Policy Information

City Furniture Policy Information
  • Free Shipping
  • Premium Delivery
  • Refunds & Reselection
  • Warranty
  • Furniture Care
Free Shipping

Unless otherwise noted, all shipping information below is for our local trading area only. For domestic shipping or exports outside of our local trading area, please click here >>


Shipping Schedule

Free Shipping
9AM to 6PM
Note: Condos/Apartments and Gated Communities will be scheduled according to the community’s delivery restrictions.
Normal City Furniture delivery time frames do not apply.
All in stock merchandise will be reserved 9 days prior to your delivery.

Shipping Appointment Confirmation

We contact all customers by text, email and/or phone to confirm their shipping date. You must respond to confirm your shipment.

 

We will call you as early as 7:00am on the morning of your shipment to confirm to confirm and provide you with an estimated 3-hour time window. This is an approximate time which is subject to traffic and weather conditions. Our service technicians will then contact you 30 minutes prior to arrival.


Threshold Drop-off

Shipping includes threshold drop off, which means:
  • Placement inside first available entryway to your house or in your garage.
  • Shipment to your loading dock or designated receiving area of your condominium.
  • Placement inside the entry to your 1st floor apartment or at the base of the closest staircase or elevator if your apartment is above the first floor.

Exclusions

Free shipping does not include product assembly or removal of packaging, old mattress or furniture.

Damages

You have one (1) day to report any damages or defects to our Customer Service department at 954.718.3344. We are not responsible for damages that occur as a result of customers moving or assembling products.

Cancellation

If you cancel your order or shipping date you must do so before the day of shipping in order to avoid a restocking fee of $99.99. This fee also applies if an adult is not available to sign for shipping since your service technician is not allowed to leave products without this signature.
Premium Delivery

PREMIUM DELIVERY

Unless otherwise noted, all delivery information below is for our local trading area only. For domestic shipping or exports outside of our local trading area, please click here >>


Delivery Schedule

All Day Delivery After 5PM Same Day
9AM to 6PM 5PM to Midnight 4PM to Midnight
NOTE: Condos/Apartments and Gated Communities will be scheduled according to the community’s delivery restrictions. Normal City Furniture delivery time frames do not apply.
*Same Day Delivery is available for in-store purchases on all in-stock items for an additional charge of $29.99. Same Day Delivery in Southwest Florida is available to all of Collier, Lee, and Charlotte counties. There is an extended delivery coverage area for regular deliveries. Cut-off times for Same Day Delivery are subject to change.

 

All in stock merchandise will be reserved 9 days prior to your delivery.


Delivery Appointment Confirmation

We contact all customers to confirm their delivery time. We will call you around 7:45am on the morning of your delivery to confirm and provide you with an estimated 3 hour delivery window. For same day and after 5pm deliveries, we will call you around 2:45pm. These are approximate times which are subject to traffic and weather conditions. Our service technicians will then contact you 15-30 minutes prior to arrival.

Quality Inspection

We open and inspect every piece of furniture before your delivery to be sure that yours will be right.

Home Preparation

Please secure your home for delivery by covering exposed floors with protective material, and removing furniture or objects that may obstruct the path or create difficulty with the delivery. City Furniture is not responsible for damages to items that could have been properly secured prior to delivery. City Furniture is not responsible for moving existing furniture in your home. If a mattress was purchased, we will remove your old mattress. We reserve the right to refuse removal of a soiled or stained mattress.

Damages

Any damage must be reported to Customer Care within one (1) day after delivery and will require clear photographs to arrange appropriate services. For minor damages, City Furniture will provide in-home repair service.

Cancellation

If you cancel your order or shipping date, you must do so before the day of delivery in order to avoid a restocking fee of $99.99. Deliveries will be considered cancelled if someone is not present to sign for delivery, since your service technician is not allowed to leave products without this signature.

Refunds & Reselection Policy

In-Store Refund Policy (for purchases made at all City Furniture and Ashley HomeStore locations)

Refund Policy

You will receive a full refund if you cancel your purchase at least one (1) day prior to your scheduled delivery. Deliveries cancelled on the day of delivery will be subject to a restocking charge of $99.99.

No refunds or reselections are allowed after delivery or pickup of merchandise.

Mattress Comfort Guarantee

When you purchase one of our mattress protectors, you will be covered by our 120 Day Mattress Comfort Guarantee. Box springs are not included. No refunds or reselections are allowed if a mattress protector is not purchased.

Since your body takes time to adjust to a new mattress, you must sleep on your new mattress for twenty-one (21) days before a one-time reselection is allowed. Reselections must be for equal or greater value. A new Premium Delivery charge and a $129.95 exchange charge will apply.

Box springs and adjustable bases cannot be exchanged or refunded once delivered. Pillows and mattress protectors cannot be exchanged or refunded if opened.

Accessories

Tabletop items, wall décor, accent pillows, linens, lamps, florals, and area rugs can be returned to a showroom within three (3) days. Item must be in new, unused condition in the original packaging.

Damage Claims

Any damage must be reported to Customer Care within one (1) day after delivery and will require clear photographs to arrange appropriate services. For minor damages, City Furniture will provide in-home repair service.

Online Refund Policy (for purchases made at CityFurniture.com)

Refund Policy

You will receive a refund if you cancel your online purchase within three (3) days after receipt of delivery. Deliveries cancelled on or after the day of delivery will be subject to a restocking charge of $99.99. Original delivery and shipping charges are non-refundable.

Mattress Comfort Guarantee

When you purchase one of our mattress protectors, you will be covered by our 120 Day Mattress Comfort Guarantee. Box springs are not included. No refunds or reselections are allowed if a mattress protector is not purchased.

Since your body takes time to adjust to a new mattress, you must sleep on your new mattress for twenty-one (21) days before a one-time reselection is allowed. Reselections must be for equal or greater value. A new Premium Delivery charge and a $129.95 exchange charge will apply.

Box springs and adjustable bases cannot be exchanged or refunded once delivered. Pillows and mattress protectors cannot be exchanged or refunded if opened.

Accessories

Tabletop items, wall décor, accent pillows, linens, lamps, florals, and area rugs can be returned to a showroom within three (3) days. Item must be in new, unused condition in the original packaging.

Damage Claims

Any damage to items purchased online must be reported to Customer Care within three (3) days after delivery and will require clear photographs to arrange appropriate services. For minor damages, City Furniture will provide in-home repair service.

Service and Warranty

In-Home Service and Warranty

1-year or 3-Year In-Home Service Program

Your furniture is covered by the City Furniture, Inc. 1-year or 3-Year In-Home Customer Service program if so marked on your invoice, in which event, your invoice is incorporated into and becomes an integral part of this agreement. City Furniture will repair or replace any furniture with manufacturer’s defects in workmanship and materials for one year or three years from date of delivery. City Furniture will perform this service in your home, in the City Furniture trading area within the state of Florida. Clearance products and electronics are not covered. You will be entitled to a store credit equal to the price of the service program if you do not use the program. The store credit must be applied against a purchase within 30 days after the original service program expires.

 

For information, call 954.718.3344


Manufacturer Warranty

Your furniture may be covered by a manufacturer’s limited warranty, which will usually provide for repair or replacement of defective furniture at the manufacturer’s discretion. City Furniture will provide the repair or replacement service for any manufacturer’s warranty. The customer must return the furniture to the manufacturer or the City Furniture Distribution Center in Tamarac, Florida. We will make every effort to ensure timely service. Call 954.718.3344 for service.

 

CANCELLATION: In the event you cancel this service program, you shall receive a refund equal to 90% of the unearned pro rata premium less any claims that have been paid or less the cost of repairs made on behalf of the warranty holder. If we should cancel this service program, you will receive a refund equal to 100% of the unearned pro rata premium.

 

The rate charged for this contract is not subject to regulation by the Florida Office of Insurance Regulation.


Warranty Disclaimer

City Furniture grants or implies no warranties of performance on any products. All warranties provided, if any, are Manufacturing Warranties. Warranty paperwork is typically included in the packaging of the product. Many manufacturers who provide a warranty prefer to handle warranty claims directly. Some manufacturers prefer City Furniture to assist in warranty service. Should assistance be necessary, please contact the City Furniture Warranty Department through Customer Service. City Furniture will charge a fee for delivery and/or pick up charges, if incurred, while handling the manufacturer’s warranty claim. For quality control purposes and verification, we reserve the right to request photographs of the damaged item(s) prior to processing a warranty claim. Most manufacturers’ warranties include repair or replacement of defective parts.

The Fine Print

These guidelines apply to all merchandise unless purchased “as is.” Payments toward specially ordered merchandise are nonrefundable. The City Furniture Investment Information:
  • is limited to original purchaser only.
  • is automatically voided by unreasonable use, misuse, or abuse.
  • Requires that the products purchased be used indoors (except patio furniture designed for outdoor use) only in strict compliance with the instructions that accompany it.
  • Requires that the products purchased be used for household use only and not for commercial use.
Furniture Care & Expectations

Furniture Care and Expectations

Leather/Upholstery Furniture

Markings such as scars, insect bites, wrinkles and veining are characteristics of genuine leather and are considered beauty marks. This is an indication of the authenticity of the leather and generally should not be considered a defect. Do not place leather or upholstered fabrics in direct light or in front of a heating source. Regularly clean (wipe down or vacuum) your furniture with a product recommended by the manufacturer and always test the product in a hidden area first.

Wood Furniture

Each piece of wood is unique so you should expect variations in grain appearance, knots, and stain coloration. Random distressing applied by hand adds a distinctive heirloom appearance to the finish of select pieces. Do not place your furniture in direct sunlight or in front of a heating or cooling source, always use coasters/pads under hot and cold beverages and serving dishes. Dust regularly with a lint-free cloth.

Marble Furniture

Marble varies in color, texture, and veining, and therefore every marble top is unique—no two tables will have the same shades or patterns. Marble is porous so please avoid placing hot and cold items on an unprotected marble surface.

Mattress Care

You should expect some time to get used to the “feel” of a new mattress. The adjustment period may take up to one month. Slight “body conformities” are absolutely normal and expected. Pillowtop and Plush mattresses will show more pronounced body conformities than firmer mattresses. It is recommended you rotate your mattress to minimize these impressions, always protect your mattress with a stain-proof mattress protector to prevent voiding your warranty.

*Please read all product labels provided by the manufacturer and always follow the advice provided by the manufacturer for care.