Customer Care

Frequently Asked Questions

• We will win your loyalty with world-class customer service.
• Low-price guarantee
• No-hassle 365-day return policy
• Tax-free shopping
• More reasons to Shop Smart

• What are my payment options?
• What are your standard shipping rates?
• How will my order ship?
• How will I know when my order actually ships and when it will arrive?
• Do you offer expedited shipping and handling?
• Are there any other extra fees with delivery and/or assembly of my order?
• Can you ship an order to multiple addresses?
• Can you ship internationally?
• How much is it to ship your products to Canada?

• What do I do if part of my order is missing or was damaged during transit?
• Do you have a warranty on your Signature Smart Shelves® products?

• What are Smart Shelves?
• Are all Signature Line products compatible with each other?
• Can I get Smart Shelves cut to my exact measurements?
• How strong are Smart Shelves?
• What are the dimensions of Smart Shelves?
• How do I put Smart Shelves together? Is there a video I can watch to see how it's done?
• How do I design my own Smart Shelves?
• Can I hang Smart Shelves on a wall?

• How do you protect my privacy?
• What else should I know about while shopping at Smart Furniture?

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, you will see a link beside the item's price called Low Price Guarantee. If you've seen a better price (including applicable shipping costs) from another authorized retailer for the same product, you can click on the link 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 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. No-hassle 365-day return policy. | back to top
Hey, we buy stuff online too. We know that sometimes you get excited and buy something -- then get it and it is not what you want, you like something better, or you just change your mind. When you buy something online and it turns out to be something you don't want, the worst thing that can happen is that you get stuck with it. We can't stand it when this happens. So, being true to our customer service golden rule, here is us putting our money where our mouth is:

When you buy from SmartFurniture.com, if you are not 100% satisfied with your purchase, we will be happy to accept a return for a full refund for up to 365 days from your date of purchase -- we will even pay the cost of shipping the product back to us if you return the product within 30 days after it is delivered.*

*There are no hidden fees or gimmicks, but there are some reasonable exceptions to this policy:

There are no return shipping fees if you return your purchase within 30 days. All we ask is that you send the items back to us in the original packaging, and make sure that the merchandise is in the same new condition (that's new, not mostly new--see Special Note to Party Poopers below for details). PLEASE NOTE: If you requested white glove delivery and you have doubts, please hold on to the packaging. Orders not returned in the original packaging are subject to a restocking fee.

Products shipped outside the contiguous United States, special order item(s) totaling over $1500, all parts, all Knoll products that are not in stock, and products used for tradeshow purposes are not covered by our standard 365-Day return policy. For these items we will either charge a restocking fee which will be deducted from your refund or in the case of parts, returns will not be allowed.

Have a Return or Questions? If you have a return or questions about our policies, please call us toll free at 1-888-762-7841 or email us at customerservice@smartfurniture.com. After you contact us, we will provide you with some instructions and arrange for you to return the product to us. Once your return is received and inspected by our warehouse staff (usually within 72 hours of receipt), we will process your refund and credit your credit card within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

Special Note to Party Poopers: If you are one of those people (Let's call you "Party Poopers") who go around working some angle to get something for free or enjoy ripping people off, we respectfully request that you leave our site now and go somewhere else (call us if you would like some suggestions). We are not a big corporate monster--we are real people who care about our customers and try to do the right thing. We do not want you (the Party Poopers) to ruin this for our awesome customers. If you are wondering if you are a Party Pooper, here is a little test. When you read this policy, do you think, "Hmm, I could order all these tables and chairs for my wedding next month, keep the packaging, and return them when the wedding is over and get my money back." If your mind is capable of this thought, this note is for you because you are a Party Pooper. If you know someone who is a Party Pooper, shame them every chance you get, do it publicly if you can. Party Poopers are the reason there are so many lawyers and why sweepstakes and contests have 20 pages of rules. Shame on you Party Poopers!

Bottom Line: We hope you are laughing if you are still reading, but we want you to know that we are serious about this policy. We want you to be happy with what you purchase from us. If you are not, we want to make it easy for you to get what you want or get your money back. Why? Because that is how we would want things to work if we were in your shoes.

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 North Carolina and Tennessee, the state where we're incorporated in -- so we 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.

• 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.
• Google Checkout: If you use Google Checkout for payment your credit card may or may not be charged when your order ships. These authorizations expire in 7 days so your payment will be captured either when your order ships or in 7 days, whichever happens first.