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Frequently Asked Questions


Furniture Care

Cleaning

How should I care for my upholstered furniture?

Taking proper care of your new upholstered furniture will help keep it looking beautiful for many years. Remember, the same amount of dust that builds up on your end tables, coffee table and television also builds up on your upholstery; it's just not as noticeable on fabric. To preserve that showroom look, vacuum your upholstered furniture regularly using the wand attachment.

  • If possible, flip and rotate your cushions once a month. This will ensure even fabric fading and foam core wear.
  • If there are zippers on the backs or arms of your furniture, don't hesitate to unzip them, reach inside and fluff the stuffing. It'll keep your furniture looking new longer.
  • Have your upholstered furniture cleaned by a trained, insured professional. It's a small investment that will extend the beauty and life of your furniture.

Make sure to clean up spills immediately before they soak in. If you haven't purchased your new furniture yet, we highly recommend our Platinum Protection Plan. It protects against food, beverage, gum, ink, nail polish, bleach, glue, grass, mud, grease stains and more for 5 full years!

Here are some upholstery cleaning codes and what they mean to you:

W: Spot clean with water-based upholstery shampoo or foam upholstery cleaner. Avoid soaking the fabric. Use a professional cleaner for overall cleaning

S: Use a water-free upholstery cleaning agent for occasional spot cleaning. Don't use water—it may cause shrinking, bleeding or water spots.

WS: Use either water-based or solvent-based upholstery cleaners to spot clean.

X: Don't use any cleaning chemicals. Instead, use a nonmetallic brush to loosen soil from the fabric. This cleaning code is most commonly found on silk- and satin-upholstered products.

How do I clean my leather furniture?

Use a leather-upholstery-specific cleaner on your leather furniture. Never use anything harsh to clean it, such as saddle soap or mink oil. Most large grocery and department stores sell appropriate leather cleaning products. After you clean the leather, apply leather-upholstery-specific conditioner to keep it supple and buttery soft. If you have more questions about caring for your new leather furniture, feel free to call your home furnishing consultant and he or she will be happy to help.

Service and Repair

My furniture's fabric is pilling. What can I do about it?

Here's the good news: pilling isn't a fabric defect. It is simply the fabric's tendency to release excess fibers that become trapped in the weave. You can maintain pilling easily using a fabric shaver, which you can find at most discount stores. Using a fabric shaver on a regular basis will control pilling until the fabric stops shedding.

If I move to an area without a Raymour & Flanigan showroom nearby, will I still be able to get my furniture serviced if needed?

If we normally deliver to your new area, even if it's a couple hours away, we'll still provide service. If you move out of our seven-state footprint, you may be referred to a local, trusted furniture repair technician. We'll be happy to help you by contacting the manufacturer for assistance in resolving your situation. Also, please remember that many manufacturers' warranties are voided when you move or if your furniture is damaged in transit from your old home to your new home. If you only need a part, we can arrange to have the part shipped directly to your new address in most instances.

For more help, please feel free to contact our customer care department at 1.866.383.4484 (select option 2).

How long will it take for my furniture part to arrive?

It takes approximately two to four weeks for a part to arrive. When it does, we will contact you to schedule installation at your convenience.

How do I know what time the furniture repair technician will arrive at my home?

The furniture repair technician will call you the day before your service date and give you a time window for his or her arrival.

Platinum Protection

I purchased the Platinum Protection Plan and I have a spot/stain on my furniture. Will someone come to my home to clean it?

To file a claim or ask questions about your Platinum Protection Plan, please call our Platinum Protection line at 1.866.383.4484 (select option 2).

Manufacturers' Warranties

What is the warranty on my furniture?

At Raymour & Flanigan, we stand behind our quality products. We are committed to upholding manufacturer warranties during their specified time frame. If furniture covered by a manufacturer's warranty is unable to be repaired during the warranty period, we will replace the damaged piece of furniture with the same model. If the same model is no longer available, you may choose a replacement item.

To ensure we provide you with the best customer service experience possible, please be aware of the following when you choose a replacement item:

  1.  A Raymour & Flanigan store manager will do everything he or she can to ensure you're completely satisfied with your replacement item. Please be aware that if your replacement furniture's everyday selling price is greater than the original purchase price of the item being replaced, you will only be responsible for the cost of the difference plus applicable tax. If a less expensive item is selected, you will not be responsible for any additional cost.
  2. If your replacement item doesn't match the other piece(s) of the same collection you purchased at the same time and the other pieces are still covered by the manufacturer's warranty, we'll happily offer you a one-time option to replace the other piece(s) of your collection for a usage fee. The usage fee shall be equal to the greater of twenty percent (20%) of the original invoice price of the other pieces or two percent (2%) of the original invoice price of the other pieces for each month (or partial month) between the date of delivery and the date of your claim.
  3. To expedite your replacement, you must accept delivery of your replacement item within 10 days from the date we agree to replace your furniture.
  4. As an additional convenience, if your furniture needs to be serviced after the manufacturer's warranty expires, we can provide an in-home visit by one of our expert service technicians. Please contact our Customer Care Center to set up an appointment and receive information on applicable charges.


Delivery

Delivery Process

How does the delivery process work?

Furniture Delivery Within Our Guaranteed 3-Day or Less Delivery Zone & Extended-Local Delivery Area
(3-Day or Less Zone: Connecticut, New Jersey, New York; most zip codes in Delaware, Massachusetts and Pennsylvania; and parts of Vermont, New Hampshire, Rhode Island and Maryland Extended-Local Zone: Washington DC and many zip codes in Maine, Maryland, New Hampshire and Vermont)

We're committed to meeting and exceeding your expectations. First, we schedule your delivery on the next available delivery day. Then, we call you one to two days prior to your delivery date to give you a delivery time window and confirm any necessary details. Finally, we open, inspect and assemble your items prior to delivery to ensure the highest standard of quality.

In-Home Delivery to VA, NC, SC, GA & FL
First, we schedule your delivery through a trusted, contracted delivery service. They will call you one to two days prior to your delivery date to give you a delivery time window and confirm any necessary details. Finally, they'll open, inspect and assemble your items prior to delivery to ensure the highest standard of quality.

Home Decor & Online Only Labeled Product Delivery
Home decor items, which include table lamps, wall art and decor, florals, throw pillows, and all product labeled online only can be shipped anywhere in the continental USA free of charge. They're generally shipped FedEx within two business days and should arrive within 5-10 days.

Area Rug Delivery
Rugs can be shipped anywhere in the continental USA free of charge. They're shipped UPS directly from the manufacturer. Deliveries are typically received within three weeks, but some could take up to six weeks. Please call our ecommerce department at 1.866.383.4484 (option 3) if you have questions about a specific rug.

Who delivers my new furniture to my home?

Delivery Within Our Guaranteed 3-Day or Less Delivery Zone & Extended-Local Delivery Area
Your furniture will be delivered by a Raymour & Flanigan Delivery Team. First, they'll open and inspect your items prior to delivery to make sure they meet our high quality standards. Then, they'll set up and assemble your furniture in your room of choice. Please note: they will not move your existing furniture. For a timely and safe delivery, please make sure your room is ready.

In-Home Delivery to VA, NC, SC, GA & FL
A trusted, contracted delivery service will ensure your new furniture is placed carefully inside your home. First, they'll open and inspect your items prior to delivery to make sure they meet our high quality standards. Then, they'll set up and assemble your furniture in your room of choice. Please note: they will not move your existing furniture. For a timely and safe delivery, please make sure your room is ready.

Home Decor & Online Only Labeled Product Delivery
Home decor items, which include table lamps, wall art and decor, florals, throw pillows, and all product labeled online only can be shipped anywhere in the continental USA free of charge. They're generally shipped FedEx within two business days and should arrive within 5-10 days.

Area Rug Delivery
Rugs are shipped UPS directly from the manufacturer. Deliveries are typically received within three weeks, but some could take up to six weeks. Please call our ecommerce department at 1.866.383.4484 (option 3) if you have questions about a specific rug.

Can you remove my old furniture?

We will only remove your old mattress and box spring with the purchase of a new mattress and box spring set. For other furniture removal, we suggest contacting a local charity or rescue mission. Raymour & Flanigan delivery professionals reserve the right to refuse any old bedding deemed unsanitary.

Do you assemble my furniture before I get it?

Delivery includes all necessary assembly and a comprehensive quality inspection of your furniture prior to it being delivered to your home. Some pieces may require final assembly in your home due to their size or configuration. Online only labeled product is shipped separately and may require some assembly.

Can I pick up my order from a showroom instead of having it delivered?

For most product, yes. Pickup for all furniture & mattress orders is free and available in any Raymour & Flanigan showroom. When placing an order online, you can choose the pickup option and select the showroom you'd like to pick up your furniture from. Upon receiving your online order, we will send you a confirmation email that includes the date your furniture will be available for pickup. Please note: Pickup is not available for table lamps, wall art and decor, florals, throw pillows, rugs and any online only labeled product.

Delivery Charge

How much do you charge for delivery to my home?

Delivery Within Our 3-Day or Less Delivery Area & Extended-Local Delivery Area
(Connecticut, New Jersey, New York; most zip codes in Delaware, Massachusetts and Pennsylvania; and parts of Vermont, New Hampshire, Rhode Island and Maryland on a limited basis).

Raymour & Flanigan charges one low delivery fee for however many items you order! Delivery charges are determined by your zip code. To calculate your approximate delivery charge, please use our delivery estimator. Our delivery process includes both assembling your furniture and a multistep quality inspection, so it's an exceptional value.

Delivery Outside Our 3-Day or Less Delivery Area
Delivery charges are 10% of your subtotal (not including most home décor items or rugs, floor lamps excluded) with the minimum delivery charge being $299 and the maximum delivery charge being $699.

Home Decor & Online Only Labeled Product Delivery
We can deliver home decor items, which include table lamps, wall art and decor, florals, throw pillows and online only labeled product anywhere in the continental USA free of charge. They're generally shipped FedEx or UPS within two business days and should arrive within 5-10 days.

Area Rug Delivery
We ship rugs anywhere in the continental USA free of charge. Rugs are shipped directly from the manufacturer. Deliveries are typically received within three weeks, but some could take up to six weeks. Please call our Customer Service department at 1.866.383.4484 (option 3) if you have questions about a specific rug.

What is your delivery charge based on?

Furniture Delivery Within Our Immediate Delivery Area (Guaranteed 3-Day or Less Delivery Zone)
(Connecticut, New Jersey, New York; most zip codes in Delaware, Massachusetts and Pennsylvania; and parts of Vermont, New Hampshire, Rhode Island and Maryland on a limited basis) Delivery is a per-stop charge that's based on your proximity to the delivery center. There is one charge per stop, whether you're purchasing one sofa or an entire houseful of furniture. This charge includes assembly, a multistep quality inspection and delivery into your home by high-quality, trained professionals.

Extended-Local Delivery
(Washington DC and many zip codes in Maine, Maryland, New Hampshire and Vermont)
At Raymour & Flanigan, we believe in an exceptional delivery experience at an exceptional value. For one low delivery fee, we'll ship unlimited furniture items and mattresses directly to your home. This delivery fee includes a comprehensive quality inspection prior to delivery, full product assembly and careful placement inside your home by trained professionals. This delivery charge is determined by the total cost of your purchase and your location. To calculate your approximate delivery fee, please use our delivery estimator.

In-Home Delivery to VA, NC, SC, GA & FL
At Raymour & Flanigan, we believe in an exceptional delivery experience at an exceptional value. In partnership with a trusted delivery service, we'll ship unlimited furniture items and mattresses directly to your home for one low fee. This delivery fee includes a comprehensive quality inspection prior to delivery, full product assembly and careful placement inside your home by trained professionals. This delivery fee is determined by the total cost of your purchase and your location. To calculate your approximate delivery charge, please use our delivery estimator.

Delivery Area

Do you deliver to my area?

Furniture
Our Guaranteed 3-Day or Less Delivery is available in Connecticut, New Jersey, New York, Rhode Island and most zip codes in Delaware, Massachusetts and Pennsylvania. Parts of Maryland, New Hampshire and Vermont also may fall within our Guaranteed 3-Day or less zone.

Our Extended Local Delivery Area
Delivery area includes Washington DC and many zip codes in Maine, Maryland, New Hampshire and Vermont

For states along the East Coast: VA, NC, SC, GA & FL- we can deliver furniture in as little as 3-5 weeks
To find out if we deliver to your specific location, please refer to our delivery zip code checker and estimator.

Area Rugs, Home Decor & Online Only Labeled Product
We ship rugs, home decor items, which include table lamps, wall art and decor, florals, throw pillows and online only labeled product anywhere in the continental USA free of charge.

Delivery Time

How soon can I get delivery after I place my order?

Guaranteed 3-Day or Less Delivery Zone
Thanks to our state-of-the-art computer network and distribution system, we achieve a 97% in-stock status on our core merchandise. As a result, we can deliver in-stock items within three days to anywhere in our immediate delivery area. For more information, please call 1.866.383.4484 (option 3) or check your zip code. Please note: we do not deliver on some holidays, so they are not considered part of the three days.

Extended-Local Delivery Zone
For locations in the extended-local delivery zone, in stock items can scheduled to be delivered in 1-2 weeks. For more information, please call 1.866.383.4484 (option 3) or check your zip code.

In-Home Delivery to VA, NC, SC, GA & FL
For locations in the east coast states, we can deliver furniture in 3-5 weeks through a trusted, contracted delivery service.

Area Rugs, Home Decor & Online Only Labeled Product
We ship rugs, home decor items, which include table lamps, wall art and decor, florals, throw pillows and online only labaled product anywhere in the continental USA free of charge. Home decor items are generally shipped FedEx or UPS within two business days, while rugs & online only labeled products are shipped directly from the manufacturer.

  • Area rugs are typically received within three weeks, but some could take up to six weeks. 
  • Home Decor & Online Only labeled product will typically take 5-10 days to arrive.

How does your 3-Day or Less Delivery Guarantee work?

Your furniture delivery will generally occur within three days of your order; however, inventory availability and your destination may cause your delivery to take longer. We do not deliver on some holidays, so they are not considered part of the three days. The 3-Day or Less Delivery Guarantee will also not apply if you live outside our immediate delivery area.* Please call 1.866.383.4484 (option 3) to see how soon we can deliver to you. In some areas, due to heavy traffic and difficult driving conditions, we restrict delivery to one to two days per week. Please understand that accidents, inclement weather, congestion and local emergencies may delay your furniture delivery.

*Immediate delivery area includes Connecticut, New Jersey, New York and most zip codes in Delaware, Massachusetts and Pennsylvania. We also serve parts of Vermont, New Hampshire, Rhode Island and Maryland on a limited basis.

Why can I only get an AM or PM time window for Saturday delivery?

Due to our high delivery volume on weekends, we don't want to make a commitment to a customer that we may not be able to honor. So we only give an AM or PM timeframe. Please keep in mind that traffic conditions, inclement weather, construction and local emergencies may delay your furniture delivery.


Financing & Billing

Applying For Credit

How long does it take to get a response to my online credit application?

Typically, an on-screen response will be provided in less than 30 seconds. However, if your application requires further review, you will receive an email response within 24 hours.

If you don't receive a response within 24 hours, please contact us at 1.866.383.4484 (option 4).

I was approved for credit. What is my credit limit?

Your initial credit limit is shown in the materials that will accompany the card we send to you when your account is opened. Your current credit limit will be shown on your statement. You also may telephone TD Bank, N.A. customer service at 1.888.925.0708.

New Accounts

When will I receive my Raymour & Flanigan credit card in the mail?

You'll receive your Raymour & Flanigan card in the mail within approximately 7–10 business days. Please note that a valid photo ID is required to make an in-store purchase.

Payment Information

Can I pay my bill in the showroom?

Yes. You can make a payment on all types of financing accounts in any of our showrooms. Please present your financing statement at time of payment.

Can I pay my bill by phone?

Yes. Please have your account information ready and contact the credit source you received credit from:

TD Bank, N.A. Account: 1.888.925.0708
Raymour & Flanigan Account - paid through Speedpay: 1.866.282.3117
Genesis Credit® Account: 1.866.502.6439

Not sure which type of account you have? Check your account type

Can I pay by phone on a balance for an undelivered order?

Yes. To make a payment on an unpaid balance, layaway or service order, please call Speedpay at 1.866.282.3117. You will need your Raymour & Flanigan sales order document number and your home phone number as it appears on the order. You can pay using American Express, Discover, MasterCard and Visa.

Can I pay my bill online?

Yes. Please have your account information ready and click on the appropriate link below.

TD Bank, N.A. Account
Raymour & Flanigan Account
Genesis Credit® Account

Not sure which type of account you have? Check your account type

What address do I mail my payment to?

TD Bank, N.A. Account:
Department of Accounts
P.O. Box 33802
Detroit, MI 48232-9998

Mail overnight payments for TD Bank, N.A. to:
1000 MacArthur Blvd.
Mahwah, NJ 07430
Attention: Operations Dept.

Raymour & Flanigan Account:
Raymour & Flanigan® Furniture
P.O. Box 130
Liverpool, NY 13088

Genesis Credit™ Account:
Bankcard Services
P.O. Box 84049
Colombus, GA 31908-4049

Please make sure you send your payment to the right address.

Not sure which type of account you have? Check your account type

Account Information

What is the available balance on my existing account?

To find out your account balance, please contact the department you received credit from:

TD Bank, N.A. Account: 1.888.925.0708
Raymour & Flanigan Account: 1.800.836.9633
Genesis Credit® Account: 1.866.502.6439

Please have your account information available when calling.

How do I change the address Raymour & Flanigan has on file for me?

To change your address in our system, please contact your nearest showroom. If you need to change your address with one of our credit companies, please call the appropriate number below:

TD Bank, N.A. Account: 1.888.925.0708
Raymour & Flanigan Account: 1.800.836.9633
Genesis Credit® Account: 1.866.502.6439

I have an existing account that I haven't used in a while. Is my credit line still good?

You should contact TD Bank, N.A. at 1.888.925.0708 to verify whether your credit card is still active.

How do I add a co-applicant to my existing account?

A co-applicant cannot be added to your existing account.

Special Financing

How can I get the financing terms offered on your TV and radio ads?

Extended financing is available for online and in-store purchases by opening a Raymour & Flanigan account. In order to be eligible for our extended financing programs, the financed balance must meet the required purchase amount. Apply for credit online or in one of our furniture showrooms.

I opted for a 0% APR Promotional Program. What happens if I don't pay my bill in full by the due date?

If you do not repay the entire promotional balance by the end of the promotional period, you will be assessed interest on the remaining balance at the then-current APR on your account for standard purchases until the balance is paid in full.

Layaway

Do you offer layaway?

Yes. With our free six-month layaway plan, you can select the furniture you want today and receive it when you're ready. With our layaway program you get:

Product Protection: When you place a 20% deposit at the time of your order, we will guarantee your furniture's availability at the end of your layaway term. When you're ready for your merchandise, simply contact your home furnishings consultant to arrange pickup or delivery.

Price Protection: Your price is guaranteed for the term of the layaway (not to exceed six months), even if it's raised by the manufacturer.

Convenience: You will receive a monthly statement to keep you informed of your purchase. We'll arrange a monthly payment plan starting at a minimum of $50.00, or you can choose to pay a higher amount that's tailored to your budget.

How to Pay: Speedpay is our convenient and secure automated payment service that lets you use a major credit card to pay for undelivered merchandise or layaways at speedpay.com or by calling, toll free, 1.866.282.3117.

Can I make a payment on my layaway over the phone?

Yes. Speedpay is our convenient and secure automated payment service that lets you use a major credit card to pay for undelivered merchandise or layaways at speedpay.com or by calling, toll free, 1.866.282.3117. You will need your sales order document number, and you can pay using American Express, Discover, MasterCard and Visa.

Canceling Your Account

How do I cancel my credit account?

To cancel your account, please contact the department you received credit from:

TD Bank, N.A. Account: 1.888.925.0708
Raymour & Flanigan Account: 1.800.836.9633
Genesis Credit® Account: 1.866.502.6439

Please have your account information available when calling.

Fraudulent Purchase Protection

How do I contact the Loss Prevention Department?

We take many steps to ensure we are protecting our customers financial and personal information. If you have any questions and feel you need to contact our Loss Prevention Department, please call us Mon-Fri from 8:30am-5:00pm at 1.800.836.9633 (option 4). If it is outside normal business hours, please email: LossPrevention@raymourflanigan.com. A representative will contact you as soon as possible. Please provide your name, address, home phone number (with area code), transaction amount & date.


General Inquiries

Technical Issues

Why can't I see the virtual design book in my Web browser?

In order to browse through our virtual design book, you need to have Adobe Flash installed in your browser. Install Adobe Flash in your browser.

Product

Can I see the furniture in person before I buy online?

All furniture and mattresses on our website are stocked merchandise, with the exception of online-only product, so you can simply visit your nearest Raymour & Flanigan showroom to view it in person. However, please note that some products may not be available in all showrooms. Online only labeled product is not available to view in any showroom. To check inventory in a particular location before you go to the showroom, please call 1.866.383.4484 (option 3).

Do you offer additional fabric colors or finishes?

For most furniture and upholstery, special orders are available upon request.

If it’s possible to place a special order online for a specific item, you’ll see that option available. Custom fabric/color swatches for some items can also be ordered online.

Typically, all special order items require extra production time. Depending on your delivery zone, they’ll be available for pickup from most stores or delivery. Delivery timelines are listed online for every product.

Please call 1.888.RAYMOUR or visit your nearest Raymour & Flanigan showroom for sales or service.

Social Media

Does Raymour & Flanigan have a Facebook and/or Twitter page?

Yes, we have both and many more! Visit any of our social pages to take advantage of exclusive savings offers, learn fun design tips, discover brand new furniture collections and more!

Facebook   |   Pinterest   |   Instagram   |   YouTube   |   Twitter   |   LinkedIn

Media Inquiries

If I have a Raymour & Flanigan media inquiry, who should I contact?

For a list of media contacts, please visit our online Raymour & Flanigan Newsroom.