FAQ
Answers to your questions
ORDER AND PAYMENT
How do I place my order?
It’s so easy! Browse our website, select the product(s) that you like and click on "Add to my cart". Once you are done shopping, click on the cart icon located at the top right of the web page. To check out, you will need to register and fill out the payment form.
How do I use a coupon code on my order?
Go to your shopping cart, enter the promo code in the box provided and click "Apply". The discount will be deducted from your order total.
Is there a security risk in transmitting my personal and credit card information through your website?
You can trust us! The protection of your information is important to us! In addition to not keeping track of your banking data, we use a state-of-the-art encryption system. It is therefore totally safe for you to use your credit card or to enter your confidential information on our site.
Do you offer financing options?
Yes, it is possible to make your purchase using the Klarna financing tool. You’ll get to pay for your new furniture in 4 equal payments, without interest. For more information on this service, visit the Klarna page.
What payment methods are accepted?
We accept Visa and Mastercard. You can also choose to pay via PayPal, Google Pay, Apple Pay or Klarna.
How can I track my order?
Once your items have been shipped, a tracking number allowing you to locate your order on the carrier's website will be sent to you by email. This number will also appear in your account. Please note that a few days may pass from the date you place your order to the date you receive your tracking number.
When will I be billed for my order?
You will be billed for your purchase when your order has shipped.
Will I receive an order confirmation?
Yes, you will receive an order confirmation email upon completion of the transaction.
SHIPPING
Are there any shipping fees?
At South Shore Furniture, shipping is always free! No minimum order is required.
In which regions do you offer delivery?
Delivery is available in almost all Canadian provinces. However, it is currently not available for the most remote regions such as Newfoundland and Labrador, Nunavut and the Yukon.
How fast is delivery?
Our orders are currently delivered within 2 to 5 days and shipped within 48 hours. If you have ordered replacement parts, they will be delivered within 10 days.
How will my order be delivered?
Your order will be delivered to your door via one of our shipping partners. We always work with partners we trust to provide you with the best experience. Please note that if your order includes multiple boxes, we will use an LTL trucking company to deliver your order.
What can I expect when I receive my order?
Your order will be delivered directly to your doorstep. If it contains more than one box or product, it may come in more than one package. Carry your furniture inside and choose a clear space to begin assembly. We recommend that you choose the room in which the furniture will be installed to avoid unnecessary movement later. Follow the assembly guide provided with the product and do not hesitate to contact our team if you have any questions!
Can I change my delivery address?
To make changes to your shipping address after you have placed your order, contact our team at 1-800-290-0465 as soon as possible. We ship your items very quickly, so be sure to make the change before your package hits the road. It will be impossible for us to change your address once the item(s) have been shipped.
What should I do if the product box is damaged?
Because we put a lot of effort into testing and certifying our packaging to protect your products during shipping, we hope this will not be the case! Unfortunately, this situation is beyond our control. If the box appears to be damaged, please inspect the merchandise carefully to identify potential defects or broken parts. If you find a breakage, contact us at customer service. We will send you replacement parts quickly (and free of charge!).
Will the boxes be delivered inside my home?
No, the boxes will be left outside your home. You will have to carry them inside yourself. Our boxes can be very heavy. We recommend you plan some help.
Do I have to be home for delivery?
You do not have to be home for delivery. You will receive a tracking number to follow your order. It is at the discretion of the carrier to decide whether to leave the package at your door. If they do not, they will leave you a small note telling you where to pick up your order.
Where will my order be left if I live in a building/apartment complex?
Our delivery partners normally leave orders at the front door of buildings if you are not there and they feel it is safe to do so. They can also make a second attempt the next business day or leave a note to pick up your order at a pickup location near you.
I am ordering for a company and would like to schedule a delivery. Is this possible?
For all corporate orders, please contact our team at 1-800-290-0465. We will be happy to assist you!
Is pickup offered?
Pickup service is currently only available at our distribution center in El Paso, USA. For information regarding this service, please visit the Distribution Center Pickup page.
My order contains more than one box or product.
Orders that contain more than one product or more than one box may have different deliveries, as your items may come from our various facilities across Canada and the United States. Want a little hint on how many boxes you will receive? There will be as many boxes as there are tracking numbers. You can easily access your tracking numbers in your account.
RETURNS AND EXCHANGES
Can I return a product?
We are very proud of our products, and we really hope you enjoy them. That being said, if you are not 100% satisfied with your purchase, you may return no questions asked (note that a 15% return fee applies). You have 30 days following the reception of your product to start the process. The product must be in its original condition, and you will be required to show proof of purchase. Products that are more than 40% off are not refundable. This is a firm sale.
Is there a fee to make a return?
The return fee is 15% of the value of the returned product.
How do I make a return?
Contact us directly at 1-800-290-0465 to initiate the return process.
I want to cancel my order.
You’ve changed your mind or made a mistake when finalizing your transaction? Contact our customer service team at 1-800-290-0465 and we will cancel your order as soon as possible. Unfortunately, if your items have already been shipped, we will not be able to process the cancellation.
WARRANTY
What is your warranty?
Our warranty ranges from 30 days to 10 years depending on the product. Please refer to Our Warranties page.
How do I make a claim?
If you wish to make a warranty claim on your product, please contact us at 1-800-290-0465.
PRODUCT AND ASSEMBLY
What if I am missing parts to complete the assembly of my furniture?
Even though we take every precaution to ensure that this does not happen, it is possible that you are missing some parts to complete the assembly. If you ever find yourself in this situation, fill out the online form entitled "Order replacement parts" or contact us and we will send you the missing parts as soon as possible, free of charge! It's our mistake after all!
Where are South Shore Furniture products manufactured?
Our products are designed by our team in Quebec (Canada) and manufactured mostly in our factories across Canada and Mexico. Some products may also be made by our manufacturing partners around the world.
What materials are used?
The materials vary depending on the product you choose. You can refer to the description section of each product page.
How long does it take to assemble a South Shore Furniture product?
Assembly time varies depending on the product. You can refer to the assembly guide available on the product page. You will find an estimate of the time required for assembly on the first page.
Do I need any tools during assembly?
A hammer and a flathead or star screwdriver are required in most cases to assemble our furniture.
Where can I find the assembly guides?
Our assembly guides can be found on each product page. First, find the product in question on our site and then click on the "Assembly Guide" box to consult the electronic version.
Can I assemble my furniture by myself?
Yes, you can! However, to save time and make it more fun, we suggest that you have someone help you.
How to order replacement parts?
It is possible to order replacement parts for your product by contacting our customer service agents or by filling out the online form available in the footer of the site under the "Customer Service" section.
I would like to know when a product will be back in stock.
To be informed as soon as an item is back in stock, click on "Notify me when available" on the page of the product you are interested in. You will then receive an email notification that the desired product is available for purchase.
Will the product received be the same color as the one shown on the online product page?
The color may not be 100% identical. Please keep in mind that colors may vary depending on the resolution of mobile device and computer screens. Our photos are as close to the real thing as possible. If in doubt, order a sample!
Other questions?
Didn't find the answer to your question? Contact our team!