Order Information
ORDER INFORMATION
IMPORTANT INFORMATION ABOUT YOUR ORDER:
Thank you for your purchase! We appreciate the opportunity to bring comfort and style to your home. Below you will find important information regarding your purchase and answers to the most frequently asked questions. All questions regarding your order should be directed to our Customer Care Center where our team of experts will be ready to assist you.
DELIVERY EXPERIENCE:
What if the items on my order are out of stock when I am ready to take delivery?
We partner only with the best manufacturers that provide high quality products in a timely and consistent manner. If an item is out of stock we guarantee that more is on the way. Our goal is to have everything we offer in-stock and available for immediate delivery, minimizing any wait time for you.
Split deliveries: If you request two different delivery dates, the fee is $150 + tax collected at the time of purchase (a $75 local delivery fee for each delivery).
RESCHEDULE PROCEDURE:
In the event you need to reschedule your delivery date, please call or email our Customer Care Center at least 48 hours in advance. If you are not home on the day of your delivery, or if you do not request to reschedule at least 48 hours in advance. The re-delivery fee is $110 + tax, will be applied to your order.
BEFORE YOUR DELIVERY:
Before delivery, we will contact you via text and email to remind you of your delivery date. The day prior to delivery, you will be notified of your 3-hour delivery window. Additionally, the day prior to delivery you can visit our website Shipping and Delivery to obtain your window.
DAY OF DELIVERY:
We want you to have a great delivery experience! Please note the following:
• The merchandise you have purchased will be carefully inspected prior to delivery. If you have any questions or concerns regarding your delivery, please call the Customer Care Center number below while the driver is present, or notate your concern on the delivery document you sign.
• Please make sure someone over 18 years of age is home to accept the delivery.
• Please have the room ready and cleared for your new furniture.
• If you live in an apartment building or complex, please make sure the building requirements are met for the delivery date
(some buildings require prior notification, reservation for the elevator and/or a certificate of insurance).
• Furniture Size - please carefully measure all doorways, entrances, and elevators to make sure your new furniture will fit.
• Delivery damages must be reported within 24 hours of delivery.
Note: If we are prevented from completing a delivery (as in an example above) store credit will be issued less the delivery fee. Cancellations/refunds will not be accepted at this time. We are unable to move or remove your old furniture from your home. We cannot install anything on walls or ceilings, nor can we install electronic equipment.
CUSTOMER PICK-UP INFORMATION:
Merchandise that is picked up at our warehouse must be inspected prior to release. We cannot accept returns or damage claims for taken/picked up merchandise. You will need to provide the following proof of purchase in order to pick up your merchandise:
1) Original Order Confirmation.
2) A valid government issued photo ID.
3) Original form of payment.
Please allow 30 minutes to prepare your merchandise.
Pick-Up Hours: Monday - Tuesday Closed
Wednesday through Sunday 12pm to 7pm
Pick-Up Location Houston: 16666 Barker Springs Road • Houston, TX 77084 • 281-492-5424
TERMS AND CONDITIONS
FURNITURE & ACCESSORIES:
Our goal is your complete satisfaction. Star’s professional sales and design consultants will help you make the right selections for your home. Orders of in-stock merchandise can be canceled anytime up to 48 hours prior to your original delivery date for a full refund. If an order is canceled after that time, store credit will be issued. Sales cannot be canceled, returned or exchanged after merchandise has been delivered or picked up. Upon delivery all sales become final.
MATTRESSES:
Your sleep is important to us. We want to make sure you know what to expect with your new mattress. The journey to a great night’s sleep comes with an adjustment period for your body. Normally it takes between 30-90 days to get used to the comfort, feel and support. It is also not uncommon to experience some back discomfort as you adjust to the new mattress. For more details, please visit our website, Mattress Use & Care.
AS-IS MERCHANDISE:
“AS-IS”, “clearance”, “floor sample”, “close-out” and “one-off” merchandise cannot be canceled, returned or exchanged. They are a final sale. We cannot hold discontinued or clearance merchandise.
RUGS AND RUG PADS:
Rugs and Rug Pads can be returned within 48 hours of receipt. Rug Pads must be in their original, unopened packaging. Note: delivery/pick up charges will apply.
ADDITIONAL INFORMATION
MANAGE YOUR FINANCE ACCOUNT:
Your finance account can be managed from the comfort of your home by clicking “pay my bill” at the bottom of the page.
LOW-PRICE GUARANTEE:
If within twenty-one (21) days of purchase you find the identical item at any other store in our service area for a lower price, bring us the ad or other verification and we will match the price. Low-Price Guarantee does not apply to custom orders or online shopping sites.
LIMITED MANUFACTURER'S WARRANTY:
Star furniture is pleased to assist you with your limited warranty on furniture and mattresses. For further details please visit our website Frequently Asked Questions.
CUSTOMER CARE CENTER INFORMATION:
Department hours: Monday through Saturday 10:00am – 6:00pm
Phone: 1 (800).364.5432 Email: CustomerCenter@starfurniture.com
