FREQUENTLY ASKED QUESTIONS

General

Do you have a showroom?
Our furniture showroom is located in downtown Montreal, on the 3rd floor of Swatow Plaza, 998 Saint-Laurent Boul., Montreal, Quebec H2Z 9Y9.
What are the opening hours and address of your showroom?
Click here for details at the contact us section.
I need furniture in a hurry. Can I buy and pick up immediately in your showroom?
We keep minimal stock in our showroom and all our bulky items are in our warehouse. If you are in a hurry, make sure you contact us first to ensure that your desired furniture piece is in stock.
What is the process after I place my order online?
We will contact you within 24 hours after your order to schedule and confirm a delivery time. We will confirm with you again on the day of delivery.

Products

What is the availability of a product?
Unless stated “out of stock”, all our products are in stock. That means no more 3-months ridiculous wait for a furniture, and you can have it in your house in about 1 week, if you live in the Montreal area.
I am interested in your sofas but would like to feel the fabric before my purchase. What can I do?
We understand your need to feel the fabric before the purchase. That is why we will mail you free swatch samples before you make your decision! Please check under the product description whether a swatch sample is available, and if it does, please contact us with your mailing address and we will mail one to you for free!
Do your products require assembly?
Most of our products require minimal assembly. At Newell Furniture store in Montreal QC, we rather pay more for the cost of shipping from manufacturers to Canada so that we can provide our clients a simple and easy experience. After all, furniture purchasing should not be complicated!
Can replacement parts and hardware be purchased?
Although unlikely, but if any of your furniture need replacement parts that is not covered by our warranty, please send us a special request and we will do our best to get it from our manufacturers.

Payments

I am worried about purchasing online. Is it safe to submit my credit card information to your website?
Absolutely. Our shopping cart is Level 1 PCI DSS compliant and uses 128 bit SSL certificates to keep your order details secure. We are very serious about securely processing your payments.
Can I place my orders by phone?
Because we are very serious about processing your orders securely, we do not accept orders by phone. We hope that you understand.
What types of payment do you accept?
We accept Visa, Mastercard and American Express both online and in our showroom. Unfortunately, we do not accept debit card payments (Interac).

Delivery

How much is shipping?
To ease your shopping experience, we offer flat rate shipping on all products. Whether you buy one or several items, we will charge you the flat fee to your door. The shipping rates are as follows:
Montreal, Quebec City, and Ottawa: 49$ + tax
– Other locations: Quoted on a case-by-case basis
If you are unsure about your address falling into which area, please contact us. See our shipping section for more details.

Can I pick up the furniture myself and save on shipping?
For smaller items that we may carry stock in our showroom, you are welcome to pick-up for free. For larger bulky items such as sofas, they will not be available for pick-up and will only be delivery only. If you have any doubts on which items can be picked-up in our showroom, please contact us.
How soon can I receive my order?
Unless otherwise specified, all our products are in stock. If you live in the Montreal metropolitan area, that means we can deliver to your door within a week! No more ridiculous 3-months wait for a piece of furniture.
What if I miss a delivery appointment?
If you miss a delivery appointment, you will need to reschedule again which involves a rescheduling fee. The rescheduling fee will be assessed by the carrier and you will need to pay them directly.

Returns & Warranty

What is the warranty of your products?
Our warranty are as follows:
Sofas: The wood frame and springs have a three (3) year warranty against breakage.  Springs are covered for breakage due to metal fatigue or pulling loose from wood frames.
Furniture: Newell Furniture offers a full one (1) year warranty against defects in material and workmanship on our furniture.  Transportation to and from our distribution center is the responsibility of the purchaser.
More details here.
If your product arrives and I do not like it, what should I do?
If you receive your order and for whatever reason you do not like it, don’t worry!  Just simply refuse the delivery and we will bring it back.  We will then refund the amount to you, minus the delivery charge.
If you have accepted delivery and for whatever reason you do not like it within 30 days, send us an email and we will arrange for a pick-up. Please note that the item must be in brand new condition with original packaging in order to quality for full refund. Upon receiving the product and inspection, we will refund you the amount, minus the delivery and pick up charge.
What to do if my product is defective?
If your product is defective and is covered under our warranty, take as many photos and write as much details as possible and we will work with the manufacturer to get it replaced or repaired for you.