Customer Service

Frequently asked questions

Manufacturer products are warranted to be free from manufacturing defects for at least one year. Furnishwell is not responsible for the warranty and that the warranty is handled by the manufacturer. If you have questions or need support please contact support@furnishwell.com.

All orders are shipped via ground carriers. All in stock Items usually ship within 3-5 days, unless otherwise noted on the product detail page. Deliveries can take an additional 1-3 weeks after the shipping date, depending on the destination.THE SHIPPING TIMES WE QUOTE ARE ONLY ESTIMATES, NO GUARANTEES. Please refer to our delivery acceptance instruction for further details.

Color, texture, and graining variations can occur in natural products like leather, wood, and stone. These are not normally considered imperfections. For leather products, all colors are bound to have variations in every production line. Color representations on computer terminals and screens can be different based on settings and various display technologies. To optimize website performance, product pictures have been scaled down in detail to help make web pages load faster. As a direct result, in some small cases, fine detail in the pictures of furniture may have been sacrificed for the performance of the website. It is the customer's responsibility to request additional high-resolution pictures so that they may see exactly what they are getting before purchasing. Customer also agrees that they may not dispute the finish, or color or texture or any other physical attribute after taking delivery of a product.

We accept payments from the following major credit cards: Visa, Master Card, and American Express. The total order amount, including tax and delivery charges, will be charged to your credit card for all web sales

After your order is completed, you will automatically be sent within 24 Hours an "Order Confirmation" email to the email address you entered during checkout. This email is your receipt - so don't delete it! We encourage you to review the order and advise us of any spelling or numerical mistakes so that we can quickly make any necessary changes.

Available for selected items unless otherwise noted. Curbside delivery by definition means the trucking service will park in front of your delivery address and you will need to receive the product outside. Furnishwell assumes no responsibility or liability for damage to the product, personal injury to someone or any other issue that can arise due to handling the product from the curbside to the inside space. If the service requested prior to arranging a delivery time is curbside, the customer may not modify this request to a white glove delivery for any reason.

You may return the eligible product back within 7 days of receipt. A Return Authorization number and a valid Invoice are required for all returns, exchanges or refunds. Merchandise must be in new condition and in original package, all the parts and packaging materials should be included. The original shipping or delivery charges are non-refundable. All refunds are subject to 20% restocking fee. The customer takes full responsibility to measure their space and make sure that the furniture will fit and will clear all doorways, stairways or elevator. The customer takes full responsibility for ordering the correct configuration, size, material, and color. Shade, texture and grain variations can occur in natural products, such as leather, stone, and wood. Color representations may be vary based on computer settings and display technologies and cannot be disputed by the customer. Return Process Requesting a Return Authorization number: To begin the return process, please call (877) 707-4707 or email to support@furnishwell.com We will email you a Return Authorization (RA) number within 72 hours with return instructions on how to return the product. Shipping the product back to warehouse: Please repack the products for return in the original box with original packaging material and additional tags attached to merchandise. Do not mark the original box, improper labeling may result in the denial of return. Ship the product to the warehouse address provided on RA using a carrier that will provide both a tracking number as well as a signature that the item was confirmed delivered. If we are unable to confirm delivery of your item, this may result in the denial of a refund. The package should be fully insured. We will not accept any uninsured packages. We require that returns are shipped via a carrier that will provide you with a return tracking number. If a return is shipped without a tracking number the customer will be liable if the item is lost by the carrier and no refund will be issued. Providing a tracking number will also accelerate your return process. Retain your tracking number and email it to us at support@furnishwell.com so that we can check on the progress of your return. In the event that a return becomes damaged on its way back to the return destination, Furnishwell will inform the customer via email that the item was received damaged and will hold the product for up to 30 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct Furnishwell concerning what to do with the damaged product. If Furnishwell has not received notification or response from the customer within 30 days, the item will be moved out from warehouse and donated.

All delivery dates contained on Furnishwell.com are estimated. If a customer misses the scheduled delivery with the shipping company, an additional fee of $95 will be charged to his/her account. Customer understands that delays caused by logistics or third parties’ production schedules are beyond the control of Furnishwell. Furnishwellhas no affiliation with manufacturers, overseas ports, vessels, or freight shipping companies. All deliveries to be performed by Furnishwell delivery team (local deliveries) will be scheduled prior to delivery with a confirmed day and time authorized only by the delivery department. Important: Delivery Acceptance Instructions Items prior to being shipped out are thoroughly inspected by quality control. Because of this, furniture deliveries are received in good condition UNLESS damaged in transit. You have both a right AND a responsibility to inspect all items carefully during the delivery. Customers who sign for the delivery and do not notate "Damage upon delivery" assume responsibility if merchandise is damaged. If the product itself appears severely damaged or it’s the wrong item you must take pictures of the packaging when being unloaded or while in the truck, you should submit the pictures and you may refuse the delivery. Please notify Furnishwellof refusal so we can anticipate the return and send out a new item. Please make arrangements to prepare yourself and have help upon delivery of your merchandise as most deliveries consist of large and heavy items. At the time of delivery, open the items out of the packaging to check for damages in presence of the driver. If the truck driver is not willing to wait for you to inspect the actual item, you MUST write: "TRUCK DRIVER REFUSED TO WAIT" and “DAMAGED UPON ARRIVAL” on the delivery receipt. If the packaging or product has any damage, or if there is any reason you are concerned with the delivery: If it is damaged, you MUST write “Product Damaged” on the trucking company's receipt called proof of delivery or the Bill Of Lading (BOL) prior to signing off. If anything is missing, you MUST list the missing items on the delivery receipt. You MUST retain applicable packaging materials, and notify us immediately at (877) 707-4707. Take pictures of the damaged items immediately. File a claim within 48 hours using the form: here. In the event that damage is not noted on the waybill when signed "received in good condition", on the delivery receipt or the applicable packaging materials are not retained, would make it impossible to file a claim with the trucking company. In this case, it will be impossible for us to help out with any claim filed. Unavailability or Refusing delivery Once a customer rep notifies you about your order ready to ship, you must make yourself available within 1-3 weeks to accept delivery. The trucking company will call you to schedule the exact date and time frame for delivery. If you are not available or unable to take a scheduled delivery, the tracking company allows up to 3 days to reschedule. After 3 days, a storage fee will be charged and redelivery fees may apply. If you refuse delivery of an item that is in good condition and neither damaged nor defective, you will be responsible for the ACTUAL freight charges both ways and a restocking fee. If by some reason you are not available or you refuse delivery of the merchandise you will be liable for daily storage fees assigned by the carrier.

We are confident you will find we have the lowest Internet prices. If it turns out that a bonafide business competitor, with a rating of C or higher (as rated by Better Business Bureau), offers a lower price on the product which interests you, we will If you find a lower, publicly advertised, delivered price* on an identical eligible product from a qualified competitor, we will do our best to beat it. Just call and inform us of the product you are interested in so we can verify the price. If we are able to verify the price, we will send a new lower price to your email address or right over the phone. Please note: offer to beat competitor pricing applies to new, unopened merchandise only. We reserve the right to opt out of price matching under certain conditions, such as: Offers on used, opened or damaged products Offers that are no longer current or are no longer available Offers in classified ads or auctions (open or closed), regardless of whether the merchandise is new or used Discontinued items, special orders, custom orders, closeouts, out of stock, demos, or items out of the box Offers mentioned to you only verbally, whether in person or on the phone Offers advertised only within an individual physical store (such as on an in-store sign or price tag) Offers that don't include delivery (e.g., in-store pickups) Offers outside of our standard delivery area (the continental United States only, excluding Alaska & Hawaii) Items that have been already purchased through us and price of that product has been lowered afterward. * Delivered price = product price + delivery charges + taxes

Shipping items is no easy task. Most of our products are not shipped using your traditional package delivery services like UPS or FedEx, instead, they are palletized and shipped via ground freight using companies that you may or may not be familiar with. Overall, we offer the following delivery services for our furniture:

Whenever possible we will ship smaller, lighter items via UPS, FEDEX, DHL or USPS. These companies provide the fastest and most reliable method of shipping available for many items we sell. Depending on how close you are to the shipping warehouse, your item will arrive between 1 and 6 business days (1 to 10 business days for USPS) after it leaves the warehouse. We do not require a signature for deliveries, but please note that the decision to leave your package without a signature is at the discretion of the delivery person. If you want an item left at your doorstep, the best thing to do is leave a note on your door asking the driver to leave your package with "No Signature Required." Be sure to include your name and tracking number on the note.

Available for selected items at an additional cost depending on the item and the destination. Any items that are qualified for Free Shipping do not include this service. This delivery service provides carrying the product up to the 2nd floor of your residence and installing the products to the room you choose. Once the product is in the room you desire, the shipper will unpack the product and provide basic setup that requires basic tools (i.e. pieces will be screwed or bolted together, set pieces next to each other, or on top of each other). The shipper will also remove and dispose of all packaging (limited to 30 minutes). Any charge that is paid by the consumer for shipping does not constitute white glove delivery unless otherwise stated "White Glove Delivery" Please note: the shipper will not connect any electrical or component wires. The shipper will not fix mirrors or artwork on walls as per law: our delivery personnel is not licensed contractors. The customer takes full responsibility to measure their space and make sure that the furniture will fit and will clear all doorways, stairways or elevator.

All returns are subject to 20% restocking fee. The cost of shipping or delivery and return fees will be deducted from your refund. Once the returned item has been received, verified and also confirmed to be free of damage, modification or wear, the refund will be processed. The refund will be given in the original form of payment. Cash and check payments will be refunded via company check and will only be issued regular postal service. Items returned without the proper RA# may delay the refund process. Please read your return instructions carefully to avoid delays and unnecessary expenses. Please be patient during this period as it may be a lengthy process, due to transportation management and circumstances that are out of the reach of both parties. Please refrain from submitting a charge-back with your card company as this will affect the refund process due to possibly taking up to 180 days to complete meditation. Special purchases, including special orders, specials of the week, clearance items, closeout items, floor models, etc. Any item that has been modified or used in any way or that has been assembled or installed. Any item that is not in resalable condition. Any personal use products, such as mattresses, pillows, and bedding. Any item not accompanied by a Return Authorization Number issued by Furnishwell. Any item that has been altered, painted or fixed Any item that is not in the original box with sufficient packaging materials.

Please note that returned items found to be in working condition or shipped as ordered may not be eligible for a full refund and return shipping will be deducted from the refunded amount.

f you would like to cancel an order that is not in production or has not shipped, you may do so within 48 hours without cancellation fees, after 48 hours a fee of $50.00 will be charged. Simply contact one of our Customer Service representatives at (877) 707-4707 or at sales@furnishwell.com, you will receive an email either confirming the cancellation or stating that we were unable to cancel. Please allow up to 72 hours for confirmation of cancellation. Once an order has already shipped, it cannot be canceled, rerouted or redirected. If you would like to return the item, you will need to follow the "Standard Return Policy." Please do not refuse the delivery of non-damaged goods. A delivery refusal may complicate the return and refund process.

Special Orders are not returnable, no exceptions. If the Special Order is canceled by the customer during the production or transportation - the customer's deposit of such order may be forfeited.

If you are canceling an order due to back order or special order, we recommend you first call our Customer Service department to verify the accuracy of the date before making your final decision, if the item is truly unavailable for an extended period, we sincerely apologize for the delay.

Delays in production and shipping may occur. If a delay occurs, don't panic. We will work hard to get your purchase to you, but please keep in mind that we work with high-ticket and large items, which come from all over the world. We will make all efforts to quote accurate lead times and notify all our customers promptly. Please note that we are not responsible for product delays from the manufacturer. Due to increased security by governments, customs delay may also occur, which is beyond our control. In most cases, delays occur during busy seasons, holidays, production delays, port congestions or other factors not in our control. Furnishwell is not responsible for delays in stock replenishment, orders may not be canceled or be eligible for a refund or rebate based on late merchandise arrival.

Coupon codes may not be combined. Special orders, items tagged with a green sale mark on the website, floor sample items, and clearance items are excluded from additional promotional discounts by use of coupons during online checkout, phone or in-store sales.