Frequently Asked Questions (FAQ) | Jaymar

<strong>Do you have a catalogue?</strong>

In an ecological effort, we currently do not have a printed catalogue. All our styles can be viewed on our website.

<strong>Do you make custom furniture?</strong>

We offer a wide range of configurations, reclining and adjustment options as well as different height, depth and arm widths. All this will allow you to choose the right items for the space you want to furnish. Depending on the style, we also offer accessories that will enhance your comfort. All this will allow you to choose the right items for the space you want to furnish. For this reason, we do not accept custom orders as such orders would result in particularly high costs and longer manufacturing time.

<strong>How do I know the status of my order?</strong>

Unfortunately, Jaymar’s office employees cannot provide you with information about current orders, as you must go through the retailer where you made your purchase.

<strong>Who do I go to for after-sales service?</strong>

For after-sales service requests, you must contact your retailer. It is their obligation to provide you with customer service and act as intermediary. In the event that the store you have dealt with is no longer in business, you may contact Jaymar’s after-sales service directly. However, it is important to have your invoice on hand in order to be able to initiate the service with our office. We therefore invite you, in this specific case only, to visit our tab Contact us.

<strong>Are returns accepted? </strong>

It is left to the discretion of the store where you purchased your furniture whether they accept returns. However, Jaymar does not accept any return to the factory.

<strong>How do I know the prices? </strong>

You must go through a Jaymar affiliate retailer in order to get a price for all Jaymar furniture. We do not provide any price quotes in the showroom or over the phone. For more information, please visit our Find a Retailer tab to contact a store near you for a price.

<strong>Is there any special treatment to apply to your leathers?</strong>

No specific treatment is required to maintain our leathers. However, it is recommended to remove dust on a weekly basis to ensure that the leather breathes well and that the pores of the skin do not become clogged with ambient waste. In addition, if you want to clean the surface of your leather, you can wash it gently with a damp cloth and a small amount of non-alcoholic soap, such as dish soap. It is important to know that any treatment application store-bought is in no way advisable by Jaymar and that, unfortunately, this will result in the cancellation of the leather warranty.

<strong>Is it normal for leather to have wrinkles</strong>

By its nature, leather has a certain elasticity and it adapts easily to the shape of the body, so it is to be expected that the most frequently used cushions will be somewhat stretched. With normal use of the foam in your new furniture, the leather will follow the shape of the seats, backrests, and headrests. Therefore; from the first months of use, it will be normal for some creases to be present. This is what makes the natural beauty of leather. See how leather reacts on furniture and how to replace it.

To watch the video click here.

<strong>Where are Jaymar products made? </strong>

Jaymar Furniture has been designed and manufactured in Quebec for more than 60 years. All our furniture is carefully crafted in our factory in Terrebonne, Quebec.

<strong>Where do your components come from?</strong>

We make sure to use the highest quality components to create durable, high-quality furniture. Our leathers come from Italy, our mechanisms are imported from Germany and the United States and our wood is 100% Canadian.

<strong>Is it normal for the leather on my furniture to have certain variations in textures or color?</strong>

It is quite normal for your leather to have certain imperfections, especially if you have chosen a leather from the family grade 40, 50 or 60. Indeed, the leathers of these 3 categories are more likely to exhibit this kind of irregularity, because they are more natural and have been treated less than the lower grade leathers. However, they are a little more fragile. It is recommended to check with in-store advisors or in our showroom to choose the leather that will suit your taste and needs.
Please watch our video about our leather.

<strong>Where do your leathers come from?</strong>

All our leathers are imported directly from Italy. These are, for the vast majority, mostly cattle leathers from the Meat Consumption Industry. There is, therefore, no breeding strictly related to the leather industry.

<strong>Why are some leathers more expensive than others? </strong>

At Jaymar, all our leathers are classified by a system of grades. Indeed, these grades determine, most of the time, the level of treatment associated with each of these leathers. Thus, grade 10, is the grade with the highest level of treatment and grade 60, meanwhile, is much less treated and therefore much more natural. All in all higher grade leathers, such as 50 and 60, will be more expensive than lower grades, as it is much more difficult for tanneries to unearth aesthetically beautiful leathers to be kept in their natural form. While for the lower grades, they were often treated and corrected for their natural imperfections, which were too numerous to classify them under higher grades, thereby reducing their rarity and their price.

Please watch our video about our different leather.

<strong>What is your most popular leather? </strong>

The most popular leather family at Jaymar is certainly Illusion Leathers. It is indeed the best-selling leather in our assortment and has been for several years now. This is so since it perfectly combines the comfort and nobility of the higher grades, while retaining the strength properties of the lower grades.

Please watch our video about our different leather.

<strong>Is it risky to choose a leather covering if I have a cat or dog?</strong>

Many consumers choose to buy leather furniture despite their pets. However, it is essential to choose the leather or fabric that will be used, according to your specific needs. Visit our leather description page to make sure your leather selection is suitable for animals. You can also seek advice from one of our sales advisors in the showroom, or simply at one of our many retailers.

<strong>How do I know if my fabric is resistant enough for the intended use?</strong>

Jaymar fabrics are classified under two very distinct criteria: price and resistance to friction. Thus, the grade determines the price scale in which the said fabric is located. In addition, on each Jaymar’s fabric identification tag is an indicated number of double rubs. This number is a measure of the resistance of the fabric concerned to abrasion. The higher the number of double rubs, the more resistant the fabric will be. For regular residential use, it is advisable to choose a fabric with a friction number greater than 50 000.  For a seat upholstery or upholstered bed, the recommended minimum is 20 000 double rubs, which corresponds to the entry level of the Jaymar selection.

<strong>How many different leathers do you offer?</strong>

We offer more than 130 leathers available for the upholstery of your Jaymar furniture. We invite you to visit the Leather section Covers & Finishes on our website for more information and to see all our leathers.

Please watch our video about our different leather.

<strong>Do you have all your models at the showroom?</strong> 

We have more than 100 different models in the showroom, but unfortunately we can not all have them on the floor since there are too many. We always have a comparison to make you try so you can see the comfort for yourself.

<strong>Are the furniture completely covered with leather?</strong>

Yes, all our leather living room furniture is made of 100% genuine leather, authentic on the seat upholstery as on the backrest and even on the back of the furniture.

<strong>Why my fabric furniture is pilling?</strong>

*What is fabric pilling?
Fabric pilling are loose strands or balls of fiber that form on the surface of fabric. When fabric fibers become loose, they move around when we sit or brush up against them. The friction causes loose fibers to twist together and form small balls. Pilling is completely normal and will go away once the excess loose fibers are gone. It doesn’t affect the durability or functionality of the fabric. Plus, it’s easily removable with a pill shaver. It is important to know that pilling is a common occurrence and it’s not a fabric defect and it’s not covered under the warranty.
How to Treat Fabric Pilling?
The quickest and cheapest way to treat pills is with a battery-operated pill shaver. If pilling reoccurs, it can simply be shaved off again. This may occur several times, but the pilling will diminish and eventually cease once the excess fibres are removed.

Please watch our video about fabric pilling.

<strong>Hidden touch-sensor buttons no longer work, what to do?</strong>

First, we invite you to reset the touch buttons. See the video to follow the steps of this reset: See video

Then if it still doesn’t work, please contact your store and we can open a service call.

<strong>How to install my Jaymar bed?</strong>

We have an installation guide for our various bed bases available here.
You can also watch our installation videos available here.

<strong>How do I install the ”U” bracket on my Jaymar modular?</strong>

It is important when you receive your Jaymar Sectional to install the “U” bracket to hold each seat securely together. See how to install the hooks by watching the video.

<strong>How to adjust the manual headrests of our furniture?</strong>

Watch the video to understand how to adjust the manual headrests available here.