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Frequently Asked Questions
Effective March 31st, 2024, the Refer-A-Friend program will officially be ending; however, your rewards will still be valid for 90 days after the end date (June 29, 2024). You still have time to shop and save on the looks we know you love.
CITY Furniture is all about finding ways to elevate your shopping experience. Be on the lookout for more exciting updates regarding other savings and offers.
Keep your outdoor furniture looking like new with these tips:
- Use a cover (sold separately) when not in use or during periods of severe weather.
- Use an umbrella to protect against the sun or keep furniture in the shade. Keep umbrellas closed during inclement weather.
- Keep furniture dry when not in use.
- Store furniture indoors during long periods of inclement weather.
- Wipe frames with a soft, dry cloth for daily care.
- To remove stains from cushions, wipe with mild detergent or soap. Always rinse after cleaning to avoid soap residue stains.
- Avoid use of harsh or abrasive cleaners on frames and cushions.
- For teak furniture, treat with teak sealant once per year to preserve golden color, or leave untreated to achieve an attractive silver-gray patina over time.
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.
Keep your wood furniture looking like new with these tips:
Marble table tops are highly durable and need minimal care to maintain their beauty. Take care of your marble furniture with the following tips:
Keep your leather beautiful for years to come with these proven tips:
Bonded leather is a great example of environmental conservation. The creation of this material represents 100% use of natural and raw materials, where nothing goes to waste. Manufacturers use scraps of leather (that would otherwise be thrown away) which are pulverized and mixed with latex. The material is then protected with a top layer of polyurethane. The surface is stamped to give it a leather-like texture.
Bonded Leather care tips:
Here are some tips to take care of your fabric furniture:
Quality sleep matters and your mattress is an important investment. Care for your new mattress with these tips:
Body Impressions are a normal occurrence in new mattresses.
Body impressions are more prevalent in pillow top mattresses as the materials used on the top layers are made of different foams and fibers. Pillow top mattresses are designed to contour to the sleeper’s body. This will relieve pressure points and allow for a more restful sleep. These body impressions can be normal in a new mattress and do not indicate that there is a problem with your mattress. They should not be confused with “sagging”. Most manufacturers consider a body impression of up to 1 ½” to be normal. It is recommended that you rotate your mattress according to your manufacturer’s warranty to vary the areas of usage.
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 will apply 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.
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.
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.
• Anything other than household foods, beverages, ink or human or pet bodily fluids.
• Substances which destroy or change the color of fabrics such as gums, corrosives and bleaches.
• Furniture in transit or storage, fabric flaws or fading and treated fabrics that have been abused or mishandled.
• Damage caused by fire, flood, wind, lightning or any other natural disaster or fabrics or leather that have been burned, ripped or torn, or subject to misuse or abuse, violence, vandalism, accident or alteration.
Click the Submit a Claim button below, and one of our warranty specialists will contact you within 48 business hours.
Click the Submit a Claim button below, and one of our warranty specialists will contact you within 48 business hours.
Click the LIVE CHAT option at the bottom right corner of this web page or email us at customerservice@cityfurniture.com, and we will be happy to assist you.
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.
CITY Furniture offers free design services through our CITY Interiors program. Our CITY Interiors team offers virtual or in-store consultations with a full-service design experience. Let our design experts work with you to save time and create a room that wil wow you. Get started by taking our style quiz here. For additional information, click here.
Showrooms: Click here to view hours at your local showroom.
Customer Service: Monday through Sunday from 7:00 AM - 6:00 PM.
Website Customer Support: Monday through Saturday from 10:00 AM - 8:00 PM, Sunday 10:00 AM - 6:00 PM.
If you have not received your delivery, click the LIVE CHAT option at the bottom right 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 (954) 718-3344 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.
| 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 CITYfurniture.com 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.