Frequently Asked Questions

General
  • Q: Can I order fabric and leather swatches?

    This is not offered currently but we are working to make this a possibility in the near future.

  • Q: Can I supply my own fabric for my upholstery order?

    Sarah Richardson for Palliser products are available in fabrics exclusive to the partnership. We are not able to accommodate customer’s own fabrics.

  • Q: Will the fabric or finish I select match what is pictured online?

    Due to the customized nature of furniture production, there are always slight color variations in the color of leathers and some fabrics. While colors are typically the same as pictured, there can be some slight color differences based on dye lots as well as computer monitor calibration. For the most accurate color selection, visit a Sarah Richardson for Palliser authorized retailer to view fabric and leather swatches.


    We are working to introduce swatch ordering for online customers, but this is not yet available.

  • Q: Can I see the product in person before I buy?

    Sarah Richardson for Palliser is available at select retailers. Please note, not all retail partners carry the complete Sarah Richardson for Palliser collection. To ensure the products you are interested in are displayed at a store near you, please call the store directly. You can visit our locations page for retailer contact information.

  • Q: Can I pick up or return my online order at a Sarah Richardson authorized retailer?

    No, online orders cannot be picked up or returned in-store. They will be shipped to your home directly.

  • Q: How can I check the status of my order?

    All customers will receive an order confirmation email after placing an order.
    For small and large parcel orders delivered by courier, you will receive an email with a tracking number when the order has been shipped.
    For larger orders including furniture and some rugs, you will receive an email confirming shipping when our logistics partner ships the order from our central warehouse. The courier will be in contact with the customer to set up an appointment to deliver the order.
    For more details on shipping and processing times, see our shipping details.

  • Q: Can you assemble my furniture for me?

    Yes! We offer White Glove assembly service to most addresses. Simply choose this option at checkout and for an additional charge we will deliver your furniture, set it up in your home, and remove all packaging. Please note that assembly service does not include installation of shelving or shelving units affixed to walls. Delivery and assembly fees are non-refundable.

  • Q: How should I care for my Sarah Richardson for Palliser furniture and upholstery?

    For upholstery, please refer to our warranty and care details here.
    For casegoods, please refer to our warranty and care details here.

  • Q: How can I return or exchange my product?

    For purchases made through a retail partner, please refer to that specific retailers return and exchange policy. As each retailer sets their own policies, Sarah Richardson for Palliser advises that if you have a product concern after delivery, contact your retailer as soon as possible. Be sure to have your original bill of sale available.
    For purchases made on our website, refer to our return policy for details.

  • Q: How do I submit a warranty claim?

    All warranty claims must be handled through the dealer where the product was purchased. Any purchases made through our website will be handled through Sarah Richardson for Palliser directly by emailing srinfo@palliser.ca.
    For more information on Palliser's Warranty Program, please refer to our warranty details.

Upholstery and Casegood Construction
  • Q: How is the frame of your upholstery constructed?

    While frame construction varies from model to model, we are committed to producing high-quality, durable furnishing and employ stringent testing requirements for all our frame designs. We use an engineered frame, which is a combination of solid woods and oriented strand board (OSB)—a material that resists warping and has been proven to be stronger than plywood. All critical structural joints have an interlocking design, ensuring that the assembly is always 100 percent square and the joints are tight. Each joint is fastened and glued for extra strength and durability. All spring rails are constructed from hardwood, while non-load bearing rails are constructed from softwood. Our frames are engineered for a lifetime of durability and cycle tested according to the General Services Administration FNAE 80-214 Upholstered Furniture test method.

  • Q: What is high density, high resiliency foam?

    High density foam refers to the size of the cells in the polyurethane foam we use. This material features smaller cells which makes it denser, providing more support and preventing the feeling of bottoming out when you sit. Our high resiliency foam will spring back to its original shape more quickly, hold its shape and last considerably longer over time than conventional foam.

  • Q: What is fabric pilling and how do I remove it?

    Characteristic of many fabrics, pilling is caused by excess fiber coming off the surface of the fabric. This excess fiber forms small balls or ‘pills’ on the top layer of the fabric. Pilling will continue until the excess fiber has been released. The best treatment is to shave the fabric with a battery-operated furniture or sweater shaver to remove the pills and restore the look of the fabric surface. A normal quality of many fabrics, pilling is not considered a defect and is not warranted.

  • Q: What does a standard power motion recliner include?

    Power motion furnishings within the Path upholstery collection ship with a transformer that plugs into the wall. Palliser also offers an optional battery pack to power our motion pieces. This removes unsightly cords should your furniture need to float in a room. The transformer that ships with the sofa is used to recharge the battery option. A full battery charge will typically last 300 cycles, with a full cycle including open and close. This will vary depending on the user.

  • Q: Do I have to order a battery when I purchase Path power motion pieces or can I add it later?

    You can purchase the battery at any time as an accessory through your local authorized retailer or by contacting Customer Care.

  • Q: Is assembly required for casegoods?

    The majority of our furniture will arrive fully assembled. Select pieces like beds, tables and chairs do require some assembly. This information is indicated under the Specifications tab next to each product on this site.,
    For orders placed in-store, please contact your local authorized retailer for their individual furniture assembly service offering.
    For purchases made online, we offer White Glove assembly service to most addresses. Simply choose this option at checkout and for an additional charge we will deliver your furniture, set it up in your home, and remove all packaging. Please note that assembly service does not include installation of shelving or shelving units affixed to walls. Delivery and assembly fees are non-refundable. If this service isn’t available, or if you opt to set up the product yourself, assembly instructions are included in the carton.

  • Q: Where are Sarah Richardson for Palliser products made?

    Upholstery is manufactured in North America and casegoods are manufactured in Indonesia.

  • Q: Did Sarah Richardson really design this line?

    Yes! From first sketches, to initial development, factory visits in Indonesia and Winnipeg, and final design, Sarah has worked in partnership with Palliser every step of the way to create the four cohesive collections available today. She selected fabrics, designed showroom concepts, and even mixed her own stain colour that you see featured throughout the Vista collection. From day 1 to day done, Sarah was 100% invested in every single detail.
    With Sarah’s substantial role throughout the design and manufacturing process, the consumer can have confidence knowing that when they get their piece home, it will look like it belongs on the pages of a magazine, or a TV show!

  • Q: Do you use flame retardants?

    No, due to environmental concerns we do not use flame retardants.

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