Custom Sofa & Sectionals FAQ

Are these products truly 100% made in the USA?

Absolutely. Every single custom piece of furniture, framing & suspension that we make is manufactured in California, USA. Certain materials and components are sourced from outside of the United States as needed. 

What Is Your Return Policy on Custom Sofas, Sectionals & Arm Chairs?

At What A Room Furniture we want you to absolutely love every signature piece you create with us. We also want your purchase to be just right. This is why we offer an unparalleled 30 day return policy on all our custom pieces. You will be refunded the original purchase amount minus  a 15% processing fee and any related shipping & return costs. What A Room Furniture Inc. reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the customer.

What warranty do the couches and sectionals have?

We offer a limited lifetime warranty on our framing and a one year warranty against manufacturer’s defects.

Our limited lifetime warranty guarantees the framing and suspension of our custom sofas, sectionals, arm chairs, to be free from manufacturer’s defect for the useful life of the product. Our one-year warranty against manufacturer’s defects covers the fabric and cushions resiliency. In the case of a manufacturer’s defect, What A Room will provide replacement parts, repair, or a full replacement. This is applicable to the original owner and original delivery address only. Modifications made to a What A Room furniture item by the customer (including third party legs) may waive this guarantee and void the warranty.

How do I pick the EXACT dimensions of my sofa or sectional?

Our best recommendation is to call us for a FREE custom design consultation. It doesn’t have to be lengthy or complicated, and we are low pressure, and can answer all your questions. 

If you prefer to order without our assistance, you can put dimensions in the custom notes field on your order. We require a length on all linear dimensions, and some styles will require additional measurements, like depth, etc. All standardized dimensions for each style and platform type will be present on the product page for that sofa/sectional. For instance, if you require a 96” long sofa, you will input that dimension into notes after selecting the corresponding drop down length on the product page. 

Because of the nature of a custom piece of furniture, we encourage you to measure twice, and be certain of the dimensions and option choices before you order. You can read our terms and conditions regarding custom furniture HERE.

Are the pictures online accurate? Will the colors and styles look the same when I get my custom into my home?

We are continuously enhancing the presentation of our custom products on our website. However, it's important to note that every monitor and display may show slight variations in color. We recommend ordering fabric samples to ensure the fabric you receive is exactly what you want.

Order Fabric Samples

What happens if I have more specific needs than what your online options allow for a custom sofa or sectional? For example, what if I need a depth that is deeper than your sofa style dictates.  

We do our best to provide all customers with a perfectly tailored product that fits their needs. We invite you to submit a design consultation form if you need something beyond what our online store allows in customization options. It is highly likely we can find a solution for you, whether it is an extremely uncommon dimension, or a different upholstery type, or a custom pillow request. We can be contacted for these types of inquiries by emailing to sales@whataroom.com

What If My fabric is on backorder?

If the fabric you purchased is on backorder, you will get an estimated time of arrival. When your fabric arrive back in stock at our warehouse you will receive a notification email.

How do I clean my sofa?

Check out our complete Furniture Care Guide.

Do you have CAT FRIENDLY FABRICS?

The following patterns are fabrics that we believe will be best if you have a cat. However, we advise you to order fabric samples to ensure they will be compatible with your cat.

Patterns: Bella, Bennet, Contessa, Dalton, Devon, Empire III & Marquis.

While we cherish our feline companions, cat claws have a distinctive ability to damage even the toughest materials, including wood. Our fabrics are designed to endure heavy use thanks to their high rub count. However, if your cat treats the sofa as a scratching post, it is likely to suffer damage because of the sharpness of their claws. We strongly recommend that cat owners discourage their cats from scratching the sofa or using it as a scratching post.

What is the foam density rating of your cushions?

Foam Density rating is 2.5 Lbs Per Cubic Foot (PCF). In the scale of cushion ratings, this places our cushions in the high-longevity (10+ years), high-density category.

How DO I order Fabric Samples?

You can order by going to our free sample ordering page with over 200 fabrics to select from.

Delivery & Shipping FAQ

Where do you ship?

We currently ship to all 48 contiguous states in the United States. Unfortunately, we do not offer shipping to Alaska, Hawaii, Canada, Mexico, Puerto Rico, or any other countries. Please note that we are also unable to ship to PO Boxes or APO addresses at this time.

What are the delivery and shipping costs?
  • Fees: 
  • $249 - Order total between $1200-$4000
  • $349 - Order total $4000.01 and up

Freight Notification Process

  • You will receive an email notification with your tracking link once it has been picked up from our warehouse.
  • When your order arrives at a delivery hub in your area, a customer service agent from the freight company will contact you 1–2 days before your delivery date to schedule an estimated time of delivery.
Do you offer white glove Service?

Contact us to see if white glove service is available in your city. Price typically ranges between $149-$199. 

Please measure your space (doorways, elevators, stairways, etc.) before buying products from us to ensure that they will fit into your home. If a product does not fit, it will be sent back to us and outbound and return shipping charges plus a restocking fee will be deducted from your refund.

Please refer to our measuring guide for how to measure.

If I place my order today, when can I expect to take delivery?

Custom orders are usually built within 4-6 weeks, although times may vary. Delivery typically takes 1-2 weeks, depending on your location. We ship our sofas from California, where they are built. For more accurate time windows, you can contact us once the build process has started.

What days do you deliver?

Freight deliveries are scheduled based on your availability. Someone from the local hub will contact you to make arrangements. 

Can I delay the shipment of my order?

Yes, we can hold your order in our warehouse. Please contact us after your order has been placed so we can coordinate with our warehouse.

What if my building requires special arrangements prior to deliveries like insurance paperwork or special delivery times?

After your purchase, please contact us so we can update your shipping preference and make special arrangements.

I got a call saying my delivery is at the local hub. What does that mean?

This means that your order is traveling by freight delivery and it has arrived at nearby hub. A dispatcher or customer service agent from the freight company will reach out to you to schedule a delivery time.

I got the wrong item during delivery. What do I do?

To get it resolved quickly contact us at support@whataroom.com or give us a call. Be sure to complete this process within 48 hours of the delivery.

WILL YOU DISPOSE OF MY OLD SOFA?

No, unfortunately we can’t dispose of your old sofa for you. We recommend waiting to dispose of old furniture until your new furniture has been safely delivered and you are happily sitting on it!

WHAT DO I DO IF MY FURNITURE IS DAMAGED DURING SHIPPING?

We do our absolute best to ensure that your new furniture arrives in perfect condition, unfortunately sometimes things happen that are out of our control during the shipping process. All furniture must be inspected for damage at the time of the delivery.

Any damage must be noted on your delivery paperwork and with the delivery agent. Please ensure that any damage is also reported to What A Room within 48 hours. We ask that you take detailed pictures of any damage as well as a photo of the entire piece then file a claim using our claims form or email us at support@whataroom.com so that we can resolve this for you as quickly as possible.

You may refuse an order that is visibly showing major signs of damage, please do know that most damage is easily repairable. Our team is always happy to assist and advise if you are unsure of how to proceed. Please contact us at support@whataroom.com or call us at 408-868-5203.

**It is our policy to first always repair any damage that occurred during the shipping process, we would provide a replacement part and send a repairs specialist to repair the damage, if an order is deemed non- repairable once an inspection has been done we do provide a full replacement.

Orders & Payments FAQ

What if my fabric is on backorder?

If the fabric you purchased is on backorder, you will get an estimated time of arrival. When your fabric arrive back in stock at our warehouse you will receive a notification email.

I have questions, can I call to place my order?

Yes, we can take your order over the phone. Call us at 408-868-5203 for assistance.

What Is the Return Policy?

We accept returns within 30 days of delivery on custom furniture that is in new or like-new condition. Upon return, your merchandise will be inspected & appropriate credits and/or refunds taken from the subtotal will be issued for the item(s) as well as any taxes due in accordance with state law. Returns on custom furniture are subject to a 15% restocking fee. Initial delivery fee paid at the time of purchase will be forfeit. If we need to pick up the item from your home, you will be subject to a pick up fee.

Can I Exchange My Custom Sofa?

We only accept exchanges on custom furniture that is damaged/defective. To begin the exchange process, submit a claim at our claims page. A member of our team will be in touch within 24 to 48 hours.

Can I change or cancel my order?

Any requests to cancel or changes made to custom pieces will require communication within 72 hours of confirming the order to avoid fees. Changes/cancellations requested outside of this 72 hour window will be subject to a 25% restocking fee.

Why was my order canceled?

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent or there is an obvious mistake on the website that should not have allowed the order to be processed. Please contact us if you need additional help or clarification.

How long will it take to receive my order?

Custom items are made to order, meaning your piece is individually built for you once your order is placed. Our typical production time for custom sofa & sectionals is 4-6 weeks. 

The delivery timeframe following the completion of the custom sofa may vary, ranging from 1 to 2 weeks, depending on scheduling and location.

Do you provide financing?

Yes, you can get flexible payment options through our partner Affirm & Shop Pay. During the checkout process, you can access the Affirm & Shop Pay tab, where you’ll be directed to a separate site for the application process. Payment options through Shop Pay are subject to an eligibility check and are provided by these lending partners.

What do I do if my furniture does not fit during delivery?

It is the customer’s responsibility to make sure the entryway width and height will fit against the item purchased to ensure a smooth delivery process. To learn more check this page out - Measuring Guide for Furniture Deliveries.

Need more help?

Our team is committed to helping you as soon as possible. If it is a simpler question, we recommend using the chat support for a quicker response.