Claims and Warranty

Claims & Warranty

If something arrives damaged, or a covered part fails down the road, here is exactly what is covered, what we need from you, and how long it takes.

Warranty by product

Every product also carries a 5-business-day window to report shipping damage with photos, and claims are reviewed within 15 business days. See below.

The short version

• Check your order for damage while it is being delivered. You do not have to open every box in front of the driver, but note anything visibly wrong on the delivery receipt.
• Open everything up within 5 business days and email us photos of any damage or defect. Miss that window and we may not be able to help.
• We review claims within 15 business days and land on the best fix: replacement parts, a repair, a discount, or a full replacement.
• Warranty length depends on what you bought: 3 years on the general catalogue, massage chairs, and saunas, lifetime on Olivia's frame and mechanism (1 year on its mattress specifically). See the table above.

This summary is here for convenience. The full details below are what actually applies.

In this policy

Look over your order for visible damage while it is being delivered. You do not need to open every box while the driver is there. If you do see damage to the boxes or the product itself, make sure it is noted on the delivery receipt (or the driver's handheld device, write "damaged" if that is an option).

Unpack your order within 5 business days of delivery and check that every piece is there and undamaged. If something is wrong, email us photos within that same 5-business-day window. We will confirm we have received your photos as soon as we can. Missing that window can mean a denied claim, and any repair or replacement cost would then fall on you.

Head to our contact page and reach out to our team. We will send you an email asking for a few specific things (see below), and once you reply, we will get to work on it.

• Whether your delivery address has changed
• Photos of the boxes, showing the condition they arrived in
• Photos of the product code on the boxes
• Photos of the whole item plus close ups of the actual damage or defect
• A description of what's wrong, using part numbers or letters from the assembly instructions if you have them
• Whether box damage was noted on the delivery receipt at the time

We review claims in the order we receive them, and it depends partly on how quickly we get everything we need from you. Please allow up to 15 business days for a claim to be reviewed. If a replacement part needs to be ordered in, that can take longer, we will keep you posted on timing.

We will look at your photos and decide, case by case, whether to repair, replace, or discount the item. A lot of damage is minor and can be fixed by a furniture technician in your area, if one is available. If you would rather not have someone come to your home, we can offer a discount instead so you can arrange your own repair. If it cannot be fixed, we will send replacement goods or parts.

Please do not dispose of anything without our written go-ahead first. The freight company or manufacturer sometimes needs the damaged piece back for salvage before a replacement is released. If salvage is not required, we are not responsible for disposing of or donating the item, that is on you.

• General catalogue (living room, bedroom, dining, office, patio): we back every item with our own 3-year warranty against defects in materials and workmanship, starting from your delivery date. If the manufacturer's own warranty on your specific item runs longer than 3 years, that longer term applies instead. Concealed damage (nothing visibly wrong with the box) is handled as a warranty claim, since there is no way to know where it happened.
• Bliss and other massage chairs: 3-year warranty against defects in materials and workmanship.
• Haven Heat and other saunas: 3-year warranty against defects in materials and workmanship.
• Olivia Cabinet Bed: see its own section below, it is different from everything else we sell.

Replacement parts themselves are free. Getting them shipped to you is on you, except for Olivia (see below). If a product has been discontinued, we will work out compensation or a similar replacement with you directly.

Head to our contact page and reach out. We will send you an email asking for:

• Whether your delivery address has changed
• Photos of the defect
• A description of what's wrong, with part numbers or letters from the assembly instructions if you have them

Once we have that, we will take it from there.

Every Olivia is covered by a lifetime warranty for as long as the original purchaser owns it. This section is specific to Olivia and takes the place of the general warranty terms above wherever the two differ.

What's covered

• The cabinet frame, panels, and joints
• The lift mechanism, including gas pistons, hinges, arms, and mounting hardware
• Legs, wheels, latches, handles, and fasteners
• The bed platform and slats

A defect means a part failed on its own, while the bed was assembled correctly, used as intended, and kept within its stated weight limit.

The mattress that comes with Olivia has its own separate 1-year manufacturer warranty.

If a covered part fails

• We send the replacement part free of charge
• We pay to ship it to your Canadian address
• You fit the part yourself. We provide instructions or a video, and our team is on hand by phone or email to help
• If an identical part is not available anymore, we will send a comparable replacement that fits

This covers parts and shipping only, not labour or an in-home visit. Customers who bought the optional 5-Year In-Home Protection plan are covered for in-home service under that plan's own terms.

What's not covered

• Normal wear and tear: scuffs, scratches, dents, chips, fading, or surface marks
• Accidental damage, including impacts, spills, or damage from moving the bed
• Damage from misuse: not following the open/close steps, exceeding the weight limit, improper assembly, unapproved modifications, or the wrong cleaning products
• Damage from pets, moisture, heat, or other environmental causes
• Commercial, rental, or institutional use

If a part is damaged for one of these reasons, we will still send you a replacement, but it is priced at our current parts cost and you cover the shipping. You still fit it yourself, with the same instructions and support.

Who's covered

The original purchaser, at a Canadian address, for as long as they own the bed. It is not transferable if the bed is sold or given away. Keep your order number or receipt as proof of purchase.

How to make an Olivia warranty claim

Email support@forwardfurniture.ca or call (236) 763-0673 with your order number, a description of the issue, and clear photos (a short video helps a lot for lift mechanism issues). We will review it and reply within 2 business days to confirm whether it is covered. Parts that are in stock ship within 5 to 10 business days.

Photography, monitors, and lighting all vary, so we cannot guarantee a finish will look exactly like the photos. Natural variation in wood grain, colour, or sheen, and in the dyeing or tanning of fabric and leather, is not a defect, and a claim based only on that will be denied.

Still need a hand?

Not sure whether your claim qualifies? Send us your order number and we'll tell you straight away.

Monday to Saturday, 10am to 6pm. Sunday, 11am to 5pm. Pacific time.