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Customer Service FAQs

Deliveries

Ivan Smith has a fleet of delivery trucks and professional drivers to serve your home furnishing needs better. Satisfactory delivery is an important part of our service, and we want to serve you again and again. You will receive a courtesy call before and after your delivery to ensure satisfaction. Please read our deliver checklist below to help ensure the best possible service for your delivery.

Before Delivery

Is the delivery address and zip code correct on your order? We call the day before delivery and give you a three hour time window of our arrival.We should have all phone numbers, including your cell phone number.

Is your home ready for delivery? Your driveway should be clear of cars and other items and passable for our truck. Entrances and hallways should also be clear of obstructions.

Is the room ready for new furniture? Whomever will be home to receive the delivery should know where each piece goes, and those locations should be clear of other furniture.

Delivery includes set up of new merchandise only and basic appliance installation.

After Delivery

After the delivery, we will call you to verify that your delivery was satisfactory and that our staff was courteous and set up your furniture promptly. You can be confident that when you make a purchase with Ivan Smith Furniture and Appliance Centers we will follow through to the last step in order to make sure your expectations are met.

Returns

Any stocked furniture item may be returned at the time of delivery for a refund. There will be a 10% restocking fee assessed on all returns. Delivery charge is non-refundable. Merchandise picked up at our store or distribution center must be returned in the same condition as it was received by the next business day, in order to receive a refund. There will be a 10% restocking fee assessed on all returns. Any merchandise returned, after the above mentioned days, is subject to a 25% restocking fee and all applicable delivery fees. All merchandise must be returned within 5 working days of its receipt, and must be returned in the same condition as it was received. Special orders, close-outs, “as-is”, sale merchandise and mattresses are non-returnable.

Damages or Imperfections Policy

Prepping of merchandise, after delivery, in the customer’s home is a common practice in the furniture industry. Our delivery department has been trained to provide this service, which includes correcting minor imperfections on delivery merchandise, in your home, at Ivan Smith Furniture’s discretion. A report must be made with Ivan Smith Furniture’s delivery department and noted on the delivery ticket, at the time of delivery, in order to be considered delivery damage. Any claims after delivery will be handled through our service department, at our discretion. Any merchandise under warranty will be repaired or replaced at Ivan Smith Furniture’s option. Sometimes it may be necessary to bring merchandise into our service department or return it to the manufacturer in order to make such repairs. There may be a pick-up and return fee assessed if an Ivan Smith truck has to bring in the merchandise, if merchandise was originally picked up by the customer.

Delivery & Return FAQs

Can I return my bedding purchase if it is not comfortable? Comfort issues and body impressions of less than1.5” are not covered under the manufacture’s warranty, therefore,making the purchase non-returnable. Contact your sales associate about the normal adjustment period of your new mattress.

My mattress is defective but has a stain on it. Why does this void the manufacturer warranty? If the bedding is stained in any way, it is considered unsanitary which voids the warranty under the consumer damage or abuse limitation.

How long before I get my refund?

  • Merchandise must be returned before credit will be issued.
  • If you paid by credit card or outside financing, it will be refunded immediately at store level.
  • If you paid by check, please allow 10 business days for the check to clear. Then a refund will be issued by check from our corporate office.
  • All cash payments will be refunded by check from our corporate office.

How long will it take for my special order merchandise to come in? It should take no more than 6-8 weeks, with some exceptions, for your special order to arrive. Upon arrival, your store will call you to let you know and make all other arrangements. You can call your sales associate anytime for updates.

Will some one call me before my delivery with a delivery time? Yes. We will call you the day before your delivery with a 3 hour time window of our arrival. Please make sure all phone numbers given at the time of purchase are correct.

Can your delivery team move my old furniture around? Due to insurance regulations, our delivery teams are not permitted to move existing furniture or appliances already in the home. Please have your room prepared before our arrival at your home.

Can your delivery team install my new appliance purchase? Our delivery teams provide basic installation of appliances. However, we do not install any gas appliances because of liability reasons.

Bedding Policy

  • Please be aware mattress purchases are non-refundable. Comfort issues and body impressions of less than 1.5” are not covered under the manufacturer’s warranty.
  • A report must be made with Ivan Smith Furniture’s delivery department and noted on the delivery ticket, at the time of delivery in order to be considered delivery damage.
  • If a defect ( as defined in the manufacturer’s warranty ) occurs during the warranty period, Ivan Smith Furniture will repair or replace the defective mattress or foundation within a reasonable period of time. Only the defective piece will be replaced.
  • A representative of Ivan Smith Furniture must inspect the mattress, foundation and frame before a warranty replacement can be authorized.
  • Your sleep set warranty does not cover products found to be in unsanitary condition, or when the product failure is due to causes other than defective workmanship or materials. Ex: Improper frame set-up.
  • To honor the warranty, you must be the original consumer purchaser, and have purchased the items from Ivan Smith Furniture.
  • You must provide a copy of the original store receipt, or other proof of date, and purchase price.
  • If the identical item is not available at the time of product service, Ivan Smith Furniture reserves the right to substitute another of equal or higher value.
  • Your mattress warranty does not cover used bedding or bedding sold “as is” and floor models. IF THE BEDDING IS STAINED IN ANY WAY, IT IS CONSIDERED UNSANITARY WHICH VOIDS THE WARRANTY (under the consumer damage or abuse limitation).

Pricing Policy

All prices are subject to change without notice at the discretion of Ivan Smith Furniture.

Special Orders

Ivan Smith Furniture offers a variety of different vendors from which you can choose your own custom style and look. We know it is important for you to have the perfect piece of furniture. We are the largest Special Order dealer for Mayo.

  • All special orders require a 25% deposit before ordering.
  • Once the order has been placed with the vendor, deposits are non-refundable.
  • It should take no more than 6 – 8 weeks, with some exceptions, for your special order merchandise to arrive.
  • Your store will call you upon arrival of your order. You can call your sales associate anytime for updates.
  • The remaining balance must be paid in full before scheduling delivery or pick-up of your merchandise.

Mattress Protector Policy

Click here for information on making a claim.

Warranties

At Ivan Smith, we help you get what you want with a variety of flexible service options. Please contact the store nearest you for details.

One Year Free Parts and Labor

Ivan Smith Furniture stands behind all manufacturer warranties with free parts and labor for 1-year from date of delivery. (Does not apply to floor samples or clearance merchandise.)

Furniture Protection Plan

( Four Year Replacement Furniture Plan ) We offer a 4 year furniture protection plan against stains, rips, burns, cuts and other accidents. If it cannot be repaired, WE WILL REPLACE YOUR PURCHASE! Be sure to ask your sales associate about our "Worry Free" Ivan Smith Furniture Protection Promise. This plan covers all living room, bedroom, and dining room furniture, leather and fabric upholstery (excluding seams) and all hard surfaces. (Link to ISF plan coverages and service request form/information) Separate Appliance, Electronics and Bedding plans are available. (Accessories are excluded!)

Bedding Warranty from Manufacturer

Ivan Smith Furniture stands behind all manufacturer warranties. For more details, see the Policies section for Bedding. Ask us about purchasing the 10-YEAR protection plan when you purchase a qualifying mattress set.

Electronics and Appliances Protection Plan

  • 100% parts and labor coverage
  • No deductibles
  • Nationwide service network
  • Unlimited service calls
  • No-Lemon Guarantee
  • 24-hour customer service
  • Surge protection
  • Remote control coverage
  • Transferable
  • If not fixable, it will be replaced

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