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ONLINE REFUND POLICY
SHIPPING & DELIVERY
ONLINE REFUND POLICY
IN-STORE REFUND POLICY
MATTRESS COMFORT GUARANTEE
FREQUENTLY ASKED QUESTIONS
You can look up your order and get access to order status, delivery tracking, updating or scheduling your delivery or pickup, and reporting product damages by clicking. You will just need to enter your 6-digit order (also known as invoice) number, any phone number that was provided at time of purchase, and the invoice date.
Online Refund Policy: You will receive a full refund if you cancel your online purchase within three (3) days after receipt of delivery. Deliveries cancelled on or after the day of delivery will be subject to a restocking charge of $99.99. Original delivery and shipping charges are non-refundable. When purchasing a discounted Room Package, no refunds or reselections are allowed on the package pieces once any items included in the package are delivered.
In-Store Refunds Policy: You will receive a full refund if you cancel your purchase at least one (1) day prior to your scheduled delivery. Deliveries cancelled on the day of delivery will be subject to a restocking charge of $99.99. No refunds or reselections are allowed after delivery or pickup of merchandise. When purchasing a discounted Room Package, no refunds or reselections are allowed on the package pieces once any items included in the package are delivered.
Mattress Comfort Guarantee: When you purchase one of our mattress protectors, you will be covered by our 120 Day Mattress Comfort Guarantee. Box springs are not included. No refunds or reselections are allowed if one of our mattress protectors is not purchased and used. Since your body takes time to adjust to a new mattress, you must sleep on your new mattress for twenty-one (21) days before a one-time reselection is allowed. Reselections must be for equal or greater value. A new Premium Delivery charge and a $129.95 exchange charge will apply. Box springs and adjustable bases cannot be exchanged or refunded once delivered. Pillows and mattress protectors cannot be exchanged or refunded if opened.
Accesories: Tabletop items, wall décor, accent pillows, linens, lamps, florals, and area rugs can be returned to a showroom within three (3) days. Item must be in new, unused condition in the original packaging.
If you did not schedule at the time of placing your order, you can do so now. If you need to postpone your delivery, you can reschedule your order or request the order be placed on hold until you are able to take delivery. We request that you do so at least one day prior to your scheduled delivery. Click the button below to reschedule your delivery or contact your sales associate directly.
Note: Items are only reserved with a scheduled delivery date within 9 days.
CHANGE DELIVERY DATE ›
You have one (1) day to report any damages or defects to our Customer Care department. We are not responsible for damages that occur as a result of customers moving or assembling products. We will require clear photographs to arrange appropriate services. For minor damages, CITY Furniture will provide in-home repair service.
If you don’t plan on using your item immediately, we recommend that you inspect all of your items fully to ensure there is no damage since all damages must be reported to us within 24 hours of delivery.
SUBMIT A CLAIM ›
Welcome to the CITY Help Center! Our convenient online hub is your one-stop shop to answer any and all questions about shopping with CITY Furniture. Think of it as your personal CITY Furniture customer service center. You can do a variety of things with just a few clicks, and we’ll break down all of the most commonly used features.
For starters, you can check on your CITY Furniture orders. This also includes CITYfurniture.com orders that were placed online. Simply select “Order Tracking” to see the status of your order every step of the way. We will keep your account updated with the most recent information that we have. If you still need to schedule a delivery, you can also do that here. Select “Schedule Your Delivery” and follow the prompts to choose the date that works for you. All in-stock items can be scheduled ASAP.
You can also manage your account from our online CITY Furniture customer care page. If you don’t already have an account, it’s quick, easy, and free to create one. This will give you access to all of your order needs, whether it’s to make a CITY Furniture payment to complete your order, or change your delivery.
Another thing you can do is submit a claim. If you notice any issues with your order, select “Submit a Claim” and follow the prompts. We’ll ask you to submit a few photos and explain your issue, and our customer service rep will review and be in touch shortly. They will look at your CITY Furniture warranty and service plans to explore your options, so that we can resolve your claim and you can enjoy your furniture.
Other features include financing offers, free shipping information, refund policies, offer details, and so much more. Our goal is to make it easy to answer all of your questions and ensure complete customer satisfaction.