Customer Service

FAQ

Do you offer a warranty?
Will my item look exactly like the picture?
Will the furniture require assembly?
Is it safe to order online?
Can I order by phone?
How can I pay for my order?
Do you charge sales tax?
When will my items be shipped?
How much is shipping?
What about international delivery?
How does the 30-Day Lowest Price Guarantee work?
What is the cancellation policy?
What if my item arrives damaged?
What is your returns policy?

Do you offer a warranty?	Top
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. However, we strongly recommend adding eRoomService 5 Year Extended Warranty for a small fee to protect your investment. Our 5 Year Extended Warranty covers everything from liquid damage to chips and dents while lasting 5 years from the date the furniture is delivered to your home. 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.

Will my item look exactly like the picture?	Top
eRoomService makes every effort to provide high quality images, and measurements to assist you in selecting your furniture. However, images may vary in color depending on your monitor color settings. Sometimes measurements are rounded off, and occasionally they will vary slightly from the description. If precise dimensions or colors are critical to your order we suggest contacting us by phone or e-mail in order to further assist you. Please note: We are not responsible for color variations or measurements that slightly off (three inches or less). All Returns will be subject to our return policies & fees.

Will the furniture require assembly?	Top
Most items require some assembly unless the product specifically states fully assembled. All parts including tools, screws, nuts and bolts are packed securely in small bags and boxed with easy to follow instructions. Typical tools that you may need include a hammer, an adjustable wrench and screwdrivers. Please email us if you want to check on specific items.

Is it safe to order online?	Top
Your order can be completed online by simply clicking the "Add to cart" button next to the item you wish to order. The secure server will protect and scramble all of your shipping and credit card numbers with Industry-Standard SSL encryption technology. If you feel more comfortable you may phone or fax your order. However, placing your order online is extremely safe and secure. Your privacy and security is our number one priority. See our Privacy Statement for more details.

Can I order by phone?	Top
Our customer care representatives are available Monday-Friday, 10:00AM-10:00PM EST and Saturday-Sunday: 11:00AM-8:00PM EST to assist you. Please call us at 1-888-450-ROOM (7666) to place your order over the phone.

How can I pay for my order?	Top
eRoomService accepts Discover, Visa, MasterCard and American Express. Please contact us at 1-888-450-ROOM (7666) to pay with check or money order.

Do you charge sales tax?	Top
There is no sales tax collected on any order shipped outside of Pennsylvania. eRoomService will collect the appropriate sales tax for orders shipped within the state of Pennsylvania. This will be added to your final total when placing your order. Tax Exempt Organizations should fax resale certificates to after placing your order.

When will my items be shipped?	Top
All orders are shipped via ground carriers. Items usually ship within 1 week, unless otherwise noted on the product detail page. Deliveries can take an additional 1-3 weeks after the shipping date, depending on location. Once your order has shipped, we will email you tracking number and contact information of the delivery carrier for follow up. You can check the status of your delivery timeframe online through the carrier's web site or by telephone. Our carriers will contact you a day or two prior to arrival to set up a delivery timeframe with you.

How much is shipping?	Top
eRoomService offers different types of shipping options. Shipping charges will vary based on items orderes and shipping method used. Shipping charges are always stated either in product details page or during the checkout process.

CURB SIDE DELIVERY
At eRoomService we offer "Curb Side Delivery." This delivery service is generally to your curb. You will be responsible for carrying the product from the back of the truck into your home. If you are ordering a very large item, please keep in mind that you may need a couple of people to help unload it. Alternatively, most truck freight companies offer additional services to help you move items from the truck into your house. Once we email you the tracking information you can contact the shipper directly to inquire about additional services. You would be responsible for directly paying the truck freight carrier for any additional services.

Please note: set up of new furniture and removal of debris or old furniture is not included.

PREMIUM WHITE GLOVE DELIVERY
At eRoomService we offer "Premium White Glove Delivery." 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: 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.

Currently eRoomService does not offer expedited shipping.

IMPORTANT: DELIVERY ACCEPTANCE INSTRUCTIONS
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 1-888-450-ROOM (7666). 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.

What about international delivery?	Top
We currently ship to the lower 48 states in United States and all of Canada. We are not responsible for customs or duty fees for all international customers. It is the buyers responsibility to pay any and all taxes to border and export agents. Please contact us directly for more information.

How does the 30-Day Lowest Price Guarantee work?	Top
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, we will do our best to beat it. Just complete the form next to an item 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. (* 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, 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)
What is the cancellation policy?	Top
Orders may be canceled anytime before they have shipped. Once an order has been shipped, it is subject to our return policy. Exceptions are specials orders, orders that have shipped, or will be shipping within 48 hours of your cancellation request. Special orders are where products will be made in a non-stock color, option, or model specifically for the customer, therefore cannot be easily re-sold. Special orders can only be canceled within 3 days of the purchase and are nonrefundable. A cancellation number will always be assigned upon cancellation. You will need to provide this cancellation number in the event of any discrepancy. Orders without a valid cancellation number will be subject to our full return policy if the order was refused.

What if my item arrives damaged?	Top
Our staff is full trained to offer any assistance to help you. Our excellent packaging and shipping experience reduces the chances of damage. However, in the event of damage please save all original packaging and notify us and the shipping company immediately. Damages to items shipped must be noted on the delivery receipt and reported to us immediately. If there are partial damages or shortages, accept the good items and list damages/shortages on the delivery receipt. If the product is refused and damage is noted on the delivery receipt; we will send free replacement parts to correct the problem, or issue a pickup to replace the product at our discretion. If a replacement is declined and you would rather cancel your order you may choose from the following. Upon receipt of return we will issue a refund, store credit, or exchange at your request. All refunds, exchanges, or store credits are less a 15% restocking fee and actual round trip shipping charges. We are not responsible for any damages not reported at time of delivery.

IMPORTANT: DELIVERY ACCEPTANCE INSTRUCTIONS
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 1-888-450-ROOM (7666). 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 contents and note any visible damage on the freight bill. If there is damage to the item, note it on the freight bill, reject only the damaged piece, and keep the rest.

What is your return policy?	Top
Customer satisfaction is our top priority. If you are unsatisfied for any reason with your purchase, you can return or exchange it within 30 days of delivery. Returned items must be new and in unused condition. A few of our vendors may be excluded from our return policy. Any exceptions are noted on the page of the item. Special orders where custom fabrics or colors are selected are non-refundable. Mattresses, bedding and linens are also non-refundable and cannot be exchanged. All floor model sales are final and non refundable. To return items for an exchange or refund please contact us via email at sales@eroomservice.com or phone at 1-888-450-ROOM (7666). All returns are subject to round trip shipping charges. If your item was shipped "Free Shipping," we will charge our "actual" outbound shipping charges. All returns for any reason are subject to a 15% restocking fee. The restocking fee is only waived if there is an exchange for an item of equal value or greater, or a store credit. Round trip shipping charges will still apply. Returns are only accepted in their original boxes, and should be unassembled. Once an item has been assembled it is no longer returnable. Special order products such as items where fabrics can be selected are non refundable. All floor model sales are final and non refundable.

Customer Service | eRoomService

Customer Service