Our Customer Care team is available to answer any other questions you may have or assist you with your order! You can use the Live Chat feature in the bottom right of this page, or call/text 732-548-1200. Please make sure you review our full Terms & Conditions, found HERE and provided on the last page of your sales order, for a complete description of our rules and policies. To review delivery expectations, click HERE.

Orders, Account Information, & Payment:

1. Can I place an order through the Guest Portal?

Answer: Orders are not able to be placed through our Guest Portal. Please call 732-548-1200 and press 3 when prompted to place a new order, or visit one of our showrooms listed on the “all shops” tab.

2. Can I pay for an order through the Guest Portal?

Answer: Yes! If your order has a balance due, you can use our virtual payment portal to process a credit or debit card payment. To do so, go to your order details page and scroll to the bottom. You will need to check the box to accept our Terms and Conditions before continuing to the payment page. 

3. Can I cancel or modify my order through the Guest Portal?

Answer: Any modifications to existing orders must be processed through the showroom you purchased with. Please visit your showroom or contact our Customer Care team. 

4. I cannot log in to the portal/my account does not have my order information.

Answer: Your order is tied to the email address that you provided at the time of sale. If you are having trouble registering, it is possible that your email address in our system may need to be updated. Please contact our Customer Care team to help with this.

5. Can I update my delivery information through the Guest Portal?

Answer: For security purposes, addresses and account information cannot be modified through the guest portal. If you need to do so, please contact our Customer Care team. 

Order Statuses:

1. What does it mean if my order/fulfillment status shows "Processing"?

Answer: Due to merchandise availability, your order may be in "Processing" status. In this case, you will receive a text message when the order is ready to be scheduled. You will not be able to schedule a delivery date until you receive confirmation that your order is ready to schedule. 

2. What does it mean if my order/fulfillment status shows "Ready to Schedule"?

Answer: This means the product for your order is available and you can now choose a delivery date. Please ensure you select a day that is at least 72 hours from today's date, and no more than 30 days. 

3. What does it mean if my order/fulfillment status shows "Scheduled"?

Answer: This means you have a confirmed scheduled date. You will receive confirmation messages from us starting a few days before delivery, including a 4-hour delivery window. If pieces are already reserved for your order, you will be able to reschedule if needed. 

Rules for Scheduling:

1. How far out can I schedule my delivery?

Answer: Your delivery must be scheduled within 30 days of today's date. Scheduling delivery later than this will risk losing the pieces reserved for you.

2. Can I choose a time frame for my delivery?

Answer: Since our deliveries are routed geographically, you will not be able to select a specific time frame. Delivery time frames are provided 2 days prior to the scheduled delivery date. Therefore we recommend scheduling for a day you will be free for the majority of the day.

3. What is the policy for rescheduling delivery?

Answer: You can reschedule a previously scheduled delivery up to 72 hours before the scheduled date. If you need to reschedule within 72 hours, please contact our Customer Care team. Please advise, a $99 re-delivery fee may be applied.

4. Will I receive confirmation of my delivery date?

Answer: Any time you schedule or reschedule your delivery, a confirmation email will be sent to your address on file. Please review this email to confirm the date selected and other important information about your delivery. 

Other General Questions

1. How do I schedule or reschedule my delivery?

Answer: Under “account” -> “orders” -> Go to the “order details” page for the fulfillment you wish to schedule. Then click the date to open the calendar, and choose an available date (must be at least 3 days from today and no more than 30).

2. Why don’t I see an option to schedule or reschedule my delivery? 

Answer: If you cannot schedule your delivery through the Guest Portal, it is possible your order is on a credit hold, or the merchandise is not yet available to be scheduled/rescheduled for delivery.

3. Why does the calendar show no availability for my delivery?

Answer: This could mean your delivery is to an area that we do not usually deliver to. For these deliveries, they have to be scheduled manually. Please contact Customer Care to do so.

4. What is your return policy?

Answer: Returns/exchanges of any kind are not accepted after delivery. Once accepted at delivery, manufacturer warranty applies ONLY. Please refer to the back of your sales order for our full Terms and Conditions. 

5. Can I file a warranty claim on the Guest Portal? 

Answer: At this time you cannot file warranty claims via the Guest Portal. For warranty claims regarding merchandise purchased within the last year, please contact Customer Care. If you are looking to file a claim with your 5-year extended protection plan, please call 1-888-612-8909.

6. Do you offer replacement parts?

Answer: For most products, we do offer replacement parts. When contacting Customer Care, please have the item number and invoice number available so they can better serve you. You can find the item number on your emailed order confirmation or invoice. You can also order warranty parts directly from ashleyfurniture.parts with your item number and serial number. Click HERE to do so.

Have any further questions? Feel free to check out our full FAQs found on the Ashley.com website HERE. Our Customer Care team is available to answer any other questions you may have or assist you with your order! You can use the Live Chat feature in the bottom right corner of this site, or call/text 732-548-1200.

Customer Care Hours of Operation: Open 7 days a week 8 AM-7 PM