Frequently Asked Questions

Will some deliveries be delayed because of Covid-19?

Thank you for your purchase. Some deliveries may be delayed due to COVID-19. We want to assure you we’re doing everything we can to get your order out as soon as possible. We will email you as soon as it’s ready. Thank you for your continued patience during this time.

Can I track my in-home delivery order?

Tracking is only available on the day of delivery.  The estimated times are our best estimates and you should still be available during your scheduled delivery windows.

Track your delivery using our order tracking page.

How do I know what my protection plan covers?

With an Extend plan, your indoor furniture, outdoor furniture, or area rug are covered for 5 years in case of accidental stains or damage.

Your power bed base is covered for 10 years and starts as the manufacturer expires. Coverage includes mechanical and electrical failure, frames, and welds.

Where can I find more details about my protection plan?

You can get all the details on your coverage, as well as read the Terms and Conditions, here.

How do I file a product protection plan claim?

If you purchased your product on or after 4/5/2023, file a claim with Extend. You will need either your contract ID, email address, or other identifying piece of information. Visit customers.extend.com/ to get started or call (877) 248-7707.

If you purchased your product before 4/5/2023, submit a claim with your protection plan provider on their website, or you can call customer service at the phone number on your protection plan certificate.

Please check the paperwork that came with your sale to verify your provider. Below are links to the provider websites.

GBS | Montage | Guardsman

What is the "Peace of Mind Promise"?

If you don’t make a protection plan claim during your coverage period, you get back the price paid for your Extend Product Protection Plan to use toward a future purchase with DSG | Ashley’s Peace of Mind Promise.

What if I purchased product protection and need to return my product?

If you return your product, your retailer will request your contract be canceled and will work with Extend to get you a refund (less any claims costs).

Why should I add a protection plan for my product?

The Extend experience provides peace of mind with affordable, modern, and easy-to-understand protection plans. You have coverage after the manufacturer warranty expires, plus accidental damage protection for indoor and outdoor furniture and area rugs.

What is the warehouse pickup process?

Your items may be available for pickup at our warehouse. If you select to pick up your items at our warehouse, we will gladly assist you in loading your items. Please be aware that it is the customer’s responsibility to ensure items are properly loaded and secured. We strongly recommend you open and inspect all items before loading. We are not responsible for any damage caused by loading or failure to secure items. Your signature on the receipt acknowledges that you have inspected and received all of your items in good condition. If the items are not available at the warehouse at the time of sale, we will notify you when your purchase is ready for pick-up. Pick-up hours may vary by location.

How can I find out which store carries a specific item?

Ashley retail furniture stores are independently owned and operated. Please contact Customer Service at your local store. Use our store locator to find their locations.

How do I touch up my furniture?

Most home improvement stores offer touch-up solutions in marker and “crayon” forms. All are easy to apply, simply match your furniture finish to the touch-up color, and follow the manufacturer’s instructions.

Does Ashley make custom orders?

With more than 6000 items in our product line, we offer one of the largest selections of home furnishings available. In order to maintain high quality products at affordable prices, we choose to produce our furniture in large quantities, realizing cost savings, rather than making custom orders. You may view our online catalog at http://www.ashleyhomestore.com or find the Ashley HomeStore nearest you.

At this time, we are unable to support custom orders. However, some of our most popular items are offered in multiple sizes and colors to make it easy for you to find your style and your look. In our Living Room furniture selection, for example, you will see the same fabric available with different shape of sofas (traditional sofa, sectional or reclining sofa) and also, offered in different sizes but same fabric.

Can I buy an extra table leaf?

Each leaf is cut when the table is made; therefore additional leaves are not available.

What are Durapella® & Duraplush™?

Durapella® and Duraplush™ are high-tech fabrics that are a breakthrough in comfort. Durapella® and Duraplush™ consists of 100% MicroDenier polyester suede, which provides the subtle look and elegant feel of suede, yet improved durability and stain-resistance. Everyday spills like coffee, wine and ink are cleaned easily and effectively with a mixture of low PH balance liquid soap and water.

What is DuraBlend®?

DuraBlend® upholstery offers the rich look and feel of leather using a polyurethane/leather blend to create a comfortable and economical alternative to natural leather. Fabric Contents: 57% polyurethane, 26% poly/cotton, 17% leather.

What is the difference between King size and California King size beds?

California King size is 4 inches longer and 4 inches narrower than King size.

Where can I find product dimensions?

Every product has an area featuring applicable measurements for how the item will fit in a room, or if it’s an accent, how it will fit atop a table, bookcase, etc. Some products have additional dimensions, located under the “Dimensions” section on the product page.

Can I file a warranty claim online?

Yes, process a warranty claim with this link.

How do I find my serial number?

Serial numbers are between 9 and 15 digits in length and are located in the following locations:

For the following categories, the label with this number is attached to your furniture either on the back of the unit or underneath the unit:

  • Bedroom Furniture
  • Dining Room Furniture
  • Home Office Furniture
  • Occasional Tables
  • Entertainment Furniture

For any upholstered furniture, the label with this number is attached to your furniture either under the removable seat cushion or underneath the unit/footrest.

How can I unsubscribe from your email list?

Just click “Unsubscribe” located at the bottom of the email.

Have you received a suspicious email about Ashley Furniture?

Ashley Furniture Industries, Inc. has informed the Better Business Bureau that the “Ashley Furniture” name is being used on the Internet by someone not associated with Ashley Furniture Industries, Inc., to perpetrate work-at-home and counterfeit check scams. Between November 2007 and August 2008, the company has received almost 8,000 inquiries from consumers who have received bogus email messages from scammers pretending to represent Ashley Furniture Industries, Inc.

Generally, the scam email message informs consumers of a fictitious work-at-home position as an Ashley Furniture accounts receivable employee. Consumers who responded to the scam were sent counterfeit checks by the scammers, were instructed to deposit the counterfeit checks into their personal accounts, to deduct a commission, and to wire the remainder to someone representing themselves to be an “Ashley Furniture Representative”.

Ashley Furniture Industries has posted an email scam reporting system with tips to avoid becoming a victim on its commercial website. Please take a moment to review the reporting system.