Shipping policy
ONLINE ORDER POLICY
RETURN & EXCHANGE CONDITIONS
We gladly accept returns or exchanges within 7 days of delivery or pick-up, accompanied by proof of purchase. The unused item must be returned in its original condition and packaging.Please note that refunds and exchanges are not applicable on liquidation and final sale items. Upon return, refunds will be processed through the original payment method. Cash refunds are subject to fund availability.
Exchanges and returns will only be processed for the address where the item(s) was originally delivered. Items will undergo inspection upon return. Any damages beyond those approved for exchange or return will be the customer's responsibility.
If you need to return or exchange an item, the shipping costs will be your responsibility. Please ensure that the item is sent back in its original packaging, along with any relevant shipping labels, and in good condition so that we can process your request smoothly.
HOW TO INITIATE A RETURN OR EXCHANGE
• Step 1: Send us an email with a photo of the product and a brief explanation of your request (refund, return, or exchange) within the required timeframe, as specified elsewhere in our policy.
• Step 2: Once we receive your email, we will confirm your request and send you a confirmation document.
• Step 3: Kindly ship the item back to us, ensuring it’s well-packaged and includes the confirmation document. Please note that you are responsible for the product’s condition during transit.
• Step 4: After receiving the item, we will perform an inspection. If everything is in order, we will begin processing your refund, return, or exchange and inform you of the next steps.
In-Store Purchases: If your order was made or picked up in-store, please contact the store to proceed with your return or exchange inquiry.
Tel: 905-470-9889
E-mail: service@genesisfurniture.ca
6-7100 Warden Ave, Markham, ON. L3R 8B5
CANCELLATIONS BEFORE DELIVERY
If you have NOT received your merchandise, you may cancel all or part of your order within 48 hours of placing your order without a charge or fee by contacting the store you made the purchase with. This does not apply to special orders, AS-IS items or final sale clearance items.
If it is an e-commerce sale, please contact us at 905-470-9889 or by email at service@genesisfurniture.ca
If you wish to change all or part of your order after 48 hours but before delivery, arrangements must be made at the store level or via phone or email on e-commerce orders. Deposits are non-refundable and may be used as a reselection or credit ONLY. This must be approved by management and does not apply to special orders, AS-IS items or final sale clearance items.
RETURNS AFTER DELIVERY
All sales are final. However, if you discover concealed damage you have 3 days to report it. We will try to service the item by sending a technician to your home, ordering parts, or we may provide you with a replacement or a refund, at our discretion. Just call or e-mail us at 905-470-9889 and service@genesisfurniture.ca respectively.
WARRANTY INFORMATION
One-Year Limited Warranty: Solid wood furniture, sofa sets, and office furniture are covered by a one-year limited warranty against manufacturer's defects.
20-Year Limited Warranty: Mattresses are covered by a 20-year limited warranty against manufacturer's defects.
Policy Exclusions:
Please note that this warranty policy does not apply to 'as is' or final sale items.
DELIVERY AND SETUP
DELIVERY COVERAGE
- Within 50 Kilometers from our store: $99+tax delivery fee (for total amounts over $1,000 before tax).
- Within GTA: $99+tax delivery fee (for total amounts over $3,000 before tax)
- Beyond 50 Kilometers from our store: Please contact us for information. Special delivery charges are negotiable.
ONLINE SHIPPING
Shipping costs are calculated separately from the product price, and we kindly ask that payments be made via e-Transfer at info@genesisfurniture.ca once your order is confirmed. Please review this policy before placing your order. While we are happy to consider alternative payment methods if requested, the final decision rests with us.
For fragile items, such as glassware and lighting, we recommend selecting our premium shipping option, which provides extra protection for a small additional fee. If you opt for standard shipping, please be aware that this comes with some risk, and we may not be able to offer refunds, returns, or exchanges in the event of damage during transit.
DELIVERY SCHEDULE
Deliveries begin at approximately 10:00AM and continue until all scheduled deliveries for the day are complete. Unfortunately, due to the hundreds of deliveries that must be routed, it is impossible to give exact time calls. However, an Genesis Furniture representative will call you the evening before your delivery with a 4-5 hour window. Our drivers will also contact you within 30 minutes to 1 hour prior to their estimated arrival on the day of your delivery.
While we do everything we can to assure your delivery is on time, due to unforeseen circumstances (weather, traffic, truck difficulties, issues stemming from previous deliveries..etc) sometimes there can be a delay. You will be notified by an Genesis Furniture representative if this should occur.
REDELIVERY CHARGES
Customers will be responsible for redelivery charges if:- They are not present at the scheduled delivery time.
- No prior arrangements have been made for elevator reservations.
ACCEPTING A DELIVERY
A signature of a person 18 years of age or older is required on all delivery orders and that individual must accompany the delivery crew into your home or apartment. If you are in a condominium or apartment building please make sure the elevator service is available.
Please note for the safety of our delivery crews and to expedite orders as efficiently as possible, there are absolutely no C.O.D orders under any circumstances. All balances owing must be paid in advance at least 2 days prior to delivery or alternative delivery dates will have to be arranged. We are sorry but no exceptions can be made. Any balance can be paid in-store or via e-transfer at info@genesisfurniture.ca with your invoice number in the message field.
PREPARING FOR A DELIVERY
Pin hinged doors can be removed to complete delivery at the responsibility of the homeowner. However, carpentry work such as removing doorway moldings, banisters, etc, cannot be done. All pictures in narrow hallways or stairs should be removed by you. Our delivery associates are required to wear safety footwear at all times and cannot remove their boots, but will put on protective boot covers and/or provide covering to protect your floors.
Please ensure your driveway and walkways are cleared to accept the delivery (i.e. snow & ice). As well please clear the path inside your home to the area where your purchase is to be placed.
Customers are requested to ensure clear passages, hallways, and entrances free of any obstructions before the delivery. It's the customer's responsibility to ensure that purchased furniture fits into their home. We are not liable if merchandise cannot pass through doorways, staircases, elevators, or fit into the premises. Genesis Furniture will not accept responsibility for any property damage during delivery.
DELIVERY CONDITIONS
When unusual or difficult delivery conditions are encountered, the customer will be advised in advance of the risk of damage occurring. The customer then has the option of signing a damage waiver releasing us from liability or having the merchandise returned to the store and reselecting to other products.
If you are placing any furniture on tile or hardwood flooring, felt pad protection should be used and should be purchased prior to delivery.
Due to insurance regulations, our delivery personnel cannot move any furniture in your home that is not purchased on your invoice. Old furniture and bedding cannot be disposed of through Genesis Furniture. Disposal of old merchandise is the responsibility of the customer.
A restocking fee may apply if unwrapped furniture or bedding does not fit through the doorway or in the space intended. Please measure the units and your premises prior to delivery. We require 48 hours notice prior to your delivery date in order to make alternate arrangements.
WHITE GLOVE SETUP
WHAT IS INCLUDED IN YOUR SETUP PURCHASE
When you purchase our white glove setup option there’s nothing you need to do except notify our drivers where you would like the items to be placed in your home. We take care of all assembly, including any handles and removal of any garbage. Leave it all up to us! You can purchase the white glove setup option on almost all of our products; Ready-to-assemble (RTA) items not included.
ORDER PICKUPS
WHAT YOU NEED TO KNOW WHEN PICKING UP YOUR ORDER
You must bring your sales bill/receipt and photo I.D. to pick up your merchandise.
The customer must know the PIN number of any card being used to pay any balance.
Merchandise that is picked-up may be in cartons and may require assembly. Due to the nature of merchandise shipped in cartons, we are unable to unpack cartons or assemble merchandise for you.
PREPARING YOUR ORDER FOR TRANSPORTATION
Please be sure that the size of your vehicle will accommodate the size of the merchandise to be picked up. We are not responsible for the loading and tie-down of merchandise or the safe transportation of merchandise to your home. Damage that occurs during transit is not covered under warranty nor can we accept returns on the merchandise should any damage occur during transit.
DAMAGED PRODUCTS
If you discover concealed damage on merchandise that you have picked up, simply call our service department within 3 days of receipt. When possible, we will promptly repair or replace the damaged merchandise. If picked up, the merchandise must be returned by you.
Genesis Furniture is not responsible for damages caused by any third party that may have been referred to you by anyone in our company.
See stores for details for any other questions.
PROMO CODE USAGE
ABOUT 10% OFF
Please note that the 10% off promo code cannot be applied to discounted products. This offer is only valid on regular-priced items and cannot be combined with any other promotions or markdowns.