Frequently Asked Questions

Note: Please be sure you have entered your zip or postal code above to see the most relevant and specific answers to your questions.

How does Furniture.com work?
    Furniture.com partners with leading furniture stores across North America to bring you the best in online furniture shopping. Browse Furniture.com's tremendous selection of home furnishings and use our interactive tools to find the furniture that's right for you. Ready to order? Your furniture is in-stock, nearby, and can be delivered quickly and inexpensively. Select your delivery date, place your order online and you'll soon receive your furniture from a local store that knows furniture delivery and will always be there to help.
What furniture brands do you carry?

    Furniture.com’s ever-expanding selection is carefully edited from the merchandise of our retail partners. The result is thousands of items to choose from and a balanced selection of prices and styles. And no matter what you purchase, every item is backed by our retail partners’ comprehensive guarantees, warranties and service programs.


What kind of savings do you offer?

    Our retail partners are among the largest furniture stores in North America. Their tremendous buying power gets them the lowest prices from furniture manufacturers - and allows Furniture.com to pass the savings onto you. In addition to everyday low prices, sign up for your Furniture.com account today to receive notification of exclusive Preferred Customer sales events.


What about delivery?
    At Furniture.com, unlike with other online retailers, your merchandise is delivered by a retailer near you. Our retail partners provide fast delivery, offer you the same low delivery cost as their store customers, and are close by should you need help. We think it’s the best of both worlds - the convenience of online shopping plus the efficient local service of leading furniture stores.


Can I see your furniture in a store?
    Our retail partners have stores across North America. To see our products in a store, enter your zip code and we’ll direct you to the retailers we have in your area. Interested in seeing a particular item? Click "See this in a local store" on that product's page. We'll check the inventory at our retail partners' stores and direct you to a store that is displaying that item.
Why do you need my zip or postal code?

    We won’t sell you furniture until we’re sure we have a retailer in your area that can ensure smooth delivery of your order. As we build our network of retail partners, our delivery area continues to grow. We use your zip or postal code to:
    • Let you know immediately if we have a retailer that delivers to your area
    • Tailor our selection to make sure you see only items that can be delivered to you
    • Offer you special pricing that may only be available in some areas
    • Help you find a local showroom in case you want to see an item in person.
How do I know that the color I see on screen is accurate?
    Every computer monitor displays colors slightly differently. To ensure you’re seeing the color of our products as they truly are, take the Furniture.com M&M test. If the colors of the candies you see on screen don’t look the same as they do in real life, try adjusting your monitor’s brightness and contrast. Or refer to your computer user manual for instructions on how to adjust color settings.
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Registration and Privacy

How do I become a Furniture.com Preferred Customer?
    All you have to do is register and create your personal Furniture.com Account. The process takes only a moment, then press Submit and you’re done! The benefits are substantial:
    • See real-time availability and delivery dates

    • Track and change your order online

    • Message our customer service team

    • Receive notice of sale events and exclusive web-only offers

    • Get inspired by the design ideas in our newsletter.


How do I change my personal information?

    Login to your Furniture.com Account to change your street or e-mail address, phone number, password or payment options.

    From your Account, you can also send and receive messages and track and update your Furniture.com orders.

    Please note changes made to "My Account" will not update information in your order. To change any information in your order please contact the local customer service team provided in the email confirmation.
What if I forget my password?

    Go to the Login area of our website and click "Lost Your Password." Enter your e-mail address and we’ll send your Furniture.com password.


Do you share my information with anyone?
    We will not share your personal information with anyone, except as is required to fulfill your order. Click here to see Furniture.com’s privacy policy.
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Delivery and Pick-Ups

How will my order be delivered?
    At Furniture.com, we use the same systems our retail partners use to deliver thousands of orders a day. Plus, our state-of-the-art online tracking system keeps you in the driver’s seat. You choose your delivery date during the purchase process and can track your order online.
    Here’s how it works:

    1. Complete your order on Furniture.com.

    2. We’ll then submit your order to the retailer that will fulfill your order.

    3. When the retailer accepts your order, they will charge your credit card and we will provide you with:
    a. your Delivery Document Number – this is the reference number the retailer will use for your delivery

    b. contact information for the local customer service team that can answer questions about your delivery.

    4. After your order is accepted by the retailer, you can track your order on Furniture.com by clicking “Online Orders” in your Furniture.com "My Account" page.

    5. Before your delivery, you will be contacted and informed of a time window when your furniture will be delivered.

    Throughout the process, you’ll be taking advantage of some of the most advanced delivery systems in the industry. And, you will always have a local contact that can help you with any questions before or after your delivery.
When will my order be delivered?
    Because Furniture.com works with local retailers, your merchandise will be delivered fast - within a few days in most cases. Plus, we let you choose the delivery date before you check out so there's never a question as to when you'll receive your merchandise. When you click "Proceed to Checkout" from your Shopping Cart, we check the inventory at a warehouse near you, and check the times that delivery teams will be in your neighbourhood. On the shopping cart, we'll show you the earliest date your merchandise is available. On the second page of the order process, once you've entered your exact shipping address, we let you select a delivery date that is convenient for you. At Furniture.com, we want you to know exactly when you can get your merchandise, and let you choose a convenient day to receive it.

    Please note, in some cases, uncertainty about arrival dates for items being shipped to our distribution center prevents us from providing you with a firm delivery date. In these cases, you will see an estimated date before which you will be called to schedule your delivery.
How much does delivery cost?

    Our retail partners deliver thousands of orders a day, which keeps delivery prices low. Delivery charges vary depending on where you live and from which of our retail partners you place your order. The final cost of your delivery will be displayed on Step 2 of our Order Process after you enter your delivery address. A preliminary delivery cost will be shown in the shopping cart.
O.K., I understand I'll get the details when I check out, but can you give me a hint about delivery time?
    Our average delivery time is currently 7 days. The specifics for your order can be seen by clicking "Proceed to Checkout" from your Shopping Cart.
Why is ordering online safe?
    At Furniture.com, our customers are our number one priority. That’s why we go to such great lengths to guarantee the security of all credit card transactions. We use the best technology available to encrypt (scramble in code) all personal data you share with us, including your credit card and telephone numbers, name and address. Click here to learn more about Furniture.com's Security Policies.


Can I pick up my furniture?
    Unfortunately, we cannot currently offer the option to pick-up at any location.


How can I see the status of my order?
    To view the status of your order, simply login to your Furniture.com Account and click on "Online Order"; then select the Delivery Document you want to review.
What's a Delivery Document?

    As soon as Furniture.com places your order with a retail partner, we create an online form that begins tracking the status of your order. This form is called a Delivery Document, and represents the items that will be delivered to you on your promised delivery date. If your order includes merchandise from more than one retailer, a Delivery Document will be created for each retailer. This ensures your order is tracked correctly and allows you to make changes without disrupting the entire order. If you have multiple Delivery Documents for your order, you may receive separate delivery or pick-up dates for your merchandise, although Furniture.com will work with our retail partners to do everything possible to consolidate orders so everything arrives at the same time. Any splitting of orders into separate Delivery Documents is shown and explained in detail during the checkout process.


You said you deliver in days, but when I checkout, I get a 3 week delivery date - what happened?
    There are cases where demand for a particular collection is higher than our retail partners had anticipated. In these cases, we show you a delivery date that includes the time it will take for our retailers to restock and deliver to your home. In most cases, once an item has been restocked, delivery dates become significantly shorter again.
Can I change my delivery date?
    Yes, the delivery date of your order can be changed up until we prepare your order for delivery, usually 72 hours before your delivery date. To change the date of delivery, contact the customer service team number provided in the email confirmation.
Will my furniture be assembled for me?
    In almost all cases, our retail partners will assemble the furniture they deliver. One notable exception is occasional tables, where customer assembly may be required. All items where customer assembly is required are marked as such.


Can I cancel my order?

    Orders placed online can generally be cancelled within 24 hours or as long as they have not been prepared for delivery by our retailers.
    Once you place your order, you will receive the contact information of service representatives that will help you with your order.

    To cancel your order, simply call a service representative, or, if you prefer, e-mail us at CustomerService@furniture.com. A full refund will promptly be made to your credit card. In some cases a restocking fee and delivery fees may apply if you cancel your order once it has been picked up for delivery.


What if I'm unhappy with my purchase?
    Furniture.com is proud to offer quality furniture from our retail partners with great value to our customers. Merchandise received by customers in good condition is not returnable or cancelable and no refunds are available.
What if my merchandise arrives damaged?
    Visible merchandise damage or any home damage must be noted on delivery documentation and called in to our retail partner customer support with in 72 hours of delivery. When possible our retail partner will promptly repair or replace the damaged item. If picked up the item must be returned by you. Our retail partner's trucks will exchange delivered items only.


Can you deliver outside the United States?
    Sorry, we cannot deliver outside the United States at this time.
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Pricing and Payments
Are the prices in my Shopping Cart guaranteed?
    Furniture.com makes every attempt to maintain the lowest prices on the items we offer, but price changes do occur, sometimes overnight. As a result, prices on items stored in your Shopping Cart are subject to change until you have actually placed your order and it has been accepted by one of our retail partners.

    Please note, our retail partners reserve the right not to accept your order in the case of a pricing error or other technical issue. In the rare instance that your order is not accepted, you will be notified immediately and your card will not be charged.
    Please also note that promotions on Furniture.com expire at midnight Eastern Time on the date indicated on Product Pages and Shopping Carts.


What types of payments do you accept?
    Furniture.com processes Visa, MasterCard, and Discover Cards on behalf of our retail partners.

    Please note we cannot accept credit cards issued outside the United States and Canada at this time because we are not able to validate card addresses and security codes.
Do you charge my credit card at the time I place my order?
    We follow the payment policies of our retail partners. Some require just a deposit at the time of order, however many require payment in full at the time of your order. We will authorize your card when you complete your order, which includes confirming your account number and your available balance with your credit card company. Your card is not charged at this time. Our retail partner will charge your credit card when your order is processed and accepted by them. Payment requirements are explained fully during the checkout process.
Do you accept COD orders?

    We cannot accept COD orders. All orders must be paid in full once submitted online.


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Protection Plans
Do you offer protection for the furniture you sell?
    Yes, in most pieces our retail partners offer protection plans for fabric, leather, wood, and mattresses that will protect your furniture for years to come as well as extended service warranty for parts and labor. Protection information will be available in the order process where you can select the type that fits your needs.
How can I protect the furniture I purchase?
    When you click "Proceed to Checkout" from your Furniture.com Shopping Cart, you'll arrive at the first step of our easy-to-use order process. If you have items in your order that can be protected, you'll see additional information and pricing. Click "apply" and your furniture will be protected from normal household stains and damage.


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Finding Help

What if I have questions about a product?

    You could find detailed information in any product detail page but if additional questions arise you may contact our call center at (866) 965-3876.
What if I have questions about my order?
    As soon as Furniture.com places your order with one of our retail partners, local service representatives are available to help with your order. We will send you the phone number for the customer support department as soon as your order is processed. And don't forget, an easy-to-access order status is always available online.
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