Is it 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, Affirm financing, and Structube issued gift cards.
For online orders, we accept Apple Pay, Google Pay, PayPal, Visa, MasterCard, American Express, Discover, Affirm financing and Structube issued gift cards.
Does Structube offer financing?
Structube is proud to partner with Affirm to offer financing options. Click here to learn more about flexible payment plans.
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.
Why might my order be delayed?
Structube's global supply chain is vast, with thousands of people, hundreds of facilities, and multiple modes of transport busily at work to ensure your order reaches you promptly. While we do our utmost to mitigate risks in our supply chain that could lead to delays, some external factors are beyond our immediate control. These may include labour shortages, shortages in raw materials, seaport congestion, road and rail disruptions, weather-related disruptions, as well as geopolitical and trade disruptions. We apologize if your order is delayed and wish to thank you for your continued patience. Rest assured that we are doing everything in our power to get your order out to you as soon as possible.
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 not available for purchase. However, please contact us and we will check our inventory to see if we can have a spare of what you are looking for free of charge. We cannot guarantee that we will be able to find your spare parts but will do our best to accommodate your request. Shipping charges may apply for sending the part.
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.
Can I use two methods of payment to complete an online purchase?
It is possible to use two methods of payment to complete your purchase. Kindly note that at this time, you may only use the combination of a Structube gift card and a credit card to place an online order. Splitting the payment on two separate credit cards is not accepted.
On which method of payment will I be reimbursed if I used two different payment methods to make my purchase?
If two methods of payment were used at the time of purchase, such as a gift card and credit card, our system will first prioritize the refund on the gift card and will then refund the remaining balance on the credit card.
Example: Your order came to a total of $100 and you paid $50 on a gift card and the remaining balance of $50 was paid on your credit card. If you then need to be refunded $80, the refund will be processed as follows: $50 refund on the Structube gift card and the remaining $30 balance will be reimbursed on your credit card
What is a Structube gift card and where can I purchase one?
Structube gift cards allow you to choose the amount you would like to offer and the recipient can redeem it for merchandise of their choice worth an equal or lesser value. The gift cards can be purchased in any Structube store across Canada.
Where can I redeem my Structube gift card?
Structube gift cards can be used at any Structube store across Canada and/or online at structube.mom. You can use your gift card to purchase all products offered by Structube.
Can I use my Structube gift card purchased in-store on structube.mom?
Yes, Structube gift cards purchased in-store can be used online at structube.mom at checkout.
Where can I check my Structube gift card balance?
You can check your balance during cart checkout steps 1 and 2. Look for the Check balance link next to the APPLY GIFT CARD button.
Are there any fees incurred when using a Structube gift card?
Structube does not impose any fees or penalties associated with the use or non-use of Structube gift cards.
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.
If I purchased a Structube gift card, can I return it and receive a full refund?
Structube gift cards are non-refundable and cannot be exchanged for cash.
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 Canada Post. 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 selecting the store of your choice at checkout (some restrictions apply). Please visit our Shipping & Delivery page for more information.
What is the difference between "Doorstep Delivery" and "Room of Choice Delivery"?
When selecting the "Doorstep Delivery" option, delivery is free within a predetermined radius and your order will be left at your front door. If you select "Room of Choice Delivery", a $50 fee* will be charged but your order will be brought inside your home by the delivery team and left in the room of your choice. Kindly note that if you live outside of the predetermined free delivery radius, the $50 fee* will be added to the initial delivery charge.
"Room of Choice Delivery" is not available in all regions. To find out whether this service is available in your area, please enter your postal code at checkout where you will be presented with delivery options for your postal code.
*Before all applicable taxes. Certain conditions may apply.
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?
To check the status of a store or online order, simply enter your order number and phone number on the Track My Order page. You can also log into your Structube account for more details about your 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 Centre 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 may lose their items reservation.
Where are your Distribution Centres located?
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 item must be returned in its original condition, free from damage, stains, odors, or excessive wear. Customers are strongly encouraged to retain the original packaging, as it helps protect the item and ensures a smoother return process. 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. Mattresses that are in any way used, abused, stained, soiled or otherwise unsanitary will not be accepted, unless the mattress has a manufacturing defect. Returns or exchanges of mattresses cannot be processed in-store unless the mattress is in its original condition and packaging.
How can I return merchandise?
Please contact your nearest store location within 7 days of delivery or pick-up to arrange a return or exchange for in-store purchases. To arrange a return or exchange for an online order, please call us at 1-877-721-3787.
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?
To consult our Warranty Policy, please click here.
Why are there discrepancies between the colour descriptor and the colour of the product in the swatches and photos?
The colour description provided is an approximation. As colour is a personal experience and can vary based on fabric and texture, we encourage you to use the photos provided as your guide to colour matching.
Will the product I receive be the same colour as the ones shown online and in-store?
Colour discrepancies may occur. We do our best to maintain colour consistency, however, there may be noticeable differences from one production lot to another. Items shown online and in-store do not always originate from the same lot, the same goes for the product you ordered. Please keep in mind that colours may vary depending on screen resolutions of mobile and stationary devices.
What is the maximum weight capacity of a product?
We prefer not to make weight capacity claims, however, you may notice that some of our items online do have load ratings. Please take careful note that these are representative of static (not moving) load conditions and may not be an accurate representation of how the item will be used over its lifetime. While static load ratings are derived under controlled laboratory conditions, they are often a gross exaggeration of what an item is truly capable of sustaining under regular (movement) conditions. When our items are properly assembled, maintained, and used solely for the purpose for which they were intended, they will not fail. We hope we have something for everyone, but at the moment we do not offer items that are specially reinforced.
Contact Us
We are here to help you! Call our Customer Service team at 1-877-721-3787 or visit our Contact Us page.