Questions & Answers
Orders
Do you offer custom orders?
Yes. Forma Home offers custom furniture tailored to your preferences in fabric, color, and size. Custom orders take approximately 8–12 weeks for processing, production, and delivery. All custom orders are final sale and non-refundable unless a manufacturing defect is present.
Because each piece is made specifically for you, we cannot cancel or refund custom orders once production has begun. If your item arrives with a defect, please contact us within 7 days of delivery at [email protected].
What is a pre-order?
Pre-orders allow you to reserve new or restocking items from our Coming Soon collection before they are available. Estimated shipping dates are provided at checkout, and we will notify you once your item ships. Please note that supply chain delays can occasionally affect timelines.
Shipping & Delivery
Do you provide delivery services?
Yes. Forma Home offers free White Glove Delivery for large items (e.g. beds, sofas, dining tables, sideboards) to most major cities in the GTA. Orders outside this zone incur a flat $99 shipping fee.
What does White Glove Delivery include?
White Glove Delivery includes:
✔ Delivery to your door
✔ Full assembly and installation
✔ Placement in your chosen room
✔ Packaging removal and disposal
Note: Storage Beds and Tulip Dining Tables are excluded from this service.
For smaller items, delivery is to your doorstep only. Assembly and packaging removal are not included.
How much is delivery outside the free zone?
For addresses beyond our GTA delivery zone, a flat-rate $99 shipping fee applies. This rate remains the same regardless of order size. For addresses further outside our service area, please request a custom quote at checkout or by contacting [email protected].
Do you ship across Canada or internationally?
Yes. We ship Canada-wide and offer courier shipping to the United States for select smaller items. To request a quote, email your postal code and desired products to [email protected]. Installation is not included with national or international deliveries.
Can I choose my delivery date and time?
After placing your order, our team will contact you to coordinate delivery. If your address is in a condominium or apartment, please ensure the elevator is booked for your delivery window.
Returns & Exchanges
What is your return policy?
Forma Home offers a 7-day return policy strictly for defective items. You must request a return or exchange within 7 days of receiving your product. To qualify, the item must be unused, in its original packaging, and in the same condition in which it was received. Proof of purchase is required. Shipping fees (Standard or White Glove) are non-refundable once delivery services have been rendered.
To initiate a return or exchange, contact us at [email protected]. All return shipments must be sent to:
1997 Leslie Street, Toronto, ON M3B 2M3, Canada.
Non-returnable items:
Sale items
Rugs & Carpets
Mattresses
Custom or made-to-order items
What is your warranty policy?
Warranty is valid from the date of delivery or pick-up with proof of purchase.
Sofa frames: 2-year non-transferable warranty
Bed frames: 1-year non-transferable warranty
Covers manufacturing defects only
Exclusions:
Normal wear and tear (cuts, scratches, stains, discoloration, etc.)
Improper assembly or installation
Any alterations to the original product
Damage due to cleaning products or methods
Improper or unintended use
Consequential damages (e.g. floor scratches, personal item loss)
Use of indoor items outdoors or in unsuitable environments
Environmental damage to solid wood (warping, splitting due to humidity)
Assembly-related claims:
Inspect all components before assembly. Claims regarding missing or defective parts must be made before assembly. Damages from incorrect assembly or mishandling are not covered.
Resolution of claims is at Forma Home’s sole discretion and may include repairs, replacement parts, refunds, exchanges, or returns.
How much is delivery outside the free zone?
Once your return is received and inspected, we’ll inform you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days. Bank processing times may vary. If it’s been more than 15 business days since your return was approved and you haven’t received your refund, contact us at [email protected].
Do you ship across Canada or internationally?
Yes, if requested within 24 hours of placing your order, you will receive a full refund. Cancellations made after 24 hours but within 7 days are subject to a CAD $100 cancellation fee. Cancellations beyond 7 days are not permitted.
All cancellations are also subject to a 3% restocking fee, which will be deducted from your refund.
Can I choose my delivery date and time?
Inspect your order immediately upon delivery. If the item is damaged, defective, or incorrect, contact us at once at [email protected] so we can resolve the issue.
Note: Products that require assembly must be handled carefully and assembled according to the provided instructions. Damage due to improper assembly is not eligible for return or refund.
