American Factory Direct Furniture & Mattress Outlet The Mattress Shoppe
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Return Policy

Returns & Cancellations

At American Factory Direct we want you to feel like every item you purchase from us is the perfect match for your home. If it is not the right piece, we'll help you get it right! If a return is necessary, your sales associate can help facilitate the return. Policies and procedures for obtaining a return vary based on the reason for return.

Damaged Products

Please be sure to inspect all merchandise when taking possession of a product. For delivered merchandise, please report any delivery damage at the time of delivery. If the damage is noted prior to our delivery team leaving your home, you have the right to refuse delivery. Any damage claim made after delivery must be submitted via our online claim form on the homepage of our website. You may be required to provide pictures of the damaged merchandise. AFD reserves the right to repair any damaged furniture. AFD will offer to send a technician to your home free of charge if you purchased the full service delivery option on the damaged merchandise. Items that are boxed to door or customer pickup, repairs must be scheduled to be repaired at our distribution center. AFD is not responsible for any damage resulting from merchandise that is picked up. You must inspect your merchandise for damage at the time of pick-up. If exchange is offered, you may elect to pay for delivery or exchange in your vehicle. For more information regarding damaged merchandise being returned please contact your closest store location.

Defective Products

Most merchandise includes a one year manufacturer warranty on parts and labor. If your product is defective at the time of possession, please contact your sales associate immediately. A service call or photos may be required.

The Product Does Not Meet Expectations

A restocking fee/cancellation charge of 25% of the sales price applies to all returned or canceled merchandise within 3 days to cover processing, handling, storage, and delivery expenses. The remaining balance due will be issued as a store credit. Upholstered furniture, bedding, and rugs may NOT be returned due to the absorbent nature of fabrics. Merchandise is not delivered on an approval basis. Delivery fees are non-refundable. Customers are responsible for new delivery fees if an item is being returned. Special Order merchandise is non-refundable and non-returnable for any reason.

Mattress Returns

We offer our customers a 30-90 Night Sleep Guarantee that starts on your delivery date or pick up date. A mattress protector MUST be purchased in order to qualify for the mattress sleep guarantee reselection policy. You are required to keep your mattress for a minimum of 30 days. This is industry standard to give you time to adjust to your beds expected comfort level. If after 30-90 days, you are not happy with the comfort you may reselect to a different mattress that is equal or a greater value. This one-time mattress guarantee applies to your original mattress purchase only; this does not include the foundation or adjustable base. Foundations, frames, adjustable bases, pillows, and mattress protectors are all non-returnable and are not part of a Mattress Sleep Guarantee Reselection Policy. All mattress reselections are subject to a $99.95 fee that covers handling, inspection and pick up of your original mattress and delivery of your new mattress. Special orders, floor models and closeouts do not qualify for the reselect policy. These mattresses are sold as is.

It is important for you to inspect your delivery carefully. If damage is noted, do not assemble the product. Instead, notify us immediately (within 1 day of delivery). If the item is assembled, it may result in the denial of a replacement piece.

All items returned must be in new condition, unused, unassembled, unmodified and in the original packaging material. Items returned under this policy are eligible for a store credit. (Please note: Made-to-order, personalized or custom-made items are not eligible for a refund.) The full purchase price minus our actual shipping and handling costs will be refunded as a store credit. It is your responsibility to pay for the shipping cost to return the item to us.

Many of our products have small shipping rates. Please take note that if you return one of these products, our actual outbound shipping costs will be deducted from your refund.

If your order has shipped, it cannot be canceled. If you refuse an order, it will then fall under our standard return policy where round trip shipping costs and applicable fees will be deducted from your refund if applicable.

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AFD Furniture Disclosures

Thank you for choosing American Factory Direct Furniture for your home furnishing needs.

MERCHANDISE RETURN | CANCELLATION POLICY (Excludes Special Orders)

A restocking/cancellation charge of 25% of the sales price applies to all returned or canceled merchandise to cover processing, handling, storage, and delivery expenses. The remaining balance due will be issued as a store credit. Note: Upholstered furniture, bedding, and rugs may NOT be returned due to the absorbent nature of fabrics. Merchandise is not delivered on an approval basis.

MERCHANDISE STORAGE

AFD will only hold merchandise in our warehouse for 30 days. Merchandise held longer than 30 days is subject to unreservation and/or a $25 per week storage fee. Any orders canceled after being held for more than 30 days are subject to a 10% per month cancellation fee.

DELIVERED MERCHANDISE

Please report any delivery damage at the time of delivery. Any damage claims made after delivery must be submitted via our online claim form available on the homepage of our website. Claims reported online are subject to the current $ per hour service assessment. Our professional service technicians handle most in-home repairs and corrections. AFD reserves the right to repair any damaged furniture. Our delivery trucks are under 26,000 Gross Vehicle Weight and require 13’6” of clearance and driveway access. AFD is not liable for driveway damage. Furniture and/or accessories that require mounting to walls are the customer’s responsibility. If a delivery is canceled, another delivery fee will apply.

WARRANTY INFORMATION

Most store items come with a 12-month factory warranty on parts and labor provided by the manufacturer. AFD does not provide additional warranties. Manufacturer warranties do not cover normal wear and tear, delivery damages, transportation charges, or property damage. Warranty claims require property damage to be noted at the time of delivery. Missed service calls will incur a re-set fee. A 5-year protection plan is available on most items through Extended Forgiveness Furniture Services. In-home delivery damages must be reported within 10 days. For warranty claims, call 888-612-8909.

CUSTOMER PICK-UPS

AFD is not responsible for any damage resulting from merchandise picked up by customers. Customers must inspect their merchandise for damage at the time of pick-up. There are NO in-home service calls for picked-up merchandise. If an item is covered by a factory warranty, the customer must bring it to the Distribution Center for warranty work. No delivery is available on floor models.

SPECIAL ORDER MERCHANDISE

Custom order merchandise (not stocked in-store) is non-refundable and non-returnable for any reason. Special orders take a minimum of three months to ship from the factory. Once shipped, they are non-cancelable. Some overseas shipments require an additional three months. Measure your home’s doorways and hallways before ordering. Special orders require 50% down before ordering. Factory warranty covers special orders if provided by the manufacturer.

CLEARANCE & CLOSEOUT MERCHANDISE

Final Sale: Tent sale items, closeout merchandise, and floor models are sold AS IS and may NOT be returned. Clearance items have NO WARRANTY. Items must be picked up or scheduled for delivery within 7 days.

CHECK POLICY

By paying with a check, you authorize AFD to use the information for a one-time electronic fund transfer or to process it as a check transaction. Refunds by check take 14-21 days to process. All sales paid by check are held for 7 days before final clearance. For inquiries, please call (985) 871-0300.

DISPUTE RESOLUTION

By signing this agreement, all claims or disputes related to non-payment of merchandise or other disputes must undergo non-binding mediation. If unresolved, disputes proceed to binding arbitration. Mediation/Arbitration is conducted by Mediation Arbitration Professional Services, Inc. (MAPS) in Mandeville, Louisiana, or another agreed location. The prevailing party in arbitration shall recover all costs and attorney’s fees.

TEXT MESSAGES & EMAILS

By providing your phone number, you agree to receive text and email communications from AFD, including promotional messages. Message frequency varies. Standard message and data rates may apply. You may unsubscribe at any time by replying "STOP" or clicking the unsubscribe link in our messages.