Frequently Asked Questions

Accessory items such as lamps and accent pieces are not eligible for online protection plans.

Our online protection plan provider is Reguard. Reguard offers 5 different protection plans; Indoor Furniture, Outdoor Furniture, Adjustable Base, King Adjustable Base, and Area Rugs. Please click the link below for more details on your coverage. 

Reguard furniture protection

Still have questions about your online protection plan?

Please visit  https://www.reguardprotection.com  for more information.

Order Tracking is now available online for some of our store locations including some of our online orders.  Tracking is only available on the day of delivery.  The estimated times are our best estimates and you should still be available during your scheduled delivery windows.  If you get a message that tracking is not available in your area, please contact your fulfiller (listed on your confirmation email) to get more information on your delivery.

Track your delivery using our order tracking page.

You can submit a claim to your protection plan provider on their website or app, or you can call their customer service at their phone number listed on your protection plan certificate. Please check the paperwork that came with your sale to verify who your protection plan provider is. Below are links to the provider websites.

Reguard:  https://www.reguardprotection.com/

GBS:  https://portal.myprotectall.com/auth

Montage:  https://www.montagefs.com/consumer/

Guardsman: www1.guardsman.com/guardsman/claim/logIn.html

If you are unsure of you protection plan provider, please ask a chat agent to your right.

Each promo code has its own set of exclusions. First, check the accompanying exclusions on your promo code to see if there are any prohibiting the discount. As a general rule, Ashley Specials, barstools, select dining chairs and sale/clearance items are excluded in promotions. Also confirm the expiration date on the promo code has not expired. View the latest  Ashley Coupons, Sales & Offers

If you do not receive the order confirmation message within a few minutes of your purchase, please check your junk or spam email folder just in case the information was delivered there instead of your inbox. If your confirmation didn’t arrive to either place, please call Customer Care at 866-436-3393.

If you bought something from AshleyFurniture.com within the past 30 days and it is now listed at a lower price, let us know. Send your price adjustment request, please call Customer Care at 866-436-3393 or message us.  We will then review and verify the price adjustment request. AshleyFurniture.com has the final decision for matching an online price.

The following limitations apply:

• The item must be identical, (e.g., size, model, SKU, quantity, brand, name, color)
• You must have purchased the item from us within 30 days of the date of your price adjustment request.
• The offer must be valid on the item that you purchased.
• We don’t provide price adjustments for:
• Bundle offers, rebates, mail-in offers, offers that include financing
• Prices that require a minimum quantity purchase
• Items that are listed as clearance, close out, liquidation, special hour/flash/limited quantity offers
• Damaged, used, or refurbished items
• Price errors
• Prices as a result of pickup discounts
• Black Friday, Cyber Week and any special/holiday promotions are excluded

To find out if a store has the item you want, call or visit the Ashley Store near you. Lookup our  store locations . Every store has a unique selection and may or may not have the item on display, please call first.

You must supply the phone number associated with your order on the  My Account  Page of the website to see in-store orders. Please note orders are only available for certain Ashley Stores.

Ashley Store are independently owned and operated. Please contact Customer Service at your local store. Use our  store locator to find their locations.

Many quality steps are taken to ensure your products arrive to you in excellent condition. It is very important you inspect the purchase upon arrival.

Online Purchase Return

Items delivered by Standard Shipping that were received damaged or have a manufacturers defect:

If you received your order by UPS, FedEx, DHL, USPS and the merchandise was damaged in shipping or if you wish to return it, please call customer care within 72 hours. Once the item is received, we will refund the cost of the item excluding shipping and handling fees. For other issues concerning Standard Shipping orders, call us within 30 days after delivery and we will either repair or replace the item. Not completely satisfied? We accept the return of Standard Shipping item(s) within 30 days of delivery. For Standard Deliveries where a manufacturing defect is discovered after the 30-day return period, consult the manufacturer's warranty, if any. Please note, return shipping fees apply. In many cases, we can provide you with replacement parts and service as needed.

Customer Care 866-436-3393, Monday through Friday, 7 a.m. to 7 p.m. (CT), Saturday & Sunday, 9 a.m. to 5:30 p.m. (CT)

Items delivered by Home Delivery that were received damaged or have a manufacturers defect:

You have 72 hours after a Home Delivery of an online order to report if an item is delivered damaged, defective or if you are unhappy with it in any way. Call the phone number on your emailed order confirmation and we will work with you to repair, replace or pick up the item for a return. Items ordered online for In-Home Delivery with manufacturing defects discovered after the 72 hour return period may be covered by the manufacturer's warranty, if any; please contact the customer service number listed in your emailed order confirmation for assistance.

In-Store Purchase Return

If you purchased in a store, check the terms and conditions provided to you at time of purchase (sometimes they are located on back of your receipt). Each store is independently owned and operated; therefore, they set individual policies regarding returns and exchanges. Please contact the store where you made the purchase. The store's phone number is located on your receipt or on our store locator .

Returns for Mattresses and Foundations

Mattresses and Foundations may only be returned if delivered damaged or later found to be defective. If your mattress or foundation is delivered damaged, contact the customer service number listed in your emailed order confirmation for assistance within 72 hours of delivery. Defects discovered more than 72 hours after the mattress or foundation was delivered may be covered by the manufacturer's warranty, if any.

Return Requirements

In order to receive the full amount of the refund described in this Return Policy, all item(s) must be: (1) in new/unused condition and (2) returned with all accessories and parts securely packed in all original packaging (unless the packing was removed as a part of the In-Home Delivery, in which case please re-pack in a manner to prevent damage during return shipping). Clearance Items are final sale items and cannot be returned unless they are delivered damaged. Please note, return shipping fees may apply.

Exchanges/Refunds

The returned item(s) are inspected immediately upon receipt. Any appropriate exchanges, credits and refunds will be issued for the purchase price of the item(s); taxes are refunded in accordance with applicable state law. With the exception of damaged or defective merchandise, shipping, delivery, and handling charges are nonrefundable, and return shipping or pickup fees may apply. Most refunds or credits are based on the payment method used at the time of purchase. Please allow 7-10 days following receipt of the return items for any credit or refund to display on your credit card statement.

Advertised pricing and promotions are available online only. In-store pricing and promotions do not apply to online pricing.

Each promo code has its own set of exclusions. First, check the accompanying exclusions on your promo code to see if there are any prohibiting the discount. As a general rule, Ashley Specials, barstools, select dining chairs and sale/clearance items are excluded in promotions. Also confirm the expiration date on the promo code has not expired. View the latest  Ashley Coupons, Sales & Offers

If you bought something from AshleyFurniture.com within the past 30 days and it is now listed at a lower price, let us know. Send your price adjustment request, please call Customer Care at 866-436-3393 or message us.  We will then review and verify the price adjustment request. AshleyFurniture.com has the final decision for matching an online price.

The following limitations apply:

• The item must be identical, (e.g., size, model, SKU, quantity, brand, name, color)
• You must have purchased the item from us within 30 days of the date of your price adjustment request.
• The offer must be valid on the item that you purchased.
• We don’t provide price adjustments for:
• Bundle offers, rebates, mail-in offers, offers that include financing
• Prices that require a minimum quantity purchase
• Items that are listed as clearance, close out, liquidation, special hour/flash/limited quantity offers
• Damaged, used, or refurbished items
• Price errors
• Prices as a result of pickup discounts
• Black Friday, Cyber Week and any special/holiday promotions are excluded

All merchandise purchases are subject to sales tax based in accordance with the current state and local tax rates for the Standard Shipping/No-Hassle Delivery + Assembly or Doorstep Delivery destination. Taxes are generally calculated on the total selling price of each item, which depending on local and state laws, may include discounts and shipping and processing charges.

At this time we are unable to process tax exempt orders through online sales. When you accept the terms and conditions when placing your order online you are accepting the price of the tangible personal property, delivery fees, and estimated sales tax, along with the sales tax terms and conditions. Our products can be purchased tax exempt from many of our Ashley Store retail locations throughout the country.

Locate a store

We accept Visa®, MasterCard®, American Express®, and Discover® cards. Only one credit card will be accepted per order as we are unable to process an order on two separate credit cards. We also accept financing offered by Synchrony and Concora Credit and leases from Acima Leasing. Click here to  learn more .

You can pay for online purchases using an Ashley Advantage™ credit card/account issued by Synchrony or Concora Credit.  Apply for credit here . If you already have an Ashley Advantage™ card/account through Synchrony or Concora Credit or have a lease with Acima Leasing, you can use it online. We are unable to accept Ashley Store cards issued by other financial providers.

For standard shipping, your credit card will be charged on the date the order ships.

For home delivery purchases, the credit card is charged on the day your order is delivered or the next business day.

Yes. Read details about our current  financing promotions.

We do not have an online layaway, however, your local Ashley Store may offer this service.  Locate a Store .

Ashley values your feedback!

When writing your review, please consider the following guidelines:

• Focus on the product you purchased.
• Provide details about why you liked or disliked a product
• All submitted reviews are subject to the terms set forth in our Terms of Use

We reserve the right not to post your review if it contains any of the following types of content or violates other guidelines:

• Obscenities, discriminatory language, or other language not suitable for a public forum
• Advertisements, “spam” content, or references to other products, offers, or websites
• Email addresses, URLs, phone numbers, physical addresses or other forms of contact information
• Critical or spiteful comments on other reviews posted on the page or their authors

Please contact our Customer Care with feedback or concerns about pricing, ordering, delivery, or other issues.

Enjoy writing your review!

Our online protection plan provider is Reguard. Reguard offers 5 different protection plans; Indoor Furniture, Outdoor Furniture, Adjustable Base, King Adjustable Base, and Area Rugs. Please click the link below for more details on your coverage. 

Reguard furniture protection

Still have questions about your online protection plan?

Please visit  https://www.reguardprotection.com  for more information.

We may have placed the part(s) you are looking for in a unusual location for shipping reasons. End tables may have the shelf attached to the underside of the unit. Accent chairs may have the legs stored under the dust covers of the seat cushion. Upholstered headboards may have the legs zipped up attached to the back of the unit, may be zipped up under the backing. If the part(s) you are looking for are not in any of these locations please contact Customer Care, Please have item number and invoice number available so they can better serve you. You can find the item number on your emailed order confirmation or invoice. You can also go to  http://ashleyfurniture.parts  with you item number and serial number to order warranty parts.

Order Tracking is now available online for some of our store locations including some of our online orders.  Tracking is only available on the day of delivery.  The estimated times are our best estimates and you should still be available during your scheduled delivery windows.  If you get a message that tracking is not available in your area, please contact your fulfiller (listed on your confirmation email) to get more information on your delivery.

Track your delivery using our order tracking page.

The size and weight of your online purchase are factors that help us determine the most efficient delivery method. 

Ground Shipping - We ship smaller, lighter items via courier or mail. You'll receive notification as soon as the order ships. Items may require assembly. Available shipping options will be noted in the shopping cart, but generally include 1-day and 2-day shipping. If 1-day shipping is available for an order, the order is expected to be delivered within 1 business day after it has been shipped and picked up by the delivery carrier. If 2-day shipping is available for an order, the order is expected to be delivered within 2 business days after it has been shipped and picked up by the delivery carrier. Delivery may be delayed by factors such as changes in inventory, delivery capacity, and unforeseen circumstances beyond our control, such as strikes, natural disasters, and inclement weather. 

No-Hassle Delivery + Assembly - Ashley.com will deliver larger items one of two ways: directly from an Ashley Store (depending on the store proximity to the final destination) or a shipping service provider selected by Ashcomm, LLC.

Doorstep Delivery — A signature is required for Doorstep Delivery. Items are delivered in original packaging to doorstep. Items may also require assembly. Customer is responsible for assembling items and disposing of packaging. Process for apartments and condominiums: When possible, items will be placed directly outside the unit in the hallway. If there are concerns or restrictions with elevators or by customer request, items will be left in the lobby/office; as long as the delivery team can obtain an authorized signature.

Curbside Delivery –Items are delivered in original packaging to the delivery address and will be unloaded at the curb. A tracking number will be provided once order is ready for shipping. The carrier will call to schedule delivery and a signature is required upon arrival. Does not include assembly or setup.

Warehouse Pickup - Valid at AshleyFurniture.com and participating locations only. Your items may be available for pickup at our warehouse. If you select to pick up your items at our warehouse, we will gladly assist you in loading your items. Please be aware that it is the customer’s responsibility to ensure items are properly loaded and secured.  We strongly recommend you open and inspect all items before loading. We are not responsible for any damage caused by loading or failure to secure items. Your signature on the receipt acknowledges that you have inspected and received all of your items in good condition. If the items are not available at the warehouse at the time of sale, we will notify you when your purchase is ready for pick-up. Pick-up hours may vary by location.

For Standard Shipping items (smaller, lighter items via courier or mail) eligible for 1-day or 2-day delivery, you will see a “get it by” date on the product detail page and an “estimated delivery date” during checkout and in your order acknowledgement email. The “get it by” date and “estimated delivery date” indicate when we expect to fulfill your order based on our product availability and delivery capacity at that moment. Changes in inventory or delivery capacity, as well as unforeseen circumstances beyond our control, such as a strike, natural disaster, or inclement weather, may delay delivery of your order.

For No-Hassle Delivery + Assembly or Doorstep Delivery orders, typically around two business days after purchase, the delivery service will contact you and schedule your delivery date.

Yes, some of our furniture have  dimensions that state the minimum width your doorway must be for your furniture to be delivered. If this dimension is not listed on please contact a customer care agent and ask them about the specific item you are curious about. 

Select Standard Shipping items in select ZIP codes are eligible for 1-day or 2-day shipping. If an item is eligible for 1-day or 2-day shipping, it will be noted on the product detail page, in the shopping cart, and the check out page. If you place your order before the cut off time (typically 12 p.m. local time in the destination to which you’re shipping, but that may vary depending on item location), then the estimated delivery date for the order will be:

• If 1-day shipping is available for the order, the order is expected to be delivered within 1 business day after it has been shipped and picked up by the delivery carrier.
• If 2-day shipping is available for the order, the order is expected to be delivered within 2 business days after it has been shipped and picked up by the delivery carrier.

Business days do not include weekends. Delivery may be delayed by factors such as changes in inventory, delivery capacity, and unforeseen circumstances beyond our control, such as strikes, natural disasters, and inclement weather.

For Ground Shipping items: a tracking notification will be emailed to you as soon as your order leaves the warehouse. The email contains information on how to track your order until it arrives.

No-Hassle Delivery + Assembly or Doorstep Delivery orders: typically around two business days after purchase, the delivery service will contact you and schedule a delivery time at your convenience. They will also call you the day before delivery to further confirm the delivery time and date.

Curbside Delivery: a tracking notification will be emailed to you as soon as your order is ready for shipment.

Online Customers:

You will need to call customer service to cancel your order. Once your order is canceled you can place the new order and select No-Hassle Delivery + Assembly.

Ashley Store Customers:

You will need to come to the store or call to pay the difference first, as there will be a delivery fee difference from Doorstep Delivery to No-Hassle Delivery + Assembly.

Free shipping applies to all Standard Shipped items delivered within the 48 contiguous United States. Read our  standard shipping details including shipping fees to Alaska and Hawaii. In-Home delivery purchases are excluded. No-Hassle Delivery + Assembly or Doorstep Delivery purchases are excluded.

Advertised pricing and promotions are available online only. In-store pricing and promotions do not apply to online pricing.

At this time, we cannot take orders over the phone. You may order on  ashleyfurniture.com or from  a Ashley Store near you .

We accept Visa®, MasterCard®, American Express®, and Discover® cards. Only one credit card will be accepted per order as we are unable to process an order on two separate credit cards. We also accept financing offered by Synchrony and Concora Credit and leases from Acima Leasing. Click here to  learn more .

You can pay for online purchases using an Ashley Advantage™ credit card/account issued by Synchrony or Concora Credit.  Apply for credit here . If you already have an Ashley Advantage™ card/account through Synchrony or Concora Credit or have a lease with Acima Leasing, you can use it online. We are unable to accept Ashley Store cards issued by other financial providers.

For standard shipping, your credit card will be charged on the date the order ships.

For home delivery purchases, the credit card is charged on the day your order is delivered or the next business day.

A pre-authorization is a type of pending bank hold used to check an account for validity or approve funding for a purchase you attempt to make. A merchant may pre-authorize an amount before you make a purchase (such as ASHLEYFURNITURE.com order), then submit a final charge later (such as when your ASHLEYFURNITURE.com order ships to you). That final charge amount is often different from the merchant's pre-authorized amount.

Another type of pre-authorization charge is for a purchase that was approved but won't be posted to your account until later. Keep in mind, a charge may be pending for a few days, which essentially holds the pending funds for the intended purchase but does not charge them permanently. Once the permanent charge is posted, the pre-authorization charge will "fall off" your account. (Timeframe depends on your financial institution). Contact your financial institution if this does not occur.

1.  Ashleyfurniture.com will request one authorization against your credit card per order confirmation number.  The sum of the authorizations will equal the total of your order.
   
2. If “Submit” is clicked more than once or if an address is entered incorrectly, then there is a possibility that multiple pre-authorizations will be sent. Only one of the pre-authorization will be charged to your account upon shipment of your order.

The remaining pre-authorizations will drop off in accordance with your financial institution’s withholding periods. Ashleyfurniture.com is not responsible for these pending authorizations.

This number printed on your card provides a security feature for purchases made using your credit card. For Visa, MasterCard and Discover Card, it is the last three digits printed on the back of the card.

For American Express, it is the four digits printed above the account number on the front of the card. It generally appears to the right of your credit card number.

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