F.A.Q.

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Shopping
Ordering and Payments
Fabrics and Materials
Shipping and Delivery
Returns, Cancellations and Exchanges
Damages and Repairs
The Trade
Shopping
How long will it take to receive my order for furniture that is custom made to order?

During checkout, we'll provide you with an estimated arrival date based on the current production lead time (approximately 4 to 6+ weeks, varies by product and manufacturer) plus shipping transit time. Shipping transit time is, on average, 7 to 14 business days depending on the shipping option chosen. Additionally, your Customer Care representative can provide you with details regarding your specific order. More accurate estimates will be provided with your tracking information.

How long will it take to receive my order for furniture that is in stock?

During checkout, we'll provide you with an estimated arrival date based on our current inventory availability, typically 24-42 hours to pick from the warehouse, plus shipping transit time. Shipping transit time is, on average, 7 to 14 business days depending on the shipping option chosen. Additionally, your Customer Care representative can provide you with details regarding your specific order. More accurate estimates will be provided with your tracking information.

Where can I see your furniture in person?

We are an online retailer, and have no physical storefront. Most of the brands we carry are well known, so there might be a showroom near you at a local furniture store. We stand behind all the products and brands we carry, and have a generous Return Policy, so if you don't love your furniture well ensure we take care of you as best we can.

What if I need help deciding what could fit or work best in my space?

We've been selling home theater and entertainment furniture for over a decade, and it's our passion to help as much as possible. Feel free to send over a photo of your space, dimensions, and ideas on what you're looking to do, so our Sales Experts can take a look. We also offer free swatches upon request so you can see for yourself if the colors and patterns you're considering complement or match what you desire.

Lastly, just call or chat with us. We'd love to hear from you.

Do you have items in stock for immediate delivery?

Absolutely! We have our dedicated warehouse located in Atlanta, GA that is stocked with over 4,000 seats of our best-selling models. All stocked ready to ship models are noted on our website with estimated delivery timeframes. If you are unsure whether an item is stocked, or need a specific delivery date, just call us.

Which fabrics are the best if we have children or pets?

When it comes to withstanding the daily abuse of our furry friends and loving children, we recommend microfibers, protected leathers and bonded leather. All our stocked models are upholstered in protected leather or bonded leather, perfect for kids and pets. You can also click on this link to view our Kid and Pet Friend Upholstery Guide.

Where can I read customer reviews?

What better way to learn about our products and us than by reading reviews from other real customers just like yourself? These are located on each of the product pages throughout our website. We always welcome feedback from our customers about our products and service, whether it's good or bad.

How will I know if the furniture will fit in my room or through my door?

We recommend measuring all the doorways, hallways and stairs that will be used to get to the furniture's final resting spot. You should then compare that to the dimensions of the furniture. Please note that most home theater seats are modular, which means that the seat back and the base of the chair are separate. As a rule of thumb, if your doorway is great than 26 inches wide, it should easily fit through. For further assistance, you can click on this link to view our Fit Guide.

Do you ever take custom orders for a design or layout that is not shown on your website?

Absolutely! We work with many custom manufacturers that do this all day long. Give us a call with your specifications and ideas, and we'll help make it a reality.

What is the warranty on the products?

Every manufacturer that we represent offers their own warranty, which can be found on the product page of that item you purchased. It is our pleasure to help you with any warranty issues you might have. Simply contact our Customer Care Team at 888.457.7328 ext. 2 for assistance.

Do you refurbish furniture?

No – we only sell new furniture. Because we stand behind the warranties of all the products we sell, we only work with brand new furniture.

Is my credit card and personal information safe when I shop on your website?

Yes. When you shop at Seatup, you never have to worry about credit card safety. We guarantee that every transaction you make will be safe. We use Secure Sockets Layer (SSL), an encryption technology that works with Chrome, Internet Explorer, Safari, and other popular web browsers, so that only Seatup can read a buyer's personal information. Please click on this link to read our full Safe & Secure Shopping Policy.

Ordering and Payments
I have questions, can I call to place an order?

Absolutely! Our Sales Experts are available 7 days per week at 888.457.7328 ext. 1.

I found a lower price somewhere else, will you match this price?

We always strive to offer the best prices anywhere, so we will do our best to match that price. Make sure the price you see includes the product price, shipping costs, and any related taxes. If it's still lower than ours, please call our Sales Experts at 888.457.7328 ext. 1 for assistance. You can also click this link to read our Best Price Guarantee.

How will I know that you received my order?

Once you place your order online or through a Sales Expert, you'll receive an order confirmation via email with your order details, including a description of what you ordered and estimated arrival dates to help you prepare for your new furniture. We encourage you to thoroughly review your order confirmation, paying close attention to your shipping address, phone number, and delivery method.

I need to change my order; can I still do that?

Yes, in most cases you have a few days from placing your order to give our Customer Care Team a call at 888.457.7328 ext. 2 to make any changes, only if the product has not yet shipped or production has not yet begun. Because we try to ship orders as quickly as possible, it is important to call us as soon as you can so that we can accommodate this request. Please click this link to read our Cancel and Change Order Policy.

Do you offer financing or layaway plans?

Seatup has partnered with Affirm to offer consumer-friendly terms to split purchases into monthly installments. During the checkout process, you can access the Affirm tab, where you'll be directed to a separate site for the application process. Terms are exclusively between the consumer and Affirm. You can also call our Sales Experts to initiate this process at 888.457.7328 ext. 1. Affirm provides a decision within seconds of application submission, so if you're looking to purchase furniture now and pay later, go to the payment tab in the checkout process.

What type of payments do you accept?

We accept payments from Visa, MasterCard, American Express, and Discover. We also accept bank wires, ACH, business and personal checks. Please note that certain payment forms such as personal checks may involve a longer waiting period, allowing for all funds to clear.

Can I combine multiple discounts or coupon codes?

Typically, no. The best way to know for sure is to call our Sales Experts at 888.457.7328 ext. 1. Our Sales Experts will always get you the best price and inform you of the best deals that they can apply to your items.

Will I pay sales tax?

We are required to charge tax only in those states where we have a physical presence, which is Florida, Colorado, and Georgia.

Fabrics and Materials
Can I order and select my leather or fabric after receiving the fabric swatches?

Absolutely. We want you to be 100% confident in your fabric or leather choice. Once you receive your swatches, call us and let us know your decision. You'll receive a final confirmation once we have this information from you.

Which fabrics are the best if we have children or pets?

When it comes to withstanding the daily abuse of our furry friends and loving children, we recommend microfibers, protected leathers and bonded leather. All our stocked models are upholstered in protected leather or bonded leather, perfect for kids and pets. You can also click on this link to view our Kid and Pet Friend Upholstery Guide.

How do I clean my leather or fabric?

Each fabric has its own cleaning code that determines the best way to clean and maintain the fabric. Please click on this Product Care Guide link for full details.

Shipping and Delivery
How much is shipping?

We are pleased to offer To The Door Shipping for free on all website items! We also offer two upgraded delivery services, Room of Choice and White Glove Delivery, for an additional charge. Please note there may be a small charge to deliver to areas that have limited access or remote locations. You can read more about our shipping options by clicking on this link at Shipping and Delivery.

Where do you ship?

We ship to all addresses within the contiguous United States (except P.O. Boxes). We also ship to Hawaii and Alaska. We will ship to Canada and all other countries too! If you require a shipping quote, please contact us for details. You can read more about this by clicking on this link at Shipping and Delivery.

Is there any way to get my furniture sooner?

We always try to ship orders as quickly, safely, and efficiently as possible. If you need your order quicker, we can always try to expedite an order. This may include airfreight or special delivery services. Contact us for details and charges.

How do I know when my order has shipped?

You will receive an email from us as soon as your order ships along with a tracking number so you can follow it right to your door.

Does delivery include setup?

Our free To The Door Shipping does not include setup. If you require this level of service, then we suggest you upgrade your shipping selection to our White Glove Delivery Service. You can read more about this by clicking this link at Shipping and Delivery.

Will the delivery team take away my old furniture?

No. It's recommended that you have your area cleared before your new furniture arrives. The delivery team will not remove any old furniture and should not be involved in any detailed moving of existing furniture due to liability and insurance purposes. The delivery teams will not take away any old items.

Do you deliver on the weekends?

Our delivery dates are during the work week, Monday through Friday, during regular business hours. We may be able to accommodate a weekend delivery for an additional charge. Please call our Customer Care Team at 888.457.7328 ext. 2 for options.

What are the shipping and delivery options?

We are pleased to offer three delivery options:

Free To The Door Delivery offers our best value. This service level ensures your items will be professionally unloaded from the truck and delivered straight to the first accessible dry area, which can include your door, garage, or porch for added convenience. You would be responsible to unpack and bring the item inside yourself. This is a great option if you need your item as fast as possible. The carrier will provide you with a date and a three-hour window of time when the item will arrive.

Room of Choice Delivery affords you the luxury of having skilled professionals unload your items from the truck and place them directly in a room of your choosing. Room of Choice is a convenient, affordable option for large, heavy, or hard-to-maneuver items and for those living in multi-level apartment or condo buildings. Removal of packaging is not included at this level of service. The delivery team will call you in advance to schedule a specific date and timeframe for the delivery.

White Glove Delivery provides everything you could want and more when it comes to convenience. In addition to unloading, hauling, and placing the item in your room of choice, additional services such as unboxing, packaging removal, and limited item setup are included as well. White Glove is the gold standard for those who appreciate the ease of a professional helping hand. The delivery team will call you in advance to schedule a specific date and timeframe for the delivery.

For full details please click this link to read our Shipping Options.

How long does delivery take once my order has shipped?

Delivery timeframes depend on where you live and the delivery service chosen. On average with our free shipping it takes between 5 to 10 days of transit time. For our White Glove or Room of Choice Deliveries, add on an extra week.

Can I set a specific delivery date and time?

All scheduling for delivery is done with the shipping companies that we use to ship our furniture. Keep in mind, scheduling requires a lot of coordination with drivers/delivery teams; although they offer multiple days and time slots, they aren't available for delivery just any date and time. You'll get a call from the shipping company as soon as your product scans into the local facility responsible for delivering your product. This process can take 2-3 business days once the product has arrived to the final-mile facility.

Will everything ship at the same time?

We do our best to ship everything in your order together. Shipping orders together helps keep things simple so you don't have to arrange two separate deliveries. If a circumstance occurs where a partial shipment may be worth doing, we would call you in advance for your approval.

I can't take delivery for a long time, should I still order now?

This request is more common than you might think. Even if you can't accept a delivery anytime soon, you can still place your order now and just let us know when you want us to ship it. We will make a note on your order to hold production/shipping until your specified date. This is a preferred action since it enables you to take advantage of pricing during sales events or even reserve a product so it won't possibly be out of stock when you need it.

I have an issue with scheduling my delivery, what can I do?

If for any reason, you are having delivery or scheduling issues with the carrier, please call our Customer Care Team at 888.457.7328 ext. 2 for assistance.

Returns, Cancellations, and Exchanges
I need to return an item; how do I do that?

You may return eligible products, for whatever reason, up to 30 days from the date of delivery. Eligible products must be in new condition, not used, and in the original packaging to qualify for a refund. For full eligibility details and instructions, please click this link to read our Return Policy.

Do you offer returns on custom items?

All custom orders are final sale only. Because the items were made specifically for you, we cannot take them back. Please click this link to read our Return Policy.

I need to cancel my order, what do I do?

We're sorry you need to cancel. Please contact our Customer Care Team at 888.457.7328 ext. 2 and we will gladly assist you. Please click this link to view our Cancel and Change Order Policy.

Can I exchange my item for a different model?

Once the product has either started production or has shipped, we do not offer exchanges. If you ordered a model that is stocked (not custom ordered), then we can arrange to take back the item you purchased for a restocking fee and shipping charges, if the items are unused and in their original packaging. Please click this link to view our Cancel and Change Order Policy.

I haven't received my refund, who do I contact?

Please allow up to 4 weeks to see your refund. We estimate 4 weeks because it can take up to 14 days to receive your returned item back to our facilities, up to 5 business days to inspect the product, and then 5 days for the processing from your bank or credit card company. Please see our Return Policy for more details. You can also always call our Customer Care Team at 888.457.7328 ext. 2 for an update.

I requested a return / pickup, but haven't heard from anyone. What do I do?

Once you have requested a pickup, please allow up to two weeks for our delivery agent to contact you. If you still haven't heard from them, please contact our Customer Care Team at 888.457.7328 ext. 2 for assistance.

Damages and Repairs
What do I do if my furniture is damaged during delivery?

No need to worry if anything is damaged in transit to you – we will take care of the situation. Most items can be fixed or replaced. Before refusing delivery, please be sure to give our Customer Care Team a call at 888.457.7328 ext. 2 and we can assess the damage, determine the best solution moving forward, and walk you through the process. Click on this link to read our Shipment Damage Policy.

I have an issue with an item I purchased. What do I do?

We're so sorry to hear that you have an issue with a product you bought on our website. To process your request in an accurate and timely fashion, we require that you contact our Customer Care Team at 888.457.7328 ext. 2 for assistance.

How long does a repair take?

We work with a nationwide network of furniture repair companies and will begin contacting them to find out who is best able to repair your furniture. The process to contact a technician and schedule a time for the inspection usually takes 1-2 weeks, and we will follow up within a few days with possible dates and solutions for you.

In addition, the time to repair is also dependent on the availability of any parts needed. Unfortunately, there is no timeframe estimate on this, but we will do our best to ensure we source all parts as quickly as we can.

The Trade
Do you offer discounts to the trade?

Yes. We welcome the opportunity to serve you and your clients. Whether you are an interior designer, architect, home builder, developer or retailer, we look forward to hearing from you and help with your project. Please contact our Sales Experts at 888.457.7328 ext. 1 for assistance.