Looking for answers? Read on for details on the most frequently asked questions regarding our services.
Delivery is really never “free.” Trucks, drivers, fuel, insurance and maintenance all cost money. Free delivery means the delivery costs have been added to the price.
Our Platinum Delivery service is the best in the business. Your furniture is unpacked, inspected, hardware and handles installed and all packing materials are recycled. Your furniture is placed in your home where right where you want it. There are no surprise charges for extra services like a flight of stairs.
Delivery charges are determined by your zip code and the amount of your order and will show in your shopping cart. If you aren’t logged in, you can get an estimate on the checkout screen.
We can deliver as soon as 2 days after your purchase. To see the days of the week that we deliver to your zip code click here. Drop ship items usually ship within 1-3 days and arrive to your home in 7-10 days.
For most of the Colorado Front Range, Phoenix, and Houston metro areas you will be assigned a 2 ½ hour delivery window.
For outlying areas in Colorado, Arizona, Texas, and neighboring states, you will receive a 4-hour window. You will be called, emailed and/or a text message will be sent to notify you of your window by noon the day prior to your delivery once your delivery has been loaded on the truck and routed.
Your actual delivery time can be anytime within your window and cannot be changed.
No. All delivery windows are assigned by our computerized routing system in the most efficient manner based on all stops on your route. This helps us keep costs low and reduces our environmental impact. Before scheduling your delivery, we ask that you pick a day that you can be available at any time to receive your delivery. You will be asked to review and sign our delivery agreement at the time of purchase.
Your window will be assigned by noon the day before your scheduled delivery. Your delivery window will be emailed or sent via text if we have your email address and mobile number on file. If not, you will receive a phone call or you can call 1-877-239-8782 to receive your window. You can also get your delivery window and track your delivery online.
No. When you receive your delivery window, your order is already loaded on the truck and your stop is scheduled. The trucks are loaded in the order of the assigned delivery windows. If you need to change your scheduled delivery day, you must contact us before 10:00 am the day before your scheduled delivery. A $45 cancellation fee will be charged on cancellations made after 10:00 am on the day before your scheduled delivery and your delivery will need to be rescheduled.
Our customer support team will contact you to schedule your delivery and cover some important details. Delivery will only be scheduled on a day that you (or someone in your household 18 or over) can be available to accept delivery on your behalf.
You will be given an approximate arrival date by our service team upon confirmation of your order. Lead times are beyond our control and subject to change without notice. In the greater metro Denver and Phoenix areas, we can usually deliver your in-stock items on the next available route and deliver the backordered items when they arrive for no additional charge.
If your order is already on the truck, no. Any changes to your order on the day before delivery must be done before 10:00 am.
Our drivers carefully inspect each and every piece that they deliver. If you notice a damaged item, please inform your driver while they are in your home. He can take photos and arrange for a replacement or service if necessary.
No. But we will deliver it in the box.
NO. All rooms and pathways to delivery areas must be cleared. You are responsible for protecting your floors by laying down rugs, blankets or cardboard. AFW will not be responsible for damaged floors.
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.
Yes. This service is available for $30 per set or piece, and only available for local Phoenix, Houston, and Denver metro delivery areas when purchasing a new mattress or sleep set from AFW.
These are drop / direct ship items that are shipped by our partners directly to your home (listed shipping address) through FedEx or UPS ground. AFW does not stock or deliver these items in our trucks. Customer assembly will be required for these items (exclussions: pillows, rugs and mattresses), AFW does not assemble these products.
Direct Ship / Drop ship items are shipped directly from the vendor to the listed shipping address you provide. When you submit an order for these items, we promptly review the order and send it to the corresponding vendor for processing and shipping. If you request a change of address, we will send your request to the vendor, we will then follow up with you through email as soon as we have a reply from them (on whether they were able to make the changes or if it could not be changed due to the merchandise having already been shipped).
If the merchandise has been shipped you will be informed to contact the carrier (FedEx / UPS) to make the necessary updates. We cannot guarantee changes once a package has shipped.
We want your delivery to be a pleasurable experience. These tips will make your delivery go smoothly and flawlessly!
AFW highly recommends our Platinum Delivery Service for larger orders such as sleeper sofas, bedroom sets and other heavy, bulky items.
Yes. The person you authorize to pick up on your behalf must present your email receipt, the credit card used to make the purchase and a valid government issued ID. Their signature is also required acknowledging that they have received your merchandise. These requirements are for your security.
7 days. After 7 days we will refund your credit card and cancel your order.
10:00 am – 10:00 pm 7 days a week.
You may proceed directly to the check in area. There, they will ask you to show your receipt and a valid ID. To authorize someone other than yourself to pick up your order, you must contact our Customer Service department. This is to protect you and AFW from fraudulent activity.
No. You must check in first at the pick-up desk. Your order will not be pulled to the pick-up door until after you check in and your order is verified.
Wait times will vary depending on time and day. Weekends between 1:00 and 4:00 pm are the busiest times and wait times may be 45 minutes or more.
No. Pick up orders are loaded in factory packaging. This may or may not be a box. Some items will be boxed while others may be wrapped in plastic or a bag. Packaging can vary widely between products and factories. Most dining chairs are assembled by AFW and will not be boxed.
No. Almost ALL furniture will require some assembly. Many items are flat-packed from the factory and require more assembly.
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. 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.
Yes. Trucks are available on a first come, first served basis and use is limited to the transport of merchandise between AFW and your home. Cost is $19 for the first 75 minutes. The following documents are required:
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. We will not pick up any items to be returned that we did not deliver.
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. On sofas, sectionals and recliners, legs or other hardware may be stapled or zipped in the dustcover underneath the item. Please check carefully for parts.
We stock thousands of items for immediate, same day pick up! However, should you decide that pick up is not for you, we’re happy to offer our Platinum Delivery Service for a reasonable delivery fee. We’ll inspect, deliver and place your furniture in your home and recycle all packaging materials while you relax! It’s the best value in the business!
Delivery orders must be cancelled by 10:00 am the day prior to your scheduled delivery date. After 10:00 am, you will be charged a $45 handling fee. Direct ship orders may be cancelled before 5pm MST the same day the order is placed. If the order is placed after 5pm MST, you have until 5pm the following day to cancel your order.
To cancel your order, please contact customer service by filling out our form on our contact page.
To initiate a return, please contact customer service by filling out our form on our contact page.
They will provide you with instructions for returning your merchandise.
Yes, please note that you will be charged a 15% restocking fee for all returns or exchanges.
Once your product has been received and inspected we will issue a full refund minus a 15% restocking fee. Depending on your bank, it may take up to 10 business days of processing time.
If your product arrived damaged, please contact customer service by filling out our form on our contact page.
If your product arrived damaged, a replacement will be given. Damages from manufacture defect or shipment are not subject to a handling fee, and will be credited a full refund.
Direct Ship / Drop ship items are shipped directly from the vendor to the listed shipping address you provide. When you submit an order for these items, we promptly review the order and send it to the corresponding vendor for processing and shipping. If you request a cancelation, we will send your request to the vendor, we will then follow up with you through email as soon as we have a reply from them (on whether they were able to cancel or if it could not be canceled due to the merchandise having already been shipped).
If the merchandise has been shipped you will then want to receive the merchandise (you will be forwarded tracking details to follow along until delivery has been made). Once you have received the merchandise you will want to contact us to request a return. Handling fees can apply (of at least 15%), pickup fees (if we are to pick up the item(s)) can apply. You may need to ship the merchandise back, if that is the case, you would need to incur the cost of doing so. We cannot guarantee changes once a package has shipped.
Yes, all products have a 1-year warranty unless otherwise stated. The AFW warranty only covers manufacturer's defects and does not cover normal wear and tear.
Yes, motors specifically used in reclining furniture for lift or reclining purposes have a 5-year warranty. Please note that massage chairs are not part of this category and fall under the standard 1-year warranty.
No, AFW does not reapir TVs. Service is done in the home by a factory-authorized repair technician. Please contact the manufacturer for more information.
You can schedule a repair via the LG website or by calling 1-800-243-000.
You can schedule a repair via the Samsung website or by calling 1-800-SAMSUNG.
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. All AFW mattresses come with a limited warranty that covers manufacturing defects only. 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.
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 view the warranty page for details.
Gift cards are redeemable for merchandise only at all AFW locations and has no refundable cash value. Not available for phone or online use.
Verify balance at any AFW store or call 303-289-3300 for customer service.
Lost, stolen or damaged cards can be replaced for balance with proof of receipt.
Yes, they expire 2 years after their purchase date.