Frequently Asked Questions
Got questions? We’ve got you covered.
From delivery timelines to what to expect with leather, here’s everything you need to know before and after your purchase.
Orders & Products
Do you sell custom or made-to-order furniture?
No — we focus on in-stock pieces and floor models only. This allows us to offer faster delivery timelines compared to traditional furniture retailers.
How accurate are the colours and materials shown online?
We do our best to display products as accurately as possible, but colours and textures may vary slightly depending on lighting, screen settings, and natural material variations.
Leather, in particular, will have unique markings, grain, and subtle differences — this is part of its character, not a defect.
Are floor models discounted?
Yes — floor models are typically offered at a reduced price. Please note that all floor models are final sale.
Will the sofa look exactly like the photos?
Not exactly — and that’s a good thing. Natural materials like leather will vary slightly from piece to piece, making each item unique.
If you are unable to come in and view the item yourself, we are happy to arrange a video call to walk you through our showroom.
Delivery & Shipping
Where do you deliver?
We focus our shipping within the GTA but are able to ship across Canada. Please reach out to us for more information
How much does delivery cost?
- Local Deliveries: Free delivery over $1,500. Otherwise, delivery starts at $125 (calculated at checkout).
- Outside the GTA: Please call us for pricing before placing your order. Shipping rates are calculated at checkout based on distance and delivery location.
What is white glove delivery?
For deliveries within the GTA, we provide white glove delivery, which includes:
- Delivery to your room of choice
- Removal of packaging materials
- Assembly of sofas
Removal of old furniture is not included but can be arranged for a small fee.
How long does delivery take?
Once your order is placed, our team will reach out to arrange a delivery date and time window that works for you, generally within 1-2 weeks
How is delivery scheduled?
Most orders are delivered within 1–2 weeks. We’ll contact you after purchase to schedule a delivery time.
What happens if I miss my delivery?
If you’re not available at the scheduled time, a re-delivery fee may apply.
What if the item doesn’t fit in my space?
It is the customer’s responsibility to ensure the item will fit through all entryways, hallways, staircases, and elevators.
If delivery cannot be completed due to access limitations, additional fees may apply.
Returns & Warranty
Can I return my order?
Please refer to our refund policy here:
https://www.thesofacompany.ca/policies/refund-policy
Clearance items and as-is items are final sale and cannot be returned or exchanged.
Do you offer a warranty?
Yes — we offer a 1-year limited warranty covering manufacturing defects under normal household use. It covers structural defects in the frame and manufacturing defects in materials.
What is not covered under the warranty?
- Normal wear and tear
- Softening of cushions over time
- Natural variations in leather (grain, markings, colour)
- Damage from misuse, accidents, or improper care
What happens if there’s an issue with my furniture?
Contact us with photos and your order details. If the issue is determined to be a manufacturing defect, we will repair or replace the item as appropriate.
Care & Expectations
Does leather change over time?
Yes — leather will soften, stretch slightly, and develop character with use. This is normal and part of the material’s natural aging process.
How should I care for my furniture?
We recommend:
- Avoiding direct sunlight
- Keeping furniture away from heat sources
- Using appropriate cleaning products