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Begining of main content

Common Questions

Customer Service

What are your Customer Service hours and phone number?

Internet Sales:

Monday - Saturday 9:00am - 10:00pm Eastern
Sunday 11:00am - 7:00pm Eastern
1-888-709-5380 Option #1


All Other Inquiries:

Monday - Friday 8:00am - 8:00pm Eastern
Saturday 8:00am - 4:30pm Eastern

Where do I go to get parts?

Missing Parts: If you are missing parts from delivery, please contact our customer care center at 1-800-766-6786. An agent will need to confirm your request to be sure the correct part is ordered. For best results, please have your order number available when calling.


Replacement Parts: If you are seeking to purchase replacement parts not covered under our service warranty, please contact our customer care center at 1-800-766-6786 so that we may check the availability and cost of the parts you seek to order. This may include drawer handles, cushion casings, and cushion cores or other attached parts.


Note: Parts available at our distribution center may take 3-5 days for delivery by ground mail. All other Items may take 3-5 weeks for delivery and are shipped directly from the manufacturer to your home delivery address.

How can I cancel my online order?

If you change your mind once you place your order, you may cancel your order up until the time it is loaded on the truck for delivery, generally three days prior to your delivery date. Once it is loaded, the order cannot be cancelled. It will be treated as a return. When an order is cancelled, the credit may take up to 10 days to post.

Who do I call when I have a problem?

We have an Internet Sales Support Staff ready to help you with your questions about our products and services. Please visit the support section of our web site for further information.

Delivery / Shipping

Where does Rooms To Go deliver?

Use our Zip Code verifier to check if we deliver to your area.

Does Rooms To Go charge for shipping and delivery?

Prices for our products are always offered for as low as possible. We don't hike them up to include any delivery or logistical costs. Our delivery charges may seem high, but the amount we charge is a fair amount to cover all labor and fuel costs associated with delivering to our customers, For an estimated delivery cost, please use our Zip Code verifier to determine your delivery zone.

Can I track my order?

Yes. You will need to have your order number ready when you call our Customer Care Center.

What are my shipping options?

At Rooms To Go, we use our internal fleet of trucks to ship a majority of our furniture. For smaller items like decorative accents, Rooms To Go offers UPS Standard Ground Shipping.

Will I be contacted regarding my delivery?

Yes. After your purchase has been made and confirmed, you will receive an order confirmation via e-mail. The order confirmation will include the items you have purchased, your monies paid, delivery date, shipping and billing addresses and a confirmation number. You will also receive a phone call 48 hours prior to your delivery date confirming your delivery.


If you need to change your delivery date please contact one of our Customer Service Representatives. They are available to take your call Monday-Friday 8:00am-8:00pm, and Saturday 8:00am-4:30pm EST.?Please remember to report all problems immediately so that we can correct the problem in a timely manner.


If you have purchased Online please call 1-888-709-5380 Option #1. Option 2


If you have purchased in our Store please call 1-800-766-6786.

What if my merchandise is delivered damaged?

Please understand furniture is bulky and relatively difficult to transport. Despite careful attention to your product's handling, damages may still occur on rare occasions. If there is a problem with your furniture during delivery, you can contact one of our Customer Service Representatives. They are available to take your call Monday-Friday 8:00am-8:00pm, and Saturday 8:00am-4:30pm EST. Please remember to report all problems immediately so that we can correct the problem in a timely manner.


If you have purchased Online please call 1-888-709-5380 Option #1. Option 2


If you have purchased in our Store please call 1-800-766-6786.

Will you help me setup my furniture?

Yes. Your furniture is delivered from our truck to the inside of your home and is set up for you. Exceptions are selected items (including, but not limited to, occasional tables, sofa tables, entertainment consoles, some dining tables), which require some assembly on your part. These items will not be assembled by the driver.

Will my furniture need assembly?

Most of the furniture we deliver is fully assembled and will be set up for you. Some furniture (including, but not limited to, occasional tables, sofa tables, entertainment consoles, some dining tables), however, may require some assembly on your part. These items usually say "partial assembly required" on the product information page and will not be assembled by the driver.

Will I be charged sales tax?

Applicable sales tax will be added during checkout for orders shipping to: Alabama, Arkansas, Connecticut, District of Columbia, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, New Jersey, New York, North Carolina, Pennsylvania, Ohio, Oklahoma, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, West Virginia and Wisconsin.

Can I pick up my furniture?

If you purchase in one of our showrooms, customer pick up at one of our central Distribution Centers is available depending on where you make your purchase. In some markets, pick up may also be available at various showroom locations. Pick up locations and hours vary according to your place of purchase. Please ask a salesperson for details in your local market. Orders placed online cannot be picked up.


Can I view furniture from online in a real store?

Some products that we sell online are available in our showrooms. As you browse online you will come across rooms that ask you if you would like to see in store." By clicking the box you will be taken to a page that shows you which showrooms carry that particular item.

Can I get a sample of the fabric or leather I am interested in?

Yes. We realize it is important for you to experience the color and texture of the furniture before you make a purchase. When you find a style that you like, simply click on the Order a swatch" option (one will appear if a swatch is available) on the package page. Fill in the requested information and your swatch order will be sent to our Internet Sales Support Staff to be processed. You should receive your swatch order within 3-5 business days. Not all fabric and leather is available in swatch form at this time, but we will continue to add samples periodically.

Gift Cards

Can I check my gift card balance online?

To check your Rooms To Go gift card balance click here.

How do I buy gift cards?

To purchase Rooms To Go gift cards click here.

Can I redeem my gift card online?

Yes. Shop or, choose the merchandise you wish to buy and add it to your shopping cart. At Checkout, a space is provided to enter the gift card number, which is located on the back of the gift card, as well as the PIN number, also provided on the back.

My Account

How do I create an online account?

To create an account with, you must register and enter your basic account information. We will need your First Name, Last Name, e-mail adress, a user id that you select, and a password that you enter. Once we have this information, you are registered and we will confirm this with an e-mail. If you need help creating an account or during the registration process, please call our Internet Sales Support Staff.


The next time that you log on, please use the user id and password that you selected during the registration process.

How can I get my online account password?

If you forget your password, click here to enter your registered email address. We will send your registration information to this address. For your safety, this password should be changed in the registration section once you are logged in.

How do I get on/off your mailing list?

Internet: To add or remove your name from our email list click unsubscribe at the bottom of the next email you receive from us. You may also unsubscribe through your user profile. In order to unsubscribe through your profile you must first be a Registered User who has successfully completed the online Login Process. Once you are logged in to your account, you may select the Change My Profile option and deselect the two options below:


Please send me your newsletter. Send me information on upcoming sales and specials.


Enter your password, and click 'OK'


You can also be removed by contacting our Internet Sales Support Staff at 1-888-709-5380 Option #1 or via email at


Store: If you are receiving our store mailers, please email or call our call center at 1-800-766-6786.


Can I make a credit payment online?

Yes, you can access your RTG account via the credit provider's website by clicking here.

Does offer financing?

Yes. Apply for our Financing Program. Once you are approved, you may use your line of credit to purchase online or in any Rooms To Go or Rooms To Go Kids showroom.

What forms of payment does Rooms To Go accept?

Rooms To Go accepts VISA, Master Card, American Express, Discover, and both our Rooms To Go and Rooms To Go Kids cards as forms of payment. We also accept Rooms To Go Gift Cards.

What is your policy regarding International Credit Cards?

Please contact Internet Sales Support if you are interested in placing an order to an international address or in using a credit card issued from an international bank. Internet Sales Support is available Monday - Saturday 9:00am - 10:00pm EST, Sunday 11:00am - 7:00pm EST at 1-888-709-5380 Option #1 or via email

When will I be billed for my furniture if I financed my purchase?

Rooms To Go policy is to collect the amount equal to delivery and sales tax as a down payment on all financed orders.

Customers will begin to receive statements from the finance company within 60 days following the date of delivery. You will not be billed or receive a statement prior to accepting the furniture into your home.

Privacy and Security

Is your site secure?

Yes! Security remains the primary concern of on-line consumers, and here at Rooms To Go we have taken the necessary steps in securing your online information. We have implemented secure connections on your Checkout Process, as well as your Account Information.

Will you sell my information?

No. The information that collects will not be sold to a third party. Your information is used by to better our site and make it more convenient for you, our valued customer.

Do you use cookies?

Yes. We use cookies to make our site convenient and not for solicitations.

What if my billing and shipping address are different?

Online retailers are subject to a considerable amount of fraudulent purchases if steps are not taken to protect against them. Online purchases do not allow for physical ID verification, therefore, we require that all online purchases be delivered to an address that has been verified through the customer's billing account. This allows us to ensure we are delivering to the person whose account is charged for the purchase.

Returns, Cancellations and Warranties

What is your cancellation and return policy?

Please view our return policy.

How do I setup a return?

If you have found a problem with your furniture and would like to return it, please view our return policy.

Can I return my items to your store?

Our showrooms are not equipped to accept return merchandise. Once authorized by our Internet Sales Support Staff, you will be advised as to the most efficient return shipment method.

Where can I get warranty information on merchandise?

Please select the type of warranty information you are searching for:


Does the color of the physical merchandise differ from what is on the site?

Because settings on individual monitors vary, it is often hard for us to show the exact color(s) of each item. All images have been optimized to look their best on a variety of different platforms, browsers, and monitors. If you have questions about a particular color of an item, you may wish to email or call our Internet Sales Support Staff at 1-888-709-5380 Option #1 or via email

What if I receive an error during checkout?

Because settings on individuals' browsers vary, along with a host of other conditions affecting online transactions, you may receive an error during our checkout process. We apologize for any inconvenience we may have caused you. Please call or email our Internet Sales Support Staff at 1-888-709-5380 Option #1 or via email to complete your transaction.
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