FAQ - Frequently Asked Questions

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Our Company

Who is ShopFactoryDirect?

ShopFactoryDirect is a fully authorized dealer for leading manufacturers across North America. We offer a much larger selection of products than you can find in any store, with free shipping on every item, every day, to 48 States. Our factory direct pricing offers tremendous savings on quality products for in and around your home. There are no membership fees or hidden costs. You can quickly and easily place your order online using our secure shopping cart or call our toll free number 800-269-2216. Our goal is to provide you with the best online shopping experience possible. Interactive tools on our website are designed to help you find the items that are best suited to your individual needs.

Why should I buy from ShopFactoryDirect?

  • Shop at home convenience on thousands of items 24 hours a day, seven days a week and 365 days a year.
  • A great selection of quality merchandise ranging from home furnishings and decor to bathroom fixtures and recreational products.
  • Low, factory direct pricing with no membership fees and fast, FREE SHIPPING on every item, every day to 48 States.
  • Friendly and knowledgeable Customer Care Specialists available to help with any issues or concerns which may arise.
  • ShopFactoryDirect is fully accredited with the Better Business Bureau so you can have complete confidence in our commitment to your total satisfaction.

Is there a store or showroom where I can see and touch the items?

We do not maintain any costly retail store fronts or showrooms. All of the products on our website ship directly from the manufacturer's distribution center to your home. This highly efficient business model allows us to offer a much larger selection and lower prices than you will find in retail stores. We provide you with high quality images, detailed product descriptions as well as a knowledgeable staff to assist you with selecting the products that are perfect for you.

Is there a printed catalog available?

In order to keep our prices as low as possible, we do not produce a printed version of our online catalog. We add new items to our site very frequently making a printed version nearly impossible to keep current. Our web site has been developed to make it easy to view, search, and purchase great home furnishings online, from the comfort and convenience of your own home.

Where is ShopFactoryDirect located?

The address of our corporate office is: 931 S Semoran Blvd. Suite 200 Winter Park, FL 32792. The items sold on our site ship from multiple distribution centers located in several different cities and States throughout the United States.

How do I contact ShopFactoryDirect if I have a question?

If you have questions about your order or any of our products, you can contact us either at our toll free number 1-800-269-2216 or by emailing us at ask@shopfactorydirect.com . We are very committed to customer satisfaction and will provide excellent assistance and customer care any way we can. Our business hours are Mon-Fri 10:00 AM – 7:00 PM EST.

How long has ShopFactoryDirect been in business?

After operating as a sole proprietorship since 2005, ShopFactoryDirect was officially incorporated in the State of Florida in September of 2007. Since then, we have helped thousands of customers with furnishing their homes.

Is ShopFactoryDirect accredited with the Better Business Bureau?

ShopFactoryDirect is fully accredited and in good standing with the better business bureau with an A+ rating. We pride ourselves in treating all our customers with fairness and respect.
Privacy & Security

Do you share my information with anyone?

Your information is safe with us. We will never share any personal information with anyone except as is required to fulfill your order. Click here to view our privacy policy:
http://shopfactorydirect.com/privacypolicy.html

Is ordering online safe?

At ShopFactoryDirect.com, our customers are our number one priority. That's why we go to such great lengths to guarantee the security of all credit card transactions. We use the best technology available to encrypt (scramble in code) all personal data you share with us, including your credit card, telephone numbers, name and address.

What do you do with my email address and telephone number?

This information remains private in our secure system and is only used for purposes of fulfilling your order. The email address is used to send you the order confirmation and keep you updated on the status of your shipment. Your telephone number is required for the delivery services to schedule a delivery appointment for your order.

How do I know my personal and credit card information is secure?

You can feel safe shopping with ShopFactoryDirect. We use industry standard Secure Socket Layer software (SSL) to encrypt your personal and credit card information during the order checkout process.
Product Questions

Do you have a showroom where I can see and touch the merchandise before I make the purchase?

All items offered on our website ship directly from the manufacturer's distribution centers to your home. This greatly reduces our costs and enables us to sell a vast selection of products at much lower prices than you will find in any showroom. This business model also allows us the ability to offer much larger selections than you can find in local stores. You also get to take advantage of shop at home convenience and FREE SHIPPING to 48 States. Our knowledgeable staff is here to assist you by answering any questions you may have regarding the quality of materials, craftsmanship, packaging, handling and delivery. We are here to help you find the products that will best fit your individual sense of style, size requirements and budget.

How can I tell the quality of the item by looking at a picture?

We understand that selecting furniture for your home can be a challenging endeavor, that is why we offer many ways of making shopping for items on ShopFactoryDirect easy. For instance, whenever possible, we provide as many detailed product images as possible. The ability to view up close, or multiple angles helps give you to get a better understanding of the overall construction. We also provide detailed product descriptions which describe the method of construction, materials used in the manufacturing process, item dimensions as well as any other pertinent information. In addition, we also have knowledgeable furniture professionals available to assist you in determining the overall quality of materials and craftsmanship of a particular item or collection. You can reach us by calling 1-800-269-2216 or by email: ask@shopfactorydirect.com

Will the furniture delivered look exactly like what I see on my computer?

Every effort is made to provide high quality, accurate images to assist you in selecting your furniture. However, digital images may vary slightly in color from the physical item depending on a number of factors including but not limited to individual computer monitor settings, photographic processing, lighting and natural variations. For this reason, ShopFactoryDirect cannot be held responsible for slight color variations. Please keep in mind that the item you receive may not be perceived to be an exact match to what you see on your computer screen due to contributing factors such as photography, lighting, computer monitor settings, wood finishing processes, fabric dye-lots and naturally occurring variations in materials such as wood grain or colors and patterns in marble, granite and other stone surfaces. Note: The lighting in a room plays a significant role in the appearance of fabric colors and wood finishes. Sometimes something as simple as changing light bulbs in the room can make a big difference of the look of furnishings. All returns will be subject to the terms and conditions of our return policy. If you have any specific questions not answered in the product description, you may contact us by phone 1-800-269-2216 Monday through Friday from 10:00AM to 7:00PM or email us at ask@shopfactorydirect.com for further assistance.

Can I choose a different color or size not mentioned?

While some select items are customizable, most items are manufactured in bulk, as depicted in the photos. This business model allows for products to be sold at much lower prices than custom made items. We are authorized dealers for several furniture manufacturers which produce items in high volume and do not have the ability to fulfill custom orders.

What furniture brands do you carry?

ShopFactoryDirect is an authorized dealer for several brand manufacturers around the country. We are constantly searching for new products to add to our rapidly growing online catalog. The result is thousands of items to choose from and a well-balanced selection of prices and styles. Every item is backed by the manufacturer's warranty against defects in materials and workmanship. Click here for to view the current brands offered by ShopFactoryDirect: http://shopfactorydirect.com/shopbybrand.html

What if I have questions about a product?

You can find detailed information on each product page on our site. If the answer to your question is not found on that page, you can click on the blue question mark below the image labeled "Have a Question about this item?" to send an email inquiring about a specific product. You may also call one of our helpful product knowledge specialists at (800) 269-2216 Monday through Friday 10:00am to 7:00pm EST.

Can you provide a fabric sample?

While some manufacturers do have fabric swatches available, many do not. We will be more than happy to provide swatches if available. For those not available, we do our best to accurately display the colors of products. Please keep in mind that images may vary in color depending on a number of factors including but not limited to individual computer monitor color settings, photography, lighting and natural variations. If you require precise colors, please contact us by phone or email for further assistance.

Can I just buy one of the piece in the whole set?

While some select collections are sold only in sets, in most cases, individual pieces are available. Please contact us for availability and pricing.

Do you provide furniture buying tips and design information?

Yes, we do. At ShopFactoryDirect.com, we want you to love the furniture that you bring into your home. Our blog is a great source for a number of tips to help you select the right furniture for your tastes and needs. We also offer design tips, information on the latest deals and more! http://blog.shopfactorydirect.com/

How do I know what size mattress I have?

The dimensions are as follows (Please note that these are mattress sizes, not bed or bed frame sizes):
Mattress SizeLength x Width
Twin/Single39" x 75"
Full/Double54" x 75"
Queen60" x 80"
Eastern/Standard King76" x 80"
California King72" x 84"

Are mattresses included with the beds?

Most beds include the headboard, footboard, rails and any additional pieces such as posters, finials, canopies or storage compartments shown in the photo. Unless otherwise specified, mattresses are NOT INCLUDED with purchase of bed, but are available separately.

How do I know what is included with an item?

While many of the product pages on ShopFactoryDirect.com are for individual items, there are several that represent a collection of pieces otherwise known as a set. If a collection or "set" is depicted in the product page, there will be options displayed below the price and availability just above the "Add to Cart" button. These options allow you to add pieces to the default collection. For example, unless otherwise stated, a bedroom set will include a complete queen size bed, one night stand, dresser and mirror by default. You may add pieces to the set by selecting options from the drop-down menus. A king size bed may be selected as an alternative to the queen (if available), a second night stand may be added, a drawer chest, media chest or armoire as well as other pieces may also be added as available. Each option will display a monetary value in parentheses just to the right of the option. This amount will automatically be added to the total price when selected. Most sofa sets include the sofa and loveseat (unless otherwise stated) with the option to add a matching chair as well as matching occasional tables (if available). Accessory items pictured in some product images such as rugs, lamps, vases, artwork and window treatments are shown for demonstrational purposes only and are not included. Prior to confirming your purchase, please take a moment to make sure the items in your cart precisely reflect what you wish to purchase. If you need further information or assistance, please do not hesitate to contact our us and one of our representatives will be happy to provide you with any information you may need.

Will my product require assembly?

Many of the items that we sell are mostly assembled or require only minor assembly. Items larger than a standard sized doorway such as beds, dining tables or executive desks will require some assembly. All screws and other hardware are included in the boxes along with detailed assembly instructions. Please check with us if you need assembly information on specific items.

What is meant by a distressed finish?

Some traditional styled furniture features distressing which is designed to give the furniture pieces character by an creating the appearance of having seen many years of use. There are many distressing techniques used which include sand-through, nail holes or chain marks, to name a few. Distressing is applied to a variety of furniture pieces in the factory by the manufacturer's artisans. Since it is a common process, it might not be stated explicitly in the item description. If you have any questions whether a certain items have any distressing, please contact us to verify.

Are all of the items on this site in stock?

Most of the items on our site are usually in stock and available to ship out within 1-3 business days. However, please understand that monitoring constantly changing inventory levels for thousands of items, throughout dozens of warehouses, across several different States is a daunting task. Although we do our very best to keep the inventory and availability of the items on our site accurate and up to date, inevitably some items may be temporarily out of stock. In the event that an item you ordered is not available to ship within our standard time-frame, we will notify you with the status of the back-ordered item, inform you of the estimated time of arrival to the warehouse and offer you the option to wait for the item to come back into stock or cancel your order for a full refund.
Warranty & Furniture Care

Do the products on shopfactorydirect.com come with any warranty?

All of the products offered on shopfactorydirect.com are brand new and are covered by the manufacturer's warranty (if provided). ShopFactoryDirect Inc. does not provide any warranties on any products offered on our site. We do our best to select only quality products produced by reputable manufacturers that stand behind their products. Most manufacturer warranties generally cover defects in materials and workmanship for a period of one year. Wear and tear or accidental damage is not covered by any manufacturer warranty. In addition to the manufacturer's warranty, we do offer an optional furniture care/protection plan which will cover accidental rips, tears, stains or other damages to your furniture for a period of five years. You may add the furniture care plan to your order at any time prior to delivery. Please contact us for details.

Do you offer any Furniture Protection Plans?

We proudly offer Guardian, the leader in furniture protection Protection Plans. Furniture protection plans are the best way to protect your furniture against accidental staining and damage caused by the consumer. The peace of mind that comes with knowing that your new furniture is protected against accidental stains and damages is priceless. Guardian Protection Plans provide cleaning and repair services as well as full replacement when an accident occurs. The plans are administered by the Guardian Customer Care team and are serviced by a network of certified furniture repair experts across the United States and Canada. Click here for more details: "http://shopfactorydirect.com/furniturecare.html"
Product Pricing

Why are your prices so much lower than in stores?

High operational expenses for "brick and mortar" retail stores such as rent for large showrooms, commissions for salespeople, trucks, drivers, warehouse and office staff and insurance costs need to be incorporated into the final sale price. In contrast, all items offered on shopfactorydirect.com ship directly from the manufacturer's distribution centers to your home. This highly efficient business model enables us to sell a vast selection of products at much lower prices than you will find in retail stores. It also enables us to offer free shipping on every item, every day to 48 states*.

Do you have any Holiday sales or seasonal promotions?

Retailers manipulate pricing to maximize profit margins while compensating for market trending cycles. Our goal is to provide you with the lowest possible price 365 days a year. Enabling our customers to buy when ready rather than feeling pressure to buy during a sale provides a better shopping experience.

Are there any additional discounts available?

While we cannot arbitrarily offer discounts on individual items, we do offer volume discounts for larger orders. This is a great way to save if your are furnishing your entire home. Discounts are calculated on an individual basis and are based on several factors such as items purchased, total number of shipments, shipping address. Please contact one of our product knowledge specialists for more details.

I saw an item on another website for less. Do you price match?

We work very hard to keep our costs as low as possible so that we can offer you the lowest prices on quality products for your home without sacrificing the level of service we provide to our customers. We also periodically research competitor's pricing on the internet, just to be sure that we are offering the lowest prices available. It is very rare to find the same item on a competitor's site for less. However, if you should find a lower price for the same item on a competitor's website, we would like the opportunity to match it or beat it. Simply click on the red tag labeled "Price Match" (located on the product page below the image) and fill out the form with your name, email address, phone number, shipping zip code and the competitor URL (web address). We will usually reply within 24 business hours. Please Note: Some websites may advertise a lower price initially, but shipping charges are then added upon checkout in the shopping cart. Other sites advertise lower prices for local pickup only and do not even offer shipping outside of their local area. Several of these products are not properly packaged for safe transit by the manufacturer and require additional packaging to ensure safe transit. The additional costs for these services are built into our pricing. Price matching will only be considered for same exact item at the total price including shipping and applicable sales tax. Besides price alone, there are many other important factors to consider when making a large purchase online such as packaging, transportation and customer service. Some online retailers may cut-corners in effort to offer lower prices. Shipping products with insufficient packaging and using substandard freight carriers may cause damages and delays. We will never sacrifice the level of service we feel our customers deserve to lower a price. Therefore, if we are unable to match a price on a competitors site without sacrificing the level of service we provide, we will respectfully decline to do so.
Placing Orders

If I see something I like, how do I order it?

Here at ShopFactoryDirect, we make it easy to order the items you want for your home. When you find the item(s) you wish on our website, simply click the add to cart button to add the item(s) into a secured shopping cart. Once the item is placed in the cart, if you wish to add more items to the cart, you may leave the cart and return to the website to continue shopping. The item(s) you place in the cart will remain there until you return. You may continue this process as many times as you wish. You may also remove any items from the cart that you do not wish to purchase. Once you have the item(s) you want to purchase, enter your Name, Street Address, City, State, Zip Code and Phone in the blank fields provided. Then enter your payment information. If your billing address is different than your shipping address, select other and enter your billing address. Next, select your payment method and enter your payment information. Finally, you may add any comments regarding your order in the field provided labeled "Comments". This space should be used for any information which may be pertinent to shipping your order such as "Will be out of town from 05/25 through 06/01 please do not attempt delivery during these dates". When you are finished, click continue at the bottom of the page. An order confirmation page will thank you for your order and an order confirmation will be sent to the email address you provided.

If I don't want to place my order online, can I order over the phone?

Yes, a product knowledge specialist will be happy to assist you in placing your order via the telephone. Simply call 1-800-269-2216 Monday through Friday 10:00am to 7:00pm EST. If you call after hours or during the weekend, please feel free to leave a message. Your call will be returned as soon as we get back in the office.

Will I receive an order confirmation?

You should automatically receive an order confirmation email once you have completed the check-out process in our secure shopping cart. Please allow up two hours for the confirmation email to come through. This email is an acknowledgement of your order containing the details of your purchase including your shipping address, billing address for your credit card (if applicable) as well as the items ordered. Please be sure to provide accurate contact information when placing your order. In an effort to provide the best customer service possible, larger orders may be diverted to our Order Verification Team. As part of the verification, we will contact you via telephone within 48 business hours to verify order specifics such as shipping address, item(s) ordered and discuss delivery details. Please respond promptly so your order will not be cancelled.
Payments

How can I pay for my order?

At ShopFactoryDirect we offer several different payment options for your convenience. We accept Visa, Mastercard, American Express and Discover as well as PayPal, Bill Me Later and Progressive Finance. In addition, we also accept debit cards which bear the Visa or Mastercard logo. Please keep in mind that many financial institutions set daily spending limits on debit cards attached to checking accounts. If the value of item you are attempting to purchase is greater than this limit, the transaction will not be processed. In this case, you will need to contact your debit card provider to request a temporary increase to this limit in order to complete the transaction.

When am I charged for my order?

If you place your order on shopfactorydirect.com and check out with a major credit card in our secure shopping cart, a temporary authorization hold for the total amount of your purchase will be placed on your credit card. Your credit card will not be charged until the order is processed, verified in stock and ready to be shipped (usually 1-3 business days). If you check out and pay with PayPal, the charge will be immediate. Any orders placed over the telephone will be manually entered by one of our staff members and an order confirmation email will be sent.

Do you offer financing?

Yes. In addition to accepting all major credit cards, we also offer two different financing options. Paypal Credit which offers no payments and no interest on purchases paid in full within 6 months. Click here for details:

https://www.paypal.com/webapps/mpp/billmelater-productoverview

We also offer Progressive finance which offers a one year payment plan with a 90 day "Same as cash" option and no credit check. Click here to apply online:

https://www.progressivelp.com/onlineapplication/onlineapplication.aspx?sid=1udyX%2fkdQkJPakByBf9S1A%3d%3d

Will I have to pay sales tax?

ShopFactoryDirect is a corporation located in the State of Florida. Therefore we are obligated to collect sales tax on orders shipped to addresses exclusively within the State of Florida. Sales tax will not be collected on orders shipped outside of the State of Florida.

Do you accept COD orders?

We cannot accept COD orders under any circumstances. All orders must be paid in full when submitted.
Shipping & Delivery

How much will Shipping cost?

All of the items offered on shopfactorydirect.com include
Free Shipping
to delivery addresses in the 48 contiguous United States. Shipping to Alaska, Hawaii and Puerto Rico is additional. Delivery address must be accessible to semi-trailer truck for freight shipments. Please note: some addresses in very remote or rural areas such as islands, mountains, very narrow or unpaved roads as well as urban areas with limited access such as excessive tolls or high traffic, one-way streets may incur additional charges. If you think you may live in one of these areas, please contact us for rates prior to making your purchase.

How long will it take to receive my order?

Orders usually take 1-3 business days to process. Smaller items shipped by ground (Ups/FedEx) are usually delivered within 7-10 days. Larger items shipping via freight are usually delivered within 1-3 weeks depending on the location of the distribution center in relation to your delivery address. Once your order ships, you will receive tracking information via email. The information provided in the email will include the name and telephone number of the carrier as well as your tracking number and an estimated delivery date. The estimated delivery date is not necessarily the actual date your order will be delivered. The shipping company will call you to schedule a delivery appointment. Some items require additional time to prepare for shipping such as re-packing or crating to minimize the risk of potential damage in transit. Please allow 3-4 weeks for these types of items to be delivered to your home. Although we always do our very best to get orders delivered as quickly as possible, extenuating circumstances beyond our control such as holidays or inclimate weather may cause delays in deliveries. Therefore we cannot guarantee delivery dates. Once an order has been shipped, it is not eligible for cancellation regardless of any preconceived expectation of a delivery date.

What if I need my order delivered by a specific date?

While we will do everything in our power to accommodate specific requests for delivery dates, extenuating circumstances beyond our control such as inventory shortages, closings due to holidays or inclimate weather may cause unexpected delays. Therefore we cannot guarantee delivery dates.

Can I pick up my order?

Unfortunately, we currently do not offer the option to pick-up from any location.

Can you deliver outside the United States?

Smaller items which ship via Ups or FedEx may be eligible for shipping overseas. Please contact us for a shipping quote for international shipping. At this time we only ship freight to the lower 48 states in the Continental USA. However, many of our customers choose to arrange their own international freight. We will gladly deliver your order to a freight forwarder of your choice located in the Continental US.

Are items packaged to prevent shipping damages?

All merchandise offered on shopfactorydirect.com is brand new and in factory original packages. Case goods are usually very well protected by layers of styrofoam and plastic wrap inside of the corrugated cardboard box. All products are thoroughly inspected prior to shipping. Large orders with multiple boxes will usually be secured to a wooden shipping pallet (skid). Some items may be reinforced, repacked or even crated to minimize the risk of potential damage in transit.

How can I track my order?

Once your order ships, you will receive tracking information via email. The information provided in the email will include the name and telephone number of the carrier as well as your tracking number and an estimated delivery date. Please Note: The estimated delivery date is not necessarily the actual date your order will be delivered. You can check the status of your delivery online through the carrier's web site, or via telephone. Once your order arrives at the delivery terminal, the shipping company will call you to schedule a delivery appointment.

Do I have to sign for my order?

Smaller items which ship via ground (Ups/FedEx) will be delivered to the door of your delivery address. In most cases, unless requested in advance, a signature will not be required. If no one is home to accept the delivery, the package(s) will be left at the door. Due to weight and size restrictions, not all of our items can be shipped with this service. Items too large to ship ground will ship via LTL (less than truckload) freight. All freight deliveries must be signed for by an adult at least 18 years of age. Under no circumstances will the freight be left outside of the delivery address unattended. The carrier will call to schedule a delivery appointment. Please be sure to thoroughly inspect your order prior to signing the delivery receipt.

What do I do upon receiving my order?

When your shipment arrives, first verify that the number of boxes delivered is the same as the number of boxes listed on the bill of lading prior to signing for the delivery. If the packing slip indicates a different box count than what is delivered, make sure you notate how many boxes you actually received and how many are missing on the delivery receipt before signing it and notify us immediately of any discrepancies. All cartons shipped via freight carrier must be thoroughly inspected for any signs of mishandling such as dents, holes, rips, tears etc. Any damage must be noted on the bill of lading (delivery receipt) before it is signed (simply write DAMAGED). Any damage not noted on the delivery receipt will be assumed to have occurred after delivery, and therefore will be the responsibility of the purchaser. Only refuse delivery of piece(s) showing obvious signs of severe damage. DO NOT REFUSE any undamaged items. Refusal of undamaged items may result in redelivery fees. Minor damages will be restored to first quality by a professional furniture restoration technician. If restoration costs are estimated to exceed replacement costs, the damaged item(s) will be replaced. Replacement parts will be shipped for smaller items. ShopFactoryDirect assumes responsibility of any restoration or replacement costs and filing damage claims with the carrier for all damages noted on the bill of lading at the time of delivery.

What if I can't be home for my scheduled delivery appointment?

You must call the carrier to reschedule your delivery appointment at least 24 hours prior to your delivery date to avoid any redelivery fees. You will be responsible for any redelivery fees due to missing your scheduled appointment. Redelivery fees are issued by the carrier, not ShopFactoryDirect. However, ShopFactoryDirect may collect the fee and forward it to the carrier.

What if the delivery fails to arrive during a scheduled appointment?

We understand that making arrangements to be home to accept a delivery can be challenging. Unfortunately on rare occasions, extenuating circumstances beyond control such as unexpected delays in route, excessive traffic, inclimate weather and staff absences may cause the driver to miss the delivery appointment. If this is the case, the delivery appointment will need to be rescheduled. ShopFactoryDirect makes no guaranties for delivery dates set by carriers, and therefore cannot offer any form of compensation for inconveniences due to unexpected delays. If you experience any problems with your delivery, please contact us immediately. We will do whatever we can to correct the situation.

How will my order be delivered?

Smaller items which ship via ground (Ups/FedEx) will be delivered to the door of your delivery address. In most cases, unless requested in advance, a signature will not be required. If no one is home to accept the delivery, the package(s) will be left at the door. Due to weight and size restrictions, not all of our items can be shipped with this service. Items too large to ship ground will ship via LTL (less than truckload) freight. Large orders with multiple boxes will usually be secured to a shipping pallet. Unless otherwise noted, standard "Free Shipping" is delivered to your home as a curbside delivery service. The carrier will call you to schedule a delivery appointment so you can plan accordingly. Unlike many other online dealers who expect their customers to climb into the back of the truck to unload their own order, we include FREE LIFTGATE SERVICE for all residential curbside deliveries. This means that the driver will unload the item(s) from the truck and lower them to ground level. He will then wheel them as close to your home as possible using a pallet jack. In some cases, if your garage is clearly accessible, the driver may, at his/her own option wheel the pallet into the garage. The driver may not enter your home or building so please be sure to have someone available to help to move large or heavy boxes into your home. Delivery agents are expected to notify you of a delivery day and time, so you can have the appropriate help available to get your order into your home. Please note that shipping times are estimated and cannot be guaranteed. If you are not at home when the delivery was scheduled and the freight company has to return with your order, a second delivery fee may be applied by the carrier. All shipments are fully insured.

Will my order be delivered inside my home?

Unless otherwise noted, standard "Free Shipping" is delivered to your home as standard curbside delivery service. However, for an additional fee, we can upgrade your service level to include threshold delivery. Threshold is an interior delivery into the first dry area. Delivery agents will unload your items and will place them in the first dry area available, such as the garage or front entry. If delivering to an apartment the carrier will deliver inside the first floor of the complex. Please note: Drivers do not assist with unpacking, set-up or clean up with this level of service.

Is assembly included?

Unless otherwise noted, "Free Shipping" is delivered to your home as standard curbside delivery service. However, for an additional fee, we can upgrade your service level to White Glove Delivery service. This is the highest level of service available. White Glove Delivery consists of at least a two person team to deliver items up two flights of stairs, into your room of choice, unpack, light assembly/setup and removal and discarding of any packing materials. All shipments are fully insured. The delivery agent will call you to schedule an appointment. If you are not home to receive a scheduled delivery, a second delivery fee may be applied. White Glove Delivery is available on individual basis. Rates are based on determining factors such as zip code, total weight and size of items purchased and estimated time to assemble. If you would like to receive white glove delivery for your order, please contact us for a quote.

What if the items do not fit inside my home?

All measurements and dimensions are provided in item descriptions. Please be sure to measure the area, as well as doorways, narrow hallways, stairwells, low ceilings or tight turns to ensure the items ordered will fit in your designated area. ShopFactoryDirect will not be responsible for shipping costs on items that are too large for your space. Items returned due to not fitting will be subject to the terms and conditions of our return policy. http://shopfactorydirect.com/returnpolicy.html
Claims for Damaged or Defective Merchandise

What happens if my order arrives damaged?

Here at ShopFactoryDirect we take every precaution to make sure that your order will arrive safe and sound, in perfect condition. All merchandise is brand new and in factory original packages. Most items are very well protected by layers of styrofoam and plastic wrap inside of a corrugated cardboard box. All products are thoroughly inspected prior to shipping. Large orders with multiple boxes will usually be secured to a wooden shipping pallet (skid). Some items may be reinforced, repacked or even crated to minimize the risk of potential damage in transit. Inevitably, in spite of our best efforts, a small percentage of shipments may be mishandled in transit resulting in damage. For this reason, it is extremely important that all cartons shipped via freight carrier be thoroughly inspected for any signs of mishandling such as dents, holes, rips, tears, crushed corners, et cetera PRIOR TO SIGNING THE DELIVERY RECEIPT. Any damage must be noted on the bill of lading (delivery receipt) before it is signed (simply write DAMAGED). ShopFactoryDirect assumes responsibility of any restoration and/or replacement costs as well as filing of damage claims with the carrier for all damages noted on the bill of lading at the time of delivery. Only refuse delivery of piece(s) showing obvious signs of severe damage. DO NOT REFUSE any undamaged items. Refusal of undamaged items may result in redelivery fees and/or return shipment costs in accordance with our return policy. Digital photos of any damaged merchandise and/or the packaging will be required for us to process the claim. Minor damages will be restored to first quality by a professional furniture restoration technician. If restoration costs are estimated to exceed replacement costs, the damaged item(s) will be replaced at no cost to the consumer. Replacement parts will be shipped for smaller items. Claims for any marks, blemishes or flaws on unfinished, inconspicuous surfaces such as backs of case pieces or bottoms of tables which do not compromise the functionality or aesthetics of the item will not be validated. Any damage not noted on the delivery receipt will be assumed to have occurred after delivery, and therefore will be the responsibility of the purchaser. If you experience any problems with the delivery of your order, please notify us immediately by calling 1-800-269-2216 or by emailing service@shopfactorydirect.com. Please be assured that customer satisfaction is our highest priority. ShopFactoryDirect has been selling and shipping home furnishings across the country since 2007. We have processed thousands of damage claims over the years and therefore have the experience to take the most appropriate action to remedy the situation as quickly and effectively as possible.

What if I open the packaging and notice that the item inside is damaged?

All items are thoroughly inspected for any damages or defects prior to shipping. When receiving your delivery, please be sure to thoroughly inspect all of the cartons for any signs of mishandling in transit such as such as any indentations, holes, cuts, rips, tears or crushed corners PRIOR TO SIGNING THE DELIVERY RECEIPT. Receipt of damaged merchandise with no signs of mishandling on the exterior of the packaging is highly unlikely. However, if you do happen to notice any issues, please contact us immediately. Digital photos of any damaged or defective merchandise as well as the packaging will be required for us to process a claim. Please use extreme caution when opening and carrying items into your home. ShopFactoryDirect will not be responsible for damage claims after the delivery has been completed and the items have been signed for as accepted in good condition. Claims for any marks, blemishes or flaws on unfinished, inconspicuous surfaces such as backs of case pieces, bottoms of tables or dust covers underneath upholstered pieces which do not compromise the functionality, structure or aesthetics of the item will not be validated.

What if I don't want my damaged item to be repaired?

We completely understand the concerns regarding restorations . Please be assured that we would never expect our customers to accept substandard merchandise under any circumstances. ShopFactoryDirect assumes responsibility of any restoration and/or replacement costs as well as filing of damage claims with the carrier for all damages noted on the bill of lading at the time of delivery. Items damaged due to mishandling in transit will be restored or replaced at our discretion in accordance with our policies. Upon inspection by a qualified professional, any damaged item(s) will be replaced at no cost to the consumer only in the event that restoration costs are estimated to exceed replacement costs. Replacement parts and smaller items will be shipped via Ups or FedEx ground. Restorations are performed by expert technicians using the same materials and techniques used in the manufacturing process and will in no way diminish the quality or value of the item(s). Upon completion of any restoration, the purchaser will be asked to sign the work order confirming that the job has been satisfactorily completed by the technician. Please understand that in order for us to offer such low prices on home furnishings, we must adhere to the policies of our carriers. ShopFactoryDirect has been selling and shipping home furnishings across the country since 2007. We have processed hundreds of damage claims over the years and therefore have the experience to take the most appropriate action to remedy the situation as quickly and effectively as possible.

Do you have any before and after photos of damage restorations?

Yes, we do.

Will I be compensated for being inconvenienced?

ShopFactoryDirect makes every effort to provide outstanding service to all of our customers. Unfortunately sometimes unavoidable circumstances such as receiving damaged or defective merchandise may cause inconveniences. We understand that making arrangements to be home for a service call can be challenging. However, there are no provisions available to be offered as compensation for any inconveniences associated with the rare occasions where a service call must be performed to remedy an issue. ShopFactoryDirect will not be responsible for lost wages or any other expenses associated with scheduling of deliveries or in-home service calls. If you experience any problems with a service call, please contact us immediately. We will do whatever we can to correct the situation.
Customer Service

Who do I contact if I have a question or a problem?

ShopFactoryDirect has a full time in-house customer service staff that is standing by to answer any questions and solve any issues you may have. You can contact us by email: service@shopfactorydirect.com or telephone: 1-800-269-2216 Monday through Friday from 10:00am to 7:00pm EST.

What do I do if I receive incorrect merchandise?

If you notice any discrepancies with your order, we ask that you contact us immediately so that we can determine the cause as well as a quick resolution to remedy the issue. You can contact us by email: service@shopfactorydirect.com or telephone: 1-800-269-2216 Monday through Friday from 10:00am to 7:00pm EST.

Who handles missing or broken parts?

We strive to carry only quality products from reputable brands. We also do everything in our power to ensure that your order is delivered to you in perfect condition. Please understand that on extremely rare occasions, items may not be properly packaged and may be missing parts or contain damaged pieces. Quite often, parts such as hardware packets containing bolts and other pieces necessary to assemble some products are inconspicuously concealed within the packaging materials (ie in styrofoam corner protectors, or on the underside of case pieces) so please thoroughly inspect all of the packaging materials for missing parts before contacting us. In the unlikely event that your packaging is missing or has any broken parts, we will order replacements to be shipped out by the manufacturer as soon as possible. Customer satisfaction is our highest priority so please contact us immediately if you are experiencing any problems with your order. We are here to help. You can contact us by email: service@shopfactorydirect.com or telephone: 1-800-269-2216 Monday through Friday from 10:00am to 7:00pm EST.

What if I'm unhappy with my purchase?

Your complete satisfaction is always our top priority. We work very hard to ensure that you are pleased with your purchase experience. If for any reason, you are not completely satisfied, we want to hear about it. We will do anything within reason to make it right. If you are unhappy with a product, you may return it within 30 days of delivery of your order (subject to manufacturer approval). Special orders and clearance items may not be eligible for return. Actual shipping charges as well as a 15% restocking fee will be deducted from your refund which will be issued once the products are returned to the distribution center. http://shopfactorydirect.com/returnpolicy.html You can contact us by email: service@shopfactorydirect.com or telephone: 1-800-269-2216 Monday through Friday from 10:00am to 7:00pm EST.
Cancellations, Returns & Refunds

What is the cancellation policy?

Any order may be cancelled free of charge at any time prior to it being processed and scheduled for pick up from the distribution center (usually between 24-72 hours from the time you ordered). Any order pulled and scheduled for pick up may be subject to a 15% restocking fee. Once an order has been shipped, it is no longer eligible for cancellation as our standard return policy will apply. If an order has been shipped from the warehouse, our return policy applies: http://shopfactorydirect.com/returnpolicy.html. Please call 1-800-269-2216 as soon as possible if you need to cancel or make a change to your order.
Please note: once your order has been canceled, you will receive a cancellation confirmation via email. If you do not receive this email shortly after your request, please contact us by email: service@shopfactorydirect.com or by phone 1-800-269-2216 Monday - Friday 10:00AM - 7:00PM EST (excluding holidays). Once you receive the cancellation confirmation email, please save it for your records as proof that your order has been canceled.

What is your return and refund policy?

We understand that purchasing furniture can be a large investment and we want to make your decision as easy as possible. Please be assured that customer satisfaction is our top priority. If you are not 100% satisfied with your purchase for any reason, you can return or exchange it within 30 days of delivery subject to manufacturer approval. (Note: If your item was defective or damaged, see our damage policy section for instructions). http://shopfactorydirect.com/returnpolicy.html
Returned items must be new, unassembled and in unused condition. To return items for an exchange or refund you must contact us via email or phone within 30 business days of receipt of delivery for an RMA (Return Merchandise Authorization). Because we ship items from multiple warehouses across the United States, it is very important to contact us so we can provide the correct return warehouse address.
All returns are subject to round trip shipping charges. Although many of our items are advertised and sold with "Free Shipping" as part of a promotion, or a discounted shipping offer (whether or not the customer was made aware of the shipping discount at the time of purchase) the delivery costs are always incorporated in the final sale price of our items. If your item was purchased under such a "Free Shipping" promotion, the actual shipping costs plus the cost of return shipping will be deducted from any refund. 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 or greater value, or store credit. Round trip shipping charges will still apply.
Returns are only accepted in their original packaging and in the exact same condition as received. Once an item has been removed from its original packaging and assembled, it is no longer eligible for return or refund. Upholstered items removed from the packaging may not be returned under any circumstance. Some vendors may be excluded from our return policy. Special order products such as items where fabrics can be selected as well as clearance items which have been discontinued by the manufacturer are non refundable and may not be returned.
All measurements and dimensions are provided in item descriptions. Please be sure to measure not only the space you are placing the furniture, but also any doorways, hallways, stairwells and narrow turns which must be navigated to get the item into your space. We have experienced professionals on hand to assist you in selecting the appropriate items for your unique application. ShopFactoryDirect will not be responsible for shipping costs or restocking fees on items that are too large in your space.

What if I have additional questions or comments?

If you still have unanswered questions, please call our Customer Service line at 1-800-269-2216. Additionally, feel free to email us at ask@shopfactorydirect.com. We will gladly answer any questions and would love to hear any feedback you have about our website. If you have suggestions for this list of FAQs or our website in general, please email us.
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