Directly Home Furniture Policies
Directly Home Furniture wants to ensure you have a wonderful shopping experience.
Need answers or assistance? Please view our Customer Service FAQ's to see if your question is answered there.
If you can't find an answer, feel free to Contact Us. It's the best and fastest way to contact our Customer Care Specialists.
About Directly Home Furniture
Who is Directly Home Furniture?
How do I contact Directly Home Furniture if I have a question?
What are my shipping options?
Can I change my shipping address if I need to?
How can I track my order?
How many shipments will I receive?
When will my item arrive?
How do I schedule my delivery?
How many attempts will there be made to deliver my order?
What if I live outside the continental USA, can you ship to me?
How do I contact my carrier?
What happens in the unlikely event that I am shipped the wrong item?
What is Directly Home Furniture's Warranty Policy?
What is the Directly Home Furniture return policy?
What is the Directly Home Furniture cancellation policy?
What if the item becomes unavailable for some unforeseen reason?
Can I make changes to my order?
About Directly Home Furniture
Q. Who is Directly Home Furniture?
A. Directly Home Furniture is a premier direct marketer of home furnishings delivered directly to your home. We pride ourselves on the products we sell. You will love the products you buy from us before and after your order. Our products are well packaged and easy to assemble. All of our products are made by companies that we personally love and buy from!
Q. How do I contact Directly Home Furniture if I have a question?
A. If you have questions about your order or any of our products, you will receive the quickest response via email. We are very committed to customer satisfaction, and will respond back to you as soon as possible. Please email us by clicking here. Our business hours are Mon-Fri 9:00 AM - 4:00 PM EST.
Q. What size mattress do I have?
A. The dimensions are as follows (Please note that these are mattress sizes, not bed or bed frame sizes):
|Size||AKA||Width (inches)||Length (inches)|
|California King||Western King||72"||84"|
Q. What manufacturers do you use?
A. Directly Home Furniture sells products from top manufacturers. All products are backed by a one year warranty unless otherwise noted. All items are first quality products that we like and buy ourselves!
The home furnishings you purchase from Directly Home Furniture feature simple to follow assembly instructions, as well as a toll free telephone number for the manufacturer, should you need additional assistance in assembling items. All items are of top quality, and will meet or exceed your expectations.
All of our decorative bed products include a specifically engineered frame or slat system at no additional charge. This guarantees that the bed will quickly assemble as designed, and offers the maximum in stability now and for years to come.
We do not advise that consumers purchase from sellers that do not include a bed frame, and/or recommend using a "generic" frame. Through years of experience in this industry, we have learned that nothing can take away from your investment (and sleep) more than an ill-fitting generic frame. We recommend that you always use the frame that the bed was designed to use. All of our beds feature a bed frame system that is specially designed for that product.
Q. How do I know my personal and credit card information is secure?
A. You can feel safe shopping with Directly Home Furniture. We use industry standard Secure Socket Layer software (SSL) to encrypt your personal and credit card information during the order checkout process.
Q. What if I still don't want to place my order on the Internet. Can I place an order over the phone?
A. Yes, our Customer Care Specialist will be happy to assist you in placing your order via the telephone. Please contact our Customer Care Ordering Department at 877-379-6966. Our ordering lines are open Monday through Friday 9:00 am - 8:00 pm and Saturday 10 am to 3 pm Eastern Standard Time.
Q. How do I know you received my order?
A. You will receive a confirmation e-mail within 24 hours of placing your order. If you do not receive your confirmation e-mail within 24 hours, please contact us to confirm your order.
Q. When am I charged for my order?
A. All orders placed begin to process immediately with our manufacturers, therefore, your card is charged at the time you submit your order.
Q. What forms of payment do you accept?
A. Our secure web server payment technology accepts:
Q. In which states do you charge sales tax?
A. Sales tax, in the amount of 7%, is charged for in-state deliveries to New Jersey. Sales tax is collected on the total order amount, excluding shipping. Sales tax will be calculated during the check out process.
Q. What will it cost to ship my item?
A. Most of our products have a fixed shipping amount for delivery anywhere in the continental US*. You can find the exact amount of shipping charges for an item on that item's product page.
* If you are listed as a rural area and your order requires special handling for delivery by our carriers then you may incur additional shipping costs.
Q. What are my shipping options?
A. All orders are shipped via ground carriers. Currently, we do not offer expedited shipping.
Q. Can I change my shipping address if I need to?
A. Yes, you can change your shipping address. However, there is a $50.00 processing fee for all address changes that are submitted after an order is placed and processed. In the event your order has already shipped, you may also be responsible for re-consignment fees charged by the carrier.
Q. How can I track my order?
A. Once your order has shipped, we will email tracking information to you that will contain your tracking number, the name of the carrier that has your order, and their contact information for follow up. You will be able to check the status of your delivery timeframe either online through the carrier's web site, or via telephone. Our carriers will contact you a day or two prior to arriving to your location to set up a delivery timeframe with you. However, please contact the carrier to obtain an updated delivery status if you are not contacted within 5 days of receiving your e-mail.
Q. How many shipments will I receive?
A. If you purchase items from more than one manufacturer, you will receive more than one delivery.
* Please note that items may arrive on separate dates/times.
Q. When will my item arrive?
A. Items usually ship within 1 week, unless otherwise noted on the product page of an item you are purchasing. Deliveries can take an additional 1-3 weeks after the shipping date, depending on location. As a company we always strive to reduce these times. We have found that deliveries occur well within our estimated timelines. However, we can not control exact delivery times, and do not guarantee delivery dates. Please keep in mind that inclement weather and holidays can often cause a short delay.
Q. How do I schedule my delivery?
A. Most of our orders are delivered by Ground Freight Carriers.* Deliveries are generally scheduled between Monday thru Friday 9:00 am thru 5:00 pm. Our Ground Freight carriers will contact you to schedule a delivery window with you. Carriers try their utmost to deliver between the scheduled appointment times. However, please understand that these are just estimated timeframes and we can not guarantee this window. If the delivery window changes, we make every attempt to notify you. Please note that any missed deliveries may incurr additional redelivery costs.
*At times we do use carriers such as Fedex, DHL or UPS which do not call prior to delivery.
Q. How many attempts will there be made to deliver my order?
A. Our carriers generally only make one attempt to deliver your order. If you miss your scheduled delivery timeframe, you may be charged a redelivery fee by the carrier.
Q. What if I live outside the continental USA, can you ship to me?
A. At this time we only ship to the 48 states in the Continental USA.
Currently, we do not ship Internationally or to APO addresses.
Q. How do I contact my carrier?
A. Our most commonly used carriers are located in the list below. Please be sure to check your shipping confirmation email for your tracking number and shipper for your order. If you have not received your shipping confirmation email, your order has not yet left the warehouse. Most of our carriers provide online tracking capabilities right on their web sites, which are listed below. You may also contact most of our shippers by telephone in order to check the shipping status of your order.
Q. What happens in the unlikely event that I am shipped the wrong item?
A. Please do not accept any items that have been shipped to you in error. Please refuse delivery and contact customer service using our contact us form. If you realize you have been shipped the wrong item after you have accepted delivery. Please contact customer service within (7) days using the contact us form.
Small Package Carriers:
Truck Freight/White Glove Carriers:
|Ground Freight Expeditors (GFE)||www.gfe.com||(use online tracking)|
|Main Street Delivery||www.mainstreetdelivery.com||1-877-416-1800|
|Old Dominion Freight Lines||www.odfl.com||1-800-245-6533|
|UPS Freight/Overnight Transportation||www.ltl.upsfreight.com||1-800-333-7400|
Q. Will the carrier bring my order into my home and set it up?
A. Directly Home Furniture offers "Curb Side Delivery", which is delivery generally to the entrance of your ground level home or apartment building. Set up of new furniture, and removal of debris or old furniture is not included.
Q. Do you offer White Glove delivery?
A. White Glove Delivery is a premiere delivery service available on select products – if this service is available it will be noted on the product page. White Glove Delivery includes inside placement of products into your room of choice, delivery of items up to two (2) flights of stairs, unpacking of items, debris removal, and product set-up (limited to fifteen (15) minutes).
Please note, stair carries in excess of two flights will be billed an additional $25.00 per flight per shipment, and will be collected at the time of delivery.
Q. What happens if I am missing boxes?
A. Count the number of cartons received and compare it against the number of cartons indicated on the Proof of Delivery Form.
a.) Please note on the POD form if you are missing any cartons, and notify us immediately.
b.) Also, please note on the POD form any cartons that are damaged and were either refused due to significant damage or accepted for further inspection.
c.) In addition, please indicate on the same POD form what cartons were accepted in good condition.
d.) Please contact us using our damage form for assistance on any missing item issues.
Q. What happens in the unlikely event my product is damaged?
a.) If your carton appears only slightly damaged, write "Package Damaged" on the Proof of Delivery (POD) form and accept the carton for further inspection.
b.) If your carton shows a significant amount of damage please refuse the damaged cartons only and notify us immediately.
c.) Please contact us using our damage form for assistance on any damaged items issue.
d.) If you do not note the damage on the Proof of Delivery Form and later note a damage to your order. You have (7) days to contact customer service to make a request for a replacement. Additional costs may incur for replacements. Please keep in mind that digital photos will be required.
e.) Missing items must be noted on the Proof of Delivery Form at the time of delivery. Otherwise additional replacement costs may be incurred.
*Due to Custom Finishes on Wesley Allen Beds, no two beds are exactly alike. Therefore, in the unlikely event that your Wesley Allen Bed arrives damaged, please refuse the entire order and contact customer service within (7) days to receive a replacement order.
Q. Is my item insured for shipping damage?
A. Yes, every item is shipped fully insured. The insurance cost is included in our shipping & handling fee.
Q. What is Directly Home Furniture's Warranty Policy?
At Directly Home Furniture, customer satisfaction is our top priority. We are so confident in the quality of our offerings that we provide our customers with a 1 year warranty - free of charge.
Our free 1 Year warranty covers all of the products we sell for one year from the date of your purchase. While under normal household usage, if you experience any manufacturing-related defects with your furniture or accessories, just contact us, and we will arrange to either: 1) repair your item(s) in your home, 2) return your item(s) to the factory for repair, or 3) replace your purchase with the same item(s) or a comparable item(s) of equal retail value.
In the event of a claim, please note that we will require your help in determining the type of defect, and may request items such as digital pictures in order to help arrange for repair or replacement of your item(s)
Please Note: In addition to our free 1 Year warranty, many of our products come with an additional manufacturer's warranty. Manufacturer warranty details may be found on individual product pages on our web site.
There is a one year warranty on all products unless otherwise noted.
Q. What is the Directly Home Furniture return and refund policy?
A. We know that you will be very pleased with our products, and your satisfaction is important to us. In the unlikely event that you are not happy with your purchase, you must contact us via e-mail by clicking here within 7 days of your shipment being delivered in order to be eligible to return items.
In order to provide you with discounted shipping on your order, we pay the outbound cost to ship the item to you. If you chose to return your item, we will deduct both our complete original shipping cost along with the cost to return ship the items back to us, from your refund amount.
Once you contact us, we will arrange for the pickup of your item and will refund the cost of the returned item(s) once we receive and inspect them. Please note that we assess a 15% fee (of the product purchase price) to process the items returned, which covers our cost to process, inspect, and forward the items to an outside liquidator.
In order to return your purchase, you must completely re-pack the items in their original packaging materials. Returned items should be free of damage. As soon as we have received and inspected the return, we will apply the credit amount (less shipping fees and restocking fees, as noted above).
There is a one year warranty on all products unless otherwise noted.
Q. What is the Directly Home Furniture cancellation policy?
A. All items on our site are clearly marked with approximate ship times. Orders placed on our online store are charged and processed quickly. Once we receive your order, we immediately place your items into production and process the order for shipment from our stock. Cancellations will only be accepted within 24 hours of orders being placed if item has not shipped**.
Please note that a 5% processing fee will be charged for all cancellations.
**Items that have shipped can not be cancelled. However, you may take an advantage of our Return Policy.
Q. What if the item becomes unavailable for some unforeseen reason?
A. We will contact you and suggest a substitute product available to you at an equal or higher value. If the alternate product does not meet with your satisfaction, we will offer you the ability to cancel your order.
Please note that occasionally our policies do change. If you have any questions please contact us.
Q. Can I make changes to my order?
Yes, changes must be submitted in e-mail to the customer care department. You may email us by clicking here. Changes will be accommodated if item has not shipped. If changes are possible, your exact changes will be confirmed via e-mail. *Please note we will try to accommodate all changes whenever possible however, submission of e-mail does not guarantee that change can be accommodated.