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Customer support
1 Our Products
1.1 Where are your products made?

Most of our products are made here in Québec or in Canada. We pay special attention to where our products are made. We also have a selection of imported products. If you’d like to know exactly where a particular piece of furniture was made, please contact us!

1.2 Can colors and materials be customized?

All available colors and materials are shown on our website. If you have questions or can’t find what you’re looking for, don’t hesitate to contact us

1.3 What is the warranty policy?

All of our products carry a manufacturer’s warranty of at least 1 year, though many products come with a 5-year warranty or a 10-year warranty when it comes to mattresses. We strive to show the warranty information with product descriptions but should you be unable to locate it, contact us and we’ll respond accordingly. We commit to repairing or replacing any manufacturing defect within the warranty period.

1.4 How can I be sure a specific piece will fit my home?

It’s important to ensure that your new furniture fits perfectly in your home. The dimensions of all our products are shown on our website. Make sure you measure the room as well as all spaces leading to it, such as doorways, hallways and/or elevators to avoid any unpleasant surprises at the time of delivery. M2GO is not liable if a specific product does not fit your home.

1.5 Do you match prices of competitors?

We will match the prices of Canadian competitors on any product. Read the conditions related to the price adjustment here. Please contact us to submit your request.

1.6 Do you make custom-made furniture?

We only offer the products displayed on our website. However, we can order custom office furniture for commercial requests. For more details, please contact us.

2 Orders and Shipping
2.1 Is shipping free?

Yes, we offer free shipping anywhere in Québec, Ontario and in the Maritimes. Our delivery service does not reach certain regions. If you are interested in shipping elsewhere in Canada, please contact us. We reserve the right to cancel and refund any order that we are unable to ship.

2.2 Can I track my delivery?

For delivery of large items, a delivery appointment will be made with you. If your items are delivered via Fedex, a tracking number will be issued to you so you can track your delivery.

2.3 How long until my order is delivered?

Individual items weighing 151 lbs. or less are shipped via Fedex within 4 to 7 business days (add 1 to 2 additional business days for delivery to remote locations). You will be given a tracking number by email to track your order. FedEx will do up to 3 delivery attempts. Some packages might be heavy, make sure to have a friend with you. 

 

For larger items, we offer an appointment home delivery service. We will contact you to book a delivery appointment (4-hour window) shortly after your order leaves the warehouse. Delivery will take place within a maximum of 10 business days after your purchase. This service includes a delivery in the first dry room.

2.4 What happens if I miss my delivery appointment?

If you ordered items of less than 151 lb, we will contact you. If you ordered items of more than 151 lb, the “white-glove” transport company will contact you to schedule a second delivery appointment. In both cases, fees will apply.

2.5 If I order more than one product, will they be delivered at the same time?

We cannot guarantee that all your items will be delivered at the same time because your order might include two different delivery service (see shipping section). If you'd rather have a white glove delivery service with a scheduled date and your order delivered all at once, please contact us.

 
2.6 What should I do if the merchandise I receive is damaged?

If you detect any breakage or irregularities at the time of delivery, make sure you contact us within 48 hours of the delivery.

2.7 Can I change the delivery address?

If you need to change the delivery address, it is important that you contact us as soon as possible and we will do everything we can to accommodate your request. If the delivery is already on the way, additional fees may apply.

2.8 Can I be delivered later?

Yes, absolutely. To be delivered after a specific date, please write it down in the comment box at check-out, or contact us

2.9 Can I choose my delivery date in advance?

No, unfortunately it is not possible to choose a delivery date in advance. You will know the delivery date when your tracking number will be issued, or when the call for your appointment will be made.

3 Return and Service
3.1 Can I return an item?

If you change your mind about a purchase that has already been shipped, we can take back the merchandise and take care of transportation for a restocking fee equal to 19% of the purchase price. You can also return the merchandise for free directly at the store so long as it is in perfect condition and in its original packaging. You have up to 10 days (consecutive) following the delivery of your order to take advantage of this service. No exchange or reimbursement is possible after this period.

3.2 What if I find a manufacturing defect?

No need to panic, every problem has a solution. Backed by our suppliers, we commit to repairing, replacing or changing any and all defective pieces. If this is not possible, we will offer you an exchange.

4 The Service Center
4.1 Where are you located?

Our primary location is our website and our service center is located at 160, rue St-Viateur Est, Suite 107, in Montreal.

4.2 Is there furniture on display at the store?

We have a little service center located in the Mile-End in Montreal! The products found in-store allow you to see and feel samples of the products offered online, as well as all our mattresses. However, it is not possible to see the entirety of our products in display.

 

4.3 Can I come and try a mattress?

Yes, the majority of our mattresses are available in-store. We even have a DormoLAB that offers you an analysis of your back to help choose the best mattress for you. Come give it a try.

5 Businesses and designers
5.1 Do you offer business contracts?

We offer personalized service for all business requests. For quotes and discounts related to your project, please contact us.

5.2 Do you have programs for designers?

If you are a designer and would like to get discounts, please send your business card and/or the link to your website at info@m2go.ca and we will contact you as soon as possible.

6 Tips
6.1 Tips for online shopping

Read our 5 tips for online shopping here