frequently asked questions

frequently asked questions

frequently asked questions

Recognizing the need is the primary condition for design.
Charles Eames

We compiled the most common questions collected from our customers over the years and hope that these quick answers will help. If there is something we have missed or forgot to include, send us a quick email to [email protected]

room service 360° team

Do you have a showroom?

Yes, we have a 20,000 sq ft showroom in Philadelphia. Our showroom boasts with distinctive finishing touches, including an extensive selection of wallpapers, art, rugs, and accessories to complete any room, making it a great one-stop destination where designers and clients can create personal spaces that convey a sense of harmony and elegance.

Our showroom is open Monday-Saturday and we look forward to welcoming you.

Do you offer warranty?

All products come with a standard warranty against manufacturer’s defect. Most manufacturers offer a 1 year warranty against defects. We only select the finest manufacturers with top reputations for quality assurance. However, we strongly recommend adding room service 360° 5-Year Extended Warranty for a small fee to protect your investment. Our 5-Year Extended Warranty covers everything from liquid damage to chips and dents while lasting 5 years from the date the furniture is delivered to your home. Our technicians are industry leading specialists who can repair or replace your furniture quickly and easily, all in the comfort of your home. You have a full 2 weeks to notify us when you notice a problem and in most cases, a technician will complete all required repairs within 10 business days. Once purchased, you will receive a separate packet in the mail with all the details about your new protection plan.

Will my items look exactly like the picture?

room service 360° 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 email 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.

How do I order furniture?

You can place an order via our website, by giving us a call 888.450.7666, or by visiting our Philadelphia showroom.

What are your delivery charges?

As a value that we want to add to our customer experience, we offer delivery at no cost. This delivery service is generally to your curb and does not include any set up of new furniture and removal of debris or old furniture. In most cases, deliveries will be made by a trusted third-party provider. Online “Free delivery on most products” offer applies to first floor only deliveries and excludes fitted furniture. Delivery to Hawaii, Alaska, Puerto Rico, and the US Virgin Islands will be subject to extra delivery charges. Delivery charges to Canada and outside the US are based on weight, volume and destination.

We also offer two tiers of white glove delivery which include Standard white glove delivery or Premium white glove delivery. The standard service includes carrying the product up two flights of stairs from the building threshold into the room of choice, unpacking and providing setup using basic tools. Likewise, the Premium white glove delivery is comprised of delivery, unpacking, professional installation, and the complete removal of all packaging and debris. The premium tier of our white glove service is further enhanced by the full assembly of complex furniture, such as wall units, dining tables, wardrobes, and walk-in closet systems.
*** Premium tier of our white glove services may not be available for all delivery destinations and are subject to additional charges.

Please email our shipping team [email protected] to get additional information about Premium White Glove availability in your area and the additional cost involved.

How long will delivery take?

Lead times can vary depending on the product. Generally, products that are in stock have a shorter lead time ranging from 2-4 weeks, while furniture that is made to order in Italy have longer lead times and can take approximately 12-14 weeks. If you require something sooner, take advantage of our sale section that includes special offers for select showroom display models, which are available for quick delivery.

Where is my order?

For quick order status, you can click on track my order. Additional questions related to the shipping and delivery of your order could be emailed to [email protected]

Where do you ship to?

We ship everywhere in the continental United States as well as to Hawaii, Alaska, Puerto Rico, and the US Virgin Islands. Likewise, we ship to Canada and other countries around the world. If you want to place a large international order, send us an email [email protected]. Please explore our Worldwide logistics section for additional details on international shipping.

Can you take away old furniture?

Unfortunately, we cannot take away old furniture.

Can I change my delivery details?

Yes. Please email us at [email protected] or give us a call 888.450.7666 and make sure to have your order number and shipping details of the order.

Can I pick up my order from your warehouse?

Yes, you can pick up your items from our warehouse in Philadelphia. Please contact us to arrange this in advance.

*** Please note, all pick up orders are subject to PA sales tax.

Can I have furniture made with my own fabric?

We have a large selection of fabrics and leather that are offered for chairs, sofas, sectionals, beds, and other upholstered furniture. If you cannot find one that you love, please email us at [email protected] and we will find out the C.O.M (customer’s own material) requirements for the product that you would like to be upholstered in your own fabric.

I received a faulty / damaged item. What can I do?

We do everything we can to make sure your order reaches you in pristine condition. If, however, it should arrive damaged or not working, please save all original packaging and notify us and the shipping company immediately. Damages to items shipped must be noted on the delivery receipt and reported to us as soon as possible. Concealed damages must be reported to us in writing along with digital pictures within 72 hours of delivery. If there are partial damages or shortages, accept the good items and list damages/shortages on the delivery receipt, we will send free replacement parts to correct the problem, or issue a pickup to replace the product at our discretion.

How can I pay for my order?

room service 360° accepts Discover, Visa, MasterCard, and American Express. Please contact us at [email protected] or call us at 888.450.7666 to pay with a check or money order. We also accept bank transfers and payments via Paypal.

All invoices must be paid in full prior to merchandise delivery with no exceptions.

Do you price match?

Should you find a reputable retailer offering the same branded product on sale at a lower price, we promise to try and match the price and would welcome the opportunity to earn your business. Please send all price match inquiries to [email protected]