Customer Care

Shipping Overview

We provide fast and reliable delivery across Canada through trusted carriers. Every order includes full tracking so you can monitor your shipment from dispatch to arrival.

Tracking Information

A tracking email will be sent as soon as your order ships so you can follow your delivery in real time.

Delivery Attempts

If a delivery attempt is missed, the carrier may require a re-delivery appointment.
Our customer service team can help coordinate this if needed.

Remote & Restricted Areas

While we ship to most regions in Canada, some remote or restricted locations may fall outside our delivery coverage. If you are unsure whether your address is eligible, please contact our team for assistance.

Massage Chairs — 30-Day Peace of Mind

We offer a 30-day peace-of-mind return on all massage chairs. Items must be:

• Clean, undamaged, and in like-new condition
  
  
• Returned with all original packaging and accessories
  
  
• Free of signs of misuse or wear
  
  

Customers may coordinate the return shipment using the carrier of their choice.
Our team is always available to offer guidance throughout the process.

Cloud Modular Sofa — Custom Product

The Cloud Modular Sofa is a custom-made item and is not eligible for standard returns.
If you notice a manufacturing defect, please notify us within 48 hours of delivery so our inspection team can review and assist under your warranty coverage.

Palma Dining Set — 30 Days

The Palma Dining Set includes a 30-day return window for unused items in original packaging.
Customers may use their preferred shipping carrier for returns, and our support team can help guide the process.

Order Changes & Cancellations

Orders may be cancelled within 24 hours of purchase. After this period, items may enter processing and may no longer be eligible for cancellation.

Refund Processing

Refunds are issued once the returned item has been received, inspected, and approved.
Please allow 3–10 business days for the refund to appear on your original payment method.

Payment Security

All transactions are processed through encrypted, PCI-compliant systems to protect your personal and financial information.

Payment Methods Accepted

We offer a wide range of flexible and secure payment options, including:

• Visa, Mastercard, American Express
  
  
• Interac / Debit
  
  
• Shop Pay
  
  
• Shop Pay Installments
  
  
• Affirm Installment Plans
  
  
• Apple Pay
  
  
• Google Pay
  
  
• PayPal (if enabled)
  
  

Billing Accuracy

Please ensure your billing information matches your bank records to avoid delays.

Your security and privacy are our top priorities. SoftSeason uses industry-leading payment technology to ensure your information is protected at every step of your purchase.

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How We Protect Your Payment Information

SSL Encryption

All payment transactions are encrypted using 256-bit SSL (Secure Socket Layer) technology. This means your credit card details and personal information are scrambled and unreadable as they travel from your browser to our secure servers.

PCI DSS Compliance

We are fully compliant with PCI DSS (Payment Card Industry Data Security Standard), the highest level of security certification in the payment industry. Your card information is never stored on our servers—it's processed directly through our secure payment gateway.

Shopify Secure Checkout

We use Shopify's trusted checkout system, the same platform used by millions of businesses worldwide. Shopify is certified Level 1 PCI DSS compliant, meeting the most stringent security standards.

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Accepted Payment Methods

• Visa, Mastercard, American Express, Discover
• Shop Pay for faster, secure checkout
• Apple Pay and Google Pay
• PayPal (if applicable)

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Your Data Privacy

We never share, sell, or store your complete payment information. Card details are tokenized and processed through secure, encrypted channels. For more information about how we handle your data, please review our Privacy Policy.

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Safe Shopping Guarantee

If unauthorized charges appear on your card due to a purchase made on our site, contact us immediately. We'll work with you and our payment processor to resolve the issue.

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Questions About Payment Security?

If you have any concerns or questions about payment security, we're here to help. Please don't hesitate to reach out support@softseason.ca or (778) 776-0407.

Massage Chairs — 1-Year Warranty

All massage chairs include a 1-year limited warranty from the date of delivery.

What’s Covered

• Internal components (motors, pumps, rollers, internal mechanisms)
  
  
• External accessories (arm panels, leg-rest parts, control units)
  
  
• Mechanical and electrical performance issues
  
  
• Functional defects caused by manufacturing or assembly
  
  

All claims are verified by our inspection team.

Not Covered

• Improper operation or misuse
  
  
• Unauthorized disassembly, modification, or repair
  
  
• Physical damage, drops, or environmental exposure
  
  
• Improper power connection, power surge, or incorrect charging
  
  
• Stains, spills, cosmetic wear, or normal use changes
  
  

Warranty Support

Provide your order number, photos/videos of the issue, and a brief description.
Our team will arrange repair, part replacement, or product replacement when applicable.

Cloud Modular Sofa — 1-Year Manufacturing Defect Warranty

Covers structural defects, connectors, hardware, and production-related faults affecting normal use.
Does not cover wear and tear, stains, color or texture variations, pilling, or accidental damage.

Palma Dining Set — 1-Year Manufacturing Defect Warranty

Covers structural and hardware defects affecting normal use.
Excludes natural grain variations, minor scratches, and accidental damage.

Warranty Support

At SoftSeason, we stand behind the craftsmanship and quality of every product. All furniture includes a one (1) year limited warranty from the date of delivery, covering manufacturing defects under normal residential use in Canada.

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Warranty Terms

 

Massage Chairs — 1-Year Warranty

Our massage chairs are covered by a 1-year limited warranty protecting essential performance and functionality, including:

• Mechanical and electrical components
• Internal systems and accessories
• Parts affecting normal operation

Not covered: improper use, unauthorized repairs, accidental damage, or external factors such as impact or moisture.

If a verified defect is confirmed, SoftSeason will arrange repair, replacement parts, or product replacement where applicable.

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Modular Sofas — 1-Year Limited Warranty

All modular sofas include a 1-year limited warranty covering structural and manufacturing defects, including:

• Frame or structural issues
• Connector or hardware faults
• Production-related defects affecting everyday use

Not covered: normal wear, fabric pilling or fading, stains, or damage caused by improper assembly or handling.

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Dining Sets — 1-Year Limited Warranty

Our dining sets are covered by a 1-year limited warranty protecting against craftsmanship or structural defects, such as:

• Frame or construction issues
• Hardware or assembly faults
• Manufacturing defects affecting regular indoor use

Not covered: natural wood variations, minor surface marks, normal wear, or accidental damage.

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How to Submit a Warranty Claim

To begin a warranty request, please provide:

• Your order number
• Photos or videos showing the issue
• A brief description of the concern

Our inspection team will review all claims and provide a solution such as repair, replacement parts, or product replacement when applicable.

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Important Notes

• Warranty is non-transferable and applies only to the original purchaser
• Proof of purchase is required for all warranty claims
• Warranty begins on the date of delivery
• Replacement parts or products are warranted for the remainder of the original warranty period

 

Our Commitment

SoftSeason is dedicated to offering modern, design-focused furniture supported by reliable service and transparent warranty protection — so you can shop with confidence.

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Questions?

For warranty inquiries or to file a claim, contact us at support@softseason.ca or (778) 776-0407.

Order Tracking

A tracking link will be emailed to you as soon as your order ships.
You can monitor every step of the delivery from dispatch to arrival.

Delivery Updates Include:

• Shipment confirmation
  
  
• In-transit scanning
  
  
• Out-for-delivery notification
  
  
• Delivery confirmation

Warranty Support

At SoftSeason, we stand behind the craftsmanship and quality of every product. All furniture includes a one (1) year limited warranty from the date of delivery, covering manufacturing defects under normal residential use in Canada.

---

Warranty Terms

 

Massage Chairs — 1-Year Warranty

Our massage chairs are covered by a 1-year limited warranty protecting essential performance and functionality, including:

• Mechanical and electrical components
• Internal systems and accessories
• Parts affecting normal operation

Not covered: improper use, unauthorized repairs, accidental damage, or external factors such as impact or moisture.

If a verified defect is confirmed, SoftSeason will arrange repair, replacement parts, or product replacement where applicable.

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Modular Sofas — 1-Year Limited Warranty

All modular sofas include a 1-year limited warranty covering structural and manufacturing defects, including:

• Frame or structural issues
• Connector or hardware faults
• Production-related defects affecting everyday use

Not covered: normal wear, fabric pilling or fading, stains, or damage caused by improper assembly or handling.

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Dining Sets — 1-Year Limited Warranty

Our dining sets are covered by a 1-year limited warranty protecting against craftsmanship or structural defects, such as:

• Frame or construction issues
• Hardware or assembly faults
• Manufacturing defects affecting regular indoor use

Not covered: natural wood variations, minor surface marks, normal wear, or accidental damage.

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How to Submit a Warranty Claim

To begin a warranty request, please provide:

• Your order number
• Photos or videos showing the issue
• A brief description of the concern

Our inspection team will review all claims and provide a solution such as repair, replacement parts, or product replacement when applicable.

---

Important Notes

• Warranty is non-transferable and applies only to the original purchaser
• Proof of purchase is required for all warranty claims
• Warranty begins on the date of delivery
• Replacement parts or products are warranted for the remainder of the original warranty period

 

Our Commitment

SoftSeason is dedicated to offering modern, design-focused furniture supported by reliable service and transparent warranty protection — so you can shop with confidence.

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Questions?

For warranty inquiries or to file a claim, contact us at support@softseason.ca or (778) 776-0407.