Frequently Asked Questions
Select a topic below for answers to our most commonly asked questions. If you would like further assistance, please contact us via phone, chat or email.
CUSTOMER SERVICE
How do I contact Customer Service?
Customer Service: 832-358-8899
Email: customerservice@belfurniture.com
Office Hours:
Monday - Friday: 9:00 am - 5:00 pm
Saturday: 9:00 am - 5:00 pm
Sunday: Closed
Store Hours: please check here
WARRANTY
What is Bel's warranty policy for furniture?
Bel Furniture is proud to offer a product warranty of 1 year from date of pick up/delivery for any workmanship or manufacturing defects on qualifying merchandise. The Bel Furniture warranty does not apply to any clearance, floor sample, or accessories which are sold “AS IS”. Warranty does not cover normal wear and tear, loss of color on fabric/leather, or abuse/intentionally damaged merchandise. Defects reported within 6 months of delivery or pick up that can not be repaired will be exchanged as long as there are no signs of abuse or intentional damage. If the same merchandise is not available a re-selection will be authorized of equal or greater value with credit of 100% of the defective merchandise purchase price. This does not include delivery fees. Merchandise reported defective 6 months and 1 day after original delivery or pick up date that can not be repaired or exchanged will have a depreciated credit applied for re-selection. Depreciation will be calculated at 5% per day after 6 months and 1 day.
What is Bel's warranty policy for mattress?
Mattersses are covered under the manufacturer's warranty and are subject to their discretion. However, Bel Furniture will assist you in filing your claim. Please note that the mattress manufacturer's warranty does NOT cover the cost of inspection. A service fee of $69.99** must be paid to schedule an inspection. If your mattress is deemed defective by the manufacturer, there will be a delivery/exchange fee of $69.99**.
Please be aware that any mattress that is soiled, dirty, or has bodily fluid stains of any kind will void the warranty. Only mattresses that are sold as a set with either a power base or foundation will qualify for warranty.
Service and delivery fees apply within a 50-mile radius of our store locations.
Does Bel offer extended warranty options?
Nearly every item sold by Bel Furniture is covered by a 1-year manufacturer's warranty against defects in material and workmanship from the delivery or customer pick-up date. However, this warranty does not apply to clearance items, floor samples, or accessories, which are sold on an "AS IS" basis. It also does not cover normal wear and tear or color fastness on any upholstery fabrics and leather merchandise.
Extended warranties are available for most mattresses, and the claims process for these warranties may vary by brand. Bel Furniture is happy to assist you with this process upon request. Please note that any mattress with stains will void the warranty.
Bel Furniture also offers a 5-year protection program through Guardian Protection Products, Inc., which covers accidental staining or damage occurrences. For more detail about this option, please visit this link https://belfurniture.com/pages/warranty
It's important to note that purchasing Guardian Protection does not affect the 12-month manufacturer's warranty offered by Bel Furniture. Customers must notify Guardian within 30 days of any accidental occurrence through their online portal at https://www.gppclaims.com/contact/.
Additionally, specific warranty coverages for the plan you purchase may apply.
Does Bel offer in-home warranty service?
Yes, our Bel Furniture delivery service includes in-home warranty service for 6 months at no charge. Merchandise that was delivered to your home more than 6 months ago or was picked up will be subject to the following fees:
In-home service: $99.99**
Pick up for service and return: $149.99**
What should I do if my furniture requires servicing or repairs?
Items under warranty will be repaired or replaced at Bel Furniture's discretion, but only within the 12-month warranty period. The warranty will be void if the merchandise has been abused or relocated from its original invoice address at the time of purchase.
In-home service under the warranty is available for a 6-month period. Any in-home service beyond this period will incur a $99.99 service fee for the technician's home visit. Customers have the option to bring their merchandise to the BEL Furniture Distribution Center (Service Center) for inspection and repair after the initial 6-month period to avoid the $99.99 in-home service fee. However, prior approval from customer service is required, and an appointment must be scheduled to receive the merchandise back at the service center. Service for any merchandise will only be offered to customers within the 12-month limited warranty period. If an item is relocated from its original invoice address at the time of purchase, Bel Furniture reserves the right to refuse service.
Transportation fees for the inspection or repair of furniture under the BEL warranty are not covered in the warranty agreement and are the responsibility of the customer.
If any item under the 12-month warranty period cannot be repaired in-home during your scheduled service call, Bel Furniture may bring the item back to our distribution center for further repairs as a courtesy, provided it can fit into our customer service vehicle. Otherwise, a transportation fee of $99.00 will apply for the return, and $149.00 for pick up and return.
Customers are responsible for arranging transportation of any repaired or serviced item to and from our distribution center
Does Bel offer delivery for services, and what are the fees?
Upon request, Bel Furniture offers a delivery option for service-related items that may need to be picked up or dropped off to and from your location. To make a payment for this service, please visit the store for details.
Service Call Fee for service issues beyond the BEL 12-month merchandise guarantee: $99
Delivery Fee for pick-up and drop-off of merchandise (service-related) within 50 miles of our distribution center: $149
How long does it take for onsite repairs to be completed?
Most repairs are typically completed within 7-10 business days at the Bel Furniture distribution center located at 28450 West Ten Blvd. (Commerce Parkway), Katy, TX 77494.
In instances where Bel Furniture determines that an item covered by our 12-month warranty cannot be repaired or replaced, we will provide full credit for the defective item in the form of in-store credit only, allowing for reselection.
RETURN/REFUND/EXCHANGE
Can I cancel my order?
You, as a Bel Furniture customer, have a 72-hour grace period from the date of purchase to cancel your order for a full refund, provided that the merchandise has not been picked up or delivered. Any cancellation requested after the 72-hour grace period will incur a cancellation fee equal to 25% of the merchandise value.
How do returns, refunds, and exchanges work?
If merchandise has been picked up or delivered, Bel Furniture offers a 3-Day Satisfaction Guarantee. Within 3 days of delivery or pick-up, if you decide not to keep the furniture for any reason, we will gladly offer re-selection towards anything of equal or greater value without any restocking fees. If you choose to cancel your invoice without utilizing the reselection offer, a cancellation fee of 25% of the merchandise value will be applied, and there will be no refund of the original delivery fee. All we ask is that the merchandise is returned without any damages to our warehouse, or you may opt to pay an additional delivery fee for us to pick it up. The agreed-upon refund amount will be processed and may take 10-14 business days from the agreed-upon date to conclude.
Please be aware that some items, such as mattresses, mattress pads, clearance items, floor models, and special orders such as Ashley, Coaster, and Homeroots are excluded from this policy and cannot be returned or exchanged.
It's important to note that the original delivery fee will not be refunded.
PRICING
What is Bel’s 180 Day Price Guarantee?
We take pride in offering our customers the longest Low Price Guarantee in the furniture industry. At Bel, we are committed to providing the best prices on quality home furniture. If, within 180 days from the date of purchase shown on your receipt, you find a lower price, we will match the advertised price of any in-stock item we carry. Simply bring in the current, printed advertisement of the same item from any competitor (excluding internet specials), and we will gladly credit your account with the price difference in the form of in-store credit only. Please note that the in-store credit balance is valid for use within 30 days from the date it is issued. Please be aware that internet or website specials and sale events on the website may not be covered by the 180-Day Price Guarantee, whether from Bel Furniture or another internet retailer. Additionally, internet or website specials, events, and clearance merchandise are not eligible for in-store purchases
What is Bel’s 3 Day Satisfaction Guarantee?
We appreciate your purchase and value your satisfaction. We understand that it can be challenging to envision how furniture will fit into your home until it's actually placed in the space. To address this concern, we offer every customer a 3-DAY SATISFACTION GUARANTEE. If, within 3 days of delivery or pick up, you decide not to keep the furniture for any reason, we will gladly offer re-selection towards anything of equal or greater value without any restocking fees. All we ask is that the merchandise is returned without any damages to our warehouse, or you may opt to pay an additional delivery fee if you would like us to pick it up. However, please be aware that some items, such as mattresses, mattress pads, clearance items, floor models, special orders including Ashley items, and rugs, are excluded from this policy and cannot be returned or exchanged.
Please note that the original delivery fee will not be refunded.
Are there any requirements to Bel's 180 Day Sleep Comfort Guarantee?
Our 180-Day Sleep Comfort Guarantee is exclusive to BEL Mattress Company, a division of BEL Furniture. This guarantee sets the longest time frame offered in the mattress industry, and we take pride in providing this benefit to our BEL customers in collaboration with our bedding manufacturers. Below are the details of how this sleep comfort guarantee works and the customer requirements to take advantage of it:
- Only premium mattress sets qualify. See store for details.
- All initial sales must be made as a 2Pc Twin, Full, or Queen Set, and for King size, it must be a 3Pc Set.
- Customers must keep the mattress for a minimum of 30 days from the original delivery date, which is the accepted adjustment period for a new mattress.
- The mattress can only be exchanged once within the 180-day period (from the date of delivery) for a mattress model of equal or greater value. If the selected mattress is of greater value, the price difference must be paid.
- To qualify for an exchange, the mattress must be free from any stains, soiling, tears, burns, odors, or any obvious signs of abuse. Therefore, it is a strict requirement that customers purchase a premium mattress protector at the time of the original mattress purchase from BEL Furniture's mattress department.
The exchange must be facilitated on a BEL Furniture delivery truck, and customers must pay the $149.99 delivery fee. No pick-up of merchandise is allowed from either a store location or the BEL Furniture Distribution Center for a mattress exchange.
Reselections on clearance items, floor samples, mattress foundations, adjustable power bases, soiled or misused items, special orders, or size swaps are excluded from the guarantee.
Bel Furniture reserves the right to update this policy when needed and without notification.
What are the promotion prices?
Our sale/promotion campaigns are available for a limited time. Please carefully review the valid period of the promotion listed on the leaflet or our website. Prices listed in the brochure or leaflet showcasing our discounts are applicable only during the promotion's duration. Once the promotion concludes, prices will revert to their standard rates. Please be aware that additional percentage discounts from promotional campaigns will not be applied to items already discounted in the leaflet.
DELIVERY
Can I choose between picking up my merchandise or having Bel Furniture deliver it? If I choose delivery, how much does it cost?
Excluding some items available for online sale only, you have the choice to pick up your merchandise at our store or opt for Bel Furniture delivery. If your order value or merchandise meets the requirements for free delivery, you'll receive complimentary shipping. However, if your items or total order value do not qualify for free delivery, a delivery fee will be charged. For further information on delivery fee, please check here
Can Bel Furniture deliver my package unopened?
We strive to provide our customers with fast, courteous, and professional delivery. If merchandise needs to remain in the original packaging, please notify us at the time of purchase.
Note: If the customer places a request to deliver merchandise unopened and in the original packaging, some assembly may be required by the customer.
What are the delivery timeframes?
Due to the high volume of deliveries, we cannot guarantee any delivery timeframes. Our delivery personnel will contact you on the morning of your delivery to provide an estimated window of approximately 3-4 hours. However, please be aware that unforeseen circumstances such as traffic and weather conditions may lead to delays. Deliveries are scheduled between 9 a.m. and 11 p.m.
What should I do if I need to reschedule a delivery?
To reschedule your order's delivery or inform us of any changes to the delivery address, please reach out to our delivery department via email at delivery@belfurniture.com or give us a call directly at 832-358-8899, Ext. 106 & 108.
Please note that if a customer opts to cancel the delivery within 48 hours of the scheduled delivery date printed on the receipt, a re-delivery fee of $149.99 will be applicable.
EXTENDED PROTECTION PLAN
What does the extended protection plan cover?
At Bel Furniture, we understand that customers want to protect their furniture investment and maintain the beautiful appearance of their new furniture for as long as possible. That's why we offer Bel Furniture Protection Plans and advanced Furniture Care Products to ensure your peace of mind for years to come. Additionally, we provide a 5-year protection program through Guardian Protection Products, Inc., covering any accidental staining or damage occurrence.
It's important to note that the purchase of Guardian Protection does not interfere with the Bel Furniture 12-month manufacturer warranty. Customers must notify Guardian within 30 days of any accidental occurrence through their online portal at https://www.gppclaims.com/contact/.
Moreover, there are specific warranty coverages for the plan you may purchase:
Fabric:
- Accidental stains caused by food or beverages, mold and mildew stains from spills, and bodily fluid stains.
- Accidental stains from grass, grease, ink, nail polish, cosmetics, crayon, and shoe polish.
- Accidental rips, cuts, punctures, or burns from a single relatable occurrence.
Leather/Vinyl:
- Same coverage as fabric for accidental stains.
- Accidental stains from grass, grease, ink, nail polish, cosmetics, crayon, and shoe polish.
Wood & Hard Surfaces:
- Same coverage as fabric for accidental stains.
- Breakage of wood frame or structure, gouges, heat marks, or liquid rings from a single incident.
- Accidental breakage of glass or mirror components (excluding crowned or curved glass).
How long is my product covered by the protection plan?
The duration of coverage provided by the Guardian Protection Plan depends on the type of product you have purchased. Indoor or outdoor furniture is covered for 5 years, while rugs or adjustable bases are covered for 1 year. For more detailed information about the Guardian protection plan, please visit the following link: https://belfurniture.com/pages/protection-plan
