CITY Furniture | Help Center
Help Center

Help Center

Let us help! Choose a topic below to get started. 

Frequently Asked Questions

Order Help
Billing and Payment
Shipping & Delivery
Policies & Services
Can I place an order over the phone?

You can shop by phone with a Sales Associate by calling (954) 718-3350 between the hours of 7AM and midnight daily. You can also place your order online or by visiting one of our showrooms.​

Will I be charged sales tax?

Sales tax will be charged based on your delivery address.

When will my credit card be charged?

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

How can I check the status of a 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.

Are there products available online that are not available in store?
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.
What is a backorder?
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.
Do I need to take measurements prior to placing an order?
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.
What size mattresses do you sell?
We currently sell Twin (38” wide x 75” long), Full (54” wide x 75” long), Queen (60” wide x 80” long), King (76” wide x 80” long), and Florida King (108" wide x 80” long).
What size foundations do you sell?

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 - 1.5 - 2 inches
Are your prices the same in-store and online?
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.
Why was my order delayed or cancelled?
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.
What services or discounts do you offer for businesses or interior designers?
Visit one of our showrooms, and one of our showroom managers will be able to assist you in making your purchase.
What if my billing and shipping addresses different?
When placing an order in-store or online, we will ask for both your shipping and billing address.
Can I buy online and pickup in a store?

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


  • Plant City - 3307 South Frontage Road, Plant City, FL 33566
  • Sawgrass - 6701 North Hiatus Road, Tamarac, FL 33321
  • Ocoee - 643 East Crown Point Road, Ocoee, FL 34761
  • Miami - 4350 215th St., Building C, Miami Gardens, FL 33056


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.

What do I do if an item in my cart is unavailable?
Please try back in a few days as we are always receiving new stock.
Can I get a discount on a large order?
We ask that you visit one of our showrooms and speak with a showroom manager, who can assist you with your order.
Do you make custom orders?
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.
How can I cancel my order?
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 (954) 718-3344. Please cancel at least 48 hours prior to delivery.
How do I make changes to my order?
For purchases made in-store, contact your sales associate or the showroom where your purchase was made. For purchases made online, call (954) 718-3344. We request that you call at least 48 hours prior to a scheduled delivery.
More Questions? Contact Us
Customer Care Center (866) 930-4233 Mon-Sat 8am-6pm
Internet Sales & Service (954) 718-3350 Mon-Sun 7am-12am
Synchrony (866) 419-4096  
TD Bank 1 (800) 252-2551  
Genesis Credit 1 (866) 502-6439  

Welcome to the CITY Help Center! Our convenient online hub is your one-stop shop to answer any and all questions about shopping with CITY Furniture. Think of it as your personal CITY Furniture customer service center. You can do a variety of things with just a few clicks, and we’ll break down all of the most commonly used features.


For starters, you can check on your CITY Furniture orders. This also includes orders that were placed online. Simply select “Order Tracking” to see the status of your order every step of the way. We will keep your account updated with the most recent information that we have. If you still need to schedule a delivery, you can also do that here. Select “Schedule Your Delivery” and follow the prompts to choose the date that works for you. All in-stock items can be scheduled ASAP. 


You can also manage your account from our online CITY Furniture customer care page. If you don’t already have an account, it’s quick, easy, and free to create one. This will give you access to all of your order needs, whether it’s to make a CITY Furniture payment to complete your order, or change your delivery.



Another thing you can do is submit a claim. If you notice any issues with your order, select “Submit a Claim” and follow the prompts. We’ll ask you to submit a few photos and explain your issue, and our customer service rep will review and be in touch shortly. They will look at your CITY Furniture warranty and service plans to explore your options, so that we can resolve your claim and you can enjoy your furniture. 


Other features include financing offers, free shipping information, refund policies, offer details, and so much more. Our goal is to make it easy to answer all of your questions and ensure complete customer satisfaction.