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Frequently Asked Questions
 
Shopping with Us Online

Thank you for shopping at Furniture Liquidators. We appreciate your business! We strive to sell only top quality merchandise. After your purchase, should a problem arise, we will repair or replace it, at the company’s option, as soon as possible. Our goal is 100% customer satisfaction.
 
Note: Please be sure you have entered your zip or postal code above to see the most relevant and specific answers to your questions. 
 
Why do you need my zip code?

 
We won’t sell you furniture until we’re sure we can service your area to ensure smooth delivery of your order. We use your zip code to:
• Let you know immediately if we can service your area
• Tailor our selection to make sure you see only items that can be delivered to you
• Help you find a local showroom in case you want to see an item in person.
• Show you estimated delivery dates without having to checkout.
 
Can I see your furniture in a store?
 
To see our products in a store, enter your zip code and we’ll direct you to the closest store to your area. 
 
How do I know that the color I see on screen is accurate?
 
Every computer monitor displays colors slightly differently. To ensure you’re seeing the color of our products as they truly are, take the Skittles test. If the colors of the candies you see on screen don’t look the same as they do in real life, try adjusting your monitor’s brightness and contrast. Or refer to your computer user manual for instructions on how to adjust color settings.
 
Do you offer Special Order Furniture?
 
Currently, we can't offer Special Order Furniture online but you can always visit one of our stores for assistance from any of our Home Furnishing Consultants in placing your Special Order.
 
Pricing and Payments
 
Do you have Layaway?
 
Unfortunately we don't offer a traditional layaway program for online transactions. However, by visiting one of our stores, there is a way for you lock into an amazing sale price paying for your furniture making monthly payments. Once you have paid in full, you can make arrangements to pick up your furniture or schedule for delivery.
 
For in store purchases: If you have elected to purchase under our free layaway program, the payment terms are printed on your invoice. You are expected to make the payments as agreed and to give us a 30-day notice prior to taking receipt of your merchandise. We cannot guarantee manufacturer availability of all merchandise for an extended period of time. Therefore, if you make your payments as agreed and we find that we cannot make your selection available within 30 days of your notification, we will allow you to reselect merchandise in the same price range with a 5 percent discount. We do not make refunds of layaway deposits or payments.
 
Are the prices in my Shopping Cart guaranteed?
 
We make every attempt to maintain the lowest prices on the items we offer, but price changes do occur, sometimes overnight. As a result, prices on items stored in your Shopping Cart are subject to change until you have actually placed your order and it has been processed.
 
Please note, we reserve the right not to accept your order in the case of a pricing error or other technical issue. In the rare instance that your order is not accepted, you will be notified immediately and your card will not be charged.
 
What types of payments do you accept?
 
For online transactions we accept Visa, MasterCard, AMEX and Discover.
 
Please note we cannot accept credit cards issued outside the United States and Canada for online orders at this time because we are not able to validate them.
 
Do you accept COD orders?
 
We cannot accept COD orders. All orders must be paid in full once submitted online. 
 
Registration and Privacy 
 
How do I become a Preferred Customer?
 
All you have to do is register and create your online Account. The process takes only a moment, then press Submit and you’re done! The benefits are substantial: 
 
• Save your online shopping cart and retrieve it from any device
• Track your order online
• Receive notice of sale events and exclusive offers
 
How do I change my personal information? 
 
Login to your Account to change your physical address, e-mail address, phone number, password or payment options.
 
Please note changes made to "My Account" will not update information in your order. To change any information in your order please contact customer service:
(502) 367-0566 Ext 32 or email orders@furnitureliquidators.com.
 
Do you share my information with anyone?
 
We will not share your personal information with anyone, except as is required to fulfill your order. Click here to see our privacy policy.
 
Finding Help 
 
What if I have questions about a product? 
 
You can find detailed information in any product detail page but if additional questions arise you may contact one of our Home Furnishing Consultants at any of our stores.
 
What if I have questions about my order?
 
Our local service representatives are available to help with your order: 
(502)367-0566 Ext 32 or email orders@furnitureliquidators.com.  Don't forget, an easy-to-access order status is always available online.
 
Terms and Conditions
 
Buying from Us
 
We are only able to deliver furniture within a store's local delivery area and are unable to ship merchandise by alternate methods. If you live within a store's delivery area, you can place an online order to be delivered to your residence. If delivery is not available to your area, you can always schedule to pick up your furniture at a local store or at our central warehouse.
 
Standard Forms of Payment for "ONLINE" transactions
 
All online orders must be paid in full at the time of purchase.
 
The standard forms of payment for online orders are Visa, MasterCard, American Express and Discover.
 
Pricing and Other Errors
 
Prices shown for items on this website's product pages and in your shopping cart are for merchandise only. An estimate of the total cost of your order is available in your shopping cart, including any applicable tax, delivery or other fees. The final cost will be available for your review prior you complete your order.
 
While we strive for accuracy in the pricing displayed on this website and the other product information we provide, errors can occur.
 
In cases where such errors do occur, we expressly reserve the right not to honor pricing errors on this website when accepting an order online. In the case where an order placed online contains a pricing error, you will be contacted and the order will be cancelled. Any payments that have been authorized for that order will immediately be reversed. Should you discover an error once your order is delivered, contact customer service immediately (502) 367-0566 Ext 32 or email orders@furnitureliquidators.com.
 
Product Information and Assembly Instructions
 
If you need more information than what is provided in the Product Description, a Home Furnishings Consultant at your local store will be happy to answer all of your questions.
 
Cancellations, Refunds and Returns
 
Should you wish to cancel your order, please refer to the following policies:
 
Refunds "prior" to delivery or pick up
You may cancel your order and ask for a full refund prior delivery or pick up (except for Special Order furniture). A full refund will be issued to the original method of payment. Refunds will be issued only if the sale is cancelled within 48 hours of scheduled delivery or prior to merchandise pick up otherwise shipping and handling fees may apply.
 
To cancel your order, simply call a service representative (502) 367-0566 Ext 32, or, if you prefer, e-mail us at orders@furnitureliquidators.com.
 
Special order sales are non-cancelable and non-refundable. If for some reason the special order does not meet your satisfaction, you will be allowed a one-time reselection. All but a 20% restocking fee will be credited towards the reselection. Should the reselection be a special order, the same terms and conditions will apply pertaining to deposits, cancellations and restocking fees as the original special order.
 
Refunds "after" delivery or pick up
 
Once your merchandise has been picked up or delivered in prime condition it is not returnable or exchangeable. If you should encounter upon delivery any dissatisfaction or problems with your merchandise please contact our Delivery Hotline 1-800-896-8786  or local number (502)368-1266 Ext 22. 
 
  • After your receipt of merchandise, if you are dissatisfied for any reason, please contact our Customer Service Department 1-800-896-8786 for assistance. 
     
  • Refunds may only be made if merchandise is in "as-new" condition. "AS-IS" and "One Only" items are not refundable or exchangeable. (The term “AS IS” means you have purchased the item or items with no return, exchange, refund, or service privileges. We have discounted the appropriate amount to reflect the “AS IS” status.) Mattresses and Box Springs must have law tags attached, be in their original, sealed factory wrapping, and be in sanitary condition, clean and free of tears, burns and stains of any kind to be eligible for return, except where prohibited by law. 
     
  • Refunds will be in the same form as that of the original payment and issued only to the individual(s) listed on the invoice, except for cash. If your original payment was a cash payment and your refund exceeds $250, a refund check will be issued by our Corporate Office and mailed to you within 10 days. 

     
Pick up and Home Delivery Services
 
Furniture Liquidators offers the quickest delivery service available. By having your furniture delivered you can be assured that, if you encounter a problem with it during the warranty period, your furniture will be serviced in your home.
 
Deliveries are routed geographically, so specific delivery times cannot be reserved. You will be called the morning of your delivery with a (3) hour delivery window time. However, there is always the possibility of an unforeseen situation that may cause delivery to arrive earlier or later than expected.
 
Please be at home on your delivery day. If you cannot be at home, or have someone else there to accept delivery, please call us two days ahead of scheduled delivery date to reschedule.  Due to transportation costs, a redelivery fee will be assessed if you are not home on the day of your scheduled delivery. Prior to the delivery personnel arriving, the room must be prepared for easy access. Due to insurance restrictions delivery drivers are not authorized to move furniture other than that, which is being delivered. If you have pre-arranged to have old bedding removed, the delivery team will be happy to do so, as long as your old mattress is in sanitary condition. Certain items are sold “customer assembly” whether picked up or delivered.
 
All in stock merchandise, other than gallery or advertised, is available for immediate delivery. Regarding merchandise on order, we have found over the years that many manufactures are unable to meet their projected shipping dates. Shortages of certain raw materials are not unusual in the furniture industry. For this reason we are unable to guarantee shipping dates. We will be happy to pass along shipping information as it becomes available from the manufacturer.   
 
Each store's pickup services are unique to their local area. Please contact your local store to find out what services are available.
 
Currently, we are only able to deliver furniture within a store's local delivery area and are unable to ship merchandise by alternate methods. 
 
Delivery Service
 
Our delivery service includes the following:
 
  • Delivery of products.
     
  • Assembly of your furniture (except on "Ready to Assemble" merchandise)
     
  • For a period of one year, in-home service for repair or replacement of defective items.
     
 
To ensure smooth delivery of your furniture, please review the following delivery policies:
 
  • All online orders must be paid in full at the time of purchase.
     
  • The day of your scheduled delivery date, our service store will contact you by phone to confirm an estimated three (3) hour time window for your delivery. Unfortunately, we cannot take requests for timed stops.
     
  • If you must reschedule your delivery date, please notify your service store immediately or email us at orders@furnitureliquidators.com.
     
  • In preparation for your merchandise delivery, doorways should be measured to ensure clearance and rooms cleared so there is an unobstructed path between the point of entry to your home and the room where your new merchandise will be placed.
     
  • Due to liability issues, we cannot hoist merchandise, set up lamps, hang pictures or mirrors on walls, make electrical connections or move existing furniture, electronics, televisions, etc.
     
  • We cannot deliver to anyone under age 18.
     
  • If, during delivery, your merchandise or property has been damaged, you must notify our customer service personnel immediately at 1-800-896-8786 or local number (502)368-1266 Ext 22..
Merchandise Pick Up
 
You can pick up your furniture at our central warehouse, located in the Louisville Industrial Center, at no charge Monday through Saturday; hours are 10:00 am to 4:30 pm.  You must present your emailed receipt/pickup ticket at the warehouse before merchandise will be released. Please bring adequate packing materials and rope as Furniture Liquidators does not provide it. Pick-ups can also be made at most of our store locations.
 
To ensure smooth pick-up of your furniture, please review the following pick-up policies:
 
  • You will be notified what day your purchase will be ready for pickup. If an item is unavailable for the scheduled day, you will be notified in advance.
     
  • Online orders must be paid in full at the time of purchase.
     
  • On the scheduled day, please proceed to the pickup/loading area with your receipt/pick up ticket.
     
  • Please be sure that the size of your vehicle will accommodate the size of the furniture to be picked up. It is your responsibility to properly secure and tie down merchandise to your vehicle.
     
  • Associates may assist in loading customer merchandise but we reserve the right to refuse assistance where it may result in injuries or property damage.
  • We will not be responsible for any damage or loss caused to customer merchandise and/or any vehicles during the loading or transportation of the customer's merchandise.
     
  • Be sure to inspect your purchase for any visible signs of defect prior to departing the store. Once picked up, if you discover damages to your merchandise, you must notify customer service immediately at 1-800-896-8786 or local number (502)368-1266 Ext 22.   
     
  • Our Stores do not have the ability to hold merchandise past the scheduled date of pickup. If you are unable to pick up your merchandise on your scheduled day, notify the store immediately.
Reporting Damages/Defects
 
Although we deal with only top quality manufactures, nothing is perfect. It may be possible to find manufacturing imperfections. This is why we maintain a factory trained Service Department. Nicks and scratches or other imperfections must be reported within 24 hours of delivery. Report all manufacturing issues to customer service at 1-800-896-8786 or local number (502)368-1266 Ext 22.
 
Delivered Items
If, during delivery, your merchandise or property has been damaged, you must notify customer service immediately at 1-800-896-8786 or local number (502)368-1266 Ext 22.
 
Pick Up Items
 
If you discover damages to your merchandise, you must notify customer service immediately at 1-800-896-8786 or local number (502)368-1266 Ext 22. 
 
Warranty Programs and Repair Service
 
To ensure you are satisfied with your purchase, we offer the following Guarantees and Warranties.
 
One (1) Year Warranty
 
Upholstered furniture is covered by a limited warranty under conditions of normal use for a period of (1) year from date of delivery. Repairs of defects in workmanship and/or materials will be made without charge during the warranty period.  Replacement or repair will be made at the stores option. There is no warranty on fabric unless specified by the manufacturer.  Any such guarantees would be outlined in the special instructions portion of your invoice.
 
Case furniture which includes wood, metal or glass is covered by a limited warranty under conditions of normal use for (1) year from date of delivery. Repairs of defects in workmanship and/or materials will be made without charge to the purchaser during the warranty period. Repairs or replacements will be made at the company option.
 
In the event that the merchandise is moved out of our area, that is, more than 40 miles away from any one of our stores, unfortunately we will be unable to guarantee service on a warranty.
 
Should you have a question about your purchase or warranty on any items purchased please contact customer service at 1-800-896-8786 or local number (502)368-1266 Ext 22.
 
  • Under conditions of normal usage we will conduct repairs on any defect in workmanship without any charge to the original purchaser for a one year period from the date of possession of the original purchase. 
     
  • We will not perform work or repair any furniture which may cause a hazard to our employees or our property. 
     
  • Warranty coverage does not apply to furniture that has been heavily soiled, stained, intentionally misused, altered, improperly cleaned, infested, damaged in transit, or otherwise damaged in a way that is not the result of defect in the workmanship of the product. 
     
  • If the item cannot be repaired to factory specifications, the item will be replaced with the same or comparable merchandise. If the same item is not available, we will issue an IN-STORE CREDIT towards new merchandise.
     
  • "AS-IS" items carry no warranty and the sale is final (except where prohibited by law). 
     
  • For warranty claims on mattresses, box springs, or additional protection or warranty programs, refer to that warranty for service information. 
Guarantee of Materials
 
  • Since manufacturers of upholstered fabrics do not guarantee their merchandise from shrinkage, color fastness, or quality wearing, we are unable to consider adjustments, claims or credits for fabric merchandise. 
     
  • To ensure the longevity of your fabric, leather and wood products, optional protection is recommended. Please refer to the Fabric, Leather and Furniture Protection Programs for additional information
Fabric, Leather and Case Goods Protection Programs
 
Additional Guardian Fabric, Leather and Furniture Protection Program Warranties may be purchased for merchandise.  These additional warranties protect your furniture’s upholstery, leather or hard surfaces from accidental stains, rips, burns tears, dents, gouges, damages etc.   
 
If you have already purchased the Guardian Five (5) Year Fabric Protector Warranty, Five (5) Year Leather Protector Warranty, or Five (5) Year Wood /Hard Surface Warranty and need assistance, please contact Guardian Customer Service at      1-800-527-8485. 
 
Please take a moment to read your warranty paperwork for specific information on Guardian coverage, exclusions, and how to obtain service. Your warranty certificate was emailed to you from Guardian after purchase. You must retain your warranty certificate for proof of coverage. You can complete the following by contacting Guardian Customer Service by phone 1-800-527-8485 or visiting www.guardianproduct.net.
 
  • File a new claim
     
  • Check claim status
     
  • Obtain general cleaning instructions
Mattress Warranty Programs
 
Your warranty is specific to the brand of mattress and/or box spring you have purchased. Please refer to the warranty card that came with your merchandise at the time of pickup or delivery. 
 
Guardian offers a (10) year full replacement warranty on Guardian Mattress protectors and new mattresses (when purchased together) for stains caused by food or drink normally consumed by humans or human or pet bodily fluids. For specific details or to file a Guardian Mattress claim please contact Guardian Customer Service by phone 1-800-527-8485 or visit www.guardianproduct.net.
 
Commercial Sales
 
The use of a product other than for household purposes voids all warranties.
 
We Respect Your Privacy 
 
We believe you're entitled to decide what information you share with us and how it is used, so we answer your questions about privacy up front!
 
The information gathered on this site, is never shared with anyone, except in connection with your order. Credit card or check information is only shared with financial institutions that process your payment. Shipping information is shared with shippers that fulfill your order. Information on financing applications goes directly to the financial institution that handles the financing; we never see your application information, only your approval code, name and address. Technically, this shared information does pass out of our direct control, but we make clear to financial companies and manufacturers/shippers we work with that we expect your information to be handled appropriately. 
 
We do not sell, rent, share, trade or give away any of the information you provide to us except to the financial institutions processing your payment or you're financing application and the shippers that produce and/or deliver your order. No third party will solicit you as a result of information within our control.
 
It is true that the information you provide is subject to disclosure pursuant to judicial or other government subpoenas, warrants, or orders. Other than these fairly extreme cases, your personal information will be shared with no one.
 
As a registered user, you may occasionally receive emails from us, including:
  • Newsletters. 
     
  • Special Offers. 
     
  • When you place an order with us online, you will also receive email updates regarding the status of your order. These emails, which are critical to fulfilling your order, will not be affected by updating your email preferences. 
Should you no longer wish to receive these emails, you may "opt out" at any time by logging in to your Account and clicking "Update your email preferences." Alternatively, you may mail your request to Attention: Privacy/T.Myers 8804 National Turnpike Fairdale, KY 40118 or email us at orders@furnitureliquidators.com SUBJECT:PRIVACY.
 
Secure Shopping
 
We make certain that we never share the information you've shared with us. We also make sure that your information is protected as you send it to us. 
 
Our secure server software (SSL) is among the best technology available today. It encrypts (scrambles in code) all personal data you share with us, including your credit card and telephone numbers, name and address. We are so confident in our systems that we ensure 100% safety in the transactions you make with us.* 
 
*In the rare event that unauthorized charges are made to your credit card during a transaction with us, you will not be held responsible in any way. Under federal law, your bank cannot hold you liable for more than $50 of fraudulent charges. If your bank does hold you liable for any of this $50, furnitureliquidators.com will cover the entire liability for you, up to the full $50. We will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own, on purchases made at furnitureliquidators.com while using the secure server. In the event of unauthorized use of your credit card, in order to qualify for the furnitureliquidators.com security guarantee, you must undertake any steps required by federal law and your credit card agreement, including any provision requiring you to notify your credit card provider in accordance with its reporting rules and procedures. If you have any questions regarding federal laws, contact your state's attorney general or the United States Department of the Treasury.