FAQs

Availability of Items

 

Why can’t I buy everything I see on your website online?

Our website features many different items that have been shared with us directly from our vendors. While our hope is that our vendors are able to update these catalogs when items are discontinued or no longer available, there are times when this does not happen in a timely manner. In an effort to reduce any errors due to vendors discontinuing products, we only allow items that we currently have available for direct order as purchasable online. If you wish to purchase an item that is not available for immediate purchase via our website, please use the “Request More Information” button and someone from our online sales team will contact you with information regarding this product’s availability and pricing.

 

What does “See in Store” mean?

For most items when “See in Store” is visible in the availability section this item is part of our showroom floor and a customer could view this item in person. Items that are part of our showroom floor are used for ordering purposes only and are not available for immediate delivery or pick-up. Mattresses that are marked as “See in Store” refer only to being able to try the feel and comfort level of the mattress. Specific sizes may not be on display, but that style will be available for comfort testing in store.

 

What does “In Stock” mean?

For most items when “In Stock” is visible in the availability section this item has a quantity available for immediate delivery or pick-up. No guarantee exists for in stock merchandise due to fluctuations in daily sales and our inventory system. Our inventory system updates nightly and sales through the day are not reflected until after that update. If you are unsure of the availability of an item, please message us via the web chat window located in the lower left corner of our website.

 

Can I customize furniture online?

At this time, we do not have the ability to allow you to specify fabric selections in order to customize your furniture for online purchase via our website. Our online sales team is available to assist you remotely for any custom furniture selections via our web chat window located in the lower left corner of our website. They can guide you through frame and fabric selection via text message and show examples of fabrics and frames with images directly from the store. They can provide you with a quote and send you a secure payment link in order to place your custom furniture order. Feel free to message them directly for assistance or to request an appointment for an in-store consultation.

Sales & Orders

 

When can I expect my order?

All orders that are placed will be hand processed by one of our sales team members during normal business hours. At that time all items ordered will be checked for availability from our own warehouse as well as the manufacturer. Due to current shortages of raw materials along with health regulations and requirements some of our manufacturers are experiencing unusual turnaround times. Your estimated delivery date will be provided to you once your order has been processed. Current average delivery windows are between 10 to 16 weeks from date of order.

 

Can I cancel my order?

All sales are considered final once they have been placed. If you believe you have made an error on your order, you can contact our online sales department at orders@gustafsonfurniture.com for assistance.

 

Can I return items from my order?

All sales are considered final and returns are only at the discretion of management. All returns that are approved by management are subject to a 30% restocking fee.

Delivery & Pick-up

 

What is your delivery area?

Our store is located in Rockford, IL and we consider a 30 mile radius from our store as our local delivery area. Our extended delivery area is a 70 mile radius from our store. Anything beyond 70 miles is available by a quoted price only. If you would like to place an order with us and are beyond the 70 mile radius from our location, please contact orders@gustafsonfurniture.com for assistance.

 

How do I schedule delivery?

Once all items are available from your order a member of our customer service team will contact you with possible delivery dates that are available. Once your delivery date has been scheduled, the evening prior to your confirmed delivery date our customer service team will contact you with your 2 hour delivery window.

 

How do I pick up my order?

Once your items are available for pick-up, we will notify you that they are ready for you to pick them up. Once you arrive at our store, visit customer service and notify them that you are here to pick up your order. They will have our warehouse pull your item and direct you where to go in order to pick up your order.

 

For additional information about our delivery options please review our Delivery Menu.