Orders, Payments, Shipping, & Returns
When is my order processed?
Orders are processed the same day they are received or on the next business day if the order is placed on a weekend or holiday. Your credit card is charged when your order is shipped. If multiple shipments are required to fulfill your order, you will be billed as the items are shipped. Delivery fees and taxes, if applicable, are charged on a pro-rated basis as items are shipped.
How will I know if you've received my order?
When ordering online, you can request to receive an order confirmation via email. Just click on the appropriate box on the payment information page, make sure your email address is correct, and you will receive an email confirming your order after you click on "purchase". Additionally, you will be given your order number on the order confirmation page after you submit your order. Be sure to jot this number down and keep it handy in case you have questions about your order.
What delivery methods are available?
The Company Store offers free ground shipping on orders of $50 or more to our customers every day within the 48 contiguous states. In-stock items will ship within 1-2 business days via UPS. For information on backordered items click here. For deliveries to Alaska, Hawaii, and US Territories a $20 shipping fee applies. Free shipping is not available for some furniture, items shipped directly from the manufacturer, or other large items, which require special handling and care due to their size and weight.
Rush delivery options are also available for an additional fee. 2nd Day Delivery (2 business days): $20 and Overnight Deliver (next business day): $30
Can I ship items to more than one address when placing my order online?
We are happy to ship items to more than one address, but unfortunately, we cannot do so online within a single order at this time. If you would like to place an order with multiple delivery addresses, you can enter separate orders online or call us at 1-800-323-8000. We regret any inconvenience and promise to make this easier in the future - stay tuned!
When will I receive my order?
For most in-stock items delivered within the contiguous United States, expect to receive your order within 7 business days, depending on your delivery area. Orders for rush delivery are shipped the same day if received by 11:00 AM Eastern time. Some items are shipped directly from the manufacturer (these items are noted on the product page) and may take up to 6 weeks for delivery. Please allow additional time for personalized items.
How do I check the status of my order or contact you if I have a question about my order?
If you have any question about your order, including order status, call us at 1-800-323-8000 or email us at firstname.lastname@example.org. Please include your name, address, and order confirmation number in addition to your question so that we may assist you as quickly as possible.
Where can I find information about past orders?
If you have any question about orders you've made in the past, call us at 1-800-289-8508 or email us at email@example.com.
What methods of payment do you accept?
Whether you're ordering online or by phone you can pay with Visa, MasterCard, Discover Network, or American Express. We also accept payment via PayPal for orders placed online.
When is my credit card charged for my order?
Your credit card is charged when your order is shipped. If multiple shipments are required to fulfill your order, you will be billed as the items are shipped. Shipping fees, as well as taxes, if applicable, are charged on a pro-rated basis as items are shipped.
Do you offer deferred billing?
What is your standard shipping policy?
The Company Store is pleased to offer free ground shipping on orders of $50 or more to our customers every day within the 48 contiguous states (from east coast to west coast and everywhere in between)! We strive to ship in-stock items within 1-2 business days via UPS. For deliveries to Alaska, Hawaii, and US Territories a $20 shipping fee applies. Free shipping is not available for some furniture, items shipped directly from the manufacturer or other large items, which require special handling and care due to their size and weight.
Are you experiencing delays due to COVID-19?
The COVID-19 pandemic has strained virtually every industry, impacting every step of the global supply chain from vendors to fulfillment. The safety and health of our customers and employees is our top priority, as is the case with our distribution and delivery partners. This abundance of caution and care may contribute to distribution delays, but rest assured we are working hard to deliver your order as fast and as safely as possible. We appreciate your patience as we navigate this uncharted territory. Click here for additional information.
How will I know when my order has shipped?
For in-stock items, you should receive a shipping confirmation email with tracking information within 1-2 business days of placing your order.
How do I track my package?
What is my UPS Tracking number and where can I find it?
Your UPS Package Tracking number is 18 characters including both numbers and letters. It can be found:
- In your Shipment Confirmation email from firstname.lastname@example.org
- If you are opted into UPS emails, it can be found in the shipping email from “UPS My Choice” (email@example.com)
Where does The Company Store ship?
The Company Store ships to all 50 states (including Alaska and Hawaii) as well as PO Boxes, US Virgin Islands, Puerto Rico, and military bases/APO/FPO addresses. A $20 shipping fee will be applied to orders outside the contiguous US. Items with heavyweight charges are not available to be shipped outside the contiguous US.
Do you ship to Canada at this time?
Unfortunately, we do not ship to Canada at this time.
Why do some items take longer to ship?
Some items are shipped directly from our trusted manufacturers (which is noted on the product page) and may take up to 6-8 weeks for delivery. These items include, but are not limited to furniture, rugs, and custom orders.
Do you offer Rush Delivery?
Rush delivery options are available within the contiguous U.S., Alaska, Hawaii, and Puerto Rico. We guarantee timely delivery, or we pay for the additional shipping charges ourselves.
2nd Day Delivery (2 business days): $20.00 Overnight Delivery (next business day): $30.00
Rush delivery orders must be placed by 10AM ET and the item must be in-stock to ship the same business day. All orders placed after 10 AM ET on a Friday, a weekend, or holiday will ship the following business day. Similar to our standard shipping, an additional $20 shipping fee will be applied to orders outside the contiguous US. We do not offer rush delivery on heavyweight items or items shipped directly from the manufacturer.
Delivery guarantee will not apply to events out of our control or impacting the carriers’ ability to deliver, such as severe weather.
Do you offer monogramming? How long does it take to ship personalized items?
Yes! We want you to love the look and feel of your custom order—please allow an additional 5-7 business days for your order to be personalized. You are welcome to select an expedited shipping method, but this will not increase the speed at which your items are monogrammed. If there are multiple items in your order, they will all ship together when the personalization is complete.
Truck Delivery for oversized furniture that exceeds parcel carrier shipping weight limits; this includes our premium in home delivery service for a fee. For added convenience, the carrier will deliver to your room of choice (within two flights of stairs) and remove all packing material. Assembly service is not included. The carrier will contact you to provide a 4-hour delivery window once the items have arrived in your area. Someone 18 years of age or older must be present to sign for the delivery.
We ask that you inspect your delivery upon its arrival to ensure there are no damages and provide a signature upon receipt. Contact Customer Service representatives at 1-800-289-8508 or email us, firstname.lastname@example.org, we are here to help.
Truck delivery is available in the 48 contiguous states. Arranging delivery- truck delivery is by appointment Monday-Friday and Saturday as needed. A service representative will contact you to arrange a delivery date and confirm the appointment timeframe (typically a 4-hour window).
We want you to be happy. If you are unsatisfied with any portion of your order, we are happy to accept returns within 90 days of your purchase. Your comfort is our promise.
What is The Company Store’s "REST EASY" Guarantee?
All our products are made to the highest quality standards and we stand behind them with our 90-day Rest Easy Guarantee. Your comfort, our promise. Wash it, sleep on it, enjoy and have fun with it, just don’t damage it. If your ultimate comfort hasn’t been achieved, return it! It’s that easy.
Please note that we are not able to accept returns of monogrammed items, clearance items (prices ending in $0.97), delivery and service charges, and Gift Cards.
How do I return my order?
Purchases may be returned in 4 easy steps:
Where can I drop off my package to be returned?
Your return package can be dropped off at any UPS drop off location, nationwide.
To find a UPS drop-off location, click here.
How and when will I receive my refund?
Refunds are returned to the original method of payment, minus a $2.95 per item returns processing fee.
The refunded amount will appear back in the original method of payment within 3-5 business days from when your package is received.
What is my UPS Tracking number and where can I find it?
Your UPS Package Tracking number is 18 characters including both numbers and letters. It can be found:
I do not have my packing slip or shipping label; is there anywhere else I can find my tracking number?
Threw away your packing slip and box? Don’t lose any sleep over it, you can also locate your UPS tracking number:
1. In your shipping confirmation email from email@example.com
2. If you are opted into UPS emails, your tracking number can be found in the shipping email from “UPS My Choice” (firstname.lastname@example.org).
Returning a gift and don’t want anyone to know?
We’ve all been there, and we’ve got your back. Our Customer Care team will keep your secret and even help you find something that’s more your style.
Monday-Friday: 8am – 10 pm ET
Saturday & Sunday: 9:30am-6pm ET
How and when will I receive my refund?
Refunds are returned to the original method of payment, minus a $2.95 per item returns processing fee. The refunded amount will appear within 3-5 business days after your package is received in our returns department.
Where can I drop off my package to be returned?
Your return package can be dropped off at any UPS drop off location, nationwide. To find a UPS drop-off location, click here.
Do I have to create an account with UPS to create a return?
No, an account with UPS is not required to complete a return, but if you do create one, you will be able to track your UPS shipments and easily complete returns to The Company Store in the future.
How does the UPS app work?
When you want to return a package from The Company Store on UPS’ mobile app, simply click “Return My Package” to initiate a return. From there, you have the option to (1) print the label, (2) email the label, or (3) get a mobile code that can be used at any The UPS Store location.
Am I required to return my order through UPS?
Currently, The Company Store only offers UPS return labels. You are welcome to return your item with the carrier of your choice, but if you choose to do so, you will not be reimbursed for your return shipping cost and will still be charged a $2.95 per item returns processing fee. If you would still like to return your order, please include the packing slip in your package and ship it to:
The Company Store
3375 Joseph Martin Highway
Martinsville, VA 24112
What if I want to exchange my order?
Unfortunately, we are not able to accept exchanges at this time, but you are welcome to return your item and repurchase what you would like. The comfort experts on our Customer Care team are happy to help you find other options. Contact them at 1-800-323-8000 or email us at email@example.com.
What products are part of the Lifetime Guarantee program?
We will honor exchanges beyond 90 days for our Lifetime Guarantee products. To determine if your product qualifies for Lifetime Guarantee, look for this logo or click here.
Can I return a custom order?
Custom items are made to order specifically for you and may not be cancelled or returned. Custom orders include items with a monogram and all upholstered furniture: headboards, complete beds, slipcovers, benches, chairs, stools, and settees which cannot be returned unless received damaged or defective. To ensure you are choosing the right fabric, we recommend you order swatch materials before placing your order. Please call our Customer Service representatives at 1-800-323-8000 or email us, firstname.lastname@example.org.
Furniture & Rug Returns
We hope you are thrilled with your purchase. Furniture and rugs are shipped directly from the manufacturer. Please allow 4-6 weeks for delivery. If you're not completely satisfied with your purchase, we’ll gladly offer you an exchange or refund for undamaged items. You must contact us within 7 days of your delivery to arrange a return. The item must be returned within 30 days from receipt of product. A restocking fee will apply to furniture and rugs at 15% of the purchase price. Shipping and handling fees are non-refundable. Return shipping and return pick up fees are the customer’s responsibility and nonrefundable. Furniture and rugs are not available outside the 48 contiguous states. We are here to help, please call our Customer Service representatives at 1-800-289-8508 or email us, email@example.com.
We offer truck delivery for oversized furniture that exceeds parcel carrier shipping weight limits; this includes our premium in home delivery service for a fee. For added convenience, the carrier will deliver to your room of choice (within two flights of stairs) and remove all packing material. Assembly service is not included. The carrier will contact you to provide a 4-hour delivery window once the items have arrived in your area. Someone 18 years of age or older must be present to sign for the delivery.
We ask that you inspect your delivery upon its arrival to ensure there are no damages and provide a signature upon receipt. Contact our Customer Care team at 1-800-289-8508 or email us, firstname.lastname@example.org, we are here to help. Truck delivery is available in the 48 contiguous states.
Arranging delivery is by appointment Monday-Friday and Saturday as needed. A service representative will contact you to arrange a delivery date and confirm the appointment timeframe (typically a 4-hour window).
I still have questions, is there someone at The Company Store that I can speak with directly?
You can contact our Customer Care team 7 days a week via email or phone. We are happy to assist you.
Monday-Friday: 8am – 10pm ET
Saturday & Sunday: 9:30am-6pm ET
If my selection is "backordered," what happens?
Occasionally, a product is more popular than we anticipated, and we temporarily run out of stock. When that happens, we will immediately notify you via email with the anticipated shipping date. Most items that are backordered are expected to arrive in our fulfillment center within 30 days. We ship all ordered items as they become available, so if you have ordered more than one item and any of those items is on backorder, you will receive multiple shipments. If your order is sent in multiple shipments, your credit card will be charged separately for each shipment, including prorated shipping charges, if applicable.
If you would like to inquire about the status of a backordered item, call us at 1-800-323-8000 or send us an email at email@example.com and include your name, address and order confirmation number, if known.
An item I've ordered is on backorder and I do not want to wait for it. How can I cancel it?
To cancel any backordered item, call us at 1-800-323-8000 or send us an email at firstname.lastname@example.org and include your name, address, and order confirmation number, if known, and the item you wish to cancel. If the item has not already shipped, we will cancel it immediately. If it has already shipped, simply return the items that you do not want and we will credit your account.
If my selection is "cancelled," what happens?
We do our best to closely monitor inventory levels and keep The Company Store site as current as possible, but sometimes, we receive multiple orders for items that are being discontinued and subsequently become permanently unavailable before we are able to remove those products from our site. If that happens, we will notify you that the item has been "cancelled" and may suggest an alternate product. Because we bill you as items are shipped, your credit card will not be charged for any items that are unavailable. If an item is discontinued, we may substitute merchandise of equal or better value. We will call you to inform you that a substitute item is available and will only ship it to you with your permission.
Part of my order is on backorder, when will it ship?
Occasionally, a product is more popular than we anticipate and sells out. You will be notified of a restock date at the time of your order. We want you to start enjoying your product as soon as possible and will ship your order as soon as it becomes available. If your order is sent in multiple shipments, your credit card will be charged separately for each shipment, including prorated shipping charges, if applicable.
Why does the estimated delivery date on my backordered item keep changing?
Unfortunately, the impacts of the global pandemic are far reaching and unpredictable, hitting the shipping and logistics industry particularly hard. We are working closely with our distribution and delivery partners to get backordered items back in stock. As we receive status changes from our vendors, we will update our expected shipping time for the product. We want you to have the latest and best information on when you can expect to receive your item(s).
Why wasn’t I notified of the change in shipment date for my backordered item(s)?
We apologize for not notifying you of the change, this is definitely not the experience we want for our customers. We are currently testing a new notification system and hope to implement it by the end of the month. The new system will alert you via email to any future backorder updates. We apologize for any inconvenience and appreciate your patience.
When I placed my order, the item was in stock, but now it’s not. What happened?
We update our inventory status online several times a day. However, some popular items can sell out very quickly. If the inventory status was updated just before the item sold out, it could appear to still be in stock for a short period of time. We sincerely apologize for any inconvenience. For help in selecting an alternative item or for backorder updates, please contact our Customer Care team at email@example.com or 1-800-323-8000.
About Gift Cards & EGift Cards
What is the difference between a Gift Card and an EGift Card?
The Company Store Gift Card is a plastic card that can be used for online and catalog purchases. An EGift Card ("E" signifying electronic) works the same way but is sent electronically to an e-mail address that the sender specifies when placing the order.
Where can I purchase a Gift Card or EGift Card?
You can purchase The Company Store Gift Card and EGift Card online, or by phone at 1-800-323-8000.
How are Gift Cards sent and what is the shipping cost?
All plastic Gift Cards are shipped for free via USPS First-Class Mail®, and should arrive within five to seven business days. If you need a Gift Card to arrive faster, we recommend you send an EGift Card instead. There is no shipping charge to send an EGift Card.
Does the plastic Gift Card arrive in a box and gift wrapped?
No. At this time, plastic Gift Cards are sent in a standard business class envelope. If you wish to give our Gift Card in a box, we recommend that you send the card to yourself to wrap. We are preparing to offer an enhanced presentation of your Gift Card, so check back with us soon.
Can I send a Gift Card to someone and purchase other items to be shipped to myself on the same order?
If you wish to send Gift Cards and other merchandise in your order to different destinations, please place your order via Customer Service at 1-800-323-8000. Our website does not currently support multiple ship-to addresses. We hope to offer this function on our website soon, so check back with us.
If I order a Gift Card and other merchandise to be shipped to the same destination will they arrive in the same package?
No. The Gift Card is sent separately from the merchandise in your order.
Is there a limit to the number of Gift Cards I can purchase at one time?
There is no limit to the number of Gift Cards you can purchase. However, we can only ship up to four plastic cards in one package. If you purchase more than this in one order, cards will be shipped separately in packages of four.
Do The Company Store's Gift Cards or EGift Cards expire?
Our Gift Cards and EGift Cards are like cash; there is no expiration date.
Can I use a coupon to purchase a The Company Store Gift Card or EGift Card?
No. Promotional discounts cannot be used towards the purchase of a Gift Card or EGift Card.
Can I redeem a Gift Card or EGift Card for cash?
No. Gift Card/EGift Cards are treated as a merchandise credit and can only be used towards the purchase of products or services from our website or catalog.
Can I use a The Company Store Gift Card or EGift Card to purchase another The Company Store Gift Card or EGift Card?
How do I check the balance of my Gift Card or EGift Card?
You can check your Gift Card balance online, or by calling 1-800-323-8000. You will be asked to provide your Gift Card or EGift Card number through either method.
Can I replace a lost or stolen Gift Card or EGift Card?
The Company Store is not responsible for lost or stolen Gift Cards or EGift Cards, or if your Gift Card is used without your permission. Please treat these cards with the same security methods as you would with cash.
How long does it take for the recipient to receive their EGift Card?
Sent to a valid e-mail address, the recipient should receive their EGift Card within a few hours of the order being placed.
How is the EGift Card recipient notified?
The recipient will get an e-mail alerting them of their gift. The e-mail will also include information on how to retrieve and use the EGift Card.
How will I know if an EGift Card that I purchased is received by the recipient?
You will receive an e-mail from The Company Store confirming the EGift Card has been received by the recipient. If you do not receive a confirmation e-mail, and the recipient has verified that they did not receive their EGift Card, please contact Customer Service at 1-800-323-8000.
What if my recipient never got the EGift Card or the e-mail was deleted?
If your recipient did not receive their EGift Card, or accidentally deleted it, please call 1-800-323-8000.
What if the recipient got the EGift Card but cannot open or print it?
If the EGift Card cannot be opened or printed, please contact Customer Service at 1-800-323-8000 for assistance.
What if my EGift Card was delivered to the wrong e-mail address?
It is the responsibility of the sender to provide the correct e-mail address of the recipient. The Company Store is not responsible for EGift Cards sent to a valid but incorrect e-mail address. To ensure delivery to the correct recipient, we recommend you verify the recipient's e-mail address prior to placing your order.
How do I use my The Company Store Gift Card or EGift Card for payment online?
To redeem online, shop at The Company Store and then proceed to checkout. At the "Payment" page, enter the 19 digit Gift Card number and the 4-digit PIN number on your Gift Card or EGift Card. You will also need to provide a credit card to complete your order. Your Gift Card will always be debited first. Your credit card will only be charged if the order total exceeds the amount on your Gift Card.
If my Gift Card has more than enough funds to pay for my purchase, why must I also provide a credit card to complete my order?
Because we will continue to accept our old paper gift certificates which require a credit card, at this time our system must handle Gift Card transactions the same way. If you do not wish to provide a credit card, you may place your order by calling 1-800-323-8000.
How do I use my The Company Store Gift Card or EGift Card for payment on phone?
The customer care associate will guide through this process, asking you to read the 19 digit Gift Card number and the 4-digit PIN number. Your customer care associate will be able to provide you your total for the purchase and advise if there is a balance remaining on the gift card.
Can I use multiple Gift Cards as payment?
Yes. You may use up to three Gift Cards/EGift Cards on a purchase.
What if I have an unredeemed old paper Gift Certificate from The Company Store Can I still use it?
Yes. You may still redeem our paper Gift Certificates online and for phone orders.
To use your paper Gift Certificate online, just enter the eight or nine digit certificate number on the payment page. To use for a phone order, just read your certificate's number to the Customer Service representative.
What if the cost of my order exceeds the amount of my Gift Card or EGift Card or gift certificate?
If the gift(s) you are redeeming do not cover the entire amount of your order, you will be asked to provide a credit card for the balance of the payment.
What happens if my order is less than the value of my Gift Card or EGift Card?
If your order is less than the value of your Gift Card or EGift Card, the balance will remain on the Gift Card or EGift Card for future purchases.
Should I dispose of my Gift Card or EGift Card once I've spent its entire value?
No. Please do not dispose of your Gift Card or EGift Card until you are completely satisfied with your purchase.
What happens if I am returning merchandise purchased with a Gift Card or EGift Card?
If you are returning merchandise purchased with a Gift Card or EGift Card, the amount of the merchandise credit will be placed on the existing Gift Card.
If I return an item purchased with a Gift Card or EGift Card, can you credit my credit card instead?
No. All returns are credited in the original form of payment.
How will I receive my refund if my purchase was made with a Gift Card and credit card?
If you purchased an item using your Gift Card and credit card together, the amount you paid with your Gift Card will be put back onto a Gift Card. Any additional monies paid by a credit card will be refunded to your credit card.
Sales and Promotions
How do I use a Promotion Code
The Company Store offers Promotion Codes for product discounts from time to time. To use your Promotion Code, after adding the items you wish to purchase to your shopping cart, enter the promotion code in the "Promotion Code" field and hit apply. There is a secondary option to add the promotion code during the one-page checkout process as well.
If you have any additional questions pertaining to Promotion Codes or need further assistance in placing your order, please feel free to call Customer Service at 1-800-323-8000. Important Restrictions:
- Check the disclaimer with the Promotion Code for any applicable terms and conditions.
- Promotion Codes are not transferable
- Promotion Codes may only be used once and cannot be used on subsequent orders
- No cash or credit back
- Promotion Code must be submitted at time of order
- Expired codes are not valid
- Tax and delivery are not included in calculating minimum purchase requirement
- Promotion Codes are not valid on previous purchases
- Limit one per customer
The Company Store reserves the right to reject orders that use a Promotion Code that was obtained from a bulletin board or other Internet site. The Company Store also reserves the right to reject orders that use a Promotion Code that is in violation of any restriction listed above. If our system does not accept your Promotion Code and you believe you hold a valid code, please call us at 1-800-323-8000.