Store Policies

Below we have outlined many of our customer satisfaction policies. We believe active communication is the cornerstone of any good relationship. It is our desire at FWDG to ensure you experience the best buying experience. In order to achieve this goal, for the majority of our customers, please understand our need to operate within certain policies.

DELIVERY SERVICE

Because we deliver within a broad area, we must follow a specific delivery route.  We provide a three-hour delivery window the day before your scheduled delivery. Please have the area in your home free, clear of obstructions, and ready for delivery. If you cannot be there to take delivery, please have an adult present to provide a signature authorizing us to complete the delivery. If delivery to the designated room involves limited maneuverability because of narrow halls, doorways, stairwells, etc, we will not be responsible for any damages that could result in attempting placement. If set-up in the designated area is not feasible, delivery will be made to an accessible area. Delivery personnel are not permitted to hang items on walls.

DELIVERY SERVICE INCLUDES

• Free, in-home service to the original purchaser for one year from delivery, excluding all Clearance and AS-IS MERCHANDISE. This service is for warranted defects and workmanship only. This free, in-home service is provided to customers living within our normal delivery area. Customers outside our normal delivery area must return an item(s) to our service department.
• FWDG will continue to offer service in accordance with manufacturers’ warranties after the one-year has expired. Any parts needed for warranted defects or workmanship will be provided at no charge. However; after the one-year, free service period has expired, transportation, labor charges, repairs, and/or installation of warranted parts will be charged.
• The customer will pay for all transportation, parts, and labor required after the one-year free service period and the manufacturer’s warranties have expired.
• After one year, there will be a minimum charge of $69.00 for an in-home service call.

PICK-UPS

The customer is responsible for securing all items in their vehicle.  Please report any manufacturer-related issues immediately.

MAJOR PURCHASES

Furniture is manufactured in component parts. If a component is defective, we will repair or replace it. We do not allow exchanges or replacement of the entire product if a component is defective. Our skilled service technicians are trained to replace or repair components to factory specs. We require that any item needing service with component parts that can be easily transported, be returned by the customer to our service department. Examples are unattached cushions or pillows, removable drawers, lamps, accessories, etc.

SPECIAL ORDERS

A minimum deposit is required on all special orders.  Any balance remaining must be paid in full prior to pick up or delivery (except when financing).

• Special orders cannot be canceled once the order has been placed.
• Arrival of your special order is estimated according to information provided by the factory. Actual delivery may vary from estimated delivery.
• Special-ordered merchandise cannot be returned.
• Damaged special-ordered merchandise will be repaired and not exchanged or reordered.

ESTIMATED  ORDER ARRIVAL

We quote an estimated price based on information provided by our vendors. All special orders are subject to manufacturers’ availability. Discounts will not be given if merchandise is delayed by the manufacturer. If you are notified of a long delay and your merchandise is not in production, you may cancel your merchandise and receive a full refund on the undeliverable merchandise.

CLEARANCE AND AS-IS MERCHANDISE

• Clearance items must be delivered or picked up within 10 days or delivered on the first available delivery date. No layaway unless previously arranged.
• Merchandise must be paid in full at the time of purchase unless financed.
• Clearance items cannot be held.
• All sales are final and no refunds.
• Special orders cannot be discounted to match the price of clearance items.

SATISFACTION GUARANTEE

If you are not completely satisfied with your selection following delivery, excluding bedding, you may reselect merchandise of equal or greater value or receive a 75% credit. You must notify our store within 2 days of delivery and will be subjected to conditions: 

• Merchandise is in the original condition as delivered. 
• A special order cannot be returned as part of this offer. 
• If a re-selection is not made at the time the merchandise is returned, we will issue a store credit toward a future purchase. 
• Only one re-selection is permitted. 
• For any re-selection, a delivery fee will be charged. 
• Merchandise in the home longer than 7 days cannot be returned.

REFUNDS

Check Refunds

• Check refunds are issued within 7 days or after the check has cleared the bank. A fee will be charged for returned checks.

• Purchases paid with cash refunds cannot be refunded.

• Refunds for bank cards are credited only to the card used as payment. There is a charge for any returned checks.

SLEEP PRODUCT WARRANTIES

Manufacturers of sleep products carry unique warranties. We can assure you that we will make every effort to provide prompt and fair service on these products. Mattresses and box springs are warranted against structural defects such as wood frames, springs, and border wires breaking. Ticking or fabrics on all sleep products are warranted for one year. Please note: bedding with multiple layers of padding will display body impressions. This is normal and is not a defect. A service charge will apply for any service required after the one-year, free service policy expires. Our state law prohibits the resale of used bedding. Accepting delivery of bedding finalizes the sale. Sleep products cannot be picked up. Returns and refunds will not be available. Warranty replacements must be authorized by the manufacturer. The warranty is between the consumer and the manufacturer. Bedding that is soiled or damaged may not be returned to FWDG.

THE FWDG LOW-PRICE GUARANTEE

To qualify for the Low-price Guarantee, the customer will be asked to present a hard copy of an ad or a verifiable price quote for the exact same item with the exact same features from a brick-and-mortar furniture store within South Carolina or Georgia. 

The ad can be from a print publication or printed from a website and must have been published within the last 7 days. Showing a screenshot of the ad is insufficient because we must be able to provide a hard copy when we price match an amount below the minimum allowed by the vendor. 

The Low-price Guarantee also applies if the customer purchases from FWDG and later finds the same item for less within the next 30 days, meeting all the criteria listed.

The customer’s original purchase date cannot exceed 30 days before the ad’s publication date. Once verified, the amount of the difference will be credited to the customer’s in-store account toward future purchases. 

The competitor’s price must be for in-stock, new furniture. Floor models, one-of-a-kind, clearance of any kind, special-order, and as-is furniture are excluded. The price must include an in-home setup fee unless the customer picks up the furniture. 

The Low-price Guarantee is limited to one purchase per customer/household. 

We always strive to give our customers the best possible value for quality furnishings.