FAQ, Policies & Procedures, Cleaning & Care





1. What forms of payment do you accept?
Answer: For phone and online orders we accept the following methods of payment: Visa, MasterCard, American Express, Discover & PayPal. We also accept Checks and Money Orders. Mail your check or money order along with a detailed letter listing the items you would like to order and the shipping destination.

2. How long does it take to process an order?
Answer: All orders are processed and shipped within 1-3 business days. In the case that the product you selected is on backorder, you will receive immediate notification and be given the choice to either remain on backorder, substitute the backordered item for another item or cancel the order.

3. Can I modify my order after I have already placed it?
Answer: Yes! If you place an order online, via email, or over the phone you can contact Customer Care via phone or email to change the order if it has not alreeady shipped. Although we cannot remove items from an order that has already shipped. Kindly note that it will be two separate shipments on the same order receipt.

4. What shipping carrier do you use?
Answer: We offer free insured ground shipping on all orders within the continental United States via FedEx. We do not offer free ground shipping to Hawaii and Alaska since this method is not provided by our carriers. Although we do not ship internationally we do ship to Freight Forwarders.

5. Do you ship to P.O. Boxes or Hotels?
Answer: We do not ship to Hotels or P.O. Boxes. For special orders that must be sent to a Hotel or P.O. Box, please contact Customer Service Agents directly at 1.800.720.6364.

6. What is your return procedure?
Answer: Place the items you would like to return/exchange inside the original packaging. Please include a copy of your receipt along with a description of all problems you had with the packaged components. All returned items including upholstered items, must be securely packaged to protect against damage during shipment. *If your package arrives damaged please contact our Customer Service Representatives.

Fill out the Return/Exchange form available by clicking here or contact a Customer Service Representative. Once our Customer Service Representative approves the return/exchange a call tag will be issued via FedEx to retrievee the package. The items being returned must be properly packaged, accompanied by the original shipping label, RA, and ready for pick up.

Ship all returns using a traceable shipping method and a separate shipping box. DO NOT put any courier labels on the manufacturere's merchandise packaging. *We recommend saving the return package tracking number.

Once your returned item(s) are received by our warehouse and processed your refund should post to your account within 3-5 business days. Kindly note, due to return volume some refunds could take up to 10 business days to process.

7. May I return an item I purchased via Factory Outlet Store at an Ashley Furniture Store?
Answer: No. Unfortunately, if you purchase an item from company, you can only return the item(s) using the return procedure listed above and reflected within our return policy.

8. What if I never received my order?
Answer: If you do not receive your package despite the tracking information stating it was delivered, we recommend contacting FedEx immediately. If you should need any further assistance with delivery, please feel free to contact our Customer Service Representatives.

9. What if I received a wrong item?
Answer: If in a rar instance you should receive the wrong item from what you ordered, please contact Customer Service immediately.

10. What if my item/package arrived damaged? Answer: If your item(s) arrive damaged, please call our Customer Service Representatives immediately. *Please do not discard any packaging materials

11. How do I clean my product
Answer: For cleaning recommendations, please refer to our Product Cleaning & Care recommendations guide. You may also click here to access the Product Cleaning & Care recommendation guide.

12. What is the contact information for Customer Service?
Answer: You can contact Customer Service by using one of the methods listed below:

Toll Free Phone: 1-800-816-0810
Email: info@factoryoutletstore.com
Mail: FactoryOutletStore
575 Underhill Blvd (Unit 350)
Syosset, NY 11791



BILLING

  • METHOD OF PAYMENT: For phone and online orders we accept the following methods of payment: Visa: MasterCard: American Express, Discover & PayPal. We also accept Checks and Money Orders. Mail your check or money order along with a detailed letter listing the items you would like to order and the shipping destination.

  • PRICING: Except where noted otherwise, the list price or regular price displayed for products on our site represents the full retail USD price listed on the product itself, suggested by the manufacturer or supplier, or estimated in accordance with standard industry practice; or the estimated retail value for a comparably featured item offered elsewhere. For certain items that are offered as a bundle, the list price or regular price may represent "open-stock" prices, which means the aggregate of the manufacturers estimated or suggested retail price for each of the items included in the set.

  • SALES TX:: Ashely Factory Store charges sales tax for items being delivered to NY currently, however, this is subject to change. Please note tax calculations are based on state and county regulations based on the zip code of the shipping address and are subject to change.

  • SECURITY: Our website is not only designed to make your shopping experience easy, quick and enjoyable, but also secure. Protected by a 256-bit secure server certificate, none of our customers' information is released and is all confidential. We DO NOT sell any of our customers' information.



PROCESSING AN ORDER

All orders are processed and shipped within 1-3 business days. Only orders successfully processed by 4pm Eastern Standard Time are eligible for same-day shipment. In case the product you selected is on backorder, you will receive immediate notification and be given the choice to either remain on backorder, substitute the backordered item for another item or cancel the order. All orders go through an address verification system in order to protect our customers and the company against fraud. Therefore, we reserve the right to cancel any orders that are suspected of being under fraudulent activity.

PRODUCTS

BRAND NEW: All brand new products are factory sealed. All brand new products come with a 30 Day manufacturer’s warranty.

FACTORY PROTECTION PLAN: In addition to the manufacturer’s warranty that already comes with your product, you may purchase Factory Protection Plans on most of our products.
To learn more about your Factory Protection Plan, please click a link below based on where you live.

Click here if you live in: Alaska, Delaware, Iowa, Idaho, Indiana, Kansas, Louisiana, Maryland, Michigan, Mississippi, North Carolina, North Dakota, Nebraska, Pennsylvania, Rhode Island, South Dakota, Tennessee, West Virginia.

Click here if you live in: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Kentucky, Maine, Massachusetts, Minnesota, Missouri, Montana, New Hampshire, New Jersey, New Mexico, Nevada, New York, Ohio, Oklahoma, Oregon, South Carolina, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, Wyoming.

PRODUCT CARE: To take care of our products, you should follow the care instructions viewable here. For further assistance we recommend calling one of our Client Service Agents at 1.800.720.6364.

PRODUCT PHOTOS: The Key features of the items are presented on Factoryoutletstore in every item description. Some products may seem slightly different depending on the differences in artistic direction during the product shoots.



SHIPPING

We offer free Insured ground shipping on all orders within the continental United States. We do not> offer free ground shipping to Hawaii and Alaska since this method is not provided by our carriers. Although we do not ship Internationally we do ship to Freight Forwarders. We do not ship to Hotels or P.O Boxes. For special orders that must be sent to a Hotel or P.O Box, please contact our Customer Service Agents directly at 1.800.816.0810

* Note: For expedited shipping rates please proceed to our shopping cart where you can submit your Name and Address for an instant shipping quote on 3-Day, 2nd Day Air, and Next Day Air. You DO NOT have to submit your credit card information or make any commitment before seeing and agreeing to your shipping charges.

Delivery time is subject to the ability of our couriers (UPS, FedEx, and USPS) to fulfill their delivery schedule. Factoryoutletstore is not liable for packages that weren't delivered on time because of mishaps or unavoidable delays by our couriers.

RETURN POLICY

At Factory Outlet Store we want you to be 100% satisfied with your purchase and experience. When shopping with us, we want you to get exactly what you want, our goal is to provide the best shopping experience that encourages you to shop with us for years to come. In the instance that you receive a product that does not suit your liking, please contact our experienced customer service staff who will guide you through our return Policy & Procedure.

You may return or exchange most merchandise for a refund/exchange within 30-Days from date of purchase. Please contact us directly for our Return Address/ Questions. At FactoryOutletStore.com returns are easy. Returns are subject to a 15 percent restocking fee plus the actual cost of shipping. This amount will be deducted from the amount of your refund.

Brand New items may be returned or exchanged within 30 Days from date of purchase.
Factory Serviced items are exchangeable for a replacement of the same model on defective items only within 30 Days from date of purchase.
Bulk Package items have a 90 Day EXCHANGE ONLY Warranty from date of purchase.

All returns or exchanges missing or with damage to the original box may be refused or may be subject to a 20% penalty fee (i.e. missing/damaged UPC barcodes, missing/damaged manuals, missing/damaged warranties, tape on the manufacturer’s box, etc.)

RETURN PROCEDURE

  • 1. Place the items you would like to return/exchange inside the original packaging. Please include a copy of your receipt along with a description of all problems you had with the packaged components. All returned items including upholstered items, must be securely packaged to protect against damage during shipment.*If your package arrives damaged please contact our Customer Service Representatives.

  • 2. Fill out the Return/Exchange form available here or contact a Customer Service Representative. Click here to visit our Returns Page. Once our Customer Service Representative approves the return/exchange a call tag will be issued via FedEx to retrieve the package. The items being returned must be properly packaged, accompanied by the original shipping label, RA, and ready for pick up.

  • 3. Ship all returns using a traceable shipping method and a separate shipping box. DO NOT put any courier labels on the manufacturer's merchandise packaging. * We recommend saving the return package tracking number.

  • 4. Once your return item(s) are received by our warehouse and processed your refund should post to your account within 3-5 business days. Kindly note, due to return volume some refunds could take up to 10 business days to process.


You should choose a courier that provides tracking and insurance for your package. We do not reimburse shipping and handling costs incurred by clients returning or exchanging merchandise. Factoryoutletstore is not liable in any way for returned packages that were lost or damaged during shipment.

DAMAGED ITEM: In the event that you receive a damaged or defective item, we will accept it for a full refund at our expense. To arrange a refund for your product, please contact a Customer Service Agent at 1-800-816-0810 – Friday between 8AM – 6PM EST.

WRONG ITEM RECEIVED: In the event that we process an order incorrectly we will accept it for a full refund/exchange at our expense. To arrange to a refund/exchange for your product, please contact a Customer Service Agent at 1-800-816-0810 Monday – Friday between 8 AM – 6PM EST

PRIVACY

All information submitted to FactoryOutletStore is managed with care. We DO NOT sell customer data. All data collected is secured under 256-bit SSL protection. We may share your personal information with select business partners so that they can provide you with special offers, promotional materials, other materials that may be of interest to you, and to improve the overall shopping experience on our site. We are not responsible for the privacy practices of these business partners. You should read their privacy policies to learn how they treat your information.

Email Offer Subscriptions: Upon placing an order through this Site, you will automatically be enrolled in the FactoryOutletStore.com best offers email promotion list based on the billing email address information you have provided, unless you opt-out of receiving such communications. You can withdraw your consent at any time through an email unsubscribe link or by opting-out from our email promotion list by clicking here. This simple opt-out process allows you to unsubscribe if you decide not to receive any further promotional emails from our family of web stores. In order to make our email offers more relevant and useful to you, our servers may receive a confirmation when you open an email message from FactoryOutletStore.com. In addition, if you have any questions about receiving communications from us you may email us at info@factoryoutletstore.com at any time.

TERMS OF USE DISCLAIMER

FactoryOutletStore offers a full range of products produced by a variety of manufacturers. Please note that FactoryOutletStore.com does not in any manner allege any affiliation between the manufacturers and our corporation. All products that appear on FactoryOutletStore.com are the sole property of FactoryOutletStore, unless specified otherwise. Such materials protected by this copyright include, but are not limited to, any and all text; any and all images (including icons, logos, and other graphics); and any and all design elements of the website. FactoryOutletStore website is used only for the purpose of shopping on this site, placing an order on this site, or for conducting other tasks associated with shopping or placing an order on this site. By placing an order with FactoryOutletStore.com you acknowledge and agree that at no time is FactoryOutletStore making any representation or warranty regarding the products purchased by you the consumer.

BY USING THIS SITE AND/OR ANY SERVICES RELATED THERETO, YOU AGREE THAT YOU HAVE READ, UNDERSTAND AND AGREE TO THE TERMS OF USE AND DISCLAIMER.

CONTACT US

Our main hours of operation are Monday thru Friday from 8:00am to 6:00pm Eastern Standard Time and our after-hours sales team is available 24 hours a day, 7 days a week. Whether it’s placing an order or answering questions that may help in your purchasing decisions, our specialists are ready to assist you.

You can also contact us via the following methods:

Toll Free Phone: 1.800.720.6364
Email: Info@factoryoutletstore.com
Mail: FactoryOutletStore
575 Underhill Blvd (Unit 350)
Syosset, NY 11791



We offer countless options in upholstery—from fine leather and skillfully matched manmade alternatives (faux leather), to cotton, nylon, polyester, rayon and wool blends. For your reference, our upholstered products have a tag either under one of the seat cushions or beneath the unit itself. The tag provides a universal cleaning code indicating best cleaning practices.

UNIVERSAL CLEANING CODES INCLUDE

DC
Dry Clean Only

E
Use the Millennium Leather Care Kit

N
Use the Millennium Leather Care Kit

N FBR
(Natural Fiber Rugs) Immediately blot spills to remove excess liquid with a clean white cloth or plain paper towel. Blot again with a solution of one teaspoon mild detergent with one teaspoon of white vinegar in a quart of warm water. Do not saturate.

S
Clean only with a dry cleaning solvent. Do not saturate. Do not use water. Pile fabrics may require brushing to restore appearance. Cushion covers should not be removed and dry cleaned.

SW
Spot clean with upholstery shampoo, foam from a mild detergent or a mild dry cleaning solvent. Do not saturate with liquid. Pile fabrics may require brushing to restore appearance. Cushion covers should not be removed and dry cleaned.

W
Clean only with water-based shampoo or foam upholstery cleaner. Do not over wet. Do not use solvents to spot clean. Pile fabrics may require brushing to restore appearance. Cushion covers should not be removed and dry cleaned.

WS
Spot clean with upholstery shampoo, foam from a mild detergent or a mild dry cleaning solvent. Do not saturate with liquid. Pile fabrics may require brushing to restore appearance. Cushion covers should not be removed and dry cleaned.

X
Do not clean with either water or solvent-based cleaner. Use vacuuming or light brushing only.

Wool
Blot spills up immediately with a clean white cloth or plain paper towel.

HOW TO CARE FOR LEATHER

Leather isn’t perfect and that’s the beauty of it. All leather or “genuine” leather has natural markings, including variations of shade and tone, as well as nicks, scratches and wrinkles—characteristics that distinguish it from manmade materials. Expect that some marks will appear on the surface of your leather. Their origin might be anything from healed scars and barbed wire scratches, to skin “stretch marks” and insect bites. By no means should they be considered a defect; nor will they affect the durability or construction of your piece. Such “imperfections” are your assurance that you have a true leather hide. Also keep in mind, grain patterns and coloring of leather will vary from hide to hide and also within the same hide, making leather all the more interesting and unique.

Dust often and use a vacuum cleaner crevice tool to clean seams.
Clean weekly using a damp sponge or soft, lint-free cloth. Do not rub; instead, wipe gently.
Do not use or place sharp objects on leather goods. Leather is very durable; however, it is not accident or damage proof.
Keep leather furniture out of direct sunlight and at least two feet from heat sources to avoid fading and cracking.
Do not place newspapers or magazines on leather furniture. The ink from these items may be transferred onto the leather.
Do not use abrasives; harsh chemicals; saddle soap; leather cleaners that contain any oils, soaps or detergents; or common household cleaners on leather furniture. Only use recommended leather cleaners.

Follow instructions for any gentle leather cleaner you might use. Additionally, leather conditioners provide a barrier to stains and help extend the life of your leather. Before using any cleaning/conditioning product on leather, test it in an obscure area.
Improper cleaning may void your leather furniture warranty.

HOW TO REMOVE SPOTS, SPILLS AND STAINS FROM LEATHER

Water Spots:
A water spot can be removed by wiping the entire area seam to seam with a damp cloth so there is no “demarcation point” on the leather and the leather can dry uniformly.

Pet Urine Stains:
We recommend “Natures Miracle" available in pet stores for removing pet urine stains and neutralizing the area. Follow product directions on the product. Please note that anytime you are “washing” or cleaning leather you must do the entire cushion, seam to seam, edge to edge, so as not to end up with a water stain. If leather can dry evenly there is no "demarcation point.”

Ink Stains:
Ink remover sticks are effective in removing or reducing noticeable ink markings from most leathers.

Oil/Food Grease Stains:
Small oil stains can be treated and successfully removed if addressed immediately. Rub corn starch briskly into the stain with your fingers until the heat from the friction is felt. That heat loosens the oil and allows the corn starch to absorb the oil before the leather can. Vacuum or brush the powder off. Repeat until the stain is gone.

Water Stains:
What does it take to clean water stains? Clean water. Should you have a “ring” or demarcation from glass condensation from a glass, soak a new sponge with room temperature water; wring sponge as much as possible. Starting at the spot, dampen the leather and move the sponge to the edges of the cushion. Allow moisture to become less and less as you get further from the spot. Don’t scrub, just wipe.

HOW TO CARE FOR WOOD FURNITURE

Whether you have an all-wood piece of furniture or a furnishing made of a mix of wood, manmade wood and wood veneer, you want to protect it from damage, maintain its perfect finish and keep it looking beautiful for years to come. Here are some tips to help you do that.

  • 1. Use a lint-free cloth to polish wood furniture on a weekly basis.

  • 2. Keep furniture away from heating and air conditioning sources to prevent loss of moisture; and avoid direct sunlight to prevent fading or darkening of wood.

  • 3. Use felt backing on lamps and other accessories to prevent scratches and gouges, and rotate accessories so they do not remain in the same spot all the time.

  • 4. Use placemats under plates and hot pads under serving dishes and coasters under beverages.

  • 5. Do not place newspapers or magazines on woods surfaces. The ink from these items may bleed into the finish and could damage the wood.

  • 6. Do not use abrasives or harsh chemicals on wood furniture.

  • 7. Should you scratch your furniture: Touch up crayons and markers are available at local hardware and home improvement stores in a variety of color packs. These types of crayons and markers are made especially for furniture and work well touching up most flaws.



How to Spot Clean Wood Furniture
  • 1. To remove food stains, wipe up the spill immediately. Polish with a soft, clean cloth.

  • 2. To remove cloudiness, rub surface with cloth dipped in solution of one tablespoon of vinegar mixed with one quart of water. Rub in the same direction as the grain until surface is completely dry. Follow with an application of furniture oil or polish that does not cause a waxy build-up or has silicones, such as Guardsman or Heritage.

  • 3. To remove water rings, rub with a mixture of equal parts white vinegar and cooking oil in the same direction of the grain.

  • 4. To remove candle wax or chewing gum, hold an ice cube over the wax or gum for a few seconds so that it will chill and harden. Be sure to wipe up water as the ice melts to prevent water spots. Remove as much of the wax or gum as possible with your fingers and then scrape away the remainder gently using the dull edge of a table knife. Rub the spot briskly with a cloth saturated in cream wax. Repeat if needed.


HOW TO CARE FOR GLASS FURNITURE

Nothing opens up a room like the beauty and transparency of glass. Of course, you’re so careful not to break it. But you don’t want to dull it or scratch it, either. A few simple steps can clearly go a long way.

Do not slide rough objects across glass. This can cause permanent scratches to the surface.
Do not use abrasive cleaners on glass, which may cause scratches.
Do not clean glass without gently removing excessive dirt and debris first, so as not to scratch the surface.

To clean glass, choose a non-abrasive commercial glass cleaner, or use warm water and a soft, lint-free cloth. Wring out excess water and wipe surface. Dry immediately with a dry lint-free cloth.

HOW TO CARE FOR AND CLEAN METAL FURNITURE

Whether to inject a rustic element or give a piece of furniture a modern, industrial flair, at Ashley Home Store, we incorporate metal in our furniture in so many ways. Much of the metal you’ll find is powder coated, resulting in a smooth, even surface.

When it comes to cleaning metal, less is more. Simply dusting regularly with a clean, dry cloth will generally do the trick.
Do not use harsh chemicals or abrasive cleaners on metal finishes, as they can be quite damaging.
*Note: iron or steel frames can rust furniture is exposed to excessive humidity, particularly in saltwater locations.

HOW TO CARE FOR AND CLEAN PAINTED FURNITURE

Colorful and unique, hand-painted furniture is a great way to express your individual style. It’s important to place these furnishings out of direct sunlight so the color and vibrancy of the painted finish remains fresh and crisp.

Dust or wipe clean with a cloth dampened with water once a week. Be sure not to leave water spots on the surface. These water spots will dry and could possibly leave permanent marks.
Do not use harsh chemicals or abrasive cleaners on painted finishes, as they can be quite damaging.

Clean stains/spots using the following steps:
  • 1. Dampen a soft cloth with a mixture of hot water and liquid dishwashing detergent.

  • 2. Wring the cloth as much as possible to remove excess liquid.

  • 3. Rub the surface lightly in a circular motion.

  • 4. Dry the surface immediately with a clean, soft towel.


  • HOW TO CARE FOR MARBLE, SLATE & NATURAL STONE

    Natural stone such as marble and slate brings an earthy, organic element into a space. They’re universally loved for their one-of-a-kind quality. From piece to piece, and even on a single quarried slab, there will be certain color variations. Stone surfaces will have pits and fissures that appear as cracks. They result from immense heat and pressure, which formed the stone eons ago. These characteristics do not impair function or durability; rather they add to the beauty. And while marble, slate and natural stone are certainly quite durable, by no means should be treated as indestructible.

    For general cleaning: dip sponge or clean cloth into warm water with a few drops of mild dishwashing liquid; wring out as much liquid as possible, wipe and immediately dry surface (using a second dry cloth).
    You may also opt for a marble clean for deeper cleaning.
    Use coasters under glasses, especially if they contain alcohol or citrus juices; use placemats under china, ceramics, silver or other objects that may scratch the stone surface.
    Do not use vinegar, bleach, lemon, ammonia, general-purpose cleaners or abrasive cleaning agents (e.g., Comet).
    Do not use cleaners that contain acid such as bathroom cleaners, grout cleaners or tub and tile cleaners.
    Do not use alkaline cleaners not specifically formulated for natural stone.
    Don’t leave pools of water on marble surface, as this could end up leaving a stain.
    Professional refinishing is recommended to remove etch marks and restore the stone's natural finish.
    If you choose to seal your marble, use a quality product and follow the manufacturer's directions for use. (Stone sealants can be purchased at almost any home improvement center.)