FAQ's - Frequently Asked Questions

Below are Frequently Asked Questions from customers we have received over the years. We would be happy to answer any questions you don’t find answers to on this list.

Call 240-669-3041 from 10 AM to 6M EST Monday through Friday, and 10AM to 5PM EST Saturday and Sunday.

Email info@lanafurniture.com anytime and we will do our best to respond between 1-2 hours during the week and within 24 hours on the weekend.

Why should I buy from Lana Furniture?

We have been in the furniture business since 2000. We are an authorized dealer for all of the manufacturers we sell and are more than happy to give our customers contact information to verify our accounts.

Brand New Factory Direct - Your furniture comes brand new, direct from the factory. It is never furniture that has been sitting around a warehouse for years or beat up from being on a showroom floor. Showroom samples will be clearly indicated/marked on our website, if we have them.
We are experts at special orders - all direct orders from the factory are a "special order." Most furniture retailers want to sell what they have "in stock," so they are not set up to handle direct factory orders, but we are. Special Orders are all we do and we love it!

What is White Glove Shipping/Delivery?

"White Glove" means in-home delivery and set up. But not all White Glove services are equal. There are huge differences in the definition of what White Glove indicates, and it varies widely from different furniture websites. Our White Glove promise is that your furniture is inspected and deluxed before the furniture gets to your home, something that most other companies do not do. White glove means the  items are taken inside your home and carefully placed into whichever space you have designated for it. All packaging is taken away with the delivery company. We do a complete set-up for all furniture orders, with the exception of items shipped via FedEx or UPS. Please see our https://www.lanafurniture.com/shipping-and-returns for more details.

Will my transactions be confidential?

Absoluteley! Lana Furniture does not sell our customer's information or email addresses to any 3rd or outside parties. We do not keep credit card numbers on file, so there is no risk for you. We use Authorize.net for all of our orders.

How does the order process work?

Once you have selected your items for purchase and placed your order on the final check out page, a sales order will be generated. A confirmation will be sent you by email. Your assigned sales person will then check stock with the manufacturer and let you know if there will be any delay in shipping your order. Our sales confirmation will supply you with an estimated shipping date. Once your payment has been successfully processed, we order your merchandise from the manufacturer. Time frames for delivery can vary depending on the customer’s location and distance from the manufacturers.

Free shipping?

There is free shipping for most furniture purchases over $1,200 and free shipping for most accessory purchases over $200. Please see our https://www.lanafurniture.com/shipping-and-returns for more details.

How will my order be delivered?

If your order comes with “White Glove Delivery”, your order will be delivered to you by our contracted delivery specialists. The delivery specialist will call you to schedule a delivery time, deliver your order and set up the merchandise in your home. Please note that we do not schedule the deliveries. Deliveries are scheduled by our contracted delivery specialists. If your order is “drop shipped” or delivered by common carrier your merchandise will be delivered to your door step only and will not be unboxed or set up. You will have to move it inside and put the merchandise together yourself. If the box is damaged you should refuse delivery of that item only, note it on the bill of lading and notify Lana Furniture of the refused merchandise.

Do you do partial deliveries for orders?

We rarely deliver partial orders unless requested by the customer. If that is the case, you may have to pay an additional fee for partial delivery or your discount will be reduced due to partial delivery. Please contact us for more details.

What if I'm not home to receive my furniture?

If you are not home when the delivery arrives, the delivery specialist will return the merchandise to the warehouse. In that case, there will be a second delivery charge. The second delivery charge is applicable only to white glove delivery service, it is not applicable delivery by Fed/Ex or UPS. See terms and conditions for complete details.

How does payment work?

Payment is due at the time your order is placed. All shipping costs are paid to Lana Furniture in your total sales price, in your cart. All charges are paid at the time your order is processed. There are no additional charges unless you have one of the unusual delivery circumstances mentioned in our contract. We take VISA, Discover, and MasterCard. We do NOT take American Express.

What warranty do I have?

Product warranties are provided by the manufacturer and are generally limited to defects in materials and craftsmanship. The manufacturer's warranty begins when the merchandise is delivered. Lana Furniture provides no warranties, either expressed or implied, including but not limited to, implied warranties of merchantability or fitness for a particular purpose. All such warranties are expressly and specifically disclaimed. Lana Furniture shall not be responsible for any indirect, special or consequential damages. Customers that reside in "remote" or other areas not accessible by an authorized restoration center will be responsible for any trip and travel charges incurred in the warranty claim process. Delivery fee of replacement item by the manufacturer due to manufacturer's defect will be incurred by the customer. Delivery fee of replacement item must be pre-paid by the customers.

Can I cancel my order?

Unless the manufacturer allows us to cancel your order, you may not cancel your order, for this reason please buy carefully. If the manufacturer allows us to cancel, we will cancel the order for you. You can return the furniture under our return policy. If you refuse the furniture due to cancellation your refund will be calculated based on our return policy. Additionally, Lana Furniture may cancel your order due to pricing changes from the manufacturer, or out of stock situations and we will notify you immediately, if this happens we will return any funds you have paid to us. Please see our return policy for more details. There is a $10 cancellation fee to all cancellation of order by the customers.
Storage Fees
If you do not accept delivery of your order within 15 days of the call by our delivery service to schedule an appointment for delivery, you will be charged a storage fee until delivery is made to you. See the terms and conditions for complete details.
Legal
If you disrupt payment of the merchandise to us for any reason and we take legal action to collect the money, you agree to pay all reasonable attorney’s fees and storage fees associated with your merchandise.

Do you collect sales tax?

If you are a resident of Maryland, you will pay sales tax to us on your order. For all other states, our customers are responsible for contacting their states Sales Tax Department for information regarding payment.
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