F.A.Q

My order

WANT TO ADD A SERVICE TO YOUR ORDER?

Thank you for contacting our customer service by email at info@nuspace.ca.

WANT TO MODIFY YOUR DELIVERY ADDRESS?

Thank you for contacting our customer service by email at info@nuspace.ca.

WANT TO MODIFY YOUR BILLING ADDRESS?

Thank you for filling out this contact form, our customer service will contact you as soon as possible.

WANT TO RECEIVE AN INVOICE?

Thank you for filling out this contact form, our customer service will contact you as soon as possible. If not, your invoice will be available in a maximum of 15 days after your delivery in your account (click on the “my orders” tab).

ARE THE GENERAL TERMS OF SALE ON THE INTERNET THE SAME AS IN YOUR STORES?

The GTS of orders placed in our stores can be found on the back of the orders placed on the purchase order. You can find the GTS of orders placed on the internet here.

YOU WERE NOT THERE ON THE DELIVERY DATE?

In the event of absence at the address indicated on the delivery date, or in the event of a mistake when indicating the delivery address, a new delivery cost will be at your expense. The costs for a new delivery may go as high as $120 when the delivery is made in Montreal.

 

Product availability

THE PRODUCT YOU WISH TO BUY ISN’T FOR SALE ON THE WEBSITE ANYMORE?

We frequently renew our range of products in order to offer articles that answer to our clients’ needs and correspond to current trends. It is thus possible for a product not to be for sale on our website anymore.

 

Payment

WHAT PAYMENT METHODS DO YOU SUPPORT?

To make a payment for your order, you dispose of the following payment methods:

• Credit card: VISA and MasterCard

• Online payment: Paypal

• Corporate cheque*

• Business-to-business wire transfer*

* Only for orders placed in stores

For more information, consult our general terms of sale.

 

Delivery

TRANSPORTER DIDN’T CONTACT YOU?

You can contact our customer service by email at [email protected], we will do the tracking for you.

WHAT IS THE PROCEDURE FOR A DELIVERY?

The delivery of products is made to the address indicated at the time of placing the order. The delivery of products is done in the room of the client’s choice. Our transporter will contact you by phone in order to establish a delivery date. In the event of absence on the delivery date, you must contact the transporter the day before the agreed delivery date in order to establish another delivery date.

WILL ALL THE PRODUCTS IN THE ORDER BE SENT AT THE SAME TIME?

Except for rare cases of which you’ll be informed, we will send your order as soon as all the products are available.

WHERE DO WE DELIVER?

We deliver everywhere in Canada. For any other destination, please contact us by email at [email protected]

WHAT MUST YOU DO IF THE PRODUCT DOESN’T COMPLY AT THE TIME OF THE DELIVERY?

Thank you for contacting our customer service by email at [email protected] We will contact you as soon as possible to provide you with the declaration form. Photos will be needed.

 

Account

WHY AND HOW CAN I RECEIVE NEWSLETTERS?

Would you like to be informed of the latest news from Nüspace? Don’t want to miss out on exceptional offers? Be part of our privileged members, subscribe here.

HAVE YOU FORGOTTEN YOUR PASSWORD?

Simply click on the link “forgot your password?”, enter the email address given when registering and we’ll soon send you your password by email.

YOU DON’T WANT TO RECEIVE OUR NEWSLETTER ANYMORE?

At the bottom of every newsletter you will find a link saying "If you do not wish to receive the newsletter from Nüspace by email anymore, click on this link”.

STILL GOT A QUESTION?

Display contact form.

 

Tips & tricks

DO YOU RECOMMEND APPLYING A PROTECTIVE TREATMENT ON YOUR PRODUCTS?

Do you recommend applying a protective treatment on your products? No. Most of the fabrics used in the making of the products sold are of very high quality and do not need any particular protection such as Scotchguarding. This chemical process, besides being harmful, can often alter the colours of the fabrics, even ruin them more than protect them. Moreover, be aware that any chemical treatment on a fabric leads to its warranty being void.

If you still wish to perform such a treatment, we suggest to appeal to the services of a specialized company and to ensure it offers a warranty on the fabric treated.

CAN I WASH THE FABRIC COVERS?

The washing process differs according to the type of fabric. Please follow the indications on the label. We highly recommend having it done by professional dry cleaning services for a thorough cleaning.

I SPILLED A DRINK ON MY SOFA’S FABRIC COVER, WHAT SHOULD I DO?

The affected areas must be immediately scrubbed with a humid cloth and mild soap. Do not use abrasive or chemical cleaning agents.

THE SCREWS OF MY CHAIRS WON’T STOP FALLING OFF, WHAT SHOULD I DO?

It is recommended that at the time of assembling the base of the seat you should insert thread seal tape on the screw threads in order to ensure the screws won’t wear out in time. Moreover, for places of high usage, such as restaurants, it is recommended to fix the chair’s feet protections with epoxy glue.

IS IT DISCOURAGED TO LEAVE MY FURNITURE IN DIRECT SUNLIGHT?

Yes. Direct sunlight can alter the colour of fabric, leather, wood and any painted upholstery.

CHAIR ASSEMBLY PROBLEM: THE SCREWS AREN’T ALIGNED, WHAT SHOULD I DO?

Please take the time to review the instruction manual provided with the product. To assemble the chairs, tighten all screws simultaneously, avoid screwing them completely one by one. If a screw is stuck, do not use force. Let it loose and inspect the various components.

HOW SHOULD I PRESERVE MY WOODEN FURNITURE?

Cover the wooden surfaces with a hard paste wax every three to four months for the first year of usage. Past the first year, the application may be done less often. Do not use abrasive cleaning agents. Any liquid spilled on the surface must be cleaned immediately. To remove scratches, use a fill stick for waxed surfaces.

MY PIECE OF FURNITURE IS CRACKING, WHAT SHOULD I DO?

Wooden products shouldn’t be exposed to environment that are too humid or dry. Avoid exposing them to inadequate temperatures and to humidity.

MY PIECE OF FURNITURE DOESN’T LOOK STRONG, WHAT SHOULD I DO?

Any product needing repair or showing signs of defect or misuse, should be disused immediately in order to avoid any unfortunate accident. You can contact us by email at [email protected]

CAN I LEAVE MY FATBOY OUTSIDE?

The following products were conceived for outside use: Headdemock, Buggle-up, Avenue, Outdoor. However, we recommend you not to leave your products exposed outside for too long. Use your products the same way you would with an outdoor cushion.

THE BALLS INSIDE MY FATBOY ARE FLATTENING. IS IT NORMAL?

AWith use, it is normal for the balls to flatten. You can order a refill of 90 litres, 180, litres and 360 litres in the purchase section online or in store.

HOW CAN I REFILL MY FATBOY?

1. Go in your bathroom, make sure you are in your bathtub and lock the door!

2. Take your full Fatboy, open the Velcro closure and the zip.

3. Ask someone to hold your Fatboy wide open.

4. Take the refill bag and slowly pour the balls inside your Fatboy. For those less agile, use a pot to scoop them.

5. Let them flow slowly from one bag to the other, and make sure the Velcro closures remain properly attached in order to avoid the balls from leaking out.

6. Close the zip and Velcro enclosure.

And that’s it! Enjoy your new Fatboy!

HOW TO CLEAN A FATBOY?

We recommend you to use warm water with gentle soap. Only the bags of Fatboy Doggielounge, Stonewashed, Outdoor are conceived for being washed in the washing machine. The Fatboy’s bag may be washed with cold water.

THERE IS A TEAR ON MY FATBOY, WHAT SHOULD I DO?

You can order you reparation kit from the purchase section online or in store.

WHAT WARRANTIES ARE THERE FOR FATBOY?

All Fatboy products have a 6 months warranty. The warranty only covers manufacture defects. All Fatboy products are protected by various patents. Therefore, we can’t sell refills to individuals who aren’t owners of a Fatboy. To benefit from the warranty, the client must have the invoice for when it was bought, thus proving the date of purchase. In order to be able to order a refill bag after the warranty has expired, the client must prove he or she truly is the owner of a Fatboy.