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Customer Care


Thank you for shopping at Smart Furniture! Like you, we realize that it's not always snuggly bears and bright rays of sunshine when you shop online. So, please feel free to contact us with any questions or concerns you may have and we'll be happy to address them.
Customer Service Inquiries:
email: customerservice@smartfurniture.com
phone: 888-762-7841
text: 423-800-5198

Sales Inquiries:
email: sales@smartfurniture.com
phone: 888-467-6278

Other Ways to Get in Touch With Us
Chat Online
Send Us a Message to Contact You
International Inquiries:
email: sales@smartfurniture.com
phone: (423) 267-7007


Hours of Operation
Monday-Friday: 8am-8pm EST
Sunday: Noon-6pm EST
When you call, email or chat online with us, rest assured that you're getting in touch with one of us here in our Chattanooga, TN headquarters and not just some random call center in the middle of nowhere. We like real people just like you do.

Frequently Asked Questions


Why Shop at Smart Furniture?


Ordering, Shipping & Delivery Information


Warranties & Returns


Questions about Smart Shelves®


Privacy & Other Website Policies

Why Shop at Smart Furniture?

1. We will win your loyalty with world-class customer service. | back to top
We strive to provide the best customer service in the world, which sounds cliché, but we're very serious about it. We admit that we're not always perfect, but we really try hard to make you happy. Until you experience how hard we try to make you happy, you will have no idea. So give us a chance - call us, ask us a question, request a custom design, order.

2. Low-price guarantee. | back to top
Yes, on specific items and brands such as Herman Miller, Steelcase, Kartell, Blu Dot, Gus Modern and BDI.

For these products, we'll offer you the lowest price allowed by the manufacturer. If you've seen a better price (including applicable shipping costs) from another authorized retailer for the same product, you can contact us to provide us with information on where you've seen the better price and we'll gladly get in touch with you and match the price*. You can also call us at 888-467-6278 and provide us with this information so we can better serve your needs and offer you the best price and service available.

*Please note the items from the brands mentioned above are subject to the manufacturer's minimum advertised price (MAP) policies. We will match pricing only from authorized retailers who adhere to the manufacturer's specific policies.

3. 45-day Hassle-Free return policy. | back to top
We buy stuff online, and we understand how some purchases go. You open the packaging, take a gander at the sparkly new product inside ... and sometimes, you're underwhelmed.

Don't worry; we're here for you. We do our absolute best to make sure that your returns are seamless, easy, and totally straightforward.

If you're not completely pleased with your purchase, let us know, and one of us will walk you through our return process. You can e-mail us at customerservice@smartfurniture.com or call 888-762-7841 any time for help.

In the meantime, here's how it works:

45-Day Simply Smart Returns: you don't like what you bought? No big deal. You let us know you want to return something, we arrange it, and we refund you when we receive the product back at our warehouse. It really is that easy. Here's how the policy breaks down:

  • Orders under $2,000 can be returned to us for a full refund. We cover the cost of return shipping and you get back all of your money.*
  • Orders $2,000 and over can be returned, but we'll deduct an 18% return processing fee from your refund.** We'll arrange the return shipping and will refund the order amount (minus 18%) when we receive the product from you.
  • Business Orders over $5,000 are not eligible for this policy. Please click here for special rule on business orders over $5,000.


A few conditions to be eligible for a refund:

  • You need to have the original packaging
  • The product has to be in new and unused condition
  • You need to return the products to us within 45 days of delivery


That's it.

Shipping can be a precarious process, and without the box, your furniture is going to look messier than a Jackson Pollock painting by the time it makes it back to our warehouse. That's why you have to have the box - even if this means asking the shipper to let you keep it.

We live by the Golden Rule, and that means we treat our customers how we want to be treated. We want your experience to be as hassle-free as possible, and we don't want you to be stuck with something that just doesn't work for you. That's why we'll take stuff back within 45 days without beating you up about it.

Please note: if you are a business customer and are working directly with a Smart Furniture Sales Team Member, this policy does not apply. This policy governs web-based purchases only.

Also note: this policy covers the stuff you get and don’t like. If you get something and it is broken, that’s another story. Contact us right away and we will get that worked out too.

*We will refund the standard shipping/delivery charge. Unfortunately, the dorky finance people tell us we cannot refund the amounts you paid for shipping upgrades.

**The return processing fee goes toward covering the cost of return shipping and warehousing fees for these higher-ticket items. Note: business orders sold offline are excluded from this policy.

4. Tax-free shopping | back to top
We will never charge you sales tax for shopping at Smart Furniture if we don't have to. The only time you'll pay sales tax is if you're shipping your order to an address in Tennessee, the state where we're incorporated and are required to charge sales tax.

Ordering, Shipping & Delivery Information

1. What are my payment options? | back to top
Smart Furniture accepts Visa, MasterCard, American Express, and Discover. We also accept checks and money orders. For the fastest delivery and most convenient ordering, we recommend using a credit card to secure your purchase.

We do obtain an authorization on your card at the time of your order for the full amount of your order, which may appear temporarily as a charge on your account statement, but it is only an authorization and usually falls away after 24-48 hours depending on the policies of your credit card provider. We also obtain authorizations for the outstanding balance of your order if A) your order partially ships or B) the existing authorization is about to expire. Should the re-authorization not be successful, we will contact you for new payment information.

  • Residential customers: We accept personal checks from individuals. However, your personal check must clear our bank prior to product shipment. There is a $20 charge on all returned checks.
  • Business customers: We accept checks or money orders and also offer net 30 terms for eligible businesses. We require credit information and prepayment on first orders paid for with checks. There is a $20 charge for any returned check. To receive a credit application for net 30 terms, please contact our Sales Department by phone at 888-GO-SMART (888-467-6278) or e-mail us (sales@smartfurniture.com). Once your credit is approved, we will ship your order.

We also accept payments via PayPal, Google Checkout, Amazon Payments, and PriceWaiter (Stripe). Listed below are how each of these payment methods authorize and charge your credit card:

  • PayPal: In most cases, payments through PayPal both authorize and charge to your credit card up front, though there are instances where only the authorization is made. In this case, the authorization lasts 29 days, after which your card will then be charged. We don't have a way of knowing which will be the case for your order so if you absolutely need your card billed when it ships please use a credit card for payment and not PayPal.
  • PriceWaiter: Payments through PriceWaiter authorize and charge to your credit card or PayPal account up front when you place your order.
  • Amazon Payments: Amazon collects payment for orders using their checkout system up front. If you absolutely need your card billed when it ships please use a credit card for payment and not Amazon Payments.

2. What are your standard shipping rates? | back to top
Please click here to view our standard shipping and delivery rates.

3. How will my order ship?
| back to top
Our shipping department works closely with our delivery companies to ensure that your products get to you in the quickest, safest and most reliable method possible. Primarily, our smaller products will ship to you via UPS Ground. Large or fragile items going to addresses be shipped by a large, commercial truck. Truck shipments typically include day and time specific delivery appointments. Customers must be present to receive truck orders and sign acknowledging receipt.

4. How will I know when my order actually ships and when it will arrive? | back to top

We'll send you between two and four e-mails regarding the status of your order. The first e-mail is a confirmation of your order. This gives you the opportunity to review the order for accuracy. We recommend that you closely review your shipping address, email address and product options and quantities to ensure that the information provided is correct. A second email may be sent once a delivery date is confirmed for us by the manufacturer. Subsequent emails may be sent to either confirm that your order is still on schedule or to advise of changes. The final email is sent when your order has shipped. If your order contains multiple items you may receive multiple shipping notifications. Please note:

  • If your item shipped via FedEx, your email should contain FedEx tracking numbers. You may track your package on the FedEx website.
  • If your item shipped via any other method, your tracking numbers are also listed in the email. However, these tracking numbers are from another carrier and are accessible through the individual carrier's website, not FedEx's website.
  • We are happy to provide your tracking numbers to you if you are having any problems obtaining them. Please contact us at (888) 762-7841 or customerservice@smartfurniture.com.

5. Do you offer expedited shipping and handling?
| back to top
Rush shipping is available for select items. Call us at 888-467-6278 or send a quick email to sales@smartfurniture.com for a custom quote.

6. Are there any other extra fees with delivery and/or assembly of my order?
| back to top
No. We do not charge you any extra fees for your order on top of the standard rates for inside delivery and assembly listed on the question above.

7. Can you ship an order to multiple addresses?
| back to top
Of course! Call us at 888-GO-SMART (888-467-6278) and we will help you place an order.

8. Can you ship internationally?
| back to top
Yes, we certainly can. Please contact us directly so we can give you a personalized international shipping quote based on current exchange rates. Call us at: 888-GO-SMART (888-467-6278), chat with us now, or e-mail us at sales@smartfurniture.com.

Please note that we cannot sell Herman Miller® products outside of the United States.

9. How much is it to ship your products to Canada?
Unfortunately, most products we sell are not able to be shipped to Canada. However, we can ship Humanscale to Canada free of charge.


10. I want rewards points! How do I get them?
Rewards points can be acquired several ways including: reviewing products, trying the FurnitureGenius, trying the Office Chair Genius, or you have good karma and good things just naturally happen to you.

11. How do I use my rewards points?
After you take a quiz you are prompted to create an account or login so we can link the points to your account. After you do so, your $25 reward is now available when you checkout. On the billing page at the top above payment details is a box you check that says "Redeem My $XX Rewards Points ($XX available)". You should check that box to apply the points to your order.

12. I have points in my account but I don't see them available to use, what gives?
There are exclusions, we're sorry. First, your order subtotal must exceed $100 for the rewards points box to appear on checkout. If your order is less than $100, points are not an option. Certain brands are also excluded (click here to learn more).

Warranties & Returns

1. What do I do if part of my order is missing or was damaged during transit?
| back to top

Please contact us within 5 days of order receipt at (888) 762-7841 or e-mail us if your products arrived to you damaged. It is helpful to us if you have photos of the damage, but they are not required. We may request that you send the product back, so please keep the original packaging until you speak with us.

2. Do you have a warranty on your Signature Smart Shelves® products?
| back to top

In addition to covering our products with a 45-Day Return policy, we also offer a lifetime warranty on all Smart Furniture Signature Line products, including all Smart Shelves® components. The warranty ensures that if you ever experience problems with breakage, chipping, discoloration, or any other problems with a Smart Furniture Signature Line product, we will replace the damaged component for free at any time (subject to product availability; includes the cost of shipping).

To take advantage of our lifetime warranty, we ask that you call our customer service department at (888) 762-7841 to notify us of the problem. If there is a manufacturing defect or the product was damaged in shipping, we may request that you send the product back, so please keep the original packaging until you speak with us.

Please note that this warranty is voided by: (1) use of the product in a tradeshow, (2) your modification of the structural elements of the product (e.g. drilling, sawing, etc.), (3) any obvious misuse or abuse of the product (to list some: throwing product from an office building, using the product for firewood, or shooting the product), (4) any act of God or a bad person (e.g. theft, fire, earthquake, tornado, flood, hurricane, bombing, or related bad guy attacks).

If you have any questions about our Signature Line lifetime warranty, please call 1-888-GO-SMART (888-467-6278) or email us at sales@smartfurniture.com.

All items not included in the Smart Furniture Signature Line are covered by the individual manufacturer's warranty. Please call or email us at sales@smartfurniture.com for warranty information for a particular product. You may also chat with a representative now.

Questions about Smart Shelves®

1. What are Smart Shelves? | back to top
Smart Shelves® are Smart Furniture's award winning system that enable you to design your own custom shelving solution. This patented line of modular interlocking shelving components was designed by the company's founder and chairman, Stephen Culp. Smart Shelves® are produced in the U.S.A. Our system is unique because it:

  • Is easy to put together and take apart - without tools!
  • Contains different components of various sizes and shapes, letting you create an infinite number of storage and display solutions
  • Allows you to buy only what you need at the time you purchase and add to your unit over time as needed
  • Lets you reconfigure your shelves to adapt to your changing needs
  • Is strong enough to support the weight of home libraries and media collections without bowing over time
  • Is covered under our lifetime warranty against breakage, chipping, or bowing
  • Is proudly manufactured in the United States


2. Are all Signature Line products compatible with each other?
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No. All Smart Shelves® products are compatible, but some Signature Line products, such as the 3x3 and 5x5 storage cubes, are stand-alone products and the components do not fit with other Signature Line products.

3. Can I get Smart Shelves cut to my exact measurements?
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The Smart Shelves system is designed to be customized to fit almost any measurements. However, our components are pre-cut into certain lengths at the factory. While we do not typically cut our components to your exact specifications, there is no limit to the number of ways you can configure Smart Shelves to meet your needs.

4. How strong are Smart Shelves?
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We have tested Smart Shelves® in numerous configurations. At their weakest point, Smart Shelves have the capacity to hold up to 70 lbs. per 36" shelf space. Our patented design means that our product maintains its strength, integrity and shape over time. Entire libraries of heavy law and medical books have been successfully stored on our shelves.

Although it is rare that a shelf will break, Smart Shelves do come with a lifetime warranty in which we will replace the broken component free of charge.

5. What are the dimensions of Smart Shelves?
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The Smart Shelves shelving system contains 30 components of various lengths, depths, and shapes.

Our components are generally pre-cut into 1', 1 ½', 2', 2 ½', and 3' foot lengths. Between these board combinations, the widest or tallest space that we can create between vertical supports is 23-3/8". The smallest space we can make is 5 5/8." In between these spaces we can also create a 11-3/8" and a 17-3/8" space. Inherent in every design, there will be some 11-3/8" spaces for structural support. Click here to view a unit showcasing all of the shelf spaces available with Smart Shelves.

Each component has slots that are pre-cut into the component at certain intervals. These slots slide together for a secure fit - without the use of tools or hardware. The units connect vertically or horizontally with dowels. You create the shelving you need by arranging the components in the way that works best for you.

Our standard linear component shelf depth is 9.5", but we also have specialty linear components available in the following depths:


6. How do I put Smart Shelves together? Is there a video I can watch to see how it's done?
| back to top
Our components are pre-cut into 1', 1½', 2', 2½', and 3' foot lengths. Each component has slots that are pre-cut into the component at certain intervals. These slots slide together for a secure fit - without the use of tools or hardware (see assembly video). The units connect vertically or horizontally with dowels (see image below, or view the reconfiguration video for an example). You create the shelving you need by arranging the components to configure them in the way that works best for you. Reconfiguring Smart Shelves

You can also add tops, bottoms, and sides if you want them. If you need to curve a bookcase as it meets the corner of a room or want a round or square table, then look at our other specialty components - the contour, the round, and the square components. If you need a deeper shelf space than our standard 9.5" component depth, then consider our arc components, our 19" deep components, and our 24" deep components.

The beauty of our system is that you buy only what you need at the time you purchase, and you can easily add to your unit over time as needed.

7. How do I design my own Smart Shelves?
| back to top
Virtually all of our products can be further configured to your needs. You may:

  • Purchase one of our popular pre-packaged Smart Shelves units featured on our website.
  • Have one of our designers create a unit for you. To start working with a designer, just give us a call at 888-GO-SMART (888-467-6278).


8. Can I hang Smart Shelves on a wall?
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If you are interested in mounting a Smart Shelves unit, we recommend that you find a qualified professional in your area who can help you, such as a handyman or carpenter. This professional should be able to help you determine the best hardware for your wall type, size of unit, and weight of items you intend to place on the unit.

The brackets that Smart Furniture sells are intended for bracing floor-standing units over 6 feet tall or mounting individual components only.