Why should I choose delivery?

• All deliveries made to our immediate trade area are shipped on AFD delivery trucks. All deliveries made outside our immediate trade area are done through an independent delivery service.
Our professional delivery service is one of the best values offered at AFD.

• All delivery items are opened, inspected and prepped deluxe before departing our Distribution Center; leaving no messy packing and cardboard to deal with.
• All delivered items are pre-assembled at our Distribution Center.
• Our trained professional delivery team will place your new furniture and complete assembly in your home.
• AFD is responsible for any delivery damages and will send a qualified technician to your home to correct manufacturing defects when reported within the first 3 business days of delivery.

What if I purchased a Special Order?

• Special orders take approximately 6-8 weeks. We are not responsible for manufacturer delays.
• Before making your selection, be sure your home’s hallway(s) will accommodate your new furniture.
• In order for us to ensure safe arrival of your one-of-a-kind item, your special order must be delivered by our specially trained delivery team.

How can I find out when my furniture will be received by AFD?

• Your salesperson can check with our Order Status Department for you.
• Contact the order status department. Order Status Department Hours Monday – Friday 9:00 am - 4:00 pm (factory hours) @ 985-871-0300. Tent sale, close-out and “as is” merchandise must be paid in full and scheduled for pick-up or delivery at time of sale.

How do I schedule my delivery?

• Call for a delivery coordinator Monday thru Friday 9:00 am to 5:00 pm at 985-871-0300.
• All balances must be paid in full before scheduling delivery.
• There are no timed deliveries. Deliveries are routed by geographical sequence using a state-of-the-art computer program and our trucks are loaded accordingly.
• You will be called the evening before your scheduled delivery date with a tentative four hour window. You must be home for your delivery window.
• Our drivers deliver between the hours of 7:00 am and 7:00 pm Tuesday thru Saturday.
• Your room must be cleared and ready for set-up.
• Furniture is not delivered on approval basis. There will be a restocking fee if furniture is refused on or after delivery.
• Please make the delivery coordinator aware if your delivery is going to be on the 2nd floor, or any other unusual situation. Any delivery requiring more than two people will incur an additional charge.

What if I need to cancel my delivery?

• Items are pulled, prepped, staged and routed 48 hours in advance of delivery. A scheduled delivery must be cancelled with the delivery coordinator 72 hours in advance of the scheduled delivery date or a cancellation fee will apply.
• Voicemail is not acceptable as a means of cancellation. The delivery coordinator will issue a cancellation number and re-schedule your delivery.
• We are not able to store your furniture. Items left in our warehouse beyond 30 days must be paid in full. Storage fees will accrue.

What if I have a warranty issue after delivery?

• When you purchase delivery, we’ll send our professionally trained service technician to your home. Damages/defects must be reported within 3 business days of delivery.
• Warranties do not cover our: close out, tent sale, warehouse sale and “as is” merchandise.
• Factory warranties may cover some items longer than one year. However, your labor warranty coverage is one year.
• Should you have any warranty questions or concerns, please see our “Furniture Care and Warranty” brochure.

Should I pick-up or have my furniture delivered?

• When AFD delivers, our trained professional drivers will deliver and setup your furniture.
• We require your room to be cleared.
• We are responsible for delivery damage and will send a qualified service technician to your home to correct any defects.
• Your furniture arrives safely and fully assembled.
• If you would like to add delivery to your sale, please call or see your salesperson.
• DANGER.  Please open all rear doors/gates before backing up to the loading dock. We are not responsible for damage.

What is the first step to picking up my furniture?

Call the pick-up department at 985-871-0300, and our coordinator will confirm your pick-up date and location. Pick-Up Hours: Tuesday thru Saturday 10am to 5pm. Pick-Up Department: 985-871-0300.

What do I need to have for a pick-up?

Bring blankets and tie downs. The customer is responsible for tying down their merchandise. We will help in loading your vehicle. Many items come unassembled from the factory. We do not assemble items that are picked up.
Once you leave our premises, we are NOT responsible for any damages. There is no in-house service warranty for merchandise that is picked up.

Be very careful removing packaging!

• Items can be damaged as a result of improper removal of packing materials. Do not slice into upholstery packing, as rips in the fabric could occur.
• Please retain assembly instructions and all necessary parts before discarding boxes. If you are missing parts, please contact our Service Department and they will order the appropriate part for you.

Can I try my selection and return it if I do not like it or it does not fit in my room?

• Merchandise returns are subject to a 25% restocking fee.
• Upholstery and bedding are not returnable, nor is special ordered merchandise.
• Rugs and accessories have a 3 business day return policy. After 3 business days, a store credit and/or refund will be issued after merchandise is inspected.

Special Order Merchandise

Special order merchandise is not available for pick-up. Delivery is required on all special orders.
Delivery Department: 985-871-0300.

Furniture Pick-up Guide

• Items covered by a one year factory warranty must be brought back to AFD in order to be serviced.
• Warranties do not cover our tent sale, close out, warehouse sale and/or “as is” merchandise.
• See our Delivery Brochure for our professional delivery service, features and benefits.
• If your boxed merchandise is damaged you have 3 business days to return the item.

How Do I Obtain Service?

• After Delivery: Please inspect your furniture. You have 3 business days following a delivery to report any delivery damage/defect or items needing adjustment. Please contact our Service department to arrange a service appointment.  Service hours are Monday though Friday 9:00 am through 4:00 pm @ 985-871-0300. Any call taken after 3 business days is subject to a $45.00/ per hour service fee.
• We do not service items moved from the original delivery address or items delivered to garages, pods or storage facilities.
• We are an authorized service center for all manufacturers we represent.
• Items sold as clearance, close-out or tent sale items are not covered under our one year labor or manufacturer warranty. Missing or broken parts will be ordered from the manufacturer. Parts can take 4 to 8 weeks to arrive, depending on factory availability.
• Individual manufacturer warranties will vary. In all warranty claims, the manufacturer is the final arbitrator determining repair/replacement. We reserve the right to restore or repair any items to original factory specifications. Accessory and some import vendors offer a 30 day limited warranty.
• If you have a manufacturer warranty issue during the first year following delivery, please contact our Service Department to arrange an appointment.

Where is the local trade area delivery zone?

To get pricing and days of delivery,
please view our local trade area delivery zone map?

Outside the local trade area

Is delivery available to customers outside the local trade area?

• Delivery outside the local trade area is available through a fully licensed and insured independent delivery company specializing in furniture freight delivery. Delivery charges will very depending on location, size of order (weight) and level of service you wish to receive (white glove or drop ship).
• You will need to provide any special delivery instructions prior to receiving a delivery quote.
• We strongly recommend paying for white glove service. All white glove service items are opened, inspected, and assembled at our Distribution Center prior to the delivery company picking them up. The delivery service will then blanket and shrink wrap all items before loading. This means no surprises for you at time of delivery.
• Upholstery and bedding are the only items that we would recommend shipping in the original carton with basic level delivery service.
• Individual manufacturer warranties will vary. In all warranty claims, the manufacturer is the final arbitrator determining repair/replacement. We reserve the right to restore or repair any items to original factory specifications. Accessory and some import vendors offer a 30 day limited warranty.

How do I schedule my delivery?

• Our delivery coordinators will contact you once all your furniture is received into our Distribution Center.  No orders outside the local trade are will be partially shipped.
• All balances must be paid in full before scheduling a delivery
• Once the order is paid in full we will contact the delivery service and make arrangements, at your convenience, for you to receive you order.
• We are not able to store your furniture. Once your order is complete and ready to ship final payment and delivery arrangements must be made. Any items held past 30 days are subject to a storage fee.
• If your home is not accessible to the carrier’s truck, your delivery will be made to the nearest accessible point and it will be your responsibility to provide a means of transportation from the truck to your home. Any additional fees that are incurred to complete your delivery will be the responsibility of the customer. Please note the size and dimensions of your items. AFD does not warrant that any particular item will fit into any particular area of your home. Therefore, cancellations cannot be accepted on this basis.

What if I receive a damaged item?

• It is important that all items are carefully and thoroughly inspected by you, immediately upon delivery. If at the time of delivery you notice damage or a defect, please note it on the carrier’s Bill of Lading with a detailed description. We will also request that you photograph the damages and e-mail the pictures to us at service@afd-furniture.com. If these issues are not reported immediately, we may not be able to assist you with the claim. Please note that the delivery service reserves the right to restore the item to original factory specifications. Repairs would be done using a separate in-home service company trained to do the majority of their work in your home.
• If the item must be replaced, then the shipping costs will be the responsibility of the delivery service.
It is the customer’s responsibility at the time of delivery to have the furniture returned to the American Factory Direct warehouse.

What If I have a warranty issue?

• Most vendors have a 1 year factory warranty. A 5 year extended warranty is available at an additional charge through Montage Furniture Protection, which supersedes all factory warranties.
• We warrant that all merchandise will be shipped in a condition which meets the standard set by the manufacturer
• All furniture is sold with the manufacturers warranty only. If you are dissatisfied with your purchase, AFD will report your dissatisfaction to the manufacturer. AFD will also do as instructed by the manufacturer to help resolve the problem.

Missing Items

• If a piece of furniture or a part to a piece of furniture is missing from your shipment, the furniture of the part will be shipped via UPS. If the furniture or the part is too large, the shipper will deliver it to your home ASAP.

Customer Pick Up

• If a customer chooses to pick up his or her furniture at American Factory Direct’s warehouse, all furniture needs to be inspected and signed for by the customer on our Bill Of Lading prior to loading on the customer’s vehicle. American Factory Direct will not be responsible for freight damages once the furniture leaves our warehouse.

Terms and Conditions of Sale

• American Factory Direct is not responsible for delays in delivery due to the fault of the delivering carrier or manufacturing delays. Deliveries shall be subject to and contingent upon strike, labor difficulties, riot, war, fire, delays, defaults of common carriers, failure, curtailment in the sellers usual source of supply governmental decrees, orders loss or damages arising there from. The seller shall have the additional right, in the event of the above events happening or contingencies, at its option, to cancel his contact or any [art there of without resulting liability. Any delivery not in dispute shall be paid for regardless of the other controversies relating to other delivered or undelivered merchandise. Delivery dates and times of goods purchased and sold under the contract are subject to change with out notice. American Factory Direct does not guarantee a delivery date of the goods sold hereunder and any delay in delivery shall not void this contract.