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Customer Service
Price Guarantee
If you find the same brand and model you purchased from us, or 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 of 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 of the delivery or pick-up of the sleep set plus an additional 10% of the difference between the price you paid for your purchase from us and the price advertised by us or a competitor for the same brand or model. In order to qualify, merchandise must be available for immediate sale and cannot be of limited quantities, damaged, used, being liquidated, sold without warranty, or close out inventory. 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 only for the same brand and model advertised by us on the same terms and conditions of sale.
Sleep Well Comfort Guarantee
On our sleep sets we want you to “sleep well”. With the purchase of a mattress pad or care kit, if you are not getting a great sleep, we offer to you a one time reselection of a sleep set for 60 days from the 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 Sleep Well Comfort Guarantee.
Product Warranty
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 the time of purchase.
Pre-Delivery Preparation
- Payment in full is required a minimum of 72 hours prior to the confirmed delivery date.
- A Customer Service Representative will contact you a 2-3 days before your scheduled pick up or delivery to confirm your address, the merchandise you purchased, and if the proposed date is still convenient for you. Orders that cannot be confirmed will be rescheduled.
- 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 approximate time will be offered.
- If you are scheduled for delivery serviced by a UFW route, the driver will contact you the morning of the delivery to inform you of an approximate time of arrival.
- On "Out-of-Town" deliveries, deliveries take place over a two day period. A driver will call you with an approximate delivery time.
- Please have a responsible person at home at the time of delivery. For your protection, your purchase will only be delivered if your residence is attended.
- Please ensure that your driveway, walkways and hallways are clear. (Free from ice, snow, bikes, toys, etc.).
- Pre-measure your doorways, entrances and hallways to ensure your new product will fit. In rare situations product may fit tight, 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 return to the store to make an alternate selection.
- The delivery personnel are not licensed to connect or disconnect gas, plumbing or electrical to or from your appliances. Please arrange to have these items disconnected if required, before delivery.
- The delivery personnel are required to wear safety footwear at all times. However we will take precautions to protect your flooring.
- Some of the rural areas in these above provinces may be serviced by CONTRACTED SHIPPING COMPANIES. In provinces and territories in Canada where UFW does not have routes, product will be shipped by CONTRACTED SHIPPING COMPANIES.
- Contracted deliveries (Non UFW routes) may take up to 10 days and are shipped to the nearest depot collect. A UFW Customer Service Representative will contact you once the contracted delivery service leaves our distribution center. C.O.D. is not accepted nor will SETUP or installation services be installed for "Out-of-Town" or contracted deliveries. Please call 1-888-978-6483 for more information.
- Delivery charges are based on the delivery address. Delivery prices range from $39.95-$124.95, and include the SETUP service (see below for details). These delivery charges are for all purchases made. NOTE: SETUP services on "Out-of-Town" deliveries will not be performed on Out of Town Deliveries.
Delivery Services
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 TVs 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 Audio, video, home theatre, TV's smaller than 25", and satellite equipment will be placed in the appropriate room in their packaging.
- If service is available in your area, and it has been arranged at the time of your order, we will also remove your old appliance for disposal, for a fee, if you have paid for the environmental fee indicated on your sales order copy.
- Placement, leveling and plug-in of your refrigerator, electrical range, freezer, microwave, washer and dryer (dryer vent not included). Cooktops, wall ovens and dishwashers will be left in the appropriate room and packaging removed.
- Please disconnect and empty all old appliances prior to the delivery of your new appliance.
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. Health and Safety regulations require your old mattress 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.
In some major centres, for a small fee, installation or hook-up of your Appliance or Home Theatre system can be arranged. Please call 1-888-978-6483 for more details.
NOTE: Deliveries made to rural locations may not include all Platinum Delivery Services. Please inquire before placing your order.
Same Day Delivery
- Same day deliveries are not available for online or phone sales.
- Same day delivery is only available from metro areas that contain a Distribution Centre. Please see store locator for available areas and stores that offer Same Day Service.
- Same day delivery applies to products that are in stock at the Distribution Centre only. If some items are not inventory, these additional items must be set for delivery on another day.
- Same day deliveries are available on sales made prior to 2:00 PM daily.
- Deliveries will be made between the time of the sale and 10:00 PM daily.
- For apartment or highrise deliveries, delivery personnel must have dedicated elevator access available.
Finance Administration Fee
United Furniture Warehouse has extended financing options. Please see store for details on extended payment options and applicable processing fees for No-Interest Special Programs and Same as Cash Special Program.
Our Mission is to "Meet and exceed our customer's expectations"!
If you have any comments to make about our service, please write to:
Vice President Operations
16930 - 114 Avenue,
Edmonton, Alberta
T5M 3S2
or email us at:
Maritimes and Quebec:
quebecvp@ufw.com
Ontario:
eastvp@ufw.com
All other Provinces and Territories:
westvp@ufw.com
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