Customer FAQ
SECTION 1 — FINANCING & PAYMENT
Q1. What financing options do you offer?
- Shop Pay Installments: Quick, one-tap checkout with automatic installment splitting, so you can pay for your sofa in monthly instalments.
Both providers are independent. Sofara does not control their terms, interest rates, or fees.
Note: Lenders must disclose APR, total cost, and all fees before you commit. You can review this before confirming your order.
Q2. How do I pay in installments?
A: Select Shop Pay at checkout. You'll be redirected to their secure portal to choose your plan and review payments before confirming. You are not obligated to proceed.
Q3. What types of cards do you accept?
A: We accept:
- Visa
- Mastercard
- American Express (Amex)
Q4. Can I return a sofa if I used financing?
A: Yes. Approved returns are processed through the financing provider. They will adjust your balance or refund payments based on their policies.
Note: Refunds must ultimately be returned to you. If issues arise, you may contact Consumer Protection BC.
SECTION 2 — SHOWROOM, SWATCHES & APPOINTMENTS
Q1. Do you have a showroom?
A: We don't have a traditional retail showroom at this time, because we operate directly out of our Greater Vancouver workshop to offer factory-direct pricing. You can order up to 10 free fabric swatches to feel colours and textures in your own home lighting, or book an appointment for live shopping to see the products in person.
Q2. How do I order free swatches?
A: You can order up to 10 free fabric swatches directly through our website:
- Visit our Order Swatches page.
- Browse our collection of fabric colours and textures.
- Select up to 10 swatches and add them to your order.
- Complete the free checkout, and we'll ship them directly to your home.
Q3. Can I come to your warehouse to see the product?
A: Yes. We welcome clients to visit us by appointment. Book an appointment here.
SECTION 3 — SHIPPING & DELIVERY
Q1. How much does shipping cost?
A: Standard shipping is a flat rate of CAD $149, including delivery and (where applicable) assembly and packaging removal.
All fees are disclosed before purchase.
Q2. How long will it take to get my sofa?
- In-Stock Items (Regular): Delivered within 1–2 weeks.
- Custom Orders: Delivered within 2–3 weeks.
Timelines are estimates and may vary.
Note: Significant delays may give you the right to cancel and receive a refund.
Q3. What if my order arrives before I am ready?
A: We can hold your order before shipment. Contact us in advance.
Storage fees may apply and will be communicated beforehand.
Q4. Can I select a delivery date?
A: Yes. Our delivery team will contact you to schedule a suitable time. The driver may also call on the day of delivery.
Q5. What if the sofa does not fit through my door?
A: Measure all access points before ordering. Product dimensions are listed on the product page.
If returned due to fit issues, restocking and shipping fees may apply.
Q6. What should I do if my sofa arrives damaged?
- Note damage on delivery receipt
- Take clear photos
- Contact us within 24 hours
We will arrange a repair or replacement.
Note: Your legal rights apply even if damage is discovered later.
Q7. Do you offer white glove or curbside delivery?
A: We offer Curbside Delivery across British Columbia and Alberta, as well as White Glove Delivery exclusively within the Lower Mainland. See our full Shipping & Delivery policy for details.
Q8. Do you take away my old couch?
A: Yes — we offer a 1-on-1 haul-away service in the Lower Mainland area, to make your living room upgrade as seamless as possible. See our old couch pick-up policy for full details.
SECTION 4 — RETURNS & REFUNDS
Q1. What is your return and cancellation policy?
- We offer a 30-day risk-free trial on all orders. If you're not completely satisfied, you may return or exchange it within 30 days of delivery for a full refund.
- Custom and final sale items are not returnable.
- Orders can be cancelled before production starts.
Refer to our full Return & Warranty policy for details.
⚠️ Please confirm before publishing: your existing Shipping FAQ (Section 3, Q5) states that returns due to a sofa not fitting through the door may incur restocking and shipping fees, while the new copy you sent states "zero restocking fees" on the 30-day trial. These two statements conflict as written — please tell me which is accurate so I can align both sections (otherwise this could be flagged as misleading under BPCPA).
Q2. How do I get my refund?
A: Refunds are issued after inspection (typically within 5 business days) to your original payment method.
Q3. How long does it take to receive my refund?
- Usually within 5 business days after processing.
- May take up to 10 days depending on your bank.
Q4. Can my refund be issued to a different card?
A: No. Refunds must go to the original payment method. If unavailable, store credit will be issued.
Note: You are entitled to timely refunds under consumer protection law.
SECTION 5 — WARRANTY
Q1. What is your warranty coverage?
A: We stand behind the quality and craftsmanship of our products at no extra cost. Every product purchased directly from Sofara includes complimentary warranty protection against manufacturing defects, effective from your delivery date:
- 10-Year Frame Warranty: Covers structural defects in the frame, so your piece is built to last.
- 2-Year Manufacturer's Warranty: Covers manufacturing defects on fabrics, cushions, and workmanship.
See our full warranty policy for terms and exclusions.
SECTION 6 — PRODUCT CARE & MATERIALS
Q1. How do I clean my sofa?
- Liquid spills: Blot immediately (do not rub)
- Solid spills: Gently remove, then blot
- Hand-Dyed Linen: Do not spot-clean (risk of fading)
Refer to product care labels for specific instructions.
Q2. What kind of foam do you use?
A: At Sofara, we use high-density, high-resilience polyurethane foam in our seat cushions to deliver the ideal balance of deep comfort and long-lasting support. Contact us and we can connect you with our team for more information.
Q3. Are your fabrics pet-friendly?
A: Yes — we offer durable, pet-friendly fabric options designed to handle everyday life with pets:
- Tight Weaves: Help prevent claws from snagging and keep pet hair from getting trapped in the fibers.
- Easy Maintenance & Stain Resistance: Spills and pet messes are easy to spot-clean, and pet hair can be easily vacuumed or brushed off.
- High Durability: Built to withstand daily wear while maintaining a soft, comfortable feel.
CONTACT US
Need help? We're here for you. Website: www.sofara.ca Phone: 236-243-0005 Consumer Protection BC: www.consumerprotectionbc.ca
Thank you for choosing Sofara — we appreciate your trust and look forward to many years of comfort together.
