Customer must have the pink copy of their Royal Contract or Online Purchase receipt and a valid government identification in order to take possession of purchased merchandise. Our experienced staff will help load your items and have twine available to secure them. Please note that with free Will-Call pickup, the customer is responsible for any required assembly of the merchandise. Delivery is available for purchase in select areas. Will-Call merchandise must be thoroughly inspected by the customer prior to loading into the vehicle. A signature is required by the customer or eligible representative of the customer to complete the will-call pickup and confirms that the merchandise was received to completion and in good condition. Though our staff is available to help with the loading process, it is the customer’s responsibility to properly load and secure will-call merchandise onto their vehicle. Once the merchandise leaves the warehouse, it is in the sole care of the customer or customer’s representative. Royal Furniture is not liable for damages or loss in transit.

In rare cases when parts or hardware are discovered to be missing after leaving the Will-Call pickup location, or prior damages are found to have penetrated the protective packaging of boxed items picked up from Will-Call pickup location, these missing parts or damages must be reported within 3 business days of the pick-up by calling Royal Furniture Customer Service 901-346-1446 or emailing customerservice@royalfurniture.com. The customer is responsible for returning to the pick-up location to exchange the damaged items or obtain the missing parts. Royal Furniture will not make home deliveries to replace, repair or service merchandise nor supply missing or damaged parts for a Will-Call pickup. Should a customer file a warranty claim on merchandise that has been picked up at a Will-Call location, an assessment may be conducted at the customer’s home by a third-party repair company at the warranty department’s discretion. If it is determined that the damage is indeed covered by the manufacturer’s warranty, repairs will be made in accordance with the manufacturer’s warranty guidelines. If the damage is covered under the warranty but is beyond repair and therefore eligible for exchange or reselection, the customer is responsible for transporting the damaged merchandise back to their Will-Call pickup location and obtaining their new merchandise. If the customer would prefer home delivery, Royal Furniture’s Delivery service is available for a delivery fee within our standard service area, and will include delivery and installation of the customer’s replacement merchandise to the exact room of their choosing, as well as removal of the damaged merchandise in the same visit. Customers outside our standard service area are excluded from service and warranty policies. Please see our Delivery policies for additional information, or contact your sales associate for more details.

Individual product units are not assigned to any purchase order until the customer physically takes possession of the merchandise. Royal Furniture does not guarantee availability of purchased merchandise at the customer’s request. In certain circumstances including but not limited to an order being placed and purchased but delivery or will-call pickup being deferred due to home renovations, relocation, etc., the inventory status of the purchased item or items is subject to change. Royal Furniture may postpone delivery or will-call availability of the item or items until they are back in stock. In the event that the purchased item has become discontinued and Royal Furniture can no longer fill the order, Royal Furniture will issue the customer a refund for the missing portion of his or her purchase, or authorize a reselection in the form of store credit for the equal value (purchase price plus sales tax) of the discontinued merchandise.

Royal Furniture may authorize returns or exchanges on eligible merchandise within 3 days of pickup or white-glove delivery. Please call customer service to inquire about return or exchange within three business days of your delivery or will-call pickup. Attempted returns and exchanges exceeding three days of possession will not be authorized. Special Order merchandise is not eligible for return. Additional exclusions apply, see policies for details. Eligible merchandise obtained at will-call pickup is subject to Royal Furniture’s standard return policy but must be transported in original condition back to the pick-up location within three business days. Please call customer service for arrangements regarding merchandise return. Royal Furniture will not make in-home appointments for pick up or exchange of will-call merchandise.

For authorized exchanges or reselections, Royal Furniture will issue a store credit in the amount of the returned merchandise purchase price including sales tax. A 20% restocking fee may be applied. The return item must be returned to Royal Furniture’s possession in original condition before a store credit can be issued. Exchanges or in-store credit must be used within 30 days of issue at the original purchase location, unless otherwise instructed by customer service or a store manager.

Exclusions to Standard Return Policy:(A) Bedding Merchandise including mattresses, pillows and mattress protectors are excluded from Royal Furniture’s standard refund and exchange policy and are not eligible for exchange, reselection or refund. These sales are final once the merchandise has been received by the customer.(B) Special orders are excluded from Royal Furniture’s standard cancellation and return policy. Special orders must be cancelled within 48 hours of purchase in order to be eligible for a full refund. Please call your purchase location or for online orders email onlineorders@royalfurniture.com to cancel. In the rare event that Royal Furniture approves a request for cancellation of special order merchandise after the 48-hour cancellation period but before receipt of the merchandise, the customer will incur a 20% restocking fee. Special Order merchandise is not eligible for return or exchange.(C) Purchases delivered outside Royal’s standard operating area are excluded from the standard return policy. Requests may be made for return or exchange within three days of taking possession of the merchandise, and will require written consent and shipping instructions from Royal Furniture to proceed if authorized. Original shipping fees are nonrefundable. If accepted for return, a 20% restocking fee will be charged and the customer may be responsible for return shipping costs. Unauthorized returns made to Royal Furniture will be returned to the customer freight-collect.(D) Items purchased online do not qualify for Return if a) The customer received delivery of an item(s) with a finish, color or texture that is different from what the customer saw at the Royal Furniture website, any website other than Royal Furniture, at a physical furniture store, or recommendations received from a furniture sales representative. Finishes and colors online may not accurately represent the true color or pattern. b) Closeout, Clearance, discontinued, and surplus merchandise may not be returned. c) Bedding and linens are also non-refundable and cannot be exchanged.(E) Value-Added items when included with a purchase may impact or void our standard return policy. Promotional items presented as value-added with qualifying purchase are not eligible for exchange, cash value or store credit. Merchandise purchased as part of a promotional package will only be considered for return or exchange when the entirety of the promotional package is eligible for return, and received in original condition and original packaging if applicable. Omission of any part of a packaged purchase may result in denial of the return or a partial refund. Free Mattress promotions with purchase of qualifying bedrooms include a mattress model determined by Royal Furniture with the purchase of specified bedroom items. If any portion of the qualifying purchase is returned, the promotion eligibility is no longer met and the customer will be subject to a fee at Royal Furniture’s discretion to account for the value-added mattress which is not eligible for return or exchange per Royal Furniture’s standard return policy as it pertains to bedding merchandise.