Return & Exchange Policy

Our Commitment to You

At Furniture Row, we want you to love your furniture. We understand that purchasing furniture is a significant investment, and we're committed to making your experience as transparent and positive as possible. This policy outlines what you can expect when you shop with us.
 

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Returns & Exchanges

Exchange-Only Policy

Once your furniture has been delivered or picked up, we offer exchanges only—no refunds will be issued. We know this is different from many retailers, and here's why: furniture is a special-order item with significant logistics costs. However, if you're not satisfied with your purchase, we'll work with you to find a replacement piece that better suits your needs.

Important: Please inspect your furniture carefully before accepting delivery or completing pickup. Once you've accepted the merchandise, standard returns are not available, but we will address any defects or damage that are our responsibility.
 

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Damaged or Defective Merchandise

Our Responsibility

If your furniture arrives damaged or has a manufacturing defect that is our responsibility, we will repair or replace the item at our discretion. We stand behind the quality of our products and will make it right.​
 

Reporting Damage
 

• At Pickup: Inspect all items before loading them into your vehicle. If you notice damage or receive an incorrect item, bring it to our attention immediately while still at our location
• At Delivery: Inspect items with the delivery team present. Note any damage on the delivery receipt before signing
• After Delivery: Contact us immediately if you discover damage or defects after the delivery team has left
   

What's Covered vs. What's Not
 

We repair or replace furniture damaged during manufacturing or shipping. However, damage occurring after delivery (such as pet damage, stains, or wear from use) is not covered under our standard policy but may be covered if you purchased a protection plan.
 

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Protection Plans: What's Actually Covered

We offer optional protection plans for additional coverage beyond manufacturer defects. Before purchasing any protection plan, please ask your sales associate for the written terms and coverage details. Common questions include:
 

 

• What specific types of damage are covered (stains, rips, scratches, pet damage)?
• What documentation is required to file a claim?
• Are there exclusions or limitations?
• Who administers the plan, and how do you file claims?
   

Be informed: Protection plans are administered by third-party companies with specific terms. We want you to understand exactly what you're purchasing.​

 

Quality Differences: Floor Models vs. Delivered Items

All delivered furniture comes from the same manufacturer as our floor models and meets the same quality standards. However, we understand that new furniture may feel different at first:
 

• Break-in period: Some items (especially upholstered furniture and mattresses) may require a break-in period
• Floor model wear: Showroom pieces have been sat on by many customers and may feel softer
• Individual variation: Even within the same product line, natural materials can vary slightly

If your delivered item feels significantly different from what you tested, please contact us within the first few days so we can inspect it and determine if there's a quality issue.
 

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Delivery Information

Scheduling & Timing
 

• We cannot provide specific delivery time windows, but you'll be contacted the night before delivery with an approximate timeframe
• An adult (18+) must be present with a copy of the invoice to accept delivery
• To reschedule, call at least 24 hours in advance. Please allow one week for rescheduling
   

Delivery Day Requirements
 

• Ensure your delivery address and phone number are correct on your invoice
• Clear the room where furniture will be placed. Our delivery schedule doesn't allow time to move existing furniture
• Check that doorways, hallways, and staircases can accommodate your new furniture
   

Delivery Damage
If the delivery team damages your home (floors, walls, doorways) during delivery, report it immediately before they leave. Document the damage with photos and note it on the delivery receipt.
 

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Pickup Information

Before You Pick Up
 

• Bring a copy of your invoice—no product will be released without it
• Measure your vehicle and furniture dimensions to ensure everything fits
• Bring rope, blankets, and protective wraps​
• We'll help load your furniture, but you're responsible for securing the load (insurance restrictions prevent us from tying down items)
• Get assembly instructions before leaving. Ask questions while you're at the dock​
   

Pickup Deadline
 

Products must be picked up or delivered that are scheduled within three calendar days of purchase. This ensures we can manage inventory effectively and get your furniture to you promptly.

Important Safety Information

Before Setting Up Your Furniture:
 

1. Remove shipping materials: Remove skids and thoroughly wipe bottom edges to protect your floors
2. Remove shipping casters: Entertainment centers may have casters attached for shipping—remove them to prevent safety hazards
3. Install anti-tip devices: If your furniture includes an anti-tip device, install it per manufacturer instructions. Furniture Row is not liable for damage or injury from failure to install these safety devices

Getting Help With Issues

We understand that problems can be frustrating. If you're experiencing an issue with your furniture:
 

1. Contact us promptly: The sooner we know about an issue, the faster we can resolve it
2. Have your invoice ready: This helps us locate your order and understand what was purchased
3. Document the issue: Photos help us assess the problem and determine the best solution
4. Be specific: Describe what's wrong, when you noticed it, and what outcome you're seeking
    

We're committed to resolving issues fairly and efficiently, whether that means repair, replacement, or exchange.

Understanding Fees

All fees will be clearly disclosed at the time of purchase. Common fees include:
 

• Delivery charges (if applicable)
• Optional protection plans
• Assembly services (if requested)
   

If you see charges on your invoice that weren't explained, please ask your sales associate for clarification before completing your purchase.

Questions?

Our team is here to help. If you have questions about this policy or your specific situation, please contact your local Furniture Row store or our customer service team. We want every customer to feel confident and informed about their purchase.