Frequently Asked Questions
As the COVID-19 situation continues to evolve, we reserve the right to make any necessary changes to the information below without prior disclaimer. We will continue to adapt our practices based on the guidelines established by the Public Health Agency of Canada and local authorities.
Why am I having difficulty getting through to your customer service team?
We are currently experiencing a very large volume of calls and messages. We can assure you that our team is working very hard to respond to all customer inquiries in a timely manner. We thank you for your patience and understanding during these trying times!
In the meantime, please consult our answers to your frequently asked questions below.
Are all Structube stores closed?
Kindly note that select Structube stores have reopened. Please consult our Find a Store page for more information regarding your local store.
What measures are being taken to ensure the safety of customers and employees in-store?
Kindly note that anyone who meets any of the following criteria will not be allowed to enter our stores:
- A person who presents any symptoms consistent with those of COVID-19, including but not limited to coughing, fever, sore throat, and difficulty breathing.
- A person having travelled outside of their respective province in the past 14 days.
- A person having come in contact with a confirmed or probable case of COVID-19.
Any person who enters the store must respect the following rules:
- Follow local guidelines regarding mask wearing in your area. All Structube stores follow the directives established by local authorities regarding face coverings.
- Follow social distancing guidelines by keeping a safe distance of 2 metres from others.
- Purchases must be made using a card payment method.
We continue to closely monitor the ongoing situation and we will adapt our practices based on the guidelines established by the Public Health Agency of Canada and local authorities. For more information, please contact your local Structube store.
In-store pick-up / Warehouse pick-up
How do I contact my local Structube store?
For more information on how to get in contact with your local store, please click here.
Is in-store pick-up still available?
Please consult our Find a Store page for more information regarding your local store.
Have the warehouse pick-up hours changed?
Our warehouse hours will be as follows:
Monday to Friday 10 a.m. – 9 p.m.
Saturday 9 a.m. - 5 p.m.
Sunday 10 a.m. - 5 p.m.
What changes have been made to your delivery policy as a result of Covid-19?
Please click here to read our updated Delivery Policy.
Why does my order not qualify for free delivery?
Our free delivery promotion is valid on orders over $299* (before all applicable taxes). At checkout, use promo code: FREESHIP.
*Kindly note that Structube will cover the delivery charge within a certain radius. For postal codes located outside of the free delivery zone, additional shipping fees will apply.
Are in-home deliveries still in effect?
As we continue to strive to provide our customers with the best possible experience, home deliveries will continue. Kindly note that all deliveries are contactless and will be left on the doorstep. Under no circumstance can the order be brought into your home by the courier.
What measures are in place to protect customers and delivery teams during home deliveries?
To help ensure the safety of customers and delivery teams, all home deliveries are contactless and will be left on the doorstep. Under no circumstance can the order be brought into your home by the courier.
Can I change my in-store pick-up to an at home delivery?
We can accommodate this modification under select circumstances. Any previous orders for in-store pick-up that have not yet shipped from our distribution centre can be modified to a home delivery. Kindly note that this offer is only valid for orders that surpass the $299 minimum. Please contact our customer team at 1-877-721-3787 for assistance.
Can I change the date of my scheduled in-home delivery?
We invite you to contact us at 1-877-721-3787 to inquire about the delivery availability in your region.
Can I split my order to receive in-stock products before the out of stock products on my order become available?
Please note that an order is shipped once all products are in stock. An order may be split should you wish to receive the products currently available separately. If you wish to split your order, please contact us by phone at 1-877-721-3787. Please note that shipping fees will apply on the second shipment and the customer is responsible for placing a new order for out of stock products.
Is online shopping still available?
We will continue to remain available for online shopping at structube.com. Enjoy free shipping on all orders over $299! At checkout, use promo code: FREESHIP.
Are there any delays in processing and/or shipping times?
We do not currently anticipate any delays impacting our shipping times or home delivery service. Should delays occur, we thank you for your understanding and patience.
Returns and exchanges
Has your exchange and return policy changed?
To ensure the safety of our customers and delivery teams, new procedures regarding exchanges and returns have been implemented*.
*As the COVID-19 situation continues to evolve, we reserve the right to make any necessary changes to this policy without prior disclaimer. We will continue to adapt our practices based on the guidelines established by the Public Health Agency of Canada and local authorities.
It is safe to provide my credit card and personal information online?
It is absolutely safe to use your credit card on our website. All sensitive information is transferred using the same encryption and physical security used by financial institutions.
What are the accepted methods of payment?
For in-store purchases, we accept Visa, MasterCard, American Express, Discover, Interac debit card, cash and Structube issued gift cards.
For online orders, we accept PayPal, Visa, MasterCard, American Express and Discover.
What is your price adjustment policy?
Price adjustments will be granted within 14 days of delivery or pick-up of your merchandise, upon presentation of the original receipt. Certain conditions and exceptions may apply.
When will my order be invoiced?
Your order will be invoiced as soon as it has been placed.
Will I receive a confirmation for my order?
An order confirmation will be sent to you once your order has been placed.
What happens if a product is unavailable?
If an item is temporarily unavailable, you can still place an order for it. We will contact you once all the items in your order are available and ready to be shipped.
What does the estimated back in stock date on your website represent?
The estimated back in stock date provided is the approximated date of arrival of the product at our Distribution Centre. Though this date is generally accurate (plus or minus 2 weeks), it remains subject to change without prior notice. Kindly note that this date does not reflect the pick-up or delivery date of your order.
Why does the back in stock date on your website keep getting pushed back?
Please take note that the estimated back in stock date on our website represents the next shipment in which you may reserve your item. Once all of the available products in a shipment have been reserved, the website will then indicate the date for the following shipment, so on and so forth. As such, our estimated back in stock dates change frequently. We highly recommend placing an order as soon as possible to ensure your item is reserved in the next available shipment.
Please note that waiting for the next back in stock date to place an order will not guarantee that quantities will be available for purchase on the given date.
What is causing current order delays?
In recent months, due to the Covid-19 pandemic, the global supply chain has been severely disrupted. As a result, it is very difficult for us to establish accurate dates for when our products will be available. Raw material shortages, labour force limitations and global transport restrictions have caused unexpected delays that are outside of Structube’s control. As we continue to strive to better serve our beloved customers, we will do our best to keep you informed about changes that may affect your order. We greatly value your continued loyalty and apologize for any inconvenience this may cause.
Do your products come ready-to-assemble?
In order to provide our customers with quality products at great prices, many items are ready-to-assemble. A large majority of hardwood home furnishings come flat-packed, for ease of transportation at reduced costs.
Can I change the fabric or building materials of a product?
Our carefully designed collections are only offered in the materials, sizes and colors displayed on our website and in our stores.
Can replacement parts and hardware be purchased?
Replacement parts and hardware are available for purchase for certain products. Please contact us for additional information.
Are the colours portrayed on the website accurate?
Our team works exceptionally hard to display product colours and textures accurately. However, relative inconsistencies may exist from one display monitor to another.
What happens if I lose my Structube gift card?
Structube will not replace the value on a gift card in case of loss, theft or unauthorized use.
Does my Structube gift card have an expiration date?
Structube gift cards do not have an expiration date.
Can Structube gift cards be used both online and in-store?
Structube gift cards are currently only available in stores across Canada. They cannot be used for purchases made online.
Do you offer international shipping?
We currently only ship to Canada.
What shipping options do you offer?
We aim to deliver our products in a timely and economical manner. Accessories and smaller items ship via FedEx Standard Ground. Larger, heavier items are shipped via our in-home delivery service. We also offer the option to collect your merchandise at your nearest store location by simply selection the store of your choice at checkout (some restrictions apply). Please visit our Shipping & Delivery page for more information.
How much are shipping fees?
Shipping fees vary by product and by delivery destination, which can be determined by entering your postal code when viewing your shopping cart.
Are sales taxes charged on shipping fees?
Applicable provincial and federal sales taxes are applicable on delivery fees.
Can my order be shipped to a PO Box?
Given the nature of our product offerings, we cannot ship to PO Boxes.
How can I check the status my order?
Log in to your Structube account to check the status of an order.
How can I modify or cancel my order?
Please contact us as soon as possible if you change your mind and decide to cancel or modify your order. We will be happy to provide you with suitable options based on the status of your order. Additional fees may apply to modifications being made to an order that has already been scheduled for delivery.
What can I do if I missed my delivery appointment?
Should you be unavailable for the scheduled delivery, another delivery fee may be charged for rescheduling or cancelling the order while the merchandise is in transit. Please contact us for more information.
What is the pick-up in-store process for online orders?
You will receive an email confirmation when all of your items have left our Distribution Centre. You will also receive an SMS notification once your order is ready for pick-up at the store. In-store pick-up orders may take up to 10 business days to arrive at the store. Orders being picked up in stores outside the provinces of Quebec and Ontario may take up to 14 business days to arrive at the store. The original receipt or e-mail receipt is required at the time of pick-up.
What is the distribution center pick-up process for online orders?
You will receive an email confirmation once your order is available for pick-up at the distribution center. Please call us at 1-877-721-3787 24 hours prior to your visit in order to prepare your order for pick-up. The original receipt or e-mail receipt is required at the time of pick-up.
Please ensure the vehicle used for the pick-up will accommodate the merchandise in its original packaging. The product warranty applies on merchandise leaving the Structube distribution center in its original packaging. Structube personnel is not responsible for carrying the merchandise out of the store nor loading it into your vehicle. Structube cannot be held responsible for merchandise that cannot be loaded into your vehicle due to the weight and/or dimensions of the merchandise. Orders that are not picked up within 14 days of becoming available for pick-up will be cancelled and refunded.
What is Structube’s return policy?
If you are not completely satisfied with your purchase, we will gladly accept a return or exchange within 7 days of delivery or pick-up, upon presentation of the original receipt. The unused item must be returned in its original condition and packaging. Refunds will be processed based on the original method of payment.
Customers are responsible for applicable delivery fees for the return or exchange of a mattress, unless the mattress has a manufacturing defect. Returns or exchanges do not apply on mattresses that are abused, stained, soiled or otherwise unsanitary. Returns or exchanges of mattresses cannot be processed in-store.
How can I return merchandise?
What should I do if my merchandise arrives damaged or defective?
Please contact us as soon as possible with a detailed description of the issue along with a photo. We will take care of the rest!
What is your warranty policy?
All STRUCTUBE products carry a one (1) year warranty unless otherwise specified. Valid from the date of delivery or pick-up. The warranty applies to manufacturing defects resulting from residential use only. Our products are not intended for commercial nor industrial use. This guarantee does not cover normal wear and tear such as but not limited to: cuts, scratches, damage caused by impact or accidents, discoloration, shrinkage, fabric pilling, misshapen filling materials and stains. Products that have been stored, assembled or installed incorrectly, used inappropriately, abused, misused, altered, or cleaned using the wrong cleaning methods and/or cleaning products, are not covered by this guarantee. This guarantee does not apply if the product has been placed outdoors or in a harsh environment. This guarantee does not cover consequential or incidental damage. The original receipt is required for all claims and is non-transferrable.
You may have consumer rights under applicable federal and or local law that supersede aspects of this warranty. This warranty does not, in any way, supersede the rights given to you by law. As such, these exclusions or limitations may not apply to you.