Frequently Asked Questions

Is there somewhere I can see the item in person? Where is your store located?

We do not maintain a brick and mortar store front or retail showroom. All of our furniture ships directly from the manufacturers' distribution centers. This keeps our overhead very low and makes it possible for us to offer you lower prices than you would find in any retail store. We also have several distribution centers strategically located throughout the country which keeps shipping costs as low as possible. This is why we can offer the lowest prices with FREE SHIPPING included with most of our items. We also offer substantial discounts to customers who live close enough to a distribution center to pick up their furniture. If you provide us with your zip code, we will be happy to direct you to the warehouse closest to you. This is the same exact furniture which is sold in thousands of retail locations throughout the country.

How do I know if a Best Offer will be accepted?

We understand that everyone wants the very best deal they can get on an item. That is why we work very hard to make sure that we offer our items at the lowest prices possible at all times. We do not price items high then wait for customers to guess what the real price should be by making best offers. We adhere to the minimum pricing guidelines set by the manufacturers and offer FREE SHIPPING on most items. There are a few cases in which we accept Best Offers. One case is when customers wish to add items to their order which are not included in the original listing such as an additional night stand or chest of drawers to a bedroom set. In this case we would accept an offer for the purchase price plus the cost of the night stand and the chest. Many customers purchase multiple items from us at one time. For example, a living room, bed room and dining room set shipped together would cost less than shipping them individually. We accept Best Offers to pass that savings on to those customers. We will also accept best offers from customers who live close enough to one of our distribution centers to pick up their merchandise. Offering free shipping on most items means we must pay the freight carriers to deliver them. When a customer is willing and able to pick up their items, this saves us the cost of shipping them. In this case we will accept a best offer for the purchase price of the order minus our cost to ship it. There may be other cases which we will accept a best offer so please feel free to make one. Even if we can not accept it, we will usually respond with a counter offer or if the item is already priced as low as possible, we may decline it with a brief explanation.

Where will my order ship from?

We have several distribution centers throughout the United States. Many items ship from different manufacturers and we add new items to our online catalog every day. At the moment, we have distribution centers located in FL, GA, NJ, IL, TX, and CA to name a few. Please contact us for the location of a specific item. Do your products come with a warranty? SHOPFACTORYDIRECT carefully selects all products exclusively from leading manufacturers. Unless otherwise expressed, all of our products are offered with a manufacturer’s warranty against defects in materials and/or craftsmanship for a period of 1 year.

Will my item look exactly like the picture on my computer?

Every effort is made to provide high quality, accurate images to assist you in selecting your furniture. However, images may vary in color depending on a number of factors including but not limited to individual computer monitor color settings, Photography, lighting and natural variations. Sometimes measurements in furniture size are rounded off and thus may vary slightly from the description. If you are needing precise dimensions or colors, contact SHOPFACTORYDIRECT by phone or e-mail to further assist you. Please note: SHOPFACTORYDIRECT is not responsible for color variations or measurements that are slightly off (three inches or less). All returns will be subject to our return policies & fees.
Please keep in mind that photography and computer monitor settings as well as the staining process on each individual piece may cause slight color variations. Therefore the item you receive may not be an exact match to what you see on your computer screen.

Will the furniture in the picture match the Furniture Finishes in my home?

Finishes ordered at different times are not guaranteed to match. Woods have different grains and color variations due to growth patterns of each tree. Due to these variations, finishes on individual pieces are not guaranteed to match. The finish and/or fabric on furniture is also subject to appearing different in various pictures depending on setting, lighting, the camera being used and the difference in computer monitors. All finishes and fabrics shown on this site, or electronically transmitted, or printed into hard copies and submitted to customer review in any manner, have been reproduced as accurately as our photographic and printing technologies allow. SHOPFACTORYDIRECT cannot be held liable or responsible if the final product does not appear as expected once it is in your home or if the final product finish does not appear the same as it does on our website or in a picture provided for display by any means.

Will my furniture require assembly?

Many items require at least some assembly. All necessary hardware and tools should be included, packed securely in bags and boxed with easy to follow, illustrated assembly instructions. Please contact us for particular item specifics.

How can I pay for my order?

We can securely accept PayPal, Visa, MasterCard, American Express and Discover.

Will I have to pay sales tax?

There is no sales tax collected on any order shipped outside the State of Florida. However, for all orders shipped within the Sate of Florida, SHOPFACTORYDIRECT must collect 7% sales tax. This will be added to your final total when placing your order. Tax exempt organizations need to fax or mail resale certificates after placing orders.

How much is shipping?

Most of our items are offered with FREE SHIPPING to delivery addresses within the 48 contiguous United States. Shipping to Alaska, Hawaii and Puerto Rico is additional. Please note: some addresses in very remote, rural areas (mountains, very narrow or unpaved roads…) or urban areas with limited access (excessive tolls/high traffic/one-way streets…) may incur additional charges. If you think you may live in one of these areas, please contact us for rates prior to making your purchase. Unless otherwise stated FREE SHIPPING is curbside delivery. Delivery drivers may not enter your home so please be prepared to move larger items by having help available. Upgraded delivery services may be available at an additional cost. Please contact us for details. At this time, SHOPFACTORYDIRECT does not ship outside the U.S.

How will my item(s) be delivered?

Our primary goal is to have your purchase arrive as quickly as possible and in excellent condition. Whenever possible, we ship items via UPS, USPS or FedEx. If the item(s) you order are too large and/or heavy to ship with any of these methods, we will arrange shipping via LTL (less than truckload) freight carrier. Unless otherwise stated, these services include a dock or street level (curb side) delivery only which means the product is taken up to the front door or into the garage (provided space has been made for receiving it into the garage), but not into the home. Delivery drivers are not permitted to enter your home, apartment, or office. If you ordered a large heavy item, make sure you have someone who can help you move it inside. Deliveries are only performed Monday through Friday excluding holidays. An appointment by telephone is usually scheduled by the freight company, however it is not guaranteed. If you are not home to receive a scheduled delivery and the freight company has to return with your order, a second delivery fee may apply. Please make sure you provide us with the correct address for your shipment. If the address we were given is incorrect and must be changed after your item is shipped, a re-consignment fee may be incurred. A signature is required at the time of delivery. Under no circumstances can the driver leave items outside of the house or apartment unattended. We always expect delivery drivers to be courteous and to deliver items within the scheduled time frame in good condition. Please understand that the truck drivers are representatives of the freight companies contracted to deliver your order to you and not of our company.

What if I don’t have help and need it delivered inside?

Inside delivery to a home or office may be available for an additional fee. If inside delivery is needed, please contact us by phone or e-mail prior to shipping your order so we may provide you with that cost. Fees are charged based on size of the order and geographic location.

What inside delivery options do you have available?

If you prefer to have your order brought inside your home, office or apartment, we have up-graded delivery options which can be arranged. Please contact us prior to shipping your order for price and availability. Threshold delivery is one option which provides that the product is carried over a threshold to the first available room in the home. The highest delivery upgrade is white glove delivery service. This service includes two or more delivery people bringing your merchandise into your home, unpacking and assembling it in the room of your choice. They will also haul away discarded packaging materials if requested prior to the delivery. If there are any conditions such as but not limited to stairs second floor or higher, etc. of which we are not informed prior to delivery or if the room is not cleared and ready for the furniture to be assembled additional delivery charges incurred may be billed to you. Please advise us in advance of all delivery conditions so we can ensure you are billed properly. If you are not sure whether or not your specific situation could cause additional delivery charges, please feel free to call or email us with questions prior to the shipment of your order. Please note that Threshold and White Glove Deliveries may sometimes take longer than our standard shipping policy of 10-30 business days.

How long will it take to receive my order?

We have multiple distribution centers strategically located throughout the United States that we ship out of in order to get your items to you as quickly as possible. Orders usually take 1-3 business days to process and in-stock items usually ship within 5 to 7 business days. Arrival time is generally between 1 to 2 weeks after placing your order. This process may vary depending on the manufacturer. Inventory is subject to frequent changes. In the unlikely event that an item is on back-order, you will be notified immediately via phone or email and given an estimated E.T.A. If an out of stock item will be out of stock for 4 weeks or longer, you will be given the option of exchange for a similar item or a full refund.

How do I know if my order is complete?

When your items are delivered, inspect and count the boxes carefully. Verify the number of boxes delivered is the same as the number of boxes listed on the bill of lading prior to signing for the delivery. If the packing slip indicates a different box count than what is delivered, make sure you notate how many boxes you actually received or how many are missing on the delivery receipt before signing it and notify us immediately of any discrepancies.

What do I do if my item(s) arrive damaged?

All of our products have been carefully packaged to avoid damage in transit and all items are fully insured with the Freight Carrier against damage in transit. Here at SHOPFACTORYDIRECT we only contract professional and reliable trucking companies to deliver your order. Unfortunately, even the very best freight companies can accidentally damage your ordered items. For this reason, it is imperative that you thoroughly inspect the merchandise at the time of arrival and note any and all noticeable damage on the bill of lading. If there are noticeable signs of damage on the outside of the packaging, request the option of inspecting the product by opening boxes prior to signing the delivery receipt. Note: The carrier is not required to allow this as they have a schedule to which they must adhere. If there are any holes, tears or indentations on the outside of the package but no damage is apparent, you should still write "Damaged" on the Delivery Receipt. Any damage must be reported to us within 48 hrs of delivery. We cannot be held responsible for damage not noted on the bill of lading. Please call us immediately at 800-269-2216 if any of your items arrive damaged. We also ask that any damages be photographed and emailed to: info@shopfactorydirect.com within 5 business days of delivery. If the damages are not promptly and fully noted and reported to us, we may not be able to file a claim with the freight company. We reserve the right to repair furniture in customer’s home or issue a replacement depending on the extent of the damage. Regretfully, we can only authorize a full refund in the rare event when we are unable to repair or replace the item.

Should I refuse delivery of damaged items?

It is very important that you DO NOT REFUSE the shipment. Simply write DAMAGED on the delivery receipt before you sign it. The entire shipment is covered by insurance. Carefully remove from cartons and inspect all of the items. Photograph any visible damage with a digital camera or picture phone and email to: info@shopfactorydirect.com as soon as possible. We will make arrangements to have your damaged item(s) repaired or replaced as soon as we receive your email. Any undamaged items refused may be subject to a 15% restocking fee PLUS all actual shipping charges.

What if there are no signs of damage to an item until it is removed from the packaging?

In some rare cases, there are no apparent signs of damage externally, but you could find some damages after opening. This is called “concealed damage” and must be reported to SHOPFACTORYDIRECT within 48 hours of your receipt of the merchandise. At such time, we will take the appropriate steps towards repairing or replacing your item. Replacement may consist of an entire item or of parts to replace damaged portion of item.

What if my item is missing parts?

The manufacturers keep replacement parts on hand for all items. Replacements are shipped in a timely manner whenever possible. In the unlikely event that replacement parts are not in stock & must be ordered from the vendor, we cannot be held responsible for unexpected delays due to parts being shipped from overseas. Please report missing parts or any other issues with your order within 48 hours of receipt of delivery by calling our toll free number 1-800-269-2216 (Please leave a detailed message if prompted to do so) or email us at info@shopfactorydirect.com What will happen to my damaged item(s)? In the event external and/or internal damage is minimal, we exercise the right to repair or replace the item or provide replacement parts, at our discretion, whether concealed or notated on the delivery receipt. We will require digital pictures to be provided via email to: info@shopfactorydirect.com. Pictures must be emailed within 5 business days of your report of damage. Upon review of the pictures, we may have a reputable furniture repair company meet with you to repair the item(s) to first quality or we may replace the item, at our discretion. What if an item I receive is defective? We only sell products from very reputable manufacturers which adhere to the strictest standards of quality control. Although highly unlikely, in the event an item you receive is determined defective, it shall be repaired to first quality or replaced in accordance with any warranties. All defective merchandise claims must be placed within 48 hours of delivery of the merchandise. Defects or imperfections are not reasons for returning merchandise. There will be no charge for replacement parts sent to you. In the event the manufacturer determines (at their sole discretion) that the problem can not be repaired or resolved by sending replacement parts, replacement merchandise will be sent to you at no additional charge.

What is your return policy?

We understand that purchasing furniture can be a large investment and we want to make your decision as easy as possible. Please be assured that customer satisfaction is our top priority. If you are unsatisfied for any reason with your purchase, you can return or exchange it within 15 days of delivery subject to manufacturer approval. (Note: If your item was defective or damaged, see our Damage section for instructions). Returned items must be new and in unused condition. To return items for an exchange or refund you must contact us via email or phone within 5 business days of receipt of delivery for an RMA (Return Merchandise Authorization). Because we ship items from multiple warehouses across the United States, it is very important to contact us so we can provide the correct return warehouse address. All returns are subject to round trip shipping charges. Although many of our items are advertised and sold with "Free Shipping" as part of a promotion, or a discounted shipping offer (whether or not the customer was made aware of the shipping discount at the time of purchase) the delivery costs are always incorporated in the final sale price of our items. If your item was purchased under such a "Free Shipping" promotion, the actual shipping costs plus the cost of return shipping will be deducted from any refund. All returns for any reason are subject to a 15% restocking fee. The restocking fee is only waived if there is an exchange for an item of equal or greater value, or store credit. Round trip shipping charges will still apply. Returns are only accepted in their original packaging and in the exact same condition as received. Once an item has been removed from its original packaging and assembled it is no longer eligible for return or refund. Some vendors may be excluded from our return policy. Special order products such as items where fabrics can be selected as well as clearance items which have been discontinued by the manufacturer are non refundable and may not be returned.

What is Bonded Leather?

Bonded Leather is made from Genuine leather fibers bonded with polyurethane and a polyester/cotton blend which is pressed into flat sheets, smoothed and grained to give the appearance, texture, durability and even smell of top grain leather at a fraction of the cost.

What is Bycast Leather?

Bycast Leather is desired for its unique shine and easy care. It is a combination of natural leather hides processed and bonded to a man-made surface covering and then coated with a thick layer of polyurethane. In addition to the highly desirable “shiny” look, the coating helps prevent scratching, gives it a higher resistance to sunlight fading and is an excellent dirt-repelling surface. Bycast can be a top grain or split hide but in either case it is ironed very smooth to remove most of the natural graining. To clean, simply use a damp towel. Heat from a hairdryer can be used to remove light scratches.

What is Leather match?

Leather match furniture features genuine top-grain leather hides on all seating areas including head rests, arm rests and foot rests with a synthetic material on the back and sides which is designed to perfectly match the color and texture of the leather. This furniture option is both economical and environmentally friendly.

What is Microfiber?

Microfiber is a soft yet durable synthetic fabric with a suede-like texture which is generally lighter than conventional fabrics. Microfiber fabrics are generally resilient and resist wrinkling, have a luxurious drape and body, retain shape, and resist moisture very well. They are relatively strong and easy to clean and care for.

What kind of wood is this made of?

Some higher end pieces will list the types of wood used in the manufacturing of the furniture. Unless noted in the description, items are made of an unspecified solid wood.

What is a daybed?

A Daybed can be used as a bed as well as seating. It can be made out of wood, metal or a combination of materials. A daybed is like a cross between chaise lounge a sofa and a bed. Daybeds typically feature a back and sides and accommodate a Twin Size (38" x 75") mattress. Often daybeds will also feature a trundle to expand sleeping capacity. Some daybeds employ a link spring as the support mechanism for a mattress. The link spring is a rectangular metal frame (roughly the footprint of the mattress) with cross supports made of polyester/nylon mesh or steel wires and springs. The link spring design provides support and creates clearance underneath a daybed for storage.

What is a link spring?

A link spring is the support mechanism for a mattress on some daybeds. It is a large rectangular metal frame (roughly the footprint of the mattress) with cross supports made of polyester/nylon mesh or steel wires and springs. The link spring design provides support and creates clearance underneath a daybed for storage.

Can you ship a link spring?

We can ship a link spring but due to its weight and size, it would cost more to ship than it could be purchased for locally from a mattress store. Link springs usually sell for around $75 but cost over $100 to ship.

What is a trundle?

A trundle is typically stored beneath a twin bed or daybed and is on rollers or casters so that it may be rolled out from under the bed for use. Trundles are great space-savers in that they allow for two separate beds to be available when necessary, but do not require the space constantly. A "pop-up" trundle can be raised to the same height as the bed it is stored beneath, creating a larger bed that may be used for guests. Due to storing one bed beneath the other, neither bed usually has a box-spring.