Frequently Asked Questions
How do I pay for my order?
For your convenience, we accept Visa, MasterCard on our site and American Express can be processed by linking your card to a PayPal account. American Express cannot be processed directly on our site at this time.
How secure are my credit/debit card details?
Via Pay Pal we offer our customers the ability to buy without sharing personal or business information with the latest anti-fraud protection.
Can I expedite my order?
At Plum our goal is to help you create your dream room with ease and efficiency. We strive to process all orders as quickly as possible but are unable to rush a single order any faster than our standard efficiency.
Do you offer swatches of fabric, wood, and rug samples?
Yes, we encourage you to order fabric swatch and rug samples. Your Plum Design Consultant will leave samples with you at your Plum-at-Home Visit. You will receive samples of our suggested fabric samples, rug samples and wood finish samples in the mail with your Plum Online Package. We are happy to mail you any additional samples you require. Please request your samples at email@example.com
Do you offer customizations on your products?
Your Plum Design should feel uniquely yours. We have selected all our fabrics and finishes to coordinate with each other. We encourage you to select one of our Plum Fabrics or order our furniture COM and send us your own fabric selection. The yardage you will require for each piece of furniture is indicated in the “DOWNLOAD SPEC SHEET” option on the Furniture page.
What is your commitment to eco-friendly or green products and manufacturing?
All of our manufacturing is done locally in the Greater Toronto Area. We endeavor to use natural materials in all of our products. Our upholstered furniture is made from Canadian Maple wood frames.
Plum’s commitment to bringing happiness and great design to our clients means we will continue to strive to find better, healthier products without compromising great style.
I am planning on buying multiple of large pieces of furniture. I am not sure if it will fit in my home. How can I be sure?
Please refer to our Plum Measuring for Delivery Guide to assist you in determining whether the pieces you order will be able to be delivered to the room.
If you have purchased a Plum At Home Design Solution Package, our Plum Design Consultant will make sure that the pieces specified will be able to be delivered into your room.
We want you to have the assurance you need to order your furniture. Please contact us at firstname.lastname@example.org should you need our help in determining whether that furniture will fit.
Does PLUM re-upholster furniture?
We do not re-upholster furniture. We encourage you to source a local upholstery shop for your treasured pieces of furniture. However, most often you will find that it costs more to re-upholster old furniture than to buy new products. Browse our online showroom to view the latest trends and our exciting Plum Furniture Collection.
Will you remove my old furniture?
Unfortunately, we are unable to remove and dispose of your existing furniture. We encourage you to contact your local second hand furniture distributors to have your furniture removed and made available to those in need.
Can I purchase a Gift Certificate from Plum?
Yes, we sell gift certificates that can be applied to both our Plum Furniture Collection and our Plum Design Solutions Packages. Plum Gift Certificates can be purchased by contacting us at email@example.com and make welcome gifts for anniversaries, birthdays, or any other special occasion.
Do you deliver on Saturdays?
Yes, we deliver furniture Monday through Saturday.
What do I do if I don’t want to place my order online?
If you would rather talk to us directly to place your order, you can phone our team of trained advisors in the GTA at 416-961-3222 or 1-800-A-PLUM-LIFE. Simply call any time between 9am – 5 pm Monday to Friday EST. Alternatively, if you would like us to call you, please email us at firstname.lastname@example.org and indicate the best time and a number to call you.
How do you deliver furniture?
We ship our furniture via our common carrier, allowing us to reliably track your purchase en route.
Items are delivered by appointment. Our Plum Delivery Service will contact you for an appointment.
For more information, contact us at email@example.com
What is the cost for delivery?
Delivery surcharges and Crating Fees are necessary when shipping some of our larger or more fragile pieces of Furniture. Some Plum Furniture, Rugs and other large items are bulky and heavy, so our cost to ship them is higher than for other items. Certain fragile items will need crating in order to be shipped safely without being damaged. Plum Customer service will notify you via email of the additional costs for freight, shipping and duty (if applicable).
What do I need to do regarding delivery and setup of the furniture?
1. Please have the room and a path clear for delivery.
2. Please measure your room and stairways if applicable to make sure the furniture will fit properly. Some of the items we sell are very large and do not go up stairways with turns very well. We encourage you to use our furniture measuring for delivery guide for more suggestions on measuring your room.
If you are unsure if an item will fit, please call our office for exact measurements prior to ordering. It is the customer’s responsibility to make sure all items will fit. Unfortunately, we are unable to offer returns, refunds or exchanges on items if they do not fit.
Can you send me a catalog?
Plum is committed to respecting the environment, we do not print paper catalogs. Instead, we encourage you to print the furniture spec sheet of each piece of furniture you are interested in.
Can I pick up the items instead of having them delivered?
Our Plum warehouse is not set up to release items to individuals.
Can I return a product, exchange it or get a refund?
Plum is dedicated to making sure you love the furniture you purchase from us. Please let us help you make sure it fits and is the right piece for you. We encourage you to contact us at firstname.lastname@example.org.
Once your order is confirmed we will start producing your customized piece and you will be unable to cancel the order. We will not be able to accept returns, exchanges or grant you a refund.
Plum Design Solutions:
How do I know I will receive a Design Solution that I like and will suit my needs?
The Plum Design Solution is uniquely crafted to gather all the information we need to give you the best Design Solution for your room. Our experienced team of Designers will use the measurements and pictures that you provide to us of your room to find the best furniture layout. We will work closely with you through our Plum Client Questionnaire and your choice of Looks You Love to pre-determine a design solution that is right for you.
For best results, we encourage you to think about how you currently use the room and what you hope to achieve with your Plum Design Solution. Once you have your finished Plum Design Solution, you are still able to make changes to the furniture and finishes selections should you decide that you like something else.
What if I need to cancel my Design Consultation Appointment?
We understand that sometimes life requires appointments to be canceled. We have 48 hour cancelation policy. If for some reason, you have an emergency and need to change you Plum-at-Home visit, we allow for a one-time rescheduling.
How long should I expect the Plum-at-Home Design visit to take?
We allow for a 2 hour visit from the time our Plum Design Consultant arrives at your home. Because we will already have your measurements, pictures and Plum Client Questionnaire, sometimes the visit may be shorter.
How do I measure my room correctly?
We have included a Plum Room Measuring Guide and a Plum Room Photography Guide to help you through the easy steps of measuring and photographing your room. We are here to help you if you have any questions when measuring and taking pictures of your room. Please contact us at email@example.com.
Once we receive your measurements and pictures, we will review them and we will contact you by email if we need additional measurements or information from you.
If you prefer not to measure your room, we do offer a Plum At Home service. Currently it is available only in the Greater Toronto Area.
What if I would like to change part of my design or use other furniture?
Please feel free to substitute in any furniture you wish into your Plum Design Solution. If you change your mind and would like to see a completely different layout and choice of furniture, please book another Plum Design Solution with us. We would be happy to give you a different look.
What if I am not ready to order my furniture right away?
We understand that sometimes our clients are not ready to order their furniture right away. Our mission at Plum is to allow our clients to complete their rooms at their own pace and within their own budget. Please order your furniture whenever you are ready – whether it is one piece at a time or all at once.
How do I have my room painted or wallpapered as you suggest?
Any local painter will be able to paint or wallpaper your room as specified. We currently do not offer a painting or wallpapering service but we hope to offer it soon. Please check back with us at a later date.
How do I have my items installed correctly when they arrive?
Your Plum Design Solution Furniture Plan will be your master guide as to where to place your furniture. Please have it on hand when our Plum Delivery Service delivers your furniture. They will be happy to place your furniture in your room according to the Plan.
Our Mirrors and Headboards come with cleats to allow them to be mounted to the wall. Installation instructions are included.
What if I have a few additional design questions that are not a part of the room design I ordered?
We understand that you may have one or two Design questions for our Plum Design Consultants that are outside of the room that you booked your Plum-at-Home Design Solution for.
We are happy to answer your additional design questions. We charge $200 per question to a maximum of 5 questions. Our Plum Design Consultant will take your credit card payment during the visit and will be pleased to answer your Design questions.
The questions must address one specific item. For example: “Do you have a suggestion for a wall paper for my Powder Room?” or “What table would work best for my breakfast area?” or “I need roman blinds for my bedroom, can you chose the fabric and style for me?”
I would like to order Design Solutions for more than one room?
We would love to give you a Plum Design Solution for more than one room. Our Plum-at-Home Design visits can take up to 2 hours per room. We allow a maximum of up to 2 rooms at a time during any one visit. We encourage you to book another Plum-at-Home Design visit for any additional rooms so our Plum Design Consultant can be fresh and give you their best ideas.