Frequently Asked Questions

Looking for answers? Read on for details on the most frequently asked questions regarding our services.

Delivery Costs

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.

Delivery Timeframes

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.

Dear AFW Customers:

Thank you for shopping with American Furniture Warehouse. We understand backorders and delays can be frustrating during these unpredictable times. We take pride in working with trusted furniture vendors, both domestic and international. Production and supply chain sectors continue to be heavily impacted by the COVID pandemic. When ETAs change from the factory, anticipated delivery dates for our customers are impacted outside of AFW’s control.

We know the excitement for your new furniture can be diminished when your fulfillment date changes and apologize for any disappointment. Your salesperson should connect with you regarding any updates to your fulfillment date. If you are unclear on your order status, please connect with the team on your invoice or by calling us at 1-800-992-7997. There are options to support you during your wait, including a refund down to 20% until your product arrives or choosing something else in stock. If the wait has gone on too long for you, our teams can also help with a full refund request.

We greatly appreciate your patience and look forward to continuing to serve you at American Furniture Warehouse.

Delivery Order Modifications

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.

Delivery Process

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.

Direct/Drop Ship Items

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.

Tips For A Successful Delivery:

Watch this short video and see below for tips on having the best delivery experience possible. AFW Delivery Tips

  • You or someone over the age of 18 MUST be home to receive your delivery.
  • Have all rooms ready. Existing furniture must be moved and the pathway to the delivery area must be clear.
  • Remove all fragile and valuable objects from the delivery path.
  • Notify your salesperson of any special details such as apartment building number, security gates, elevator use or street access restrictions. Provide any special instructions for rural areas and mountain homes. Our truck may not be able to get close to your home.
  • Be sure to measure your room and your furniture! Measure doorways, ceiling heights, staircases and basement access. Some furniture will not fit down stairways or through door openings or around corners. Our drivers will not force items where it can’t go and risk injury or damaging your home. Our Space Planner is a great tool to start with.
  • Have pets is a secure place away from the delivery area.
  • If you are moving or closing on a new home, do not schedule your delivery until you have “keys in hand.”
  • Have driveways and sidewalks cleared in the event of recent snow.

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.

No, Apple and Samsung pay can only be used in-store only. It will not be valid at the time of pick up and a physical card must be present.

No. Web orders can only be picked up by the purchaser whose name is on the order. Matching valid ID and physical credit card are needed to release your order. This is for your security.

7 days. After 7 days we will refund your credit card and cancel your order.

No. Larger items like sofas, bedroom pieces, dining room furniture, etc. is stocked at our distribution centers. For pick-up location information click here. We do stock some smaller items and accents at our showroom locations. Find one near you.

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:

  1. Valid driver’s license
  2. Proof of insurance
  3. Major credit card in the name of the driver

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.

Tips For A Successful Pick-Up:

  • Bring an appropriately sized vehicle or trailer to haul your furniture home. This is a common problem we see at our loading dock. We will not risk injury to you or others to load your purchase.
  • Bring blankets or other packaging if you are picking up an unwrapped floor model.
  • Be ready for a workout when you get home! Furniture is heavy, bulky and can be awkward to move.
  • Have the necessary tools to finish assembly of your furniture. Almost ALL furniture will require some assembly. Hardware, legs, wooden feet, etc. are usually not attached. Before discarding packaging, make sure you have thoroughly checked for all hardware that is required for set up and assembly.
  • Be prepared to discard the packaging. With larger purchases, you’ll be surprised at how much packaging you’ll have to dispose of!

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!

Order Cancellations

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.

Returns or Exchanges

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.

Damaged Items

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/Drop Ship Items

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.

Furniture Warranty

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 3-year warranty. Please note that massage chairs are not part of this category and fall under the standard 1-year warranty.

TV 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.

Mattress Warranty

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.

Yes. AFW gift cards can be purchased and redeemed online or in any of our stores. For gift cards purchased online, an email will be sent to the recipient with the card number and pin.

Please note: gift cards purchased in stores prior to November 26, 2021 do not have a PIN and cannot be used for online purchases.

Gift cards can be purchased online in denominations of $25, $50, $100, $250 and $500. Gift cards purchased in-store can have a value up to $5000. Both can be used either online or in stores.

No. Gift cards can only be loaded at the time of purchase. They can be redeemed on multiple purchases until the value is depleted.

No. Gift cards do not have expiration dates.

No, there is no fee for holding a balance on your gift card.

For online purchases, you can enter your card number and pin at checkout. The process is the same for electronic or physical gift cards. To use your electronic gift card in stores, you must have the card number and PIN that were emailed to you.

Refunds or returns are applied to the original gift card and not refunded in cash. Please do not dispose of physical gift cards.

No. Old gift cards must be redeemed in-store and cannot be exchanged for online gift cards.

Yes. If the remaining balance is less than $5, it can be redeemed for cash.

No. Each gift card will require a separate transaction to purchase. However, you may use multiple gift cards for a single purchase online or in stores.

You can pay difference with a credit card after applying the gift card to your purchase.

Please treat your gift card or electronic gift card and pin like cash. Gift cards cannot be replaced if lost or stolen. American Furniture Warehouse / AFW.com is not responsible for unauthorized use of lost or stolen cards.

No. Gift cards cannot be purchased with financing accounts.


A finance purchase is a contract, and specific rules are in place to protect the purchaser and the finance company.

AFW requires that all billing information must be verifiable and match 100% in order to complete a Finance purchase.

Finance orders can only be placed online by the account holder.

Delivery orders will only be shipped to the billing address on file with the finance company.

Customer Pick Up orders can ONLY be released to the Account holder with their valid government issued ID in hand.

Purchase of gift cards via Finance is not allowed.

ID must be a currently valid US Federal or State Government Issued ID that’s verifiable.

Still Need Help?

We are here for you.