Common Questions

Common Questions2018-05-23T01:16:32+00:00

Warranty & Product Info:

Q: Is as-is merchandise warranted?

A:  No, as-is merchandise is sold without a warranty.  As is merchandise includes: accessories, floor models, and clearance items.

Q:  What warranty does my furniture or mattress include?

A: Most of our products feature a limited manufacturer warranty that will cover manufacturer defects upon purchase.  All damages including wood damage (i.e chips, cracks, or scratches) must be reported within 7 days of delivery or it will be considered in-home damage.  Urban Furniture Outlet reserves to right to inspect & determine the cause of any and all claims of defect or damages.  Urban Furniture Outlet holds no responsibility for normal wear and tear or customer abuse.  Urban Furniture Outlet will provide service to repair most manufacturer defects & restore goods to merchantable condition. There will be no exchanges.  Mattress/Box will not be accepted for return once removed from plastic due to health code.  Necessary service will be performed at the discretion of Urban Furniture Outlet, either in customer’s home or at our store.  Customer shall be responsible for paying for all charges for repairs and transportation not covered by warranty.

Q:  Do you offer extended warranty programs?

A: Yes, we offer a 5 year worry-free warranty program through Montage Furniture Services that covers fabrics, wood products (i.e. case goods), leather, and mattresses.

Q:  I purchased a MFS 5yr warranty – how do I submit a claim? 

A:  You can contact Montage Furniture Services at: www.montagefs.com or call them at 1-800-686-9406.  You should have your contract # and invoice # on hand for processing.

Q:  How do I care for my mattress/sofa/dining table, etc?

A: For your convenience we have put together a Furniture & Mattress Care Page for more information.

Q:  I need to special order an item.  What happens if I change my mind or don’t like it when I receive it?

A:  Special orders require 50% deposit.  Once the item has been ordered, it cannot be cancelled and is non-refundable.


Delivery & Pick Up:

Q: Do you delivery to my area?

A:  Currently, we offer local delivery including: Delaware – New Castle, DE; Middletown, DE;  Bear, DE; Smyrna, DE; Dover, DE;  Newark, DE;  Pike Creek, DE; Wilmington, DE; Hockessin, DE; Claymont, DE; Pennsylvania – Chester, PA; Kennett Square, PA; Avondale, PA; Philadelphia, PA; New Jersey – Penns Grove, NJ;  Salem, NJ; Carney Point, NJ; Maryland – Aberdeen, MD;  Baltimore, MD;  Elkton, MD; Perryville, MD; Chestertown, MD; Chesapeake City, MD; Northeast,  MD.  Don’t see your city on this list or want to know delivery fees?  Please contact us with your delivery address via phone 302-328-1040 or email at: service@furnitureurban.com for more information.

Q: Does delivery include assembly?

A:  Many furniture products you buy from Urban Furniture Outlet come assembled.  If an item requires assembly it will be marked “assembly required” on our showroom floors.  We do offer affordable assembly services for both pick up and delivery options.  Contact our sales associates for more information.

Q:  What tools do I need to assemble my furniture?

A:  Generally, assembly requires common household tools such as phillips-head screwdrivers, flat-head screwdrivers, tape measure, or wrench.  Refer to assembly instructions for specific tools.

Q:  Do I have to wait all day for delivery?

A:  While we cannot commit to specific time requests, we do allow customers to choose a day that will allow the most flexibility.  Our delivery team will call you at a number that is convenient while they are loading the truck, to confirm someone will available for delivery and give you an estimate of their arrival time.  We have enabled our ‘Delivery Tracker’ system on our website that allows you to enter your invoice # and track our delivery team.  This allows you a more accurate window of when they will be in your area.

Q:  What if I miss my delivery?

A:  You will receive a call before our delivery team begins their deliveries for the day to confirm someone will be home for delivery.   It is recommended that you give multiple #’s to reach you the day of delivery (i.e. home #, cell #, work #.)  You must notify us at least 24 hours ahead of your delivery time to make any changes to delivery or cancellation charges may occur.

More Common Questions

Q:  I just got my furniture home and it doesn’t fit!  What do I do?

A: We really stress the importance of measuring before you buy and sincerely hope you don’t run into this issue… it’s no fun! But if you get your furniture home and it does not fit, please contact our Customer Care Center and they will assist you in understanding your options.

Q:  I just got my furniture home and see that a piece is damaged or I am missing a piece, what do I do?

A:  We recommend when our customers get home with their purchase to open all boxes and check over merchandise for any damages or missing pieces.  Contact us immediately within 7 days if you have a concern – for damaged pieces we ask that you send us a picture (if possible) via email or bring in the piece for inspection.  If a piece is missing we will assist you in getting what you need.  Please contact via phone 302-328-1040  or email our Service Dept for more information at: service@furnitureurban.com.

Q:  I want to pick up my furniture, how do I do that?

A:  Since we warehouse most of our merchandise off site – we require that you contact us 24 hours before your desired pick up so that we can ensure all of your items are ready and available for pick up.   Once you have scheduled pick up, you will visit our pick up location, sign off on your merchandise, pull around to our loading dock, and we will assist you in loading your furniture.  We will gladly help you load merchandise into your vehicle.  However, we assume no responsibility for damages incurred to your vehicle or merchandise due to loading, fastening, or transportation.