Kid & pet friendly

FAQ

We're happy to help answer questions.

General

What is Pivot?
Pivot is a better alternative to buying furniture. You can now easily furnish your home with quality furniture at a fraction of retail prices with no loans or interest rates. Start subscribing and live your life free from the commitments of buying.
Who is Pivot for?
Everyone should have access to high quality furniture. Subscribing furniture makes it easier to live your life without the burden of ownership – you no longer have to worry about large upfront payments, moving trucks, or assembly instructions because Pivot delivers and assembles your furniture. No more throwing away or selling your old furniture for pennies. Fully enjoy your furniture knowing that we are here to help with repairs.

For those who prefer zero monthly subscription fees you can now purchase your furniture. Want to refresh your space? Use the sell back option and reclaim up to 75% of the purchase price to be used towards new Pivot furniture!
How can I benefit from subscribing furniture?
  • Skip the cost of showrooms and enjoy shopping from the comfort of your home.
  • Enjoy delivery by our Pivot Staff. Our courier teams are available 7 days a week, all day and evenings.
  • Relax while we assemble.
  • Most items are ready within a week of ordering
  • Get quality furniture at a fraction of retail prices. No loans or interest.
  • You are no longer stuck with old worn out furniture. Always have new items without breaking the bank.
  • Normal wear from regular use is expected.
  • Pivot is here to help with repairs by making them easier and more affordable than ever.
  • Don’t sell your furniture for pennies; with Pivot you never have to worry about your furniture losing value over time.
  • Pivot will pick up furniture when you are done with it. If you decide to return an item after 2 years, we will waive the pickup fee for you.
  • Sometimes the unexpected happens. You can opt-out of your subscription at any time.
  • Making major life changes are now easier than ever.
How is Pivot more sustainable than buying?
Millions of tons of furniture end up in landfills every year, even though most of the frames and connectors still have recoverable value. By using technology to recover the raw materials from furniture we cut down on consumption. The planet gets less waste and you get new furniture at a greatly reduced cost.
Why is Pivot smarter financially than traditional buying?
Pivot’s advanced technology greatly lowers the cost of furnishing while giving freedom and flexibility not available when traditionally buying furniture.

Your monthly subscriptions automatically stop the month before you have paid the full retail value of an item. You can keep enjoying the item, you can return it, you can swap it, or you can decide to own it.

Pivot’s zero interest, debt free, low monthly subscriptions are smarter financially than buying something upfront - especially with debt interest rates.
How long is the break-in period for my sofa?
Our products use high-resilience foam for long-term comfort and durability. At first, your cushions may seem firm but they will become softer over time. You can expect your sofa to be its firmest for the first two months.
What condition is the furniture in?
Most customers choose our “Better than New” condition which is made out of parts that have been restored by our advanced technology.

All conditions we offer:
Most Popular Choice
Better than new

Made with parts restored by our advanced technology – better for the planet and your wallet.
Made to order

Made exclusively with parts that are direct from factory.
Light visible wear

Lightly worn with small signs of wear. Availability will vary.
Heavy visible wear

Fairly worn and shows signs of previous use. Availability will vary.

To see what options a product is available in select the ‘other options’ link on the product details page.
How do you clean the furniture I return?
We take your furniture and break it down into parts—right down to the bolts. Using our technology, individual parts are professionally cleaned, sanitized, and sterilized. Each part goes through a series of inspections, repairs and refinishing processes. Recovered parts are used to build new products.

By using technology to recover and clean the raw materials from furniture we cut down on consumption. The planet gets less waste and you get new furniture at a greatly reduced cost.
Happiness Guarantee
Enjoy an item in your home. Take your time to decide if it is right for you. Returns are a flat $20 for any item swapped in the first 7 days. Conditions
How do repairs and PivotCare work if I accidentally damage the furniture?
We know you will care for your items but accidents happen. Normal wear from regular use is expected. Rest easy knowing our technology dramatically reduces the cost of repairs.

You have the option to add PivotCare, our accidental damage coverage, onto items of your choice. Without PivotCare you pay for any replacement parts your items may need.

Repair Cost Breakdown

Replacement Part Cost
Legs Under 12"

Legs on coffee tables, end tables, benches, sofas, chairs

$4-12 per part
Legs Over 12"

Legs on dining tables, bar tables, dining chairs, stools, bed posts, etc

$6-17 per part
Upholstered Items

Sofa arm cover, back cover, cushion cover, bed headboard cover, footboard cover, etc

$25-125 per part
Hard Surfaces

Tops of dining tables, coffee tables, console tables, end tables, desks, benches, etc

$15-75 per part
Accessories

All other items

$5-25 per part
Beyond Repair

Item is considered unusable and unrepairable

Full retail price less subscription fees paid to date
Why are prices different in some provinces?
We work hard to bring everyone the lowest prices possible. Whenever we are able to find lower cost transportation and warehouse spaces, we pass those savings along.
Can I get fabric samples?
You can order a fabric sample here: Fabric Samples

Subscription

How does furniture subscription work?
  1. Subscribe quality furniture for a fraction of the retail price. Unlike buying there are no large upfront costs, loans or interest.
  2. Choose when your items are delivered — most are ready within a week of ordering.
  3. Live life free from the commitments of buying, assembling, repairing and owning. Major life changes are now easier than ever.
How long can I subscribe my items?
Our subscriptions have no locked in commitments, you can subscribe for as many years as you want without worrying about the burdens of ownership. Swaps and returns are free after 2 years.
I have pets, can I still have a subscription?
Yes, Pivot is for everyone. We love pets as much as we love helping you with your furniture. To help you with any damage (including from pets), read the question "How do repairs and PivotCare work if I accidentally damage the furniture?"
How does it work if I need to move?
We can help make the move easy for you!

Provide us with at least one week's notice before your move and we can transport the items between your current and new place on the same day. Same day moving fees vary by season and with the frequency of your moves. Most moves only cost between one and three times your monthly subscription.

If you prefer to move items yourself, you still need to let us know where and when you will be moving them. We can provide instructions for taking the pieces apart for easy transport and assembly at the new location.

For more details contact us at support@pivotfurniture.com
How do subscription payments work?
You will be billed each month for your subscription payments. Your card will automatically be charged on the same day of the month as your first order date. E.g. if your first order date was September 10th your next billing dates would be October 10th, November 10th, etc.

Your billing date is the day you place your first order to reserve (or have us build) your items for delivery. Monthly charges are always for the full amount of the item(s) being subscribed even in the month of a return.

Please be sure to provide us with up-to-date billing information. You can make changes to your billing information in your Pivot Account.
Can I purchase my subscribed furniture?
If you decide to buy your item, you simply subtract the subscription payments you’ve paid towards that item from the retail price. For example, if a sofa has a retail price of $1,499.00 and is subscribed at $14.99/month, then after 10 months your buyout price would be $1,349.10 ($1499.00 - $149.90).

If you want to purchase your item contact support@pivotfurniture.com.
Will subscription prices ever change?
With communicated notice, we reserve the right to reasonably increase item subscriptions to reflect rising costs from materials, labor, and inflation.

Purchase and Sell Back

How does selling back an item work?
  • Send us photos of the Pivot furniture you would like to sell
  • Our team will assess the condition and provide you the sell-back price
  • We will come disassemble and pickup the furniture for free
  • Reclaim up to 75% of your purchase price as an account credit
Can my furniture be repaired?
All Pivot furnishings, both subscribed and purchased, come with access to our Pivot repair centers. All Pivot furnishings are designed with advanced manufacturing technology that allows reclamation and repairs at a fraction of the cost of traditional old furniture.

You have the option to add PivotCare, our accidental damage coverage, onto items of your choice. Without PivotCare you pay for delivery fees and any replacement parts your items may need. Some examples of replacement part costs are provided below.

Repair Cost Breakdown

Replacement Part Cost
Legs Under 12"

Legs on coffee tables, end tables, benches, sofas, chairs

$4-12 per part
Legs Over 12"

Legs on dining tables, bar tables, dining chairs, stools, bed posts, etc

$6-17 per part
Upholstered Items

Sofa arm cover, back cover, cushion cover, bed headboard cover, footboard cover, etc

$25-125 per part
Hard Surfaces

Tops of dining tables, coffee tables, console tables, end tables, desks, benches, etc

$15-75 per part
Accessories

All other items

$5-25 per part
Beyond Repair

Item is considered unusable and unrepairable

Full retail price less subscription fees paid to date
How does payment work?
We accept Visa, Mastercard and American express credit cards as well as Visa Debit and Mastercard Debit.

A hold is placed on the card upon checkout, and the card is charged when you confirm a delivery time.
How does the Happiness Guarantee work for purchases?
Enjoy an item in your home. Take your time to decide if it is right for you. Swap any item for a flat $20 in the first 7 days.

When making a happiness guarantee swap of a purchased item, the difference in price to the new item will be applied as a credit to your account.

Any damage to the item will be repaired at our standard repair center costs prior to any difference in price being calculated.

Delivery

I’ve placed an order, what happens next?
You will be contacted by our customer care team to confirm a convenient delivery date and time. Our courier teams are available 7 days a week, all day and evenings.
Where does Pivot deliver?
We deliver to apartments, condos, homes, basements, etc. Pivot is growing and will be available in more cities soon. We are currently available in surrounding locations near Calgary, Regina, Vancouver, Saskatoon, Burnaby, Coquitlam, Delta, Edmonton, New Westminster, North Vancouver, Prince Albert, Red Deer, Richmond, Surrey, West Vancouver and Winnipeg.

If you would like us to come to your city soon, please let us know by contacting us at support@pivotfurniture.com.
How quickly can I get my furniture?
Unlike when you buy furniture, you no longer have to wait forever for your furniture to arrive. Most of our deliveries are ready within a week of ordering. Our courier teams are available 7 days a week, all day and evenings.
What should I expect on the day of my delivery?
  1. When the courier arrives at your scheduled delivery time, show them where you want your furniture.
  2. After carrying your furniture in, your courier will start assembling.
  3. Your courier will clean up and be on their way.

Helpful tips:
  • Arrange someone to be home during the delivery.
  • Arrange elevator access and open locked public doors if required.
  • Provide parking with easy access to your home.
  • Clear obstacles and walkways.
  • Clear an area twice the size of your item for assembly.
  • Safely secure all pets.

If there is anything we should know about your delivery contact support@pivotfurniture.com
Can my furniture be delivered in a tight space?
Our Pivot staff have delivered items in a variety of small doorways and elevators. Rest easy knowing we have never experienced a space that our furniture hasn’t fit through.
How do I swap or return an item?
Pivot has no locked-in time commitments.

Returns are made from your account page when you are signed in. We will contact you to confirm a time for our couriers to disassemble and pick up your return.

If you would like to swap for something else, place a new order after your return and we can deliver it at the same time we pick up your return.

Swap or Return fees:

After 2 years: Free
Before 2 years: Pay 2x monthly subscription fee
Can I tip my courier?
Yes, tips are optional. 100% of all tips go directly to your courier.
  1. Tip your courier in cash at the time of your delivery. OR
  2. Tip your courier online after the delivery through your Pivot account.
Can I cancel, reschedule or change my order prior to delivery/pick up?
You can reschedule, cancel or make changes to your order for free within 24hrs of receiving your delivery/return time confirmation. If you need to make a change after 24hrs of your confirmation and prior to your scheduled date, you can do so for a 2x monthly subscription fee.