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ONLINE ORDERS

Order Delivery and Pickup Options

Online orders may be eligible for Will-Call Pickup from our Memphis Warehouse, in-home White Glove Delivery, or Curbside Shipping.

Will-Call Pickup is available at our Memphis warehouse by appointment, free of charge. The order must be picked up by the person who made the purchase and he or she must have the order receipt, a valid government identification, and the credit card used to make the purchase. Our experienced staff will help load your items and have twine available to secure them. 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. See Will-Call policies for additional informaion.

White-Glove Delivery is available within our standard delivery area for a fee of $119.99 and includes expert delivery and set up within the exact room of your choice. Customers outside our standard delivery area may be eligible for White Glove Delivery on designated days of the week for an increased fee of $149.99. Please inquire with customer service 901-346-1446 (option 3) to confirm whether delivery is available in your extended area. See Delivery policies for additional informaion.

Curbside Shipping is available on select items ordered outside our extended delivery area for $119.99. Products are shipped via UPS Ground or common carrier (freight company) depending on the overall size of your order. If your order is shipped via common carrier, you will be contacted one to two days in advance to schedule a Monday through Friday curbside delivery appointment. The customer or customer’s representative must be present to assist the delivery driver with unloading and to sign for the order. Additional assistance may be needed based on the size of the order. It is the customer’s responsibility to transfer the furniture inside the home.

Factory Direct items are specifically marked on royalfurntiure.com. These items have shipping included in the list price as these items are sent to the customer directly from the manufacturer's warehouse, via curbside shipping. Royal Furniture does not stock these items and they are not eligible for white-glove delivery or will-call pickup.

Royal reserves the right to refuse shipment of goods which cannot be adequately and safely serviced through a 3rd party shipper. In the event an order is refused by Royal Furniture, the customer will be issued a full refund of their merchandise, tax and delivery charges.

Special Orders

Special Orders refer to any merchandise that Royal Furniture does not regularly stock in its warehouse but is available for purchase either online or through a store sales associate. This merchandise is not eligible for Royal Furniture’s advertised sales, discounts or promotions.

Special orders are filled by the manufacturer upon customer purchase request and may take 4-6 weeks to arrive. Your sales associate or online orders department will typically be able to update you on the status of your order after two weeks. Availability of Special Order merchandise is not guaranteed. If for any reason the special-order merchandise is no longer available, Royal Furniture assumes no liability, but will refund the deposit in full. See Special Order policies for additional informaion.

For questions regarding special-order purchases, availability and lead times, or issues with a special-order item, please call our Online Orders department.

Phone: (901) 346-1446 (option 3)
Hours: Monday – Friday 9:00 a.m. to 6:00 p.m.

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.

Return Policy

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.

Customer Service

Store Purchases
For inquiries regarding merchandise purchased at a store location, please contact your sales associate.

Online Purchases
For merchandise inquiries and tracking for an online order, or to make changes to an online order:

Phone: (901) 346-1446 (option 3)
Hours: Monday – Friday 9:00 a.m. to 6:00 p.m.

Customer Care Department
For additional assistance not pertaining to merchandise inquiries or order tracking:

Phone: (901) 579-2328
Email: customerservice@royalfurniture.com
Hours: Tuesday - Saturday 8:00 a.m. to 5:00 p.m.

POLICIES

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.

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