FAQs & Information
Will my item look exactly like the picture?
One Way Furniture makes every effort to provide high quality images, and measurements to assist you in selecting your furniture. However, images may vary in color depending on your monitor color settings. Sometimes measurements are rounded off, and occasionally they will vary slightly from the description. If precise dimensions or colors are critical to your order we suggest contacting us by phone or e-mail in order to further assist you. Please note: We are not responsible for color variations or measurements that slightly off (three inches or less). All Returns will be subject to our return policies & fees.
Will the furniture require assembly?
Most items require some assembly unless the product specifically states fully assembled. All parts including tools, screws, nuts and bolts are packed securely in small bags and boxed with easy to follow instructions. Typical tools that you may need include a hammer, an adjustable wrench and screwdrivers. Please email us if you want to check on specific items.
Is it safe to order online?
Absolutely! Your Order can be completed online by simply clicking the "Order Now" button next to the item you wish to order. The secure server will protect and scramble all of your shipping and credit card numbers with Industry-Standard SSL encryption technology. If you feel more comfortable you may phone or fax your order. However, placing your order online is extremely safe and secure. Your privacy and security is our number one priority.
Can I order by phone ?
Absolutely! Our customer care representatives are available Monday-Friday, 8 AM to 5 PM PST to assist you.
Phone Order : 1-888-592-0577
How can I pay for my order?
OneWayFurniture.com accepts Discover, Visa, MasterCard, American Express.
Do you charge sales tax?
There is no sales tax collected on any order shipped outside of Texas, New York and Virginia. OneWayFurniture.com will collect the appropriate sales tax for orders shipped within TX, NY and VA States. This will be added to your final total when placing your order. Tax Exempt Organizations should email resale certificates after placing your order
How much is shipping?
We provide free shipping on almost all products over $99 within the 48 US contiguous states. Shipping to Canada is additional & rates will appear automatically in the shopping cart when making a purchase. Canadian orders may be subject to border taxes and import fee's at the customers expense & responsibility. We do not ship outside the U.S or Canada.
How long will it take to receive my order?
In Stock items usually ship within 5 to 7 days. Arrival time is generally 1 to 2 weeks. Since Inventory changes frequently we will provide an estimated ship date when you place your order. We will send you tracking numbers via e-mail as soon as they are available.
How will you ship my order?
UPS or FEDEX: Smaller items that are packed extremely well ship out via FEDEX or UPS for maximum speed. We process most UPS or FEDEX orders the same day, and ship out within 24 to 72 Hours. Most UPS or FEDEX orders will arrive within 3 to 7 business days. Tracking numbers will be emailed upon shipment so you are informed of the arrival date.
Truck Shipments: Larger or heavy items usually ship via truck to assure a safe arrival. You will be notified in advance to schedule a delivery date that works for you. We process most Truck orders the same day, and ship out within 2 to 7 business days. Most Trucking orders will arrive within 1 to 2 weeks. Tracking numbers will be emailed upon shipment so you are informed of the arrival date. The trucking company will also call you to make a delivery appointment. Weekend deliveries are available but may incur additional fees. Please contact us in advance if you require a weekend delivery. Most truck shipments are usually curbside delivery. We recommend having some help available.
White Glove Delivery: On some larger items that require extreme care in handling we offer a specialized service called "White Glove Delivery". Most white glove deliveries will feel like a local furniture company delivering your order. White Glove is extremely helpful where you need the furniture brought into your house, unpacked, debris removed.. and our gold service includes some light assembly. Some items will mention "free white glove delivery" on the item page. Other items may offer this service as an option for an additional fee. If this service is not listed and you would like it, please contact us for a price quote. If the item does not come with Inside delivery, we can usually accommodate your request for an additional fee. Please contact us if you require inside delivery. Special delivery requirements such as walk up stairs, or weekend and nighttime deliveries please contact us for pricing.
What about delivery confirmation?
We send tracking numbers through our automated e-mail system. This will allow you to track your furniture to your door. You will usually receive a phone call for large items that ship via Truck to work out deliver times and details. Weekend delivery usually requires an additional fee. Please contact us if you need one.
How does your Price Match Guarantee work?
If you happen to find one of our items at a lower price after tax and shipping from one of the following sites we will beat it by 10% of the difference!
Alaska and Hawaii websites are excluded from online competitor price matching.
Online prices from competitors not listed above.
Clearance, closeout, damaged product, used, refurbished, open packages or liquidation sales. We also do not price match items that are back ordered or out of stock/discontinued.
Paid membership club or paid loyalty programs.
Offers that include financing.
Shipping method must be identical and offered with the same carrier.
Excludes Ship to Store option
What is the cancellation policy?
Due to our commitment to process orders quickly, there is a limited period of time in which your order can be cancelled. One-Way Furniture is only able to accept cancellation requests via My Account or phone. Please follow the directions below to submit a cancellation request. Most requests are reviewed and responded to within 2-3 business days.
Connect with us on My Account using the password provided by email when your order was placed. With My Account, you may request a cancellation online or check the tracking information.
1. Your cancellation request will be sent to the manufacturer directly to confirm the order can be cancelled and that it has not been prepared for shipping.
2. You will receive an email from us confirming if your cancellation request has been approved or declined. All cancellations are confirmed in writing: If you have not received an email confirmation, your order has not been cancelled. One-Way Furniture is unable to cancel an order once it has shipped or if it has been prepared for shipping by the manufacturer.
If we are unable to cancel your order as requested, you will receive a notification in writing explaining that your order was too late to cancel. If this should happen and you do not wish to receive your product, you may return it under our Standard Return Policy. Please review this policy before refusing the product at delivery.
If your order has successfully been cancelled, One-Way Furniture will initiate a refund. The processing time frame for the refund to appear to your original method of payment is 7-10 business days from the date of the confirmation email. This time frame allows most financial providers sufficient processing time.
Canceling Backordered Items/Discontinued Products
If you are canceling an order due to backorder or discontinuation, please contact our customer service department to confirm the back order date before making your final decision. A back order or discontinuation of a product does not mean that your particular item/order is affected.
What if my item arrives damaged?
Don’t Panic, we have successfully delivered over 97% of all orders without any damage, including fragile items like case goods and glass curios. Our professional staff is fully trained to help you. Our excellent packaging, shipping experience, and the best furniture delivery agents in the industry reduce the chances of damage and it’s what sets us apart from the competition.
If your product is received and the packaging looks damaged, do not refuse the delivery. While the packaging may look damaged in most cases the product inside is in perfect condition. Any damage or defective issues can be dealt with by logging into “My Account” to file a replacement request. Our intention is to ensure your item arrives in perfect condition. In the unlikely event that your order arrives damaged we will make every effort to help you obtain the necessary replacements as quickly as possible at no extra cost to you. Simply note any damage upon delivery and contact us immediately. *When dealing with a damage/defect issue; photos will assist us when dealing with the manufacturer directly
For truck freight (back of truck, LTL) or White Glove deliveries, noting damage is essential. Closely inspect each item notating all or any damage. It is the customer’s responsibility to note any discrepancies to their order upon receipt. It is this notation that will allow us to provide the proper free replacements to you. Below is a sample of the correct way to sign for damage for our two larger truck freight carriers.
What is your returns policy?
Standard Return Policy
If for any reason you are not satisfied with your purchase, we will gladly accept your return request on most brands within 15 days of receiving your item(s). If you return an item that is offered with free shipping, the original outbound shipping costs are deducted from your refund and the return shipping cost is the responsibility of the customer. In addition, a restocking fee is applicable to returned items. Restocking fees vary from manufacturer to manufacturer; in the interest of customer service our restocking fee is capped at 15%.
Returning your Item/Order
To begin your return, please log in to your “MyAccount” to file a return request. When your return request is processed, we contact the manufacturer for a RMA Number (Return Merchandise Authorization Number). Within five (5) business days of filing your request, you'll receive an email including the RMA number, full return instructions and a return address where you may send your item using the carrier of your choice. If the merchandise is returned without a valid RMA it will be refused by the warehouse and returned to you. Please note that in these cases, we are unable to process credits. Ensure you obtain a RMA before attempting to return any merchandise.
When selecting your return carrier, we suggest returning your order using a similar service level to how it was delivered. For example, small items can generally be returned by ground service such as FedEx or UPS. If you require assistance in returning larger items, please let us know by logging in to your "MyAccount" and sending us a message. We are happy to provide you with a return shipping quote from one of our select carriers. When your merchandise is on its way back, please log in to your “MyAccount” again to provide the return tracking number so we may verify the return. After the manufacturer inspects the return and confirms the merchandise is undamaged, a refund is credited to you as outlined in the return instructions provided.
From the point you return ship your merchandise via your chosen carrier, the total time for processing your refund is estimated as follows:
• Return transit time: 5-14 business days
• Product inspection: 3-5 business days
• Refund processed to your original form of payment: 3-10 business days
One Way Furniture is a drop ship company; therefore all products we offer are shipped directly from our many manufacturers. As such, we must adhere to the policies set forth by our vendors and are unable to offer a direct product exchange. However, once your return is processed and your credit issued, our product experts are happy to assist you in placing a new order for a more suitable item.
• Assembled and/or Modified items or out of original packaging
• Custom made or special order items (Example: fabric changes)
• Opened bedding materials
In the rare case that your item(s) unfortunately arrive damaged or defective, replacements are usually offered at no charge. Simply note any damage upon delivery and contact us immediately. Should you choose not to pursue replacements the damaged or defective products can be returned for credit as outlined in our Standard Return Policy.
All cancellation requests are forwarded directly to the manufacturer. Cancellation requests are not accepted on items that have shipped or been prepared for shipping. A refusal of the item at delivery will be considered a Return and credit will be issued back to your original payment method minus 15% restocking fees and round-trip shipping charges. Please note that all items are shipped directly from the manufacturer’s warehouse and if we do not have tracking at the time you request cancellation, this does not mean your order has not shipped.
In the case that your item is not able to be delivered and requires to be held in storage for the following reasons but is not limited to:
-Wrong address/Contact information provided to Oneway
-Away from residence/not able to accept delivery
You will have 5 business days to respond to the carrier or contact us to reschedule delivery (some fees may apply). After this timeframe has elapsed and no delivery has been scheduled the order will be returned and refunded under our Standard Return Policy.