Structube Return Policy in 2024 (Updated)

What is the Structube Return Policy? We will accept returns or exchanges within seven days of delivery or pick up, providing proof of purchase.

Unused items must be returned in their original condition and packaging.

No exchanges or refunds will be granted for liquidation or final sale items. 

Refunds and exchanges are subject to a $69 shipping charge plus applicable taxes.

Refunds will only be issued if the original payment method was used. 

Cash refunds will be processed only if funds are available. After receipt verification, price adjustments will be made within 14 days.

Only returns and exchanges will be accepted at the original delivery address. After returning items, they will be inspected. 

You will be held responsible for any damages beyond the original approval for exchange or return. Some conditions and exceptions might apply.

Please use the online form with a description and photograph for online purchases. We’ll take care of everything! We will take care of the rest! 



What is Structube Return Policy?

Structube Return Policy

Structube will accept returns or exchanges within seven days of delivery or pick up, provided that the original receipt is presented.

Unused items must be returned in their original packaging and condition.

Refunds will only be made if the original payment method was used.

Except for manufacturing defects, customers are responsible for any delivery charges for returning or exchanging a mattress.

Mattresses that have been abused, stained, or otherwise unsanitary are not eligible for returns or exchanges.

Mattresses cannot be returned or exchanged in-store.


What are the steps to return my merchandise?

To exchange or return an in-store purchase, please contact your nearest store within seven days of delivery.

To make an exchange or return your online order, please contact 1 877 721 3787.


What do I do if my merchandise arrives damaged?

Please Contact Us As Soon as Possible with a detailed description and a photograph. They will take care of everything!


Structube Return Policy & Exchange Policy

Structube Return Policy

New procedures for returns and exchanges have been developed to ensure the safety of our customers and delivery personnel.

We reserve the right to make necessary changes to this policy as the COVID-19 situation evolves.

We will adapt our practices to the guidelines set forth by the Public Health Agency of Canada (or local authorities) and continue to improve them.


Structube Return Policy During Covid

Structube Return Policy

Respect all COVID-19 protocols required by federal, provincial, or municipal health authorities.

Store cleaning procedures can be improved.

Limiting the number of customers allowed into the store

Facilitating social distancing.

All customers and employees have access to sanitization stations

Only cards will be accepted.

All home deliveries are non-contact and will be left at the door.

The delivery team will not bring the order into your home without authorization.

Structube will monitor the situation closely and adapt our practices according to the guidelines set by the Public Health Agency of Canada and local authorities.

Contact your local Structube shop for more information.


How can I get in touch with my local Structube shop?

You can use the Structube official store locator to get in touch with the local Structube Shop.


Are the Laval warehouse pickup hours different?

These are our warehouse hours:

  • Monday through Friday, 10 a.m. to 8:30 p.m.
  • Saturday, 9 a.m. to 5 p.m.
  • Sunday: 10 a.m. – 5 p.m


What if my order is not eligible for free shipping?

Orders over $299 qualify for free delivery (previously, all taxes are included).

Please note that Structube covers the delivery cost within a specific radius.

Additional shipping fees may apply to postal codes outside the free delivery area.


Is it still possible to order in-home delivery?

We will keep delivering home delivery as part of our ongoing efforts to offer the best customer experience.

Please note that all deliveries will be made by courier and are non-contact.


Can I have my in-store pickup changed to an at-home delivery?

This modification can be made in certain circumstances.

All previous orders picked up in-store can be changed to home delivery if they haven’t yet been shipped from the Structube distribution center.

This offer is not valid on orders exceeding $299. For assistance, please contact our customer service team at 1877-721-3787.


Can I change the delivery date for my in-home order?

To inquire about delivery availability in your area, please contact us at 1877-721-3787.


Can I split my order so I receive in-stock products before out-of-stock products?

An order will only be shipped when all products are in stock.

If you would like to receive products that are not currently in stock, an order can be divided. 

To split an order, please call 1 877 721-3787. Shipping fees will be applied to the second shipment.

Customers are responsible for placing new orders for out-of-stock products.


Is online shopping still possible?

We will still be available to shop online at All orders above $299 qualify for free shipping.


Is there any delay in shipping and processing?

Structube doesn’t anticipate any delays in our home delivery or shipping times.

We apologize for any delays and thank you for your patience.


Do you offer international shipping?

At the moment, we ship only to Canada.


What shipping options are available?

We strive to deliver your products quickly and economically.

Canada Post ships accessories and small items. Our in-home delivery service is available for heavier and larger items.

You can also choose to pick up your merchandise at the closest store.

However, there are restrictions. For more information, please visit our Shipping & Delivery Page.


What’s the difference between Doorstep Delivery and Room of Choice Delivery?

The Doorstep Delivery option allows for delivery free of charge within a predetermined area.

Your order will be delivered to your door. You will pay $50 for Room Of Choice Delivery. Your order will be delivered to your home by the delivery crew and placed in your chosen room.

Please note that the $50 delivery fee will be charged if your address is outside the predetermined delivery area.

“HTMOB0_ Room of Choice Delivery” is unavailable in all areas.

Please enter your postal code to determine if this service is available in your region. You will then be presented with delivery options based on your postal code.


Structube Shipping fees?

Shipping costs vary depending on the product and delivery destination. You can find your postal code by viewing your shopping cart.

Shipping fees are subject to sales tax.

Delivery fees are subject to applicable federal and provincial sales taxes.


Can I have my order shipped to a PO Box?

We cannot ship to PO Boxes due to the nature of our products.


What is the best way to check the status of my order?

To check the status of an order, log in to your Structube Account.


What is the best way to cancel or modify my order?

Please contact us immediately if you have questions or wish to cancel your order.

We will gladly provide you with the best options based on your order status.

Modifications to orders that have already been delivered may incur additional fees.


What should I do if my delivery date is missed?

If you cannot schedule the delivery, an additional delivery fee may apply for canceling or rescheduling the order while the merchandise is in transit. Contact us to get more information.


How do I pick up my online order in-store?

When all your items leave Structube Distribution Centre, you will be notified by email.

Once your order has been shipped, you will receive an SMS notification. Orders picked up in-store may take up to 10 business days to reach the store. 

Orders picked up at stores in other provinces than Ontario and Quebec may take 14 business days to reach the store.

At pickup, the original receipt or an email receipt is required.


What is the pickup procedure at the Distribution Centre for online orders?

Once your order has been processed and is ready for collection at the distribution center, you will be emailed to confirm.

To prepare your order for pick up, please call 1-877-721-3877 at least 24 hours before your visit. At pickup, the original receipt or an email receipt is required.

The vehicle used to pick up the merchandise must be able to hold it in its original packaging.

The merchandise must be returned to Structube in its original packaging. Structube staff is not responsible for transporting merchandise from the store to your vehicle. 

Structube is not responsible for merchandise that cannot fit into your vehicle because of its weight or dimensions.

If an order is not picked up within 14 days, it may cancel your reservation.


Are your Distribution Centres situated where?

  • Laval – Quebec
  • Edmonton, Alberta
  • Vancouver, British Columbia


What warranty policy do you have?

We talked about the Structube return policy now going to talk about the warranty policy.

Unless otherwise stated, all STRUCTUBE products come with a one-year warranty.

The warranty is valid from the date of pickup or delivery. Only residential use is eligible for the warranty. Our products are not designed for industrial or commercial use. 

This guarantee does NOT cover normal wear and tear, such as cuts, scratches, damage from impact or accidents, discoloration and shrinkage, fabric piling, misshapen filling material, and stains. 

This guarantee does not cover products that have been incorrectly stored, assembled, modified, used inappropriately, abused, mistreated, altered, or cleaned with the wrong cleaning methods or products. This guarantee is not applicable if the product is placed outside or in harsh environments.

This guarantee does NOT cover incidental or consequential damage. All claims require the original receipt and are non-transferable.

Consumer rights may apply to you under federal or local law.

These rights could supersede this warranty. This warranty does in no way supersede any rights you have under law. These exclusions and limitations may not apply to you.


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