Our Customer Satisfaction Policies

At 5th & Main Furniture by Freed’s, we prioritize clear communication to ensure you have the best possible furniture-buying experience. We aim to make the process smooth and straightforward for all our customers, and we appreciate your understanding of the policies we follow to achieve that goal.

DELIVERY SERVICE

Because we serve a wide area, deliveries are made along specific routes, and we cannot provide an exact delivery time. However, we will provide a 3-hour delivery window the day before your scheduled delivery. Please ensure the area for delivery is clear of obstructions, and arrange for a responsible person to sign for the delivery if you’re unavailable.

• If placement in the designated room is not possible due to narrow hallways, doorways, or stairs, delivery will be made to the nearest accessible area.
• Delivery personnel are not responsible for wall installations.

DELIVERY SERVICE INCLUDES

• Free in-home service for one year, excluding clearance and “AS IS” merchandise. This covers warranted defects and workmanship for customers within our delivery area.
• After one year, a minimum charge of $69 applies for in-home service calls, and customers outside the delivery area will need to return items for service.
• We continue to honor manufacturer warranties after one year, though transportation, labor, and part replacement may incur charges.

PICK-UPS

Customers are responsible for securing items in their vehicle. Please report any manufacturer-related issues promptly. We are not responsible for transportation damages.

MAJOR PURCHASES

Furniture is made from component parts. If a part is defective, we will repair or replace it, but manufacturers typically do not replace the entire product for one defective part. For items with removable parts (e.g., cushions, drawers), we ask that customers return them for service.

SPECIAL ORDERS

• A minimum deposit is required, with the balance due before pick-up or delivery (except with financing).
• Special orders cannot be canceled once placed, and arrival times are estimates based on factory information.
• Special order merchandise is non-returnable and will be repaired, not exchanged.

ESTIMATED ORDER ARRIVAL

We provide estimated arrival times based on vendor information. No discounts will be applied for manufacturer delays. If your order is delayed and not in production, you may cancel for a full refund.

CLEARANCE OR “AS IS” MERCHANDISE

• Items must be picked up or delivered within 10 days (no layaway).
• Full payment is required at purchase (unless financed).
• All sales are final; no exchanges or refunds.

SATISFACTION GUARANTEE

If you’re not completely satisfied with your purchase (excluding bedding), you may reselect merchandise of equal or greater value or receive a 75% credit within 2 days of delivery, under the following conditions:

• Items must be in original condition.
• Special orders are excluded.
• A re-delivery fee will apply for re-selections.
• Only one re-selection is allowed.

REFUNDS

Refund checks are issued within 7 days or after they clear the bank. No cash refunds are given. Refunds on credit cards will be credited to the original card used for payment. A fee applies for returned checks.

SLEEP PRODUCT WARRANTIES

Sleep products have their own manufacturer warranties. We will assist with warranty claims for structural defects, and mattresses and box springs are warranted against defects for one year. Body impressions are normal and not considered defects. A service charge applies for service after the one-year period.

Please note: Bedding is not returnable once accepted due to health and safety regulations. Warranty replacements must be authorized by the manufacturer. Soiled or damaged bedding cannot be returned.