Client FAQ

Frequently Asked Questions

What you need to know about getting furniture from Furniture Bank.

How do I receive furniture from Furniture Bank?

PLEASE NOTE: You must be referred to Furniture Bank by a partner agency or shelter.

Individuals and families cannot make appointments directly with Furniture Bank and we do not accept walk-ins.

If you would like to receive furniture from Furniture Bank, you must be referred to us by one of our Partner Agencies.

If you already receive assistance from a social service agency, please have your worker determine if the organization is one of our partner agencies.  If it is, and you meet criteria, your worker will be able to book an appointment for you.

If you do not currently have a social worker, please contact one of our partner agencies.

Can I be referred by my OW or ODSP worker?

Many clients we serve receive government support such as OW or ODSP. However, your OW or ODSP worker cannot refer you to Furniture Bank.

Only agencies partnered with us can refer you to Furniture Bank. You can ask your worker to help find one of these agencies.

Which agency should I call? I’ve tried calling one of the agencies on the website, they said they cannot refer me. Who should I call?

All agencies have different criteria to determine eligibility for a referral.

Please see our Partner Agency list and contact the agencies that fall under the category that best describes your circumstances. For example, if you are a newcomer, seek an agency that serves newcomers.

Some agencies only serve certain populations. If you do not succeed with the first agency, please continue to call other agencies on the list.

There are many agencies that help a diverse clientele, please see the list to see if you qualify to receive support from other agencies.

 

How long will it take to get an appointment?

The wait time to get an appointment varies. You should expect a wait time of approximately 1-4 weeks.

 

Is the furniture new?

Typically no.

99% of the furniture we receive is gently-used. We do sometimes receive donations from corporate partners, but the vast majority of the items available come to us second-hand from generous members from the community.

The style and condition of the items available vary greatly from week to week, as we rotate stock quickly.

Is the furniture free?

YES. All clients of Furniture Bank have access to an allotted number of items free of charge. The allotment is based on the number of family members in the client’s household.

There is, however, a small fee for delivery. This can range from $100 to $200 depending on the number of items selected.

Do you deliver furniture to clients?

Yes. All furniture selected by clients is delivered to their homes – usually within a week of their appointment.

PLEASE NOTE: There is a fee for this delivery service.  This subsidized fee ranges from $100 to $200, based on the number of items selected and any existing agreement with the client’s social service agency.

We deliver to Toronto, Scarborough, Brampton, Mississauga, Aurora, Markham, Oakville, Richmond Hill, Vaughn, and Thornhill.

I have a truck/van, can I pick up my furniture myself?

No. All furniture is delivered to clients by our moving team.

After your appointment, our team will schedule your furniture delivery, typically within a week of your visit to Furniture Bank.

If you have any questions, please contact Client Services at clients@furniturebank.org.

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