Frequently Asked Questions

 

GENERAL QUESTIONS

Who is Local Overstock Warehouse?

We are a national online retailer based in Lexington, KY since 2001. We are family-owned and operated. We have affiliates in Louisville, KY; Erlanger, KY; Cincinnati, OH and Evansville, IN who help process our online orders. Instead of traditional storefronts, we work out of warehouse locations to keep our overhead low & our prices the lowest in the nation.

Are You Open to the Public?

We are NOT open to the public throughout the week. Our warehouse showroom is ONLY open to the public from Friday – Monday. See our Weekend Sale Info Page for more details about our next warehouse sale.

Do I have to pay sales tax?

You only have to pay sales tax if you are having the furniture delivered to a Kentucky, Ohio, or Indiana address or if you are picking up the furniture directly from one of our affiliate’s distribution centers.

I live near a LOW affiliate, and I would like to buy furniture from your company. Do I have to purchase it online?

No. We suggest that you come to our next Weekend Sales Event at our Warehouse store showroom if you would like to see the furniture before purchasing it. Occasionally we will also have items at our sale that are not online, so it is also an opportunity to see a different selection of home furnishings. And generally speaking, since we use these Weekend Sales to clear out closeouts & surplus inventory, our warehouse sale items are priced a little less than our normal pricing–so you can save even more. Please note: not all of our 5,000+ online products will be at each Weekend Sale. Weekend sales are used to clear out extra inventory at even higher discounts than seen online, but it is only a cross-section of about 10-20% of the items within our online store.

Do you offer catalogs?

We have hundreds of items within our online store, but we do have access to more than 20,000 different products from our vendors. We do not offer our own printed catalogs to the public as the cost of doing so is quite high and would have to be added in to the price of our furniture. With the numerous vendors we carry and a large volume of items in stock, it is next to impossible to produce a complete online catalog that has every product our vendors carry and keep it 100% accurate and up to date. In the unusual event that you’re not able to find what you need on our website, we will give you vendor links to several of our suppliers’ websites that contain additional photos and product information.

Can you send me a manufacturer's brochure?

Due to frequent changes in styles, fabrics and finishes, most manufacturers don’t offer comprehensive brochures of their products. However, if there is an item you are interested in that is not shown on our website, we may be able to e-mail a link from a vendor’s website. Just head over to our Contact Us page, and send us a message with the manufacturer name and model # in which you are interested.

SECURITY QUESTIONS

What happens when I give you my email information?

We respect your contact information as if it were our own. We will never share, rent, or sell your contact information to another party. We use the contact information to pass on valuable information to our existing and prospective customers. Most of our customers appreciate the helpful hints and product information we offer and are pleased to receive this unique service.

PAYMENT OPTIONS

What methods of payment do you accept?

We accept: Cash, MasterCard, Visa, Discover, and Debit Cards. We do NOT accept checks of ANY kind (personal, business, etc.).

Do you offer layaway programs?

Yes, for local residents, we offer 30-day layaways. A 20% down payment is required which is refundable within the first 48 hours. Thereafter the down payment is not refundable and will be converted to an in-store credit that can be applied to future purchases.

Can I cancel my order?

Assuming you have not taken receipt of merchandise, if you cancel your order with in the first 24 hours, we will fully refund all payments with no questions asked. After 24 hours, ALL SALES ARE FINAL. We sometimes make special exemptions to this rule, and only charge a 25% restocking fee, but this is done at our discretion. We simply cannot afford to keep our prices as low as they are, and on top of that, absorb the cost of taking merchandise back. Furniture stores that offer this luxury do so by charging everyone higher initial prices. We ask you to help us keep our prices as low as possible by being 100% sure of your purchase before you make it.

How can you price your furniture so competitively?

We have a low overhead operating structure. We do not have overpaid sales people. We work extremely hard & efficiently. Also, our prices reflect our enormous buying power. We are consistently adding affiliates to our online distribution area, and thus, we are becoming one of the largest, locally owned furniture outlets in the Midwest region. Because we buy in truckload quantities the manufacturers give us better prices than our competitors; in turn, we pass those discounts on to you, the customer.

DELIVERY QUESTIONS

What is your local delivery policy?

For our local customers who prefer delivery service, we offer local delivery (within 80 mile radius) with quality service at an affordable rate. Due to the nature of our business (national online retail), we do not deliver, nor offer “Free Delivery”. Stores that offer free delivery are merely inflating their prices to ALL of their customers so they can give free delivery to the ones that spend the most. Rather than getting into the delivery business, we focus strictly on selling furniture at the lowest everyday prices we can. This gives our customers the opportunity to save money by transporting merchandise themselves.

When can I expect my special order?

Most items on our website are either in stock or available within 1-2 weeks from the time of the order. As soon as your order is received, we will send you an email with an ETA for your items. The order time quoted is our best estimate based on our experience with the furniture manufacturers. However, past performance is not always an accurate indication. Your purchase may arrive earlier or later than expected. Local Overstock Warehouse & our affiliates shall not be responsible for delays due to manufacturer production cycles, stock on hand, availability of materials, transportation difficulties, or any other cause beyond our control.

What if I'm unable to pick up my order when it’s ready?

LOCAL PICKUPS: We request that all purchases be picked up within 7 days of when we notify you of availability for pickup. Due to the constant flow of merchandise in and out of our warehouses, we cannot store your merchandise for an extended period. Layaways and/or purchases of in-stock merchandise that are not picked up within 30 days will, at our option, be converted to an in-store credit. Special orders not picked up within 30 days will be considered a cancellation of order, any amount paid (minus the 50% deposit) will be converted to an in-store credit. The 50% deposit is non-refundable. This non-refundable fee helps us to recoup the cost of placing your custom order, paying for it’s shipping costs, warehousing it when it arrives, making room for it on our sales floor, transferring it to our sales floor, and finally, waiting for the custom piece to sell. Orders that have been converted to in-store credits cannot be refunded.

What if my delivery contains damaged goods?

We pre-inspect all outgoing furniture to ensure that when it leaves our building it’s free of damage and defects. But we understand that freight carriers sometimes mis-handle goods. Please be sure to inspect the boxes for visible damage before signing off on a shipment. If you discover damage to the box during the receiving process, please DO NOT sign the bill of lading, and instead, contact us immediately for instructions (this is very rare). Occasionally, manufacturer defects may not get caught at inspection (usually this is related to assembly of a piece, like holes mis-drilled, part doesn’t fit, etc.). If you notice a manufacturer defect, contact us immediately. We will do everything possible to restore your piece to new condition in as short a time as possible. Often this can be done by replacing the defective part with a new part from the manufacturer. If your piece cannot be restored to new condition, then we we replace it. Please be aware that replacement merchandise and replacement parts may have to be special ordered from the manufacturer and may take some additional time to arrive. Please keep the original packaging in case the item needs to be returned/exchanged. Local Overstock Warehouse & our affiliates are committed to your satisfaction, and we want your online purchase to be a great experience.

LOCAL PICKUPS: We pre-inspect all outgoing furniture to ensure that when it leaves our building it’s free of damage and defects. Any damage that occurs during customer pickup & transportation is the sole responsibility of the shipper and/or purchaser. Occasionally, manufacturer defects may not get caught at inspection (usually this is related to assembly of a piece, like holes misdrilled, part doesn’t fit, etc.). If you notice a manufacturer defect, contact us immediately. We will do everything possible to restore your piece to new condition in as short a time as possible. Often this can be done by replacing the defective part with a new part from the manufacturer. If your piece cannot be restored to new condition, then we we replace it. Please be aware that replacement merchandise and replacement parts may have to be special ordered from the manufacturer and may take some additional time to arrive. Please keep the original packaging in case the item needs to be returned/exchanged.

How long does it take to get my out-of-state order? Will they deliver it inside my house?

SHIPPING (out-of-state): Immediately after you submit your online order, you will be emailed an order confirmation. Usually within minutes of the first email, we will send you a second email that gives you an estimated time of delivery— depending on whether the item is in-stock or not and in what area of the country you live. Please call us at 800-NOW-3032 if you would like to check stock & delivery time of a particular item before purchasing.

You are paying for Curbside Shipping Only. This means delivery of your home furnishings to the closest possible drivable area. The customer is expected to have help available to carry the furniture indoors. Driver assistance at the time of delivery should NOT be expected. You should have at least two people ready at the time of delivery to transport the furniture to the desired location. Some furniture pieces can be very heavy so transport the boxes carefully and read all instructions on the boxes before handling them.

CUSTOMER SERVICE QUESTIONS

How do I contact Local Overstock Warehouse?

Please visit our contact page. Our Customer Service Center operates between 10:00am and 6:00pm Monday-Friday. Emails received during these hours will usually be answered within two working days.

What if I have a complaint?

We are determined to provide the easiest, best, and least expensive way to buy furniture in the Midwest, as well as throughout the U.S., and we are not satisfied unless all our customers are delighted with their experience shopping at Local Overstock Warehouse & our affiliates. In the unlikely event that you do not enjoy your experience shopping with us, please contact us. We will acknowledge your complaint within two working days and will do our very best to resolve the issue as fast as possible.

Please note: if you purchase anything directly from one of our affiliate’s warehouse showrooms & not online, you will be agreeing to the Weekend Sale policies & procedures of that particular affiliate, and those policies & procedures may differ from those found within Local Overstock Warehouse’s online store.

POLICY QUESTIONS

How will you use my personal details?

Local Overstock Warehouse has a strict policy of keeping all customer information entirely confidential. We will never pass your details on to a third party.

Does Local Overstock Warehouse & its affiliates have a return policy?

Because of our extremely low prices ALL SALES ARE FINAL. We simply cannot afford to keep our prices as low as they are and, on top of that, absorb the cost of taking merchandise back. Furniture stores that offer this luxury do so by charging everyone higher initial prices. We ask you to help us keep our prices as low as possible by being 100% sure of your purchase before you make it.

What is your service policy?

We’ve put our years of experience in the furniture business to good use by selecting high quality products that do not normally need warranty service. However, no man-made product is perfect. If you do have a problem, we will work with you and the manufacturer to ensure that you are serviced to the full extent and terms of the manufacturer’s warranty. Please be aware that most warranties do not cover transportation costs or on-site inspections. It may be necessary for you to bring your merchandise back to our store for inspection and/or service. We will try to avoid this whenever possible. If you believe you have a warranty claim, please fill out our Warranty Submission form on our Contact Us page. Also, emailing us photos of the problem can significantly speed up the warranty claim process and may avoid the need to transport merchandise.

What is your warranty policy?

We honor all manufacturer warranties on the products we sell. Specifics of warranty service will depend on the item, the nature of the problem, the manufacturer and your location. Further details on manufacturer’s warranties will generally be attached when you receive your new furniture. Again, if you believe you have a warranty claim, please fill out our Warranty Submission form on our Contact Us page.