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.
Q: Why should I buy from

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. is Better Business Bureau Accredited.  . 

*Certain restrictions apply


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Q: Do I pay Sales Tax for my order?

As required by law, 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.

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Q: Does my order qualify for Free Shipping? 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, and we do not offer free shipping on returns.  Please see the “Return Policy” for complete details.

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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.

Customers that would like to exchange an item must request a return for the original item and submit an order for the new item.

Returns for items with Ground or Curbside 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 cannot be cancelled and will not be accepted for return.  If your Final Sale order arrives with damage or defect, please follow instructions as provided in our “Limited Warranty for Damage or Defect”.

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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 (not from a stocking online or brick-and-mortar retailer)
  • 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.

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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, or request info via the “pop-up” window in the upper left corner of every page on our site.

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Q: Does 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. 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.

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Q: How will deliver my order?

“In-Home Delivery with Assembly” service includes set-up and debris removal.  Our delivery partner will call you to arrange a delivery time prior to routing your order.  Typically, you will confirm 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.  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.  

“Ground” shipping service includes delivery by common carrier, such as UPS or FedEx.  The order will be delivered to your door and may or may not require your signature at the time of delivery.  Assembly and/or in-home placement is not included in “Ground” delivery service.

“Curbside” delivery service includes delivery curbside.  The shipper will arrange a delivery date with you before delivery and you are required to inspect the packaging, notate damage, and sign for the order at the time of delivery.  Assembly and/or in-home placement is not included in “Curbside” delivery service.  Liftgate service is available for an additional charge.

Please see your Cart or Order Confirmation for the level of delivery service noted under the "Shipping" column.

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 “Shipping Policy” information in our “Terms and Conditions of Sale” for additional information.

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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 we will restore or replace (at our expense and discretion) goods delivered incorrect, damaged, or defective, as long as you follow the instructions specified for your “In-Home Delivery with Assembly”, “Ground”, or “Curbside” delivery.

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.

See complete “Limited Warranty for Damage or Defect" and instructions for "In-Home Delivery with Assembly", "Ground", and/or "Curbside" delivery in our “Terms and Conditions of Sale” for additional information.

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Q: Is registered with the Better Business Bureau?

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

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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.

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Q: Will my transactions be secure and confidential? does not sell, rent, or distribute your customer information or e-mail address. is a Verified Merchant of Authorize.Net and all transactions are secure.

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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:


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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.

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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.

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Q: Does ship to Canada or Internationally?

No, we currently do not ship internationally, but are working on an option.  Please contact a sales representative for more information.


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

A responsible adult is required to accept delivery for “In-Home Delivery with Assembly” or “Curbside” service.  The customer/purchaser/customer’s agent accepting delivery is required to inspect the order at delivery.  If the customer/purchaser/customer’s agent accepting delivery misses or does not show for the confirmed delivery window, our delivery partner will return the order to their warehouse.  In that case, the customer/purchaser is responsible for any additional charges to redeliver the order.

For items with Ground shipping, the shipper or carrier may or may not require a signature at delivery.

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

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

Orders delivered with “In-Home Delivery with Assembly” service will take 6 – 10 weeks to most areas.  This timeframe depends on many factors, including: availability, production time, and your location.  Custom and/or Made-to-Order furniture may take up to 16 weeks for delivery.

A typical “Ground” or “Curbside” delivery will take 2 – 3 weeks to most areas.

After submitting an order via the website, the customer/purchaser will receive an order confirmation from his/her salesperson that will list the estimated delivery timeframe.  Home Gallery, Inc. does not issue compensation for deliveries that occur sooner or later (within reason) than the estimated delivery timeframe.

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 as soon as possible.

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Q: Will 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.

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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.

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Q: What is Paypal Credit?

Paypal Credit is a third-party site that will finance the purchase of your order.  Please see the Paypal Credit website for additional information and terms.

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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:

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

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

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Q: Where can I go to see the furniture on your website in person? is an online furniture retailer. We also have a showroom partner in Richmond Virginia with two locations. Henrico Furniture, Located at 2017 Huguenot Rd Richmond VA, and 4900 Williamsburg Rd Richmond Va. We can't display all of our over 100,000 items at these locations but you can see a sample of what we carry on our website.  

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Q: Does have replacement parts?

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

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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.

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

Home Gallery accepts MasterCard, Visa, American Express, PayPal, 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.

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.

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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.


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.


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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Q: What items are “made-to-order”?

Mattresses and items for which you select the finish and/or fabric are made-to-order. 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.

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Q: Terms of Sale


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Q: What can I do about my wobbly chairs/barstools?

Chairs or Barstools may wobble for several reasons.  The floor may not be completely even, one of the legs may have be overly tightened during assembly, one leg may be shorter/longer than the rest, and/or the holes or hardware may be misaligned.

We are responsible to provide assistance if the issue is related to the design or construction of the goods.

If the legs appear to be all the same length and the hardware appears to be installed correctly, then the issue may be easily resolved in the home.  

After-market felt pads can be placed on the underside of chair legs.  The felt pads serve two purposes, they provide protection for your floors, and can alleviate or minimize unlevel floors.

Another recommendation involves assembly.  We recommend that you put the chair or bar stool on a level work surface.  Loosen all of the nuts the legs, but do not remove the nuts.  The legs and frame should have some "play" or "give", and upon wiggling the seat frame, you should see the chair legs become level.  Once the chair and frame are leveled, tighten the nuts on the legs going gradually from one leg on to the next.

If felt pads or the leveling instructions above do not alleviate a wobbly chair issue, please contact for further assistance.  Be sure to include your order number and a picture of the leg with a ruler to show the size of the gap.

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Q: How do I remove stickers from glass?

We contacted some of our curio manufacturers, and they provided recommendations to remove stickers and/or the adhesive from glass.  Be sure to use care when cleaning off the glass.  Do not allow the liquids to spill or drip onto the wood finish.  Read and follow the instructions on the label for any chemicals listed below.

Howard Miller recommends finger nail polish remover or Naphtha, which is a paint thinner.  

Phillip Reinisch recommends wetting the area with glass cleaner and scraping the sticker/adhesive with a razor blade held at a 45 degree angle to the glass.  Wetting the area before scraping will keep the razor from scratching the glass.

Pulaski recommends using a glass cleaner like Windex along with a glass scraper.  If the sticker/adhesive is stubborn, use finger nail polish remover.

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Q: Where are the cleaning codes, and what does each code mean?

The fabric/upholstery cleaning codes are often located on the manufacturer's production label.  This label may list the model number for the item, the "cover" number, and the cleaning code.  The "cover" number identifies the fabric/leather/upholstery used to produce the item.

The label is typically located under the seat cushion.

Always refer to the manufacturer's specific care instructions.  If you cannot find this information on our website, please call us for more information.

The general descriptions for cleaning codes is listed below:


Cleaning Code DC - Dry Clean

Cleaning Code S - Solvent Cleaner

Cleaning Code SM - Solvent Cleaner, "DO NOT BRUSH"

Cleaning Code SW - Solvent Cleaner/Water

Cleaning Code W - Water-Based Cleaner

Cleaning Code X - Vaccum Only

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