Claims and Warranty

It is our primary goal to ensure your product arrives safely and promptly. If your order arrives damaged, or has defects, please be assured that True Contemporary will do everything possible to resolve your claim quickly and efficiently.

The most import thing to remember is to inspect your order for visible damages while it is being delivered.

If you see damages to the boxes or product, it MUST be noted on the delivery receipt or handheld device.

What do I do when my order has visible damages?

  • Make sure you note all the damages on the delivery receipt.
  • Open up the boxes within 5 business days of delivery and make sure all the pieces are intact. If there are damages, you need to email us pictures within 5 business days of delivery showing the damages.

Failure to inform us of freight damages to your order within 5 business days will result in your claim being denied. If a claim is denied, any costs for repairs or replacement parts will be paid for by the customer.

How do I file a claim with True Contemporary?

Email us at and let us know you want to file a claim and we will send you an email, which requires your response with the requested information.

What information is needed for a claim?

We will request the following information:

  • Original order number
  • Photographs of the boxes, showing the condition they were received in.
  • Photographs showing the product code on the boxes.
  • Photographs showing the entire item, plus close ups, that clearly show the damage or defect.
  • Please include descriptions of what is damaged or defective, using part numbers or letters from the assembly instructions.
  • If the boxes were visibly damaged, was this noted on the delivery receipt before receiving the order?
  • Please advise if your delivery address has changed.

This information will allow us to properly evaluate your claim.

How long will it take to resolve a claim?

The length of time it takes to resolve a claim depends on how quickly we receive the information we require, and how willing our customers are to work with us. We understand the frustration experienced when an item arrives damaged, and we will work with you to have the damaged pieces fixed, replaced, or discounted depending on the extent of the damages.

If we need to send out replacement pieces, it may take awhile for the pieces to be received however some replacement parts are also in stock. In some instances we may ask our customers to be patient if we are waiting for a new shipment to arrive into our warehouse. We will advise you when we are expecting the replacement pieces to arrive and keep you informed with regular updates as to the status of your claim. Please keep in mind that we will work diligently to rectify your claim as quickly as possible so you can start fully enjoying your furniture.

What will True Contemporary do to resolve the claim?

We will review the pictures and, based on our experience, determine if the best course of action is to replace, repair, or discount any product on a case by case basis. Many defects and damages are very minor in nature, which can be easily fixed by a professional furniture technician (if one is available in your area). If you do not want to have a repair person come to your home, a discount can be offered to help facilitate repairs. If the damage or defect cannot be fixed, replacement goods and/or parts will be issued as necessary. Remember, for some products on our site you are buying a solid wood item and variances in wood grain, knots, sheen and colour will occur. The variances should be admired for their originality and beauty, not as defects in some cases.

What to do with the damaged or defective items?

Sometimes damages or defects are severe enough that a replacement is necessary. The freight company or factory may require the defective or damaged piece for salvage so we request that nothing is disposed of without True Contemporary's written permission. Please note that when replacements are sent out, the freight company may require salvage of damaged goods before your replacements have been delivered. If salvage is not required, True Contemporary is not responsible for the disposal or donation of the damaged or defective items. In some cases, our partners will require our customers to donate or destroy the defective piece prior to a replacement being sent. It is the customer’s responsibility to complete these steps when needed.

What is a warranty claim?

All items, unless otherwise noted, are brand new and in original packaging. This means that every new item is covered under the factory's warranty. Generally, products are covered for one year, however, the length of the warranty and what is covered does vary for each individual factory. All warranty issues are subject to the factory's terms and conditions as detailed in their warranty policies; therefore, all replacements must be approved by the factory. Please note that while replacement parts are free of charge, it is the customer's responsibility to pay for the freight costs associated to have them sent to their home.

How to file a warranty claim?

Email us at and let us know you want to file a warranty claim and we will send you an email, which requires your response with the requested information.

What information is needed for a warranty claim?

We will request the following information:

  • Original order number.
  • Photographs of the defects.
  • Please advise if your delivery address has changed.
  • Please include descriptions of what is defective, using part numbers or letters from the assembly instructions.

Once we have this information, we will forward it to the factory for review and a decision.

Did you purchase a CPS Furniture Extended Warranty Plan and need to file a warranty claim?

The CPS Furniture Extended Warranty Plan covers any mattress; wood or hard surface furniture; and fabric, leather, and vinyl upholstery. This plan covers any accidental stains, and manufacturer flaws and defects, as well as accidental punctures, rips, burns, breakage of frames, springs, sleeper mechanisms, and internal mechanisms and hardware.

Your CPS Accidental Furniture Warranty Plan coverage begins on the date of purchase. For example, if you purchase a piece of furniture with a 5 year CPS plan, you will receive 5 total years from date of purchase. There is a 30 days claims hold to prevent DOAs or manufacturer defects, and CPS coverage will begin on day 31. Contact CPS directly if you need to file a claim after the first 30 days of purchase.

You can file a claim with CPS by signing into your account on and by clicking file claim, or alternatively by giving CPS a call at 1-800-905-0443.

Find more information on the CPS Furniture Extended Warranty Protection FAQ.


Due to variations in photography, monitors, and lighting, True Contemporary cannot guarantee that the finish of the product will be exactly as pictured. Imperfections or variations in the grain, colour, or sheen may occur naturally in wood as well as during the dyeing/tanning process of fabric and leather. As a result, these naturally occurring characteristics are not viewed as damages or defects and therefore a claim in these instances will be denied.