Shipping & Returns

Item Info & Pricing

Casual Furniture World reserves the right to change item pricing or information at any time. As a result, prices on our website may not be accurate. If an item is ordered off of the internet before we have updated our prices, the purchaser will be notified and given the option to cancel or pay the difference. If the price of an item is lowered after a purchase is made, Casual Furniture World will not be responsible for the difference.

In some instances, we may show a picture that does not exactly match the product but helps illustrate what it will look like. Some examples include: wood stoves where we only have a picture of one color but we are offering several colors; gas logs where we show a 24 inch log set but offer other sizes, etc. In these instances, we will ship you the item you order (even though it may be slightly different than the image). Please check the product information and specs before you purchase.

Price Match Policy

If you find a lower price on an identical item at a local or online retail competitor (including shipping and delivery fees), just show us the competitor’s current ad or show a printout, photo, smartphone display, or app, and we’ll match their price. If the price is actually below our cost (plus shipping and handling), we'll offer the product to you at our cost (plus shipping and handling).

Offer Details & Exclusions for Discounts & Coupon Codes

Please note that a promotional coupon code may not work for all brands. Some of our products are already set to the minimum price the manufacturer will allow us to advertise, as per Minimum Sell Price policy.

Shipping Specifications

Our in-stock orders will probably take about 7-14 business days to reach a customer. Any custom orders will take approximately 6-52 weeks. Direct shipments are made to continental U.S. locations only.

Casual Furniture World does not charge shipping on items with a free shipping icon next to them on our website when shipped to US locations, except for Alaska and Hawaii. Shipments to Alaska and Hawaii are not eligible for free shipping, and the customer is responsible for all duties and tariffs on shipments to those states*.

*Free shipping applies to boxed products only. If the products are assembled or require store assembly due to the manufacturer's warranty requirements we will contact you to give you the correct shipping price. Most of the time these products will not be available to purchase online and will have "call or chat" in place of the price.

We use UPS or FedEx for smaller items, and larger items go freight. We reserve the right to choose which freightway carries your shipment. We do not, however, control the shipping companies (freight or UPS). Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot make a delivery happen on a certain day, and we can only approximate delivery times as we only have the information the delivery company makes available to us. Please understand that our staff would love to have more direct control over shipments so that we could ensure an amazing customer service experience every time.

All shipments, unless specifically denoted, are curb-side shipments. All larger shipments, shipped via freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, Casual Furniture World cannot be held responsible for damages that may occur during delivery.

Remote or hard-to-reach areas (example: Martha’s Vineyard, etc.) may incur additional shipping fees. This applies to Free Shipping and regular shipping orders. If this is the case with your order, a Customer Service representative will contact you promptly to notify you of any additional charges.

It is the customers’ responsibility to inform us of any problems with this type of delivery at the time of purchase. Casual Furniture World is not responsible for shipping costs on merchandise not delivered due to a shipping companies inability to deliver to a particular location. Certain circumstances may include but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant establishments.

If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping both ways. Orders for larger items that must ship freight require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.

Returns

Casual Furniture World wants to make sure that your shopping experience is an excellent one and if for some reason, a product is not to your satisfaction, we can offer solutions.

Item(s) must be in unused, unassembled condition and returned in the original packaging within 30 days of delivery.

Items that are not eligible for return include the following:

Used items, including items that have been installed or assembled.
Clearance items.
Warehouse Deal Items.
Custom-made, special-order and made-to-order products.
Items marked “non-returnable” in the item description.
Items requested outside of the 30-day return period.

If your item qualifies for return you can start the process with the “Submit a Return Request” button below. Please be aware of the following information regarding how this process will proceed:

All shipping (to and from) costs are deducted from the refund.
You will receive an email confirming we received your request that will include additional details on the process.
An itemized Return Authorization, return shipping labels, and detailed instructions will be emailed to you upon approval. Approved returns must be returned within 30 days of receiving approval.
If your return will be coming back via freight truck, we will require you provide us a photo before your return will be authorized. This can be as simple as a cell phone pic! We just need a “before” picture in case there is any damage to the item on its way back to us.
Your return must be properly packaged in the original outer & inner packaging to help reduce damage and include all original parts, manuals, pieces, packing slips, etc.
After Casual Furniture World receives and inspects the return, your refund will be issued. The processing time for the refund will depend on the payment option used for the order.
Any items returned outside of this process or 30-day period are not eligible for a refund.
Any items returned on your own are not eligible for a refund.

Defective

In the rare instance that you receive a defective product, most of the manufacturers we carry have great processes to assists so you should check your manual for details.

If you are advised to contact us, our knowledgeable Support team will guide you through the manufacturer’s warranty process. Please be aware of the following information we need and how the process normally proceeds:

The defective item must still be within the manufacturer’s warranty period.
You will need to supply any serial numbers, a description of issue, and any pictures or video depicting the issue.
Casual Furniture World are the experts, so we will attempt to troubleshoot with you to verify that it is a defect.
We report this to the manufacturer to begin the claim.
The manufacturer will review the claim, then they will approve or reject it.
The time for the manufacturer to respond may vary depending on the manufacturer’s internal processes.
If approved, the warranty process begins and service, parts, repair or any combination of those as needed will be provided in accordance with the manufacturer’s warranty.
Some parts or items may need to be returned to the manufacturer for quality control. We will advise you of this.
Casual Furniture World is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods. We recommend that you wait to schedule installation until after your order has arrived and items have been fully inspected.

All shipments should be opened and inspected within 48 hours of delivery in accordance with our Delivery Inspection policy. It is recommended that you check for visible defect at this time as well as damage to prevent any delays with getting to use your item(s).

If your item has a defect outside of the warranty period:

We will not be able to facilitate a claim to the manufacturer.
Any replacement parts or whole units at this point can be purchased by you through Casual Furniture World. Contact us for pricing and availability
Parts or whole replacement units may not be available for discontinued items.

Damages

If you receive a damaged item, you must notify us within five (5) business days of delivery. Open and inspect all items upon delivery. If you are not installing your product right away, you will still need to open and inspect everything for damage.

Damage reported within 5 business days of delivery:

Refuse the item with the carrier if you’re able to do so.
If you accept the item, report damage to us (after inspecting box and inner items/contents) within 5 business days. Call 336-443-6789
We will then offer parts, a discount to keep as is, or allow a return for refund/replacement.
Item can NOT be used in any way.
If you choose to keep the item for a discount, you have 5 business days to reply to accept or reject the discount offer from us (again, do not use your item during this time until final offer/resolution is agreed upon).
Keep all of the packaging, the box and all items/pieces, in the event the item needs to return to us.

Damage reported after 5 business days:

No refunds, store credits, or free parts will be offered or issued. This is non-negotiable. We will only be able to sell you replacement parts for a repair.
This is outside of our time frame to file any claims with the carrier or manufacturer/shipping warehouse.
Since no return will be approved during this time, you are free to use the item, if you wish.
We may require pictures of the item to determine the parts potentially needed.