0

F.A.Q.

Structube

Who is Structube?

Today, Structube is a leading specialty retailer of contemporary and modern home furniture. We work passionately to achieve a perfect balance between affordable, functional and stylish products, all of which have an amazing story and have been handpicked from around the world. Our brand continues to reflect changes in trends and lifestyles, providing our customers with enjoyable shopping experiences.

See our entire story on the About Us page.

How can I contact you?

We'd love to hear from you! Please contact us here.

Our head office is located at:
6000, autoroute Transcanadienne
Saint-Laurent (Québec)
H4T 1X9
Canada

Our products

How do you ensure quality?

Design, diversity and craftsmanship provide the backdrop for delivering a most unique and exciting furniture assortment. Our buying team personally audits every factory and individual product prior to final selection, resulting in unified merchandise collections, firm governance practices and secure quality controls.

Can I change the fabric or building materials of a given item?

Our distinctive designs cannot be offered in alternate materials, sizes or colours outside those already available.

Can replacement parts and hardware be purchased?

Missing hardware and parts of recently purchased items may be ordered. Please contact us for additional information.

What is your warranty policy?

Our products include a one-year warranty covering manufacturing defects. Structube furniture is intended for home use only. The original sales invoice is required for all claims.

Are the colours portrayed on the website accurate?

Our team works exceptionally hard to display product colour and texture accurately. However, relative inconsistencies may exist from one display monitor to another. If you need assistance, please contact us and we will be happy to help you pick the right colour.

How can I order an item that is discontinued?

Product innovation fuels our Company’s passion to create exciting new assortments throughout the year. Should you be interested in a product that has been discontinued, please contact us and we will do our best to help you find just what you are looking for.

Do your products come ready-to-assemble?

In order to provide our customers with quality products at great prices, many items are ready-to-assemble. A large majority of hardwood home furnishings come flat-packed, for ease of transportation at reduced costs. Please contact us in order to have further information.

How can I find another copy of the assembly instructions?

The assembly instructions for each product can be found on its respective product page. If the product you are looking for is no longer on our website, please contact us.

Employment

Where can I apply for a job with Structube?

We offer a dynamic, creative, and collaborative work environment while seeking passionate individuals with an entrepreneurial spirit. Structube provides a wide range of opportunities within the organisation that inspire employees to shape their own careers while contributing to the company’s growth.

To learn about work opportunities at Structube, visit our Career section.

Retail

How do I find a retail location near me?

Store locations are listed in our Stores section.

What are your stores' operating hours?

Operating hours vary from store to store. Please visit our Stores section for additional information.

Are your products available in-store or must they be delivered?

Many products are available for purchase in-store. Larger products may require in-home delivery. Please contact your store for additional information.

How can I find out about the availability of an item?

Our website provides in-store display information on product pages. In order to ensure the availability of an item, please contact your nearest store and a sales associate will gladly provide you with the information required to make your shopping experience enjoyable.

Returns & exchanges

What is Structube’s return policy?

If you are not completely satisfied with your purchase, we will gladly accept a return or exchange on regular priced items within 14 days of delivery or pickup, upon presentation of the original receipt. The unused item must be returned in its original condition and packaging. Refunds and exchanges are not applicable on sale items. Refunds will be processed based on the original method of payment.

Please contact us should you have any questions.

More information on returns and exchanges can be found here.

How can I return merchandise?

Please contact us to organize the return or the exchange.

More information on returns and exchanges can be found here.

For all in store purchases, please contact your store.

What should I do if my merchandise is damaged?

Please contact us by email as soon as possible and provide us with a detailed description as well as a photo of the damage. We will take care of the rest!

For all in store purchases, please contact your store.

What should I do if the products are defective?

Our product offerings come with a one-year warranty from manufacturer's defects. Please contact us by email and provide us with a detailed description as well as a photo of the defect. We will get back to you as soon as possible.

For all in store purchases, please contact your store.

Shopping

How can I change my email address or password for my Structube account?

You can change your email address or password by clicking on "My Account" at the top right corner of every page. You can also reset your password by clicking on the "Forgot your Password?" link when you sign in to your Structube account.

What is your price adjustment policy?

Price adjustments will be granted in store within 14 days of purchase and upon presentation of the original sales invoice. Certain conditions and exceptions may apply.

For online purchases, please contact us within 14 days of delivery and we will gladly adjust the price. Certain conditions and exceptions may apply.

What are the accepted methods of payment?

For in-store purchases, we accept Visa, MasterCard, American Express, Discover, Interac debit card, cash and Structube issued gift cards.

For online orders, we accept PayPal, Visa, MasterCard, American Express and Discover.

Please note that we currently do not have a financing option available.

Does Structube offer coupon codes, rebates, promotions or other deals?

Yes! Check out the sale section regularly and sign up to our newsletter here to be the first to hear about our promotions.

It is safe to provide my credit card and personal information online?

It is absolutely safe to use your credit card on our website. All sensitive information is transferred using the same encryption and physical security that banks use.

Also, please rest assured that we will only communicate with you if you have subscribed to our newsletter. If you no longer wish to receive newsletters, you can unsubscribe by clicking the link at the bottom of the newsletter or by updating your preferences in your Structube account.

Gift cards

What happens if I lose my gift card or credit note?

Please think of Structube gift cards as cash. Structube is not responsible for lost or stolen gift cards.

Do gift cards and credit notes have an expiration date?

There is no expiration date on our gift cards.

Orders & shipping

What happens if an item is unavailable?

If an item is temporarily unavailable, you can still place an order for it. When all the items in your order are in stock, we will contact you to let you know that your order is ready for shipment. If you wish to receive your items separately as soon as they become available, please contact us. Further delivery fees will apply.

Do you offer international shipping?

We currently only ship to Canada and to the United States. If your delivery address is in the U.S., please make sure to use the U.S. website.

What shipping options do you offer?

We aim to deliver our product offerings in a timely and economical way. Smaller available items ship via FedEx Ground. Heavier items and furniture require our in-home delivery service. We also offer the option for pickup in store. You can select the store of your choice in the checkout process. Please note that orders shipping outside of Quebec and Ontario may take longer to arrive. Please visit our Shipping & Delivery page for more information.

How much are the shipping fees?

Shipping fees vary by product and by delivery destination. The maximum shipping charge is $160*. Please visit our Shipping & Delivery page for additional information.

*With the exception of postal code P1P 1R2.

Are sales taxes charged on delivery fees?

Applicable provincial and federal sales taxes are applicable on all shipping and processing charges.

Can you ship an order to a PO Box?

Given the nature of our product offerings, we cannot ship to PO Boxes.

What is the pickup in store process?

You will receive an email confirmation when your order leaves our distribution centre. A member of our team at the store will call you when your order is ready for pickup. Orders that are not picked up within 7 days of becoming available for pickup will be cancelled and refunded. The e-mail receipt, the credit card used for payment and a photo ID are required at the time of pickup. Please visit our Shipping & Delivery page for more information.

DISCLAIMER
You will receive an email confirmation when all of your items have shipped. A member of our team will contact you when your order is ready for pickup at the store. The original receipt or e-mail receipt is required at the time of pick-up. Please ensure the vehicle used for the pick-up will accommodate the merchandise in its original packaging. The product warranty applies on merchandise leaving the Structube store in its original packaging. Structube personnel is not responsible for loading the merchandise into your vehicle and cannot be held responsible for merchandise that cannot be loaded into your vehicle due to the weight and/or dimensions of the merchandise. Some exceptions may apply, see product pages for details.

Will I receive a confirmation for my order?

An order confirmation email is sent to you immediately after completing the purchase.

When will my order be charged?

When you place an order online, the amount is pre-authorized on your credit card. The funds will be captured when the order is shipped out from our Distribution Centre.

For orders paid with PayPal, the funds will be captured 25 days after the order is placed.

All orders picked up in store will have the funds captured as soon as the order is placed.

How can I check the status of an online order?

Log in to your Structube account to check the status of an order.

How can I modify or cancel my order?

If you change your mind and decide to cancel or modify your order, please contact us as soon as possible after having placed the order. If the order has not been processed, we will be able to cancel it and refund the full amount. You will then be able to place a new order. If the merchandise is already in transit, the delivery fee will not be refunded. 

How soon can I receive my order?

We know you are excited to receive your new products so we will do our best to send your order as soon as possible!

When all the products are in stock, we will process your order within 2 to 3 business days. For orders that ship via FedEx Ground, a confirmation email will be sent when your order has shipped with tracking information if available. For orders that ship with our in-home delivery service, we will contact you to confirm a delivery date. Please note that orders shipping outside of Quebec and Ontario may take longer to arrive.

Please visit our Shipping & Delivery page for additional information.

How can I track my shipment?

If your order is shipped via FedEx Ground, you will receive an email once it has shipped with the tracking information and an estimated delivery date if available. If your order is delivered through our in-home delivery service, we will contact you to confirm your delivery date. If you wish to reschedule your delivery, please contact us 72 hours prior to the scheduled date.

What can I do if I missed my delivery appointment?

Should you be unavailable for the scheduled delivery, another delivery fee may be charged for rescheduling or cancelling the order while the merchandise is in transit. Please contact us for more information.

We would love to help you

Our customer experience team is here to answer any questions you may have.

Contact Us