 

Orders and online store

With your order confirmation and order number, please follow the steps in our contact form. Please check whether the product(s) you have ordered are in stock and/or on pre-order so that we can best assist you.

The confirmation e-mail may have ended up in your junk mailbox. Be sure to check the inbox of the e-mail you used for the transaction. Nothing yet? Please contact us.

At 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 trucks in your area.

Within 3 days of placing your order, and being provided with your order number, you can submit your change request to our team by writing to [email protected].

This is quite normal and means that your order is still on its way to our warehouses or stores.

For real-time order status, please contact us.

For online orders, please write to us at [email protected] 

For in-store orders, please contact your store advisor.

For any other questions, please contact us via our online form.

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

  • Refresh the page
  • Return to the previous step
  • Try in another browser (e.g. Firefox, Chrome)
  • Make sure that the information entered is valid (e.g. credit card number)
  • Check your internet connection
  • Try from another device (cell phone, tablet, computer)

 

If you receive an error message or the above tips do not work, please contact us.

If you've added an in-stock product to your basket, chances are it's still there! Check your basket using the icon in the right-hand corner of the page.

If the product you wish to purchase is neither in stock nor on pre-order, it may be discontinued and we may no longer receive it. It is also possible that the next order has not yet been placed with our supplier. You can check again in a few days or contact us to find out more. Have a look at our "Last Chance" page, you might just find the discontinued part you're looking for.

Found an error? We're always happy to hear from you and want to improve. Please feel free to send us your comments or point out an error by writing to us at: [email protected] 

For modular sofas with chaise longue, you'll know which configuration to choose by looking at the sofa from the front, as shown in the main photo. The configuration is considered to be RIGHT when the chaise longue or arm is on the right side when looking at the sofa from the front. This means that when you're sitting on the sofa, the chaise longue or arm is on your left. If you're not sure, please contact us.


 

Products, pre-orders and special orders

Some of our items are in production or in transit to our warehouse. Estimated arrival dates are indicated and you can reserve them by placing a PRE-ORDER. Despite our best intentions, this date is subject to change. We will be sure to contact you if this is the case. If you have reserved a product and you see that the date has changed on the website, don't worry! This date is for new orders and does not affect the arrival of the product you reserved.

To find out if a specific product is available as a floor model in store, click on the tool: 'See stores where a floor model is available' on the product page.

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

All our products on sale can be found right here. You can also discover our 'Last Chance' section for all our products that will soon be removed from our catalog or that were in floor model at reduced prices! What's more, you'll find a wide selection of discounted products in all our stores.

We are working hard to offer our customers a wider range of products made locally. Our goal is to continue to promote items that are exclusive to Mobilia made by Canadian manufacturers who will provide us with the best value. Take a look at our collections of locally designed and manufactured items!

If you are moving or selling an item and have misplaced the assembly instructions, please contact your sales consultant email us at [email protected] if you purchased the item online. It will be our pleasure to send you the instructions.

We do our best to provide you with as much information as possible about our products. However, it is possible that some technical details and measurements may not appear on our product sheets. Are you looking for a technical detail or precise measurement that doesn't appear on the product sheet? Contact your sales advisor in-store or write to us at [email protected] to purchase online.

Mobilia meets all the standards and there are no hazardous or carcinogenic materials in our items. We do not use any fire-retardant fabrics or formaldehyde, so there is no need to worry.

Most of our wooden furniture is protected with lacquer. The finishing is not oil-based, so there is no need to oil it to maintain the item. However, it is recommended to clean the stains and dirt on the wood quickly because with time, the lacquer can become thinner, and the wood can absorb the stains if they are there too long. As with any wooden furniture, over time or with use, 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 lacquer or varnish. Normal care and use do not require re-lacquering unless the surface is damaged. Please consult our maintenance tips for more information.

Leather has been part of our expertise for over 50 years. From maintenance to types of leather to the origin of the leather. Everything you need to know here. Don't hesitate to contact an advisor in-store.

It is possible to purchase a floor model if the product is discontinued. Floor models or any other product sold "as is" (e.g., open box) are not guaranteed and are considered final sales. At the time of purchase, the customer will be required to sign a disclaimer detailing any damage or imperfections to the product. Final sale items must be paid for in full at the time of purchase. You must pick up or deliver the floor models 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 floor models purchased under this sales contract cannot pass through the access points to your home, making delivery impossible, a restocking charge of 25% will be applied to the floor model(s) purchased. The balance of the sale (excluding taxes) will be credited in-store.

Many of our items are available on special order, whether it be the colour, leather/fabric options or size options. A 50% deposit is required for all special orders placed 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. 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 an item guarantee and therefore stands behind the quality required for the items that are offered. The country of origin is indicated on the product sheet of some of our items.