Customer Service

Do you offer a warranty?

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All products come with a standard warranty against manufacturers defect. Most manufacturers offer a 1 year warranty against defects. We only select the finest manufacturers with top reputations for quality assurance. Our technicians are industry leading specialists who can repair or replace your furniture quickly and easily all in the comfort of your home. You have a full 2 weeks to notify us when you notice a problem and in most cases, a technician will complete all required repairs within 10 business days. We have over 1700 technicians at our disposal so our service is quick and top notch. Once purchased, you will receive a separate packet in the mail with all the details about your new protection plan.

When will my items be shipped?

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All orders are shipped via ground carriers. Items usually ship within 3-5 days, unless otherwise noted on the product detail page. Deliveries can take an additional 2-3 weeks after the shipping date, depending on location. Our carriers will contact you a day or two prior to arrival to set up a delivery time frame with you. We offer free shipping in the continental United States on almost all of our products. Alaska & Hawaii excluded.

Premium white glove delivery

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At LA Furniture Store we offer "Premium White Glove Delivery" for selected items. This delivery service provides two-man delivery, to inside your residence to the room you choose. This service includes carrying the product up two flights of stairs from the building threshold (4-15 steps = 1 flight). Once the product is in the room you desire, the shipper will unpack the product and provide basic setup that requires basic tools (i.e. pieces will be screwed or bolted together, set pieces next to each other, or on top of each other). The shipper will also remove and dispose of all packaging (limited to 30 minutes).
Please note: the shipper will not hookup any electrical or component wires.
Please note that LA Furniture Store may not offer white glove service in your area, it is best to call before to get a quote and availability. Any charge that is paid by the consumer for shipping does not constitute white glove delivery unless otherwise stated "White Glove Delivery"

Delivery in Great Los Angeles

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We offer a White Glove Delivery Service at an additional rate with Installation in the greater Los Angeles, Orange County, Southern & Northern California area with a $1500 minimum purchase. Out of State please call to see if we offer white glove service in your area and to get a rate. Sales Tax applies only in the state of California at approximately 9.75%.

Small Parcel

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Whenever possible we will ship smaller, lighter items via UPS, FEDEX, DHL or USPS. These companies provide the fastest and most reliable method of shipping available for many items we sell. Depending on how close you are to the shipping warehouse, your item will arrive between 1 and 6 business days (1 to 10 business days for USPS) after it leaves the warehouse.

We do not require an adult signature for deliveries, but please note that the decision to leave your package without a signature is at the discretion of the delivery person. If you want an item left at your doorstep, the best thing to do is leave a note on your door asking the driver to leave your package with "No Signature Required." Be sure to include your name and tracking number on the note.

Important: Delivery Acceptance Instructions

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Delivery must be signed for by the customer or an individual at least eighteen years old that the customer designates to have the authority to sign for the delivery. Before signing for the delivery, please inspect thoroughly for any damage, shortages, etc. In the unlikely event that damage or a shortage has occurred in transit, make a notation on the waybill, retain applicable packaging materials, and notify us immediately at (877) 397-0933. In the event that damage is not noted on the waybill when signing for the delivery or the applicable packaging materials are not retained, any claim for damage must be filed by you directly with the delivery company.

• Before signing for delivery, you must thoroughly inspect the packaging/carton/crate and note any visible carton damage on the freight bill.
• Only if damage exists on the packaging/carton/crate, quickly inspect the actual item for any damage. If there is damage to the item, note it on the freight bill, reject only the damaged piece, and keep the rest.

International Shipping with Bongo

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We have partnered with Bongo International Parcel and Mail Forwarding to service our international customers.

Bongo International provides it's customers with their very own US address (not a P.O. Box). Once you have a US address, you will be able to make purchases with us as well as other US based online retailers. Bongo receives your purchases and logs them into their online system where you can consolidate them with other orders.

This process saves international customers up to 82% off typical international shipping rates.

Step-By-Step Order Guide:

• 1. Shop for your items on our website and add them to your cart.
• 2. Setup your Bongo International account by clicking the below image.
• 3. After signup, Bongo will provide you with your very own US address.
• 4. Back at our site, proceed to checkout.
• 5. Enter your new US address supplied by Bongo as both your BILLING and SHIPPING Address.
• 6. Use the credit card that you have on file with Bongo as the payment method... No Exceptions.
• 7. Choose your domestic shipping method, and Place Order.
• 8. Once completed, finish your verification process with Bongo.
• 9. Bongo will take over from here, so communicate directly with them for delivery of your order.

If you have any questions, please feel free to contact Bongo through live chat or by e-mail. They will be glad to assist you.

Click Below to Get Started!

Claims

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Our products are well-packaged to withstand damage during shipping. We double box many items, have extra quality control in the factories we work with and refuse to carry products that are easily damaged during shipping.

While cases are extremely rare, damages do happen once in a while. We request that you inspect your items upon delivery. If items are damaged or suspected to be damaged, it must be documented “Damaged upon arrival” where you sign for the items. The delivery driver must wait while you inspect. If the driver does not agree to wait, note “Possible damage” on the bill of delivery. It is important to be as detailed and descriptive as possible on the delivery slip before you sign for your items. A signature indicates acceptance; without inspecting the boxes, you are accepting the shipment “as is” and will be fully responsible for any replacements (including freight) or repair costs if transit related.

For damages unnoticed at the time of delivery, we require that you notify us in writing and send us photographs via e-mail within 72 hours following the receipt of your order. You may call the claims department at (877) 397-0933 but it is best if some type of paper trail exists between us and you should you happen to file a claim. If the damages are not promptly and fully noted and reported, we cannot cover your replacements free of charge. We will work with you to best remedy the situation at our discretion. This can consist of replacing the defective item or repair. Most manufacturer defects are very minor in nature and can be easily fixed by a professional furniture medic using the same quality control solutions inducted at the factory. Customer satisfaction is our top priority.

We reserve the right to repair and/or replace items in question on a case by case scenario. PLEASE NOTE: if you do not contact us within 72 hours of delivery that a product is damaged or has missing pieces, your claim will be null and void. Any returns, repairs, or replacements after this time shall be at the buyer’s expense.

LA Furniture Store is not responsible for the furniture assembly, when this service level is requested. Please contact these agents directly if you require licenses and insurance certificates for delivery. These delivery agents have the required certification to perform residential furniture delivery and assembly. As a result you agree that any legal action will be directed towards such company and LA Furniture Store will not be liable for any damages incurred to the premises.

Due to variations in photography, monitors, and lighting, LA Furniture Store cannot guarantee that the finish of the order will be exactly as pictured. Imperfections or variations in the grain, color, or sheen may occur naturally in wood as well the dying/tanning process of leather. As a result, these naturally occurring characteristics are not viewed as damages or defects.

Most Important

Do NOT sign the Bill Of Laden (trucking company receipt) that says in small print "Received In Good Condition" until you (or your agent like a moving & storage company) has inspected your furniture for damage. List any damage to your furniture on the receipt. If your furniture is damaged in shipping it will be repaired or replaced free of charge. LA Furniture Store reserves the right to repair or replace based upon factory recommendations.

Delays

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Delays in production and shipping may occur. If a delay occurs, don’t panic. We will work hard to get your purchase to you, but please keep in mind that we work with high-ticket and large items, which come from all over the world. In most cases, delays occur during busy seasons, holidays, due to production delays, or other factors not in our control. We will make all efforts to quote accurate lead times and notify all our customers promptly. Please note that we are not responsible for product delays from the manufacturer. Under no circumstances will LA Furniture Store be responsible for any consequential damages resulting in shipping delays. Due to increased security by governments, customs delay may also occur, which is beyond our control.

Shipping Time

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Please allow the lead-time for delivery depending on the product type, color, model, manufacturer, and other factors. Please Note: THE SHIPPING TIMES WE QUOTE ARE ONLY ESTIMATES, NOT GUARANTEES. When it comes to order times we are depending on the factory, and freight carriers to provide us with the estimated ship date. Some specialty furniture carriers use third party carriers for some delivery locations, and are unable to provide up to the minute tracking information that is common for small packages. Please understand we are doing our best to ensure best deliveries suited for your product.

Will my item look exactly like the picture?

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Color, texture, and graining variations can occur in natural products like leather, wood and stone. These are not normally considered imperfections. For leather products all colors other than Black & White are bound to have variations in every production line. Color representations on computer terminals and screens can be different based on settings and various display technologies. To optimize website performance, product pictures have been scaled down in detail to help make web pages load faster. As a direct result, in some small cases fine detail in the pictures of furniture may have been sacrificed for the websites performance. It is the customer's responsibility to request additional high resolution pictures so that they may see exactly what they are getting before purchasing. Customer also agrees that they may not dispute the finish, or color or texture or any other physical attribute after taking delivery of a product.

Before I buy, What are your Terms and Conditions?

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Orders with special coupon codes may not be combined with Free Shipping items and vice versa unless specified. Orders may be canceled within 48 hours of placing the order if not already shipped. Any order canceled after 48 hours, may be a subject to a 20% cancellation fee. To cancel the order, please call us at 1-866-397-0933. SPECIAL ORDERS MAY NOT BE CANCELED OR RETURNED. In case of the order cancellation after merchandise was already shipped and it is still in transit, customer must also pay freight charges and merchandise must be returned back. Special order items can not be canceled or returned. In case of the order cancellation after merchandise was already shipped and it is still in transit, customer must also pay freight charges and merchandise must be returned back. Damaged products will be paid by LA Furniture Store. LA Furniture Store will not be responsible for damaged freight, if delivery receipt is signed clear and reserves the right to cancel an order for a just cause. Returns or Exchanges can be made within 3 days of receiving the product. Returned or Exchanged product may be a subject to a 20% restocking fee if removed from original packaging. All returned products must be in original condition (not used and not installed, with all original packaging material included). Prior to returning the products, customers need to email or call us for Return Authorization number. Any return without a Return Authorization number will not be accepted. All associated shipping charges when returning or exchanging the product are paid by the customer. Finishes Color, texture, and graining variations can occur in natural products like leather, wood and stone. These are not normally considered imperfections. For leather products all colors other than Black & White are bound to have variations in every production line. Color representations on computer terminals and screens can be different based on settings and various display technologies. You agree that you cannot dispute the finish, or color or texture or any other physical attribute after taking delivery of a product. Although these cases are rare, there may be information on LAFurnitureStore.com that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order).

Payment

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We accept payments from Google Checkout, Pay Pal, personal checks and the following major credit cards: Visa, Master Card, American Express and Discover. We require authorization from the credit card company for 100% of the amount of the purchase order, but charge only 50% at the time of placing the order. When the merchandise is ready to ship, LA Furniture Store will notify you, and the balance is charged prior to shipping. In case of partial shipments, you will be required to pay the balance only on the items being shipped. Payment is required 100% upfront.

Financing

LA Furniture Store provides 6, 12 and 18 month same as Cash (0% APR) financing ONLY for California Residence. Customer should be approved and appear in person in our Showroom: 3828 Santa Fe, Vernon, CA 90058

Order Confirmation

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After your order is completed, you will automatically be sent within 24 Hours an "Order Confirmation" email to the email address you entered during checkout. This email is your receipt - so don't delete it! We encourage you to review the order and advise us of any spelling or numerical mistakes so that we can quickly make any necessary changes.

How does the 110% Lowest Price Guarantee work?

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We are confident you will find we have the lowest Internet prices. If you find a lower, publicly advertised, delivered price* on an identical eligible product, from an accredited business with a rating of B or higher(BBB), we will do our best to beat it and on top of that, give you 10% off an additional item. Just call and inform us of the product you are interested in so we can verify the price. If we are able to verify the price, we will send a new lower price to your email address or right over the phone. (* Please note: delivered price = product price + delivery charges + taxes) Please Note: Offer to beat competitor pricing applies to NEW, unopened merchandise only. We reserve the right to opt not to beat prices under certain conditions, such as:

• offers on used, opened or damaged products
• offers that are no longer current or are no longer available
• offers in classified ads or auctions (open or closed), regardless of whether the merchandise is new or used
• discontinued items, special orders, custom orders, closeouts, out of stock, demos, or items out of the box
• offers mentioned to you only verbally, whether in person or on the phone
• offers advertised only within an individual physical store (such as on an in-store sign or price tag)
• offers that don't include delivery. (e.g., in-store pickups)
• offers outside of our standard delivery area (continental United States only, excluding Alaska & Hawaii)
• Items that have been already purchased through us and price of that product has been lowered after wards.

Our Satisfaction Guarantee

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"We guarantee your absolute satisfaction – 100% of the time."

For items which lost no more than $2500 listed on our site is unconditionally guaranteed for items (SPECIAL ORDERS CAN NOT BE CANCELED OR RETURNED). If you are not satisfied with something, please send it back within 30 days of receipt and we will gladly exchange, credit, or refund the cost of the item. Shipping and handling cannot be reimbursed, so please be aware that if you are purchasing a product that has "Free Shipping" our actual shipping costs will be deducted from your return refund. In addition some of our items carry a restocking fee which will be deducted from your return should you wish to return them. All products should be in original condition and within original packaging.

What is your Return / Exchange Policy?

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Your Satisfaction is our Number One Goal

At LA Furniture Store, we want you to be 100% satisfied with your purchase. Our sincere goal is to provide an enjoyable shopping experience that encourages you to shop with us for years to come.

On the occasion that you receive a product that you just don’t like or that doesn’t match your décor, our experienced customer service staff is just a phone call away and will guide you through our easy return policy.

At LA Furniture Store we want you to get exactly what you want, and with our world-class product selection you can be sure you’ll find the product that is right for you.

30 Day Return Policy

No Hassle Returns

If you would like to return an item that is new and in unused condition with original packaging, you may return the product within 30 days of receipt.

To return items for an exchange or refund please contact us via contact form or phone at 866/397-0933 and one of our fully trained customer service representatives will start a return process with you.

Step 1- Acquire authorization number and instructions. Any return without a Return Authorization number will not be accepted.

Step 2- Shipping product back. All returned products must be in original condition (not used and not installed, with all original packaging material included). Once an item has been assembled it is no longer returnable.

Below are the keys to a successful return:

• Good packaging: Re-pack products for return in the original box with original packaging material. Write the RA # exactly as instructed by LA Furniture Store. Do not write on the box to maintain its like-new condition. Improper labeling will result in the denial of return.
• Ship@Insure: Next, ship the product to the warehouse address provided using a carrier that will provide both a tracking number as well as a signature that the item was confirmed delivered, please do not ship USPS because they cannot provide these guarantees. If we are unable to confirm delivery of your item, this may result in the denial of the refund.
• Tracking Number: We recommend using a carrier that will provide you with the return tracking number as this will speed up your return process. Retain your tracking number and e-mail it to us so that we can check on the progress of your return. If you have not received credit within 14 days from the date of delivery to the warehouse, please contact customer service and provide them with the tracking number so that we can expedite the credit process for you.

All returns are subject to round trip shipping charges. If you decide to return an item that was part of our free shipping promotion, our initial shipping and handling costs will be deducted from the refund.

Customers who place orders online are responsible for the accuracy of their product selection and information entered. Customers who placed orders by phone or chat must review their receipt for accuracy within 24 hours.

Returns with Restocking Fees

Some manufacturers charge a restocking fee. Please be advised by one of our customer service representatives what is the particular return policy of the manufacturer whose product you are planning to return.

If you return an item with a restocking fee, it will be deducted from the refund. If the item was part of our free shipping promotion, our initial shipping and handling costs as well as the costs for shipping back will be deducted from the refund as well.

Non-returnable and Custom Made Product

LA Furniture Store sells products from some manufacturers that are custom made or built- to-order. These items are non-returnable and non-cancellable once the order has been placed. Please check with one of our customer service representatives the particular manufacturer’s return policy.

You will have 30 days in which to return the product from the date that we receive approval from the manufacturer. After 30 days, the Return Authorization will expire and no replacements or refunds will be given.

Refunds

Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, the refund credit process will begin.

Customers will be refunded via the same method in which the item was purchased or via check from LA Furniture Store. Refunds via check are typically issued within 14 business days of final approval.

Items returned without the proper RA # or sent to the wrong location are subject to an automatic 50% restocking fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only. Please read your return instructions carefully to avoid delays and unnecessary expenses.

Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a chargeback has been submitted, we will not be able to credit you for your return until the chargeback mediation process has been completed. This process can take up to 180 days.

Items not eligible for returns

• Custom orders ( i.e. products that are built to order or any item labeled non-returnable )
• Special purchases, including: clearance items, inventory sales items, custom quotes, special discounts, etc.
• Any item that has been assembled, installed, modified or used in any way.
• Any item that is not in resalable condition.
• Any item not accompanied by a Return Merchandise Authorization Number issued by LA Furniture Store.
• Any item that is not in the original box with sufficient packaging materials.
• Expedited shipping and charges for shipping to Alaska, Hawaii, and International destinations.
• Any item not purchased from LA Furniture Store.