Must Societe offers various delivery services for all your orders, whether purchased in-store or online. During your purchase, you will be prompted to select one of the following options. Important to note that not all options are available for all items.
Pick-up In-Store
- Fee: This option is offered at no charge.
- Availability: Available at select locations in Quebec and Ontario. Due to size restrictions, some items may not be available for pick-up.
- Process: A confirmation email will be sent once your item is ready. The original or electronic receipt must be presented.
- Timeframe: Once notified, the order must be retrieved within 14 days.
Customer Note: You must arrive with a vehicle of sufficient size to securely transport the merchandise in its original packaging. If not, you will be asked to sign a form accepting the product as is, indicating that the possibility of return is null and void by Must Societe.
1. Front-Door Delivery (Drop)
For apartment and condo buildings, delivery is made to the main lobby or common exterior door. Delivery personnel will not bring items up to individual floors or cross the threshold of your private residence.
- Process: Accessories are delivered by standard shipping. Furniture is delivered in its packaging to the front door of your house or apartment building. Our delivery department or partners will contact you with a delivery window and a tracking number will be sent by email.
- Not Included: In-home delivery, installation, or garbage removal of any kind.
- Signature: A signature is not required.
Customer Note: Must Société and its partners are not responsible for damage related to inclement weather, theft, or injuries resulting from customer handling. For security purposes, photographic proof will be taken by the carrier upon drop-off to confirm delivery. Any damage claim using this service must be reported within 48 hours of receiving the delivery.
2. Inside-Room Delivery (Room of Choice)
- Process: Items are delivered by national and local partners. You will receive tracking notifications and be contacted with a delivery window. The order will be placed in the room of your choice.
- Not Included: Installation or garbage removal.
- Signature: Customer signature is required.
3. White Glove Delivery
- Process: Our team will place the order in the room of your choice, assemble your items (1-3 products), and remove any packaging and garbage.
- Estimated time: Dedicated assembly time of 1–4 hours.
- Availability: May not be available in certain remote areas (Zone C, 200km+).
4. Premium White Glove Delivery
- Eligibility: Applicable for orders above $20,000 requiring assembly of 4 or more products.
- Process: Placement in room of choice, complete assembly, and packaging/garbage removal.
- Estimated time: Dedicated assembly time of 4–8 hours.
General Terms and Conditions
Preparing for your delivery
- Accuracy of the delivery address and phone numbers is the customer's responsibility. Must Société assumes no responsibility for delays due to incorrect contact information.
- It is your responsibility to verify product dimensions and measure all access points (doorways, hallways, staircases, elevators) to ensure items can be easily moved into the intended room. If delivery cannot be completed due to unreported space constraints, initial delivery fees will not be refunded and return or restocking fees will apply.
- Indoor and outdoor access must be safe, cleared, shoveled, and de-iced. Must Société reserves the right to cancel delivery if access is deemed unsafe. You must notify us of any issues that could interfere with delivery.
- While our teams exercise the utmost care, Must Société is not responsible for minor property damage (floors, walls) if delivery requires navigating furniture through tight spaces. We highly recommend protecting your floors prior to the team's arrival.
At the time of delivery
- The delivery team will not move existing furniture not included in your purchase.
- A person aged 18 or older must be present to verify the order for Inside-Room Delivery, White Glove, and Premium deliveries. If no one is present, delivery fees will be charged again for subsequent attempts.
- A packing slip will be provided. It is highly recommended to review it immediately. Signing this slip confirms that the item was received in apparent good condition. Any claim for aesthetic damage not noted on the slip at the time of delivery may be refused, excluding manufacturing defects covered by warranty.
- If products are damaged or defective, report it immediately to the team to note on the slip. You may refuse delivery or keep the product, and our customer service will reach out within two business days.
Safety and Logistics
- Delivery personnel must always keep their safety shoes on.
- If an item does not fit in the elevator, the delivery team will assess if it can be safely carried up the stairs. For safety reasons, deliveries beyond the third floor without an elevator are not permitted. The delivery will need to be rescheduled and additional fees will apply.
Split Deliveries and Time Slots
- If your order includes multiple items, we usually wait until the entire order is in stock to ship it together.
- Backordered items may delay delivery. At the time of purchase, you can choose to receive in-stock items sooner.
- Deliveries depend on supplier schedules and are within a non-guaranteed time frame. Must Societe will do its best to notify you of delays to determine a solution.
Changes and Storage Fees
- Requests to change delivery must be made at least 48 hours prior to the scheduled time, or additional fees may apply.
- Once notified the order is ready, you must coordinate pickup or delivery. An appointment must be planned within 15 days, or daily/weekly storage fees will apply.