Frequently Asked Questions

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Order Help

We cannot place orders by phone at this time. You can place your order online or by visiting one of our showrooms.

Sales tax will be charged based on your delivery address.

Your credit card will be charged at the time of purchase.

You can look up your order and get access to order status, delivery tracking, updating or scheduling your delivery or pickup, and reporting product damages by clicking here. You will just need to enter your 6-digit order (also known as invoice) number, any phone number that was provided at time of purchase, and the invoice date.

While we try to utilize as much space in our showrooms as possible to show as many products as we can, there may be items on our website that we are not able to display in our showrooms due to the different sizes of our showrooms.

A backorder occurs when there is a delay in a product arriving to our warehouse, thus delaying the delivery. We try to minimize these occurrences as much as possible, but backorders do occur.

We highly recommend taking measurements prior to purchasing. We ask that you measure the area in your home where the furniture will be placed, and when you arrive to the showroom, a sales associate can assist you in measuring the items on the showroom floor to assist you in choosing the furniture that is the perfect fit for you. You can also find the dimensions of our products on our website.

While we do not offer e-gift cards through our website, gift cards can be purchased in store in any denomination. At this time, gift cards can only be used towards in-store purchases.

At this time, gift cards can only be used towards in-store purchases.

We currently sell Twin (39” wide x 75” long), Full (54” wide x 75” long), Queen (60” wide x 80” long), King (76” wide x 80” long), California King (72” wide x 84” long), and Florida King (108" wide x 80” long).

We offer different options dependent on the requirement of the bedframe you choose as well as your sleep height preference. Options include:

  • Standard height foundations - 9 inches.
  • Low profile foundations - 5 inches.
  • Bunkie boards - 2.5 inches.

Our online and in-store prices are the same. We always try to offer the best values anywhere. If, within two weeks of purchasing the merchandise listed on your invoice or within 30 days of purchasing your mattress, you should discover any authorized dealer in Florida, including City Furniture, offering the same merchandise and service at a lower price, bring in proof, and we will refund the difference to you.

In certain instances, there may be delays with our vendors getting your product to us. While we strive to deliver all of our customers’ products on the exact day they are expecting them, there are times where the items may be delayed. If these situations arise, we try to notify our customers as soon as we are made aware of the delay.

Visit one of our showrooms, and one of our showroom managers will be able to assist you in making your purchase.

When placing an order in-store or online, we will ask for both your shipping and billing address.

You can buy online and choose to have your items brought to your home, or you can pick them up from one of our two warehouses:

  • Sawgrass 6701 North Hiatus Road Tamarac, FL 33321
  • Ocoee 643 East Crown Point Road Ocoee, FL 34761

Small items such as lamps and accessories may be picked up at other showrooms. There may be a transfer fee associated with showroom pickups. A valid driver’s license must be presented at the time of pickup.

Please try back in a few days as we are always receiving new stock.

We ask that you visit one of our showrooms and speak with a showroom manager, who can assist you with your order.

We are unable to accommodate custom orders due to our volume of orders, but we do have a wide selection of colors and configurations to choose from.

For purchases made in-store, you can cancel your order prior to delivery by contacting your sales associate or the showroom where your purchase was made. For purchases made online, call 866-930-4233. Please cancel at least 48 hours prior to delivery.

For purchases made in-store, contact your sales associate or the showroom where your purchase was made. For purchases made online, call 866-930-4233. We request that you call at least 48 hours prior to a scheduled delivery.

Billing and Payment

We do not accept wire transfers. We currently accept credit card payments (Visa, Mastercard, American Express, or Discover), and personal or business checks. We also have quite a few financing options. For more details, click here.

We will honor all sale prices for up to 14 days after purchase. We will honor all mattress sale prices for up to 30 days after purchase. If you should discover any authorized dealer in Florida, including City Furniture, offering the same merchandise and service at a lower price, bring in proof, and we will refund the difference to you.

City Furniture gift cards can be used on any in-store purchase. At this time, gift cards cannot be used towards online purchases.

We ask that you treat your gift card as you would treat cash. We are unable to replace a lost or stolen gift card.

We are not able to process those payments at our stores. You can contact the finance company directly by calling the number on your finance bill, and they will be able to assist with your payment.

We offer many options for financing, and we also offer a layaway* option in our stores. For more information on our financing options, please click here. With our layaway program, you can choose your furniture and lock in today’s low prices for as little as a 10% deposit. Then you can simply make monthly payments on the balance until you are ready to have your item(s) delivered.

*Layaways do not reserve product. In the event the manufacturer discontinues the pieces, reselection and/or full refunds are allowed without penalty.

We do not accept COD. All furniture must be paid for prior to delivery.

All of our gift certificates can be used in any of our showrooms. All of our gift certificates have an expiration date listed at the bottom of the certificate. Visit a showroom prior to this date, and they will be able to assist in applying your gift certificate to your purchase.

We currently are only able to accept US credit cards.

Yes, please click here for more information.

Shipping and Delivery

We continue to open new stores and widen our delivery area, however if we currently do not deliver to your area, you still have options. We offer domestic shipping to customers outside of our regular delivery area. Learn more by clicking here.

The fastest way to get your order is to choose our Premium Delivery option. For more information on Premium Delivery, please click here.

If you live in our regular delivery area and all of your items are in stock, we can schedule your delivery for the very next day with Premium Delivery. Same Day Delivery is available in some areas for a fee of $29.99. If you opt for Free Shipping, your order can be scheduled for any date beginning 3 days from the date of purchase.

Premium Delivery in our regular delivery area includes assembly and set up along with removal of any packaging materials. Free Shipping does not include assembly, set up, or removal of packaging. We do not mount wall mirrors, pictures, or televisions. We do not hang chandeliers. Items picked up at one of our warehouses may require assembly.

Most furniture requires some assembly. By choosing Premium Delivery, we will do all the assembly for you! We will assemble, set up, and remove all packaging and take it with us. We do not mount wall mirrors, pictures, or televisions. We do not hang chandeliers. Items picked up at one of our warehouses may require assembly.

We are unable to move existing furniture due to insurance restrictions (not because we do not want to help). We will, however, remove your old mattress and box spring if you purchase a new one from us with Premium Delivery.

We are unable to remove any old furniture, with the exception of old mattresses and box springs, if a new mattress and box spring is purchased from us with Premium Delivery.

You do not have to be home for the delivery, however we do ask that someone over the age of 18 be at the home to sign for the furniture on your behalf.

Our Premium delivery service includes assembly for most items City Furniture sells. The exceptions are:

  • Hanging accessories on the wall (mirrors, wall art, sconces, clocks)
  • Assembling and hanging chandeliers (professional assembly is recommended)
  • TV installation for wall units (We assemble the wall unit but we do not assemble customers’ existing TV/sound system.)

For more information, please click here.

For more information, please click here.

Typically delivery is scheduled at the same time the order is placed. If you did not schedule at the time of placing your order, you can do so now.

Schedule Delivery

If you did not schedule at the time of placing your order, you can do so now.

If you need to postpone your delivery, you can reschedule your order or request the order be placed on hold until you are able to take delivery. We request that you do so at least one day prior to your scheduled delivery. Click the button below to reschedule your delivery or contact your sales associate directly.

Note: Items are only reserved with a scheduled delivery date within 9 days.

Change Delivery Date

You can buy online and choose to have your items brought to your home, or you can pick them up from one of our two warehouses:

  • Sawgrass 6701 North Hiatus Road Tamarac, FL 33321
  • Ocoee 643 East Crown Point Road Ocoee, FL 34761

Small items such as lamps and accessories may be picked up at other showrooms. There may be a transfer fee associated with showroom pickups. A valid driver’s license must be presented at the time of pickup.

If all of your items are in stock at the time of your delivery, they will all be delivered at the same time. If for any reason, an item is on backorder, you can opt to receive the items in separate deliveries or choose to accept one delivery once your backordered items are back in stock.

In order to ship items to multiple addresses, the orders need to be on different invoices. Let your sales associate know at the time of purchase that you need items to be delivered to different addresses, and they will be able to create separate invoices for you.

Unfortunately, we are unable to deliver to PO, APO, or FPO boxes as we need a signature for all orders.

All furniture should come with assembly information in the box, however if you need assembly instructions, please send an email to customerservice@cityfurniture.com with your invoice number and the item you need instructions for. Please allow up to 2 business days for reply.

City Furniture offers many delivery options to our customers to accommodate their needs. Delivery services are offered in our local trading areas, which include the following:

  • South Florida Markets: Miami-Dade, Broward, Palm Beach, and Martin counties
  • West Coast Markets: Lee, Collier and Charlotte counties
  • Central Florida Markets: Orlando, and The Villages

We also accommodate out of area deliveries. These deliveries occur once or twice a week and all delivery services may not be available to these areas:

  • South Florida Markets: Florida Keys, including Key West
  • Central Florida Markets: Tampa and Gainesville areas

In addition to delivery in the above-specified markets, we export all over the world and offer domestic shipping to any destination in the continental United States and Canada. For more information on domestic shipping or exports outside of our local trading area, please click here.

You will be contacted via phone, email or text message prior to your delivery date as well as receive communication from the delivery drivers to let you know that they are on the way.

You will receive a text message the night before your delivery with a link to track your delivery. You can also track your delivery here on the day of your delivery to see where the delivery drivers are realtime and the timeframe in which they are expected to reach your home.

Items picked up from any of our warehouses remain in their manufacturer’s packaging.

Items picked up from our warehouses are in their manufacturer’s packaging. If you need your items assembled, we have the option of Premium Delivery, where your items are delivered, assembled, and placed just where you want them.

We offer Same Day delivery for customers that want to receive their delivery on the same day they make their purchase. There is an additional $29.99 fee for this service. This option is not available in all areas and is subject to availability at the time of purchase.

You have one (1) day to report any damages or defects to our Customer Care department. We are not responsible for damages that occur as a result of customers moving or assembling products. We will require clear photographs to arrange appropriate services. For minor damages, City Furniture will provide in-home repair service.

If you don't plan on using your item immediately, we recommend that you inspect all of your items fully to ensure there is no damage since all damages must be reported to us within 24 hours of delivery.

Submit a Claim
Policies and Services

We ask that you measure the area where the furniture will be going prior to delivery. Once the items are delivered, they cannot be returned.

Once an item is cancelled from your invoice, please allow 7-10 business days to receive your refund. Refund timeframes depend on the form of payment as well as the banking institution.

Once a gift card is sold, it cannot be returned.

Online Refund Policy: You will receive a full 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. When purchasing a discounted Room Package, no refunds or reselections are allowed on the package pieces once any items included in the package are delivered.

In-Store Refunds 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. When purchasing a discounted Room Package, no refunds or reselections are allowed on the package pieces once any items included in the package are delivered.

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 one of our mattress protectors is not purchased and used. 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.

Many home improvement stores offer touch up products that can be used to touch up furniture, and they come in marker and crayon form. These are easy solutions for minor touch ups. All you need to do is match your furniture color and finish with the touch up color and follow the manufacturer’s instructions.

For more information, please click here. Please read all product labels provided by the manufacturer and always follow the advice provided by the manufacturer for care.

For more information, please click here.. Please read all product labels provided by the manufacturer and always follow the advice provided by the manufacturer for care.

For more information, please click here.. Please read all product labels provided by the manufacturer and always follow the advice provided by the manufacturer for care.

For more information, please click here.. Please read all product labels provided by the manufacturer and always follow the advice provided by the manufacturer for care.

For more information, please click here.. Please read all product labels provided by the manufacturer and always follow the advice provided by the manufacturer for care.

For more information, please click here.. Please read all product labels provided by the manufacturer and always follow the advice provided by the manufacturer for care.

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 Care. If you did not purchase the 1-Year or 3-Year In-Home Service program, City Furniture will charge a fee for delivery and/or pickup 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.

Submit a Claim

If you purchased the In-Home Service program, your furniture is covered by the City Furniture 1-Year or 3-Year In-Home Service Program. Refer to the terms and conditions provided at the time of purchase for more details on what is covered in this program. If you purchased the Stain Removal Plan program, your furniture is covered by the City Furniture 3-Year Stain Removal Plan Service Program. Under this program, City Furniture will attempt to remove, to the best of our ability, any stain caused by common household foods, beverages, ink, or human or pet bodily fluids, during normal residential use, if reported to our Customer Care department within five days of staining. If the stain cannot be removed, the affected part or entire piece will be replaced at City Furniture’s discretion at no charge. A photo is required of the item prior to repair or replacement of furniture. Please refer to your Stain Removal Kit for additional details.

Clearance items, electronics, and floor model pieces do not come with a warranty, and In-Home Service cannot be purchased on them. Our furniture is intended to be used for residential purposes, therefore the warranty is voided if used commercially.

Click the Submit a Claim button below, and one of our warranty specialists will contact you within 48 business hours.

Submit a Claim

Click the Submit a Claim button below, and one of our warranty specialists will contact you within 48 business hours.

Submit a Claim

Click the LIVE CHAT option at the top of this web page or email us at customerservice@cityfurniture.com, and we will be happy to assist you.

Accessories have a 90-day warranty unless you have purchased our In-Home Service program.

General

We are always looking for great people to add to our City Furniture Family! Click here to apply.

We do not offer fabric swatches. However most of our furniture is displayed in our showroom. Our website shows which items are displayed at which stores, so you can view the item in person before making your purchase.

Our sales associates are able to assist you with basic room design. If you need more assistance, our Design Studio Program offers professional design services to help you create a look that matches your lifestyle. We have options for small or large projects, and pricing is based on hourly packages. For additional information, click here.

Showrooms: Monday through Saturday from 10:00am - 9:00pm, Sunday from 11:00am - 6:00pm

Customer Service: Monday through Sunday from 7:00am - 6:00pm.

Website Customer Support: Monday through Saturday from 10:00am - 8:00pm, Sunday 10:00am - 6:00pm.

If you have not received your delivery, click the LIVE CHAT option at the top of this web page or email us at customerservice@cityfurniture.com, and we will be happy to assist you.

If you need to change the address on your invoice to ensure that you receive your In-Home Service store credit, please call us at (866)-930-4233 or email us at customerservice@cityfurniture.com. Include your invoice number(s) to ensure that we take care of all your purchases.

If you need to change your billing address on a City Furniture finance account, please visit your current provider on the finance page.

For purchases made in-store, you can cancel your order prior to delivery by contacting your sales associate or the showroom where your purchase was made. For purchases made online, call 866-930-4233. Please cancel at least 48 hours prior to delivery.

For purchases made in-store, contact your sales associate or the showroom where your purchase was made. For purchases made online, call 866-930-4233. We request that you call at least 48 hours prior to a scheduled delivery.

You can buy online and choose to have your items brought to your home, or you can pick them up from one of our two warehouses:

  • Sawgrass 6701 North Hiatus Road Tamarac, FL 33321
  • Ocoee 643 East Crown Point Road Ocoee, FL 34761

Small items such as lamps and accessories may be picked up at other showrooms. There may be a transfer fee associated with showroom pickups. A valid driver’s license must be presented at the time of pickup.

Yes, please click here for more information.