Kid & pet friendly

FAQ

We're happy to help answer questions.

General

Pivot is the best way to save money on furniture by saving the environment.

As the largest furniture circular economy in Canada, Pivot is advancing the future of how Canadians furnish their spaces.
  • Skip the cost of showrooms and enjoy shopping from the comfort of your home.
  • Enjoy delivery and assembly available in the room of your choice.
  • Exchange for new items without breaking the bank.
  • Repairs are quick and easy with no need to take the items out of your home.
  • Sell back your Pivot furniture for credit or cash.
  • Free returns anytime after 6 months
The way expensive furniture is now commonly built creates millions of tons of furniture that end up in landfills every year. You and future generations pay for the cost of this. By using advanced technology and high quality materials, Pivot is able to reverse this trend. Our circular technology recovers 90% of our furniture’s raw materials, reducing waste and logistic cost. The planet gets less waste, operations remain local and you get new furniture with fantastic payment and sell back options.
Most customers choose our “Better than New” condition which is made out of materials that have been reclaimed by our advanced technology.

All conditions we offer:
Most Popular Choice
Better than new

Made with materials reclaimed by our advanced technology – better for the planet and your wallet. Some surfaces may be lightly worn with small signs of wear.
Made to order

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

Visibly worn with noticeable wear over the majority of the item. Availability will vary.
Heavy visible wear

Structurally sound, but heavily worn with marks, rips and tears common. Availability will vary.
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.
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 exchanged in the first 30 days. Conditions
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.
You can order a fabric sample here: Fabric Samples

Exchanges, returns and sell back

  • Log into your Pivot account and place a sell back request for any item within 15 years from the date you placed your order.
  • We will come pickup the furniture for free within major cities
  • For purchased items, receive 50% of the original amount you paid as an account credit or 20% cash back upon return.
  • For items fully paid through monthly installments, receive 20% of the amount you paid as an account credit or 10% cash back upon return.
  • Any Pivot credit applied towards the purchase is not counted in the amount paid.
  • Log into your Pivot Account place a Buyout request for your furniture under Deliveries / Exchanges / Returns
  • Once your buyout request has been processed, your monthly payments stop!
  • Products that begin under our monthly installments plan and are later bought out are considered fully paid through monthly installments, and eligible for up to 20% as an account credit through our Sell-Back policy.
We only accept payment through major credit cards such as American Express, Mastercard, and Visa.
Enjoy an item in your home. Take your time to decide if it is right for you. Exchange any item for a flat $20 in the first 30 days after delivery.

You can exchange for any item(s) totalling 80% or more of the returned item’s value. Items received from a Happiness Guarantee exchange are not eligible for a second Happiness Guarantee exchange.

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

Any damage to the returned item will be charged to your account.
You can exchange for other item(s) for $20 within the first 30 days as part of our Happiness Guarantee.

You may return an item purchased in full at checkout within the first 30 days, for a refund to the original payment method less $49 for return shipping and a material reclamation and sanitization fee of 10% of the purchase price. After 30 days, you may sell back the item

For items purchased through monthly installments, upon cancellation you will be billed the full 6 months minus what you’ve already paid. Returns and exchanges are free after 6 months.

You may sell back an item purchased through monthly installments once it is fully paid.
You may move your items to / within any city Pivot operates in.

Before you move, make sure you provide your new address details in your account here.

Assembly instructions for your products are available in your account under Products / Instructions / Reviews.
Billing starts at the time of checkout to reserve your items for delivery. A hold is placed on the card upon checkout, and the card is charged when you confirm a delivery time. If an order is canceled within 5 days or before a scheduled delivery time has been confirmed, the hold will be dropped from your financial statement as if it never happened.
For items purchased through monthly installments, the payment amount is based on the purchase price divided evenly over your term length. Monthly installments remain the same throughout the term.
You have the option to convert any Sell Back Credit in your account into cash at any time at a rate of $2 of Sell Back Credit for $1 of cash. You may initiate the request in writing atsupport@pivotfurniture.com. If Pivot cannot refund the cash to your credit card on file, you must provide a mailing address for a cheque to be mailed to You by Pivot.
For convenience and transparency, we have provided a list of the fees you may opt into or need to pay for services provided by Pivot.

Fee ForWhen is it ApplicableAmount
PivotCareOptionally selected when adding products to your cart. Paid at checkout or added to your monthly installment.Varies by product. You can view the amount in your cart by adding the product to your cart.
DeliverySale price items and some extended delivery areas have delivery fees. Fee is added when adding items to your cart. Paid at checkout.Varies by city and product. You can see any applicable delivery fees by adding the product to your cart.
AssemblyOptionally added to your cart when adding items to your cart. Paid at checkout.Varies by product. You can view the amount in your cart by adding the product to your cart.
Happiness GuaranteeIf you choose to exchange a product within the first 30 days. Paid at the time of placing the exchange request.$20.00
DamageIf furniture is accidentally damaged, Pivot will repair the damage. You can request the repair anytime, or automatically when an item is returned or sold back to Pivot. Varies by extent of damage. See repairs for breakdown of cost per repair. If you have purchased PivotCare for the damaged item, fee is capped at $49 each. If the repair costs less than $49, you will be charged the lesser amount.
Return Policy for items purchased in full at checkoutWhen returning an item purchased in full at checkout within 30 days. You receive back the full purchase price less $49 for return shipping and a material reclamation and sanitization fee of 10% of the purchase price.
Return Policy for items paid by installmentsReturns in the first 6 months: Paid at the time you place the return. Returns after 6 months: No fee to return an item.

You pay the price of 6 monthly installments minus what you’ve already paid.
For example: If the monthly installment is $10 and you’ve paid three installments, you would owe $30.
NSF FeeOn your billing date if a payment fails.$25.00

Delivery

You will be contacted by our customer care team to confirm an arrival window. Our courier teams are available 7 days a week.
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 Airdrie, Banff, Burnaby, Calgary, Canmore, Chilliwack, Cochrane, Coquitlam, Delta, Edmonton, Headingly, Humboldt, Langley, Maple Ridge, Martensville, Mission, New Westminster, North Vancouver, Pitt Meadows, Port Coquitlam, Prince Albert, Red Deer, Regina, Richmond, Saskatoon, Sherwood Park, Squamish, Surrey, Vancouver, Warman, 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.
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.
  1. Arrange someone to be home during the delivery.
  2. Arrange elevator access and open locked public doors if required.
  3. Provide parking with easy access to your home.
  4. Clear obstacles and walkways.
  5. Clear an area twice the size of your item for assembly.
  6. Safely secure all pets.

If there is anything we should know about your delivery contact us
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.
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.
You can reschedule, cancel or make changes to your order for free within 24hrs of receiving your delivery/return time confirmation. Changes and cancellations can also be made up to 2 weeks before the delivery for no charge.

If you need to make a change within 2 weeks of the delivery and after 24hrs of your confirmation, you can do so for a fee equivalent to 1x the monthly payment.
During the checkout process, you can request a date for your delivery that we will do our best to accommodate. Once the order is submitted a member of our customer care team will reach out to confirm a date for your delivery.

Repairs

All Pivot furnishings 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. PivotCare is subject to the same conditions as regular use of our repair centers, with repairs conditional on availability of materials. 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 monthly payments paid to date