FAQ

Our office hours are from Monday to Friday 9:00 AM EST to 17:30 PM EST and Saturday from 9:00 AM EST to 15:00 PM EST.

Excellent! We are always welcoming new business and would love to get to know you and your store. Please fill out the “Become a Retailer” form to get started and someone from our team will get back to you.

All our products, besides our recliners, are made on-site at our factory location in Mississauga. We take pride in making and designing quality Canadian-made furniture by our skilled team. For current and new retailers who wish to view our line of products, feel free to visit our showrooms (by appointment only).

Our furniture is sold at various retailers all across Canada. If you’re looking to purchase our furniture, please contact us with your location and we will direct you to your nearest retailer.

With customized products, it can take time gathering all the resources required. Please allow 6-8 weeks for your products to be delivered to its destination.

Kindly note that due to the ongoing supplier delays due to the COVID-19 pandemic, time frames may increase with an additional two weeks. We aim to have the product finalized and delivered within the time frame mentioned, although our team will ensure to reach out if delays may occur and provide an updated delivery/pickup time. We appreciate your understanding during this time.

 

This Limited Warranty (“Warranty”) is provided by Sofa By Fancy Inc. (“Sofa By Fancy”) and applies exclusively to the original retail purchaser of Sofa By Fancy products purchased from an authorized Sofa By Fancy dealer. This Warranty covers only defects in materials and workmanship arising solely from the manufacturing process.

This Warranty does not extend to, and specifically excludes, any damage, deterioration, or defect caused by misuse, abuse, neglect, improper maintenance, accidents, unauthorized repairs or alterations, transportation, handling, delivery, installation, or any form of normal wear and tear.

Our Tailoring and Workmanship (1 YEAR LIMITED WARRANTY)

Sofa By Fancy warrants its tailoring and workmanship to be free from manufacturing defects for a period of one (1) year from the original date of purchase. This Warranty does not extend to normal variations in tailoring, including but not limited to stitching, seam straightness, or fabric alignment, which are inherent in handcrafted products. We stand behind our workmanship.

Our Frames (LIMITED LIFETIME WARRANTY)

All frames constructed of Canadian kiln-dried hardwoods and approved wood by-products are warranted against defects in materials and workmanship for the lifetime of the product under normal residential use. This Warranty is limited solely to structural integrity of the frame. Surface scratches, dents, warping, and any damage caused by exposure to moisture, heat, or humidity are excluded.

Our Suspension System (Springs) (5 YEAR LIMITED WARRANTY)

High-carbon 8.5-gauge sinuous springs attached with insulated spring clips and coated tie wires are warranted against manufacturing defects for a period of five (5) years from the date of purchase. No warranty is extended for noises, squeaks, or changes in seating comfort arising from normal use.

Our Seating and Backs (2 YEAR LIMITED WARRANTY)

Normal Wear and Performance

Seat cushion cores will soften with use and conform to the contours of the user’s body. Such changes constitute normal wear and tear and shall not be deemed a defect or a loss of resiliency.

Fiber-Fill Components

Fiber-filled cushion tops, backs, and arms will flatten and compress with prolonged use. This is inherent to fiber-filled and fiber-wrapped products and is not considered a defect. Routine fluffing and maintenance are required to preserve performance.

Coverage Period and Scope

For one (1) year from the date of purchase, Sofa By Fancy will, at its sole discretion, provide replacement cushion cores for defective foam. After this period, Sofa By Fancy’s responsibility shall be limited to replacement of cushion cores only, contingent on the type of foam originally purchased.

Exclusions and Purchaser Obligations

All associated costs, including but not limited to labor, packing, shipping, handling, and transportation, shall be borne exclusively by the purchaser. Sofa By Fancy expressly disclaims liability for incidental or consequential damages. An upgraded 2.5 lb foam option with a five (5)-year warranty is available for an additional charge at the time of purchase.

Fabric & Leather (1 YEAR LIMITED WARRANTY)

Fabric and leather coverings are warranted against manufacturing defects for a period of one (1) year. This
Warranty does not cover:

• Normal wear and tear, including fading, pilling, shrinkage, or stretching.
• Natural variations in leather grain, color, or texture.
• Damage arising from spills, chemical treatments, improper cleaning, or exposure to sunlight.
• Damage caused by pets, sharp objects, or misuse.

Procedure for Claims

All warranty claims must be submitted through the original authorized Sofa By Fancy dealer and must include proof of purchase indicating the date of sale. Upon receipt, Sofa By Fancy will issue a return authorization number and determine, at its sole discretion, whether to repair or replace the defective merchandise. All transportation, delivery, and freight costs to and from the authorized dealer or Sofa By Fancy’s facility are the sole responsibility of the purchaser and are not covered under this Warranty.

This Warranty is the sole and exclusive warranty provided by Sofa By Fancy. No other warranties, express or implied, including but not limited to warranties of merchantability or fitness for a particular purpose, shall apply.

Sofa By Fancy shall not be liable for any incidental, consequential, or indirect damages, including but not limited to loss of time, inconvenience, or loss of use. Some jurisdictions do not allow limitations on implied warranties or exclusion of incidental or consequential damages, so these limitations may not apply to all purchasers.

This Warranty shall be governed by and construed in accordance with the laws of the Province of Ontario, Canada, without regard to its conflict of laws principles.

Nobody is perfect and issues can occur. For end customers, please contact the retail store you purchased your product(s) from, so they can reach out to our team regarding your concerns. For retailers, please contact us at [email protected]. To fast-track the process, please provide the following details when reaching out to our team:

• invoice number
• BOL
• Date of shipment
• Purchase order number
• Pictures of the defected product