Shipping & Local Delivery Policy

Direct Furniture USA

Effective Date: October 27, 2026

Direct Furniture USA offers FREE Standard Delivery on every order throughout New Jersey, with no minimum purchase requirement.

We also provide FREE White-Glove Delivery on designated eligible furniture, including in-room placement, applicable assembly, setup, and packaging removal at no additional cost.

Our delivery services are designed to make purchasing furniture online convenient, transparent, and dependable. The service included with each product depends on its delivery classification, which is identified on the product page.

Please review this policy before placing your order.

1. New Jersey Delivery Area

Direct Furniture USA provides free Standard Delivery throughout the entire State of New Jersey.

Our standard online checkout is available for delivery addresses within New Jersey. We deliver to residential and commercial locations statewide, subject to reasonable safety, property-access, and scheduling requirements.

Free NJ Standard Delivery applies to every order, regardless of the product's price, size, or delivery method.

We do not routinely provide checkout delivery outside New Jersey. Customers outside New Jersey may contact us before ordering to inquire about a separately approved shipping arrangement.

Out-of-state shipping is not guaranteed and must be confirmed in writing before an order is placed.

If we cannot fulfill an accepted order to a New Jersey address, we will contact you to discuss available alternatives or cancel the affected merchandise with a full refund.

2. Our Delivery Service Options

We offer two primary furniture delivery services, depending on the product.

A. Free NJ Standard Delivery

Included on every order throughout New Jersey.

For furniture delivered by Direct Furniture USA or an authorized furniture delivery team, Standard Delivery includes:

Transportation to the customer's New Jersey address.
Unloading the merchandise from the delivery vehicle.
Delivery to the first safe, accessible ground-floor entryway of the residence or building.
Basic delivery confirmation.

The entryway may be an exterior entrance, building lobby, or another accessible ground-floor receiving location, depending on the property.

Standard Delivery does not include in-room placement, unpacking, assembly, furniture setup, or packaging removal.

The customer is responsible for moving and assembling the merchandise after Standard Delivery, where applicable.

For products shipped through UPS, FedEx, USPS, or another parcel carrier, delivery follows the carrier's normal drop-off procedures. Parcel deliveries may be left at the designated delivery location without an appointment or signature unless the shipment requires otherwise.

B. Free NJ White-Glove Delivery

Included at no additional charge on designated eligible furniture.

White-Glove Delivery provides an enhanced delivery experience and generally includes:

A scheduled furniture delivery appointment.
Delivery inside the home or building.
Placement in a safe, accessible room of the customer's choice.
Unpacking of the furniture.
Basic assembly when required.
Furniture setup and positioning.
Removal of ordinary packaging materials generated during delivery.

Some furniture arrives fully assembled. In those cases, the service includes the applicable in-room placement, unpacking, and setup without unnecessary assembly.

White-Glove Delivery is available only on products specifically designated as eligible for this service.

Not every item qualifies for White-Glove Delivery. Furniture size, weight, or price alone does not establish eligibility.

3. How to Identify Your Delivery Service

The delivery service included with a product is identified on its product page.

You may see one of the following messages:

FREE NJ STANDARD DELIVERY

This indicates that the product includes free Standard Delivery as described in Section 2A.

FREE NJ WHITE-GLOVE DELIVERY INCLUDED

This indicates that the product qualifies for the White-Glove service described in Section 2B.

Orders containing multiple products may be fulfilled through different delivery methods or separate shipments.

A general checkout shipping method labeled “Free NJ Delivery” confirms that shipping is free. It does not mean that every item in the order includes White-Glove service.

Product-specific delivery eligibility governs the included service.

If you have questions about a particular product's delivery classification, contact us before ordering.

4. Delivery Charges

Standard Delivery is free on every order throughout New Jersey.

White-Glove Delivery is also free on products designated as White-Glove eligible.

There is:

No minimum order requirement for free Standard Delivery.
No additional charge for the White-Glove services included with eligible furniture.
No mandatory delivery or handling surcharge for ordinary fulfillment under the applicable included service.

Unusual customer-requested services, failed deliveries, storage, or extraordinary access requirements may involve additional charges as explained later in this policy.

Any such charges are separate from the ordinary free delivery service and will be disclosed before the additional service is authorized.

Applicable sales tax is not a delivery charge.

5. Order Processing and Fulfillment

Direct Furniture USA sources furniture from manufacturers, distributors, and authorized supplier or warehouse inventory.

After an order is placed, processing may include:

Payment and order verification.
Manufacturer or supplier inventory confirmation.
Product reservation or allocation.
Warehouse processing.
Product inspection or preparation.
Transfer to a regional delivery facility.
Carrier or local delivery coordination.

An order confirmation acknowledges receipt of your order. It does not necessarily mean that the merchandise has already shipped or reached our local delivery facility.

We work to maintain accurate product availability information. However, supplier inventory can change before fulfillment is completed.

If an item becomes unavailable, discontinued, or otherwise cannot be supplied, we will notify you and explain the available options.

You are not required to accept a substitute product.

If Direct Furniture USA cancels an order because it cannot supply the merchandise, we will issue a full refund for the affected items and any related services not performed.

6. Estimated Processing and Delivery Times

Our currently configured standard delivery estimate for applicable in-stock merchandise is:

Estimated total delivery time: 12–18 business days

This estimate consists of:

Order handling and processing: 6–8 business days.
Transportation and delivery transit: 6–10 business days.

These periods make up the overall estimate; they are not additional time added after the quoted total.

A business-day estimate is different from a calendar-day estimate. Non-operating days and applicable holidays can affect the projected arrival date.

Delivery times can vary based on manufacturer inventory, warehouse location, product characteristics, freight movement, delivery scheduling, and the applicable service.

Some merchandise may qualify for a different estimated timeframe. When we provide a product-specific estimate or a separately agreed delivery commitment, that information will be identified in the applicable product or order documentation.

Estimated delivery timeframes are not guaranteed appointment dates unless expressly confirmed as such.

We make reasonable efforts to fulfill orders within the stated estimates and will communicate material delays when identified.

Products identified as sold out are not available for ordinary immediate fulfillment. Any preorder or backorder arrangement must be separately disclosed and accepted.

7. Delivery Delays and Customer Options

Although we work to meet our stated delivery estimates, unforeseen circumstances may affect fulfillment.

Possible causes include supplier delays, inventory discrepancies, freight interruptions, severe weather, transportation issues, or delivery scheduling constraints.

If we determine that an order cannot be fulfilled within its applicable promised delivery period, we will notify you and provide the available options, including:

Accepting delivery on a specified revised date; or
Cancelling the affected merchandise for a full refund.

If you cancel because Direct Furniture USA cannot meet the applicable promised delivery obligation and you do not agree to an extension, no buyer's-remorse cancellation fee or restocking fee will apply.

For orders containing multiple products, we may offer partial shipment, delivery together at a later date, or cancellation of the affected undelivered merchandise.

We will honor applicable consumer rights concerning delayed merchandise.

8. Delivery Scheduling

Large furniture deliveries generally require advance scheduling.

When your furniture is ready, Direct Furniture USA or its authorized delivery provider may contact you by telephone, text message, or email to arrange delivery.

We will provide an available delivery date or appointment window when scheduling is required.

Delivery time windows are estimates, not guarantees of arrival at an exact minute.

Traffic, weather, road restrictions, previous delivery appointments, and other operational conditions may affect arrival times.

Please keep your telephone number and email address current and respond promptly to scheduling communications.

Parcel shipments may not require an appointment. Carrier tracking information may be provided when available.

9. Accurate Delivery Information

Customers must provide a complete and accurate delivery address and contact information when ordering.

Depending on the property, we may need:

Apartment, unit, or suite number.
Building or community name.
Entry, gate, or security instructions.
Floor level.
Elevator availability.
Loading-dock or service-entrance instructions.
Building delivery-hour restrictions.
Parking or access limitations.
Any unusual delivery conditions.

Please notify us promptly of changes.

An address change requested after fulfillment begins may affect scheduling, delivery arrangements, tax calculation, and the delivery estimate.

Changes outside New Jersey require separate approval and are not covered by our standard statewide delivery service.

10. Delivery Acceptance

An adult age 18 or older should be present to receive a scheduled furniture delivery unless Direct Furniture USA expressly approves another arrangement.

The person accepting delivery should be authorized to:

Provide access to the property.
Direct placement when White-Glove service applies.
Inspect the merchandise.
Report visible damage or discrepancies.
Acknowledge receipt of the order.

A person accepting delivery at the designated address may be treated as authorized to accept the merchandise on the customer's behalf.

Parcel deliveries are subject to the applicable carrier's normal delivery procedures and any required signature instructions.

11. Building Access and Delivery Restrictions

Customers must disclose special building or property access requirements before delivery.

These may include:

Elevator or freight-elevator reservations.
Loading-dock reservations.
Certificates of insurance.
Security or gate procedures.
Limited delivery hours.
Parking restrictions.
Building-management approval.
Restricted service entrances.

Customers are responsible for securing required building permissions and access arrangements.

Please request any necessary certificate of insurance sufficiently in advance.

If the required access arrangements are unavailable when the delivery team arrives, the appointment may need to be rescheduled.

12. Furniture Measurements and Access Clearance

Before ordering, customers should measure the furniture, intended placement area, and entire delivery path.

Important measurements include:

Exterior and interior doorways.
Hallways and turns.
Staircases and landings.
Elevators.
Ceiling heights.
Entry clearances.
Room dimensions.
Narrow passages or other obstructions.

Product dimensions are generally supplied by manufacturers and may be approximate.

Allow sufficient clearance for packaging, furniture legs, arms, hardware, and safe maneuvering.

If correctly supplied furniture cannot fit through the property or into the intended room, this does not automatically make the merchandise defective or incorrect.

A return resulting from a fit or access problem may be governed by our Returns & Refunds policy.

13. Safe and Accessible Delivery Conditions

Customers must provide a reasonably safe and accessible delivery area.

Before delivery, please:

Clear the delivery route of furniture and personal belongings.
Secure pets.
Keep children away from the unloading and assembly area.
Remove snow, ice, standing water, or other hazards.
Provide adequate lighting.
Arrange building and elevator access.
Make suitable parking or unloading arrangements where necessary.

Our delivery personnel may decline to proceed when conditions create a reasonable risk of injury, property damage, product damage, or unsafe handling.

If delivery cannot be safely completed, we will discuss available alternatives, which may include rescheduling.

14. Stairs, Elevators and Extraordinary Access

Our Standard Delivery service for furniture transported by our delivery team is limited to the first safe, accessible ground-floor entryway.

Carrying Standard Delivery merchandise upstairs or into an interior room is not included.

White-Glove Delivery includes in-room placement where the location and delivery route are safe and reasonably accessible.

Stairs, high-rise buildings, limited elevators, long carry distances, narrow access routes, or unusually heavy merchandise may require advance evaluation.

Extraordinary services are not included in either delivery level unless specifically approved in writing.

Examples include:

Crane or hoisting equipment.
Moving furniture through windows or balconies.
Removal or modification of doors, railings, or structural features.
Specialized rigging.
Structural alterations.
Work requiring licensed contractors.

If unforeseen access restrictions prevent the delivery from being completed safely, we may arrange an alternative safe location or reschedule after discussing the available options with you.

No extraordinary service charge will be imposed without prior disclosure and authorization, except where a lawful, previously disclosed fee applies.

15. White-Glove Assembly and Setup

For eligible products, White-Glove Delivery includes ordinary furniture assembly and setup when required.

Depending on the product, this may include attaching manufacturer-supplied legs, feet, backs, bed components, table bases, mirrors, or other standard furniture hardware.

The delivery team does not ordinarily provide:

Permanent wall mounting or anchoring.
Television mounting.
Lighting fixture installation.
Electrical wiring.
Plumbing or gas connections.
Carpentry or construction.
Structural modification.
Repair or removal of existing furniture.
Moving unrelated furniture or household belongings.

Where a product requires wall anchoring or tip-restraint installation, the customer remains responsible for arranging any installation not expressly included in the purchased service.

Please follow all manufacturer safety instructions.

16. Inspecting Merchandise Upon Delivery

We encourage customers to inspect their furniture at delivery whenever reasonably possible.

Please verify:

Product identity and quantity.
Color, finish, and configuration.
Visible merchandise condition.
Included parts and components.
Assembly and placement, where applicable.
Basic operation of powered functions, where practical.

If there is visible damage, a missing item, or incorrect merchandise, notify the delivery team immediately and have the issue documented.

Where possible, take photographs before the delivery team leaves.

For parcel deliveries, inspect the package and merchandise promptly after receipt.

Concealed damage or defects should be reported as soon as reasonably possible, preferably within 48 hours after delivery. This reporting recommendation does not shorten any applicable legal or warranty rights.

Signing a delivery receipt does not waive rights that cannot legally be waived.

17. Damaged, Defective or Incorrect Merchandise

If merchandise arrives materially damaged, defective, incorrect, or materially different from what was ordered, please contact Direct Furniture USA promptly.

We will review the circumstances and determine an appropriate resolution consistent with applicable law and our published policies.

Available remedies may include:

Replacement parts.
Repair or service.
Replacement merchandise.
Exchange.
Authorized return and refund.
Another mutually agreed resolution.

When a return is required because we supplied materially damaged, defective, or incorrect merchandise, no buyer's-remorse restocking fee will apply.

Please do not discard the merchandise or available packaging until you receive further instructions.

If you believe an item is unsafe, discontinue use until the concern has been addressed.

18. Missed or Unsuccessful Delivery Appointments

A delivery may be unsuccessful if:

No authorized adult is available for a scheduled furniture delivery.
The customer cannot be reached.
The address is inaccurate or incomplete.
Required building access has not been arranged.
The delivery path is blocked or unsafe.
The furniture cannot fit through the available access route.
Appropriate unloading access is unavailable.
Correct and undamaged merchandise is refused.

When a missed delivery results from circumstances within the customer's reasonable control, additional costs may apply for redelivery, storage, extraordinary handling, or other necessary services.

Any applicable fee will be disclosed before the related additional service is authorized, or will be governed by an applicable fee disclosed and accepted before purchase.

No failed-delivery charge will apply when the failed appointment was caused solely by Direct Furniture USA or its authorized delivery provider.

19. Refused Deliveries and Customer-Initiated Returns

Refusing merchandise does not automatically cancel an order or guarantee a full refund.

If merchandise arrives damaged, incorrect, or materially nonconforming, report the issue to the delivery provider and contact us.

Refusal of otherwise correct and undamaged merchandise because of a change of mind, fit problem, access issue, or personal preference may be governed by our published Order Cancellations or Returns & Refunds policy.

Our currently published policies provide:

A 72-hour free-cancellation period for eligible orders.
A potential 20% cancellation fee for qualifying customer-requested cancellations after the free-cancellation period when the order has been released for fulfillment.
A potential 20% restocking fee for eligible buyer's-remorse returns after delivery.

These charges apply only under the circumstances stated in the relevant policy. We will not impose both the 20% cancellation fee and 20% restocking fee on the same merchandise.

See our complete policies for eligibility, exceptions, and refund details.

20. Returns and Authorized Pickup

Eligible merchandise may be returned in accordance with our Returns & Refunds policy.

Our currently published policy provides a 30-day return window for eligible merchandise.

Direct Furniture USA arranges or authorizes return transportation for qualifying returns within our New Jersey service area.

Standard authorized return pickup or return shipping is free for eligible returns.

Free return transportation does not eliminate an applicable buyer's-remorse restocking fee.

Customers should not independently hire a moving company, freight provider, or other return transportation service without our prior written approval.

Our business location is not a public return or customer pickup location.

For complete return eligibility, exclusions, fees, and refund procedures, please consult our Returns & Refunds policy.

21. Delivery Holds and Storage

Customer-requested delivery holds may be approved when operationally possible.

A requested hold may change the estimated or agreed delivery timeframe.

Storage or additional handling charges may apply if the customer repeatedly postpones delivery, requests an extended hold, or cannot accept merchandise that is ready for delivery.

Any storage charges will be disclosed before they begin.

We will not assess storage charges for delays caused solely by Direct Furniture USA.

22. Weather and Other Delivery Interruptions

Deliveries may be rescheduled because of circumstances affecting safe or practical fulfillment, including severe weather, flooding, snow or ice, road closures, emergencies, vehicle breakdowns, or government restrictions.

We will notify affected customers when reasonably possible and work to arrange an updated delivery plan.

These circumstances do not eliminate consumer cancellation or refund rights that apply when an agreed delivery obligation cannot be met.

23. Property Damage During Delivery

Please notify the delivery team of fragile surfaces, restricted clearances, or unusual property conditions before delivery begins.

If you believe our delivery team has damaged your property, report the concern promptly.

Please provide:

Your order number.
A description of the incident.
Photographs of the affected area.
Any relevant delivery information.

We may request additional documentation or arrange an inspection as reasonably necessary to review the claim.

24. Delivery Records and Payment Disputes

To document fulfillment and investigate service issues, Direct Furniture USA and its authorized delivery providers may maintain delivery-related records, including:

Recipient names and signatures.
Delivery dates and times.
Product and packaging photographs.
Delivery location documentation.
Driver or delivery team notes.
Relevant customer communications.

Records may be used for proof of delivery, damage investigations, insurance claims, service issues, fraud prevention, and payment disputes.

Nothing in this policy restricts a customer's lawful right to dispute a payment.

If a payment dispute occurs, relevant transaction and delivery records may be provided to an authorized payment processor, card network, financial institution, financing provider, or dispute administrator.

Refunds, charge reversals, and other recoveries will be addressed in accordance with applicable law to avoid duplicate reimbursement for the same transaction.

25. Related Policies

This Shipping & Local Delivery Policy should be read together with our other published policies.

Returns & Refunds:
https://directfurnitureusa.com/policies/refund-policy

Order Cancellations:
https://directfurnitureusa.com/pages/order-cancellations

Terms of Service:
https://directfurnitureusa.com/policies/terms-of-service

For cancellations before delivery, the Order Cancellations policy generally applies.

For returns after merchandise has been delivered, the Returns & Refunds policy generally applies.

If there is a conflict between an applicable mandatory legal requirement and this policy, the legal requirement will control.

26. Contact Information

For delivery inquiries, scheduling questions, damaged merchandise, or assistance with an existing order, contact:

Direct Furniture USA
A registered trade name of Home Elegance Furniture LLC

850 Ridgewood Avenue, Suite B
North Brunswick, NJ 08902

Phone: 732-466-2800
Email: support@directfurnitureusa.com
Website: https://directfurnitureusa.com

Customer Service Hours: Monday–Saturday, 10:00 a.m.–6:00 p.m. Eastern Time

Our business location is used for administrative operations and is not open to the public for shopping, order pickup, or merchandise returns.

When contacting us about an order, please provide your name, order number, delivery address, and a description of the issue.

27. Your Legal Rights

Nothing in this policy limits or waives any consumer protection, warranty, refund, cancellation, or other right that cannot legally be limited or waived under applicable federal, New Jersey, or local law.

If any provision conflicts with applicable law, the applicable law will control.

Direct Furniture USA may update this policy to reflect operational or legal changes. The terms applicable to an existing order remain subject to that order's agreed conditions and applicable law.