Frequently Asked Questions

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General

Showroom

Manufacturing

Construction & Materials

Fabrics

Customization

Care & Maintenance

Buy Now, Decide Fabric Later

Orders & Payments

Order Modification & Cancellation

Shipping & Delivery

Returns & Exchanges

Warranty

Financing & Discounts

Trade Professionals

General

Why choose What a Room?

How durable are your sofas?

How do I know if my sofa will be comfortable?

Are your sofas kid- or pet-friendly?

Can someone help me choose the right sofa for my space?

What should I know about the sizing of custom sofas?

Showroom

Do you have a showroom or retail location I can visit?

Manufacturing

Where are your sofas manufactured?

How long will it take to make my furniture?

Are your sofas eco-friendly?

Construction & Materials

How are your frames made?

How are your cushions constructed?

What is trillium?

Do all cushions have removable covers?

Are the back cushions loose or attached?

Is your furniture shipped fully assembled?

How are sectional pieces joined together?

Do your frames have a center leg support?

What is the weight capacity?

Do your products carry any eco certifications?

Why do you offer polyurethane foam? Is it eco?

What is the foam density rating of your cushions?

Do you add flame retardants to your furniture?

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

Fabrics

Do you offer fabric swatches?

What fabric options are the most cat-friendly?

What makes a fabric pet-friendly?

What type of fabrics do you offer?

What is the abrasion rating on your performance fabrics?

Where can I find fabric care and cleaning instructions?

How durable are your fabrics?

How do I pick the right fabric?

How can I see what the fabric will look like in person?

How do I know what type of fabric is best for my home?

Should I order furniture without ordering samples?

Customization

How do I order a custom sofa?

What elements of the sofa can I customize?

Can I make additional customizations outside of what I see on your site?

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

Do you offer design help?

Do you offer reupholstery or slipcovers?

Can I provide my own fabric for sofa?

Care & Maintenance

What is the general maintenance for my sofa?

How do I clean and care for my sofa?

Buy Now, Decide Fabric Later

How does your fabric "Buy Now, Decide Later" option work?

How do I update my order with my fabric selection?

Can I cancel my order if I do not find a fabric I like?

Can I modify my order at time of fabric selection?

Orders & Payments

What if my fabric is on backorder?

I have additional questions, may I call to place my order?

Can I do a partial payment on my order?

Order Modification & Cancellation

Can I modify my order once it has been placed?

Can I change or cancel my order?

Do you accept cancellations on COM items?

Are delivery fees refundable for orders cancelled before shipping?

Why was my order cancelled?

Shipping & Delivery

Can I expedite shipping?

When will my order ship?

Where do you ship?

How much does shipping cost?

How does delivery work?

What is white glove delivery?

Can I change my delivery service level?

How long will it take for my sofa to arrive?

How do I track my order?

What's the difference between an estimated ship date and delivery date?

Will everything ship at the same time?

What days do you deliver?

Will the delivery company contact me to schedule an appointment?

I have specific delivery requirements. What do I do?

Can I delay the shipment of my order?

Are delivery fees refundable for orders cancelled before shipping?

What is the minimum door width required for delivery of this sofa?

What if my sofa doesn’t fit through the door or hallway?

Should I inspect my order once it arrives?

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

Will you dispose of my old furniture?

What should I do if my furniture arrives damaged?

Returns & Exchanges

What is your return policy?

Can I return or exchange my sofa if I don’t like it?

Do you accept returns on clearance items?

Do you accept returns on COM items?

My furniture can't be delivered because it won't fit through my door. Can it be returned?

Are delivery fees refundable for returned items?

What if I need to request a return due to incomplete delivery on my order?

Will I have to pay for shipping if I return my order?

Warranty

What is your warranty for custom sofas and sectionals?

Financing & Discounts

Can I combine discount codes and promotions?

Do you offer financing?

Can I spread my order total out into monthly payments?

Can I pay by check or ACH?

Do you charge sales tax?

Trade Professionals

Do you offer a trade discount?