Frequently Asked Questions
Find fast answers about accessing furniture assistance through Furniture Bank, including our referral process, what to expect during your showroom visit, and how subsidized delivery works.
Getting a Referral & Eligibility
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Can I apply directly to Furniture Bank for furniture?
No. To access our services, you must be referred by one of our registered social service Partner Agencies. We do not accept direct requests or walk-ins. Please contact a local social service agency or shelter to inquire about their referral process.
Who qualifies for furniture assistance?
You must be referred by a registered Partner Agency and meet at least one of the following criteria:
- Transitioned out of homelessness or secured new housing within the last 12 months
- Newcomer or refugee to Canada
- Woman or child leaving a shelter
- Lost your furniture due to fire, flood or severe pest infestation
- Participating in an eligible program through your referring Partner Agency
Your Partner Agency will confirm your eligibility and submit the referral for you. Review our complete eligibility requirements.
Can I receive furniture more than once?
Generally, clients are eligible for one furniture delivery per family or residence. Exceptions may be made in extreme, verifiable circumstances, such as a subsequent fire or flood. A new referral from a Partner Agency is required.
Choosing Your Furniture
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Do I get to pick my own furniture?
Yes! Once your referral and delivery fee are processed, you will visit our Etobicoke showroom in person. You get to walk through and hand-select the furniture and home goods to build your home based on what is available that day.
Is the furniture new or used? (And what about pests?)
We provide gently used, community-donated furniture in good condition. Every item is carefully inspected before it is accepted and again before it reaches the showroom. We also use professional pest-control services and take proactive steps to prevent pests from entering our facility or furniture.
What if the furniture doesn't fit, or I change my mind?
All selections are final. It is critical that you accurately measure your living space, doorways, and elevators before your showroom appointment. We cannot process returns or exchanges on delivery day due to sizing issues or changes in personal preference.
Delivery & The $300 Fee
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Is the furniture completely free?
The furniture itself is provided at absolutely no cost. However, there is a mandatory $300 subsidized delivery fee. This fee pays for the commercial trucks, gas, insurance, and the professional moving team required to safely transport the items into your home. You must pre-pay this fee (usually by credit card) to secure your showroom appointment.
Can I rent my own truck and pick up the furniture to save the $300?
No. For logistical and safety reasons at our warehouse, we do not offer a client pick-up option. All furniture must be delivered by our professional fleet.
Where do you deliver?
We deliver to addresses within the Greater Toronto Area, including:
- City of Toronto, including Scarborough
- Peel Region, including Mississauga and Brampton
- York Region, including Thornhill, Markham, Richmond Hill, Vaughan and Aurora
- Select areas of Halton Region, including Oakville
Review our complete delivery area and eligibility guidelines.
If you live outside our delivery area, visit the Furniture Bank Network Directory to find a furniture bank near you.
What happens on delivery day?
Deliveries occur Monday through Friday between 9:00 AM and 4:00 PM. Our team will call you 30 minutes before they arrive. You must be home. If no one is home to receive the delivery, there is an additional $300 missed-delivery fee to cover the cost of sending the truck out a second time.
Will the movers carry furniture up the stairs?
For the safety of our teams, if your building does not have an elevator, our movers can only deliver up to the second floor. If you live on the third floor or higher, you must arrange for your own friends or family to help carry the items the rest of the way.
Still have questions?
How to Get Furniture
We work exclusively through community referrals. Learn how to connect with one of our partner agencies to book your showroom appointment and hand-select your furniture.
Check Eligibility
Furniture Bank serves individuals and families in the Greater Toronto Area who are referred by a registered social service agency. Review our guidelines to see if you qualify.
