When should I expect to receive my product that is not scheduled for delivery?
If your order status shows "Estimated," or "Pending" it means your items are not yet scheduled for delivery. Orders can only be scheduled once they are fully reserved, meaning all items are available and ready to be delivered.
To determine availability, our Guest Experience Team reviews ATC (Available to Customer) date. The ATC date is our best estimate of when your order should be ready to schedule for delivery.
What to Expect
You can expect your order to be available for delivery during the week of your ATC date.
For example: If your ATC date is June 22nd, your order is expected to be ready for delivery sometime during that week.
Once your order becomes available:
- You will receive a text notification with a link to schedule your delivery
- You may schedule your delivery through the Guest Portal
- Or you can contact our Guest Experience Center for assistance scheduling
Your ATC date is based on several factors, including:
- Current inventory on hand
- Incoming purchase orders
- Backorders for the same item(s)
- Estimated in-stock dates from our manufacturers (including Ashley Furniture Industries)
- Delivery capacity and availability in your area
Because these factors can change, the ATC date is an estimate and may adjust forward or backward as new information becomes available.
Why does the estimated date for my product keep pushing back?
We understand how frustrating it can be when your estimated availability date changes.
If your merchandise is not yet fully reserved to your order, the ATC (Available to Customer) date is provided as an estimated timeframe for when your item is expected to be ready.
Because this date is based on several moving factors, it can sometimes shift forward or backward.
How Is the ATC Date Determined?
Your ATC date is calculated using a combination of:
- Current inventory on hand
- Incoming purchase orders
- Backorders for the same item(s)
- Updated in-stock projections from our manufacturers (including Ashley Furniture Industries)
- Delivery capacity and availability in your area
Since these factors can change, the ATC date is an estimate and may adjust as new information becomes available.
What Happens Next?
Once your item is fully reserved and ready to be scheduled:
- You will be notified by text
- You can then schedule your delivery or pickup
We truly appreciate your patience and understanding. If you have additional questions about your order, our Guest Experience Team is happy to assist you.
Can I receive compensation for a delayed order?
We understand that delays can be frustrating, and we truly appreciate your patience. As expected receival date of items can vary based on factors outside of our control, we do not provide compensation for delayed items/orders.
At the Guest Experience Center level, we are not able to directly offer compensation for delayed items or open orders. However, we are committed to helping you find a resolution.
What Happens Next?
To best assist you:
- We will contact the store where your purchase was made to review your concern.
- If possible, we will attempt to transfer you directly to the store for immediate assistance.
- If a live transfer is not successful, we will create a support ticket on your behalf and send it to the store with your request for a predelivery compensation review.
The store team will review your concern and respond to you directly within 48–72 hours with a possible resolution.
Can I receive my order in multiple deliveries if some items are delayed?
In some cases, yes — your order may be delivered in separate shipments. However, certain guidelines apply.
How Many Split Deliveries Are Allowed?
A maximum of two (2) deliveries per order is permitted.
Any additional split deliveries would require management approval and an additional delivery fee to be paid.
When Are Split Deliveries Not Allowed?
Split deliveries cannot be arranged if:
- The items are expected to arrive within 10 days of each other. In this case, the items will be combined and delivered together on the later availability date.
- If not scheduled at the time of purchase, the order will remain in "Estimated" status until all items are available.
- The order involves exchanges or reselections. These must be delivered together in one shipment.
Important Notes
If your order is already being prepared or loaded for delivery and needs to be split, it must first be removed from the delivery schedule before adjustments can be made. If you are considering split delivery or would like to review your options, please contact our Guest Experience Team. We are happy to help determine what is available for your order.
Where does your product come from/who manufactures it?
Our furniture is sold by FDE, LLC (Ashley Northeast) and is primarily designed and manufactured by our parent company, Ashley Furniture Industries, LLC (AFI).
Ashley Furniture Industries is a vertically integrated company, meaning they manage nearly every step of the process — from design and engineering to manufacturing and distribution. This allows for strong quality control and consistency across products.
Where Is the Furniture Made?
Ashley products are made through a global network of manufacturing facilities.
United States (Approximately Two-Thirds of Production)
A large portion of Ashley furniture is manufactured domestically, including major facilities in:
- Mississippi – Home to one of the world's largest upholstery plants in Ecru, along with mattress and foam production in Verona and Saltillo
- North Carolina – Advance houses one of the largest manufacturing and distribution centers in the world
- Wisconsin – Headquarters located in Arcadia, with additional operations in Whitehall
- Pennsylvania – Large manufacturing and distribution center in Leesport
International Production (Approximately One-Third)
The remaining production comes from international facilities, primarily in:
- Vietnam (five major facilities)
- China
Ashley also maintains sourcing offices and additional operations in India, Malaysia, Indonesia, and Mexico.
Who Manufactures the Products?
Primary Manufacturer
Most furniture — including upholstery, recliners, case goods (wood furniture), and bedding — is produced directly by Ashley Furniture Industries.
Mattress Brands
Following a 2024 acquisition, Ashley now owns Resident Home, the parent company of the Nectar and DreamCloud mattress brands.
Third-Party Partners
While Ashley manufactures most products in-house, they also work with trusted global suppliers for certain materials, components, and home décor accessories.
Why was my scheduled delivery postponed?
We understand how disappointing it can be when a scheduled delivery is postponed. Below are the most common reasons this may happen:
What Is a "Broken Promise"?
A Broken Promise occurs when an item scheduled for delivery is not available on the delivery date.
This may happen if:
- The item was expected to arrive by a certain date, but was delayed due to supply chain issues
- The warehouse team identified damage during inspection and determined the item did not meet our quality standards
Our goal is always to deliver items in excellent condition, and sometimes postponing delivery ensures you receive merchandise that meets those standards.
Can I Receive a Partial Delivery?
In many Broken Promise situations, a partial delivery may be offered.
However, partial delivery is typically not recommende if:
- The missing item is required to assemble another piece (Example: Bed rails are unavailable, but the headboard and footboard are ready. The bed cannot be assembled without the rails.)
- The missing item is part of the same furniture set (Example: A sectional wedge is unavailable, but the remaining sectional pieces are ready. In most cases, we would not recommend delivering an incomplete set.)
If you also have other items on your order (for example, a living room set and a bedroom set), partial delivery may be possible for the items that are fully available.
Ultimately, the decision to accept a partial delivery is yours. If requested, we will honor partial delivery in most Broken Promise situations.
What Is a "Short Ship"?
A Short Ship occurs when an issue is discovered shortly before delivery — often the day prior — that prevents a specific item from being delivered.
For example:
- Damage is identified during final inspection or loadout
- No replacement inventory is available in the warehouse
In this case, the affected item will be rescheduled once a replacement becomes available.
If your delivery was postponed and you would like to review your options, including partial delivery, please contact our Guest Experience Team. We are here to help.
How can I check the status of my order on the guest portal?
Step 1: Visit the Guest Portal
Click the link below to access your order information:
https://portal.ashleyne.com/terms-and-conditions
Step 2: Create or Log In to Your Account
To view your order details, please register or log in using the same email address you provided at the time of purchase.
By creating an account, you can:
- Track your order status
- Schedule and reschedule your delivery (if eligible)
- Review past purchases
If you have any questions or concerns, please contact our Customer Care team by texting or calling 732-548-1200. If the sale is not paid in full, it shall remain on credit hold and will not be able to be scheduled for delivery.