UFW.com - Customer Service

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Customer Service

Satisfaction Guarantee

Your satisfaction is important to us! If you are not happy with your purchase, please contact us within 7 days of delivery and we will be pleased to assist you in making a one-time selection of another product. We will credit the purchase price of the goods and extended warranty within the Satisfaction Guarantee period towards this new selection. If the product is still in its original sealed package, we will refund the purchase price of the item and extended warranty if you return it within 7 days of delivery. Unfortunately, we cannot apply this Satisfaction Guarantee to "As-Is" product, special orders, one-only, RTA (ready to assemble) or floor model purchases, nor can we credit or refund delivery charges. Delivery charges will apply to your new selection.

Price Guarantee

If you find the same brand and model you purchased from us, advertised by us or a competitor at a lower price, on identical terms and conditions of sale (including, without limitation, finance terms) within 30 days of the delivery or pick-up of the product, we will be pleased to refund you the difference in full. The Price Guarantee on all sleep sets is extended to 90 days plus an additional 10% of the difference. Our Price Guarantee does not apply to "As-Is", limited quantity, floor model, discontinued items or exclusive items. For exclusive items, our Price Guarantee applies for the same brand and models advertised by us, on the same terms described above. In order to qualify, merchandise must be available for immediate sale and cannot be of limited quantities, damaged, used, liquidated, sold without warranty or close out inventory.

"Sleep Well" Comfort Guarantee

On our Sleep Sets we want you to "sleep better". If you are not getting a great sleep, we offer to you a one time reselection for 60 days from date of delivery or pick-up. As it can take a period of time to get used to your new sleeping surface, we encourage you to try the sleep set for at least 21 days before requesting a Comfort Guarantee.

Product Warranties

We are pleased to honour manufacturers' warranties on our products. However, some furniture manufacturers do not offer a warranty. In these cases, United Furniture Warehouse provides a 90 day repair warranty on defects in your furniture purchased. For your complete "peace of mind", we recommend you purchase our extended warranty, available on every item we sell. All As-Is purchases carry the same warranty as new merchandise excepting defects and/or damage on the item at time of purchase.

Any items received damaged must be reported within 3 days of receipt of the item(s). For warranty to be in effect, products must have been used for its intended purpose through normal use. Defects resulting from negligence, misuse, accidents, discolouration from sunlight, abnormal wear and tear, fading or shrinkage of any fabric, or if used for commercial purposes are not covered by warranty. United Furniture Warehouse reserves the right to refuse return, charge fees if product is missing manuals, remotes, etc. or charge a restocking fee.

Deposits and Refunds

Deposits (excluding Special Order deposits) are refundable at any time prior to delivery or pick up of the product without any fees or charges, and must be issued to the same credit or debit card that the deposit was made on. Deposits made by cash, or by Debit Card if the Debit Card holder is not present, will be refunded by cheque and mailed to you within 14 days. Deposits on Special Orders are not refundable after product is shipped from the manufacturer.

Delivery Service Preparation

Payment in full is required a minimum of 48 hours prior to the confirmed delivery date.
We will be in contact with you 2-3 days prior to delivery to confirm the items and your delivery address. Orders that cannot be confirmed will be rescheduled.
For your protection, we will only deliver your order if your residence is attended.
Arrange to have a responsible person at home who can sign for the delivery.
Ensure your driveway, walkways are clear of snow, ice, bikes, toys, etc.
Pre-measure your doorways and entrances to ensure your product will fit. In the rare situation where your purchase may be a tight fit, you have the option of approving our attempt for delivery by releasing us from liability for damage to the property (a signed release is required), or by returning to the store to make an alternate selection.
Due to health and safety regulations, our delivery personnel are required to wear safety footwear at all times. However, we will take precautions to protect your flooring.
Prior to delivery, your delivery team will contact you and offer a 3 hour time window as to when they will arrive. In rural areas, an approxiamte time will be offered.

In Home Delivery Service

We are pleased to offer you either a Basic Delivery Service or a Platinum Delivery Service based on your local market or delivery area.

Basic Delivery Service

Items purchased will be placed in the room you have selected and left in the original packaging.

Platinum Delivery Service - Appliances and Electronics

We will uncrate and put into place all major appliances (washer, dryer, fridge, range, freezer and dishwasher) as well as TV's that are larger than 25". All smaller items will be left in their original packaging in the room or your choice. We will remove all exterior packaging from major appliances and large TVs unless you ask us not to. If service is available in your area, and it has been arranged at the time of your order, we will also remove old major appliances from your home on a one for one basis. For insurance reasons, our delivery personnel are not able to hook-up any water lines, water hoses, dryer vents, gas lines or electrical wiring.

Platinum Delivery Service - Furniture and Mattresses

Upholstery

Service includes placement of items in the room of your choice, attachment of legs and/or backs and the removal of all packaging.

Mattresses

Service includes assembly of the frame, placement of the box spring and mattress in the frame and the removal of your old mattress. Old mattresses must be wrapped in a plastic bag for removal by your delivery team. Plastic mattress bags are available at no charge at our store.

Bedroom, Dinning Room and Dinette Furniture

Items requiring assembly will be left in the original packaging in the room of your choice. Larger items that are already assembled will be put in place and the packaging removed. Bases will be attached to tables, mirrors attached to dressers and hutches placed on buffets. Hardware, including handles and shelves will be left in their packaging and not installed or attached.

We Respect Your Right To Privacy
We recognize that you have provided us with personal information such as your name and contact information. United Furniture Warehouse and its affiliates use this information to administer our business and to respond to inquiries. We are committed to protecting the privacy of your personal information. From time to time we may use your information for the purposes of selectively including you in advertising and marketing campaigns designed to increase the awareness of our products and services which we believe will be of interest to you. If you do not wish to recieve further marketing information from us, please email us at privacy@ufw.com or call us at 1(866) 508-7766.

Our Committment Is To You, Our Customer!
If you have any comments to make about our service, please write to Customer Care, 16930-114 Avenue, Edmonton, Alberta, T5M 3S2, or email us at:customercare@ufw.com

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