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American Furniture Warehouse Frequently Asked Questions
How much can I add to my AFW gift card?
Gift cards can be purchased online in denominations of $25, $50, $100, $250 and $500. Gift cards purchased in-store can have a value up to $5000. Both can be used either online or in stores.
What's the warranty on a mattress?
AFW allows for a 90-day "break in" period, which allows the mattress to be broken in as well as giving your body time to adjust to the new support. All AFW mattresses come with a limited warranty that covers manufacturing defects only. This limited warranty is provided only to the original purchaser and is not transferrable. The warranty begins from the date of purchase. You must have the receipt and law tag for warranty consideration.
To redeem the warranty the mattress must be in good condition and not otherwise damaged or abused. If the mattress is stained, soiled, ripped, or burned the warranty is void.
Do motors in reclining furniture have a warranty?
Yes, motors specifically used in reclining furniture for lift or reclining purposes have a 3-year warranty. Please note that massage chairs are not part of this category and fall under the standard 1-year warranty.
My item arrived damaged. Do I get a replacement?
If your product arrived damaged, a replacement will be given. Damages from manufacture defect or shipment are not subject to a handling fee, and will be credited a full refund.
Is there a return fee?
Yes, please note that you will be charged a 15% restocking fee for all returns or exchanges.
How long do I have to cancel my order?
Delivery orders must be cancelled by 10:00 am the day prior to your scheduled delivery date. After 10:00 am, you will be charged a $45 handling fee. Direct ship orders may be cancelled before 5pm MST the same day the order is placed. If the order is placed after 5pm MST, you have until 5pm the following day to cancel your order.
I placed my order online but did not get an option to pick my delivery date. Why?
Their customer support team will contact you to schedule your delivery and cover some important details. Delivery will only be scheduled on a day that you can be available to accept delivery on your behalf.
Can I choose a morning or afternoon window?
No. All delivery windows are assigned by their computerized routing system in the most efficient manner based on all stops on your route. This helps them keep costs low and reduces their environmental impact. Before scheduling your delivery, they ask that you pick a day that you can be available at any time to receive your delivery. You will be asked to review and sign their delivery agreement at the time of purchase.
What does the delivery charge include?
Their Platinum Delivery service is the best in the business. Your furniture is unpacked, inspected, hardware and handles installed and all packing materials are recycled. Your furniture is placed in your home where right where you want it. There are no surprise charges for extra services like a flight of stairs.