General Questions

What is your exchange and return policy?

For detailed information - see our policies on Returns & Exchanges page.

Do you have a showroom or retail location?

Yes! Yes our showroom address is: 111 E Brokaw Rd, San Jose, CA 95112
You can find more about how show room at our visit show room page.

What are your store hours?

Our store hours are:
Monday-Saturday 11:00 AM - 7:00 PM
Sunday: 11:00AM - 6:00 PM

Excluding Holiday Hours

Can I pick up my order instead?

Yes, pick up is available at our San Jose, CA store location.

What services do you offer for businesses, interior designers, staging companies and real estate agents?

We have special sales and incentive programs for interior designers, home developers, etc. For more information see our Design Trade Program page.

Is there any furniture warranty or fabric protection plan?

Fabric warranty info here.

I have an issue with an item, how do I handle that?

To get it resolved quickly contact us at or give us a call. Be sure to complete this process within 7 days of the delivery.

Custom and Special Orders

How do I order a custom sofa?

We built our platform to take the most frequently desired aspects and allow you to modify them easily, so you can customize a sofa in 4 easy steps. We also offer free design consultations to help you get exactly what you need, and answer any lingering questions. You choose the following four aspects of your sofa or sectional and we build and deliver that custom creation to you with industry best turnaround times. 

1. Choose your Style - from dozens of popular styles

2. Choose your Size - with any space able to be customized for

3. Choose your Fabric - with over 70 upholstery options and colors

4. Add your finishing touches - firmer cushions for longevity; foot style and special finishes. 

Making an appointment with our design expert at our San Jose showroom will give you the best experience.

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 constantly improving our representation of custom products on our website. That said, every monitor and display could have slight variations for color. We invite you to look through our reviews (pictures are often submitted by customers), our showroom photos, and the “in situ” graphics on our website to determine the accuracy of the colors and fabrics. The comparative representation should give you an extremely accurate idea of what to expect. 

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 reach out to us 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

How do I clean my sofa?

Check out our complete Furniture Care Guide.

Are your sofas safe to use for babies and kids?

Our fabrics are free from microplastics such as PFAS/ PFOA/ PFOS. This means that the sofa is safe to use for babies & kids if you are concerned about toxic chemicals on our sofa fabrics.

On top of being free from PFAS, our fabrics are also free from formaldehyde, and melamine derivatives, and contain no APEOs. Our sofas also do not contain any flame-retardant chemicals, pursuant to California laws that ban toxic flame-retardant chemicals in furniture & upholstery.

Orders & Payments

What if my item is on backorder?

If the items you purchased is on backorder, you will get an estimated time of arrival. When your items arrive back in stock at the store 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 if I don't like what I ordered?

At What A Room we stand behind the quality of our products and want every purchase to be a positive experience. We will do our best to make things right if you are not satisfied. Read more at our Returns and Exchanges page.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible. Once our warehouse has processed your order, we will be unable to make any changes.

For custom furniture you have 72 hours to change or cancel. After 72 hours your 50% deposit is non-refundable. The 72 hour time frame begins as soon as you place your order and confirm your fabric selection in-store or online.

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?

For non-custom items (i.e. coffee tables, chairs, tables, beds, etc.)  It usually takes about 5-7 days for you to get your order.

Custom items are made to order, meaning your piece is individually built for you once your order is placed. Our typical turnaround time for custom items is 2-4 weeks.  Learn more from our Custom Upholstery Order Details page

Do you provide financing?

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

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.

Delivery & Shipping

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?

See detailed information from our Delivery and Shipping page here.

Do you setup and install as well?

Yes, setup and installation is available for local deliveries only. 

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

For non-custom orders, after your payment is verified, it takes up to 2-3 days to process and ship your order. This does not include weekends or holidays. Purchases made after 11 am PST will not be processed until the next open business day. If you order after 11 am PST on a Friday, your order will likely be processed the following Monday.

Custom orders usually ship within 2-4 weeks, however times may vary. For more accurate time windows you can contact us once the build process has started. 

What days do you deliver?

Local Deliveries are typically scheduled during the weekends.

Items that are shipped can arrive any day of the week. You will get a tracking link to find out more details from the Parcel delivery service (UPS, USPS, FedEx, etc.).

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.

Will everything ship at the same time?

Yes, to make things more efficient and cost effective for you we ship everything together. The only time we may ship something separate would be smaller items such as accessories, lamps, rugs and artwork.

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 or give us a call. Be sure to complete this process within 7 days of the delivery.

Can you take away my old furniture?

When the delivery team arrives, please make sure the room is cleared and empty for them to operate. We can take away old furniture and mattresses the day of for local deliveries only. To find out the cost, please call us at 408-868-5203.

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.