FREQUENTLY ASKED

QUESTIONS

FREQUENTLY ASKED
QUESTIONS


Contact and appointments

Visit our COVID page to keep up to date with the current situation and the measures we are taking.

Contact us via our contact form

You can also contact us via Messenger, Instagram @mobiliacanada or our live chat tool.

In the current context, Mobilia is proud to offer you the Mobilia Rendez-vous Service to make your shopping experience easier and safer. Book an appointment for a free private in-store shopping experience. A specialized sales consultant will prepare your meeting following a short questionnaire and will be available for 1 hour to help you find the right furniture, lighting and decor accessories.

We have 11 stores and 2 distribution centres in Quebec and Ontario. Consult our addresses and business hours.


Deliveries

We heard you and are now serving more regions, with a larger fleet of delivery trucks, at a better flat rate. Whether you choose threshold delivery or our white glove service, we now offer more flexible options for a faster delivery at the lowest price possible. On the product page or in your shopping cart, select your province and enter your postal code to see all the available options, as well as delivery costs and times! Learn more.

We will gladly provide you with a personalized quote. Simply email 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.

For threshold delivery (also called contactless), we will deliver your order to the first available space in your home (your garage or interior entrance). Our white glove service includes the installation and assembly of your furniture. Before leaving, we will dispose of all the packaging. You can decide which option is best for you depending on the service and type of products purchased.

Please allow 1-2 business days for your order to be processed. Afterwards, a courier delivery will take less than 10 business days. You will receive an email with a tracking number as soon as your order has left our warehouse. The delay for truck deliveries will depend on the area and truck availabilities. We will contact you to schedule your delivery date around 10 to 15 business days after receiving all your items at the warehouse.

If you decide to pick up your purchase in-store, please allow 5 to 10 days. The store will contact you to notify you when your order is ready to be picked up. These deadlines only apply to items that are currently in stock. If your order includes products in stock and pre-ordered items, we will contact you once all your products have arrived at the warehouse. If you prefer to receive two deliveries, please email us at: info@mobilia.ca.

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 (a.m. or p.m.), we cannot guarantee specific times. The day before your delivery, we will give you a three-hour slot via automated voicemail. On the day of your delivery, we will contact you approximately one hour before our arrival. This way, you will not have to spend all day waiting for us.

Despite our best intentions, production or delivery delays can happen. If this is the case, we will contact you with a new estimated date of arrival. If you have not received any update regarding an order placed in store, please contact the store. For an update on the arrival of your online order, please contact us.

If your order contains items that are both in stock or pre-ordered, we can deliver the items that are currently available and then deliver the pre-ordered items at a later date. We can also deliver your entire order once it is complete. You will only have to pay for one delivery fee. If you would like to receive your items in two deliveries, please send us an email at info@mobilia.ca.

Contact us at 1- 866-662-4542 #265 for Quebec and Ottawa, or 905-896-4904 for the greater Toronto Area, or send an email to: expedition@mobilia.ca.

Please contact our After Sale Department (include your invoice/order number)

Montreal: 514-685-7557

Quebec/ Ottawa: 1-866-662-4542

Greater Toronto area: 905-896-4904


Cancellations, returns and exchanges

Any special order placed in store may be cancelled within 48 hours of the purchase. After 48 hours, the sales contract is considered final. If for any reason the customer is unable to accept the delivery of the special order, a 25% restocking fee will be applied to the special order items and the balance of the sale amount will be in the form of a store credit. No refunds will be issued.

Any other order placed in store or online may be cancelled at any time without penalty as long as the product has not been delivered.

Floor model purchases cannot be cancelled. These are final sale.

To return a product that has been delivered or picked up, please consult our return policy.

The item you purchased is not to your liking? You changed your mind? Mobilia accepts returns within 15 calendar days following delivery or store pick-up. All final sales are excluded from this policy. Special orders, floor models and products purchased at our Brossard Liquidation Center may be returned but not refunded. A store credit will be offered. The shipping costs for the return (equivalent to the shipping charges) will be deducted from your refund. Contact us to request a return or an exchange.

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 Sale Department. For more information, please consult our section on returns and exchanges.

All exchanges must be first approved by the After Sale Department. For more information, please consult our section on returns and exchanges.


Policies and warranties

Our furniture comes with a one-year (1) warranty on parts and labour against manufacturing defects. Modular sofas, sofas, loveseats and accent chairs carry the following warranties from the delivery date: 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.

Materials such as fine woods and leather may vary in shade and colour. This variation is considered a characteristic of these products, not a manufacturing defect.

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

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.

The mattresses in our Mobiliazzz product line come with a 20-year warranty from Magniflex. In addition, Mobilia offers 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 21 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. Mobilia reserves the right to refuse the return of the mattress. Discover all the advantages of our mattresses!

Our prices are competitive, considering the quality of our items, warranties, etc. We do not inflate our prices to then reduce them during sales periods.


Competitor Prices

If within 15 days of purchasing a regular-priced item from Mobilia, you find the same item elsewhere at a lower regular price than the price you paid at Mobilia, we will refund the difference plus 10%. Written proof will be required.

*Does not apply to floor models, promotions, or the competition's discontinued items.


Mobilia’s Promotional Prices

If you purchase an item in-store or online and the price of this item is reduced before you even 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 delivery or pick-up date to request a refund as long as the promotion is still ongoing. Some 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 homepage. The best way 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

Are you a designer or design professional? You can get a discount on your purchases. Create your account on mobilia.ca with your professional email address and send an email with your proof of accreditation to: ecom@mobilia.ca. Once your account is confirmed, you will receive an instant 10% discount on your online purchase (on regular-priced items only, excluding gift cards). In-store, open an account directly with your in-store consultant and get 10% off for your customers OR a 5% designer discount. Online and in-store accounts are not linked.


Payment & Financing

For purchases made in-store, we accept Visa, MasterCard, American Express, Interac and cash. For online purchases, only credit cards are accepted. Gift cards cannot be used as a method of payment for online purchases.

Yes, we offer financing with no interest with Flexiti, online and in-store. More details.

In stores, a 25% minimum deposit is required for a pre-ordered item. The balance must be paid before the item is delivered or when picked up at the store.

If the item is in stock, it must be paid in full at the time of the transaction. For a special order, a 50% deposit is required. For online purchases, the order must be paid in full at the time of the transaction or financed through Flexiti, for items that are in stock or pre-ordered.

For now, Mobilia gift cards can only be purchased in-store. They can be used at any Mobilia store on all products offered. Gift cards cannot be returned or refunded.


Orders and online store

First, make sure that you have verified the information included in the order confirmation that you received by email when you made your purchase. Please remember that we require 1 to 2 business days to process an order. If you still haven’t heard back, please contact us.

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 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.

Yes. Tracking the processing of your order is not available at this time 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

Yes. Tracking the processing of your order is not available at this time 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.

You can cancel an online purchase without penalty as long as your item has not been delivered. To cancel your order placed on mobilia.ca, please contact us.

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 have added an item that is in stock in 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 and we will not be receiving anymore. It is also possible that the next order has not yet been placed with our supplier. You can check back in a few days or contact us for more information.

Despite our efforts, errors can occur in our online store. We welcome your opinion and are always looking for ways to improve. Please do not hesitate to send us your comments or to mention any error by emailing us at ecom@mobilia.ca.

For the modular models and sectionals 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 RIGHT when the chaise or arm is on the right 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 left. If you are unsure, 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 in store for demo, click on the tool: See a floor model in store - on the product page.

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 new arrivals, promotions, trend tips and the latest news!

All of our sale items can be found right here. In addition, you can find a large selection of discounted items 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 ecom@mobilia.ca if you purchased the item online. 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 product sheets. If you are looking for a technical detail or a specific measurement that does not appear on the product, please contact your sales consultant or email us at ecom@mobilia.ca if you purchased the item 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, types of leather, and the origin of the leather, everything you need to know is right here. Please do not hesitate to contact a store consultant or book a free personalized shopping session with our Mobilia Rendez-Vous service.

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 simply screwdriver will suffice. If a particular tool is required (e.g. Allen key), it will be provided. Our White Glove delivery service is always available if you do not wish to assemble your furniture.

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. Please ask in store make an appointment with a sales consultant.

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. Schedule your personalized shopping session with a sales consultant via Mobilia Rendez-Vous.

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 product sheet of some of our items.