Placing an Order

We accept Visa, Mastercard, Discover, and American Express. We also accept Apple and Google Pay. All payments are SSL Encrypted and we never have access to, or store, any of your payment information. 

At the moment we do not have a price match program; however we pride ourselves on offering the lowest possible price for all of our furniture. We competitively price all of our furniture, and strive to bring you the best prices possible at all times.

At this time we do not offer price adjustments.

Yes, you can order quickly and easily by calling our support team. They will be happy to take your order and send you an invoice for your products. The shipping and delivery costs as well as the delivery schedule are the same as when placing an order online. If you are having trouble placing an order on our website, please feel free to call us and place an order directly with one of our team members. 

While we do our best to assure that we keep our warehouse stocked at all times, occasionally an item might be temporarily backordered due to high demand. Usually any out of stock inventory will be restocked in under two weeks so we invite you to check back regularly to see if it is back in stock. If you would like to confirm whether a specific item is available, or when it will be restocked, please reach out to our customer support team.

If you would like to place an order for an item that is out of stock please email or call us and we can draft an order and send you an invoice. As soon as the item is back in stock we will notify you and the item will be shipped.

Financing

We offer financing through Affirm, Klarna, and Shop Pay Installments. Through Klarna, we offer the option to pay in 4 interest-free payments for orders less than $1,000. Through Affirm, we offer the option to pay in 4 installments, or fixed payments over 3, 6, or 12 months. With Shop Pay Installments, orders between $50 and $3,000 can be paid in 4 interest free installment payments.

When applying for financing, both Klarna and Affirm will perform a soft credit check that will not impact your credit score. Loan approval and interest rates will depend on your credit score. If you do not make payments on time your credit score may be impacted. Please read the full terms of your loan before confirming. You are in charge of your payments and Suburban Casa is not responsible if your credit is impacted due to missed/late payments.

Shop Pay Installments may also pull a soft credit check, but your credit score will not be impacted. When using Shop Pay Installments, activity will not be reported to credit bureaus.

Affirm does not charge any fees. This included late fees, prepayment fees, annual fees, and no fees to open or close your account. However, you may be charged interest depending on which payment option you choose.

If you miss a payment through Klarna, they will attempt to charge you again.If the payment is unsuccessful after a second attempt, a late fee of up to $7.00 will be added to your outstanding balance. Late fees will never exceed 25% of your order value. If you are part of a ‘No Interest If Paid In Full’ promotion, and you miss a payment, you will be charged the interest that accumulated since the transaction posting date at 19.99% APR. The amount of interest that has been accruing is tracked on the first page of your Klarna monthly statement. If you are late with your payment make sure to pay off the balance in full by the expiration date to avoid interest charges.

There are no hidden fees or additional charges, including late fees or interest when using Shop Pay Installments.

If you miss a payment through Klarna, they will attempt to charge you again. If the payment is unsuccessful after a second attempt, a late fee of up to $7.00 will be added to your outstanding balance if you paid with ‘Pay in 4 installments’. Missed payments will be added to the total of the next scheduled payment. Late fees will never exceed 25% of your order value. If you are part of a ‘No Interest If Paid In Full’ promotion, and you miss a payment, you will be charged the interest that accumulated since the transaction posting date at 19.99% APR. The amount of interest that has been accruing is tracked on the first page of your Klarna monthly statement. If you are late with your payment make sure to pay off the balance in full by the expiration date to avoid interest charges.

If you miss a payment through Affirm, please sign in to your Affirm account today and schedule a payment as soon as possible. Affirm doesn't charge late fees. Even so, partial payments or late payments may hurt your credit score or your chances of getting another loan with Affirm.

If you miss a payment through Shop Pay Installments, the ability to use Shop Pay Installments in the future may be affected. There are no late fees or interest charged, even if you miss a payment.

Refunds for are processed in different ways, depending on the status of your payment schedule, how much you have paid and if the store has processed a full or partial refund.

Full Refund

If a full refund is registered on your order, possible remaining payments will be canceled and the already paid amount will be refunded to the card used to make the payment.

Partial Refund

In case the partial refund was more than the remaining balance on your order, the amount will be deducted from the outstanding balance first and the difference will automatically be refunded to the card you used to pay off the purchase.

In case the partial refund was less than the remaining balance on your order, the amount will be deducted from the outstanding balance and spread evenly over the remaining payments.

Please note, if using Affirm any interested paid will NOT be refunded. Additionally, any fees (such as late fees) will not be refunded either.

B2B and Bulk Orders

We offer exclusive pricing and support to those working on design, construction, renovations, and other commercial projects. Reach out to our B2B team to discuss your needs and how we can help. 

We also have a B2B program to sell to other businesses. Please contact us to discuss bulk prices, flexible payments, and dedicated support. 

Yes, we accept bulk orders. If you would like to check the availability of some products beforehand to assure they are all in stock, or discuss what you need for your project, please reach out to our team and they will be happy to assist you. 

Yes, we offer discount prices for bulk orders. Please reach out to our team to discuss discounts and flexible payment options.

My Order

Upon placing an order you will receive a confirmation email with your order number and a copy of your order summary. Please review your order for accuracy then save the email as receipt of purchase. Additionally, if you chose to create an account you may check the status of your order under the "My Orders" tab. 

If you did not receive an order confirmation within a few minutes of placing your order, please check your spam or junk folder in case it was delivered there instead of your inbox. If you still haven't received an email, please reach out to our support team.

In order to ship your products to you as soon as possible we begin to process your order as soon as we receive it and send it to our warehouses for dispatch. Some orders may leave the warehouse on the same day it was placed. For those reasons, we can only accommodate changes or cancellations within the first 12 hours of placing the order, unless the item has already been shipped. After that no changes or cancellations can be made. If them item was already shipped within the first 12 hours, you will be unable to cancel your order, and will instead need to initiate a return once you receive the item. All orders that are canceled before leaving the warehouse are subject to a 10% cancellation fee. If you need to change or cancel your order please reach out to our customer support team as soon as possible. Changes or cancellations are not guaranteed and need to be approved. 

While we do our best to keep our site as updated as possible, occasionally an item you ordered may be out of stock. In that case, we will contact you to let you know the status and expected date we will have the item in stock. If we are unable to reach you, or the item will be out of stock for an extended period of time, we will need to cancel your order and will issue a refund.  

In the case your order was canceled due to risk of fraud, you will be refunded immediately and you will be notified by email. We apologize for any inconvenience this may have caused and promise you this is to assure the safety and security of our site and customers. If your order was flagged by mistake, please contact your financial institution and reach out to us immediately.

Shipping

Depending on the size of the item it will either be shipped through a freight carrier or small parcel. Once the item has left the warehouse, the freight service will reach out to you to coordinate the delivery details. If any accommodations need to be made, please note that at checkout and again when arranging the delivery appointment. Orders will typically be dropped off either curbside or outside your front door.

Shipping times depend on where you are located and which warehouse the order is being shipped from. Please allow 2-3 business days for the order to be shipped, and an additional 7-14 business days to arrive. Delivery details will be provided in your confirmation email.

Yes, all of our orders include a tracking number. You will receive an email with the tracking number as soon as the item leaves the warehouse. If you order several items, you may receive multiple tracking numbers. 

We understand that mistakes may occur while filling out your information. However, due to tax variances from state to state, once an order is placed shipping details may not be edited. If the address is completely invalid, changes are at the discretion of the carrier. Some carriers may charge an additional fee for changes in address, which you will be responsible for paying. Some carriers do not accommodate changes in shipping addresses. If this is the case, please do your best to accept the delivery at the original location. If the item cannot be delivered, the item may be destroyed or returned to the warehouse in which case you may be charged a penalty, which may include, but is not limited to, additional shipping and handling fees as well as restocking fees.

Please note, if you pay with Affirm, shipping addresses are a factor in Affirm's approval process and Affirm will need to approve the loan again based on the new address. It is possible for the loan to be revoked due to a change in shipping address. If the address entered at checkout is completely invalid, please contact Affirm at orderreview@affirm.com to let them know the change in address, and they will provide you with the next steps. If they choose to not re-approve the loan, you will need to choose another payment method or cancel your order.

Unfortunately, we do not typically ship overseas at this time. If you would like to place an international order, please email us beforehand and we will do our best to arrange shipment. Please note that high shipping rates may apply due to international freight. The customer will also be responsible for any extra customs, duties, or taxes that may apply.

Unfortunately, removal of furniture is not included. However, there are many nonprofit organizations that will gladly come to your home to remove any furniture free of charge.

Damaged, Incorrect, or Incomplete Orders

If your product arrives broken or defective please note this immediately and contact us within 24 hours with proof of purchase as well as photographic or video evidence of any damage or defects. Do not disregard the damaged product or any parts of the packaging as we will need all parts of your order returned in order to inspect and assess the damage. Once we evaluate the products, we will send you a replacement for what was broken. We will only replace items that are damaged upon delivery and noted immediately.

If you were mistakenly sent the incorrect item, please take a picture of it and send your claim to customer support with proof of purchase. We require claims to be submitted within 24 hours of delivery. Once we have received your claim, we will begin the process of exchanging your item for the correct one.

Due to the large volume of items we carry, we have several warehouses throughout the United States. For this reason, it is common for items to be delivered separately. If this is the case, you will receive multiple tracking numbers for each item so you can check the individual status and location for each one. 

For shipping reasons we may have placed certain parts of your furniture in unusual locations. For bigger item, the parts may be broken up into multiple boxes. First check all parts and places of your order, and if you are still unable to find the missing pieces reach out to us within 24 hours of delivery. We will ask you for your order confirmation number as well as photographic or video evidence of the items you received in order to verify the missing piece(s).

Warranties

All of the brands we carry come with limited warranty from the manufacturer. The exact details and specifications are unique to each brand, including the filing process, length of warranty, and type of coverage. To view the warranty for each brand please visit our Warranty Policy.

Suburban Casa is an authorized retailer for each of the brands listed on our site. If you need to file a claim, contact us and depending on the brand we will either submit the claim on your behalf to the original manufacturer or send you the contact information and any additional details needed for you to file a claim directly with the company. Proof of purchase will be required, as well as photographic or video evidence of the damage, and a detailed description of the problem. 

Refunds & Returns

Unless you received the incorrect item, at this time we are unable to accommodate any exchanges. 

If you would like to return your item, you need to notify our team within 7 days of delivery. We require that all returns are unopened and unused, in the original package, with all the original parts, manuals, and instructions. We require you to reach out to us to request a return and receive authorization. We reserve the right to refuse any returns that do not meet our requirements or are sent back to us without authorization. You will be responsible for arranging and paying for return shipping, and restocking fees may apply. Original shipping costs are nonrefundable.

For the entire process of returning an item, please see our Return Policy.

Once the warehouse receives the furniture we will evaluate the condition to approve or deny the return. If your return is approved, your refund will be processed and you will see a credit for the item within a few days. Please note that shipping fees are non-refundable and will be deducted from your refund.

Yes, any orders canceled before leaving the warehouse will incur a 10% cancellation fee that will be deducted from your refund. If you ordered multiple items, 10% of the canceled product(s) cost will be subject to the cancellation fee.

Please note that we can only accommodate changes or cancellations to orders within the first 12 hours of placement, and only if the item has not already left the warehouse. Some orders, especially orders placed in the morning will ship the same day. If the order is shipped before you request a cancellation, you will not be able to cancel the order. Any orders that have already been shipped will be subject to our return policy, and you will be responsible for any additional shipping, return, and restocking fees.

Most brands charge a fee for any returned items. Depending on the circumstances and conditions of the return these fees may apply.

To view the restocking fee by brand, please see our Refunds & Returns Policy.

Depending on the reason for the refund, orders may be subject to fees. If orders are cancelled before leaving the warehouse a 10% cancellation fee will apply. Shipping costs are also non-refundable, so if an order needs to be returned the cost of shipping will be withheld. Additionally, some brands will charge a restocking fee for returned items. 

All fees will be deducted from your refund.

Message Us

We can be contacted by email at support@suburbancasa.com or live chat. We can also be reached through our Contact Us Page.

Call Us

Our support team is available by phone Monday through Friday, 8am-6pm EST at +1 (855) 965-1675. 

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