FurnitureMartNYC: Frequently Asked Questions


Below is the list the frequently asked questions. If you cannot find the answer that you need here, please don't hesitate to contact us via email at customerservice@homelement.com or via phone at 1-800-996-8221 (or 732-698-9221 if calling from outside US).

ABOUT FurnitureMartNYC
Who is FurnitureMartNYC?
How do I contact FurnitureMartNYC if I have a question?

ORDERING INFORMATION
How do I know my personal and credit card information is secure?
What if I don't want to place my order online, can I place an order over the phone?
How do I know you received my order?

PAYMENT INFORMATION
What forms of payment do you accept?
When am I charged for my order?
In which states do you charge sales tax?
What will it cost to ship my item?

SHIPPING & DELIVERY INFORMATION
How will my order ship?
How can I track my order?
When will I receive my order?
How do I schedule my delivery?
How many deliveries will I receive?
What if I live outside the continental USA, can you ship to me?

DAMAGE INFORMATION
What happens in the unlikely event my product is damaged?

POLICY INFORMATION
What is FurnitureMartNYC’s Warranty Policy?
What is the FurnitureMartNYC’s return and refund policy?
What is the FurnitureMartNYC’s cancellation policy?

GENERAL PRODUCT INFORMATION
What size mattress do I have?
Does a mattress come with my bed?
What exactly comes with my item?
Is the color or finish I see on my screen accurate?
Will my product require assembly?
Do you have a showroom or do you know where I can see the furniture in person?







About FurnitureMartNYC

About FurnitureMartNYC

Q. Who is FurnitureMartNYC?
A. FurnitureMartNYC is a division of Homelement Stores, a premier direct marketer of home furnishings delivered directly to your home. We pride ourselves on our wide variety of high quality, well priced items.

Q. How do I contact FurnitureMartNYC if I have a question?
A. If you have questions about your order or any of our products, you can contact us either at our toll free number 1-800-996-8221 or by emailing us at customerservice@homelement.com . We are very committed to customer satisfaction and will provide excellent assistance and customer care any way we can. Our business hours are Mon-Fri 9:00 AM – 6:00 PM EST.


Ordering Information

Ordering Information

Q. How do I know my personal and credit card information is secure?
A. You can feel safe shopping with FurnitureMartNYC. We use industry standard Secure Socket Layer software (SSL) to encrypt your personal and credit card information during the order checkout process.

Q. What if I don't want to place my order online, can I place an order over the phone?
A. Yes, a Customer Service Representative will be happy to assist you in placing your order via the telephone. Simply contact our customer service department at 1-800-996-8221.

Q. How do I know you received my order?
A. You will receive a confirmation e-mail within 15 minutes of placing your order. If you do not receive your confirmation e-mail, please contact us to confirm your order.


Payment Information

Payment Information

Q. What forms of payment do you accept?
A. Our secure web server payment technology accepts major credit cards. You can also pay by check or money order, but please note that this may delay processing your order by up to 10 business days.
*Additionally, we offer GE Consumer Financing, which offers No Interest With Payment for 6 months. You can apply either online or by phone and obtain instant approval.

Q. When am I charged for my order?
A. Your credit card will not be charged until the order is ready to be shipped. However, please note that there will be a temporary charge on your statement. This is nothing more than an approval of funds and the charge will not go through until we are certain the order is ready to ship out to you.
*If you are paying with either a Debit Card or PayPal, the charge will be immediate.

Q. In which states do you charge sales tax?
A. Homelement does not charge sales tax unless for orders shipping to state of New Jersey. However, please check with your State's regulation since it might vary from state to state and we are not responsible for individual States'sales and use tax regulation regarding online transaction. For Colorado resident: We are not obligated to collect sales tax but you do need to file sales or use taxes for any online purchase.

Q. What will it cost to ship my item?
A. We offer FREE Shipping for any orders over $999. For orders less than $999, the shipping fee is FLAT $99.


Shipping & Delivery Information

Shipping & Deliivery Information

Q. How will my order ship?
If your order is shipping to certain part of New Jersey, we offer White Glove Delivery includes inside placement of products into your room of choice, delivery of items up to two flights of stairs, unpacking of items, debris removal, and product set-up. For other areas, the delivery will be drop off or curbside only. However, if the item is small enough to be shipped via Fedex or UPS, it will be shipped via Fedex or UPS to have it delivered faster to you. This is usually for smaller items such as individual chairs, small accent table, and other smaller items. Please contact us at 1-800-996-8221 for details.

Q. How can I track my order?
A. Once your order has shipped, we will email tracking information to you that will contain the name of the carrier that has your order, and their contact information for follow up. Our carriers will contact you to set up a delivery timeframe with you.

Q. When will I receive my order?
A. You will be contacted shortly after placing your order with shipping information specific to your order and to schedule your delivery if applicable. Some of the products are available for next day shipment and we strive to have your order shipped between 1-2 weeks from the warehouse. Occasionally, certain items (invariably the one you wanted most) sell out of stock and become back ordered. For items that are out of stock, we would let you know the approximate date when the items would be delivered. Please add about 1 week of transit time once your order leaves the warehouse Please note that this is only a guide, we cannot guarantee these times! Call to get the lead times on the products you are considering.

Q. How do I schedule my delivery?
A. Our carriers will contact you to schedule a delivery window with you. Carriers try their utmost to deliver between the scheduled appointment times. However, please understand that these are just estimated timeframes and we cannot guarantee this window. If the delivery window changes, we make every attempt to notify you. Please note that any missed deliveries may incur additional redelivery costs.

Q. How many deliveries will I receive?
A. If you purchase items from more than one manufacturer, you will receive more than one delivery, possibly on different dates and/or times.

Q. What if I live outside the continental USA, can you ship to me?
A. We only ship to selected area of NJ, NY, and PA. However, depending on the items that you'd like to purchase and your location, we might be able to arrange something. Please contact us via email or call us at 732-698-9221 for information.
Alternatively, some of our customers arrange their own international shipping. If that's the case, we'll be happy to ship the items to the warehouse of the international shipping company of your choice.


Damage Information

Damage Information

Q. What happens in the unlikely event my product is damaged?
A. Please note that you do need to inspect the item when receiving the merchandise. If the item is damaged and it is not noted on the delivery receipt, we will not be responsible to replace or fix the merchandise.

 

 


Policy Information

Policy Information

Q. What is FurnitureMartNYC’s Warranty Policy?
A. All the furniture that we sell are brand new and carry the manufacturer's warranty. Most of the manufacturer warranty however is only limited warranty that does not cover any wear and tear. That being said, please report any defect or issues within 10 days of receiving the furniture.

Q. What is FurnitureMartNYC’s return and refund policy?
A. We are sorry that we cannot issue a full refund for cancellation or return once the merchandise is shipped from the warehouse. If shipment is refused without prior authorization, you will be responsible for both inbound and outbound freights and any handling fees involved. Aside from the shipping and handling charges, depending on the condition of the return items, you will be charged no less than 15% of the purchase price.
Please note that we do not profit from return products. The shipping charges are the actual shipping cost charged by the shipping company and the restocking fee are charged by the manufacturer. If you need any information about the product, please contact us and we will try our best to answer any questions that you might have.
*Please note that Nexera, Bush Furniture & Home Styles are RTA or Ready to Assemble furniture and cannot be returned. In situations involving damage, please see our damage policy above.

Please note once your order has been officially canceled, you will receive a cancelation confirmation via email. If you do not receive this email shortly after your request, please contact FurnitureMartNYC Customer Support. Once you receive the cancelation confirmation email, please save it for your records as proof that your order has been canceled.

Q. What is the FurnitureMartNYC’s cancellation policy?
A. If we are able to cancel your order before it is processed by our warehouses (normally within 24 hours from the time you ordered), there is not a charge for the cancellation. Otherwise 15% restocking fee will apply. Therefore, if you need to make any changes to your order, please contact us as soon as possible at 1-800-996-8221.
If the order has been shipped out from our warehouse, please see our return policy above.


General Product Information

General Product Information

Q. What size mattress do I have?
A. The dimensions are as follows (Please note that these are mattress sizes, not bed or bed frame sizes):

Size AKA Width Length
Twin Single 39" 75"
Full Double 54" 75"
Queen   60" 80"
Eastern King   76" 80"
California King Western King 72" 84"

Q. Does a mattress come with my bed?
A. Generally speaking, most of our beds include the headboard, footboard and framing system – unless otherwise specified. We do not include a mattress with purchase, nor do we offer mattresses on our website for purchase.

Q. What exactly comes with my item?
A. Prior to confirming your purchase, please take a moment to make sure you are purchasing precisely what you need. You can find this information under product details or if you need further information do not hesitate to contact our customer service department and one of our representatives will be able to provide you with any information you may need.

Q. Is the color or finish I see on my screen accurate?
A. All photos on our website have been color matched with the actual product. How these photos display on any individual monitor and output from any printer can vary widely based on the different settings and external conditions. Regard any color printout as merely a color estimate rather than a true color match.

Q. Will my product require assembly?
A. Most of the items that we sell are mostly assembled and usually only require minor and easy assembly. All screws and other hardware are included in the boxes along with detailed instructions on how to assemble the piece. Please check with us if you need assembly info on specific items.

Q. Do you have a showroom or do you know where I can see the furniture in person?
A. We are strictly an online retailer and do not have a showroom or store. While we do sell brand name items on our website, we do not have information pertaining to the location of the items in local stores in your area.