Frequently Asked Questions

Updated as of March 31, 2020.
As the COVID-19 situation continues to evolve, we reserve the right to make any necessary changes to the information below without prior disclaimer. We will continue to adapt our practices based on the guidelines established by the Public Health Agency of Canada and local authorities.
  • Customer Service

  • Why am I having difficulty getting through to your customer service team?

    We are currently experiencing a very large volume of calls and messages. We can assure you that our team is working very hard to respond to all customer inquiries in a timely manner. We thank you for your patience and understand during these trying times!

    In the meantime, please consult our answers to your frequently asked questions below.

  • In-store pick-up / Warehouse pick-up

  • Why did your stores close?

    The well-being of our community is our top priority. In order to ensure the well-being of our customers and employees, all Structube stores are temporarily closed. For more information, please click here.

  • Are the stores still available over the phone?

    In light of current events, all Structube stores are temporarily closed and cannot be reached over the phone. For any further questions, please contact us at 1-877-721-3787.

  • Is in-store pick-up still available?

    To ensure the safety of our customers and employees, we have temporarily suspended all in-store pick-up.

    Effective immediately, all orders placed for in-store pick-up that have not yet left our Distribution Centre will only be shipped to stores once local authorities allow us to do so.

  • Will the warehouse pick-up hours stay the same?

    Our warehouse hours will be as follows:
    Monday to Friday 11 a.m. – 6 p.m.
    Saturday 11 a.m. - 5 p.m.
    Sunday Closed*

    Please contact us at 1-877-721-3787 24 hours prior to picking up your order to ensure it has been prepared for pick-up.

    *Until we are given permission from local authorities to resume our regular operations.

  • In-home delivery

  • Are in-home deliveries still in effect?

    As we continue to strive to provide our customers with the best possible experience, home deliveries will continue. Kindly note that deliveries will be left on the doorstep. Under no circumstance can the order be brought into your home by the courier.

    Please note that until further notice, deliveries within the province of Quebec will not be available on Sundays.

  • Can I change my in-store pick-up to an at home delivery?

    We can accommodate this modification under select circumstances. Any previous orders for in-store pick-up that have not yet shipped from our distribution centre can be modified to a home delivery. Kindly note that this offer is only valid for orders that surpass the $299 minimum. Please contact our customer team at 1-877-721-3787 for assistance.

  • Can I change the date of my scheduled in-home delivery?

    We invite you to contact us at 1-877-721-3787 to inquire about the delivery availability in your region.

  • Online Shopping

  • Is online shopping still available?

    We will continue to remain available for online shopping at Enjoy free shipping on all orders over $299! At checkout, use promo code: FREESHIP.

  • Are there any delays in processing and/or shipping times?

    We do not currently anticipate any delays impacting our shipping times or home delivery service. Should delays occur, we thank you for your understanding and patience.

  • Returns and exchanges

  • Has your exchange and return policy changed?

    To ensure the safety of our customers and delivery teams, all exchanges and returns have been temporarily suspended*. Pending requests will be processed once we are cleared to do so by local authorities.

    Please note that we will honour any return or exchange scheduled until Friday March 27, 2020.

    *As the COVID-19 situation continues to evolve, we reserve the right to make any necessary changes to this policy without prior disclaimer. We will continue to adapt our practices based on the guidelines established by the Public Health Agency of Canada and local authorities.

Your shopping experience is our priority, from beginning to end.
  • 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 used by financial institutions.

  • 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.

  • What is your price adjustment policy?
    < p>Price adjustments will be granted within 14 days of delivery or pick-up of your merchandise, upon presentation of the original receipt. Certain conditions and exceptions may apply.

  • When will my order be invoiced?

    Your order will be invoiced as soon as it has been placed.

  • Will I receive a confirmation for my order?

    An order confirmation will be sent to you once your order has been placed.

  • What happens if a product is unavailable?

    If an item is temporarily unavailable, you can still place an order for it. We will contact you once all the items in your order are available and ready to be shipped.

  • 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.

  • Can I change the fabric or building materials of a product?

    Our carefully designed collections are only offered in the materials, sizes and colors displayed on our website and in our stores.

  • Can replacement parts and hardware be purchased?

    Replacement parts and hardware are available for purchase for certain products. Please contact us for additional information.

  • Are the colours portrayed on the website accurate?

    Our team works exceptionally hard to display product colours and textures accurately. However, relative inconsistencies may exist from one display monitor to another.

Our gift card is the perfect gift for your loved ones.
  • What happens if I lose my Structube gift card?

    Structube will not replace the value on a gift card in case of loss, theft or unauthorized use.

  • Does my Structube gift card have an expiration date?

    Structube gift cards do not have an expiration date.

  • Can Structube gift cards be used both online and in-store?

    Structube gift cards are currently only available in stores across Canada. They cannot be used for purchases made online.

All you need to know about getting your new furniture right when you want it.
  • Do you offer international shipping?

    We currently only ship to Canada.

  • What shipping options do you offer?

    We aim to deliver our products in a timely and economical manner. Accessories and smaller items ship via FedEx Standard Ground. Larger, heavier items are shipped via our in-home delivery service. We also offer the option to collect your merchandise at your nearest store location by simply selection the store of your choice at checkout (some restrictions apply). Please visit our Shipping & Delivery page for more information.

  • How much are shipping fees?

    Shipping fees vary by product and by delivery destination, which can be determined by entering your postal code when viewing your shopping cart.

  • Are sales taxes charged on shipping fees?

    Applicable provincial and federal sales taxes are applicable on delivery fees.

  • Can my order be shipped to a PO Box?

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

  • How can I check the status my order?

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

  • How can I modify or cancel my order?

    Please contact us as soon as possible if you change your mind and decide to cancel or modify your order. We will be happy to provide you with suitable options based on the status of your order. Additional fees may apply to modifications being made to an order that has already been scheduled for delivery.

  • 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.

  • What is the pick-up in-store process for online orders?

    You will receive an email confirmation when all of your items have left our Distribution Centre. You will also receive an SMS notification once your order is ready for pick-up at the store. In-store pick-up orders may take up to 10 business days to arrive at the store. Orders being picked up in stores outside the provinces of Quebec and Ontario may take up to 14 business days to arrive at the store. The original receipt or e-mail receipt is required at the time of pick-up.

  • What is the distribution center pick-up process for online orders?

    You will receive an email confirmation once your order is available for pick-up at the distribution center. Please call us at 1-877-721-3787 24 hours prior to your visit in order to prepare your order for pick-up. 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 distribution center 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. Orders that are not picked up within 14 days of becoming available for pick-up will be cancelled and refunded.

It’s simple: we want you to be completely satisfied with your purchase.
  • What is Structube’s return policy?

    If you are not completely satisfied with your purchase, we will gladly accept a return or exchange within 7 days of delivery or pick-up, upon presentation of the original receipt. The unused item must be returned in its original condition and packaging. Refunds will be processed based on the original method of payment.

    Customers are responsible for applicable delivery fees for the return or exchange of a mattress, unless the mattress has a manufacturing defect. Returns or exchanges do not apply on mattresses that are abused, stained, soiled or otherwise unsanitary. Returns or exchanges of mattresses cannot be processed in-store.

  • How can I return merchandise?

    Please contact your nearest store location within 7 days of delivery or pick-up to arrange a return or exchange for in-store purchases. To arrange a return or exchange for an online order, please call us at 1-877-721-3787.

  • What should I do if my merchandise arrives damaged or defective?

    Please contact us as soon as possible with a detailed description of the issue along with a photo. We will take care of the rest!

  • What is your warranty policy?

    All STRUCTUBE products carry a one (1) year warranty unless otherwise specified. Valid from the date of delivery or pick-up. The warranty applies to manufacturing defects resulting from residential use only. Our products are not intended for commercial nor industrial use. This guarantee does not cover normal wear and tear such as but not limited to: cuts, scratches, damage caused by impact or accidents, discoloration, shrinkage, fabric pilling, misshapen filling materials and stains. Products that have been stored, assembled or installed incorrectly, used inappropriately, abused, misused, altered, or cleaned using the wrong cleaning methods and/or cleaning products, are not covered by this guarantee. This guarantee does not apply if the product has been placed outdoors or in a harsh environment. This guarantee does not cover consequential or incidental damage. The original receipt is required for all claims and is non-transferrable.

    You may have consumer rights under applicable federal and or local law that supersede aspects of this warranty. This warranty does not, in any way, supersede the rights given to you by law. As such, these exclusions or limitations may not apply to you.

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