Delivery Process

What is my delivery fee paying for and how is it calculated? Do I need to pay the driver during delivery?

Your delivery fee covers the services needed to safely bring your furniture into your home. The exact cost depends on what you order and the type of delivery you choose.

White Glove Delivery (Our standard option)

Your delivery fee includes:

Delivery of your items into your home
Assembly of the furniture
In-home setup and a brief demonstration, if applicable
Removal of all packaging and trash

In-Home Drop-Off Delivery (lower-cost option)

If you choose in-home drop-off:

Items are delivered inside your home
Furniture is left in its original packaging
No assembly or setup is included

Because this option requires less service, the delivery fee is lower than standard delivery.

How is the delivery fee calculated?

The delivery fee is based on the total value of the items being delivered. Larger or higher-value orders typically have a higher delivery fee. This applies to both standard delivery and in-home drop-off service. Some items, such as mattresses, may have a reduced delivery fee or no delivery fee at all.

Do I need to pay the driver?

No. All delivery fees are included in your order total at checkout. You are not expected to pay the driver at the time of delivery. If you choose to tip the delivery team, it is completely optional and always appreciated.

What time are they coming to deliver? Can I request a time frame?

Delivery times are scheduled based on the delivery route for the day. Routes are created in the most efficient way possible so our delivery teams can complete all scheduled deliveries. Because of this, we are unable to guarantee a specific delivery time in advance.

Deliveries take place Tuesday through Saturday, and delivery arrivals can occur anytime between 6:00 AM and 6:00 PM. A specific four-hour delivery window will be provided to you approximately two days before your scheduled delivery date. This window is determined by where your delivery falls within the route and cannot be finalized earlier.

If you would like to request a time accommodation, you may contact our Customer Care team. While we are happy to note your request, we cannot guarantee that all time requests can be accommodated.

Once your four-hour delivery window has been assigned, the delivery has already been routed. If you choose to reschedule after this point, a $99 delivery rescheduling fee will apply.

If your building has specific delivery restrictions, such as limited delivery hours, or if an elevator reservation is required, please notify us at least 72 hours prior to your delivery. This allows us to schedule your delivery within those requirements and helps avoid delays or additional fees.

I have specific access instructions or requests for the drivers.

If you have special instructions for your delivery, please contact our Guest Experience team prior to your scheduled delivery date. We will add an alert to your order so our delivery team is aware in advance. This can include details such as using a specific entrance, checking in with a concierge or door attendant, gate codes, parking instructions, or any other information needed to access your home.

Our delivery teams take great care to keep your home clean and protected during the delivery process. While wearing protective shoe coverings is not part of our standard procedure, our team is happy to wear them upon request. If you have any additional preferences or instructions, we encourage you to let us know ahead of time so we can ensure everything goes as smoothly as possible.

How do I prepare for delivery?

Ensure an adult over the age of 18 is present to accept and sign for delivery. Ensure the space that the new product is being brought to is clear, as well as all pathways leading to that space. An adult age 18 or older must be present at the time of delivery to accept and sign for the items.

Before our team arrives, please make sure the room where your new furniture will be placed is completely cleared, along with any hallways, stairways, doorways, or other pathways leading to that space. This helps our delivery team move your items safely and efficiently. Our team does not remove existing furniture unless you have purchased our furniture removal service. They may be able to help move existing items to another location on the same floor, however, generally we ask that the space is cleared and ready for the new product to be placed. The one exception is mattresses. Removal of an existing mattress comes standard with the delivery of a new mattress, without additional purchase.

If there has been recent snowfall or icy conditions, please ensure that your driveway, walkways, and any outdoor steps are fully cleared and safe for access. This helps prevent delays and ensures the safety of both your household and our delivery team.

Taking these steps ahead of time allows us to complete your delivery as quickly and smoothly as possible.

What if my item doesn't fit? How can I make sure it fits?

Before placing your order/receiving delivery, we strongly recommend taking a few minutes to measure your space to ensure a smooth delivery. This is especially important for large items like sofas, sofa sleepers, and chaises.

Measure Before You Buy Checklist:

Measure the width and height of all doorways the item will pass through
Measure hallways, stairwells, corners, and elevators
Check ceiling height if purchasing tall pieces
Measure the room where the item will be placed to ensure it fits comfortably
Compare your measurements to the product dimensions listed on ashleyfurniture.com

Taking these steps ahead of time can help prevent delivery delays, additional fees, or the need to select a different item.

It is the customer's responsibility to ensure that the furniture will fit both through entryways and into the intended space in the home. Product dimensions are available on ashleyfurniture.com, and our Guest Experience Team is happy to provide measurements if needed.

If you would like additional support, we offer an in-home measuring service for an additional fee. A team member will visit your home, measure all relevant access points, and compare those measurements to the items on your order. They will then advise you on whether the product is expected to fit. To schedule this service, please contact our Guest Experience Team or speak with your local showroom.

If an item cannot be delivered because it does not fit, our delivery team will return it to our warehouse. Additional fees will apply before a redelivery can be scheduled. At that time, our Guest Experience team will review your options to help ensure the next delivery is successful.

One option is to select a different item that better fits your space. In this case, a $99 redelivery fee will apply and must be paid prior to the new delivery date.

Another option, available for select products and in certain zip codes, is our Guaranteed Delivery (GTD) Service. With this service, the item is partially disassembled in our warehouse prior to delivery so it can be brought into your home in smaller sections and then reassembled inside your home. This service costs $169.99 per piece. Because this process requires specialized tools and additional time, it must be added to your order prior to delivery. It cannot be performed at the time of delivery. If you decide to add this service after your delivery has already been scheduled, your delivery will need to be rescheduled.

If multiple items are scheduled for delivery and only one item does not fit, you may choose to send back just that item or refuse the entire delivery. Please note that any items you accept during delivery are considered final sale and cannot be returned.

Will the delivery team bring my items up to my floor?

Yes. Your standard delivery fee includes walk-up deliveries to the first three floors.

If your delivery requires carrying items up to the fourth or fifth floor without elevator access, there is an additional fee of $10 per piece, per floor. For safety reasons, our delivery team is not able to complete walk-up deliveries above the fifth floor.

Please note that in apartment buildings, the lobby is not considered the first floor unless residential units are located on that same level.

If there is a working elevator available, our team can deliver to any floor without an additional walk-up fee. However, all items must fit safely inside the elevator. If an item does not fit and must be carried upstairs, the walk-up fees outlined above will apply.

To avoid delays, please inform your salesperson or our Guest Experience Team in advance if your delivery is going to a floor above the third floor. If our team arrives and additional walk-up service is required but was not previously arranged, the delivery may need to be rescheduled.

Will the delivery team assemble and demonstrate the items they deliver?

If you selected our standard delivery service, your delivery includes full assembly and in-home setup. Our delivery team will place the items in the room of your choice, assemble them, demonstrate how they work (when applicable), allow you time to inspect them, and remove all packaging and debris before they leave.

Some items that typically include a more detailed demonstration are adjustable bases, dining tables with extension leaves, motion or power furniture such as recliners, and fireplaces. Our team will ensure you understand how these features operate before completing the delivery.

We also offer a discounted in-home drop-off delivery option. With this service, items are delivered inside your home in their original packaging but are not assembled or demonstrated.

Please note that while our team will assemble and set up your furniture, they are not responsible for connecting gas or propane lines for fire pits, patio heaters, or similar items.

Does someone need to be home to accept delivery?

Yes. An adult age 18 or older must be present to accept and sign for the delivery.

The person accepting the delivery will be asked to complete a short confirmation form on the driver's device. This form confirms that the delivery was completed successfully and acknowledges that items are considered final sale once accepted. As part of the verification process, the customer will also need to provide the last four digits of the phone number associated with the order.

Because items are final sale once accepted, we strongly encourage the person receiving the delivery to carefully inspect all items before the delivery team leaves. Please check for any visible damage, defects, or operational concerns and test any power or motion features at that time.

If there are any concerns during delivery, please notify the delivery team immediately and ask them to contact our Guest Experience team. We will work together with you and the drivers to review the issue and determine the appropriate next steps before the delivery is completed.

How am I notified of the delivery driver's arrival/ETA?

You will receive your four-hour delivery window at least 36 hours before your scheduled delivery date. Delivery windows may begin as early as 6:00 AM and run as late as 7:00 PM. Because routes are created geographically for efficiency, we are unable to guarantee specific delivery times outside of your assigned window.

We recommend saving 862-465-8840 to your phone contacts. All delivery confirmation texts and calls will come from this number, and it is how our delivery team will contact you on the day of delivery.

On the day of delivery, you will receive a message early in the morning letting you know the driver has started their route. This message will include a tracking link so you can follow the driver's progress throughout the day. When the team is on the way to your stop, you will receive another notification with an estimated arrival time. This is typically 15 to 60 minutes before arrival, depending on the distance from their previous delivery. You will also receive a final notification and phone call when the team arrives at your home.

These updates are designed to keep you informed and help you plan your day with confidence. If there are any extended delays that impact your delivery, our Guest Experience team will communicate those delays to you via text/email.

What happens if I miss delivery?

We understand that unexpected situations can happen. Here's what to expect if you miss your delivery:

Can the delivery team come back on the same day?

If you miss your delivery, you may contact our Guest Experience Center right away to see if the delivery team can return the same day.

This option is not guaranteed, as it depends on the team's schedule and route availability.
You can request a same-day reattempt by calling us or responding to the text/email where delivery confirmations and updates are sent.
If the team can return, you will be notified by phone call and/or chat with an updated delivery timeframe.

What if a same-day reattempt is not possible?

If the delivery team is unable to return that day, a $99 redelivery fee will apply.
A secure payment link will be sent to the email address on file.
You can submit payment through our Guest Portal.

Once the redelivery fee has been paid, you may:

Reschedule your delivery through the Guest Portal, or
Contact our Guest Experience Team for assistance in selecting a new delivery date.

What do I do if an item is damaged/defective/incorrect upon delivery?

We want your delivery experience to be a great one. If there's an issue with your item at the time of delivery, here's how we'll help:

If Your Item Is Damaged or Defective

If an item arrives damaged or defective, our Guest Experience Team will review the best solution for you.

Replacement Option

We will first check inventory to see if a replacement item is available and schedule a new delivery date. If you are requesting a replacement item, the original item being delivered must be sent back with our delivery team. Damaged/defective items may not be left in the home unless we are proceeding with service.

Service/Parts Option

If replacement parts are available and the item remains in your home, we can order the necessary parts and schedule one of our skilled technicians to service the piece and restore it to showroom standards.

"As Is" Option (Minor Damage Only)

If the damage is minor and you prefer to keep the item, we may offer an "As Is" adjustment, which provides a partial refund to keep the product as-is.

Please note: Accepting an "As Is" resolution will void the 1-year limited manufacturer warranty on that item.

If You Receive the Wrong Item

If the wrong item is delivered:

While the delivery team is present, our agents may request photos from the team to verify the issue immediately. If it is confirmed that the wrong item was delivered, it must be sent back with our delivery team.
If the team has already left, we may attempt to have them return the same day, if possible.
If a same-day return is not available, please contact our Guest Experience Center. An agent will verify the order details with the store, confirm whether the incorrect item was placed on the order, and arrange an exchange and schedule a new delivery date to resolve the issue.

If you notice any issues with delivery, please inform the delivery team right away or contact our Guest Experience Team as soon as possible so we can assist you quickly.

What if my home is damaged during delivery?

Report the damage as soon as possible. Home damage must be reported within 72 hours of delivery.

Please contact our Guest Experience Center at 732-548-1200 within 72 hours of your delivery. A Guest Experience Agent will document the details of the damage on your account.

Claims that are not reported within 72 hours of delivery cannot be processed.

Submit Photos

Take clear photos of the damage and email them to [email protected] within 48 hours of reporting the issue. Please include your:

Full name
Delivery address
Phone number
Email address
Delivery date
Order number (if available)
Description of the damage(s)

What Happens Next?

Your claim will be reviewed to determine if the damage was caused by the delivery team. If applicable, a third-party carrier will contact you via email to discuss the next steps. The carrier will work directly with you to reach a resolution.

What if power or cable lines were damaged?

If a driver damaged power or cable lines connected to your home, please let us know and clarify:

Were the wires located in the street? If yes, please contact your cable or utility provider directly. Wires in the street are required to meet specific height regulations and would not be the responsibility of the driver or carrier.
Were the wires located in your driveway? If yes, the driver/carrier may be responsible. Please follow the claim submission steps outlined above within 72 hours of delivery.

Can I return/exchange an item after I accept it during delivery?

Once an item has been delivered or picked up, all sales are considered final in accordance with our Terms & Conditions. Full refunds are not available after delivery.

If you are reporting an item damaged or defective, we will provide service for the item in accordance with our manufacturer warranty.

If the item is not damaged/defective, for certain items, a preference reselection (Store Credit) may be available.

What Is a Preference Reselection?

If you are not satisfied with an item/items due to preference (such as color, size, or comfort), you may request a preference reselection within 30 days of delivery. We encourage you to report your concern as soon as possible as restocking fees may be applied the longer the piece remains in the home.

This policy applies to preference concerns only, not damaged items.

Items Not Eligible for Preference Reselection

Mattresses (covered under manufacturer comfort warranties, if applicable)
Box springs, foundations, and adjustable bases
Orders purchased through AshleyFurniture.com
Orders paid through Rent-To-Own or leasing providers (such as Progressive or Acima)
Preference concerns reported more than 30 days after delivery
Warehouse pickups, store pickups, or take-with items
Items delivered with Guaranteed Delivery Service (GTD), (our Breakdown Service)
Items moved from the original delivery address
Items with damage or unreported damage at the time of exchange

Are There Fees for a Preference Reselection?

Yes.

If reported within 72 hours (3 days) of delivery:

Photos are not required.
Restocking fees are not applied for items eligible for preference reselection

If reported more than 72 hours after delivery:

Photos are required to verify the item's condition.
A restocking fee will apply. These fees increase the longer the product remains in the home.

Restocking fees: (This translates into a % of the product being returned)

Are based on how many days after delivery the concern is reported
Applied only to the item(s) being reselected — not the full order
Deducted from the store credit issued for reselection

For further information regarding these fees, please reach out to our Guest Experience Center and speak with one of our trained agents.

Delivery Fee

A new delivery fee will also apply for preference reselections. This fee is determined at the store level and depends on the item(s) selected.

Reselection Requirements

New item(s) must be selected within 7 days of the reselection credit being authorized
Reselection must be for in-stock merchandise only
The new item(s) selected must be of equal or greater value to what is being returned
Delivery and restocking fees must be paid out of pocket
No refunds will be issued
Delivery must be scheduled within the first three available delivery dates in your area

I need to add a building restriction

If your building has specific delivery requirements (such as limited delivery hours), we're happy to help make sure your order is properly noted.

When to Contact Us

All building restrictions or delivery alerts must be added at least 72 hours before your scheduled delivery date.

Please call our Guest Experience Center at 732-548-1200 and speak with one of our agents.

If Your Order Is Already Scheduled

As long as it is more than 72 hours before your delivery date, an agent can add the building restriction to your order.

If Your Order Is Not Yet Scheduled

An agent can:

Review available delivery dates in your area and product availability
Add the building restriction to your order at that time

Important things to know

A Building Restriction is used only when a building allows deliveries during specific approved time windows (for example, "Deliveries allowed between 9am–2pm only").
It cannot be used to request a preferred delivery time.
Delivery time frames are routed geographically and cannot be selected based on personal preference.

I have a question about/want to add a COI

A Certificate of Insurance (COI) is a document that confirms our delivery company is properly insured to enter your building.

Some residential buildings — especially high-rises, condos, and managed communities — require a COI before allowing delivery teams on-site. This protects both the building and our company in case of property damage or injury.

It is the guest's responsibility to notify us if their building requires a COI.

When is the COI Sent?

COIs are typically sent to the building manager 24–72 hours before delivery.
If your building requires the COI earlier than that, this must be noted at the time of submission.

Please note: COIs require 72 business hours to process and are not processed on weekends.

For example: If a COI is submitted on Monday, the earliest available delivery date would be Thursday. Deliveries should not be scheduled sooner than 3 business days after the COI is submitted.

What Information Do I Need to Provide?

To submit a COI request, we will need the following:

A sample COI from your building (if available)
Building management company name
Building address
Building manager's full name
Building manager's email address
Building manager's phone number
Any required "Additional Insured" information — this refers to a third party (usually the building or HOA) that must be specifically listed on the insurance certificate.

What If I Forgot to Mention the COI at the Time of Purchase?

No problem — just contact our Guest Experience Center as soon as possible. Our team will assist you with submitting the COI request and ensuring your delivery is scheduled appropriately.

If you're unsure whether your building requires a COI, we recommend checking with your building management prior to delivery to avoid delays.

Will they remove existing items when they deliver my new items?

For most items, standard delivery does not include removal of existing items. The only exception is mattresses/foundations. Removal of an existing mattress/foundation is included with the delivery of a new one. For other products, we offer furniture removal services for an additional fee when delivering your new items.

Room Pick-Up Service (Like-for-Like Removal)

For an added cost, our delivery team can remove like-for-like furniture from your home at the time of delivery.

"Like-for-like" means we will remove the same type of item being delivered. For example:

If we deliver a sofa and loveseat, we can remove a sofa and loveseat.
If we deliver a bedroom set, we can remove the corresponding bedroom furniture based on the room pick-up purchased.

Room Pick-Up Pricing:

1 Room Pick-Up (X1ROOMPICKUP) – $199.99
2 Room Pick-Up (X2ROOMPICKUP) – $249.99
3 Room Pick-Up (X3ROOMPICKUP) – $299.99

A secure payment link can be sent to you if the room pick-up is added to an open order before delivery.

Mattress & Box Spring Removal

When purchasing a new mattress, we will remove your existing mattress and box spring/foundation at no additional charge. Adjustable bases can be removed, but they require a paid Room Pick-Up service.

Important Guidelines

Successful Delivery Required

Furniture pick-up will only occur after the new item has been successfully delivered. If delivery is unsuccessful, existing furniture will not be removed.

Disassembly Required

Delivery teams do not disassemble existing furniture. Items such as bed frames must be disassembled before the team arrives.

Prepare Items for Removal

Before arrival:

Empty all drawers and remove personal belongings
Clear pathways for safe access
Ensure items are fully disassembled if required

Ashley is not responsible for:

Damage to old furniture not removed from the room prior to delivery
Personal items left inside removed furniture
Reassembling old furniture if pick-up is unsuccessful

Once furniture is loaded onto the truck and leaves your home, it becomes Ashley's property and cannot be returned.

Walk-Down Fees (Stair Carry)

Standard pick-up includes removal up to the 3rd floor.
A $10 per piece per floor fee applies for items moved down from the 4th or 5th floor.
Furniture above the 5th floor is not eligible for removal service.

Items We Cannot Remove

For safety and health reasons, we cannot remove:

Furniture too large to exit without damaging the home
Broken or structurally unsafe items (e.g., cracked frames)
Items containing broken glass
Furniture soiled by bodily fluids (human or pet)
Items with insect infestation

Guaranteed Delivery (GTD) Orders

If Guaranteed Delivery (GTD) service is required for a living room, furniture pick-up cannot be offered for that living room. Pick-up may still be available for other rooms on the same order.

Changes & Cancellations

Within 72 hours of delivery, furniture pick-up services cannot be canceled or changed due to routing and quality control processes.
If delivery is successful but pick-up cannot be completed, the pick-up fee will be refunded.