Frequently Asked Questions
 

While we feel that our questions and answers page addresses the information most frequently requested by our customers, our sales personnel is available during our business hours to further assist our customers' needs.

MOST COMMONLY ASKED QUESTIONS:


Q: Why should I buy from HomeGalleryStores.com?

We sell the world's best furniture brands.  Our full time Sales and Customer Service staff is available to assist you before, during, and after the sale and delivery.  HomeGalleryStores.com is Better Business Bureau Accredited.  The owner of HomeGalleryStores.com and his family have sold furniture since 1913.  HomeGalleryStores.com offers a Limited Warranty for Damage or Defect, a Return Policy, a Low Price Guarantee, and Free Shipping & No Sales Tax on most orders*.  We are furniture specialists, and we special order items brand new, factory-direct to provide the best prices on the Internet.  Most orders include White Glove shipping and delivery service. 

*Certain restrictions apply



Q: Do I pay Sales Tax for my order?

As required by law, HomeGalleryStores.com collects sales tax for Virginia residents.  For all other states, we do not collect sales tax.  Please check with your state’s tax laws to determine if you owe use/sales tax to your state for out-of-state purchases.



Q: Does my order qualify for Free Shipping?

HomeGalleryStores.com absorbs as much of the shipping cost as possible on every order.  In some cases, the cost of shipping exceeds what we can absorb, and we may share some of the expense of the shipping with you.  Our shipping cost depends on many factors, including: products ordered, weight of order, minimum shipping rates, distance from order origin to order destination, profit margin on the order, and shipping service provided.  We are not able to provide Free Shipping on all orders.

You may verify if your order will have free shipping by adding the item(s) to the shopping cart and selecting the state to which your item(s) would ship.  All shipping charges will be displayed below the Subtotal.  If we can offer free shipping for your order, it will say “Free!” under the subtotal. 

Please note, our shipping fees can be anywhere from 20 – 70% of the purchase price.  While you may not pay shipping for your order, the shipping cost is never free to HomeGalleryStores.com, and we do not offer free shipping on returns.  Please see the “Return Policy” for complete details.



Q: What is the exchange or Return policy?

Please see our Cancellation & Return Policy in our complete “Terms and Conditions of Sale” for additional information about the return fee and process.

HomeGalleryStores.com does not have an exchange policy.  Due to the nature of our business (factory-direct, special orders, and nationwide shipping), we must treat the original order as a return, and issue a refund in accordance with our Return Policy.  Items ordered as an “exchange” will be handled as a separate and new order.

Returns for items with Standard shipping will only be accepted in the original packaging.

All sales are final for Bedding; Custom Upholstery; Made-to-Order Casegoods, Outdoor Furniture, and Upholstery; Mattresses; Clearance and Closeout items.  Final Sale items will not be accepted for return.



Q: What is the “Low Price Guarantee”?

We guarantee the best price on the internet in the country!

Our “Low Price Guarantee” states that if you find the same merchandise for a lower price within 30 days of your purchase, Home Gallery, Inc. will refund the difference between the two orders to you, as long as the order meets the following criteria:

  • Order must be for the exact same item(s) and model number(s)
  • Order must include the same delivery method and level of service
  • Order must be from an online-only retailer (not a Brick & Mortar store or hybrid)
  • Order must be from a Better Business Bureau accredited retailer
  • Order must be brand new, factory-direct
  • Order cannot be for a Clearance or Closeout item

Orders submitted for our “Low Price Guarantee” must be verified via a written quote from the competing online retailer.



Q: Why do I have to contact Home Gallery for a discount?

Some manufacturers will not allow us to advertise below a certain price.  However, we will provide our best price when you call for quote.  We calculate our deepest discount based on our cost for the product and our cost to ship it to you.

When you call or e-mail for a quote, we will always send you our best price.  No haggling or negotiating needed. 

Our salespeople are trained furniture specialists with "in-store" decorating and hands-on furniture experience.  You can call 804-249-4444, email info@homegallerystores.com, or request info via the “pop-up” window in the upper left corner of every page on our site.



Q: Does HomeGalleryStores.com sell “Seconds”?

When you place your order, we place an order with the manufacturer on your behalf.  Your furniture comes brand new, direct from the factory. 

HomeGalleryStores.com does have Clearance and Closeout items.  These pieces are clearly marked in the product description.  Closeout items are ordered direct from the factory and have limited supply.  Clearance items may be factory direct orders that were cancelled and/or returned.



Q: How will HomeGalleryStores.com deliver my order?

The majority of our orders will ship via "White Glove” shipping, and our delivery partner will call you to arrange a delivery time prior to routing your order.  Typically, you will first receive a two day delivery timeframe.  Within one or two business days of delivery, you will receive a call to confirm the day and a four hour delivery window.

The “White Glove” delivery service includes in-home delivery, set-up, and debris removal.  Assembly time and use of tools varies by carrier.  Please call or e-mail the Sales Department or refer to your Order Confirmation for the details pertaining to your order for assembly time and use of tools.

The “Standard” shipping service includes delivery by common carrier, such as UPS or FedEx.  The order will be delivered to your doorstep, and may require your signature at the time of delivery.

Please see your Cart or Order Confirmation for delivery service information.  It will say “Standard” or “White Glove”.

Due to the long-distance nature of our deliveries, the delivery may be early or delayed due to traffic, road construction, shorter or longer delivery set-ups prior to your delivery, inclement weather, and/or mechanical issues.  Home Gallery is unable to compensate for early or delayed deliveries.

See complete “Terms and Conditions of Sale” for additional information.



Q: What should I do if my order arrives incorrect, with damage, or with a manufacturer defect?

Home Gallery, Inc.’s “Limited Warranty for Damage or Defect” guarantees that for in-home delivery service, we will restore or replace (at our expense and discretion) goods delivered incorrect, damaged, or defective, as long as you follow these instructions:

1.      Note the incorrect model number, damage, or defect on the delivery paperwork at delivery.

2.      Refuse incorrect, damaged, or defective goods at the time of delivery.

Please allow up to 9 weeks for Home Gallery to provide a resolution for items that arrive incorrect or with damage or defect.

If damage or defect is not noted and refused at delivery, neither Home Gallery or our delivery agent will be responsible to repair, replace or otherwise remedy damage or defect found at a later date. 

The purchaser (or purchaser’s agent) is solely responsible to inspect the order at delivery, including moving parts, drawers, doors, reclining mechanisms, etc.  In addition, the purchaser should inspect the top, bottom, front, back, left, right and interior of goods in lighting sufficient to conduct a complete inspection.  The purchaser should also check for proper assembly.

DO NOT SKIP THE INSPECTION AT THE TIME OF DELIVERY!  Take time to conduct a complete inspection and read all information on the delivery documents before signing.

If damage or defect can be “touched-up” to your satisfaction at delivery, you may keep the damaged or defective item.  Home Gallery will not compensate for items that are “touched-up” and kept in the home.  If you are not satisfied with the “touch-up”, please refuse the item, and we will restore or replace it.

If you would like to return your order for a refund, in lieu of restoration or replacement, you may do so under Home Gallery’s return policy.

HomeGalleryStores.com has a full time customer service staff to assist with your delivery during normal business hours 9 a.m. – 6 p.m. Monday through Friday.

See complete “Terms and Conditions of Sale” for additional information.



Q: Is HomeGalleryStores.com registered with the Better Business Bureau?

Accredited with the BBB since 2005, HomeGalleryStores.com has an A+ rating.  You can see our BBB rating by clicking here.



Q: If I get a quote, am I obligated to purchase?

We provide a quote as a courtesy.  The quote will save model number information, calculate shipping, and/or provide our lowest discounted price.  You are not obligated to make a purchase if you receive a quote, and we may send a reminder email for your quote, as a courtesy.  Our quotes allow you to shop as schedule allows.  If you decide you would like to make a purchase, we provide a convenient link within each quote to our check-out process.



Q: Will my transactions be secure and confidential?

HomeGalleryStores.com does not sell, rent, or distribute your customer information or e-mail address.  HomeGalleryStores.com is a Verified Merchant of Authorize.Net and all transactions are secure.



Q: What does the manufacturer’s warranty cover, and for how long are the goods covered?

Most manufacturers’ warranties cover defects in workmanship and/or materials within the first year.  Not all manufacturers offer this warranty.  Please contact your salesperson if you would like more information about the manufacturer’s warranty.

Home Gallery guarantees to restore or replace items that arrive with manufacturer defect as long as the item with defect is refused at the time of delivery, and the defect is noted on the Bill of Lading.

For items found to have manufacturer defect after delivery, within the manufacturer’s warranty period, contact Home Gallery’s customer service department for further assistance.  As the consumer, you are responsible for shipping costs of replacements and/or parts for defect found after delivery and within the warranty period.

Home Gallery offers a 5-year Montage Protection Plan at an additional charge to protect against accidental damage incurred once the order is in your home.  This protection plan covers stains, tears, burns, dye transfer, gouges, and dents that are unintentional/accidental.  The plan does not cover damage from wear-and-tear, soiled upholstery from normal wear-and-tear, or pet damage.  You can find more information about the Montage Protection Plan by clicking here: http://homegallerystores.com/lp/protection_plan



Q: What are my options if I want to cancel my order?

Requests for Cancellation are not complete until confirmed in writing by your Salesperson.  Orders cancelled within 24 hours of purchase are not subject to a restocking fee unless the order has shipped from the manufacturer.  Orders cancelled after 24 hours of purchase and before contact from the Shipper are subject to a 25% restocking fee.  The 25% Restocking Fee is calculated based upon the product subtotal less any discounts.  Home Gallery, Inc. will calculate the refund amount by subtracting the 25% Restocking Fee from the Order Total with Sales Tax.

Home Gallery, Inc. will accept cancellations/returns with a 50% restocking fee on orders cancelled after the shipper contacts the purchaser, at delivery, or within 7 days of delivery.  The 50% restocking fee is calculated based upon the product subtotal less any discounts.  Home Gallery, Inc. will calculate the refund amount by subtracting the 50% Restocking Fee from the Order Subtotal with Sales Tax (the shipping fees paid by the purchaser, if any, will not be refunded).

See complete “Terms and Conditions of Sale” for additional information.



Q: How does the order process work?

Once you complete the check-out process and place your order online, your sales person will check availability, create a sales order for the manufacturer, and send an order confirmation with availability and estimated time frame for delivery to you.

If the items on order are not immediately available, we will notify you by e-mail or phone. 

We then submit a special order to the manufacturer, and they will process and ship the order within their standard time frames.  We represent over 100 manufacturers and each has a different ordering and shipping process and timeframe.  Typically, the manufacturer does not notify us when they ship the merchandise.  The timeframes we provide in the order confirmation are estimates based on our many years of experience.  If you would like more information or an update for your order, please contact your sales person.

Once the order ships from the manufacturer and arrives to our delivery partner, we will receive a notification of orders received.  We send our delivery partner a “release”, which is your delivery and contact information matched up to your order number.  After our delivery company enters all of the “release” information, they will be able to determine a route to your area.

When a route to your area is scheduled, our delivery partner will contact you with a delivery window.  If you cannot take delivery within that time, they will schedule you on the next truck routed to your area.  Due to the nature of our long-distance deliveries, we cannot accept requests for deliveries on specific days.

Our delivery partner will conduct a pre-load inspection when a truck is loading to your area.  If our delivery partner finds damage, defect, or missing parts during their pre-load inspection, they will contact us for a remedy.  This may mean that your delivery will be postponed until we can resolve the issue.

If your order passes pre-load inspection, the order will load onto the truck and be delivered to you.



Q: Does HomeGalleryStores.com ship to Canada or Internationally?

Yes, we have international shipping options. Please contact a sales representative for more information.



Q: What if I'm not home when my merchandise is delivered?

For White Glove deliveries, you are required to accept and inspect your order at delivery.  If you are not at home during the confirmed delivery window, our delivery partner will return your order to their warehouse.  In that case, the customer/purchaser is responsible for a second delivery charge.

For items with Standard shipping, the shipper or carrier may or may not require a signature at delivery.  Some carriers for Standard shipping will set an appointment time.

See complete “Terms and Conditions of Sale” for additional information.



Q: How long will it take to get my furniture?

Typically, orders with “White Glove” shipping are delivered within 6 - 8 weeks.  This timeframe depends on many factors, including: availability, production time, and your location. 

If your order is estimated to arrive outside of the timeframe, and we receive this information at the time of purchase, we will let you know.

In some instances (i.e. failed pre-load inspection, low stock, or backorder), our time frame for delivery is subject to change.  If we learn of a delay, we will share this information with you. 

For orders with “Standard” shipping, if the item is in stock, we estimate the order will arrive within 2 – 3 weeks.



Q: Will HomeGalleryStores.com ship my orders separately?

Yes.  In some cases, you may want for us to ship items as they are available (i.e. if one item is on backorder, but the other items are in stock). 

We can ship your items separately.  Contact your salesperson to calculate any additional shipping.  We will ship items separately only upon your request and your approval of additional fees.



Q: How and when are shipping costs paid?

All shipping costs are calculated into your order total.  If you have Free Shipping, no additional shipping is due to Home Gallery or our delivery partners.  If we share shipping costs with you in your order total, this is the only shipping fee due to Home Gallery or our delivery partners. 

There are some instances where you may have additional shipping charges. 

1) If your home is not accessible by Semi-truck or tractor trailer, you will be responsible for a small truck rental.

2) If you have more than two flights of stairs in your home, you will be responsible for additional fees for additional flights.

3) If your order cannot be assembled in the time frame allotted, typically 30 minutes, you will be responsible for additional fee for assembly time.

4) If you do not take delivery within 30 days of the initial contact by our delivery partner, you will be responsible for additional storage fees.

See complete “Terms and Conditions of Sale” for additional information.



Q: What is BillMeLater?

Bill Me Later is a third-party site that will finance the purchase of your order.  Please see the BillMeLater website for additional information and terms.  http://www.billmelater.com



Q: What is PayPal?

PayPal is a third-party site that allows you to securely store your payment options, such as bank accounts and credit cards, to make payments to online vendors offering PayPal at checkout.  Please see the PayPal website for additional information and terms:  http://www.paypal.com



Q: Where are the complete “Terms and Conditions of Sale”?

Please click on this link to see our complete “Terms and Conditions of Sale”



Q: Does HomeGalleryStores.com have replacement parts?

We do not have replacement parts, but if you have placed your order with HomeGalleryStores.com, we can request parts from the manufacturer on your behalf.  If you have not ordered from HomeGalleryStores.com, we are unable to assist with replacement parts or service.



Q: Will my furniture look exactly like the picture online?

When you receive your order, it may not look exactly the same as the pictures online. 

There are several reasons for this, and you should make your decision to purchase with the understanding that any of the following are possible and you accept the following possibilities:

1. Fabrics and finishes can be produced at different times.  Each dye lot has the potential to be slightly different.  When ordering goods from multiple vendors, or at different times, you should expect variations in color and finish.

2. Digital images may look different than the item in real life.  Computer screens and the color settings on the screens can make finishes and fabrics look different from the item that will arrive in your home.  You should expect that the fabric or finish may look different than what we are able to represent online. 

3. If you have seen an item elsewhere in person, you should expect that it will look different than the item that arrives in your home.  Dye lots vary from one production run to another.  Most furniture is made from natural materials that will have inherent differences in color.  Items seen in person will look different based on the adjacent items and/or room lighting.  You should expect that the fabric or finish may look different than what you remember or what you saw in person.

If you have a concern that we shipped the wrong item, you should refuse it at delivery.  However, if we have shipped the right item, and it is different than what you expected, you will have to pay a second delivery fee if you would like the item redelivered or a return fee if you would like to cancel/return the item.

You will not have to pay a fee for a second delivery or a return fee if Home Gallery has shipped the wrong item.



Q: What forms of payment do you accept? Do you offer financing?

Home Gallery accepts MasterCard, Visa, American Express, PayPal, BillMeLater, Money Order, Cashier’s Checks, Personal Checks and Wire Transfers.

Home Gallery will submit orders made by Personal Check 10 business days after depositing the check.

If you would like to split the payment for your order, you may choose the “Pay by Phone” option during check-out.  Call your salesperson with your credit card payment information, and advise that you would like to make two payments.  It is Home Gallery, Inc.’s policy to collect 50% at the time of purchase when you choose the “Pay by Phone” option.  The balance will be collected once your order arrives from the manufacturer to our delivery partner.  Split payments are not available for PayPal or BillMeLater.

All orders must be paid in full upon receipt by our delivery company.

Home Gallery, Inc. is unable to accept C.O.D.s or any other payment at the time of delivery.



Q: What items are “made-to-order”?

Mattresses and items for which you select the finish and/or fabric are made-to-order.  HomeGalleryStores.com does not accept returns and all sales are final for Bedding; Custom Upholstery; Made-to-Order Casegoods, Outdoor Furniture, and Upholstery; Mattresses; Clearance and Closeout items.



Q: Terms of Sale

WHEN YOU PURCHASE FROM HOME GALLERY, YOU AGREE TO ALL THE FOLLOWING “TERMS OF SALE



Q: Does Home Gallery Stores have a brick-and-mortar store location?

Yes, we have 2 brick-and-mortar store locations, both in Richmond, VA.

Location 1: Huguenot Village Shopping Center: 2017 Huguenot Road, Richmond, VA 23235

Location 2: 4900 Williamsburg Road, Richmond, VA 23231

The stores are called Henrico Furniture and many of the items we have on our site, you can view and purchase in these stores.



Q: What is California Proposition 65?

California's Proposition 65 entitles California consumers to special warnings for products that contain chemicals known to the state of California to cause cancer and birth defects or other reproductive harm if those products expose consumers to such chemicals above certain threshold levels.

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We carry over 100 brands and thousands of items. We are not sure which products this may pertain to, but for safety purposes, please assume it pertains to everything. That being said, we are providing the following warning for all products shipped into California, because that is the law.

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WARNING: This product contains a chemical known to the State of California to cause cancer or birth defects or other reproductive harm.


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Hi Katie!
Just a note to let you know that the bed I ordered came in even more beautiful than I expected. The gorgeous wood headboard and footboard are a perfect match to my antique dressers and vanity. The gentlemen who set up the furniture were quick, courteous, and did a great job.
Thanks again for your prompt, helpful service!
Pam Jensen
Happy Customer
P.S. I hope to do business with you again...soon!

- Pam Jensen 11/07/08 View All Testimonials