Skip to Main Content

CUSTOMER SERVICE

We appreciate the opportunity to serve each of our valued customers. For most questions regarding your purchase, you may contact the sales team at your purchase location.

In the event that you need further assistance, we’ve included some helpful contacts below. If you do not see the contact that best fits your need, we invite you to email customerservice@royalfurniture.com for help directing your inquiry. (Typically responds within 1 business day)

Delivery

Please note that once scheduled, our deliveries are confirmed through an automated phone system. Changes to confirmed deliveries must be made at least 48 hours in advance. Our complete Delivery Information and policies can be found online.

Schedule:
Memphis & Southaven 901-346-1446
Jackson, TN 731-660-1460
Madison, TN 615-750-9051
Brentwood, TN 615-750-9052
Trussville, AL 205-655-1410
Hoover, AL 205-582-2427

Track Delivery

Beginning 24 hours prior to your delivery, you will be able to track your appointment online by following the link below. You will need the 10-digit phone number used to make the purchase.

Track Delivery

Will-Call Pickup

For questions about your Will-Call purchase please view our complete Will-Call Information online.

Pickup Locations

Memphis-area will-call pickups are available at Royal Furniture Warehouse. Please call at least 1-hour ahead of your arrival.

MEMPHIS WAREHOUSE
Phone: (901) 346-1446
Address: 3374 Tranquility Drive, Memphis, TN, 38116
Get Directions
Office Hours: Tuesday - Saturday 8AM - 5PM
Will-Call Hours: Tuesday - Friday 1PM - 5PM
Saturday 10AM - 5PM

For our customers outside of the Memphis area, free pickup is available at the following regional locations by appointment:

JACKSON, TN
Phone: (731) 660-1460
Address: 2855 US Highway 45 Bypass, Jackson, TN 38305
Get Directions
Will-Call Hours: Tuesday - Saturday 10:00AM - 7PM

NASHVILLE, TN
Phone: (651) 750-9051
Address: 1791 Gallatin Pike North, Madison, TN 37115
Get Directions
Will-Call Hours: Tuesday - Saturday 10:00AM - 6PM

BIRMINGHAM, AL
Phone: (205) 582-2427
Address: 1615 Montgomery Hwy South, Birmingham, AL 35216
Get Directions
Will-Call Hours: Tuesday - Saturday 10:00AM - 7PM

Online Purchases

For questions about items you’ve viewed or purchased online, please call the number below. You can also find more information and policies about Online Purchase on our website.

Phone: 901-348-9184
Hours: Monday - Friday 9AM - 6PM

Warranty Department

Warranty claims can only be filed on Royal Credit accounts which are current. Merchandise on past-due accounts is not eligible for warranty service. Please make arrangements with your collections representative before filing a claim. For additional information on the types of warranties, please click here.

Standard Manufacturer Warranty
Please contact the customer service department for your purchase location





Memphis & Southaven: 901-346-1446
Jackson, TN: 800-573-9227
Nashville, TN Rivergate: 615-750-9051
Nashville, TN Cool Springs: 615-750-9052
Birmingham, AL Hoover: 205-582-2427
Birmingham, AL Trussville: 205-655-1410

Extended 4-Year Warranty
Furniture Care Protection Claims Department

Toll-Free: 888-705-4001
Email: claims@furniturecareprotection.com

Royal Customer Representative

Phone: 901-346-1446

Appliance Warranty
Manufacturer Warranty (within Year 1)

Toll-Free 800-432-2737

Extended warranty via Fortegra (purchased after 06-15-2017)

Toll-Free: 800-867-2216
Online: 4repairs.net

Extended warranty via Service Saver (purchased before 06-15-2017)

Toll-Free: 800-368-9780

Bedgear Performance Bedding Warranty

Toll-Free: 800-545-7125
Online: gmwarrantyservices.com
Hours: Monday - Friday 8:30 a.m. to 5:00 p.m.

Royal Furniture Billing Department

To make a payment or for questions regarding purchases financed on a Royal Furniture Credit Account

Phone: 800-294-8450
Online: payments.royalfurniture.com
Hours: Monday - Saturday 9:00 a.m. to 6:00 p.m.

For purchases financed through our third-party lending partners Synchrony and Wells Fargo, please see your service agreement for billing and contact information.

Customer Care

We appreciate the opportunity to serve each of our valued customers. For most questions regarding your purchase, you may contact the sales team at your purchase location.


We hope that you have had a great experience with Royal Furniture but should you need further assistance, we have a dedicated customer care representative available to help.

Phone: 901-346-1446
Email: customerservice@royalfurniture.com
Hours: Tuesday - Saturday 8:00 a.m. to 5:00 p.m.


Furniture Monthly Financing at Royal Furniture





Terms & Conditions

As a helpful resource for our customers, we've included our policies all in one place. If you have any questions about Royal Furniture's policies and service terms, your sales associate will be happy to help. You may also email customerservice@royalfurniture.com with additional questions.


Cancellation & Return Policies

Order Cancellation
Most standard orders may be cancelled for a full refund within a defined timeframe prior to customer receipt of the merchandise, some exclusions apply. Please call 901-346-1446 (option 3) to request cancellation of online orders. Special Order merchandise is excluded from our standard cancellation policy. Will-Call Pickups may be cancelled at any time prior to customer taking possession of the merchandise. Scheduled White-Glove deliveries may be cancelled at least 24 hours in advance of the first confirmed appointment. If cancelled within this time frame, the delivery fee is eligible for refund. Delivery fees are nonrefundable once a confirmed delivery has been attempted. Purchases with Curbside Shipping must be cancelled at least 48 hours prior to scheduled arrival. If an order is cancelled after the aforementioned time frames, an $89.99 handling fee will be charged. Special orders must be cancelled within 24 hours of purchase in order to be eligible for a full refund. Please call your purchase location or 901-346-1446 (option 3) to cancel.

Retuns & Exchanges
Royal Furniture may authorize returns or exchanges on eligible merchandise within 3 days of pickup or white-glove delivery. Please call customer service to inquire about return or exchange within three business days of your delivery or will-call pickup. Attempted returns and exchanges exceeding three days of possession will not be authorized. Special Order merchandise is not eligible for return. Additional exclusions apply, see policies for details. Eligible merchandise obtained at will-call pickup is subject to Royal Furniture’s standard return policy but must be transported in original condition back to the pick-up location within three business days. Please call customer service for arrangements regarding merchandise return. Royal Furniture will not make in-home appointments for pick up or exchange of will-call merchandise.

Exclusions to Standard Return Policy:
(A) Bedding Merchandise including mattresses, pillows and mattress protectors are excluded from Royal Furniture’s standard refund and exchange policy and are not eligible for exchange, reselection or refund. These sales are final once the merchandise has been received by the customer.
(B) Special orders are excluded from Royal Furniture’s standard cancellation and return policy. Special orders must be cancelled within 24 hours of purchase in order to be eligible for a full refund. Please call your purchase location or for online orders call 901-346-1446 (option 3) to cancel. In the rare event that Royal Furniture approves a request for cancellation of special order merchandise after the 24-hour cancellation period but before receipt of the merchandise, the customer will incur a 20% restocking fee. Special Order merchandise is not eligible for return or exchange.
(C) Purchases delivered outside Royal’s standard operating area are excluded from the standard return policy. Requests may be made for return or exchange within three days of taking possession of the merchandise, and will require written consent and shipping instructions from Royal Furniture to proceed if authorized. Original shipping fees are nonrefundable. If accepted for return, a 20 percent restocking fee will be charged and the customer may be responsible for return shipping costs. Unauthorized returns made to Royal Furniture will be returned to the customer freight-collect.
(D) Items purchased online do not qualify for Return if a) The customer received delivery of an item(s) with a finish, color or texture that is different from what the customer saw at the Royal Furniture website, any website other than Royal Furniture, at a physical furniture store, or recommendations received from a furniture sales representative. Finishes and colors online may not accurately represent the true color or pattern. b) Closeout, Clearance, discontinued, and surplus merchandise may not be returned. c) Bedding and linens are also non-refundable and cannot be exchanged.
(E) Value-Added items when included with a purchase may impact or void our standard return policy. Promotional items presented as value-added with qualifying purchase are not eligible for exchange, cash value or store credit. Merchandise purchased as part of a promotional package will only be considered for return or exchange when the entirety of the promotional package is eligible for return, and received in original condition and original packaging if applicable. Omission of any part of a packaged purchase may result in denial of the return or a partial refund. Free Mattress promotions with purchase of qualifying bedrooms include a mattress model determined by Royal Furniture with the purchase of specified bedroom items. If any portion of the qualifying purchase is returned, the promotion eligibility is no longer met and the customer will be subject to a fee at Royal Furniture’s discretion to account for the value-added mattress which is not eligible for return or exchange per Royal Furniture’s standard return policy as it pertains to bedding merchandise.

Exchanges, Reselection and Store Credit
For authorized exchanges or reselections, Royal Furniture will issue a store credit in the amount of the returned merchandise purchase price including sales tax. The return item must be returned to Royal Furniture’s possession in original condition before a store credit can be issued. Store Credit must be used within 30 days of issue at the original purchase location, unless otherwise instructed by customer service or a store manager.

Merchandise Availability

Purchased Merchandise
Individual product units are not assigned to any purchase order until the customer physically takes possession of the merchandise. Royal Furniture does not guarantee availability of purchased merchandise at the customer’s request. In certain circumstances including but not limited to an order being placed and purchased but delivery or will-call pickup being deferred due to home renovations, relocation, etc., the inventory status of the purchased item or items is subject to change. Royal Furniture may postpone delivery or will-call availability of the item or items until they are back in stock. In the event that the purchased item has become discontinued and Royal Furniture can no longer fill the order, Royal Furniture will issue the customer a refund for the missing portion of his or her purchase, or authorize a reselection in the form of store credit for the equal value (purchase price plus sales tax) of the discontinued merchandise.

Layaway Merchandise
Individual product units are not assigned to any purchase order until the customer physically takes possession of the merchandise. Royal Furniture does not guarantee availability of layaway merchandise at the customer’s request. In certain circumstances, merchandise purchased on a layaway program may be impacted by changes in inventory status. Royal Furniture may postpone delivery or will-call availability of the item or items until they are back in stock. In the event that an item or items being purchased on layaway have become permanently unavailable or discontinued and Royal Furniture can no longer fill the order, Royal Furniture will issue the customer a refund for the missing portion of his or her purchase, or authorize a reselection in the form of store credit for the equal value (purchase price plus sales tax) of the discontinued merchandise. If payments have been made toward the layaway purchase but are not yet complete, the refund or store credit amount will not exceed the amount that has been paid toward the merchandise by the customer.

Back-Ordered Merchandise
Please see Purchased Merchandise policy above. When merchandise is back-ordered or delayed beyond the customer’s expectation, he or she may elect to cancel the order for a refund, or request store credit for the value of the unfilled order to reselect different merchandise. Any merchandise on the same purchase ticket that has already been received will be subject to our standard return policy. If white-glove delivery is purchased and some of the merchandise is on back-order, Royal Furniture may arrange at their discretion to make a partial delivery of the items that are immediately available. When a partial delivery is made, Royal Furniture will complete a courtesy delivery of the back-ordered items once they become available and the customer will not incur a second delivery charge. In the event that the customer receives a partial delivery but cancels the back-ordered items, the received items are subject to standard return policy and the delivery fee will be nonrefundable. If an order is impacted by back-ordered merchandise and no part of the order is delivered or received, the customer is eligible for a full refund upon cancellation of the complete order.

Delivery Policies

Cancelled or Missed Delivery Appointments
If you need to cancel or reschedule your appointment, Royal Furniture requests 48 hours’ notice in order to properly pack and re-route our trucks. On the day of delivery, our drivers typically call ahead (to the number listed on the order) an estimated 15-30 minutes before their arrival, and are permitted to wait for up to 15 minutes at the customer residence if the customer cannot be reached. If the delivery team is still unable to reach the customer or gain access to the property with someone present 18 years or older, the delivery is considered a Not-At-Home and will be flagged for reschedule on the next available delivery date. Please note, the next available date may not be the next consecutive day, and may be further delayed by seasonal influxes or holidays. Our delivery team will attempt two confirmed delivery appointments to a customer location, if both attempts are unsuccessful due to customer Not-At-Home then the delivery fee is forfeited by the customer and the merchandise will be made available for customer pick-up at our Memphis warehouse, or at the regional will-call location nearest the customer. (Please see will-call policies and call ahead one hour prior to pick up.) If the customer wishes to attempt a third delivery appointment, Royal will charge either a 20% handling fee, or a new delivery fee (whichever is lesser and therefore in the customer’s favor) and the regular scheduling procedure will ensue, as outlined above.

Delivery Waiver:
If Royal’s delivery team attempts delivery and discovers that any purchased item does not fit into the space requested by the customer, or does not fit through doors, windows or passage ways necessary to move the furniture into the space requested, a delivery waiver will be required if the customer wishes for the delivery to be completed against our team’s recommendation. The waiver states that Royal Furniture is completing the delivery at the customer’s explicit instruction and clears Royal Furniture Company and crew from liability for any damages caused. This includes any perceived damages to home, furniture or other belongings. Royal Furniture is not liable for the inability to deliver furniture due to size or space restrictions in, or leading into the customer’s home. Should the delivery be aborted or refused due to space concerns, the customer can exchange or return the furniture for refund but may be subject to a 20% restocking fee. Delivery fees are nonrefundable.

Damages
Merchandise is thoroughly inspected by our warehouse prior to delivery and is released to delivery teams in good condition. Royal Furniture requires that someone 18 years or older is home at the time of delivery, and is authorized to sign for the receipt and good condition of the items purchased. Customers reserve the right to refuse delivery of any item due to damages caused in transit. Damaged furniture refused at time of delivery will not be subjected to a restocking fee, nor additional delivery charge for replacement. Customers also may opt to accept delivery of the damaged furniture until an even exchange can be made by our delivery team. However, damages of any nature should be clearly recorded on the delivery ticket before the crew leaves the premises so that photos can be documented for claim records. Photos and other documentation made by our crew does not imply nor admit fault, but is strictly for review by our claims department. In the rare event that damages are realized after the delivery team’s departure, the damage must be reported to Royal Furniture Customer Care 901-346-1446 or customerservice@royalfurniture.com within 3 business days. Royal Furniture is not responsible for any damages reported outside of this time frame and such instances will not be considered for any type of compensation including repair, replacement, refund, discount, reimbursement or settlement.

Will-Call Policies

Customer must have the pink copy of their Royal Contract or Online Purchase receipt and a valid government identification in order to take possession of purchased merchandise. Our experienced staff will help load your items and have twine available to secure them. Please note that with free Will-Call pickup, the customer is responsible for any required assembly of the merchandise. Delivery is available for purchase in select areas. Will-Call merchandise must be thoroughly inspected by the customer prior to loading into the vehicle. A signature is required by the customer or eligible representative of the customer to complete the will-call pickup and confirms that the merchandise was received to completion and in good condition. Though our staff is available to help with the loading process, it is the customer’s responsibility to properly load and secure will-call merchandise onto their vehicle. Once the merchandise leaves the warehouse, it is in the sole care of the customer or customer’s representative. Royal Furniture is not liable for damages or loss in transit.

Service and Warranty
In rare cases when parts or hardware are discovered to be missing after leaving the Will-Call pickup location, or prior damages are found to have penetrated the protective packaging of boxed items picked up from Will-Call pickup location, these missing parts or damages must be reported within 3 business days of the pick-up by calling Royal Furniture Customer Service 901-346-1446 (option 2) or emailing customerservice@royalfurniture.com. The customer is responsible for returning to the pick-up location to exchange the damaged items or obtain the missing parts. Royal Furniture will not make home deliveries to replace, repair or service merchandise nor supply missing or damaged parts for a Will-Call pickup. Should a customer file a warranty claim on merchandise that has been picked up at a Will-Call location, an assessment may be conducted at the customer’s home by a third-party repair company at the warranty department’s discretion. If it is determined that the damage is indeed covered by the manufacturer’s warranty, repairs will be made in accordance with the manufacturer’s warranty guidelines. If the damage is covered under the warranty but is beyond repair and therefore eligible for exchange or reselection, the customer is responsible for transporting the damaged merchandise back to their Will-Call pickup location and obtaining their new merchandise. If the customer would prefer home delivery, Royal Furniture’s Delivery service is available for a fee of $119.99 within our standard service area, and will include delivery and installation of the customer’s replacement merchandise to the exact room of their choosing, as well as removal of the damaged merchandise in the same visit. Customers outside our standard service area may be eligible to purchase delivery service for an increased fee. Please see our Delivery policies for additional information, or contact your sales associate for more details.

Special Order Policies

Warranty
Most special-order merchandise will include a standard manufacturer limited warranty. Customers also have the option to buy an extended warranty for an additional fee at the time of purchase. Please see warranty policies for a complete understanding of coverage details and restrictions.

Down Payment
Special Orders purchased with financing will be subject to a twenty percent down-payment. The down-payment is nonrefundable if order is cancelled after the 24-hour cancellation period.

Cancellation
Special orders may be cancelled for a full refund within 24 hours of purchase. Please call your purchase location or 901-346-1446 to cancel. In the rare event that Royal Furniture approves a request for cancellation of special order merchandise after the 24-hour cancellation period but before receipt of the merchandise, the customer will incur a 20% restocking fee or forfeit their twenty percent down-payment if finaced.

Returns
Special Orders are excluded from Royal Furniture’s standard refund and exchange policy. Special Orders are not eligible for return or exchange.

Warranty Policies

Standard Warranty
Royal is proud of the quality we offer our customers. However, if there is a problem, the manufacturer typically covers its product for one year from the date of purchase. To request service on damaged or defective merchandise, please contact the customer service department for your location.Royal Furniture warrants to the original purchaser that merchandise will be free from defects in materials and workmanship under normal use for a period of one (1) year following the date of original delivery or pick-up. Damage must be reported within five (5) days of occurrence at the original delivery address to be considered eligible under the warranty guidelines. If Royal Furniture determines that merchandise is defective under manufacture guidelines, Royal Furniture will repair or replace, at its discretion, the affected item only (not the set, suite or collection). If the affected item cannot be repaired or replaced, as determined by the manufacture guidelines, Royal Furniture may issue the reselection of a new item of equal or lesser value to the original purchase price of the defective item. Furniture rated for residential use has a warranty for residential use only. If Royal determines that damage is due to customer abuse, the warranty is nullified. For warranties to apply, all accounts with Royal Furniture must be current to receive service. Items requiring service may be scheduled and repaired by a third party.

Extended Warranty
Extended Warranties are offered throught third-party companies which provide supplemental coverage outside of the item's manufacturer warranty. Refer to your service agreement for specifc coverage and exclusions. For extended warranty claims, Royal Furniture will strictly adhere to the coverage policies and guidelines of the third-party extended warranty provider.

Royal Credit Account Policies

Delivery Appointments
Please note that purchases on a Royal Credit account may require up to 5 business days for processing before delivery can be scheduled. Appointment requests, even those notated on a purchase ticket, are not guaranteed until the credit application is fully processed; this includes contacting references and confirming proof of income. If you are unsure whether your application is processed and ready for delivery, please contact your sales associate to inquire.

Merchandise Availability
Payment due dates are not dependent on merchandise delivery or availability. All financed merchandise will be subject to the original payment timeline, regardless of merchandise availability. Failure to make on-time payments will result in late fees and could negatively impact your credit score.

Individual product units are not assigned to any purchase order until the customer physically takes possession of the merchandise. Royal Furniture does not guarantee availability of purchased merchandise at the customer’s request. In certain circumstances including but not limited to Layaway orders, Backorders or an order being placed and purchased but delivery or will-call pickup being deferred due to home renovations, relocation, etc., the inventory status of the purchased item or items is subject to change. Royal Furniture may postpone delivery or will-call availability of the item or items until they are back in stock. In the event that the purchased item has become discontinued and Royal Furniture can no longer fulfill the order, Royal Furniture will issue the customer a refund for the missing portion of his or her purchase, or authorize a reselection in the form of store credit for the equal value (purchase price plus sales tax) of the discontinued merchandise. If payments have been made toward the layaway purchase but are not yet complete, the refund or store credit amount will not exceed the amount that has been paid toward the merchandise by the customer.

When merchandise is back-ordered or delayed beyond the customer’s expectation, he or she may elect to cancel the unreceived portion of the order for a refund, or request store credit for the value of the unfilled order to reselect different merchandise. Any merchandise on the same purchase ticket that has already been received will be subject to Royal’s standard return policy. If white-glove delivery is purchased and some of the merchandise is on back-order, Royal Furniture may arrange at its discretion to make a partial delivery of the items that are immediately available. When a partial delivery is made, Royal Furniture will complete a courtesy delivery of the back-ordered items once they become available and the customer will not incur a second delivery charge. In the event that the customer receives a partial delivery but cancels the back-ordered items, the received items are subject to standard return policy and the delivery fee will be nonrefundable.
If an order is impacted by back-ordered merchandise and no part of the order is delivered or received, the customer is eligible for a full refund upon cancellation of the complete order.

In specific circumstances, the store manager at the purchase location may authorize to postpone the first payment on the account to accommodate delayed merchandise. Such arrangements must be made prior to first payment due date. Late charges will not be dissolved when such arrangements are requested after the payment due date has already been missed. It is the customer’s sole responsibility to keep track of and meet billing due dates.

For questions regarding your account please contact the collections department toll-free at 800-294-8450.

Warranty & Services
For warranties to apply, all accounts with Royal Furniture must be current to receive service. Items requiring service may be scheduled and repaired by a third party.

Late Charges
Royal Furniture Accounts are granted a 15-day grace period of their payment due date. Payments posted after 3PM on the fifteenth day will incur a late charge.

Refunds
For authorized returns meeting the requirements of Royal Furniture’s Return Policy refund method will be determined at Royal Furniture’s discretion. Most often refunds will be issued to the original form of payment. Purchases made on Royal Furniture in-house credit account which are authorized for return will be eligible to receive refund of the down payment back to the credit or debit card used. For down payments made by cash or check, Royal Furniture may require seven business days for processing. Refund checks may be made available to the customer either in-store or by mail to the customer’s home address at Royal Furniture’s discretion. For financed purchases with no down payment, the financing contract will simply be cancelled. Refunds will only be issued once all associated merchandise is returned in original condition to Royal Furniture’s possession.

Start a Room Plan