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Sale Changes and Payment

I want to cancel my order

We understand that plans can change, and we're here to help guide you through the cancellation process.

Important Timing Information

If your order is cancelled within 72 hours of the scheduled delivery, delivery fees are non-refundable due to our quality control and preparation process.

We encourage you to reach out as early as possible to avoid any potential fees.

Contacting Us

If you would like to cancel your order, please contact your salesperson or visit your local showroom. Alternatively, you can contact our Guest Experience Team to help. One of our agents will:

  • Review your order details
  • Ask a few questions to better understand your reason for cancellation
  • Explain any next steps

Store Coordination

Because your purchase was placed through a store location, our Guest Experience team cannot cancel orders over the phone or via email. If you speak with our Guest Experience team to cancel an order:

  • We will attempt to contact the store directly on your behalf.
  • If we are unable to reach them immediately, we will create a store support ticket.
  • The store will then contact you directly within 24–72 hours to finalize the cancellation request.

Our goal is to ensure your request is handled quickly and accurately. If you have any questions, our Guest Experience Team is always here to assist you.

I want to modify my order

If you would like to change, remove, or add an item to your order, we're happy to help guide you through the process.

Orders Placed In-Store

Because your purchase was completed through a store location, all order modifications must be completed by the showroom you originally purchased. You may call our Guest Experience team to help facilitate this. In this case we will:

  • Attempt to contact the store directly on your behalf.
  • If we are unable to reach them right away, we will submit a support ticket to the appropriate store.
  • A store representative will contact you within 24–72 hours to review and finalize your requested changes.

This ensures your order is updated accurately and reflects your preferences.

Important Timing Guidelines

  • All orders go through a thorough quality control process beginning 72 hours prior to delivery.
  • Order changes or modifications can be made up to 72 hours before your scheduled delivery date.
  • Requests made within 72 hours of delivery may be reviewed on a case-by-case basis.

Please note:

  • Changes made within 72 hours may require a new delivery date.
  • A $99 redelivery fee may apply if adjustments impact your scheduled delivery.

We recommend contacting us as soon as possible to ensure the smoothest experience. Our Guest Experience Team is here to support you every step of the way!

I have a question about my financing terms

We're happy to help point you in the right direction regarding your financing questions.

How Store Financing Works

When you apply for financing in-store, you are applying for a revolving line of credit through a third-party financing provider, such as:

  • Synchrony
  • Genesis
  • Fortiva
  • American First

If approved, you receive a credit limit that can be used toward your purchase.

Key Things to Know:

  • Monthly payments are required.
  • Interest may apply if the balance is not paid in full according to your promotional terms.
  • A deposit or down payment may be required.
  • You are charged for items as they are delivered or picked up, not at the time of purchase.

Questions About Your Specific Terms?

Because your financing was set up at the store, they are best equipped to discuss specific terms of your financing agreement. You may call our Guest Experience team to help facilitate this. In this case we will:

  • Attempt to contact the store directly on your behalf.
  • If we are unable to reach them right away, we will submit a support ticket.
  • A store representative will contact you within 24–72 hours to review your financing details and answer your questions.

I want to make a payment

If you would like to make a payment on your order — including layaway payments, remaining balances, or applicable fees — we're happy to help guide you.

Orders Placed In-Store

For payments related to store purchases or layaway accounts, these payments must be processed by our store team. You may call our Guest Experience team to help facilitate this. In this case we will:

  • Contact the store directly on your behalf for assistance.
  • If we are unable to reach them immediately, we will submit a support ticket.
  • A store representative will follow up with you to complete your payment or release your order.

Layaway Payment Guidelines

  • A minimum $100 down payment is required to start a layaway.
  • Payments must be made every 30 days to keep the layaway active.

Important Policy Information:

  • After 14 days, the initial layaway deposit becomes non-refundable.
  • If a layaway is cancelled after the 15th day, or if monthly payments are not made, all payments made will remain as store credit.
  • Store credit is non-refundable but may be used toward a future purchase.

If you're ready to make a payment or have questions about your balance, please contact our Guest Experience Center and we'll make sure you're connected with the appropriate store team as quickly as possible.

I'd like to request a price match to another retailer/website.

We understand that finding the best value is important. If you've seen your item advertised at a lower price, we're happy to review your request.

Why Do Prices Sometimes Differ?

If You Saw a Lower Price on AshleyFurniture.com

Our stores are independently owned and operated. Ashley Industries may update pricing on AshleyFurniture.com, and store pricing may vary based on local business decisions.

If You Saw a Lower Price at Another Retailer

Many retailers sell Ashley products, and each retailer independently sets pricing based on their own promotions, inventory, and business model.

Price Match Eligibility Requirements

To qualify for a price match, the following conditions must be met:

  • The request must be made within 7 days of purchase.
  • If your item has already been delivered but it is still within 7 days of purchase, you may still be eligible.
  • The competing retailer must deliver to your zip code with no upcharges.
  • The item must be the exact same product (same SKU, size, color, etc.).
  • The item must be in stock and available for delivery within 30 days from the competitor.
  • Certain exclusions may apply (including long-term financing or leasing promotions).

How Is the Request Reviewed?

All price match requests are reviewed by our store teams and must be approved by a sales manager. You may call our Guest Experience team to help facilitate this. In this case we will:

  • Attempt to connect you directly with the showroom where your purchase was made.
  • If we are unable to reach them immediately, we will submit a support ticket to the store.

Please note: While we're happy to submit your request, price matches are not guaranteed and require management approval.

If you'd like us to review a specific listing, please have the competitor's website or advertisement available, and we'll be glad to assist you further.

Why is the price online different?

We understand that pricing differences can be confusing, and we're happy to explain.

Why Do Prices Vary?

AshleyFurniture.com

Our retail stores are independently owned and operated. Ashley Industries frequently updates pricing on AshleyFurniture.com, and store pricing may not always reflect those changes immediately.

Other Retailers

Many retailers sell Ashley products. Each retailer independently sets pricing based on their own promotions, inventory levels, and business decisions.

Because of this, pricing may vary between websites and showroom locations.

Who Can Confirm Pricing?

All pricing conversations must be handled directly by the showroom where your purchase was made. Our Guest Experience Team is unable to quote or confirm pricing.

If you're looking for an approximate online price, you may search for the item directly on AshleyFurniture.com.

If needed, we're happy to connect you with your showroom for accurate pricing details.

What About Price Matching?

If you've found a lower advertised price, your store may be able to review a price match request. General guidelines include:

  • The request must be made within 7 days of purchase.
  • If already delivered, you may still qualify if within 7 days of purchase.
  • The competitor must deliver to your zip code.
  • The item must be the exact same product (same SKU, size, color, etc.).
  • The item must be in stock and available for delivery within 30 days.
  • Certain exclusions may apply (including long-term financing or leasing promotions).

All price match requests require management review and approval.

How do I contact the store?

Our Guest Experience Team is trained to assist with almost all of your questions, requests, or inquiries. However, if your specific inquiry needs to be handled by a showroom team member, we're happy to help you get connected with your showroom.

Contacting the Store

Our store locations do not have direct phone numbers available to provide to guests. However, our Guest Experience Team can contact the store for you.

When you call our Guest Experience Center:

  • We will attempt a warm transfer, meaning we will call the store directly through our internal phone system while you're on the line.
  • If the store answers, we will transfer your call right away so you can speak with them directly.

If the Store Is Unavailable

If the store does not answer, it may be because the team is assisting guests on the showroom floor. In that case:

  • We will create a support ticket for the appropriate store.
  • You will receive a ticket number for reference.
  • A store representative will return your call within 24–48 hours.

I need an update on my refund

We're happy to help clarify your refund status and timeline.

Refunds may be issued due to order changes, cancellations, returns, or approved discounts/compensation.

When Are Refunds Issued?

A refund may be due in situations such as:

  • An order was canceled
  • An item was returned
  • A deposit on a financed order needs to be refunded
  • A discount or compensation was applied after order completion

How Will I Receive My Refund?

Your refund method depends on your original form of payment:

Credit or Debit Card

  • Refunded back to the original card used
  • Typically visible within 3–5 business days after processing (depending on your bank)

Financing

  • Refunds processed through financing will appear as a credit on your next monthly statement from your finance provider
  • Please note: Guests are only billed for financed purchases once items are delivered or picked up. If your financed order was never received, you would not be billed and therefore would not be owed a refund.

Cash or Check

  • Refunded via a company check
  • Checks are processed every two weeks
  • Delivery time can range from a few days up to 3 weeks, depending on processing and mail times

If you would like a status update on your specific refund, please contact our Guest Experience Team and we'll be glad to review your account for you.

I need to modify my address or my personal information

We're happy to help guide you through updating your information.

To help protect our guests and prevent fraud, most address changes must be reviewed and validated by the showroom where your purchase was made.

When Can Guest Experience Assist?

Our Guest Experience Team can assist with limited updates, including:

  • Changing the delivery (fulfillment) address to match the billing address
  • Correcting minor spelling errors (for example, "Main Street" vs. "Mane Street")
  • Small formatting corrections (Street vs. Road vs. Place)

When Does the Showroom Need to Assist?

Changes involving the following must be validated by the showroom:

  • Address number
  • Apartment or unit number
  • Street name
  • City or state
  • Any completely new delivery address

In these cases, we will contact the store on your behalf or create a support ticket for follow-up.

Warranty Information

Please note:

  • Items are covered under the limited 1-year manufacturer's warranty only at the original delivery address.
  • If you move the furniture to a completely different address after delivery, warranty coverage will no longer apply.
  • Exception: This address limitation does not apply to mattresses purchased.

If you're unsure whether your update qualifies for immediate assistance, please contact our Guest Experience Team and we'll be happy to review your request.

I want to change my delivery/pickup date

We understand that schedules can change, and we'll do our best to accommodate your request.

Important Timing Guidelines

  • All delivery or pickup changes must be made at least 72 hours prior to your scheduled date.
  • Requests made within 48 hours of delivery (including rescheduling or postponement) will incur a $99 redelivery fee.

We encourage you to contact us as soon as possible to avoid any additional fees.

How to Request a Change

You may request a delivery or pickup date change by:

  • Contacting our Guest Experience Center
  • Visiting the store location where you made your purchase
  • Emailing your request to: [email protected]

Our team will review your order and provide the next available dates in your area.

I want to change my delivery to a pickup or vice versa

Because your purchase was made through a showroom location, changes from delivery to pick up (or vice versa) must be reviewed and processed by the store where the sale was completed.

How We Help You Connect with the Store

Our stores do not have direct public phone numbers available, but our Guest Experience Team can assist by contacting the store for you.

When you call us:

  • We will attempt a warm transfer, meaning we contact the store directly through our internal system while you're on the line.
  • If the store answers, we will transfer your call so you can speak with them immediately.

If the Store Is Unavailable

If the store does not answer, they may be assisting guests on the showroom floor. In that case:

  • We will create a support ticket for the appropriate store.
  • You will be provided with a ticket number for reference.
  • A store representative will return your call within 24–48 hours.

If the transfer is unsuccessful or your request is made before 10:00 AM EST, we will also create a ticket and advise of the same 24–48 hour follow-up timeframe.

Our goal is to make the process as smooth as possible and ensure you're connected with the right team to finalize your request. If you're ready to make the change, our Guest Experience Team is here to assist you.

I have a question about extended protection

We're happy to provide more information about our extended protection option.

What Is Extended Protection?

Life Happens, powered by Risk Assurance Partners (RAP), is an optional 5-year extended protection plan designed to cover certain accidents and incidents that are not included under the manufacturer's warranty.

This plan helps protect your furniture from unexpected events after delivery.

What Does It Cover?

The plan generally covers most accidental damage and incidents that occur within 5 years of delivery.

Examples may include accidental stains, damage from everyday mishaps, or other qualifying incidents.

Important Notes:

  • Coverage begins after delivery.
  • Claims must be reported within 90 days of the incident.
  • The plan does not cover: normal wear and tear, accumulation of damage over time, or routine cleaning services.

How Do I Access My Plan Details?

Full Terms & Conditions are:

  • Emailed within 2–4 weeks after delivery, or
  • Mailed physically if no email address was provided at purchase

You may also review the plan details online at: https://myclaims-ase.us/5-year-furniture-plan

What Happens If I File a Claim?

The Life Happens team will contact you using the phone number or email you provided. If approved, you may receive:

  • Replacement parts
  • Repair service
  • A full or partial store credit

If a claim is denied under the standard coverage, a second-tier protection option may be offered for an additional $99. This expanded coverage includes protection for wear and tear, accumulation of damage, and general cleaning.

Can I Add Extended Protection After Purchase?

Extended protection is only offered at the time of purchase and cannot be added post-delivery.

How do I get a copy of my sales receipt/T&Cs?

We're happy to help you access a copy of your sales documents.

Copy of Your Sales Receipt

If you need a copy of your sales receipt:

  • Our Guest Experience Team can email a copy to the email address listed on your order.
  • Simply contact us and request a duplicate receipt.

Terms & Conditions

The full Terms & Conditions are:

  • Provided to you at the time of purchase
  • Signed at the point of sale

You can also review our complete Terms & Conditions anytime by visiting: https://portal.ashleyne.com/terms-and-conditions