Returns & Store Policies
Pricing
Price Guarantee:
If you find an identical item (must be same size, model, SKU, quantity, brand, name and colour) at a competitor, we will match the price. We will require proof of the pricing and the retailer must be within 150km of our location or deliver to the area. Gould’s will provide the same service level as offered by the competitor whose price is being matched.
If we advertise the identical item at a lower price within 30 days of your purchase, we will gladly refund you the difference in the price.
The following exclusions apply:
- Clearance, Black Friday, Cyber Monday, Boxing Day and timed specials.
- Gould’s does not offer competitor price match on financed specials.
- Gould’s does not offer competitor price match on bundle offers, rebates, coupons or mail-in offers.
Return Policy
We are committed to your satisfaction. Returning a product can be stressful on customers, so we’re here to help you get it right the first time. Our talented product experts are available to help you select the right product for your needs and application. We encourage you to take advantage of our expertise before making your purchase.
If a return is necessary, your sales associate can help facilitate the return. To start the return process, call or email us at the phone number or email address found on our Contact Us page. Policies and procedures for obtaining a return authorization vary based on the reason for return. See below for more information.
Defective Products:
Most of our products include a one-year parts and labour warranty. See your product literature or speak with one of our product experts for details. If your product is defective upon arrival, notify a product expert of the problem within 48 hours of receiving goods. If you notice the defect after 48 hours of receiving goods, please contact the product’s manufacturer directly. Contact information for the manufacturer is included in the product literature. NOTE: Most manufacturers require one service call to diagnose the problem.
Stock Merchandise Returns:
Gould’s will exchange or refund your regular priced furniture and accessory purchases within 7 days on stock items only. There are no returns allowed on appliances that have been installed or in use. Please refer to our 90-Day Comfort Guarantee policy for mattress returns.
- All returns are subject to a minimum 15% restocking fee. You are responsible for bringing the item(s) back or paying a pickup fee.
- Product must be returned to our warehouse, inspected and verified to be in good condition before a refund is issued.
- Custom Order items, Clearance items, mattresses, pillows, bed linens and mattress protectors cannot be returned.
- Extended warranty, delivery and administration fees will not be refunded.
- "As Is" sales are final and no manufacturer’s warranty will be extended.
Refunds for credit card purchases will be issued by the same method that the original payment was made. Debit card or cash purchases will be refunded by cheque or e-transfer. Refunds for purchases paid by cheque are subject to a minimum 2-week waiting period to ensure that the original cheque has cleared the bank.
Special Order Returns:
If a special order is cancelled or returned, a 25% restocking fee will be charged.
A Custom Order is defined as an order in which you have chosen the fabric, colour or style of the merchandise.
- If a custom order is cancelled prior to delivery or pickup, the 50% deposit will be withheld as a restocking and handling charge.
- There are no returns for custom order merchandise.
The customer agrees to the terms and conditions published above when they place a complete order with our company. In addition, the customer authorizes their credit card company to abide by these terms. We reserve the right to cancel orders at any time.
Payment & Warranties
All merchandise remains the sole and recoverable property of Gould’s until duly paid in full.
Payment Terms:
- 50% deposit is required at the time of the order.
- All merchandise must be paid in full prior to delivery or pickup.
- Payment Types: Cash, Cheque, Visa, Mastercard, Debit, E-Transfers, Secure Online Chekkit Payment.
- Financing plans are available on approved credit. See Sales Associate for details.
Service Charges:
Returned cheques are subject to a $35.00 service charge.
Layaways / Delayed Delivery:
- A 25% deposit is required to start the layaway process, and 25% must be paid each month for 3 consecutive months for the layaway to stay in process. Items are held once 50% has been paid.
- Special orders require 50% down before the product is ordered.
- The product is ordered in sufficient time to meet the requested delivery date. You will have 30 days to schedule a delivery or arrange a pickup once your complete merchandise order has been received in our warehouse.
- As a value-added service, we will provide an additional 30 days of storage, providing your account is paid in full.
Use & Care Manual:
It is imperative that you read and understand the use and care manual that accompanies your purchase.
Delivery from Manufacturer:
Delivery from our manufacturers can range from 2 days to 12 months depending on the supplier. This varies greatly based on stock availability, production schedules, and geographic location. At the time of order, we can approximate delivery times based on information provided to us by the supplier. However, these are only estimates, and we will do our best to keep you abreast of any delays that may occur.
Warranties:
- If a problem is noted at the time of your delivery, our staff will forward details to your Sales Associate who will be in touch with you.
- Warranties apply only to items subject to normal use in the home and not to defects resulting from negligence, misuse, or accident.
- Items purchased for use in commercial, industrial, or institutional settings are not covered by the manufacturer’s warranty or any warranty that is sold or offered by Gould’s, except in certain circumstances. See Sales Associate for details.
- Service Plans: Gould’s offers a variety of Service Plans to protect your purchase. See Sales Associate for details.
Furniture Protection Plan
Our optional furniture protection plan provides coverage for many accidental stains, types of damage, and mechanical issues that may not be covered by the manufacturer’s warranty.
Depending on the furniture material and plan purchased, coverage may include:
- Household, food and beverage stains
- Human and pet biological stains
- Accidental burns, cuts, tears and punctures
- Seam, zipper and button breakage
- Accidental pet damage*
- Certain frame, spring, reclining mechanism, motor and power-cord failures
- Accidental damage to eligible wood, glass and mirrored surfaces
Stains or damage must be reported within 30 days of the incident. Do not attempt to clean the affected area before contacting us.
Accumulated stains, general wear, soil buildup, perspiration, hair and body oils are not covered. Surface scratches on leather are not covered. *Accidental pet damage is limited to one incident per furniture piece.
Coverage varies by furniture material and is subject to the complete terms, conditions, limitations and exclusions of the protection plan. Please review your plan documents carefully or speak with a member of our sales team for pricing and complete coverage details.
90‑Day Comfort Guarantee
It takes time for customers to adjust to their new purchase, so Gould’s offers a 90-Day Comfort Guarantee for mattresses*.
Terms:
If you are not completely satisfied with your comfort, Gould’s will gladly exchange your mattress for you. All that we ask is that you purchase a mattress covered in the program and a mattress cover with your original purchase, and that you advise us if you would like a change within 90 days of the original purchase. We require that you sleep on your mattress for a minimum of 21 nights before the exchange can happen. Should you decide to exchange your mattress under the 90-Day Comfort Guarantee, we will deliver the new mattress and take back the old one for a fee based on your delivery zone. The whole process is done without any hassle to you, our valued customer. Please note that the 90-Day Comfort Guarantee is valid for a single exchange only.
Gould’s has helped so many people find the ideal mattress for them that we are confident the mattress selected will be the perfect fit for you. But the 90-Day Comfort Guarantee is our commitment to you — to help you get the best night’s rest you can get, and to give you the added security of an exchange if for any reason you are not happy with your first choice.
Conditions:
Let us know within 90 days of the date of your original purchase if you decide to exchange your mattress. You don’t need to give us any reasons, as long as you bought and used a mattress cover and the mattress is not stained and is free of bed bugs.
The mattresses selected must be part of the 90-Day Comfort Guarantee selection.
Mattresses covered under the 90-Day Comfort Guarantee:
Dreamstar, Sealy, Springwall & Tempur-Pedic
Shipping Policy / Delivery Policy
Please be assured that your items will ship out as soon as possible from the date of purchase. If a special order is placed, please anticipate a longer delivery time. You will be notified once the item has been received in our warehouse. We cannot ship to P.O. boxes. If you are trying to estimate when a package will be delivered, please note the following: Credit card authorization and verification must be received prior to processing.
Free Delivery:
Free delivery is available within our regular service areas, including Kenora, Dryden, Red Lake, Ignace, Sioux Lookout, and surrounding communities. Contact us to see if your area is within the free delivery service.
Delivery to Your Home:
- A minimum of 1 day’s notice is required to schedule or reschedule your delivery. We will do our best to accommodate the date requested as our delivery schedule permits.
- Due to multiple deliveries during the day and the possibility of unforeseen circumstances we cannot provide a delivery window. If you provide a contact phone number, our delivery staff will contact you 20 minutes prior to delivery.
- If we cannot keep our appointment due to weather conditions or delivery complications, we will call you to keep you updated.
- With our premium delivery service, merchandise will be unpacked, inspected, and assembled (as much as possible) prior to delivery. Some assembly may have to be done in your home. Whenever possible, product will be unpacked and placed in location in your home.
- Customers are responsible for ensuring all plumbing, venting, and electrical connections are secure, properly installed, and suitable for the product. Gould’s and delivery staff are not liable for damages related to existing plumbing, electrical systems, or customer-installed connections.
- Excluded: Installation of over-the-range microwaves, dishwashers and hood fans; any installation of dryer vent pipe; hoses; water, electrical and/or gas hook-up; mounting TVs.
- Recycling: With premium delivery, Gould’s will remove the old furniture, appliance or mattress that you are replacing on a one-for-one basis. Removal must be pre-arranged prior to delivery so delivery routes can be properly planned. Any changes made last minute may incur additional fees. Gould’s reserves the right to refuse removal of any items that are soiled, unsanitary or potentially hazardous.
- Freon: Any appliance that contains or previously contained Freon can be removed for an additional fee. This includes but is not limited to refrigerators, freezers, air conditioners, and dehumidifiers.
- There are additional environmental handling fees (EHF) when purchasing electronics.
- Moves: Delivery staff cannot move other furniture or appliances not included in your contract. Contact your salesperson for details.
- Please inspect your product at the time of delivery. Be sure to note any issues with the delivery personnel prior to their leaving your location. We will promptly repair, or if necessary, replace the damaged item. Repair or replacement is at our discretion. We cannot accept responsibility for any damages that are not noted at time of delivery.
- Concealed Damage: If you receive products still in their packaging and find concealed damage upon unpacking, DO NOT dispose of the packaging. Gould’s requires notification of concealed damage within 48 hours of delivery and will require pictures of the product and the packaging.
Customer’s "To Do" Prior to Delivery:
- Will your new product fit? Measure doorways, hallways and stairways to ensure that item(s) purchased will fit, prior to delivery.
- Prior to the delivery appointment, please remove interior and exterior house doors, trim, pictures (and hooks), breakables and all other hazards to fit new furniture and appliances.
- Ensure that the rooms and areas leading to the room are clear and ready for placement of items purchased.
- Protect flooring and carpet. For health and safety reasons, our delivery staff cannot remove their footwear.
- If access is not clear, the customer will be responsible for getting the merchandise from the closest point possible by truck, to the desired location in your home.
- For the safety of our delivery staff, driveways and walkways must be clear of snow, ice and other hazards.
- You will be advised when unusual or difficult delivery conditions are encountered and given the option of signing a damage waiver or having the merchandise returned to the store and reselecting other products. A restocking fee may apply when uncrated merchandise does not fit.
Pickups:
- Contact Gould’s at least 3 hours in advance to schedule a pickup.
- Pickups are available between 9:00 AM - 4:30 PM, Monday to Saturday.
- Some items may require assembly by you.
- Bring your own handling materials, such as ropes and blankets. Gould’s staff can load the items into your vehicle but are NOT PERMITTED to strap your items down.
- Inspect your purchase prior to departure.
- If concealed damage is found when opening your order, simply notify your sales associate within 24 hours. We will gladly arrange a time for you to return the item for repair, or if necessary, replacement. Repair or replacement is at our discretion. We cannot accept responsibility for damages that are brought to our attention after 24 hours.
- Damage done after pickup is not covered by warranty.
Shipping & Handling Costs
Costs for these services will be determined at the time of purchase or shipment.