Guest Care - Ashley HomeStore - Canada
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    • Contact Us

    • Our Promises

    • Warranties

    • Product Care

    • Delivery Service

    Contact our Guest Care team at 1-800-737-3233 or email us at service@ashleyhomestore.ca or click the Web Chat icon to chat live with one of our Guest Care Agents.

    Our hours of operation for Guest Care include:

    Customer Service Hours

    Monday to Friday: 09:00AM - 09:00PM CST

    Saturday: 09:00AM - 06:00PM CST

    Sunday: Closed

    Terms of Sale

    SALES TERMS & CONDITIONS

    Thank you for choosing Ashley HomeStore.

    PAYMENT TERMS

    Full payment is required at time of purchase. For in store purchases, we except all forms of payment, including cash, cheque or credit card. If you’d like to finance your purchase on our AFHS Card, please pay your delivery fees and taxes within 90 days of purchase. Financing terms will depend on the type of plan you’ve chosen and you’ll find complete details on your Consumer Finance Company Terms and Conditions.

    OUR 125% PRICE GUARANTEE

    We’re pleased to offer you an excellent price guarantee. If, within 30 days of purchase, you find an identical product at a lower price, advertised by a competitor under the same terms and conditions, in the same Canadian city (110 km radius), Ashley Furniture Homestore will refund you 125% of the difference (excludes clearance, Black Friday, Cyber Monday, Boxing Day and timed specials). We will price match any price advertised by our store for 30 days. All price matches exclude clearance, Black Friday, Cyber Monday, Boxing Day and timed specials.

    CANCELLATIONS AND RETURNS

    You are free to cancel your order, prior to delivery or pick-up within 48 hour of purchase (furniture, appliances, and mattresses). After 48 hours you can reselect your product anytime prior to possession without penalty or request a refund with a 10% administration fee. Appliances and mattresses cannot be returned or exchanged once the product is in the home. Once you have taken possession and you are not happy with your furniture purchase, you can within 48 hours of possession re-select with a 10% restocking fee or return the product with a 25% restocking fee. All furniture must be received in our distribution centre within 7 days of possession. Any Product Protection Plan Care Kits will be refunded if un-opened package is returned to our store. Refunds are processes with the same method of payment (excluding cheque or cash where reimbursement will be via company cheque within 7-10 business days).

    GETTING YOUR PRODUCT

    You may pick up your product from our local distribution centre (may be different from store location) or, if more convenient, you can purchase our professional delivery services.

    Our delivery option provides you with much more than just delivering your product to your home. We will open, assemble and inspect your product for you. Our delivery teams are careful to product your product and your home during delivery, but we do ask you to read the Delivery information section on the inside of your sales folder. If you need to change your original delivery date, please contact us to re-schedule, allowing at least 48 hours notice. If you need to reschedule with less than 48 hours notice, or if you’re not home when our delivery team arrives, an additional delivery fee will be payable before we can re-schedule. Of course, you can always choose to pick up your product from our warehouse location in your area. The day before delivery, we will call you with a 3-hour time frame during which you can expect our team, so you can better plan your day. The recipient present at that time of delivery must be of legal age.

    If you require, we can remove the old product from your home at time of delivery. Products are removed for one of like product. For instance, if you purchase a new refrigerator we would be happy to remove the old one. Please ensure that this service is included on your sales order prior to delivery.
    When you order several items, some maybe available sooner than others. You can certainly call us to pick up or arrange delivery of split orders but additional delivery fees will apply.

    When your order arrives, please inspect the product carefully. We’ll be glad to resolve any issues as soon as possible. However, you do have up to 48 hours after delivery to let us know of any concerns. Simply call us at 1-800-737-3233.
    When picking up product from our store or warehouse locations, our teams will be happy to help you load the product into your vehicle. You will be responsible for securing it for safe delivery to your home. When choosing pick-up, please remember that you will be responsible for assembly of all product. In the event that you find any detect or damage, you’ll need to report the problem within 48 hours and return the damaged item with the packaging to the original pick-up location for resolution.

    HOLDING YOUR PRODUCT

    We will order the product for you to arrive in time for your requested date. In the event that you need to move your delivery or pick-up dates simply contact us and although not guaranteed, we will do our best to accommodate your request. Product will be held for a period of 7 days past your original date. After 7 days your product may be released and re-ordered.

    POST SALES SERVICE

    We stand behind the products we sell and provide in-home and in-shop warranty service for our customers. If you encounter any difficulties during the Manufacturer’s Warranty or Product Protection Extended Service Plan Warranty periods, please call us right away at 1-800-737-3233. Our service teams will inspect and repair the product. If for some reason we’re unable to make a repair, an exchange or re-selection may be requested from the manufacturer or warranty provider, at their discretion.

     

    90 NIGHT COMFORT GUARANTEE

    When you purchase our 90 Night Comfort Guarantee you can exchange your mattress (boxspring excluded) within 90 nights from date of delivery. Complete details are included in your guarantee certificate.

    PEACE OF MIND PROMISE

    When you purchase our 4 year appliance or Protection Plan Plus warranty, and do not use it, the value of the warranty can be used for a future purchase of regular priced furniture or bedding valued at more than $1,000. Details are included in our Peace of Mind Promise Certificate.

    CLEARANCE

    All clearance product is sold “as is” and without a manufacturer’s warranty (excluding appliances that will come with a 1 year manufacturer’s warranty). No returns, re-selections or exchanges of clearance product are possible and they are not eligible for the 90 Night Comfort Guarantee or 30 Day Price Guarantee.

    ACCESSORIES

    You have the option to exchange accessories within 48 hours of purchase (no refunds). Product must be returned in original packaging with original sales receipt and price tags. Our accessories constantly change, so if you do not find something upon return, a credit will be placed on your account for future purchase.

    PRIVACY

    We are committed to respecting your privacy as outlined in our Privacy Policy.

    We are committed to keeping you informed about future sales and promotions, specifically customized to your prior purchases with us. If you do not wish to receive communication, please contact our Privacy Officer (at privacy@AshleyHomeStore.ca, or in writing to Ashley HomeStore Inc., 116 Nature Park Way, Winnipeg MB, R3P OXB) to be removed from our marketing lists. Please note: if you are removed from our lists, we cannot offer you the opportunity to participate in customer appreciation sales and promotional offers.

    THANK YOU

    Once again, thank you for choosing Ashley HomeStore.

    Product Protection Plans

    It's human nature to be protective of an important investment. That's why at Ashley HomeStore, we offer the best warranties in the business through Ashley Protection Plans.

    It's your job to relax and enjoy your new product. It is our job to protect it against whatever life may throw at it.

    The Ashley Protection Plan will do the worrying for you so you can relax and enjoy your furniture, appliances, electronics or mattresses.

    Visit the following websites for more information:

    Tutoris

    Signs of Genuine Leather: Showroom Conditions

    Brand Marks

    Found on virtually every hide, a brand mark varies from a letter or a number to a shape or image, and are usually one of the largest natural markings.

    If brand marks are smooth and add to the character of the leather, they will be placed on the sides or outside backs of leather furniture.

    Veins

    A cow’s blood vessels appear as irregular, marble like veins on a hide. Usually more visible in the neck and across the backbone, veins are often more prominent in older cows, and can also reflect the cow’s climate. You will find these in any position on leather furniture.

    Given that veins are closer to the underside of the cow’s hide, they appear most commonly in split leather.

    Scratches

    While deep and unhealed scars are cut out of the hide, thin surface scratches are part of the natural characteristic of leather. Healed scars are as strong as the rest of the hide. Healed scratches and scars can appear in any position on leather furniture.

    Wrinkles, Stretch Marks & Creases

    Wrinkles occur naturally wherever loose skin is located on the hide. They are typically found in the neck and shoulder, and can be common in belly areas. Wrinkles and stretch marks are typically places on the sides and back of leather furniture. Mild creases may appear anywhere on the piece.

     

     

    Bites and Pin Holes

    Mosquitos, ticks, flies, and parasites all take their pound of cow flesh, leaving behind small circular marks or tiny holes on a cow’s hide. Bites are a common occurrence on hides and leather furniture, but mostly innocuous and typically small. Bites and pin holes can appear anywhere on leather furniture.

     

    Leather Characteristrics

    Natural

    Leather is a natural skin, even when upholstered on furniture.

    Limited Elasticity

    It has limited elasticity and will soften and relax with use. All leathers will stretch and in most cases they will not return to their original shape.

    Comfort

    The elasticity / stretch of the leather is not a defect, this is the natural characteristics of leather. This does not affect the wear of the leather but it does increase the comfort!

     

    FAQ

    Do natural markings weaken leather?

    Not in the least. Natural markings won’t reduce the strength or performance of leather if skin damaged is fully healed.

    Where are natural markings found on leather product?

    The front of upholstered furniture is typically kept more uniform, with just small subtle markings. But the back, sides, and under cushion areas offer opportunity to include more unique markings.

     

    Can the colour of leather affect how visible marking are?

    Yes, dark colours tend to show fewer natural markings. Light colours bring them out.

     

     

    Are markings found on every piece of leather furniture?

    There are markings on every piece of leather that is used on upholstered furniture. Natural, full rain leather will show multiple markings while corrected grain leather will be a bit harder to see.

     

    Does a lot of markings mean it’s a cheaper hide?

    Quite the opposite actually. Few natural marking are found on low-cost leathers.

     

     

    I don’t want natural markings on my leather, but want quality leather.

    All top grain leathers offer good quality, but the best quality for each person is what’s best suited to their lifestyle and preference.

     

     

     

    Natural Imperfections of Wood

    Modern technology has improved much in the way furniture is produced. The one thing modern technology hasn't improved is wood. But then again, what's to improve?

    For hundreds of years, the pure beauty of wood furniture has made for treasured family heirlooms. Although beautiful, it is far from perfect.

    Remember, wood materials were once trees; breathing organisms that worked to survive. Every warp, knot, worm hole, unusual grain pattern or mineral streak is a testament to a tree’s life and the years it lived through. Each piece is as individual as a fingerprint and will take the stain slightly
    different, even two boards from the same tree. This in inherent to wood and is not a defect.

    Manufacturers strive to obtain a particular look to incorporate wood's imperfections and other slight irregularities into the finished product, especially casual styles like country and colonial. If such production flaws are objectionable, then perhaps the guest should be looking at something more formal.

    Wood will have gaps in the centre of leaf tables or at the ends where half tops and filler leaves meet.

    Solid wood will expand and contract due to humidity conditions in the home. The extent of the gapping will vary as humidity conditions change. Expansion and contraction cause these gaps and is a natural characteristic of solid wood.

    Not every piece of furniture will have patches or streaks, but that doesn’t make it better or worse than parts that do. The patches do not affect the integrity or quality of the wood, just how it looks. This wood still stands up to our high quality standards and is completely unique.

    Product troubleshooting tips

    Fabric care and cleaning

    • Weekly vacuuming or light brushing helps to remove soil and prevents the embedding or dirt between the fibers.
    • Rotate and turn your cushions after vacuuming to prevent excessive wear and soil patterns.
    • Never remove cushion covers for dry cleaning or machine-washing even though they have zippers.
    • Avoid the use of dyes, acids, corrosives, paints, inks, nail polish, and removers around your furniture.
    • Avoid placing newspapers on fabric since the ink could permanently stain the fabric.
    • Periodic cleaning by an authorized technician will ensure that gradual buildup of soil, perspiration and oils does not cause permanent damage and shorten the lift of your fabric-upholstered furniture.
    • Keep upholstered furniture away from direct sunlight to avoid fading.

    Microfiber care and cleaning

    • Vacuum your product with the attachment of a vacuum cleaner. Rotate and turn cushions after vacuuming to prevent excessive wear or soil patterns on one side only.
    • Never remove cushions for dry cleaning or machine-washing even though they have zippers.
    • Avoiding placing newspapers on Microfiber since the ink could permanently stain the product. Also, avoid placing your furniture in direct sunlight. All materials will fade over time when placed in direct sunlight.
    • Get to spills quickly. Use an absorbent white terry cloth and blot the stain. Do not scrub it as it may worsen it. Blot out until completely dry. Avoid the use of dyes, acids, corrosives, inks, nail polishers and removers around your furniture.
    • If you purchased the product protection plan, use the cleaner provided in the Protection Kit to wash stains or spots. Do not use bleaching products on your furniture, as this will discolor it. Use as little cleaner on the furniture as possible. Blot on then blot off, no scrubbing.
    • Carpet washers that have attachments can cause the Microfiber to wrinkle and shrink. Avoid this and instead have a professional handle deep cleaning.
    • Have your product cleaned professionally by an authorized technician periodically to deal with the gradual buildup of soil, perspiration, and oils.

    Leather care and cleaning

    • Dust your furniture weekly
    • If you purchased the product protection plan, four times a year after full cleaning and spot cleaning, apply our Leather Care Protection Lotion to renew the original protection level. Reapply the Leather Care Protection Lotion to all high usage and skin contact areas like seats, arms, front railing and inside backs.

    Bi Cast care and cleaning

    • Vacuum your product weekly with the attachment of a vacuum cleaner. Rotate and turn cushions after vacuuming to prevent excessive wear or soil patterns on one side only.
    • Never remove cushions for dry cleaning or machine-washing even though they have zippers.
    • Avoiding placing newspapers on since the ink could permanently stain the product. Also, avoid placing your furniture in direct sunlight. All materials will fade over time when placed in direct sunlight.
    • Get to spills quickly. Use an absorbent white terry cloth and blot the stain. Do not scrub it as it may worsen it. Blot out until completely dry. Avoid the use of dyes, acids, corrosives, inks, nail polishers and removers around your furniture.
    • If you purchased the product protection plan, use the cleaner provided in the Protection Kit to wash stains or spots. Do not use bleaching products on your furniture, as this will discolor it. Use as little cleaner on the furniture as possible. Blot on then blot off, no scrubbing.
    • Carpet washers that have attachments can cause the material to wrinkle and shrink. Avoid this and instead have a professional handle deep cleaning.
    • Have your product cleaned professionally by an authorized technician periodically to deal with the gradual buildup of soil, perspiration, and oils.

    Vinyl care and cleaning

    • Vacuum your product weekly with the attachment of a vacuum cleaner. Rotate and turn cushions after vacuuming to prevent excessive wear or soil patterns on one side only.
    • Never remove cushions for dry cleaning or machine-washing even though they have zippers.
    • Avoiding placing newspapers on material since the ink could permanently stain the product. Also, avoid placing your furniture in direct sunlight. All materials will fade over time when placed in direct sunlight.
    • Get to spills quickly. Use an absorbent white terry cloth and blot the stain. Do not scrub it as it may worsen it. Blot out until completely dry. Avoid the use of dyes, acids, corrosives, inks, nail polishers and removers around your furniture.
    • If you purchased the product protection plan, use the cleaner provided in the Protection Kit to wash stains or spots. Do not use bleaching products on your furniture, as this will discolor it. Use as little cleaner on the furniture as possible. Blot on then blot off, no scrubbing.
    • Carpet washers that have attachments can cause the material to wrinkle and shrink. Avoid this and instead have a professional handle deep cleaning.
    • Have your product cleaned professionally by an authorized technician periodically to deal with the gradual buildup of soil, perspiration, and oils.

    Wood care and cleaning

    • Moderate to serious damage of fine wood furniture requires the help of a professional.
    • To remove cloudiness, Run surface with a cloth dipper in a solution of one tablespoon of white vinegar to one quart of water. Rub with the grain until the surface is completely dry. If you purchased the product protection plan, follow with application of our Wood Cleaners or furniture polish.
    • To remove water rings, rub with a mixture of equal parts white vinegar and cooking oil. Rub with the grain.
    • To remove candle wax drippings, gently scrape off excess wax. Hold a hair dryer over the remaining wax on its power level. The wax will eventually liquefy enough to remove with a dull edge knife. Follow with application of furniture polish.
    • Keep furniture away from heating and air conditioning sources to prevent loss of moisture in wood, and out of direct sunlight to avoid bleaching of wood.
    • To prevent gouging and scratching, use felt backing on lamps, ashtrays, and accessories.
    • Always use place mats under plates, hot pads under serving dishes, and coasters under hot and cold drinks.
    • Do not set synthetics, rubber or plastic directly on wood finishes as they may contain chemicals that will damage the finish.
    • Do not place newspapers and magazines on wood surfaces as the ink will bleed into the finish and eventually damage the wood.

    Bedding Care and cleaning

    Do's

    • Rotate your mattress as needed, this will promote even wear.
    • Use an appropriate frame and center support on Queen- and King-size sets to ensure validation of your warranty.
    • Let your new sleep set “air” upon removal from its plastic packaging. Discard the plastic wrapping on your mattress as soon as possible
    • Keep your bedding clean and use a mattress pad. Stains, soiling, fluid penetration or other signs of abuse may void the warranty and make your bedding ineligible for repair or replacement.
    • If you need to store your mattress for an extended period, please store it flat.

    Don'ts

    • Remove the law tag at the end of your mattress as this has the identification needed to establish your warranty rights.
    • Bend excessively or jump on your mattress under any circumstances. Such treatment may damage the mattress or box spring.
    • Use cleaning fluids on your mattress. The chemicals may damage some of the materials.
    • Allow your mattress to get wet. Any liquids, water or other fluids may damage upholstery causing materials to compress.
    • Lift your mattress by the handles (if included). Handles are designed to position the mattress only.

    Appliances

    Please refer to the troubleshooting section of your owner’s manual and attempt the solutions for common problems. Here are some common problems you may be having with your appliance.

    Appliance is not working

    • Verify that the appliance is plugged in. Unplug and then plug the power cord back into the outlet to ensure you have a good connection.
    • If there is still no power in your fridge, microwave, or washing machine, confirm that the plug is working. These appliances use a regular 110 plug. Take a small lamp or appliance and plug it into the outlet. Often large appliances are placed on their own breaker so you will not notice if it is tripped.
    • For ranges, cook tops, built-in ovens, dryers and dishwashers, double check your breaker to ensure it has not been tripped. A helpful hint – built in ovens often have an additional breaker switch located somewhere above the oven

    Dishwashers

    • Are you using the recommended dishwashing soap and rinse agent as outlined in the Manufacturer’s user guide? If not, try this first. These are important to get maximum results from your appliance. Note: wrong type of detergent can lead to a leaking dishwasher.
    • If the machine is making a “strange noise”, check the bottom of the dishwasher and remove any filters at the bottom. Often a small piece of cutlery, plastic, bones, paper, etc. may fall to the bottom and get caught in the filter system.

    Laundry

    • Are you using the recommended laundry soap (e.g. High Efficiency) as outlined in the Manufacturer’s user guide? If not, try this first.
    • Have you completed the recommended maintenance as per your owner’s manual (e.g. afresh cycle, clean lint trays and vents)?
    • Are the water hoses attached properly?
    • Is there a “error” code that appears on the electronic display? If yes, try accessing the code from the manufacturer website for troubleshooting

    Refrigeration

    • Place a temperature gauge in the fridge or freezer and DO NOT open the door for 8 hours. Often when we feel it is not cooling properly, we open it more often to check which does not allow the fridge to cool to the right temperature. Keep the refrigerator temperature at or below 40° F (4° C). The freezer temperature should be 0° F (-18° C).
    • Remove any items that are directly against the back of the freezer. If the vents in the freezer are blocked with food, it will limit the appliances ability to generate cool air (all cool air is created in the freezer portion!).
    • Check the temperature settings in both the freezer and the fridge. Sometimes we accidently move settings when we place or remove items from the fridge.
    • If your freezer feels slightly warmer but the fridge is fine, or if it takes a bit longer for your freezer to cool, wait 8 hours. Why? Your fridge might be going through the automatic frost-free cycle. What happens is the cooling unit is heated slightly to ensure that there is no buildup of frost

    Ashley HomeStore is incredibly proud to offer you our professional delivery services. We offer Free Local Shipping and White Glove Delivery. Below you will find full details on both services including videos to help you make the right choice for you.  

    Do you have a delivery on its way? The day of your scheduled appointment, you can track your delivery in real-time using our Dispatch Tracker. You'll be able to see just how soon our delivery team will be at your door.

    We want to ensure your new furniture is delivered successfully. This guide provides important measuring and obstruction information you should consider before you purchase your furniture and have it delivered.

    If you prefer having everything taken care of in one step, our White Glove Delivery will be best for you. Your purchase will be inspected, delivered fully assembled, and placed as it will be used within your home. Once everything is ready to go, all packaging materials will be removed and recycled. This service includes 1 for 1 repositioning within your home. Deliveries outside of Ontario include 1 for 1 repositioning or removal of old item. For the removal service, it is required to be a like item. For instance, if you purchase a new refrigerator, we would be happy to remove the old one. Please ensure this service is added to your sales order when we call to book your delivery so our delivery teams have time and room in their truck to complete.

    Our delivery teams are not only knowledgeable, efficient and courteous, they're equipped with technology to serve you better. The tablets used by our delivery teams provide a real-time connection to our Guest Care on the state of delivery and the product. We take photos of every product we deliver to document the condition and ask for your signature to confirm your satisfaction. If anything needs to be addressed, we can be in direct contact with our team and get parts ordered, repair technicians scheduled and the process started while still in your home so you get your product in showroom condition sooner.

    White Glove Delivery Pricing
    Funiture Total Amount* Delivery Fee**
    0 - $999 $99.99
    $1000 - $1999 $149.99
    $2000 - $2999 $199.99
    $3000 - $3999 $249.99
    $4000+ $299.99
    Bedding only $99.99

    Note:

    * If there is furniture on the order, the delivery fee is based on the furniture total amount only, not including bedding. PPP, mattress pads, administration fees, and taxes do not count towards the furniture total amount.

    ** Additional $50 added to the Delivery Fee when shipping address is out of town. There is a $99 surcharge for missed appointments. If you need to reschedule with less than 48 hour notice, or you're not home when our delivery team arrives, an additional delivery fee will be payable before we can reschedule.

    If you need to change your original delivery date, please contact us to reschedule, allowing at least 48 hour notice.

    If you have any questions, please contact us at 1-800-737-3233.

    Sometimes the only thing stopping you from taking care of your purchase delivery is the inability to transport it due to its size. With our Free Local Shipping, your purchase will be dropped off immediately inside an accessible entryway of your home in the manufacturers packaging. In the case of condo or apartment shipping, your items will be placed in the lobby or designated loading area. From there, you take care of the additional moving, set-up, assembly, and recycling of packaging materials.

    To consider:

    • Ensure you have all necessary tools to complete the required set-up and assembly. Consider whether you need other items repositioned or removed from your home. Packaging materials can often be bulky and require proper disposal.
    •  

    See the chart below for estimated assembly times for various products:

    Assembly Times and Level of Difficulty
    Item Approx Assembly Time
    Occasional Tables 15-30 mins per piece
    Dinettes 30-60 mins per set
    Dining Chairs 15-30 mins per piece
    Bedroom Pieces 15-30 mins per piece
    TV Stand 45-60 mins per piece

    GTA area – available Wednesday, Thursday, and Friday only.
    Other locations – No weekend or evening appointments available.
     
    There is a $99 surcharge for out of town deliveries or missed appointments.

    Contact Us

    Contact our Guest Care team at 1-800-737-3233 or email us at service@ashleyhomestore.ca or click the Web Chat icon to chat live with one of our Guest Care Agents.

    Our hours of operation for Guest Care include:

    Customer Service Hours

    Monday to Friday: 09:00AM - 09:00PM CST

    Saturday: 09:00AM - 06:00PM CST

    Sunday: Closed

    Our Promises

    Terms of Sale

    SALES TERMS & CONDITIONS 

    Thank you for choosing Ashley HomeStore.

    PAYMENT TERMS

    Full payment is required at time of purchase. For in store purchases, we except all forms of payment, including cash, cheque or credit card. If you’d like to finance your purchase on our AFHS Card, please pay your delivery fees and taxes within 90 days of purchase. Financing terms will depend on the type of plan you’ve chosen and you’ll find complete details on your Consumer Finance Company Terms and Conditions.

    OUR 125% PRICE GUARANTEE

    We’re pleased to offer you an excellent price guarantee. If, within 30 days of purchase, you find an identical product at a lower price, advertised by a competitor under the same terms and conditions, in the same Canadian city (110 km radius), Ashley Furniture Homestore will refund you 125% of the difference (excludes clearance, Black Friday, Cyber Monday, Boxing Day and timed specials). We will price match any price advertised by our store for 30 days. All price matches exclude clearance, Black Friday, Cyber Monday, Boxing Day and timed specials.

    CANCELLATIONS AND RETURNS

    You are free to cancel your order, prior to delivery or pick-up within 48 hour of purchase (furniture, appliances, and mattresses). After 48 hours you can reselect your product anytime prior to possession without penalty or request a refund with a 10% administration fee. Appliances and mattresses cannot be returned or exchanged once the product is in the home. Once you have taken possession and you are not happy with your furniture purchase, you can within 48 hours of possession re-select with a 10% restocking fee or return the product with a 25% restocking fee. All furniture must be received in our distribution centre within 7 days of possession. Any Product Protection Plan Care Kits will be refunded if un-opened package is returned to our store. Refunds are processes with the same method of payment (excluding cheque or cash where reimbursement will be via company cheque within 7-10 business days).

    GETTING YOUR PRODUCT

    You may pick up your product from our local distribution centre (may be different from store location) or, if more convenient, you can purchase our professional delivery services.

    Our delivery option provides you with much more than just delivering your product to your home. We will open, assemble and inspect your product for you. Our delivery teams are careful to product your product and your home during delivery, but we do ask you to read the Delivery information section on the inside of your sales folder. If you need to change your original delivery date, please contact us to re-schedule, allowing at least 48 hours notice. If you need to reschedule with less than 48 hours notice, or if you’re not home when our delivery team arrives, an additional delivery fee will be payable before we can re-schedule. Of course, you can always choose to pick up your product from our warehouse location in your area. The day before delivery, we will call you with a 3-hour time frame during which you can expect our team, so you can better plan your day. The recipient present at that time of delivery must be of legal age.

    If you require, we can remove the old product from your home at time of delivery. Products are removed for one of like product. For instance, if you purchase a new refrigerator we would be happy to remove the old one. Please ensure that this service is included on your sales order prior to delivery.
    When you order several items, some maybe available sooner than others. You can certainly call us to pick up or arrange delivery of split orders but additional delivery fees will apply.

    When your order arrives, please inspect the product carefully. We’ll be glad to resolve any issues as soon as possible. However, you do have up to 48 hours after delivery to let us know of any concerns. Simply call us at 1-800-737-3233.
    When picking up product from our store or warehouse locations, our teams will be happy to help you load the product into your vehicle. You will be responsible for securing it for safe delivery to your home. When choosing pick-up, please remember that you will be responsible for assembly of all product. In the event that you find any detect or damage, you’ll need to report the problem within 48 hours and return the damaged item with the packaging to the original pick-up location for resolution.

    HOLDING YOUR PRODUCT

    We will order the product for you to arrive in time for your requested date. In the event that you need to move your delivery or pick-up dates simply contact us and although not guaranteed, we will do our best to accommodate your request. Product will be held for a period of 7 days past your original date. After 7 days your product may be released and re-ordered.

    POST SALES SERVICE

    We stand behind the products we sell and provide in-home and in-shop warranty service for our customers. If you encounter any difficulties during the Manufacturer’s Warranty or Product Protection Extended Service Plan Warranty periods, please call us right away at 1-800-737-3233. Our service teams will inspect and repair the product. If for some reason we’re unable to make a repair, an exchange or re-selection may be requested from the manufacturer or warranty provider, at their discretion.

     

    90 NIGHT COMFORT GUARANTEE

    When you purchase our 90 Night Comfort Guarantee you can exchange your mattress (boxspring excluded) within 90 nights from date of delivery. Complete details are included in your guarantee certificate.

    PEACE OF MIND PROMISE

    When you purchase our 4 year appliance or Protection Plan Plus warranty, and do not use it, the value of the warranty can be used for a future purchase of regular priced furniture or bedding valued at more than $1,000. Details are included in our Peace of Mind Promise Certificate.

    CLEARANCE

    All clearance product is sold “as is” and without a manufacturer’s warranty (excluding appliances that will come with a 1 year manufacturer’s warranty). No returns, re-selections or exchanges of clearance product are possible and they are not eligible for the 90 Night Comfort Guarantee or 30 Day Price Guarantee.

    ACCESSORIES

    You have the option to exchange accessories within 48 hours of purchase (no refunds). Product must be returned in original packaging with original sales receipt and price tags. Our accessories constantly change, so if you do not find something upon return, a credit will be placed on your account for future purchase.

    PRIVACY

    We are committed to respecting your privacy as outlined in our Privacy Policy.

    We are committed to keeping you informed about future sales and promotions, specifically customized to your prior purchases with us. If you do not wish to receive communication, please contact our Privacy Officer (at privacy@AshleyHomeStore.ca, or in writing to Ashley HomeStore Inc., 116 Nature Park Way, Winnipeg MB, R3P OXB) to be removed from our marketing lists. Please note: if you are removed from our lists, we cannot offer you the opportunity to participate in customer appreciation sales and promotional offers.

    THANK YOU

    Once again, thank you for choosing Ashley HomeStore.

    Warranties

    Product Protection Plans

    It's human nature to be protective of an important investment. That's why at Ashley HomeStore, we offer the best warranties in the business through Ashley Protection Plans.

    It's your job to relax and enjoy your new product. It is our job to protect it against whatever life may throw at it.

    The Ashley Protection Plan will do the worrying for you so you can relax and enjoy your furniture, appliances, electronics or mattresses.

    Visit the following websites for more information:

    Tutoris

    Signs of Genuine Leather: Showroom Conditions

    Brand Marks

    Found on virtually every hide, a brand mark varies from a letter or a number to a shape or image, and are usually one of the largest natural markings.

    If brand marks are smooth and add to the character of the leather, they will be placed on the sides or outside backs of leather furniture.

    Veins

    A cow’s blood vessels appear as irregular, marble like veins on a hide. Usually more visible in the neck and across the backbone, veins are often more prominent in older cows, and can also reflect the cow’s climate. You will find these in any position on leather furniture.

    Given that veins are closer to the underside of the cow’s hide, they appear most commonly in split leather.

    Scratches

    While deep and unhealed scars are cut out of the hide, thin surface scratches are part of the natural characteristic of leather. Healed scars are as strong as the rest of the hide. Healed scratches and scars can appear in any position on leather furniture.

    Wrinkles, Stretch Marks & Creases

    Wrinkles occur naturally wherever loose skin is located on the hide. They are typically found in the neck and shoulder, and can be common in belly areas. Wrinkles and stretch marks are typically places on the sides and back of leather furniture. Mild creases may appear anywhere on the piece.

     

     

    Bites and Pin Holes

    Mosquitos, ticks, flies, and parasites all take their pound of cow flesh, leaving behind small circular marks or tiny holes on a cow’s hide. Bites are a common occurrence on hides and leather furniture, but mostly innocuous and typically small. Bites and pin holes can appear anywhere on leather furniture.

     

    Leather Characteristrics

    Natural

    Leather is a natural skin, even when upholstered on furniture.

    Limited Elasticity

    It has limited elasticity and will soften and relax with use. All leathers will stretch and in most cases they will not return to their original shape.

    Comfort

    The elasticity / stretch of the leather is not a defect, this is the natural characteristics of leather. This does not affect the wear of the leather but it does increase the comfort!

     

    FAQ

    Do natural markings weaken leather?

    Not in the least. Natural markings won’t reduce the strength or performance of leather if skin damaged is fully healed.

    Where are natural markings found on leather product?

    The front of upholstered furniture is typically kept more uniform, with just small subtle markings. But the back, sides, and under cushion areas offer opportunity to include more unique markings.

     

    Can the colour of leather affect how visible marking are?

    Yes, dark colours tend to show fewer natural markings. Light colours bring them out.

     

     

    Are markings found on every piece of leather furniture?

    There are markings on every piece of leather that is used on upholstered furniture. Natural, full rain leather will show multiple markings while corrected grain leather will be a bit harder to see.

     

    Does a lot of markings mean it’s a cheaper hide?

    Quite the opposite actually. Few natural marking are found on low-cost leathers.

     

     

    I don’t want natural markings on my leather, but want quality leather.

    All top grain leathers offer good quality, but the best quality for each person is what’s best suited to their lifestyle and preference.

     

     

     

    Natural Imperfections of Wood

    Modern technology has improved much in the way furniture is produced. The one thing modern technology hasn't improved is wood. But then again, what's to improve?

    For hundreds of years, the pure beauty of wood furniture has made for treasured family heirlooms. Although beautiful, it is far from perfect.

    Remember, wood materials were once trees; breathing organisms that worked to survive. Every warp, knot, worm hole, unusual grain pattern or mineral streak is a testament to a tree’s life and the years it lived through. Each piece is as individual as a fingerprint and will take the stain slightly
    different, even two boards from the same tree. This in inherent to wood and is not a defect.

    Manufacturers strive to obtain a particular look to incorporate wood's imperfections and other slight irregularities into the finished product, especially casual styles like country and colonial. If such production flaws are objectionable, then perhaps the guest should be looking at something more formal.

    Wood will have gaps in the centre of leaf tables or at the ends where half tops and filler leaves meet.

    Solid wood will expand and contract due to humidity conditions in the home. The extent of the gapping will vary as humidity conditions change. Expansion and contraction cause these gaps and is a natural characteristic of solid wood.

    Not every piece of furniture will have patches or streaks, but that doesn’t make it better or worse than parts that do. The patches do not affect the integrity or quality of the wood, just how it looks. This wood still stands up to our high quality standards and is completely unique.

    Product Care

    Product Troubleshoot Tips

    Fabric care and cleaning

    • Weekly vacuuming or light brushing helps to remove soil and prevents the embedding or dirt between the fibers.
    • Rotate and turn your cushions after vacuuming to prevent excessive wear and soil patterns.
    • Never remove cushion covers for dry cleaning or machine-washing even though they have zippers.
    • Avoid the use of dyes, acids, corrosives, paints, inks, nail polish, and removers around your furniture.
    • Avoid placing newspapers on fabric since the ink could permanently stain the fabric.
    • Periodic cleaning by an authorized technician will ensure that gradual buildup of soil, perspiration and oils does not cause permanent damage and shorten the lift of your fabric-upholstered furniture.
    • Keep upholstered furniture away from direct sunlight to avoid fading.

    Microfiber care and cleaning

    • Vacuum your product with the attachment of a vacuum cleaner. Rotate and turn cushions after vacuuming to prevent excessive wear or soil patterns on one side only.
    • Never remove cushions for dry cleaning or machine-washing even though they have zippers.
    • Avoiding placing newspapers on Microfiber since the ink could permanently stain the product. Also, avoid placing your furniture in direct sunlight. All materials will fade over time when placed in direct sunlight.
    • Get to spills quickly. Use an absorbent white terry cloth and blot the stain. Do not scrub it as it may worsen it. Blot out until completely dry. Avoid the use of dyes, acids, corrosives, inks, nail polishers and removers around your furniture.
    • If you purchased the product protection plan, use the cleaner provided in the Protection Kit to wash stains or spots. Do not use bleaching products on your furniture, as this will discolor it. Use as little cleaner on the furniture as possible. Blot on then blot off, no scrubbing.
    • Carpet washers that have attachments can cause the Microfiber to wrinkle and shrink. Avoid this and instead have a professional handle deep cleaning.
    • Have your product cleaned professionally by an authorized technician periodically to deal with the gradual buildup of soil, perspiration, and oils.

    Leather care and cleaning

    • Dust your furniture weekly
    • If you purchased the product protection plan, four times a year after full cleaning and spot cleaning, apply our Leather Care Protection Lotion to renew the original protection level. Reapply the Leather Care Protection Lotion to all high usage and skin contact areas like seats, arms, front railing and inside backs.

    Bi Cast care and cleaning

    • Vacuum your product weekly with the attachment of a vacuum cleaner. Rotate and turn cushions after vacuuming to prevent excessive wear or soil patterns on one side only.
    • Never remove cushions for dry cleaning or machine-washing even though they have zippers.
    • Avoiding placing newspapers on since the ink could permanently stain the product. Also, avoid placing your furniture in direct sunlight. All materials will fade over time when placed in direct sunlight.
    • Get to spills quickly. Use an absorbent white terry cloth and blot the stain. Do not scrub it as it may worsen it. Blot out until completely dry. Avoid the use of dyes, acids, corrosives, inks, nail polishers and removers around your furniture.
    • If you purchased the product protection plan, use the cleaner provided in the Protection Kit to wash stains or spots. Do not use bleaching products on your furniture, as this will discolor it. Use as little cleaner on the furniture as possible. Blot on then blot off, no scrubbing.
    • Carpet washers that have attachments can cause the material to wrinkle and shrink. Avoid this and instead have a professional handle deep cleaning.
    • Have your product cleaned professionally by an authorized technician periodically to deal with the gradual buildup of soil, perspiration, and oils.

    Vinyl care and cleaning

    • Vacuum your product weekly with the attachment of a vacuum cleaner. Rotate and turn cushions after vacuuming to prevent excessive wear or soil patterns on one side only.
    • Never remove cushions for dry cleaning or machine-washing even though they have zippers.
    • Avoiding placing newspapers on material since the ink could permanently stain the product. Also, avoid placing your furniture in direct sunlight. All materials will fade over time when placed in direct sunlight.
    • Get to spills quickly. Use an absorbent white terry cloth and blot the stain. Do not scrub it as it may worsen it. Blot out until completely dry. Avoid the use of dyes, acids, corrosives, inks, nail polishers and removers around your furniture.
    • If you purchased the product protection plan, use the cleaner provided in the Protection Kit to wash stains or spots. Do not use bleaching products on your furniture, as this will discolor it. Use as little cleaner on the furniture as possible. Blot on then blot off, no scrubbing.
    • Carpet washers that have attachments can cause the material to wrinkle and shrink. Avoid this and instead have a professional handle deep cleaning.
    • Have your product cleaned professionally by an authorized technician periodically to deal with the gradual buildup of soil, perspiration, and oils.

    Wood care and cleaning

    • Moderate to serious damage of fine wood furniture requires the help of a professional.
    • To remove cloudiness, Run surface with a cloth dipper in a solution of one tablespoon of white vinegar to one quart of water. Rub with the grain until the surface is completely dry. If you purchased the product protection plan, follow with application of our Wood Cleaners or furniture polish.
    • To remove water rings, rub with a mixture of equal parts white vinegar and cooking oil. Rub with the grain.
    • To remove candle wax drippings, gently scrape off excess wax. Hold a hair dryer over the remaining wax on its power level. The wax will eventually liquefy enough to remove with a dull edge knife. Follow with application of furniture polish.
    • Keep furniture away from heating and air conditioning sources to prevent loss of moisture in wood, and out of direct sunlight to avoid bleaching of wood.
    • To prevent gouging and scratching, use felt backing on lamps, ashtrays, and accessories.
    • Always use place mats under plates, hot pads under serving dishes, and coasters under hot and cold drinks.
    • Do not set synthetics, rubber or plastic directly on wood finishes as they may contain chemicals that will damage the finish.
    • Do not place newspapers and magazines on wood surfaces as the ink will bleed into the finish and eventually damage the wood.

    Bedding Care and cleaning

    Do's

    • Rotate your mattress as needed, this will promote even wear.
    • Use an appropriate frame and center support on Queen- and King-size sets to ensure validation of your warranty.
    • Let your new sleep set “air” upon removal from its plastic packaging. Discard the plastic wrapping on your mattress as soon as possible
    • Keep your bedding clean and use a mattress pad. Stains, soiling, fluid penetration or other signs of abuse may void the warranty and make your bedding ineligible for repair or replacement.
    • If you need to store your mattress for an extended period, please store it flat.

    Don'ts

    • Remove the law tag at the end of your mattress as this has the identification needed to establish your warranty rights.
    • Bend excessively or jump on your mattress under any circumstances. Such treatment may damage the mattress or box spring.
    • Use cleaning fluids on your mattress. The chemicals may damage some of the materials.
    • Allow your mattress to get wet. Any liquids, water or other fluids may damage upholstery causing materials to compress.
    • Lift your mattress by the handles (if included). Handles are designed to position the mattress only.

    Appliances

    Please refer to the troubleshooting section of your owner’s manual and attempt the solutions for common problems. Here are some common problems you may be having with your appliance.

    Appliance is not working

    • Verify that the appliance is plugged in. Unplug and then plug the power cord back into the outlet to ensure you have a good connection.
    • If there is still no power in your fridge, microwave, or washing machine, confirm that the plug is working. These appliances use a regular 110 plug. Take a small lamp or appliance and plug it into the outlet. Often large appliances are placed on their own breaker so you will not notice if it is tripped.
    • For ranges, cook tops, built-in ovens, dryers and dishwashers, double check your breaker to ensure it has not been tripped. A helpful hint – built in ovens often have an additional breaker switch located somewhere above the oven

    Dishwashers

    • Are you using the recommended dishwashing soap and rinse agent as outlined in the Manufacturer’s user guide? If not, try this first. These are important to get maximum results from your appliance. Note: wrong type of detergent can lead to a leaking dishwasher.
    • If the machine is making a “strange noise”, check the bottom of the dishwasher and remove any filters at the bottom. Often a small piece of cutlery, plastic, bones, paper, etc. may fall to the bottom and get caught in the filter system.

    Laundry

    • Are you using the recommended laundry soap (e.g. High Efficiency) as outlined in the Manufacturer’s user guide? If not, try this first.
    • Have you completed the recommended maintenance as per your owner’s manual (e.g. afresh cycle, clean lint trays and vents)?
    • Are the water hoses attached properly?
    • Is there a “error” code that appears on the electronic display? If yes, try accessing the code from the manufacturer website for troubleshooting

    Refrigeration

    • Place a temperature gauge in the fridge or freezer and DO NOT open the door for 8 hours. Often when we feel it is not cooling properly, we open it more often to check which does not allow the fridge to cool to the right temperature. Keep the refrigerator temperature at or below 40° F (4° C). The freezer temperature should be 0° F (-18° C).
    • Remove any items that are directly against the back of the freezer. If the vents in the freezer are blocked with food, it will limit the appliances ability to generate cool air (all cool air is created in the freezer portion!).
    • Check the temperature settings in both the freezer and the fridge. Sometimes we accidently move settings when we place or remove items from the fridge.
    • If your freezer feels slightly warmer but the fridge is fine, or if it takes a bit longer for your freezer to cool, wait 8 hours. Why? Your fridge might be going through the automatic frost-free cycle. What happens is the cooling unit is heated slightly to ensure that there is no buildup of frost

    Delivery Service

    Ashley HomeStore is incredibly proud to offer you our professional delivery services. We offer Free Local Shipping and White Glove Delivery. Below you will find full details on both services including videos to help you make the right choice for you.  

    Do you have a delivery on its way? The day of your scheduled appointment, you can track your delivery in real-time using our Dispatch Tracker. You'll be able to see just how soon our delivery team will be at your door.

    We want to ensure your new furniture is delivered successfully. This guide provides important measuring and obstruction information you should consider before you purchase your furniture and have it delivered.

    If you prefer having everything taken care of in one step, our White Glove Delivery will be best for you. Your purchase will be inspected, delivered fully assembled, and placed as it will be used within your home. Once everything is ready to go, all packaging materials will be removed and recycled. This service includes 1 for 1 repositioning within your home. Deliveries outside of Ontario include 1 for 1 repositioning or removal of old item. For the removal service, it is required to be a like item. For instance, if you purchase a new refrigerator, we would be happy to remove the old one. Please ensure this service is added to your sales order when we call to book your delivery so our delivery teams have time and room in their truck to complete.

    Our delivery teams are not only knowledgeable, efficient and courteous, they're equipped with technology to serve you better. The tablets used by our delivery teams provide a real-time connection to our Guest Care on the state of delivery and the product. We take photos of every product we deliver to document the condition and ask for your signature to confirm your satisfaction. If anything needs to be addressed, we can be in direct contact with our team and get parts ordered, repair technicians scheduled and the process started while still in your home so you get your product in showroom condition sooner.

    White Glove Delivery Pricing
    Funiture Total Amount* Delivery Fee**
    0 - $999 $99.99
    $1000 - $1999 $149.99
    $2000 - $2999 $199.99
    $3000 - $3999 $249.99
    $4000+ $299.99
    Bedding only $99.99

    Note:

    * If there is furniture on the order, the delivery fee is based on the furniture total amount only, not including bedding. PPP, mattress pads, administration fees, and taxes do not count towards the furniture total amount.

    ** Additional $50 added to the Delivery Fee when shipping address is out of town. There is a $99 surcharge for missed appointments. If you need to reschedule with less than 48 hour notice, or you're not home when our delivery team arrives, an additional delivery fee will be payable before we can reschedule.

    If you need to change your original delivery date, please contact us to reschedule, allowing at least 48 hour notice.

    If you have any questions, please contact us at 1-800-737-3233.

    Sometimes the only thing stopping you from taking care of your purchase delivery is the inability to transport it due to its size. With our Free Local Shipping, your purchase will be dropped off immediately inside an accessible entryway of your home in the manufacturers packaging. In the case of condo or apartment shipping, your items will be placed in the lobby or designated loading area. From there, you take care of the additional moving, set-up, assembly, and recycling of packaging materials.

    To consider:

    • Ensure you have all necessary tools to complete the required set-up and assembly. Consider whether you need other items repositioned or removed from your home. Packaging materials can often be bulky and require proper disposal.
    •  

    See the chart below for estimated assembly times for various products:

    Assembly Times and Level of Difficulty
    Item Approx Assembly Time
    Occasional Tables 15-30 mins per piece
    Dinettes 30-60 mins per set
    Dining Chairs 15-30 mins per piece
    Bedroom Pieces 15-30 mins per piece
    TV Stand 45-60 mins per piece

    GTA area – available Wednesday, Thursday, and Friday only.
    Other locations – No weekend or evening appointments available.
     
    There is a $99 surcharge for out of town deliveries or missed appointments.

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