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Delivery methods
The size and weight of your online purchase are factors that help determine the most efficient delivery method.
Standard shipping
We ship smaller, lighter items via courier or postal services (such as UPS or FedEx). Some items may require assembly. You will receive a notification as soon as your order ships. Available shipping options will be displayed in your shopping cart, but generally include 1-day or 2-day shipping. If 1-day shipping is available for an order, delivery is expected within one business day of shipment and pickup by the carrier. If 2-day shipping is available for an order, delivery is expected within two business days of shipment and pickup by the carrier. We recommend reviewing the shipping rates shown in your shopping cart before placing your order.
Premium Delivery (Full Service)
If you choose the "White Glove" delivery service (full-service), your items will be delivered, placed in the room of your choice, and assembled if necessary. Packaging materials will be removed. The delivery team will not move or remove existing furniture or belongings. To prepare for delivery, we recommend reviewing our pre-delivery tips. We will contact you within two days of placing your order to schedule the delivery.
Rates for the premium delivery service ("White Glove Delivery") are set by the team responsible for delivering your order and may vary by location. We recommend checking the shipping rates displayed in your shopping cart before confirming your order. Note: Additional charges may apply for deliveries to floors other than the ground floor or for other special circumstances.
Please ensure an adult is present when the truck arrives. Someone over the age of 18 must be there to receive and sign for the delivery, confirming that you have received the items, inspected them, and verified they are in good condition. Delivery personnel will not carry furniture up more than three flights of stairs. You may be charged an additional fee if no one is at the delivery address when the delivery team arrives. If delivery does not take place within 14 days of the originally scheduled date, the order may be considered cancelled.
Home delivery
If you choose doorstep delivery, items will be delivered in their original packaging directly to the entrance of your home. For apartments or condominiums, items will be left outside your unit, in the building lobby, or at the property management office. Someone over the age of 18 must be present to receive and sign for the delivery, confirming that you have received the items, inspected them, and verified they are in good condition. This service does not include assembly, installation, or the removal of packaging materials. Delivery personnel will not carry furniture up more than three flights of stairs.
Please note that it is your responsibility to move the furniture from the delivery area into your home. You are also responsible for assembling and installing the furniture, as well as for unpacking it and removing all packaging materials. Furthermore, you are responsible for any damage that occurs while moving the furniture into your home or during assembly. Curbside delivery may not be available for all items or purchases.
Goods collection
The merchandise pickup option is available only at participating locations. If you select this option, your items will be available for pickup at one of our branches or warehouses. We can assist you in loading the items, but it is your responsibility to ensure they are loaded and secured correctly. If the items are not available at the time of purchase, we will notify you when they are ready for pickup. Upon pickup, you will be required to sign a document confirming that you have received the items, inspected them, and found them to be in good condition.
Change or cancellation
Order changes or cancellations. You may modify or cancel your order (with the exception of special orders, monogrammed or personalized items, or standard-shipping items that have already been dispatched) up to 48 hours before the scheduled delivery time. Any additional amount resulting from an order modification must be paid in full before delivery is scheduled. Refunds are issued using the payment method used at the time of purchase. Refunds for purchases made with cash or check will be issued via check. If you cancel your order less than 48 hours before the delivery date, we will process the cancellation but will charge the shipping costs to your credit card.
Online Purchase Return Policy
Items with standard shipping
If an item shipped via standard service arrives damaged, please contact Customer Service within three (3) business days. We accept returns of items shipped via standard service within 30 days of delivery (please note that return shipping fees may apply). To report delivery damage or initiate a return, call Customer Service at 866-436-3393. For items shipped via standard service where a manufacturing defect is discovered after the 30-day return period, please refer to the manufacturer's warranty, if applicable.
Premium (White Glove) delivery and doorstep delivery for items ordered online
Please inspect the items upon delivery. If you receive any damaged or defective items, we will work with you to repair, replace, or collect them, provided you contact Customer Service at the number listed in your order confirmation email within three (3) business days of delivery. Otherwise, ALL SALES ARE FINAL.
Return requirements
To receive the full refund amount described in this Return Policy, all items must: (1) be in new or unused condition and (2) be returned with all accessories and parts, and be securely packed in their complete original packaging (unless the packaging was removed as part of the "White Glove" delivery service).
We do not accept returns of final sale or clearance items, special orders, or monogrammed or personalized items, except for items delivered damaged or defective, provided we are notified within three (3) business days of delivery.
Mattresses and bases
Returns of mattresses or bases are governed by the manufacturer's warranty, if applicable. Please contact the phone number listed in your order confirmation email regarding inquiries about mattress or base returns.
Exchanges and refunds
Returned items are inspected immediately upon receipt. Exchanges, credits, or refunds for the purchase price of the returned items will be processed; taxes will be refunded in accordance with applicable state law. Except for refunds regarding damaged or defective merchandise, shipping, delivery, and handling charges are non-refundable, and fees for return shipping or product pickup may apply. Refunds are issued using the original payment method. Please allow 7 to 10 days after receipt of the returned items for the credit or refund to appear on your credit card statement.
In-store purchase return policy:
If you made your purchase at a store, please refer to the terms and conditions provided to you at that time (sometimes found on the back of the receipt). Stores—whether independently owned and operated or owned and operated by Ashley Global Retail, LLC or its affiliates—set their own return and exchange policies. Please contact the store where you made the purchase. You can find the store's phone number on your receipt or via our store locator.
