Delivery Time Frames
You will be assigned a 2½-hour window, a 4-hour window or an all-day window depending on where you live. Denver and Phoenix metro areas will receive a 2½-hour window, extended local areas will receive a 4-hour delivery window, and states outside of CO or AZ where we offer “local” delivery may receive an all-day delivery window. You will be informed during scheduling of your delivery window.
If you have a 2½-hour delivery window or a 4-hour delivery window, your window will be assigned to you the day before your scheduled delivery. You can obtain your delivery window by calling 303-286-9331 or 1-877-AFW-TRUCK (1-877-239-8782) or visiting the track your delivery team module after 1:30 p.m. the day before your furniture is scheduled for delivery. You may also receive an automated call, text, and/or email depending on what you opted in to when you made your purchase. Canceling/Updating a Local Order
To cancel or make changes to an order already scheduled for local delivery, contact needs to be made by at least 10 am MST the day before your scheduled delivery; otherwise you will be charged a $45 cancelation fee. Please contact Customer Service by calling 303-289-3300 (CO), 480-500-4200(AZ), or 1-800-992-7997 or emailing
. [email protected] Important Delivery Information
An authorized adult 18 year of age or older must be home during your entire scheduled delivery window to accept and inspect your items and sign the delivery ticket. If no authorized adult is home to receive your scheduled delivery, you will be charged an additional delivery fee to reschedule the second delivery.
It is your responsibility to ensure that all furniture items will fit through all doorways, up stairwells, down halls, and around corners into the desired location. If AFW is unable to deliver your regular stock furniture to the desired location, you will be charged a 15% restock fee in accordance with our return policy. You are responsible for protecting your floors from damage by laying rugs, blankets, or cardboard down prior to delivery. AFW will not be responsible for damage to any floors. Please have all walls and walkways in the path of the delivery cleared. This includes removing pictures, mirrors, nails, plants, tables, breakable objects, and existing furniture. Our delivery personnel are not permitted to move furniture currently in your home, nor are they allowed to move or set up electrical equipment. Please have all pets secure and out of the path of delivery for the safety of the drivers and your pets. Nationwide/Extended Delivery Area
American Furniture Warehouse delivers to most points within the continental United States. Refer to the delivery map to find what your minimum merchandise purchase will be for your home state. If you have any questions, please contact
. [email protected] American Furniture Warehouse will contact you within 72 hours of the placement of your order. You will then be given a time frame during which your order is estimated to be delivered by our Nationwide Delivery Department. One week prior to the delivery of your order, you will be contacted to narrow your delivery window further to one (1) specific day for delivery. Our delivery team will begin to contact you one day before, as well as 2 hours before your delivery, to keep you informed of their estimated time of arrival. Prior to delivery we fully and carefully inspect every item for damage or defect. Each furniture piece is blanket-wrapped and secured tightly to provide the best protection possible during the transportation process. Your furniture will arrive in a 75' tractor-trailer. If your street cannot accommodate this, please make sure to make arrangements prior to delivery. Our polite and professional delivery team will bring your furniture into your home, place it in the room of your choice, and set up your furniture. Please note that we cannot assemble ready-to-assemble (RTA) furniture, level furniture on carpets, or hook up electronics, e.g. entertainment systems, televisions, etc. Cancelling/Updating a Nationwide Delivery Order
To cancel or make changes to an order scheduled for extended delivery, we must have 10 days' notice; please contact Customer Service in order to do so. Customer Service can be reached by calling 303-289-3300 (CO), 480-500-4200 (AZ), or 1-800-992-7997 or by emailing
. [email protected] Pick Ups
Pick up Information
For pickup locations and times see store info
by clicking here. Once you arrive at American Furniture Warehouse you may proceed directly to customer pickup. When you come to pick up your purchase you need: The person who made the purchase (if you need someone else to pick up your purchase please contact our Customer Service Department at 303-289-3300 (CO), 480-500-4200(AZ), or 1-800-992-7997, or [email protected] for consideration). A photo ID of the purchaser (or ID of permitted individual) The receipt of the purchase (we can re-print one if needed) The credit card used to make the purchase (if applicable) If you choose to pick up your furniture, please be aware of the following: We are unable to have your purchase at the dock doors until you complete the check in process. After you have checked in we will text you which dock door your order will be at. If you do not pick up your furniture within 7 days of your order being completely filled, your order will be voided and your credit card will be refunded all funds minus a $25.00 processing fee. For your safety and the safety of others on the road, make sure your vehicle is appropriately sized to transport the items you choose to pick up. AFW reserves the right to refuse to load your vehicle if we determine that your purchase cannot be transported safely or may be damaged in transit. We will not tie any product on the top of your vehicle. All items must be able to be loaded safely and securely inside of your vehicle or in the bed of a truck or trailer. Almost ALL furniture requires some assembly. Hardware isn’t always in an obvious location in the box. Before discarding packaging, make sure you have thoroughly checked for all hardware that is required for set up and assembly. AFW has trucks for rent if your purchase will not fit in your vehicle. Trucks are available on a first come, first served basis and use is limited to the transport of merchandise between AFW and your home. A valid driver’s license, proof of insurance and a major credit card in the name of the driver are required. You are responsible for the transportation of any item(s) that you choose to pick up at our stores or warehouses. AFW does not offer free delivery for returns or exchanges on items picked up at our stores. AFW will not be responsible for damage to your vehicle or merchandise due to product shifting, rubbing, improperly loaded product or overloading of your vehicle. Furniture is packaged by a variety of methods by the factory and may come boxed, wrapped in plastic, or with minimal packing materials. Most dining chairs are assembled by AFW and will not be boxed. TVs will be opened and inspected prior to loading to ensure there is no damage. TVs should be transported upright in the original box. Order Cancellations, Returns and Exchanges
Any items picked up at a store or delivered by American Furniture Warehouse Stock Items:
Products that are shipped directly to your home. Direct Ship Items: Order Cancellations
Stock Items: Item may be canceled only if you do not have possession of them yet. Please contact customer service by calling 303-289-3300 (CO), 480-500-4200(AZ), or 1-800-992-7997 (option 5) or sending an email to to initiate this process. Please note order cancelations may be subject to a (minimum) 15% restocking fee. [email protected] Direct Ship: Orders may only be cancelled before 5pm MST the same day the order is placed. If the order is placed after 5 pm MST you have until 5 pm the following day to cancel your order. No changes to the order may be made after this point, such as delivery address or order quantity. Sales may not be cancelled after merchandise has been shipped or delivered. Express/Next Day Delivery orders are not eligible for cancellation. To initiate this process please contact customer service at 303-289-3300 (CO), 480-500-4200(AZ), or 1-800-992-7997 (option 5) or send an email to . [email protected] Returns or Exchanges
Stock Items: We strive to do everything right the first time and hope that you love your purchase. To initiate a return contact customer service by calling 303-289-3300 (CO), 480-500-4200(AZ), or 1-800-992-7997 (option 5) or sending an email to , and they will provide instructions for returning your merchandise. Please note that you will be charged a 15% restocking fee for all returns or exchanges. (Why a 15% restocking fee? ) Once your product has been received and inspected we will issue a refund. [email protected] Please note we will not pick up any items that we did not deliver; if you picked up your purchase from an AFW dock, or had it shipped to your home, you are responsible for transporting it back to AFW. Direct Ship Items: Orders that have been shipped cannot be canceled or returned until you have the merchandise. To initiate a return contact customer service by calling 303-289-3300 (CO), 480-500-4200 (AZ), or 1-800-992-7997 (option 5) or sending an email to , and they will provide instructions for returning your merchandise. Please include your original sales order number when contacting Internet Sales Support. You are responsible for returning the merchandise in the condition in which it was delivered. Items delivered via UPS/ FEDEX must be returned at the customer's expense, or you may bring the items to a store. Refunds will be made for the purchase price minus a 15% Handling Fee. Once the merchandise has been returned to us, refunds may take up to 10 business days to process. Orders that are refused are still considered returns, and as such, the handling fee and shipping costs will be incurred as detailed above. [email protected] Damaged Items
For products that arrive damaged, contact customer service by calling 303-289-3300 (CO), 480-500-4200 (AZ), or 1-800-992-7997 (option 5) or sending an email to
, and a replacement will be given. Please include your original sales order number, and details of the damage. Please be sure to include if the package, product or both are damaged and pictures. Damages from manufacture defect or shipment are not subject to the handling fee and will be credited or returned for the purchase price. [email protected] Warranties
All products have a one-year warranty unless otherwise stated. Products that do not have a commercial warranty but are used in a commercial setting have a 30-day warranty. Please keep your receipt on file to help expedite warranty claims.
Mattresses have separate warranties from the standard AFW one-year warranty; please see the mattress warranty section below for more information. The AFW warranty covers manufacturer's defects only and does not cover normal wear and tear. Any abuse by customers or animals will void the AFW warranty. All audio products have a 90-day manufacturer's warranty for parts and labor All TVs have a one-year manufacturer's warranty for parts and labor. AFW does not repair TV’S. Service is done in the home by a factory-authorized repair technician. Please contact the manufacturer for more information: LG LG Service Website Customer Service Number: 1-800-243-0000 Samsung Samsung Service Website Customer Service Number: 1-800-SAMSUNG Motors specifically used in reclining furniture for lift or reclining purposes have a 5-year warranty. Massage chairs and their components are not part of this category and fall under the standard one-year warranty. Lift motors in lifestyle adjustable beds with a wired remote have a 5-year limited warranty. Lifestyle adjustable beds with a wireless remote have a 20-year limited warranty. Please contact the manufacturer directly for more information about these warranties. These items are not covered under the standard AFW one-year warranty. Commercial Warranty
Some products have a three-year commercial warranty. This is listed on the product information tags on the products themselves or in the product description on our website. The AFW three-year commercial warranty covers manufacturer's defects only and does not cover normal wear and tear.
Please note that the three-year commercial warranty only applies to products that explicitly state that they have a three-year commercial warranty. Products that do not have a commercial warranty but are used in a commercial setting have a 30-day warranty. Mattress Warranty
All AFW mattresses come with a limited warranty that covers manufacturing defects only. The AFW mattress warranty mirrors the manufacturer's warranty. Please see the links below for more information. This limited warranty is provided only to the original purchaser and is not transferrable. The warranty begins from the date of purchase. You must have the receipt and law tag for warranty consideration.
To redeem the warranty the mattress must be in good condition and not otherwise damaged or abused. If the mattress is stained, soiled, ripped, or burned the warranty is void. The warranty does not apply to and excludes: Normal body impressions. (See manufacturer's warranty for more information.) Comfort preferences. Sheet fit. Mattresses displaying stains or soil that reasonably indicates the presence of potentially dangerous bodily fluids, blood borne pathogens, or other substances that could cause injury. Mattress damage due to an inadequate foundation and/or support system. Damage to the product due to abuse by customer or animals. Normal changes in softness or recovery time of high-density foam due to normal use, temperature, or humidity. AFW allows for a 90-day "break in" period, which allows the mattress to be broken in as well as giving your body time to adjust to the new support. However, after the 90-day period any return refund will be prorated at 15% of the retail price per year. Simmons Warranty Sealy Warranty Old West Warranty Innova Warranty Ergomotion 20 Year Warranty Ergomotion 10 Year Warranty Healthcare Warranty