Frequently Asked Questions

I. MAKING MY PURCHASE

1. WILL THE PRODUCTS AVAILABLE ON THE WEBSITE BE THE SAME AS THOSE IN STORE?

Yes. Everything that is available Online will be available for purchase in the store.

2. CAN I PURCHASE FROM ANYWHERE IN THE WORLD?

At this time no. While anyone, anywhere can view and interact with the new website; only those within the Dufresne delivery zones can place orders via the website. Using location technology, you will be advised at the outset whether you are able to purchase products from Dufresne via the website.

3. WHAT IS A WISH LIST?

The Wish List allows you to save your favourite products all in one convenient place. From there, you can quickly and easily find the items again, share the list with family and friends, move items into your shopping cart. If you are working with a Sales Professional member at one of our stores, you can use the Wish List to show them the items you have selected and they will work with you to convert your wishes into a purchase.
The Wish List is also a great tool to use with your Sales Professional member in-store. If you are not quite ready to purchase we can create a Wish List on your behalf so that they have record of the items they discussed with you so they can purchase online or in-store at a later date.

4. WHAT IS THE DIFFERENCE BETWEEN THE WISH LIST AND SHOPPING CART?

The Wish List is where you can save products you like or to share with others. You simply place those items in the Shopping Cart when you are ready to proceed with the purchase process. You can create multiple Wish Lists at the same time to help organize products for different rooms in your home or for a variety of reasons. To make it easy to translate a like into a purchase, you can also transfer items directly from their Wish List to their Shopping Cart.

5. CAN I PURCHASE A CUSTOM ORDER ITEM ONLINE?

With the complexity of Custom Orders, we have many options to choose from and are not offering this service online at this time. You are invited to speak with a Sales Professional at one of locations to complete your order; FIND A STORE now!

6. WHAT CREDIT CARD CAN I USE TO PAY FOR MY PURCHASE AND ARE THERE BE FINANCING OPTIONS?

You can use all major credits cards such as Visa, Master Card and American Express, the same as in store. As you can in store, the financing application is available Online through Fairstone Financial.

7. DO YOU PRICE MATCH?

We are pleased to offer an excellent price guarantee. If within 30 days of purchase, you find an identical product at a lower price, advertised under the same terms and conditions, in the same Canadian city, we will refund the difference (excludes clearance, Boxing Day and timed specials) by the same method of payment as used for initial purchase

8. HOW DO I KNOW IF YOU HAVE ITEMS IN STOCK?

When visiting our local stores, any sales professional would be happy to assist you with stock inquiry for any item you see in store.
If you are looking at an item online, we ask that you contact your local store for further details on item availability. When you contact the local store, please ensure you provide the sku number (as shown below) of the item so they will be able to provide you with these details within moments.

II. RECEIVING MY PURCHASE

1. WHAT IS THE PROCESS TO BOOK DELIVERY OR PICK-UP MY ORDER?

When you purchase online, our customer service team will contact you when their product is available to book delivery

2. ONCE I PLACE MY ORDER HOW WILL I GET AN ORDER CONFIRMATION OR RECEIPT

Upon completion and approval of your order you will receive via email, a confirmation of your order and the payment option(s) chosen.

3. HOW DO I TRACK MY DELIVERY?

Track your delivery in real-time using our Dispatch Track Widget on the day of your scheduled delivery. You'll be able to see when our delivery team will be at your door so that you can enjoy your new purchase.

4. DO YOU OFFER FREE DELIVERY SERVICES?

We do! Sometimes the only thing stopping you from taking care of your purchase delivery is the inability to transport it due to its size. With our Free Local Shipping, your purchase will be dropped off immediately inside an accessible entryway of your home in the manufacturers packaging. In the case of condo or apartment shipping, your items will be placed in the lobby or designated loading area. From there, you take care of the additional moving, set-up, assembly, and recycling of packaging materials. For more details, please feel free to review our Delivery Services section of our website.

5. WHEN DO I KNOW WHAT TIME MY DELIVERY IS COMING?

The day prior to delivery, our Guest Care department will reach out to you, providing you a three-hour window of when you can expect our professional delivery team to arrive at your home. Our Guest Care department has the capabilities to reach out to you via email, text message and/or a phone call for the notification of these important details.

6. WHAT HAPPENS IF MY ITEMS ARE DELAYED?

At the time of sale, we select an estimated date that we are able to commit to the product being available for pick up and/or delivery. Should the ordered product become delayed, we will communicate this to our guests two days prior to the estimated date provided at the time of purchase. We work with our vendors, transport carriers, and purchasing department to ensure all products are brought in to meet our guests expected time of possession.

III. AFTER MY PURCHASE AND COVERAGE

1. WHAT HAPPENS WHEN I PURCHASE ONLINE AND WANT TO CANCEL?

The same policies and procedures that exist in-store purchase apply to any online purchase; you can read more about our policies at TERMS AND CONDITIONS OF SALE. Our customer service team is happy to help, contact us at 1.800.737.3233 or email us at service@dufresne.ca

2. HOW DO I PURCHASE A TUTORIS PROTECTION PLAN?

Once you enter the check-out process, the option to purchase the appropriate warranty is presented so that you can choose the type and level of warranty you require or decline that option altogether. Once you have completed your purchase you will be provided with a receipt.

3. HOW WILL I RECEIVE THE FURNITURE CARE PACKAGES THAT COMES WITH THE PURCHASE OF A TUTORIS PROTECTION PLAN?

Once you have completed your purchase, you will receive an email providing you with a coupon for your furniture care package. This coupon can be redeemed at any Dufresne store you choose.

4. What is a 90 night comfort?

A good sleep is an essential part of a healthy lifestyle, and it begins with finding the right mattress. For this reason, we want to provide you with the peace of mind you deserve when purchasing your new mattress set. Dufresne offers a 90 Night Comfort Guarantee that allows you to exchange your mattress for one of an equal or greater value if you are not completely satisfied with the comfort of your new mattress.

5. What are the terms of the 90 night comfort?

A) A mattress pad must be purchased at the time the mattress is purchased and it must be of the same size as the mattress

B) You must use the mattress for a minimum of 14 nights, which is the normal adjustment period for sleeping on a new mattress

C) The Guarantee is effective for 90 nights from date of possession

D) If you choose to exchange your new mattress, it must be for a mattress of equal or greater value along with the payment of the dollar difference and applicable taxes

E) Box springs and mattress pads may not be exchanged

F) The guarantee is void if the mattress is soiled or damaged

G) The guarantee is limited to a one time exchange

 

6. What happens when if my items arrive outside of “Showroom Condition”?

We stand behind the products we sell and provide in home service and in-shop services. Should you encounter any concerns with your product, we ask for you to contact our Guest Care department told free at 1.800.737.3233 within the first 48 hours of possession for resolution on this matter. Our service teams will inspect and repair the product. If for some reason we are unable to make a repair, an exchange or reselection may be requested from the manufacture or warranty provider at their discretion.

7. What is considered Cosmetic damage?

Cosmetic damage is any damage that affects the appearance of the product but not the functionality of the piece. Examples would include scratching, dents, gouges, rips/tears, rub marks, chips, and crushed corners. Please note, should any of these concerns appear on your products these will be warranted for the first 48 hours of possession. We ask for you to report these issues within the required time lines to our Guest Care department toll free at 1.800.737.3233 and our Guest Care team will be happy to review what options can be provided for resolution on these matters.

8. What does the manufacture warranty cover and how long is this time period?

All manufactures offer a 1 year warranty on their products. If this pertains to an appliance, we ask for you to review your owner’s manual to see if there is any limited lifetime warranties on specific parts as each unit can offer different warranty coverages depending on the manufacture and/or type of product.

9. Malfunctioning Appliance – What do I do if my appliance is not functioning properly?

Please refer to the troubleshooting section of your owner’s manual and attempt the solutions for common problems. Here are some common problems you may be having with your appliance.
Fridge
Range
Dishwasher
Washer
Dryer
Over the Range Microwave
Television
Air Conditioner
If after reviewing the trouble shooting options, your appliance is still not operating properly, please feel free to contact our Guest Care department toll free at 1.800.737.3233 and we would be happy to review your warranty coverage and dispatch a third party technician if required.

10. DO YOU HAVE ANY CARE TIPS FOR MY FURNITURE?

We sure do! Please see below for a list of different care tips for the pieces you have in your home.


Fabric care and cleaning
• Weekly vacuuming or light brushing helps to remove soil and prevents the embedding or dirt between the fibers.
• Rotate and turn your cushions after vacuuming to prevent excessive wear and soil patterns. Never remove cushion covers for dry cleaning or machine-washing even though they have zippers.
• Avoid the use of dyes, acids, corrosives, paints, inks, nail polish, and removers around your furniture.
• Avoid placing newspapers on fabric since the ink could permanently stain the fabric.
• Periodic cleaning by an authorized technician will ensure that gradual buildup of soil, perspiration and oils does not cause permanent damage and shorten the lift of your fabric-upholstered furniture.
• Keep upholstered furniture away from direct sunlight to avoid fading.

Microfiber care and cleaning
• Vacuum your product with the attachment of a vacuum cleaner. Rotate and turn cushions after vacuuming to prevent excessive wear or soil patterns on one side only.
• Never remove cushions for dry cleaning or machine-washing even though they have zippers.
• Avoiding placing newspapers on Microfiber since the ink could permanently stain the product. Also, avoid placing your furniture in direct sunlight. All materials will fade over time when placed in direct sunlight.
• Get to spills quickly. Use an absorbent white terry cloth and blot the stain. Do not scrub it as it may worsen it. Blot out until completely dry. Avoid the use of dyes, acids, corrosives, inks, nail polishers and removers around your furniture.
• If you purchased the product protection plan, use the cleaner provided in the Protection Kit to wash stains or spots. Do not use bleaching products on your furniture, as this will discolor it. Use as little cleaner on the furniture as possible. Blot on then blot off, no scrubbing.
• Carpet washers that have attachments can cause the Microfiber to wrinkle and shrink. Avoid this and instead have a professional handle deep cleaning.
• Have your product cleaned professionally by an authorized technician periodically to deal with the gradual buildup of soil, perspiration, and oils.

Leather care and cleaning
• Dust your furniture weekly
• If you purchased the product protection plan, Four times a year after full cleaning and spot cleaning, apply our Leather Care Protection Lotion to renew the original protection level. Reapply the Leather Care Protection Lotion to all high usage and skin contact areas like seats, arms, front railing and inside backs.

Bi Cast care and cleaning
• Vacuum your product weekly with the attachment of a vacuum cleaner. Rotate and turn cushions after vacuuming to prevent excessive wear or soil patterns on one side only.
• Never remove cushions for dry cleaning or machine-washing even though they have zippers.
• Avoiding placing newspapers on since the ink could permanently stain the product. Also, avoid placing your furniture in direct sunlight. All materials will fade over time when placed in direct sunlight.
• Get to spills quickly. Use an absorbent white terry cloth and blot the stain. Do not scrub it as it may worsen it. Blot out until completely dry. Avoid the use of dyes, acids, corrosives, inks, nail polishers and removers around your furniture.
• If you purchased the product protection plan, use the cleaner provided in the Protection Kit to wash stains or spots. Do not use bleaching products on your furniture, as this will discolor it. Use as little cleaner on the furniture as possible. Blot on then blot off, no scrubbing.
• Carpet washers that have attachments can cause the material to wrinkle and shrink. Avoid this and instead have a professional handle deep cleaning.
• Have your product cleaned professionally by an authorized technician periodically to deal with the gradual buildup of soil, perspiration, and oils.

Vinyl care and cleaning
• Vacuum your product weekly with the attachment of a vacuum cleaner. Rotate and turn cushions after vacuuming to prevent excessive wear or soil patterns on one side only.
• Never remove cushions for dry cleaning or machine-washing even though they have zippers.
• Avoiding placing newspapers on material since the ink could permanently stain the product. Also, avoid placing your furniture in direct sunlight. All materials will fade over time when placed in direct sunlight.
• Get to spills quickly. Use an absorbent white terry cloth and blot the stain. Do not scrub it as it may worsen it. Blot out until completely dry. Avoid the use of dyes, acids, corrosives, inks, nail polishers and removers around your furniture.
• If you purchased the product protection plan, use the cleaner provided in the Protection Kit to wash stains or spots. Do not use bleaching products on your furniture, as this will discolor it. Use as little cleaner on the furniture as possible. Blot on then blot off, no scrubbing.
• Carpet washers that have attachments can cause the material to wrinkle and shrink. Avoid this and instead have a professional handle deep cleaning.
• Have your product cleaned professionally by an authorized technician periodically to deal with the gradual buildup of soil, perspiration, and oils.

Wood care and cleaning
• Moderate to serious damage of fine wood furniture requires the help of a professional.
• To remove cloudiness, Run surface with a cloth dipper in a solution of one tablespoon of white vinegar to one quart of water. Rub with the grain until the surface is completely dry. If you purchased the product protection plan, follow with application of our Wood Cleaners or furniture polish.
• To remove water rings, rub with a mixture of equal parts white vinegar and cooking oil. Rub with the grain.
• To remove candle wax drippings, gently scrape off excess wax. Hold a hair dryer over the remaining wax on its power level. The wax will eventually liquefy enough to remove with a dull edge knife. Follow with application of furniture polish.
• Keep furniture away from heating and air conditioning sources to prevent loss of moisture in wood, and out of direct sunlight to avoid bleaching of wood.
• To prevent gouging and scratching, use felt backing on lamps, ashtrays, and accessories.
• Always use place mats under plates, hot pads under serving dishes, and coasters under hot and cold drinks.
• Do not set synthetics, rubber or plastic directly on wood finishes as they may contain chemicals that will damage the finish.
• Do not place newspapers and magazines on wood surfaces as the ink will bleed into the finish and eventually damage the wood.

Bedding Care and cleaning
• DO rotate your mattress as needed, this will promote even wear.
• DO use an appropriate frame and center support on Queen- and King-size sets to ensure validation of your warranty.
• DO let your new sleep set “air” upon removal from its plastic packaging. Discard the plastic wrapping on your mattress as soon as possible
• DO keep your bedding clean and use a mattress pad. Stains, soiling, fluid penetration or other signs of abuse may void the warranty and make your bedding ineligible for repair or replacement.
• If you need to store your mattress for an extended period, please store it flat.
• DON’T remove the law tag at the end of your mattress as this has the identification needed to establish your warranty rights.
• DON’T bend excessively or jump on your mattress under any circumstances. Such treatment may damage the mattress or box spring.
• DON’T use cleaning fluids on your mattress. The chemicals may damage some of the materials.
• DON’T allow your mattress to get wet. Any liquids, water or other fluids may damage upholstery causing materials to compress.
• DON’T lift your mattress by the handles (if included). Handles are designed to position the mattress only.

 

IV. I STILL HAVE QUESTIONS

1. HOW CAN ONLINE CUSTOMERS ASK QUESTIONS?

If you have questions about our customer service or need assistance, please contact us at service@dufresne.ca or at 1.800.737.3233. If you wish to speak with a Sales Professional member, please FIND A STORE and we’d be happy to help!

2. IF I REGISTER FOR A DUFRESNE.CA ACCOUNT WHAT TYPES OF COMMUNICATIONS WILL I RECEIVE?

We will strive to ensure that guests will receive only the communications they would like to see. We are able to cater to our Customers desires for communications and improve the level of personalization to create meaningful connections and relationships. We also offer the opportunity for guests to refuse or opt out of communications at any time.

3. HOW WILL I RECEIVE THE FURNITURE CARE PACKAGES THAT COMES WITH THE PURCHASE OF A TUTORIS PROTECTION PLAN?

Some browsers, particularly earlier versions, either do not or only partially support this technology and they might not display the text and graphics properly. However, we have tested this website against Google Chrome; where the text and content should be accessible and usable for all of our visitors. Click here to download the latest version of Google Chrome.

4. What does “Showroom Condition” mean?

When you hear us refer to “Showroom Condition”, we are stating that you should expect your product to arrive in the same state you saw in store or online when it is received in your possession.

5. WHAT IS A PIECE OF MIND PROMISE?

This promise is used as a credit equal to the value of your Protection Plan; less taxes, towards a purchase on regular priced furniture or mattresses over $1000.00 upon the expiry of your Product Protection Plan and verification that there were no claims or service provided during the term of your coverage.

6. What are the terms of the Piece of Mind Certificate?

A) One piece of mind certificate per $1000.00 purchase

B) Cannot be combined with any other offer or promotion

C) Certificate valid for 180 days from plan expiry

D) Certificate must be presented at time of purchase

E) The certificate is non-transferrable and has no cash value

F) Any unredeemed credits will be fortified without notice

If you have any additional questions, please;

• Review terms by visiting http://tutoris.dufresne.ca/link-to-the-warranty-certificates

• Call us at 1.800.737.3233

Contact us by e-mail

• Visit us at your local Dufresne location.

Thank you and see you soon!