Customer Service

Specials / In-Stock Product Terms & Conditions

We take pride in the products we sell and the customer service we offer.  Please take the time to read the following information to ensure your purchase is as smooth as possible.

Return Policy
Stock orders have a 15-day return policy from date of delivery.  All cancellations and returns, whether for refund, exchange, or credit, require that proof of purchase be presented and that the merchandise be in the same condition as it was at the time originally received by the customer.  An inspection of returned merchandise will occur before a refund is issued.  All service, finance and delivery fees are non-refundable and an additional pick-up charge will apply if the merchandise is returning using our services.

Refund Policy
Refunds will occur in the tender paid.  No cash refunds will be issued. 

Delivery Policy

Delivery Fees:

Delivery available in local markets in Eastern Ontario, including Ottawa, Kingston and Gatineau in Western Quebec.

  • In town (Ottawa/Gatineau and Kingston): $99.95 plus taxes
  • Out of town (Eastern Ontario and Western Quebec): $149.95 plus taxes

Once purchase is complete, you can expect a call to schedule delivery or pick-up within one (1) business days.  La-Z-Boy will uncrate, inspect, and set up all furniture that is scheduled for delivery (excluding any items being mounted to a wall or items requiring electrical connection).  If the delivery team moves any personal product, we will not be responsible for damage of dwelling and/or product.  The buyer is responsible for ensuring the furniture will fit into the home and/or room.  Please ensure the room is ready and all entrances are clear of delicate items.  It is the responsibility of the buyer to ensure proper disposal of all discarded furniture unless requested as a landfill service from La-Z-Boy. 

There is a minimum landfill fee for every one (1) piece removed from the home. 

$40.00 plus taxes per piece - recycle, donate or dispose of old piece
$50.00 for mattresses and sofa beds

Any concerns upon delivery should be addressed with a picture and note taken by the delivery team's mobile device, and immediately notifying customer service. Your satisfaction is important and we will make every effort to address your concerns promptly.

Once all product is received in good order, La-Z-Boy is not responsible if the buyer moves the furniture and damages occur after delivery has been completed.  All building and/or elevator access is the responsibility of the buyer to schedule. In the event that the delivery team questions the possibility of the merchandise fitting easily into the home, the delivery team will require a Damage Waiver signed by the buyer.  Please inspect your purchase upon arrival.  All claims must be made within 24 hours upon receiving your delivery. After this time from date of receipt, merchandise shall be deemed received free from damage and will be the buyer's responsibility for repair.  

La-Z-Boy delivers Tuesday through Saturday. You will receive a call notification 24 hours prior to your delivery date with a 2-hour time window. If the delivery time given is not suitable, please advise our Delivery Department of an alternate date that would work for you.

Pick Up Procedure
Product can be picked up at our warehouse at 1750 Cyrville Road.  All pickups require an appointment and must be arranged a minimum of 48 hours in advance so proper uncrating and prepping of the product can be completed.  Our warehouse staff will help load the items into the vehicle.  The buyer is responsible for securing items in the buyer's vehicle.  Any damages occurring after the items have been loaded, is the buyer's responsibility.  For warehouse hours of operation please contact us at our toll-free number 1-866-684-0561.

Warranty Terms
La-Z-Boy is a reputable manufacturer of home furnishings and takes great pride in the quality of each piece. As such; a one (1) year warranty against manufacturing defects is extended on all products sold by our company.  Parts and labour are included on all warranty service during the first year and coverage will be provided by La-Z-Boy as specified by the manufacturer's warranty terms.  Every piece of furniture is unique and slight differences are common and natural on all wood, stone and upholstered products.  La-Z-Boy reserves the right to inspect, touch up and/or service any item as necessary to ensure it meets full manufacturing standards.  La-Z-Boy will repair or replace upon our discretion.  La-Z-Boy and the buyer agree that, in the event of a disagreement as to whether a manufacturing defect exists, the retailer of the product will make the final decision if the product is within supplier standards. During service, delays beyond our control may result from ordering and receiving replacement parts. These delays will not be considered grounds for product return, exchange, or compensation.

Merchandise deemed up to supplier standards will not be replaced.  Personal preferences are not considered a defect and will not be covered.  These terms, either written or implied, will be considered void where there is evidence of the following:

  • damage resulting from negligence
  • misuse
  • accidents or abuse
  • commercial or industrial and/or institutional use
  • damage occurring from customer transport of goods
  • normal wear
  • fading
  • pilling
  • dye loss due to body oils
  • damage resulting from improper care of furniture upon using a non-authorized chemical agent/treatment

All furniture will change naturally with exposure to light and/or heat.

Upholstery: Upholstered product is warrantied to the initial customer for one (1) year against manufacturing defects.  Manufacturers of upholstery fabrics do no warranty for wearability or colour fastness.  We look to sell only the best fabrics based on information from our suppliers.  Fading, pilling, and shade variances are natural characteristics of certain fabrics and are no considered defects. To eliminate the effects of pilling or balling, a fabric shaver may be used to shave the fabric. Cushion covers or welting may slip or shift around foam cores and are not covered by warranty.  Regular rotation or maintenance will reduce shifting.

Leather: Leather products are warrantied to the initial customer one (1) year against manufacturing defects.  Nature itself has worked certain markings into the leather texture that are not considered defects.  As a material of nature, leather will absorb stain colouring differently.  Dye lots cannot be guaranteed.  Premature wear due to sunlight, body oils, or improper cleaning are not covered by any warranties.  Neglect of leather will cause premature breakdown.  Cleaning and conditioning often is recommended.

Case goods: Case goods are warrantied to the initial customer one (1) year against manufacturing defects.  It is the nature of wood to have knots, mineral deposits, wormholes or unusual grain patterns.  Wood is a product of nature and these characteristics are not considered defects.  Colour and shade variations are considered normal.