Policies / Warranty

View Peace of Mind Brochure

Jordan's Furniture honors manufacturers' warranties and Peace of Mind Protection plans.

Jordan's Furniture not only honors manufacturer warranties, but we also help you understand exactly what’s covered. Moreover, for an additional cost, we offer our Peace of Mind Protection Program.

Peace of Mind Protection Program

Our Peace of Mind protection plan helps ensure the prolonged 'newness' of your furniture.

Accidents happen. Luckily, Jordan's Furniture now offers The Peace of Mind Protection Program.

Combining an ecologically responsible line of cleaning and maintenance products with the professional support of our warranty service staff, we have teamed up with a major warranty provider to bring you, not only peace of mind, but also a practical solution for everyday ACCIDENTS that may occur.

The Peace of Mind protection plan provides:

• Five-year limited product warranty against ACCIDENTAL damages to fabric, leather, wood, area rug and outdoor merchandise during normal residential use.
• Expert assistance and live support.
• Fast and efficient claim processing.

How the Program Works

If you purchased the Protection Program and you have a covered issue, you must contact ProtectAll within 30-days.

• ProtectAll directly at 1-800-GBS-SERV (1-800-427-7378)
• Online at www.myprotectall.com

What You Can Expect

Though this process may vary depending on the nature of the damage or stain reported, here is what you can expect:

For covered issues (Please refer to specific warranty for coverage)

You may be advised to try to remove the stain with the cleaning and maintenance products provided to you when you purchased the warranty.

If you are not able to correct the stain or damage using the protection program's products (see our furniture care pages for kit descriptions) or if you do not have the kit, you may be sent another kit as a first step.

A service professional may attempt to clean or repair the affected portion of the furniture.

You may be advised to try to remove the stain with the cleaning and maintenance products provided to you when you purchased the warranty.

If the issue is not able to be corrected, then it may be determined that the affected portion—or even the complete item—needs replacement.

You may be advised to try to remove the stain with the cleaning and maintenance products provided to you when you purchased the warranty.

If the Protection Program Company decides to replace an affected portion or a complete item, the credit will be equal to the original purchase price of the affected item only.

The warranty is non-transferable.

PLEASE NOTE: ProtectAll will not cover accumulation of damages—that is, multiple stains or damages incurred over time. It will not cover stains or damages caused by everyday soiling or normal use. Pet damage is not covered unless specifically stated.

PLEASE NOTE: ProtectAll administers the Peace of Mind Protection Program. Jordan's Furniture will not always administer repair work. Contact Jordan's Furniture Customer Service department for details.

A Warranty Card is provided to you at the point of sale. If you have misplaced your warranty information or have any questions about coverage before filing a claim, please Contact Jordan's Furniture Customer Service department for details.

The protection plan includes a 5-year supply of care products. Simply bring the empty bottle back to any Jordan's Furniture store for a free refill.

Manufacturer's Warranties

Customer Service will explain the details of manufacturers' warranties.

Your satisfaction is key to our success. To help ensure that satisfaction, our Customer Service professionals are on hand to help you understand the details of any manufacturer warranty that applies to the merchandise you purchase at Jordan's Furniture.

How Do Manufacturers' Warranties Work?

The manufacturer's warranty is a service repair warranty. As such, Jordan's Furniture is required to inspect and assess any damaged merchandise—this typically takes place in the home, as required by manufacturers.

Once one of our customer service representatives has assessed your repair needs, a service call will be scheduled. Generally, our service technicians can repair damaged merchandise. If, however, the technician deems replacement parts—or even a replacement item—to be necessary, then replacement orders will be placed.

PLEASE NOTE: Jordan's Furniture will strictly adhere to manufacturers' warranties. In order for any warranties to apply, you must be the original purchaser of the furniture. All warranties are for normal usage—for example, furniture rated for residential use has a warranty for residential use only.

Contact Customer Service

For answers to all your warranty questions, please call the Customer Service department at 1.866.8.JORDANS (866-856-7326), Option #1, or send us an e-mail.

Customer Service hours are Monday, 7:30 to 5:00 PM, Tuesday – Saturday 7:00AM – 5:00 PM, Closed on Sundays.

Service Outside of Warranty

Jordan's Furniture is your trusted resource for furniture repair, parts, and after-warranty care. Call our Customer Service representatives for more information.

Jordan's Furniture offers a Pay-for-Service program that provides top-notch repair services. Professional estimates will be provided along with a 90-day warranty on repairs made by Jordan's service technicians.

The Pay-for-Service program is especially good for furniture damage not covered by manufacturer or Extended Protection Program warranties (including furniture with expired warranty plans).

Located inside Jordan's Furniture of Avon, CCC adheres to these policies.

Jordan's Furniture Colossal Clearance Center is located in our Avon store. Merchandise available here includes floor models, Jordan's Furniture discontinued items, mis-ordered items, and scratched or dented items.

Colossal Clearance Center Policies

Merchandise is sold as is, without warranty or service. In addition, Jordan's Furniture will honor the following policies:

• All sales of Clearance items are final. Sorry, no returns, refunds, or exchanges will be accepted on merchandise sold in the Colossal Clearance Center at Jordan's Furniture.
• A 30 percent non-refundable deposit is required on all Clearance orders.
• Sorry, we cannot accept telephone orders or layaways for merchandise found in the Colossal Clearance Center.
• Clearance items must be paid in full (cash, check, credit card) at the time of purchase. We also offer 6 or 12 month financing**. Restrictions apply. See store for details. Merchandise must either be picked up within three (3) days or delivered within ten (10) days from the date of purchase. Please see a sales associate for details.
• We charge 15% of the furniture retail cost for delivery on all clearance items.
• Clearance items are not eligible for service after purchase. Please see a sales associate for details.

Jordan's Furniture follows these guidelines when fulfilling orders.

Now that you have decided on your furniture or mattress purchase, getting it home should be easy—at Jordan’s Furniture, we guarantee it! We offer delivery, pickup, and certain items are eligible for factory-direct shipments. Regardless of your choice, we will make sure it all goes smoothly.

Delivery Policy

• Jordan’s Furniture offers delivery throughout Massachusetts, Rhode Island, Connecticut, Maine, New Hampshire, Vermont, and parts of New York and New Jersey. We deliver to specific towns on designated days of the week.

Furniture Delivery Charge

• We charge 7% (15% for Colossal Clearance Center items) of the furniture retail cost, excluding our protection program to deliver in the immediate area around each store. This includes delivery, assembly when necessary, placement in your home, and removal of packaging materials.
• Contactless delivery - packed and unassembled is available for a reduced charge.
• Additional charges apply to more distant regions.
• When your merchandise is available, we will contact you to schedule a convenient delivery date.

Sleep Lab Delivery Charge

We charge 3% of the merchandise retail cost and include free removal of old bedding for towns in the immediate area around each store. An additional charge applies for more distant regions.

Here are guidelines to make your delivery go smoothly:

• All orders must be paid in full prior to scheduling a delivery. We also offer 6 or 12 month financing**. Restrictions apply. See store for details.
• We request that you accept delivery of merchandise within 10 days of being notified. If this is inconvenient, please let us know so we can make other arrangements. If we have not heard from you within 10 days, we may unreserve the merchandise being held for you.
• We'll remind you via phone call, text and email 2 days before delivery with a 3 hour time frame, scheduled between 7am and 6pm. This time frame cannot be changed.

Please Note: Due to ferry schedules and additional delivery complications, Martha's Vineyard and Nantucket customers will receive an 8 hour time frame between 8am and 4pm that cannot be changed.

Please read the following list of requirements to prepare for the delivery of your merchandise. Additional pickup/delivery preparation advice is available on our "Delivery Preparation" page.

• Someone 18 years of age or older must be home to accept delivery.
• Please remove snow and other obstacles that might hinder our delivery team.
• Please clear the room(s) in which your new furniture will be placed. Our delivery team cannot move or remove existing furniture.
• If a delivery requires the removal of a window, please make necessary arrangements when the delivery is scheduled.

Please call Jordan’s Delivery Department at least 48 hours in advance of your scheduled delivery if conflicts arise. We will assess a handling fee in addition to the delivery charge if deliveries are canceled within 48 hours of the scheduled date. The Delivery Department phone number is (866) 8JORDANS or 1-866-856-7326 or send us an e-mail.

Delivery Hours:

Monday through Saturday - 7 a.m. to 6 p.m.

Sunday - 7 a.m. to 6 p.m. (Bedding only)

Sunday - 7 a.m. to 6 p.m. (Bedding only)

Please Note: To ensure the safety of our delivery team, we reserve the right to cancel or delay deliveries during hazardous weather conditions.

Pickup Policy

Below are guidelines to help you schedule the pickup of your merchandise:

• We request that you accept delivery of merchandise within 10 days of being notified. If this is inconvenient, please let us know so we can make other arrangements. If we have not heard from you within 10 days, we may unreserve the merchandise being held for you.
• You must contact our main distribution center at least 72 hours before you intend to pickup your order(s). This will give us enough time to transfer the merchandise to your pickup location. Please contact us at (866) 8JORDANS or 1-866-856-7326 or send us an e-mail.
• For security purposes, we photograph license plates and loaded vehicles.
• We reserve the right to refuse to load merchandise into or onto vehicles that are deemed unsafe for transport.
• For security purposes, you must notify us before the pickup day if someone other than the person named on the order(s) is picking up on your behalf.
• For security purposes, you must present valid drivers’ licenses to pickup orders. We may scan drivers’ license barcodes to validate the back and front of licenses for authenticity.

Factory-Direct Shipments

Certain items are eligible for factory-direct shipments using companies like FedEx and UPS to our local delivery area. See Jordan's Delivery Area page for more details.

FFO merchandise sells at factory outlet prices in accordance with these policies.

FACTORY-NEW FURNITURE at outlet prices is what Jordan’s Furniture Factory Outlet (FFO) is all about.

Factory-New Furniture

Here are a few things to know about FFO:

• FFO furniture is new merchandise, and it comes with the standard manufacturer’s warranty.
• Due to the time required for banks to process checks, Jordan’s can issue a refund check no sooner than 14 days from receipt of a personal check. If payment was made by debit or credit card, that same card will be issued a credit upon authorized refund.
• FFO merchandise must be paid in full prior to delivery. We also offer special financing⁺. Restrictions apply. See store for details. Deliveries cancelled with less than a 48-hour notice will incur a restocking fee.
• Sorry, there are no Layaway or Price Protection plans available on FFO merchandise.

Jordan's Furniture employs these following policies regarding merchandise returns.

There are times when it’s “just not right.” At Jordan’s Furniture, we understand there will be instances when, for whatever reason, you might want to return your purchase. We understand this, and we want to make such returns as easy as possible.

Returning Merchandise

If you return your purchase (excluding bedding) within 7 days of delivery or pickup, we will either make a complete exchange for something else you prefer or issue a refund — your choice. This excludes bedding, special orders, delivery and assembly fees.

We will process your refund within 14 business days. Credit card refunds take less time and refund checks take the most. Contact us either by telephone 1.866.8.JORDANS (866-856-7326), Option #1 or send us an email via our “Contact Us” form.

Please Note: We do not refund special order deposits and delivery charges. An additional delivery charge may be assessed when we return to your home to pick up furniture.

Jordan's Furniture performs on- and off-site furniture repairs.

Your total satisfaction doesn't end when we deliver your purchase. At Jordan's Furniture, great customer service is at the heart of our business.

On-Site and Off-Site Repairs and Service

We will do everything possible to make sure your purchase meets your expectations. In honoring service calls and repair requests, Jordan's Furniture adheres to the following policies:

• Jordan's Furniture reserves the right to perform in-home inspections of merchandise claimed to be damaged or defective.
• Depending on the level of service or repair needed, service may be done in your home, in our own custom repair shop, or at the factory.
• Jordan's Furniture may, at its discretion, repair or replace merchandise.
• We will schedule a service call on the specific day(s) that have been designated for your town. Please speak with a Jordan's Furniture Customer Service representative to arrange a service call.

Please call the Customer Service department at 1.866.8.JORDANS (866-856-7326), Option #1, or send us an e-mail.

Customer Service hours are Monday 7:30 am to 5 pm, and Tuesday through Saturday, 7 am. to 5 pm.

Warranty Information

Jordan's Furniture has two types of warranties: manufacturer warranties and Extended Protection Program offerings. In-depth information about these plans can be found on the Warranty Information section of this page.

• Manufacturer warranties apply to original purchaser only.
• All warranties are for normal use. Furniture rated for residential use has a warranty for residential use only.
• Jordan's Furniture will strictly adhere to manufacturer's warranties.
• Jordan's Furniture will not be responsible for any manufacturer’s warranty issues with the product if it is located outside of our normal service/delivery area.

Jordan’s Furniture Sweet Dreams 100-Night Guarantee

Sweet Dreams Guarantee*

It takes at least 30 days to adjust to a new sleep surface. Customers who are uncomfortable with their new mattress after 30 days should contact their Sleep Technician. Jordan’s provides up to 70 additional calendar days to exchange a mattress.

• The 100-day period begins on the date customers receive their first mattress. Jordan’s allows a reselection only after the 30-day adjustment period.
• All reselections are subject to an exchange fee of $99 plus a redelivery charge.
• Comfort is a matter of preference and not part of manufacturer warranties.
• Customers may select a mattress of equal or greater value. If the reselection is of greater value, customers pay the difference in price. If a reselection is of a lesser value, the difference is not refunded.
• Limit one comfort exchange per customer.
• Mattresses must be free of stains and in their original condition to be eligible for the Sweet Dreams exchange and warranty programs.
• All bedding accessory items, foundations, and floor models are final sales.
• Does not apply to flat foundations, Power Bases (adjustable foundations), special purchase items, custom-size orders, or reselections for mattress size or height problems.

*Orders delivered to Jordan’s Expanded Delivery Service Area are subject to different terms and conditions for Delivery and Service and are ineligible for the Sweet Dreams Guarantee. Contact a store for assistance regarding the “Guidelines for Expanded Delivery Area.”

• Ask Questions – Buying a mattress is a “blind” purchase. That is, you really have no idea what’s inside. Jordan’s Sleep Lab Technicians show you what's inside a mattress, letting you feel and touch, which is so important. And, they'll explain the differences between and benefits of the various sleep systems.
• Do Your Homework – Make sure you can trust the retailer of your mattress purchase. Do some online research. Look at consumer reviews. Then, using a search engine, compare consumer reactions to all the various bedding retailers — including us.
• Be Wary – If you see a model at the Sleep Lab, then see it somewhere else for less, be sure to look carefully at all the features and characteristics of that other model. Chances are it’s either a different mattress or of a lesser quality. Just like TVs or appliances, mattresses come in many models.
• Look For Details – If you can't see what's inside the mattress, how can you compare products? At Jordan's Sleep Lab we show you what's inside and have fact tag information outlining everything inside of each mattress we sell.
• Know The Law – Jordan’s Furniture fully supports the Massachusetts State Legislature’s 2008 law requiring mattress retailers to label any bedding ever having been sold — even if returned in original packaging — as “previously purchased.” Jordan’s Furniture never has (and never will) re-sell a mattress as new.

These payment, price protection, cancellation, and refund policies are proudly honored.

For your protection, Jordan’s Furniture has instituted policies pertaining to price, payment, refund, and cancellations. We developed these policies with you—our customer—in mind. Please take a minute to read them over.

Methods of Payment

Jordan’s Furniture accepts the following forms of payment:

Credit Cards—Jordan’s accepts MasterCard, VISA, Discover, and American Express.

Personal Checks—Standard personal checks are accepted with photo ID. Sorry, but we cannot accept starter or temporary checks.

Finance Options—Jordan’s offers various financing. See store office for details. The Colossal Clearance Center also offers a finance plan. See the Colossal Clearance Center office for details. See financing page for details.

Cancellation Policy

Orders can be cancelled prior to delivery or pickup by contacting your sales consultant or sleep technician or by calling 1-866-8-JORDANS (1-866-856-7326). We will connect you to the appropriate Jordan’s Furniture location for additional help.

Please Note: Should you decide to cancel your special order, the 30% deposit placed for Special Order merchandise will not be refunded or transferred.

Refund Policies

Check Refunds—If payment was made by cash or personal check, Jordan’s corporate office will issue a refund by check. Due to the time required for banks to process checks, Jordan’s can issue a refund check no sooner than 14 days from receipt of a personal check. Sorry, but we cannot issue cash refunds.

Credit Card Refunds—If payment was made by debit or credit card, that same card will be issued a credit upon authorized refund.

Other Transaction Policies

Other terms and conditions are outlined here:

• You must accept delivery or pickup of your merchandise within 10 days of being notified of its availability. Please call Jordan’s Furniture to make other arrangements if you are not able to comply. If we do not hear from you, the merchandise may be released and other arrangements would have to be made.
• Any change of address, phone number, or other personal information should be communicated to us as soon as possible.
• Availability of Special Order merchandise is not guaranteed. Once Special Order merchandise is ordered, the deposit becomes non-refundable and non-transferable. If for any reason the special order merchandise is no longer available, Jordan’s Furniture assumes no liability, but will refund the deposit in full.
• Additional furniture purchases made at a later date are subject to availability from the manufacturer. In addition, the manufacturer cannot guarantee that the dye lot on upholstered merchandise or the stain colors on wood furniture will match your original merchandise purchase.

Find a lower advertised price on identical merchandise at another local retailer with the same terms and conditions and we will refund you the difference for up to 30 days after you have received your merchandise. A local retailer is one that is operates one or more physical retail stores within our normal delivery area. Jordan’s will not match prices for membership clubs, going-out-of-business sales, floor samples, clearance items, or damaged items.

Jordan’s guarantees its prices for up to 90 days with a 30% deposit. Items are not reserved or held. Availability of merchandise is determined when you activate your order. Please contact us within the timeframe outlined on your sales receipt to speak with a Jordan’s representative to activate your sales order. At that time, we will order the merchandise from the manufacturer. If you do not contact us within the specified time, your merchandise may not be available when you want it.