Claims and Warranty

It is our primary goal to ensure your furniture arrives safely and promptly. If your order arrives damaged, or has defects, please be assured that we will do everything possible to resolve your claim quickly and efficiently.

The most import thing to remember is to inspect your order for visible damages while it is being delivered. You do not have to open the boxes while the driver is at your home.

If you see damages to the boxes or product, it MUST be noted on the delivery receipt or handheld device. If the driver has a handheld device, you can write DAMAGED on the delivery receipt.

What do I do when my order has visible damages?

• Make sure you note all the damages on the delivery receipt.
• Open up the boxes within 5 business days of delivery and make sure all the pieces are intact. If there are damages, you need to email us pictures within 5 business days of delivery showing the damages.
• We will confirm receipt of the pictures as soon as possible.

Failure to inform us of problems with your order within 5 business days will result in your claim being denied. If a claim is denied, any costs for repairs or replacement parts will be paid for by the customer.

How do I file a claim with Forward Furniture?

You can go too contact us and speak to one of our Customer Service Associates. We will send you an email, which requires your response with the requested information.

What information is needed for a claim?

We will request the following information:

• Please advise if your delivery address has changed.
• Photographs of the boxes, showing the condition they were received in.
• Photographs showing the product code on the boxes.
• Photographs showing the entire item, plus close ups, that clearly show the damage or defect.
• Please include descriptions of what is damaged or defective, using part numbers or letters from the assembly instructions.
• If the boxes were visibly damaged, was this noted on the delivery receipt before receiving the order?

This information will allow us to properly evaluate your claim.

How long will it take to resolve a claim?

The length of time it takes to resolve a claim depends on how quickly we receive the information we require, and how willing our customers are to work with us. We understand the frustration experienced when an item arrives damaged, and we will work with you to have the damaged pieces fixed, replaced, or discounted depending on the extent of the damages. 

We review claims in the order they are sent to us, and work hard to ensure they are resolved as quickly as possible. As all claims are different, please allow up to 15 business days for your claim to be reviewed.

If we need to send out replacement pieces, it may take awhile for the pieces to be received (if they are not in stock and need to be ordered in), or if we are waiting for a new shipment to arrive into our warehouses. We will advise you when we are expecting the replacement pieces to arrive and keep you informed with regular updates as to the status of your claim.

What will Forward Furniture do to resolve the claim?

We will review the pictures and, based on our experience, determine if the best course of action is to replace, repair, or discount any product on a case by case basis. Many defects and damages are very minor in nature, which can be easily fixed by a professional furniture technician (if one is available in your area). If you do not want to have a repair person come to your home, a discount can be offered to help facilitate repairs. If the damage or defect cannot be fixed, replacement goods and/or parts will be issued as necessary.

What to do with the damaged or defective items?

Sometimes damages or defects are severe enough that a replacement is necessary. The freight company or manufacturer may require the defective or damaged piece for salvage so we request that nothing is disposed of without Forward Furniture’ written permission. Please note that when replacements are sent out, the freight company may require salvage of damaged goods before your replacements have been delivered. If salvage is not required, Forward Furniture is not responsible for the disposal or donation of the damaged or defective items. In some cases, suppliers will require our customers to donate or destroy the defective piece prior to a replacement being sent. It is the customer’s responsibility to complete these steps when needed.

If you dispose of a product without Forward Furniture’ prior authorization, your claim will be denied. 

What is a warranty claim?

All items, unless otherwise noted, are brand new and in original packaging. Forward Furniture backs every item with a 1-year warranty against manufacturing defects in parts and workmanship, starting from the delivery date. This is in addition to, and does not replace, the manufacturer’s own warranty on the item, which may run longer and is honoured according to that manufacturer’s terms. Generally, manufacturer warranty coverage is one year, though the length and what is covered does vary for each individual manufacturer; where a manufacturer’s term is shorter, Forward Furniture’s 1-year defect warranty still applies. Orders with concealed damage (no visible damage to the packaging) are sent to the supplier as a warranty claim, as there is no way to know where the damage occurred. All warranty issues are subject to the manufacturer’s terms and conditions as detailed in their warranty policies; therefore, all replacements must be approved by the manufacturer. Please note that while replacement parts are free of charge, it is the customer's responsibility to pay for the freight costs associated to have them sent to their home.

In the event the product has been discontinued, the supplier may offer compensation, or a similar item as a replacement. If this situation applies to your claim, you will be updated accordingly.

How to file a warranty claim?

You can head to the contact us page. We will send you an email, which requires your response with the requested information.

What information is needed for a warranty claim?

We will request the following information:

• Please advise if your delivery address has changed.
• Photographs of the defects.
• Please include descriptions of what is defective, using part numbers or letters from the assembly instructions.

Once we have this information, we will forward it to the supplier for review.

Disclaimer

Due to variations in photography, monitors, and lighting, Forward Furniture cannot guarantee that the finish of the furniture will be exactly as pictured. Imperfections or variations in the grain, colour, or sheen may occur naturally in wood as well as during the dyeing/tanning process of fabric and leather. As a result, these naturally occurring characteristics are not viewed as damages or defects and therefore a claim in these instances will be denied.

Olivia Cabinet Bed - Lifetime Warranty

Every Olivia cabinet bed is covered by a lifetime manufacturing warranty for as long as the original purchaser owns it. This section applies to the Olivia only and, where it differs, replaces the general warranty terms above.

What does the Olivia lifetime warranty cover?

It covers defects in materials and workmanship under normal household use, on:

• 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 according to the instructions, used as intended, and kept within its stated weight limits.

The mattress included with the Olivia carries its own standard 1-year manufacturer warranty.

What happens if a covered part fails?

• We supply the replacement part free of charge.
• We pay the shipping to your Canadian address. For the Olivia, the freight charges described in the general warranty section above do not apply to covered defects.
• You replace the part yourself. We provide step-by-step instructions or a video, and our team is available by phone and email to help.
• If an identical part is no longer available, we supply a comparable replacement that fits.

This warranty covers parts and shipping. It does not include labour or in-home service. Customers who purchased the optional 5-Year In-Home Protection plan are covered for in-home service under that plan's own terms.

What is not covered?

• Normal wear and tear: scuffs, scratches, dents, chips, fading, discolouration and surface marks
• Accidental damage, including impacts, spills and damage from moving or relocating the bed
• Damage from misuse or improper care: not following the opening and closing procedure, exceeding weight limits, improper assembly or disassembly, modifications, or unapproved cleaning products
• Damage from pets, moisture, heat sources or other environmental conditions
• Commercial, rental or institutional use
• The naturally occurring variations in finish described in the Disclaimer above

If a part is damaged for any of these reasons, we will still supply the replacement part. In that case the part is charged at our current parts price and the customer pays the shipping. You fit the part yourself, with the same instructions and support.

Who is covered?

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

How do I make an Olivia warranty claim?

• Email support@forwardfurniture.ca or call (236) 763-0673.
• Include your order number, a description of the issue, and clear photographs. For lift mechanism issues, a short video is very helpful.
• We will review your claim and reply within 2 business days to confirm whether the issue is covered.
• Parts in stock ship within 5 to 10 business days.

Our assessment is based on the photographs, video and description you provide. A part that failed under normal use is treated as a defect. Damage consistent with an impact, misuse or improper assembly is treated as the customer's responsibility.

This warranty is in addition to, and does not limit, your rights under applicable Canadian consumer protection law.

Warranty coverage by product

Olivia cabinet bed: lifetime warranty on factory defects in the cabinet, plus 1 year on the mattress. Bliss massage chair: 3 year warranty. Infrared saunas: 3 year warranty. All other products: 1 year manufacturer's warranty against factory defects. Returns on eligible online orders are issued as store credit.