Frequently Asked Questions
Q. I am really worried about purchasing anything online from any company, including furniture. How will purchasing from your company be any different?
A. You should feel confident that the goods you are purchasing from us are all well made, built to last, and delivered in a timely manner. Our business is run professionally, efficiently, and with honesty and integrity. Our customer service is excellent. We do not try to pass off poor quality goods with a nice picture and description that makes it sound like an amazing item. We are confident that you will be pleasantly surprised with our product quality once you receive it. We also have a showroom at 3058 Saint Johns Street, Port Moody where you can see many of our excellent quality products. We have been in business since 2003. Our Google reviews are 100% real, and show the high level of satisfaction from just some of our thousands of happy customers.
Q. How good is the quality of your products?
A. We are proud to offer you products that are manufactured exceptionally well. We specialize in Canadian made upholstery and 100% solid wood furniture. We do not sell many products that come KD (knock down) and do not sell any that require extensive time to assemble. Some of our products may require assembly, mostly beds and dining tables, but these are very simple to do.
Our Canadian-made upholstery is manufactured to our high standards, including 100% solid wood frames, with the wood coming from Canadian mills. We also utilize strong no-sag seat springs, high density seat foam and high quality upholstery fabrics.
Much of our wood products come fully factory assembled for structural strength and durability. These items have some of the finest joinery and construction methods you will find in the industry and are built to last for generations.
Q. How much assembly is required for your products?
A. Very little. Most of our products come fully factory assembled, including handles already installed. The main items that require assembly are the dining tables and beds, and our beds usually come in only 4 pieces, including our popular storage beds.
Q. Are your Google reviews all real?
A. Yes they are all from legitimate customers. We do not employ any marketing team like many of our competitors do, that manufacture countless fake 5 Star reviews.
Q. Do you offer financing?
A. Not at this time but please check back and we hope to have it available in the future.
Q. Why do you suggest to email for all E-com inquiries?
A. Our E-com team may not always be available to reply to questions over the phone so we suggest email is the best way to answer any questions that you may have. Emails may also be responded to outside of business hours, where a phone call would not be answered. We will try to respond within 1-2 days.
Q. Where is your store location?
A. We are located at 3058 Saint Johns Street, Port Moody, BC.
Q. How far do you deliver to?
A. We are currently able to promptly deliver throughout most of Western Canada, as well as Washington state. Anywhere outside of these areas, please email us your address, and the pieces you are interested in and we will get back to you with a delivery quote within 2-3 business days. We can also make arrangements to deliver the goods to a storage depot in your area and you can pick up the items from there.
Q. I saw the same products selling for less in another store. Is this true?
A. There is a large number of imitation products selling in our local market area that may sell for a little less. "You get what you pay for" usually applies. To the consumer, these products may look identical, but they lack the superior quality joinery and structural strength. They also do not utilize the same finishing procedures that make our product quality really stand out above these lesser quality imitations. As a consumer, you really cannot tell if two items are identical by looking at a photo online.
Q. If I make a custom upholstery order how long does it usually take to receive?
A. Generally, please allow approximately 3 - 6 weeks for your custom order to be finished production. In some rare occasions the fabric you may have chosen can be back ordered for a slight delay of another 2-3 weeks due to high popularity. If this is the case we will let you know as soon as possible by email if you would like to choose a different fabric or just wait till the fabric arrives. Once your custom item is completed we will give you a call to schedule a delivery.
Q. Can i get my upholstery order any faster?
A. Yes we stock many upholstered goods in our local warehouse that can be delivered within a few days. In addition, at certain times we can get a rush order, within a 2 -3 week timeframe. Please email us with the product and choice of fabric and we will try our best to get it out to you asap. This option is not always available so it is best to place your order promptly.
Q. Am I able to check on the product and fabric availability?
A. Yes, please email us with the product and choice of fabric and we will try to get back to you within 1-2 business days.
Q. Do you offer custom sizes?
A. Yes, please follow this link _________ to view our custom options as we have many custom pieces available to suit your configuration needs. Please send us dimensions and photos of your space that you are trying to fit your pieces in as we can give you the best possible configuration.
Q. Are there sofa-beds available?
A. Yes we can add sofa-beds to any of the sectionals, sofas, and loveseats at an additional cost depending on the size of the piece. In general, a double size bed will add $450 to the cost and Queen size will add $550 to the price. Please note that the seating area may feel firmer with the sofabed and mechanism underneath.
Q. Why are the seat cushions on my product firmer than the ones I tried out in the showroom?
A. The ones you have tried on the floor have been handled and tested by other customers causing them to slightly soften with time. With time and usage of your furniture your seat cushions will soften up slightly as well.
Q. How many items do you have in your showroom compared to online?
A. We carry a lot of items in our showroom. If you want to know if we carry a specific item, please email us before you make the trip so we can answer this for you.
Q. Am I able to purchase extra yardage of fabric?
A. Yes, just email us the fabric you need extra of and we will get back to you with a price confirmation.
Q. Am I able to supply my own fabric of my choosing and just send it to you guys?
A. No. We highly recommend that you choose one of the 500 choices of designer fabrics that are available. Our manufacturers have chosen these fabrics carefully. These fabrics are very durable and have been chosen to assure that the fabric you order will last you 10-15 years or more. Please enquire in store for more details on this.
Q. Am I able to get a status on my order?
A. Please allow approximately 3 -6 weeks for your order to arrive and we will call you when it' has arrived in our warehouse. Once it's in production we aren't usually able to get an updated status until it is almost completed.
Q. Am I able to order any additional accent pillows to my order?
A. Yes, you are able to order additional pillows in any of the fabrics available.
Q. Am I able to order zippers on my accent pillows?
A. Yes, for an additional $15.00 you can add zippers to any toss pillow.
Q. How do I take care of my new upholstery?
A. We suggest you flip or rotate your seat cushions at the beginning of each month. We also recommend that you vacuum your upholstery lightly with the right vacuum attachment about once a month.
Q. How do I clean my new upholstery?
A. To assure that your furniture lasts longer at a normal use we would suggest using a professional upholstery cleaner if you decide to clean your set. We offer an excelsior warranty program that includes a cleaning kit that will easily clean up any stains quickly.
Q. Will sunlight affect my upholstery?
A. Yes. Try to keep the sunlight off your furniture and your fabrics will last much longer. Too much direct sunlight will fade the fabric and may make the fabric strength deteriorate.
Q. Can I wash my cushion covers?
A. We recommend that you do not remove your cushion covers as it may be difficult to get them back onto the foam. We recommend using a professional upholstery cleaning service to clean your upholstered items.
Q. What should I use to clean my fabrics?
A. We recommend using the excelsior protection plan that care kit we have available as the kit is able to remove stains quickly, easily and effectively. It is also provides delicate cleansing action while wiping the stain off and leaving no soap residue like other products. It will also return your fabric into it's original look and feel.
Q. I noticed you guys don't have leather as a choice for your custom upholstery can I order a custom piece in all leather?
A. We don't do any custom orders in leather at this time. We do carry an alternative which is synthetic leather and gives it that leather look and has a long durability rate.
Q.How do I take care of my leather pieces?
-Protect from direct sunlight, direct heat and weather.
-Do not remove covers for cleaning.
-Regularly dust with clean dry duster.
-Professional cleaning recommended.
-Clean up spills right away.
-Use an excellent quality leather cleaner and or conditioner as required
-Blot food and liquid spills immediately with a dry, white, clean cloth.
-Do not rub or press on the leather too hard while cleaning or conditioning.
-Dry in shade away from direct heat and sunlight.