FAQs

Can I track my in-home delivery order?

 

Order Tracking is now available online for some of our store locations including some of our online orders. Tracking is only available on the day of delivery. The estimated times are our best estimates and you should still be available during your scheduled delivery windows. If you get a message that tracking is not available in your area, please contact your fulfiller (listed on your confirmation email) to get more information on your delivery.

How do I know what my protection plan covers?

 

Please check the paperwork that came with your sale to verify who your protection plan provider is. Details on your coverage can be found on your plans paperwork.

Do you offer replacement parts?

 

For most products, we do offer replacement parts. When contacting Customer Care, please have item number and invoice number available so they can better serve you. You can find the item number on your emailed order confirmation or invoice.

Are fabric swatches available?

 

Visit your local store to see fabric in more detail. Since every store carries a unique selection, we recommend calling the store to see if they carry the product you would like to see.

How do I touch up my furniture?

 

Most home improvement stores offer touch-up solutions in marker and “crayon” forms. All are easy to apply, simply match your furniture finish to the touch-up color, and follow the manufacturer’s instructions.

I need assembly instructions for my furniture. Where can I get them?

 

Using the item number from your email confirmation or from the packing list, key the item number into the search box. Once you are on the product detail page, the assembly instructions are there and you can print as needed.

Assembly Instructions

If the item(s) you purchased requires assembly, detailed instructions should have been included in the carton. If not, you may email us for a copy. Please include the following information: your name and your email address or mailing address and the item number(s) you need to assemble.

You may also call Customer Care for assistance.

Do you make custom orders?

 

With more than 6000 items in our product line, we offer one of the largest selections of home furnishings available. In order to maintain high quality products at affordable prices, we choose to produce our furniture in large quantities, realizing cost savings, rather than making custom orders. You may view our online catalog or find the store nearest you.

At this time, we are unable to support custom orders. However, some of our most popular items are offered in multiple sizes and colors to make it easy for you to find your style and your look. In our Living Room furniture selection, for example, you will see the same fabric available with different shape of sofas (traditional sofa, sectional or reclining sofa) and also, offered in different sizes but same fabric.

Can I buy an extra table leaf?

 

Each leaf is cut when the table is made; therefore additional leaves are not available.

What are Durapella and Duraplush?

 

Durapella® and Duraplush™ are high-tech fabrics that are a breakthrough in comfort. Durapella® and Duraplush™ consists of 100% MicroDenier polyester suede, which provides the subtle look and elegant feel of suede, yet improved durability and stain-resistance. Everyday spills like coffee, wine and ink are cleaned easily and effectively with a mixture of low PH balance liquid soap and water.

What is DuraBlend?

 

DuraBlend® upholstery offers the rich look and feel of leather using a polyurethane/leather blend to create a comfortable and economical alternative to natural leather. Fabric Contents: 57% polyurethane, 26% poly/cotton, 17% leather.

What is the difference between King size and California King size beds?

 

California King size is 4 inches longer and 4 inches narrower than King size.

Where can I find product dimensions?

 

Every product has an area featuring applicable measurements for how the item will fit in a room, or if it's an accent, how it will fit atop a table, bookcase, etc. Some products have additional dimensions, located under the "Dimensions" section on the product page.

Can I file a warranty claim online?

 

Click here to process a warranty claim.

How do I find my serial number?

 

Serial numbers are between 9 and 15 digits in length and are located in the following locations:

 

          • For the following categories, the label with this number is attached to your furniture either on the back of the unit or underneath the unit:

 

      • Bedroom Furniture
      • Dining Room Furniture
      • Home Office Furniture
      • Occasional Tables
      • Entertainment Furniture

 

      • For any upholstered furniture, the label with this number is attached to your furniture either under the removable seat cushion or underneath the unit/footrest.

What can I do if I have moved or my local store is no longer in business?

 

Chances are there’s a location near you. Click here for the store locator. If you need to file a warranty claim with us, click here. Please note: your warranty is no longer valid if you moved from the original place of delivery.

How can I get a catalog?

 

Many stores carry the most up-to-date catalog. In addition, you can view the catalog online.

Where can I apply for a job with you?

 

We’re growing and always looking for professional, motivated employees. Click here for Careers.

Can I visit a store to see the product before purchasing online?

 

To find out if a store has the item you want, call or visit the store near you. Every store has a unique selection and may or may not have the item on display, please call first.

Why didn't I receive an Order Confirmation email?

 

If you do not receive the order confirmation message within a few minutes of your purchase, please check your Junk or Spam E-mail folder just in case the information was delivered there instead of your inbox. If your confirmation didn’t arrive to either place, please call Customer Care.

How will my purchase be delivered?

 

The size and weight of your online purchase are factors that help us determine the most efficient delivery method.

 

Standard Shipping - We ship smaller, lighter items via courier or mail. You'll receive notification as soon as the order ships. Items may require assembly. Available shipping options will be noted in the shopping cart, but generally include 1-day and 2-day shipping. If 1-day shipping is available for an order, the order is expected to be delivered within 1 business day after it has been shipped and picked up by the delivery carrier. If 2-day shipping is available for an order, the order is expected to be delivered within 2 business days after it has been shipped and picked up by the delivery carrier. Business days do not include weekends. Delivery may be delayed by factors such as changes in inventory, delivery capacity, and unforeseen circumstances beyond our control, such as strikes, natural disasters, and inclement weather.

 

In-Home Delivery - We will deliver larger items from an independently owned and operated shipping service (depending on the store proximity to the final destination.)

How will my order arrive?

 

You will receive your order either via Standard Shipping or In-Home Delivery. The size and weight of your online purchase are factors that help us determine the most efficient delivery method.

 

Standard Shipping – We ship smaller, lighter items via courier or mail. Items may require assembly. You’ll receive notification as soon as the order ships.

 

Home Delivery – We will deliver larger items directly from an independently owned and operated LICENSEE LEGAL NAME (depending on the store proximity to the final destination.)

 

After you place your order, will be contacted (typically within two business days) to schedule home delivery. Please arrange for an adult to be present when the truck arrives. We understand timing is important, so if you need to reschedule the date, contact the delivery provider as soon as possible at the phone number listed in your order confirmation. We request a 48-hour notice if you want to reschedule or cancel delivery. You may incur an additional fee if you reschedule less than 48 hours prior to delivery, or if no one is home when the delivery team arrives. If delivery does not take place within 30 days of the original scheduled delivery date, the order may be treated as a canceled order.

What does estimated delivery date mean?

 

For Standard Shipping items (smaller, lighter items via courier or mail) eligible for 1-day or 2-day delivery, you will see a “get it by” date on the product detail page and an “estimated delivery date” during checkout and in your order acknowledgement email. The “get it by” date and “estimated delivery date” indicate when we expect to fulfill your order based on our product availability and delivery capacity at that moment. Changes in inventory or delivery capacity, as well as unforeseen circumstances beyond our control, such as a strike, natural disaster, or inclement weather, may delay delivery of your order.

 

For In-Home Delivery orders, typically around two business days after purchase, the delivery service will contact you and schedule your delivery date.

How do 1-day and 2-day shipping work?

 

Select Standard Shipping items in select ZIP codes are eligible for 1-day or 2-day shipping. If an item is eligible for 1-day or 2-day shipping, it will be noted on the product detail page, in the shopping cart, and the check out page. If you place your order before the cut off time (typically 12 p.m. local time in the destination to which you’re shipping, but that may vary depending on item location), then the estimated delivery date for the order will be:

 

—If 1-day shipping is available for the order, the order is expected to be delivered within 1 business day after it has been shipped and picked up by the delivery carrier.

 

—If 2-day shipping is available for the order, the order is expected to be delivered within 2 business days after it has been shipped and picked up by the delivery carrier.

 

Business days do not include weekends. Delivery may be delayed by factors such as changes in inventory, delivery capacity, and unforeseen circumstances beyond our control, such as strikes, natural disasters, and inclement weather.

How do I know when my items are arriving?

 

For Standard Shipping items: a tracking notification will be emailed to you as soon as order leaves warehouse. The email contains information on how to track your order until it arrives.

 

In-Home Delivery orders: typically around two business days after purchase, the delivery service will contact you and schedule a delivery time at your convenience. They will also call you the day before delivery to further confirm the delivery time and date.

How are shipping and handling charges calculated?

 

In-Home Delivery fees are established by the LICENSEE LEGAL NAME team. Consequently, delivery fees and services may vary market to market. We encourage you to review the delivery fees listed in the shopping cart prior to submitting your order. Note: additional fees may apply for delivery above or below the ground floor, or for other unusual circumstances.

Is rush delivery available?

 

Your order is important to us. We begin preparing your products for delivery as soon as the order is received. Delivery times may vary if products are produced after receiving your order or if the products are in stock. Estimated Standard Shipping and In-Home Delivery time frames are provided when you select and place items into your cart.

How is tax charged?

 

All merchandise purchases are subject to sales tax based in accordance with the current rates for the Standard Shipping/In-Home Delivery destination. Taxes are generally calculated on the total selling price of each item, which depending on local laws, may include discounts and shipping and processing charges.

What if I receive a wrong order or item?

 

If incorrect items are delivered or your order is incomplete, call Customer Care and we will make it right.

What if I receive an incomplete order?

 

In order to serve you as quickly as possible, items will ship as available and many times are sent using different delivery methods. It is common for Standard Shipping items to arrive separately. Items may require assembly. Larger In-Home Delivery items will also arrive in a separate time frame. To find out when your items are scheduled for delivery, go to My Account and click on Order History. You can also check on your order by calling Customer Care.

Why am I receiving the order in separate boxes?

 

Depending on the size of your order and availability, it is common for items to arrive separately and via different methods of delivery. To find out when your items are scheduled for delivery, go to My Account and click on Order History. You can also check on your order by calling Customer Care.

How do I measure for fit and ease of delivery?

 

To avoid delivery day disappointments, measure the area you plan to place your new furniture in, as well as the furniture you have selected to purchase, before placing your order. Also measure any doorways (height and width) through which the furniture must pass to get to its final position in your home. Identify any delivery obstacles - is there enough ceiling clearance? Will the furniture clear the stairway or elevator? Can the piece be maneuvered around any right angles? Because of our commitment to providing you with outstanding customer service, as safely and efficiently as possible, delivery personnel are unable to hoist furniture or carry furniture up more than 3 flights of stairs. An elevator must be available for deliveries to the 4th floor and above.

How should I prepare for delivery day?

 

In preparation for your delivery, remove pictures, accessories, etc. from the walls to prevent damage. Also ensure that the area where you would like your furniture placed is free and clear of any items that may obstruct the passageway. Please secure your pets, furniture pieces can be large and heavy and we do not want anything to happen by accident. The delivery team will place the furniture in your room of choice. Our delivery teams are not permitted to move your existing furniture, electronics, or other household belongings and cannot set up lamps, hang pictures or mirrors on walls, or make electrical connections for entertainment units.

Can the delivery team take away my existing furniture?

 

Unfortunately, they cannot. However, there are many nonprofit organizations that will gladly come to your home and remove the furniture at no charge.

What happens if I damage my furniture while I am assembling?

 

Unfortunately, our protection plan does not cover that type of damage. You will be responsible for any damage that results from your assembly of the furniture.

What happens if furniture in the box does not fit through my door?

 

If furniture does not fit through your doorway then it must be placed inside a secured garage. Drivers will not be allowed to leave furniture outside.

What happens if I live on the 2nd, 3rd or higher floor?

 

We will still deliver your furniture inside your doorway or garage.

Will I need special tools to assemble my furniture?

 

We recommend that you have both a Phillips head and a flat head screwdriver or an electric drill with those bits. A hex key is provided in the hardware packages of boxes.