FAQ

The delay of production will vary depending on the product you choose. We generally have a few models of frames (mostly double-size) and many futons and mattresses ready to ship.

When you make a purchase in store or online, we will give you the best approximation we can. If any additionnal delays occur, we will contact you so we can find a solution that works for you.

You can find the approximate waiting period in the description of every different models of frame (from 1 to 5 weeks depending on the suppliers). The mattresses, the futons and the covers that are not already in stock will take 1 to 4 weeks to be ready for pick-up or shipping.

Take note that we do our best to give a realistic estimate. If you need something in a hurry or want to have more information, we recommend calling at the store so we can assist you.

For a layaway or a special order, we require a deposit of 20%. For a special order a non-refundable deposit of 50% is necessary. The balances are payable directly in the store or by Interac transfer 48 hours prior to delivery.

Online orders: Payment by credit card (Visa & Mastercard) or through Paypal at the time of purchase. For cancellations, Paypal fees will not be refunded (approx. 2.5%).

Orders placed by phone : You can consult the website and then call us to order over the phone. We will review the order and answer all your questions. Payment can be made by Interac transfer or Paypal.

For many consumers, shopping a mattress can be a little overwhelming. Mattress companies deliberately make it difficult for customers to be able to compare models and prices.

We respect our customers and prefer to have a simple and honest approach to our explanations and pricing.  We give the best description available of the components we use in our products as we have nothing to hide.

Having our hands in production allows us to maximize the cost of our futons and mattresses and offer very competitive retail prices.  Once our prices are fixed, they will only change when the production costs augment. They will not fluctuate to create some kind of illusion that the products are on sale.  That is also the reason we don’t have sales all the time.

On a side note, some mattress retailers have been sanctioned by the Quebec Consumer Protection Act for advertising mattresses that are always heavily discounted and never at the “regular” price to make the customer believe he’s getting a deal while he is paying the everyday price.

In the end, you can be confident that the price you will pay at Futon d’or is just.

Shipping fees are also calculated separately, they are not ”hidden” in the retail price.

Mattresses and futons: For hygiene reasons, no exchange or refund are possible on the mattresses and the futons. However, if you are not satisfied with the comfort, contact in the 10 days following your purchase to discuss solutions available.

Bed and Futon Frames: If for any reasons, the frame doesn’t suit you, we can try to find another model in exchange. A delivery and re-stocking charge will be applied. Some bulkier items might be expensive to return. If you are unsure be sure to keep the packaging and contact in the 10 days following your purchase to discuss solutions available.

Futon Covers: It can be hard to choose the right fabric pattern or the right color. The double, queen and loveseat studio sizes of covers can be exchanged if they’re still new and unused. We reserve the right to refuse the exchange if the cover is not in perfect condition (stain, animal hair, odors etc.) Delivery fees will apply. Contact in the 10 days following your purchase to discuss solutions available.

Bedding products (pillow, duvet, sheets, mattress covers): For hygiene reasons, no exchange or refund are possible.

Delivery and assembly charges are not refundable nor included in any warranty.

Fees may apply for the cancellation of an order at our discretion, depending on the items and the status of the order. View our complete payment and return policy for more details.

The fees are 20% of the total amount for the cancellation and 50% on special orders.

Shipping fees are calculated separately at the checkout process, they are not ”hidden” in our retail prices.

We charge the real cost of delivery without any manutention or extra fees. Considering the size and weight of some items, the delivery fees can sometimes be important, especially in rural locations. However, we offer a discount that is automatically calculated in the cart for every $500 spent (before tax).

For some areas, we will need to get back to you with the exact delivery price. In this case you will see this delivery option in the cart :

If shipping fees are not automatically calculated, select this option and we’ll send you a shipping quotation by email. You will then be able to proceed or not with the order (On the next step, fillout the billing details and then select QUOTATION REQUEST instead of credit card/Paypal.)

As explained, go through the process without paying the order. We will send you back the order (usually within 48 hours) and you can then decide to proceed if you are comfortable with the transporters fees.

The covers, pillows, mattress pads, shikibutons and other small packages are sent by courier (Canpar/Purolator/UPS and Canada Post for some remote area). The fees are calculated automatically in your cart for most of Canada.

You will a receive a confirmation once the order is placed and a an estimate on production time.  When the transporter is scheduled to pickup the order, you will receive a tracking link by email (keep on eye on spam folder) so you can follow the order and organize reception.  If you are not available on the estimated delivery day and would like the transporter to leave the merchandise in a safe location, the transporter might accept if you leave a  written authorization in a visible place.

Depending on the transporter and your location, there is usually 1 or 2 delivery attempts made and then you will have to pickup the order at the location given by the transporter.

For the Montreal, Ottawa, Quebec City, and Sherbrooke areas, small and medium-sized packages are sometimes delivered by our local delivery service, which will contact you by phone to arrange a specific delivery date.

Greater Montreal area

The deliveries are made by areas on Saturday or Friday for some sectors.  Once the order is ready, we will contact you to schedule a precise date. When it’s possilbe, we give an estimated time frame the day prior to the scheduled delivery date.

The delivery service includes the transport inside the residence. If you want a complete service with assembly of the frame and cover, the service is available for additional fees. The delivery company, Entreprise Rehel with whom we are in business since 1982, also offers a moving and transport service of any kind.

• It is not possible to know the exact delivery time due to all the roadworks and unexpected events that might arise during the day. On demand, the delivery person can also call on your mobile phone 30 minutes before he arrives.
• If the customer is not present at the date planned for the delivery, the second delivery will be charged at the delivery company rates.

The delivery will be made at the door in front of the residence only and assembly service is not available. Deliveries are during weekdays, usually between 10:00 – 4:00. You will be contacted a few days before to schedule the exact day of delivery.

Depending on the region, we try to find the best value for transport service. The delivery will be made in front of the residence only and assembly service is not available. You will be contacted a few days before to schedule the day. If necessary, please allow two people to receive heavier items.

While buying online, you can choose the option Contact us for a transport submission at the purchase and we will try to find the best transportation service available. For remote areas, we don’t always have available delivery options.

Îles de la Madeleine : We can deliver at CTMA, the maritime transportation service serving the Îles de la Madeleine.

Pickups need to be organized in advance so the merchandise is ready and at the right location.

Pickups at the store (3855 St-Denis street) are during the stores hours; you can contact us in advance so the merchandise is ready. There is a loading parking in front of the store.

Our workshop/warehouse is not open to public (9412, Viau blvd. St-Leonard H1R 3B5). No transactions can be made and an appointment is required. The pickups are usually during weekdays 9h-3h with appointment.

For most models, the frames come in boxes and the futons are folded in two in plastic bags. Some models can be transported in a minivan, a truck or a hatchback car.  Please contact us to make sure that your car can transport your purchase and coordinate the pickup.

The futon frames and the bed frames need to be assembled. The hardware and the assembly instructions are included with the frames. Most of the models don’t need any tools or very few for the installation; mostly basic tools (screwdriver, hammer, pliers).

For Greater Montreal, the delivery company can offer assembly service. The cost is approximately 50$ for a futon or bed kit and 20$ for drawers. It includes putting on the futon cover and antislip mat. For hygiene reasons, they will not take back any used mattresses. The service of bringing it to your garbage/alley is not included but can be evaluated on the spot.

If the deliverer is going to assemble it, the room needs to be ready to receive the furniture and the deliverer needs to have enough space to work. They don’t bring back the packaging boxes and bags.

Before you place your order, make sure that you measured the room so you can choose the right size. The different sizes of most of the products are available on the website or in the store.

Our mattresses are carefully handcrafted using the best components available and are thoroughly inspected. However, if a mattress has a manufacturing defect, please contact us first to explain the problem and take the required arrangements.
A detailed photograph of the defective product is usually required in order to properly identify the problem. The request must be accompanied by the original invoice.

Click here for the complete warranty.

If a product has a manufacturing defect, please contact us first to explain the problem and we will help you with the warranty. The original invoice and pictures are usually required.

Our representatives are always available to answer your questions over the phone during business hours: 514-499-0438

Meanwhile you can find many educational articles in our blog section.