FAQs

Shopping & Payment

  • Q:
    Do you have a showroom/store that I can see/test the couch before I order?

    A:

    We are an exclusively online furniture store and currently do not have a showroom or store for visits. Rest assured, we're constantly evolving to serve you better, and as soon as we establish a brick-and-mortar location, we'll promptly announce via our email newsletters and social media channels.

  • Q:
    Would like to take a closer look at your materials and colors. Can I get a fabric swatch?

    A:

    Yes, we would be delighted to send you swatches. Please click "GET FREE SWATCHES" on the product page of which you would like to get swatches and fill in your shipping information then submit the order. Fabric samples are approximately 3 in x 4 in (8 cm x 10 cm) piece. Please note we have a limited stock of swatches, so we may not always be able to send you every swatch you're interested in.

  • Q:
    How is the orientation of a sectional determined?

    A:

    Our sectionals are available in 2 orientations. Left hand means the chaise is on your left side when you’re facing the sofa. Right hand means the chaise is on your right side when you’re facing the sofa. Some of our sofas are modular or reversible, which means that the orientation can be either left- or right-hand facing.

  • Q:
    Can I customize a product or buy only part of the sofa?

    A:

    Please reach out to our customer support through our Live Chat or send us a message via Contact Us page for special orders.

  • Q:
    What types of payment do you accept?

    A:

    We accept all major credit cards, including Visa, MasterCard, American Express, and Discover, as well as Klarna, PayPal, Shop Pay, Apple Pay & Google Pay.

  • Q:
    Do you offer financing options?

    A:

    Yes. You could do payment plans with Affirm if you have a Shop Pay account. Klarna is enabled as well. Please select the installment methods during checkout.

    For Affirm's full payment terms and disclosure requirements, please refer to this link: https://www.affirm.com/how-it-works.

    For Klarna's full payment terms and disclosure requirements, please refer to this link: https://www.klarna.com/us/what-is-klarna/

  • Q:
    If the item I purchased goes on sale after the item is delivered, can I file a price match?

    A:

    Yes. You can guarantee a 30-day price match.

My Order

  • Q:
    How can I change my shipping details?

    A:

    Please contact us as soon as possible before we ship your order. If your order has been shipped already, changing the shipping address might cause
    a delay on your order and might generate additional charges.

  • Q:
    How to cancel my order?

    A:

    If you decide to cancel your order before you receive it, we will issue a full refund. Please contact us to cancel your order. You will receive a confirmation email shortlyafter. In the event of a courier call, inform them of your decision to refuse the delivery.

    Please note we are unable to accommodate changes and cancellations for special/custom orders and items marked as 'Clearance' or specified as on 'Final Sale'.

  • Q:
    How do I track my order? Do I need to have an account to track my order?

    A:

    When you place an order with us, you will receive the order confirmation via email. For items with a lead time, we'll let you know as soon as your items reach our warehouse and are ready for ship. Once the order has shipped you will also receive a shipment notification email that will contain the tracking link. If you can’t find these emails in your inbox, please check your spam or promotions folder.

    You can also log in and go to "My Orders" page to check your order status or reach out to our customer support through our Live Chat or send us a message via Contact Us page.

Shipping & Delivery

  • Q:
    Where do you ship to? How much is delivery?

    A:

    We offer free Standard Curbside shipping across the United States, exclude Hawaii, Puerto Rico, and Alaska.

    We also offer paid Indoor Delivery, Room of Choice and White Glove Service. Please visit our Shipping, Returns & Refunds page for full details on our Upgrade Shipping Charges.

  • Q:
    How will my item(s) be delivered?

    A:

    If you have selected Standard Curbside Delivery, it will be a curbside delivery service only. In this case, you may need someone to help you with moving the furniture into your house.

    If you have selected Indoor Delivery, the delivery team will bring the item(s) into your first entrance.

    If you have selected Room of Choice, it will include delivery to your room of choice as well as unpacking and removal of all packaging materials.

    If you have selected White Glove service, it will include indoor delivery, unpacking and removal of all packaging materials. However, we only accept returned products that are in original packaging. So if you would like to decide later whether to return the item(s), please make sure you ask for all the packaging from the delivery team.

  • Q:
    How long will my order take?

    A:

    For items in stock, it will be shipped in 1 week and arrived in extra 2-3 weeks depending on your location. Thus, it will take 3-4 weeks in total to arrive after you place the order.

    For items with a lead time, the arrive time would be the lead time plus 2-3 weeks.

  • Q:
    Can I pay for expedited shipping?

    A:

    Unfortunately, we are unable to offer expedited shipping services currently. However, please be assured that we are relentlessly coordinating with our factories, warehouses, and logistics partners to minimize lead times and prevent delays. We will promptly notify you of any updates as they occur.

  • Q:
    Can I schedule the shipment to meet my plan if I don’t want to receive it too soon?

    A:

    Yes, we can delay the shipment according to your request. Please reach out to us before we ship your order and let us know the specific date you want the furniture to deliver. If your order has been shipped already, please speak to us and we will try and help as best we can.

  • Q:
    Can I schedule the delivery date? Do you deliver on weekend?

    A:

    Yes. Once your item(s) arrives at the final facility, the carrier will contact you for a delivery appointment date based on your availability. They will provide a delivery timeslot (typically a 4-hour window) the day before
    delivery. The carrier will deliver between Monday - Friday from 8:00 a.m. - 5:00 p.m.

  • Q:
    Are there options for contactless delivery or haul-away services for old or used furniture?

    A:

    Unfortunately, we currently do not offer contactless delivery options or haul-away services.

Returns, Exchanges & Warranty

  • Q:
    How many days do I have to return the product if I don't like it?

    A:

    If you don't love your new furniture, you can return it within the first 30-days. It commences from the date goods are received. Do note that we only accept returned products that are in original packaging and like-new condition. Please refer to the Shipping, Returns & Refunds page for more information.

  • Q:
    Can I apply an exchange?

    A:

    Only identical product can be requested for exchange with valid reason, such as shipping damage or manufacturer defects. Otherwise, you will need to return your item(s) under our return policy and place a new order at your convenience.

  • Q:
    What should I do if I receive a defective product?

    A:

    We’rereally sorry about that. Please refer to the Shipping, Returns & Refunds page for how to deal with Damaged, Defective or Wrong Items upon delivery.

  • Q:
    Do you offer warranty for your products?

    A:

    Yes. We offer 1 Year Limited Warranty for frame structure. The warranty period commences from the date item(s) are received. Please note the fabric is not covered. If there’s any issue with the fabric, you can always contact us here and we will do our best to provide a solution based on different scenarios.

  • Q:
    Can I buy extended warranty?

    A:

    Currently we do not offer extended warranty plans. Nonetheless, we understand the value of such options for our customers and are proactively seeking partnerships to provide extended warranty plan options. We'll promptly announce via our email newsletters once we reach an agreement.

SwatchesThe ACV+

  • Q:
    What is the trade discount?

    A:

    We offer a competitive discount of 7% to 30% (based on tier rewards) for all eligible retail products on acanva.com.

  • Q:
    Who qualifies to join The ACV+?

    A:

    The ACV+ is available to design and trade professionals for their respective services and projects. To qualify, a verification to your business with the proper credentials should be submitted during the application process.

  • Q:
    What credentials will be required during The ACV+ application?

    A:

    You will need to submit one or more of the following supporting documents during the application process.

    - Valid membership in any major design organization / national industry organization (e.g., ASID, IIDA, AIA, NKBA, IDC)

    - Valid interior design accreditation / certification (e.g., NCIDQ, CCIDC)

    - Valid Business License, EIN, or Resale Certificate

    - Website and / or Instagram reference

  • Q:
    How do I apply for The ACV+?

    A:

    To apply for The ACV+, complete this Trade Application. You will be notified of your membership status within two business days via email.

  • Q:
    Does The ACV+ offer tax exemption?

    A:

    For waiver of sales tax on qualifying orders in any of these states, kindly upload your resale certificate(s) in the application.

    Do note that sales tax rates vary by state and are subject to change.

  • Q:
    How to access The ACV+ account?

    A:

    Click here to log in.

  • Q:
    How do I place an order from The ACV+ account?

    A:

    Once The ACV+ account is activated, simply log in to shop and place an order on acanva.com. Then apply the ACV+ discount code during checkout.

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