What are your Customer Service hours and phone number?
Monday - Saturday - Eastern
Sunday - Eastern
Call: 1-888-709-5380 Option #1
Text: ROOMS (76667) Keyword SALES
Monday - Friday - Eastern
Saturday - Eastern
Text: ROOMS (76667) Keyword CARE
Where do I go to get parts?
Missing Parts: If you are missing parts from delivery, please contact our customer care center at 1-800-766-6786. An agent will need to confirm your request to be sure the correct part is ordered. For best results, please have your order number available when calling.
Replacement Parts: If you are seeking to purchase replacement parts not covered under our service warranty, please contact our customer care center at 1-800-766-6786 so that we may check the availability and cost of the parts you seek to order. This may include drawer handles, cushion casings, and cushion cores or other attached parts.
Note: Parts available at our distribution center may take 3-5 days for delivery by ground mail. All other Items may take 3-5 weeks for delivery and are shipped directly from the manufacturer to your home delivery address.
Who do I call if I have a problem?
We have an Internet Sales Support Staff ready to help you with your questions about our products and services. Please visit the support section of our web site for further information.
What are the Terms and Conditions of Sale?
Delivery / Shipping
Where does Rooms To Go deliver?
Does Rooms To Go charge for shipping and delivery?
How do you charge for shipping. Is it by weight or number of pieces?
Shipping costs are generally determined by distance and number of items.
Can I track my order?
Yes. You will need to have your order number ready when you call our Customer Care Center.
What are my shipping options?
Delivery is available for a majority of our furniture. We offer full service delivery for an additional charge, which includes furniture inside your home, assembly for most items and packaging removal. We also offer Doorway Delivery for free or reduced charge which will drop your furniture in the first room of your home, with no assembly or packaging removal. Most decorative accents and items shipped directly from the vendor will utilize UPS Standard Ground Shipping.
Will I be contacted regarding my delivery?
Yes. After your purchase has been made and confirmed, you will receive an order confirmation via e-mail. The order confirmation will include the items you have purchased, the amount paid, delivery date, shipping and billing addresses and a confirmation number. Based on your preferences, you will receive an email or text 2 days prior to delivery that provides an estimated 4 hour delivery window within 7 am to 10 pm. Also, you can click Order Status to change your delivery date or check your delivery time frame, once scheduled.
If you need to change your delivery date please contact one of our Customer Service Representatives. They are available to take your call Monday-Friday 8:00am-8:00pm, and Saturday 8:00am-6:00pm EST. Please remember to report all problems immediately so that we can correct the problem in a timely manner.
If you have purchased Online please call 1-888-709-5380.
If you have purchased in our Store please call 1-800-766-6786.
What if my merchandise is delivered damaged?
If there is a problem with your furniture during delivery, you can contact one of our Customer Service Representatives. They are available to take your call Monday-Friday 8:00am-8:00pm, and Saturday 8:00am-6:00pm EST. Please remember to report all problems immediately so that we can correct the problem in a timely manner.
If you have purchased Online please call 1-888-709-5380.
If you have purchased in our Store please call 1-800-766-6786.
Will you help me setup my furniture?
When you select full service delivery option, most furniture is delivered from the truck to the inside of your home and is set up for you. Exceptions are selected items (including, but not limited to, occasional tables, sofa tables, entertainment consoles, some dining tables), which require some assembly on your part. These items usually say "partial assembly required" on the product information page and will not be assembled by the driver. Please note that no furniture assembly is included with Doorway Delivery.
Will my furniture need assembly?
Most of the furniture we offer for delivery is fully assembled and will be set up for you, when you select full service delivery. Some furniture (including, but not limited to, occasional tables, sofa tables, entertainment consoles, some dining tables), however, may require some assembly on your part. These items usually say "partial assembly required" on the product information page and will not be assembled by the driver. Please note that no furniture assembly is included with Doorway Delivery.
Will I be charged sales tax?
Applicable sales tax will be added during checkout for orders shipping to: Alabama, Arkansas, Connecticut, District of Columbia, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, New Jersey, New York, North Carolina, Pennsylvania, Ohio, Oklahoma, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, West Virginia and Wisconsin.
Can I pick up my furniture?
If you purchase in one of our showrooms, customer pick up at one of our central Distribution Centers is available depending on where you make your purchase. In some markets, pick up may also be available at various showroom locations. Pick up locations and hours vary according to your place of purchase. Please ask a salesperson for details in your local market. Some orders placed online can be picked up at one of our central Distribution Centers. If the order qualifies, choose "Pick Up" under delivery options in checkout.
If I'm buying furniture for multiple rooms, are delivery costs less than placing multiple orders?
Generally a lower delivery fee will apply if all items are delivered at once compared to separate deliveries.
Can you deliver furniture and leave it outside of my house?
For select zip codes, there is a free doorway delivery option where the drivers will have you sign for at the door or entryway and then leave it there. The free doorway delivery option does not include set up or disposal of packaging.
Do you remove and dispose of old furniture when you deliver new?
We do not offer removal of existing furniture items, however, we do offer mattress removal with the purchase of a new mattress, if full service delivery is selected. As long as the mattress you are replacing is not heavily soiled, we are able to remove it at no additional charge. Please note that Doorway Delivery does not include mattress removal.
Can I make a credit payment online?
Does roomstogo.com offer financing?
We offer the Rooms To Go credit card. You may apply in store, by clicking this link or by clicking the “Apply Now” button in your shopping cart. If you are approved, you can use your Rooms To Go credit card immediately online or in the local showroom. In stores, we also offer additional financing options.
What Forms of Payment does Rooms To Go Accept?
What is your policy regarding International Credit Cards?
Please contact Internet Sales Support if you are interested in placing an order to an international address or in using a credit card issued from an international bank. Internet Sales Support is available Monday - Saturday 9:00am - 10:00pm EST, Sunday 11:00am - 7:00pm EST at 1-888-709-5380 Option #1 or via email internetSalesSupport@roomstogo.com.
When will I be billed for my furniture if I financed my purchase?
Rooms To Go policy is to collect the amount equal to delivery and sales tax as a down payment on all financed orders.
Customers will begin to receive statements from the finance company within 60 days following the date of delivery. You will not be billed or receive a statement prior to accepting the furniture into your home.
Is a layaway option available?
Is there a rent-to-own option available online?
How can I purchase items using Bitcoin, Ethereum and other cryptocurrencies?
All available inventory can be purchased with cryptocurrencies at roomstogo.com through BitPay by choosing BitPay as the payment method at check out. Rooms To Go does not have control over blockchain congestion. If the transaction through BitPay takes more than one (1) hour, your order will be cancelled. If that happens, the items you selected to purchase will still be in your cart for check out using another payment method.
Privacy and Security
Is your site secure?
Yes! Security remains the primary concern of on-line consumers, and here at Rooms To Go we have taken the necessary steps in securing your online information. We have implemented secure connections on your Checkout Process, as well as your Account Information.
Will you sell my information?
No. The information that roomstogo.com collects will not be sold to a third party. Your information is used by roomstogo.com to better our site and make it more convenient for you, our valued customer.
What if my billing and shipping address are different?
Online retailers are subject to a considerable amount of fraudulent purchases if steps are not taken to protect against them. Online purchases do not allow for physical ID verification, therefore, we require that all online purchases be delivered to an address that has been verified through the customer's billing account. This allows us to ensure we are delivering to the person whose account is charged for the purchase.
Returns, Cancellations and Warranties
What is your cancellation and return policy?
How do I setup a return?
How do I cancel an existing order?
You can contact internet sales at (888) 709-5380, Option #1 to cancel the order.
If I buy online and I decide I don’t like it in person, what is the return policy?
Online customers may return a purchase within 48 hours of delivery if the merchandise was not as expected. Refunds will be for the amount of merchandise and tax, but not the delivery charge. You may incur a pick up, redelivery restocking or other fee for certain returns and exchanges including Doorway Delivery, mattresses and box springs.
Can I return my items to your store?
Where can I get warranty information on merchandise?
Does the 30-day price guarantee still apply if you buy online? Is it 30 days from purchase or from delivery?
We have a 30 day price match guarantee. If an item goes on sale before delivery you may contact us for a credit back to your card for the difference in price. If an item goes on sale within 30 days of delivery, you may contact us to issue a store credit for the difference in price. The store credit may be applied to any future purchase online or in a showroom.
What's accidental damage?
How much is the extended service contract and what does it include?
The price of the extended service contract varies by item. It covers accidental stains and damage to the furniture as well as extended coverage of certain defects, for 3 years. You can find the full terms of the extended service contract here
What is the return/refund policy if I purchase using cryptocurrencies through BitPay?
Any refunds will be subject to the online Terms and Conditions of Sale, Limited Product Warranty and Dispute Resolution/Arbitration Agreement and be paid by Rooms to Go in the form of a check in U.S. Dollars based on the amount(s) set forth in your sales order. The refund will not be made through BitPay or with cryptocurrency. For example, if the sales order shows a sofa purchase for $1,000 U.S. Dollars, and you are entitled to a full refund for that sofa, you will receive $1,000 in U.S. Dollars, minus any delivery or restocking fee, regardless of the amount paid in cryptocurrency or the value of the cryptocurrency at the time of the order or the return
Does the color of the physical merchandise differ from what is on the site?
Because settings on individual monitors vary, it is often hard for us to show the exact color(s) of each item. All images have been optimized to look their best on a variety of different platforms, browsers, and monitors. If you have questions about a particular color of an item, you may wish to email or call our Internet Sales Support Staff at 1-888-709-5380 Option #1 or via email internetSalesSupport@roomstogo.com. Additionally, you can visit a local showroom.
What if I receive an error during checkout?
Because settings on individuals' browsers vary, along with a host of other conditions affecting online transactions, you may receive an error during our checkout process. We apologize for any inconvenience this may cause. Please call or email our Internet Sales Support Staff at 1-888-709-5380 Option #1 or via email internetSalesSupport@roomstogo.com to complete your transaction.
Can I view furniture from online in a Showroom?
Can I redeem my gift card online?
Yes. Shop online and choose the merchandise you wish to buy and add it to your shopping cart. At Checkout, a space is provided to enter the gift card number, which is located on the back of the gift card, as well as the PIN number, also provided on the back.
Which materials are waterproof or water resistant?
Can I choose a couch and a chair in the same set to be different colors?
How should I choose living room furniture for a larger family?
Are sleepers comfortable enough to sleep on?
How far do recliners actually recline?
Are the prices shown online different in the store?
Can I choose my own tables from a living room set?
Can I get the chaise on the opposite side of what is shown in the picture?
Do you sell your floor models?
Do you sell box springs or foundations separately from mattresses?
Do you still offer a buy the room and get the tv package?
I missed a sale last weekend. How can I make sure I don’t miss out on any specials in the future?