Customer Service

Frequently Asked Questions

Our guarantee

Our goal is to provide a positive customer experience by supporting you throughout the entire shopping experience. We stand behind the quality of our products and the prices we charge. If you're not completely satisfied with your purchase or any part of your experience, just let us know.

Shopping with Room & Board

  • How do I contact Room & Board if I have questions or want to place an order?
    Our expert Design Associates are ready to help at 800.301.9720. We are available seven days a week to answer your questions and place orders over the phone:
    • Monday - Friday: 8 a.m. to 9 p.m. (Central)
    • Saturday: 9 a.m. to 6 p.m. (Central)
    • Sunday: 10 a.m. to 6 p.m. (Central)
    You can also email us or visit one of our stores.
  • Where are your stores located?
    We have locations across the country, and more coming soon! Find a store
  • What is a Design Associate?
    Every person working in our stores and at our toll-free number is an expert Design Associate ready to help you create your ideal home. With first-hand product knowledge and a passion for design, our Design Associates will help you make choices that meet your needs and reflect your style. We know that selecting furniture for your home is very personal. We don't want you to feel pressured to make a purchase—that's why our Design Associates don't work on commission.
  • Can I find your furniture at other stores or on other Web sites?
    Most of our products are designed by, or manufactured exclusively for, Room & Board. However, we sell certain pieces by designers or companies like Herman Miller® and Artemide® who share our passion for well made, beautiful furniture and accessories. In the unlikely event another retailer should offer a lower price on any of these items, we'll gladly match it. Learn more
  • How do I pay* for my furniture?
    Credit cards: We accept VISA, MasterCard, Discover and American Express.
    Personal checks, money orders or Room & Board gift cards: Contact a Design Associate for more information at 800.301.9720.
    *Please note that full payment is required to ship an order.
  • Does Room & Board collect credit card surcharges or check out fees when I pay with my credit card?
    We do not collect a surcharge or check out fee on any credit card transactions.
  • Will I have to pay sales tax on my order?
    We are required to collect sales tax according to your state's specific sales tax laws. For more information, please call 800.301.9720. These states require tax on delivery service.
  • Do your products ever go on sale?
    No, our products are offered at the best possible value every day. We set our prices on December 26 and guarantee them for a full year. Discontinued items are offered in limited quantities at clearance prices. Learn more about Our Guarantee.
  • Do you post prices on your Web site that are different from those I might find in your catalog and stores?
    All the prices you see in our catalog, at our stores, and on our Web site are exactly the same. No matter how you order from us, you'll always get the same great value and quality.
  • Can I make changes to my order?
    If you wish to make changes to your order, please call us at 800.301.9720.
  • What if one of my items is out of stock or gets delayed?
    If the availability of your order changes by seven days or more, we will contact you with an update.
  • What if I get my furniture home and it just doesn't look the way I thought it would?
    We want you to be completely happy with your new furniture. If there's a problem with an item, or if things just don't look the way you thought they would, please let us know. We're here to help. Learn more
  • What's your return and exchange policy?
    We understand it can take a few days or a few weeks to determine if your new furniture will work for you. We encourage you to return or exchange products in a timely manner because damage or wear may result in an adjustment to your final refund. We don't charge a delivery fee for returns or exchanges within the 48 contiguous states, but original delivery changes are not refunded.

    Custom Product Policy: A non-refundable fee of 30% applies to returns, cancellations or changes on Custom products. Full refunds are only given if the order is canceled within 48 hours of the order being placed. Please note: Because Custom Window Treatments are made to the specific measurements of your windows, they cannot be returned.
  • Can I order fabric swatches for sofas and chairs?
    You can order up to 20 swatches online at no charge. Need more than 20? Just give us a call at 800.301.9720.
    Please Note: Actual swatch colors may differ from those you see on your monitor.
  • Do you offer services for designers or commercial clients?
    Room & Board Business Interiors provides specialized assistance for furnishing professional spaces. Whether you're furnishing your own office or bringing a client's vision to life, we'll help you fill the space with timeless furniture and accessories. Learn more
  • Do you sell gift cards?
    Room & Board gift cards are available in whole dollar amounts and can be sent directly to the recipient. At this time, gift cards cannot be purchased online. To order or redeem a gift card, contact a Design Associate at 800.301.9720 or visit one of our stores.
  • Who do I contact if I'm having problems viewing your website?
    • For the best experience on our site, we recommend the following:
    • Browsers for Mac: Firefox 12+, Safari 5.1+, Chrome 27+
    • Browsers for Windows: Firefox 12+, Internet Explorer 9.0+, Chrome 27+
    • Browser settings: Javascript enabled, cookies enabled
    • Optimal screen resolution: 1024 x 768
    • For the best experience on our mobile site, we recommend iOS 5.1+ or Android 4+
    If you're still having problems, contact us. For help with shopping and ordering, contact a Design Associate during our business hours at 800.301.9720.

Catalog orders, account options and e-mail updates

Furniture delivery

  • What are the delivery charges?
    We provide flat-rate, unlimited-item delivery based on where you live, not how much you buy. Find your delivery pricing
  • What types of delivery service does Room & Board offer?
    We strive to give you the best price and get your furniture and accessories to you in top-notch condition. Most furniture arrives through In-home Delivery, which includes full assembly and placement of your furniture and removal of all packaging. Find your delivery rate here. Smaller items, such as accessories, are shipped free via UPS. Custom window treatments are shipped via FedEx.
  • What can I expect from In-home Delivery?
    Our Delivery Associates will bring your furniture into your home, assemble it and remove all the packaging. Want us to remove our shoes? No problem. It's our pleasure to treat your home with absolute care and respect.
  • When can I schedule delivery?
    Depending on where you live and your item's availability, you may be able to select your In-home Delivery date online during the checkout process. If this option is not available in your area and all of your items are in stock, we will contact you within 24 hours (Monday through Saturday) to schedule your delivery. If some items are currently out of stock, we will contact you within 24 hours (Monday through Saturday) of your items arriving in our warehouse. Please note that delivery windows are scheduled for each route to create the greatest efficiency and lowest environmental impact. Therefore, we are not able to pre-assign specific delivery windows. If you have a special circumstance or questions about your delivery, please contact us.
  • Will everything in my order be delivered together?
    All In-home Delivery items in your order arrive in one trip. If all your items are not in stock, we will schedule delivery when all items are available. If you'd like your available items delivered sooner, please call us to arrange multiple deliveries at 800.301.9720.
  • How quickly will my items arrive?
    We strive for fast, efficient delivery on all items. Depending where you live and product availability, you can find a general timeframe for your specific delivery area here.
  • What do I need to do to prepare for my In-home Delivery?
    Please let us know if you have challenging roads, driveways or other access points that would be difficult for our trucks. Be sure to find out any requirements for access to buildings that have specific delivery instructions, such as deliveries allowed only during certain hours, dedicated freight, elevators, etc. If your property requires Room & Board to provide a Certificate of Insurance, please make this request prior to your day of delivery.
  • What if I require delivery to a remote or international location?
    We're here to help make delivery work for you. Please contact us for assistance with delivery to Alaska, Hawaii, international locations and P.O. boxes by calling 800.301.9720 within the United States, or +001 612.234.3049 internationally. You may also fill out our international shipping request form to facilitate the process. Please contact a Design Associate at 800.301.9720.

UPS shipping

  • When will my order arrive?
    Items are shipped as soon as they're available. You will receive an email with a tracking number letting you know when your order is on its way.
  • Can I track my order?
    You can track your order at UPS.com with your tracking number.

FedEx shipping

  • When will my order arrive?
    Items are shipped as soon as they're available. You will receive an email with a tracking number letting you know when your order is on its way.
  • Can I track my order?
    You can track your order at FedEx.com with your tracking number.

International orders

  • Do you ship internationally?
    Yes, although each international order is unique. Please contact us for assistance with delivery to Alaska, Hawaii, international locations and P.O. boxes by calling 800.301.9720 within the United States, or +001 612.234.3049 internationally. You may also fill out our international shipping request form to facilitate the process.
  • Do you ship to Alaska and Hawaii?
    Yes. Please contact us for assistance with delivery to Alaska, Hawaii, international locations and P.O. boxes by calling 800.301.9720 within the United States, or +001 612.234.3049 internationally. You may also fill out our international shipping request form to facilitate the process.

Furniture design and construction

  • Who makes your furniture?
    We design 90% of our furniture ourselves, to make sure it really works for kids, pets, paperwork and parties. We even test it in our own homes and offices.
  • What's so special about your furniture?
    We love using natural materials like solid wood and steel in our furniture. For example, we may choose solid cherry for an Arts and Crafts-inspired cabinet. Or we may try an unexpected pairing like quartz composite with stainless steel for a fresh-looking end table. Our simple, clean designs always showcase the beauty of the materials we choose.

    We also partner with U.S. manufacturers who care about the products they build, often hand-selecting the materials they use. We combine their expertise with our unique designs to create an exclusive furniture collection of the highest quality at the lowest prices. Learn more
  • What if I don't see the exact furniture size, configuration or material I need?
    We offer many ways to personalize or create your own furniture. For example, you can top many of our tables and desks with your choice of natural materials like solid wood, granite and glass. You also can create custom storage solutions and choose from more than 300 fabrics for upholstered pieces. Learn more
  • Can I use my box spring with one of your mattresses?
    Our mattresses offer superior comfort and support without requiring a box spring. The result is a cleaner profile and a better night's sleep. For these reasons, we design all of our beds to accommodate a mattress only. Learn more
  • What's the advantage of an oil-and-wax finish?
    Many of our wood furnishings feature an oil-and-wax finish. Oil penetrates wood to enhance its natural color and grain pattern while wax seals and protects. We recommend applying Room & Board Satin Wax at least once a year to furniture with this type of finish. Satin Wax can be purchased online, in our stores or by calling 800.301.9720. Learn more
  • How should I care for my furniture?
    Most of our furniture is crafted from natural materials like wood, steel, wool and glass. We offer detailed information about all our materials and tips on how to care for them. Learn more

Responsibility and reputation

  • Do you guarantee your furniture?
    We stand behind the quality and performance of all our products. In the unlikely event that your furniture arrives damaged or you aren't completely happy with it, we'll work with you to make things right. Learn more
  • How do I know whether or not a certain product is in stock?
    When you add an item to your cart, a message about its availability will appear. In most cases, your furniture will be delivered within ten business days for local delivery or within three weeks for national delivery. Please allow extra time for Made For You items. Learn more

    Note: Merchandise is subject to change. Measurements may vary up to one inch. Materials shown on-screen or in our catalog may vary slightly from actual colors of the item.
  • What is your pricing policy?
    Our products are offered at the best possible prices. We work closely with our manufacturers and because of our approach to product development we're able to eliminate the middleman in the process. As a result, you benefit from unique products that are offered at the best possible price and the highest possible quality. Our prices are guaranteed through November. Learn more
  • Do you support American manufacturers?
    We've been supporting American artisans and manufacturers from day one, back in 1982. We partner with small, family-owned companies that share our passion for the art of American furniture making and our dedication to sustainability. Learn more
  • Do you support sustainable manufacturing processes?
    We believe timeless, well-crafted furniture is an investment in the future of your home and the health of the planet. When you choose furniture designed and built to last, you don't have to worry about it breaking or going out of style. That means less waste, less energy used to build more furniture, and more money in your pocket. Learn more
  • What is your privacy policy?
    We never share, sell or trade e-mail addresses with third parties. Learn more
  • Where can I read reviews of your company or products?
    Customer reviews of our products are available on most product pages. You can also submit your own review from any product page. For reviews and articles about our company, visit our News Page.
  • Do you have any customer testimonials I can read?
    Product reviews, written by customers, are available on most product pages.

Business Interiors

Designer resources

  • What if I am working on a public space?
    We understand that public spaces require different specifications and our Business Interiors Design Associates are dedicated to working with customers who are completing commercial spaces. Learn more about Business Interiors or call one of our dedicated Design Associates at 800.952.9155.
  • Why do designers work with you when you don't offer discounts?
    The designers we work with value the exceptional level of communication and coordination our design associates provide in partnership with our assortment. We are proud of the value we provide to the market with exclusive furniture that is timeless and handcrafted. They take comfort in our dedication to our service, our partnership to them and the value they are getting in our product. Many of the designers we work with offer a fee-based pricing model.
  • Can I get multiple catalogs?
    Yes, please call us at 800.301.9720 and we can have them sent out to you.
  • What is your return and exchange policy?
    We want your client to be completely happy with their new furniture. If there's a problem with an item, or if things just don't look the way you thought they would, please contact us. We're here to help. Learn more

    Custom Product Policy: A non-refundable fee of 30% applies to returns, cancellations or changes on Custom products. Full refunds are only given if the order is canceled within 48 hours of the order being placed. Please note: Because Custom Window Treatments are made to the specific measurements of your windows, they cannot be returned.
  • Do you guarantee your furniture?
    We stand behind the quality and performance of all our products. In the unlikely event that your furniture arrives damaged or you aren't completely happy with it, we'll work with you to make things right. Learn more

    If you are furnishing a commercial space or have specific requirements please call 800.952.8344 for help to work with one of our Business Interiors Design Associates.
  • Will I have to pay sales tax on my orders?
    We are required to collect sales tax according to your state's specific sales tax laws. If your business or organization is tax exempt, please call us at 800.952.9155 and we'll be happy to set up your account with tax exemption. At this time, tax exempt orders can only be processed over the phone or in our stores.

Business Interiors and designer resources delivery

  • Will I have to pay sales tax on my orders?
    We are required to collect sales tax according to your state's specific sales tax laws. If your business or organization is tax exempt, please call us at 800.952.9155 and we'll be happy to set up your account with tax exemption. At this time, tax exempt orders can only be processed over the phone or in our stores.
  • Do you sidemark orders?
    Yes, we are able to side mark your order to help you manage your project. Additional charges for this service apply. Call a Design Associate at 800.952.9155 for details.
  • Will you deliver to a warehouse?
    Yes. We recommended using our business delivery program to guarantee deliveries for specific time and sidemarking requirements.
  • What are the delivery charges?
    Our residential program is ideal for smaller projects and installations that do not have timing or side marking requirements. Starting at just $89, our In-home Delivery is based on your location, not how much you buy. Get unlimited items delivered by our dedicated Delivery Associates anywhere in the contiguous 48 states for one flat rate per trip. For small accessories, we ship an unlimited number of items free via UPS. Learn more
  • How quickly will the product be delivered?
    Many of our products are stocked in our warehouse and available for immediate delivery scheduling. However, if your project has large quantities of a single item, your order may require additional time. Custom or special order products usually arrive in less than eight weeks.
  • What if I need expedited delivery?
    Once your order has arrived in our warehouse, we can usually schedule a delivery within two weeks for delivery near our store locations and three weeks for the rest of the country. Our Design Associates will work with you to help meet your project deadlines.
  • Do your delivery fees include installation?
    We ship most of our products using our In-home Delivery service. In-home Delivery includes assembly, removal of packaging and careful placement of furniture. Items shipped via UPS may require some assembly.
  • Where do I find the weight and packaging specifications?
    Our experienced Design Associates will be able to help you with questions about item weights, sizes and packaging. Please call us at 800.952.9155.
  • Can I pick up my order using a third party carrier?
    A third party carrier may pick up your furniture at one of our distribution centers, which are conveniently located near our retail stores. To learn more about pick-up of your furniture, please call 800.952.9155.
  • Do you ship internationally?
    Yes, although each international order is unique. Please contact us for assistance with delivery to Alaska, Hawaii, international locations and P.O. boxes by calling 800.952.9155 within the United States, or +001 612.234.3049 internationally. You may also fill out our international shipping request form to facilitate the process.
  • Do you ship to Alaska and Hawaii?
    Yes. Please contact us for assistance with delivery to Alaska, Hawaii, international locations and P.O. boxes by calling 800.952.9155 within the United States, or +001 612.234.3049 internationally. You may also fill out our international shipping request form to facilitate the process.
  • Are there additional fees for business deliveries with special requests?
    We take great pride in our delivery program but realize that business customers have needs that differ from residential customers. We are able to meet most sidemarking and timing requirements through our specialized business delivery program. We can also deliver your order to multiple locations. Additional fees will apply for business services outside of our standard delivery program.
We're here to help

We’re here
to help

Any question.
One number.

800.301.9720

Our expert Design Associates can help with ordering, product information, design ideas and even floor planning.

Monday through Friday

8 a.m. to 9 p.m. (Central)

Saturday

9 a.m. to 6 p.m. (Central)

Sunday

10 a.m. to 6 p.m. (Central)

We will not share, sell or trade your e-mail