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FAQ

Let's make your life easier with unique furniture that adds style and functionality to your home or office!
 
It’s an exciting time!

You're ready to buy (or maybe just purchased) brand new furniture from Exclusive Furniture and you are ready to set the scene for a new look in your home. But, before you're ready to celebrate your home's transformation, you may have a few questions or concerns. Don't worry! We're here to help.


I have questions about:







PURCHASES


Do you offer financing?
- We will find out what financial solutions are available to you through our network of trusted lenders. Once your application results are returned to us, a sales representative from the store of your choosing will contact you within 24 hours.

Where can I see your furniture in person?

- Exclusive Furniture has seven beautiful locations throughout the Houston metro to serve you.

What if I need help selecting something that will work in my space?

- Exclusive Furniture's dedicated sales staff are trained to help to make sure your furniture choices are a correct fit for your home.

How will I know if my furniture will fit through my door?

- Exclusive Furniture's "Room Planning" specialists will ask you for the measurements to your entry ways to make sure your furniture choices will disassemble properly to fit through your entry way.

What types of payments do you accept?
- All of our customers can purchase our furniture using Cash, Credit, Debit, ACH or Check.

I’m concerned about submitting my credit card information online. Is it safe to place an order on your site?

- Yes, Exclusive Furniture uses a secure website with the standard security technology as banks and popular online stores.

How will I know that you received my order?

- After your purchase with Exclusive Furniture, you will recieve a phone call from one of our talented team members to schedule a delivery date for you.

Will I be charged at the time I place my order or when it goes out for delivery?

- Your order will be processed at the time of purchase and not the time of delivery.

- All of our customer reviews can be found on our Exclusive Furniture Facebook page.

DELIVERY

Will the delivery team take away my old sofa?

Unfortunately we do not disassemble or remove old furniture. We suggest you call your city or town to determine the best method of disposal, or search out a local charity that may be able to pick up your furniture and benefit from its reuse.

What will it cost to have my furniture delivered?


Delivery costs are dependent on your distance from Houston, TX (77002).

Distance 1 - 50 miles: 51 - 100 miles:

101 - 150 miles:

151 - 250 miles: 250+ miles:
Delivery Fee: $129 $199

$399

$499 Call us: 713-773-0606

Will everything in my order ship at the same time?

- Exclusive Furniture does an exceptional job with delivering entire orders all at once. But, there are some circumstances (with special orders) where our vendors take longer than expected to ship to our warehouse.

What if something is missing from my order?

- If there are item(s) missing from your delivery order, contact our customer service team right away to resolve the issue. Very rarely does this happen, but there is always a reason why.

What if my furniture is damaged during delivery?

- In the case that furniture is damaged during delivery, it is imperrative that you contact our customer service before the drivers leave your home. Depending on circumstances, your order will either be replaced or repaired. (713) 773-0606, option 2

What do I do if my furniture doesn't fit during delivery?

- In the case that your furniture order does not fit into your home, you will need to call customer service right away so they can direct you to a nearby Exclusive Furniture store to pick out a different item of equal or lesser value. If item is of greater value, the customer is responsible for the price difference.

Can I set a specific delivery date and time?

  • Our Customer Service Department will contact you once your items are available for delivery to schedule your delivery date.
  • You will be able to pick a date to have your furniture delivered, however, once your delivery date is confirmed we will provide a 5-hour time frame for you to expect your delivery to arrive at your home. All delivery time frames are estimates. Due to variables such as traffic, etc., unfortunately no specific delivery time can be guaranteed. In an effort to be as eco-friendly as possible and continue delivering low prices to all of our customers, we route our drivers with the most fuel efficient routes possible and no preferred order of delivery can be guaranteed.

Will I get a call when my furniture is going to be delivered?

  • Our drivers usually call 20-30 minutes before delivery to ensure someone over the age of 18 is available to receive your delivery.

    Should you not be home when our delivery team arrives, we are happy to allow a 30-minute grace period for you to arrive at your home. We understand Houston can be a tough place to commute, so please notify us as soon as possible about any delays that may occur in your schedule.


    If for any reason you will be later than 30 minutes, our delivery team will move on to their next scheduled delivery for the day and your delivery will have to be rescheduled for a later date and a redelivery charge will assessed to you - even if the delivery fee was waived at the time of purchase.

If I Decline Delivery, May I Pick Up My Furniture?


Absolutely! With the exception of Wednesdays & Sundays, merchandise can be picked up at our Central Distribution Center in Southwest Houston located at 11011 Westbrae Parkway Houston TX 77031, Monday - Saturday from 9am-5pm.

If I Opt To Pick Up My Furniture, What Will I Need To Bring With Me?


Please allow 24-48 hours for order processing before coming to our warehouse to pick-up your furniture. please wait until you hear from an Exclusive Furniture representative before heading to our warehouse to pick-up your items. At times some items may be out of stock and we would hate for you to make arrangements to pick up an item that is not in stock.

You MUST have the credit card used for your online order and a photo ID matching the name on the order or else your items WILL NOT BE RELEASED. No exceptions.

We will not allow any items to be released to a third party without you being present with the credit card used and a matching photo ID. No exceptions.

Make sure your vehicle is large enough to safely transport your new furniture.


Pack rope and blankets to properly secure your new furniture and ensure its safe ride home.


Keep in mind that we cannot assist in the securing of your product if you are picking the items up yourself.


Inspect your item(s) at time of pick up. If there are any items that do not meet your approval, please notify an Exclusive Furniture employee prior to leaving our distribution center. Once you have left with your new furniture it cannot be returned.

What Can I Do To Help Ensure A Successful Delivery?


Outside your home, please keep all walkways clear of debris or any other items that might make it cumbersome or unsafe for our delivery team to deliver your furniture. Most items are delivered on a 26-foot long truck so please be sure that your street or driveway is not too small for our trucks to access. If needed, let your neighbors know that you are expecting a delivery and to keep the street clear for our trucks to access your home more easily.


Inside your home, have a path cleared from the entryway to the room in which the furniture or mattress/foundation will be placed. Remove any items on any walls that the furniture may come in contact with during delivery - Exclusive Furniture is not responsible for any damages during delivery and having any breakable items put away helps assure no damages will occur.


Also, please have the room cleaned and cleared so our drivers can assemble your furniture where you would like.


If you live in an apartment building, condo, or office building, please check with the proper individual to determine if there are any special requirements for the delivery (ex. certain delivery hours, reserving a freight elevator, or a Certificate of Insurance).



SPECIAL ORDERS

What are your policies regarding special orders?

There are no cancellations or refunds on special orders. no exceptions. The invoice must be paid in full before the merchandise can be ordered. Special orders that are paid with special financing options, require at least 25% of the invoice amount via cash, check or debit/ credit card. Without at least 25% paid in cash/check/credit card, the special order will not be placed. Special order lead times vary on availability & vendor and are likely to take anywhere from 4-8 weeks.

Please be advised: these times are estimates and on rare occasions special orders may take more than 8 weeks to arrive.



REFUNDS/RETURN POLICY

ONLINE ORDER RETURN POLICY: If you have any issues with the item(s) you have ordered online, please notify us as soon as possible. Once any online order delivery or pick-up is confirmed via phone or email by our Customer Service Department, no refund can be issued. Once you sign off on the item and take it home with you, no refund of any kind can be issued, only a reselection at an Exclusive Furniture store will be available for you and you will be responsible for any additional delivery costs.

At Exclusive Furniture, we have a no returns or exchanges policy and all sales are final. Exclusive Furniture sells brand-new merchandise only; therefore we are not able to take back any furniture that has been used. Also, we are very mindful about sanitary/health issues & do not bring used merchandise back into our warehouse. Once your invoice has been signed and/or initialed, cancellations cannot be made for any reason. Refunds are not given for any reason on any invoice.

However, with the approval of upper management, there will be a 25% cancellation fee of the entire invoice amount on all cancelled orders. If a customer places a special order, the invoice must be paid in full before the merchandise can be ordered. There are no refunds on special orders.

"As is" Items:

At Exclusive Furniture, we periodically offer "as is" items that are going out of stock or being discontinued at an exclusively low price. For these items, our traditioanl one year warranty is voided and no longer applicable to any items purchased from the floor of our store or website marked "as is". No returns are allowed on all "as is" items. We are happy to offer an extended warranty for "as is" items at an additional cost. Ask your sales associate about our 5 year extended warranty plan prior to purchase. If an extended warranty is not purchased, Exclusive Furniture is not responsible for any future malfunctions, damages, or defects to the item.

WARRANTY

What is your warranty policy?

At Exclusive Furniture, we understand the need to have your furniture in good condition once it is set up in your home. We provide a free one-year in house warranty that is limited to manufacturer's defects ONLY, and these defects are repaired in your home by a trained service technician - Manufacturer warranty does not include exchanges of the merchandise; the defects are repaired.

If parts are needed, they may take 4-6 weeks to arrive. In order to place a service order, or for questions about our in-house warranty, you may call the customer service dept. at 713-773-0606, option 2.

In order to move forward with the service order, customer service will require pictures of the defect as well as the tag/label from behind or beneath the merchandise. To file an initial claim, within 1 year of your original purchase date, contact our customer service team at cs@exclusivefurniture.com with your invoice # and/or purchaser's name and phone number as well as the required photos. You will receive an response within 48 hours.

Manufacturer warranty does not cover accidental damages such as any spills, stains, rips, tears, cracks, breakages etc. For damages such as these, we sell a 5-year protection plan that can be purchased during the initial purchase process. Leather Furniture CANNOT be cleaned by any type of chemical products; Exclusive Furniture does not cover any damages caused by the negligence of the customer such as, but not limited to: peeling, cracking, damaged caused by pets, normal wear & tear, damages to marble or any other negligence damages.



Mattress and TV Warranty:

Federal law requires that mattresses must still have their tag intact and cannot have any stains on the mattress; otherwise the mattress warranty will be voided. To protect your mattress warranty, Exclusive Furniture sells mattress protectors and certain bedding. Any defects on your mattress must be immediately reported to Exclusive's Customer Service with pictures of the defects as well as a picture of the tag.

All TVs are covered for 1 year under the manufacturer warranty, which is limited to manufacturer defects. Provided you have received your TV in good condition at the time of delivery, any defects found after delivery must be reported to your television's manufacturer (i.e. Samsung, LG, Sharp, etc).


What if I need to use the protection plan warranty I purchased?

Please contact Montage at 1.800.686.5559 or visit their website at montagefs.com