Making My Purchase

Will the products available on the website be the same as those in store?

  •  Yes. Everything that is available online will be available for purchase in the store.

Can i purchase from anywhere in the world?

  • At this time no. While anyone, anywhere can view and interact with the new website; only those within the Dufresne delivery zones can place orders via the website. Using location technology, you will be advised at the outset whether you are able to purchase products from Dufresne via the website.

What is a wish list?

  • The Wish List allows you to save your favourite products all in one convenient place. From there, you can quickly and easily find the items again, share the list with family and friends, move items into your shopping cart. If you are working with a Sales Professional member at one of our stores, you can use the Wish List to show them the items you have selected and they will work with you to convert your wishes into a purchase.

    The Wish List is also a great tool to use with your Sales Professional member in-store. If you are not quite ready to purchase we can create a Wish List on your behalf so that they have record of the items they discussed with you so they can purchase online or in-store at a later date.

What is the difference between the wish list and shopping cart?

  • The Wish List is where you can save products you like or to share with others. You simply place those items in the Shopping Cart when you are ready to proceed with the purchase process. You can create multiple Wish Lists at the same time to help organize products for different rooms in your home or for a variety of reasons. To make it easy to translate a like into a purchase, you can also transfer items directly from their Wish List to their Shopping Cart.

Can I purchase a custom order item online?

With the complexity of Custom Orders, we have many options to choose from and are not offering this service online at this time. You are invited to speak with a Sales Professional at one of locations to complete your order; FIND A STORE now!

What Credit Card can I use to pay for my purchase?

  • You can use all major credits cards such as Visa, Master Card and American Express, the same as in store.

Can I finance my purchase?

  • As you can in store, the financing application is available Online through Fairstone Financial.

Do you price match?

  • We are pleased to offer an excellent price guarantee. If within 30 days of purchase, you find an identical product at a lower price, advertised under the same terms and conditions, in the same Canadian city, we will refund the difference (excludes clearance, Boxing Day and timed specials) by the same method of payment as used for initial purchase

How do I know if you have items in stock?

  • When visiting our local stores, any sales professional would be happy to assist you with stock inquiry for any item you see in store. If you are looking at an item online, we ask that you contact your local store for further details on item availability. When you contact the local store, please ensure you provide the sku number (as shown below) of the item so they will be able to provide you with these details within moments.

Receiving My Purchase


    What is the process to book delivery or pick-up my order?

    • When you purchase online, our customer service team will contact you when their product is available to book delivery
    • Once I place my order, how will I get an order confirmation or receipt?
    • Upon completion and approval of your order you will receive via email, a confirmation of your order and the payment option(s) chosen.

    How do I track my order?

    • Track your delivery in real-time using our Dispatch Track Widget on the day of your scheduled delivery. You'll be able to see when our delivery team will be at your door so that you can enjoy your new purchase.

    Do you offer free services?

    • We do! 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. For more details, please feel free to review our Delivery Services section of our website.

    When do I know when my delivery is coming?

    • The day prior to delivery, our Guest Care department will reach out to you, providing you a three-hour window of when you can expect our professional delivery team to arrive at your home. Our Guest Care department has the capabilities to reach out to you via email, text message and/or a phone call for the notification of these important details.

    What happens if my items are delayed?

    • At the time of sale, we select an estimated date that we are able to commit to the product being available for pick up and/or delivery. Should the ordered product become delayed, we will communicate this to our guests two days prior to the estimated date provided at the time of purchase. We work with our vendors, transport carriers, and purchasing department to ensure all products are brought in to meet our guests expected time of possession.

    After My Purchase and Coverage


      What happens when I purchase online and want to cancel?

      • The same policies and procedures that exist in-store purchase apply to any online purchase; you can read more about our policies at TERMS AND CONDITIONS OF SALE. Our customer service team is happy to help, contact us at 1.800.737.3233 or email us at service@dufresne.ca

      How do I purchase a Product Protection Plan (PPP)?

      • Once you enter the check-out process, the option to purchase the appropriate warranty is presented so that you can choose the type and level of warranty you require or decline that option altogether. Once you have completed your purchase you will be provided with a receipt.

      How will I receive the furniture care packages that comes with the purchase of a Product Protection Plan (PPP)?

      • Once you have completed your purchase, you will receive an email providing you with a coupon for your furniture care package. This coupon can be redeemed at any Dufresne store you choose.

      What is 100 night comfort?

      • A good sleep is an essential part of a healthy lifestyle, and it begins with finding the right mattress. For this reason, we want to provide you with the peace of mind you deserve when purchasing your new mattress set. Dufresne offers a 100 Night Comfort Guarantee that allows you to exchange your mattress for one of an equal or greater value if you are not completely satisfied with the comfort of your new mattress.

      What are the terms of the 100 night comfort? A mattress pad must be purchased at the time the mattress is purchased and it must be of the same size as the mattress

      •  You must use the mattress for a minimum of 30 nights, which is the normal adjustment period for sleeping on a new mattress
      •  The Guarantee is effective for 100 nights from date of possession
      •  If you choose to exchange your new mattress, it must be for a mattress of equal or greater value along with the payment of the dollar difference and applicable taxes
      •  Box springs and mattress pads may not be exchanged
      •  The guarantee is void if the mattress is soiled or damaged
      •  The guarantee is limited to a one time exchange

      What happens when if my items arrive outside of "Showroom Condition"?

      • We stand behind the products we sell and provide in home service and in-shop services. Should you encounter any concerns with your product, we ask for you to contact our Guest Care department toll free at 1.800.737.3233 within the first 48 hours of possession for resolution on this matter. Our service teams will inspect and repair the product. If for some reason we are unable to make a repair, an exchange or reselection may be requested from the manufacture or warranty provider at their discretion.

      What is considered a cosmetic damage?

      • Cosmetic damage is any damage that affects the appearance of the product but not the functionality of the piece. Examples would include scratching, dents, gouges, rips/tears, rub marks, chips, and crushed corners. Please note, should any of these concerns appear on your products these will be warranted for the first 48 hours of possession. We ask for you to report these issues within the required time lines to our Guest Care department toll free at 1.800.737.3233 and our Guest Care team will be happy to review what options can be provided for resolution on these matters.

      What does the manufacture warranty cover and how long is this time period?

      • All manufactures offer a 1 year warranty on their products. If this pertains to an appliance, we ask for you to review your owner’s manual to see if there is any limited lifetime warranties on specific parts as each unit can offer different warranty coverages depending on the manufacture and/or type of product.
      • Malfunctioning Appliances - What do I do if my appliance is not functioning properly?
      • 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.
      • Fridge
      • Range
      • Dishwasher
      • Washer
      • Dryer
      • Over the Range Microwave
      • Television
      • Air Conditioner
      • If after reviewing the trouble shooting options, your appliance is still not operating properly, please feel free to contact our Guest Care department toll free at 1.800.737.3233 and we would be happy to review your warranty coverage and dispatch a third party technician if required.

      How can online customer ask questions?

      • If you have questions about our customer service or need assistance, please contact us at service@dufresne.ca or at 1.800.737.3233. If you wish to speak with a Sales Professional member, please FIND A STORE and we’d be happy to help!