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Frequently Asked Questions

Please scroll down for answers to these questions and related store policies.  For freight shipment policies and delivery questions, please view our Freight Shipping Policy page. For details of our return policy, please go to return policy.

Store and Return Policy Questions
01. What is your return policy? I would like to return my item(s).
02. Is there a warranty on your products? What happens if my furniture rips or breaks?
03. I just received my furniture and it is damaged / defective. What do I need to do?
04. I received the wrong item or I received a different color from what I ordered. How can this be fixed?
05. I know my order shipped, but I have not received my product - is it lost?
06. I refused delivery of my shipment. What happens next?
07. What happens if I bought something that is out of stock, on backorder?
08. When will I be charged for my purchase?
09. Do you have a store in my area where I can see this item?

Item-Specific Questions
10. Can I get this item in a different color? Do you have this sectional in a different configuration? How long do custom orders take?
11. Can I get just a single home theater seat? I don't want 2 or more in a row, or I don't have room.
12. Can I have this home theater set configured so there is a loveseat and/or removable armrest?
13. Can I remove or add pieces to the Matinee or Sundance 7-piece home theater set?
14. Do you have any discounts for this item if I purchase more than one or two?
15. I found this item for a lower price somewhere else. Do you price match?

Shipping Questions
16. Do you ship internationally? Do you ship to Alaska or Hawaii?
17. When will my item ship? How long does delivery take? Are there any extra charges or fees for delivery to my area? What is curbside delivery - can I have my item delivered inside my home?



1)   What is your return policy?  I would like to return my item(s).

 All items come with a 30 day return policy.  If you would like to return your item(s), please contact us (sales@interiorexpress.com) and provide your order number.  For all item returns/order cancellations, you will be subject to a 30% cancellation fee (this covers the item's open-box status as well as handing charges for completing your shipment and return).  In addition, you are responsible for all shipping fees that have incurred for both the outbound and inbound transits.  Freight and shipping fee bills are available once all transits and deliveries have been completed. You will be responsible to return shipment yourself. When you are shipping the item(s) back on your own, only the outbound shipping fees will be deducted from your total price paid for your refund.

Please do not send your product(s) back without first informing Interior Express of your intentions to do so. Interior Express cannot open a file for your return and issue a refund unless we have been alerted. A return authorization number will be provided by Interior Express once you have contacted us. If a product is received at our warehouse past our 30-day return period, Interior Express store credit less the 30% cancellation fee and all related shipping fees will be issued.

A refused shipment/delivery with no damage notes on the proof of delivery form constitutes a canceled order.  The 30% cancellation fee and all shipping charges incurred will be deductions taken from your refund.

During free shipping promotional periods, though shipping fees do not apply for you when purchasing, Interior Express is still paying the carrier to handle your shipment and deliver your products.  These shipping fees reflect a non-refundable service.  Shipping fees apply for all these purchases, if being returned.

Please keep the original packaging for items being returned or being claimed to have damages or defects.  Interior Express is not able to provide additional packaging materials for return shipments, neither in the form of physical packing materials nor in the form of an allowance for purchase of additional packing.  Although we recognize significant shipping damage can render packaging unusable, we are sorry to say we also cannot provide replacement packaging or related compensation in this situation.

All replacements and refunds will be processed after the returned item arrives at our warehouse with original packaging in good and resalable condition. Any damage in transit return, damage item deductions will be taken from your refund and you need to file a claim with the carrier for a reimbursement. Interior Express will not be responsible to file any claim for any damage return.

2)   Is there a warranty on your products?  What happens if my furniture rips or breaks?

With purchase of any Interior Express product, you will receive basic protection against manufacturer defects and shipping damage.  Should you receive a damaged or defective item, please follow the steps below shown in FAQ #3.  You will need to notify us of any problems whatsoever with your order within 7 days from your delivery date, as shown on your tracking information.  Any products needing to be returned to our warehouse for any reason (damage, defect, order cancellation), are required to be delivered to our warehouse within 30 days from your delivery date.  Interior Express nor our product manufacturers provide a resolution to any claims made past the 7 day / 30 day periods described herein.

Interior Express does not offer any furniture or leather protection plans as add-ons to a purchase for an additional fee.  Problems occurring over time are considered to be wear from your own use, which is something Interior Express cannot be held liable for.  After 30 days since delivery of your order to you or your delivery address, Interior Express will not cover or otherwise provide compensation for any damages or defects to your product.  After 7 days since delivery, all products exist as-is and any warranty of merchantability is forfeit.

If you experience problems after 7 days from delivery as shown by your tracking information, parts, if available, may be purchased for a fee.  For any other issues, please consult a furniture or leather repair firm local to your area.



3)   I just received my furniture and it is damaged / defective.  What do I need to do?

Interior Express will cover all fees associated with your damaged or defective item as long as we are notified of the issue within 7 days of your delivery date AND as long as your item is returned to our warehouse within 30 days of your delivery date (if, in fact, we are requesting your product or a portion of it to be returned).

1)   Freight shipment damage (Roadrunner Transportation Services or Home Direct USA):

a.    When you receive your shipment, please inspect the condition of the packaging.  If you notice any damages, please write down specifics on the sort of damage you see on the boxes when you are signing for the shipment.  If the damage is severe, please refuse the shipment (or refuse only the damaged pieces, if a multiple piece shipment) and contact Interior Express (sales@interiorexpress.com / 1.800.554.3504) within 7 days of your delivery date for a replacement.  Interior Express will not be aware of any notations you made on your proof of delivery form(s) unless you contact us directly.  If you happen to notate shipping damage on your forms when accepting delivery but do not let us at Interior Express know of that fact, we will be unable to assist you if it has been more than 30 days since your delivery.  We very strictly do not take returns of any type past 30 days.  It is your responsibility to make sure we are aware of any problems with your shipment or product.

b.   If nothing is amiss upon signing for the packages and receiving the shipment but you notice damage or defects on your item after it has been unpackaged, please take photos of any damage, areas where parts are missing, etc. and email the photos with your order number and a brief description of the issues to sales@interiorexpress.com.  We will open a case for you and reply back through email with troubleshooting advice and/or options for a resolution.  Please ensure you contact us within 7 days of your delivery date to be eligible for a resolution to your claim.

2)   Small package shipment damage (FedEx):

a.    Please take photos of any damage (including the box, if applicable) and of areas where parts are missing, etc.  You may email the photos with your order number and a brief description of the issues to sales@interiorexpress.com.  We will open a case for you and reply back through email with troubleshooting advice and/or options for a resolution.  Please ensure you contact us within 7 days of your delivery date to be eligible for a resolution to your claim.

Any items needing to be returned to our warehouse due to damages or defects must be received by our warehouse no later than 30 days after your delivery date.  Please do not send your product(s) back without first informing us of your intentions to do so.  We cannot open a file for your return and issue a replacement if we do not know to expect the return.

If you received a damaged or defective product but would like to return and cancel your order rather than allow us to replace your product or otherwise provide compensation for the issue, this will follow our standard return and cancellation policy (please see FAQ #1).  You will be charged a 30% cancellation and handling fee as well all shipping fees that have incurred.

Please keep the original packaging for items being claimed or returned.  Interior Express is not able to provide additional packaging materials for return shipments, neither in the form of physical packing materials nor in the form of an allowance for purchase of additional packing.

All replacements and refunds will be processed after the returned item arrives at our warehouse and an inspection is completed. 



4)      I received the wrong item or I received the wrong color from what I ordered.  How can this be fixed?

Interior Express will cover all fees associated with your incorrectly shipped item as long as we are notified of the issue within 7 days of your delivery date AND as long as your item is returned to our warehouse within 30 days of your delivery date.  You may also keep the incorrect item at a discounted price (the exact amount must be approved by Interior Express and is at Interior Express's sole discretion).

Please contact us (sales@interiorexpress.com / 1.800.554.3504) within 7 days of your delivery date to inform us of the issue.  Be prepared to tell us the item information shown on the package as well as the exact contents of that package.  Please do not send your product(s) back without first informing us of your intentions to do so.  We cannot open a file for your return and issue a replacement or refund unless we know to expect the return.

If you received an incorrect item or color but would like to return and cancel your order rather than allow us to replace your product or otherwise provide compensation for the issue, this will follow our standard return and cancellation policy (please see FAQ #1).  You will be charged a 30% cancellation and handling fee as well all shipping fees that have incurred.  We highly recommend opening all boxes before sending any item back for a wrong item/wrong color claim.  If we receive a returned product that is identical to what is on your order, you will be charged for either the shipping fees for a second shipment to be sent to you or for the 30% cancellation fee and all incurred shipping fees.

Please keep the original packaging for items being claimed or returned.  Interior Express is not able to provide additional packaging materials for return shipments, neither in the form of physical packing materials nor in the form of an allowance for purchase of additional packing.

All replacements will be processed after the returned item arrives at our warehouse and an inspection is completed. 



5)      I know my order shipped, but I have not received my product – is it lost? 

On some rare occasions, carriers will misplace packages after we have shipped the items with them.  If your delivery is taking longer than we’ve advertised, please contact us (sales@interiorexpress.com / 1.800.554.3504) with your order number.  If our representatives acknowledge your shipment is with the carrier but is taking an excessive period of time to be delivered, we will contact the carrier on your behalf.  Please allow up to 4 business days for a trace or dock search to be completed.  If the carrier is able to locate your shipment/missing packages, they will be delivered directly to you.  If the package(s) cannot be located and the carrier has confirmed this in writing with Interior Express, we will ship a replacement product, to be identical to the item or piece confirmed missing and not able to be located.

If you received an incorrect item or color but would like to return and cancel your order rather than allow us to replace your product or otherwise provide compensation for the issue, this will follow our standard return and cancellation policy (please see FAQ #1).  You will be charged a 30% cancellation and handling fee as well all shipping fees that have incurred.



6)      I refused delivery of my shipment.  What happens next?

If you refused delivery of an item shipped with a freight carrier and noted damage to the packaging on the proof of delivery form / paperwork, Interior Express will need to confirm this before we will issue you a replacement product.

If damage notations are not present on the proof of delivery form and you would still like the item(s) delivered, a re-delivery fee and/or additional shipping fees will apply.  Contact Interior Express for more details.

For a delivery refusal with an order cancellation, you will be subject to a 30% cancellation fee (this covers the item's open-box status as well as handing charges for completing your shipment and return).  In addition, you are responsible for all shipping fees that have incurred for both the outbound and inbound transits.  Freight and shipping fee bills are available once all transits and deliveries have been completed.  You can either arrange for the return shipment yourself or we can provide you with return shipping arrangements.  If you are shipping the item(s) back on your own (i.e. not utilizing a return label or freight shipment issued by Interior Express), only the outbound shipping fees will be deducted from your total price paid for your refund.



7)      What happens if I bought something that is out of stock, on backorder?

You will be notified through email if you’ve purchased a backordered item.  In most cases, items that are not currently in stock at our warehouse will have an estimated restock timeframe.  You will have the following options:

1) Wait for the next shipment to arrive.  After our warehouse receives the new shipment, please allow us 3-8 business days to unload the container, register your shipment, pack your order, and for carrier pickup.

2) Switch to an in-stock item or switch the item color.  Let us know if there is a product you would like to switch to and we will check its current stock status and pricing difference, if any.

3) Cancel your order.  We will issue you a full refund as long as your product has not shipped.  A shipped order is determined solely by the existence of active tracking information.  If your order has indeed shipped with tracking number evidence, we cannot cancel your order for a full refund.  In this case, refer to FAQ #1.  Our 30% cancellation and handling fee will apply as well as all shipping fees incurred.

We cannot offer a discounted price if your order is kept for the product initially purchased.  We also cannot honor a discounted price on a higher priced in-stock item should you wish to switch items.  Pricing is non-negotiable.  Additionally, please be aware that we will only be able to reserve items (in stock, backordered, custom, or out of stock) for orders with complete payments.  If you receive a refund, the item(s) will no longer be reserved for you.



8)      When will I be charged for my purchase?

Once you submit your order online or through the phone, your credit card will be automatically charged, regardless of stock status.  Our customer service representatives will notify you through email if an item you’ve purchased is backordered. If you do not wish to wait for stock to be replenished, don’t worry – let us know if you would like to cancel or switch your item (refer to FAQ #6).  Please be aware that we will only be able to reserve the inventory for orders with complete payments.  If you receive a refund, the item(s) will no longer be reserved for you and you will need to re-order.



9)      Do you have a store in my area where I can see this item?

Interior Express is an online retailer, and we do not operate brick and mortar stores.  We have one warehouse from which all our products ship, located in the Chicago suburbs.  Our warehouse contains a liquidation outlet (www.interiorexpressoutlet.com) and is open to the public 7 days/week.  If you are in the Chicago area or would like to visit our Bensenville, IL location, we would be more than happy to show you any of our currently in stock items.  However, please note we do not ship items available only at our warehouse outlet.  Our brick and mortar warehouse outlet does not accept returns.

If you are unable to visit us, we offer free fabric and leather swatch samples for our customers needing more of a hands-on experience before making a decision about a purchase.  Swatch samples are available for most products, but not all.



10)      Can I get this item in a different color? Do you have this sectional in a different configuration? How long do custom orders take?

In most cases, if a product is available in more than one color, it will be shown on our website.  If you are unsure, please contact us (sales@interiorexpress.com / 1.800.554.3504) with the item number to verify.  Regularly stocked items are not customizable with a different fabric or configuration unless you purchase the item in a very large bulk quantity.  This is because Interior Express is a direct importer - all products are shipped to our warehouse directly from their manufacturers.

You will know when an item is customizable just by looking at the options on the product page.  If there is a drop-down menu offering different fabric or leather types and colors, this is indeed a customizable item.  The downtime required will also be stated on the product page.  All custom orders require an estimated 8-12 week timeframe for ordering, manufacturing, and delivery to our warehouse from the manufacturer.  Once our warehouse has received the finished product, please allow additional time for unloading, processing, shipment registration, packing, and carrier pickup.  Also please allow additional time for transit from our warehouse to your address.

Free swatch samples of all custom leather and all custom fabric selections are available for mailing.  You may select up to 5 choices for free delivery with USPS.  FedEx express 2-day swatch shipments are available for a fee.



11)   Can I get just a single home theater seat? I don’t want 2 or more in a row, or I don’t have room.

No, sorry, you must purchase our home theater seats in a minimum row of two.  We do not have single freestanding chairs available.  If you were to purchase a single home theater recliner, one of its ends would be unfinished and have connecting brackets bolted on. 



12)   Can I have this home theater set configured so there is a loveseat and/or removable armrest?

No, this is not a possibility.  The armrests on our home theater seats contain the lever/cable you will pull to activate the reclining mechanism.  Vital parts of this mechanism run through the armrests.  Plus, the armrests are fully attached to the seat bases.  We do not have loveseat options on any of our seats with the exception of the non-reclining center seats of the Matinee and Sundance 7-piece sectionals.



13)   I want to add or remove pieces on your Matinee or Sundance 7-piece home theater sets.  What is the pricing?

Sorry, we do not offer this option.  These sets are available only with 7 pieces as advertised. 



14) Do you have any discounts for this item if I purchase more than one or two?

Bulk pricing is at the sole discretion of Interior Express.  If we consider your order to be a bulk purchase, we will ask you for the item number(s), quantity, shipping zip code, and your contact information.  Please allow 1-3 business days for a representative to contact you with an overall price quote for the order.



15) I found this item for a lower price somewhere else.  Do you price match?

We may or may not be able to match or beat a competitor's price.  Please email us (sales@interiorexpress.com) a link to an internet furniture retailer's offer on a product identical to ours for consideration.  We are sorry, but we cannot match or beat prices of brick and mortar furniture stores due to the fact that these prices are intended for a local purchase and pick up whereas Interior Express is solely an internet retailer.  We cannot guarantee a price match even when our competitor is also an internet retailer and reserve the right to price our products as we see fit.



16)   Do you ship internationally? Do you ship to Alaska or Hawaii?

No, we are sorry, but Interior Express ships only within the 48 contiguous states within the United States of America.   

If you are outside of the 48 states, you are welcome to ship to an address within the 48 contiguous states and make your own shipping arrangements from that point forward.  However, if you do make your own shipping arrangements in this manner and receive a damaged or defective product, Interior Express cannot and will not be held liable.  Because a carrier we do not work with has been a part of your shipment, this fact voids all Interior Express store and return policies.  You will not be eligible for compensation, replacements, or any related resolutions whatsoever at any point in time.  If a shipment or part of a shipment is lost in transit, we must have written confirmation from one of our carriers with whom we directly shipped.  Any lost packages claims with a carrier you have chosen to work with are not covered by Interior Express.  Interior Express will not replace items lost by your chosen carrier.

If you ship your item on your own internationally and receive an incorrect item or are missing parts, you are responsible for all return international shipping and customs fees for all transits.  We can only ship parts or replacements within the 48 contiguous states, to the address we delivered your order to.


If you ship your item on your own internationally and are displeased with the item overall and would like to return your purchase, you may do so within all return policy time frames and guidelines outlined in FAQ #1.  However, you must arrange and pay for all international shipping fees, customs fees, and any other shipment charges in addition to United States domestic shipping fees (i.e. all shipping fees incurred for all transits, inbound and outbound).  As stated in FAQ #1, there is a 30% cancellation and handling fee, applicable also in this situation.

All in all, Interior Express cannot and will not be held responsible for any international, customs, or related fees for any situation.



17) When will my item ship? How long does delivery take? Are there any extra charges or fees for delivery to my area?  What is curbside delivery - can I have my item delivered inside my home?

Please refer to our FREIGHT SHIPPING POLICY for all details regarding all freight shipment- and delivery-specific questions.  This policy is linked from every page of an item that will ship as freight.

Small package items, if in stock, require an order processing time of 2-3 business days, which is followed by transit with the carrier of approximately 5-10 business days.


Inaccuracy Disclaimer

From time to time there may be information on our Web Site that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability. Actual products may differ in color related (but not limited) to: lighting conditions, monitor settings and specifications, brands, dye lots, and variations related to the natural occurrence of a material (wood grain, leather grain, marble). InteriorExpress reserves the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order).


Price Adjustments


Interior Express reserves the right to adjust pricing at any time.  This includes (but is not limited to) general price drops, promotional or sale pricing, and coupon codes.  Interior Express also reserves the right to cancel a purchase for reasons such as product discontinuations and pricing errors.  Should you request a price adjustment after your order has been submitted as well as after a price drop has occurred on the product purchased, it is at the sole discretion of Interior Express whether or not a price adjustment will be honored.  In addition, price adjustments related to price drops after your item has been shipped or delivered are not offered.