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FAQs

Online Ordering & Shopping

Shipping and Delivery

Returns and Exchanges

Product and warranty information

Online Ordering & Shopping

Can I order by telephone?

Absolutely! You can reach us at 1-800-888-6861 Monday through Friday, 8:30 AM to 4:45 PM PST. When prompted, please select Option 1.

Do I need a registered account to make a purchase?

No, but we do encourage you to become a registered user so that your address information and order history is on file for future ordering. Registered users can also add their favorite design or collection to their account profile as well as check the status of existing or previous orders.

When will my credit card be charged?

Your credit card will be charged in full at the time your order has shipped. For all custom made orders, your credit card will be charged in full at the time your order has been placed as those orders can not be canceled. See our full Terms and Conditions.

What methods of payment do you accept?

We accept Visa, MasterCard, American Express, and Discover.

Will tax be charged to my order?

We collect sales tax where we are required to by law.Taxes are calculated based on the laws and regulations pertaining to the customer’s shipping address. Each city/state has different laws regarding the taxation of merchandise as well as freight and handling.

What happens if I miss my delivery appointment?

In the event that you miss your delivery appointment our local delivery partner will be in touch to schedule another appointment. Note that some of our delivery partners may charge a redelivery fee in this instance.

What is your cancellation policy?

Custom made orders cannot be canceled with any exceptions. Orders may be canceled only if they have not been shipped. Requests for cancellation must be made immediately as some orders ship the same day. Cancellation requests are not a guarantee that an order will be canceled in time, or not incur any fees. Once an order has shipped, you may be charged for the return shipping and the original shipping charge is deducted you’re your refund. Any and all shipping charges are non-refundable. Please see our full Cancellation Policy here in the Terms and Conditions page.

How do I make changes to or cancel my order?

You can speak with a customer service professional at 1-800-888-6861, or email us at acgsales@jennifertaylorhome.com. You may also use the Contact Us page to send us your request. Please have your order number ready and details of the item(s) you would like to change or cancel.

When can I expect a refund for cancelled item(s)?

It can take anywhere from 5 to 7 business days for your cancellation and refund to be processed. A credit will be issued to the original credit card account or gift card. Refunds generally appear on your credit card statement within one to two billing cycles.

How can I check the status of my online order?

You can check the status of your online order by logging into your account as a registered user, click on My Account, then click on Orders. If you still need assistance with your order, or made your purchase as a guest, you can use the Contact Us page to send an inquiry and someone will get back to you by the next business day or sooner.

Are the delivery dates on your product pages guaranteed?

We strive to provide the most accurate time frames for when you can expect to receive your order, sometimes delays do occur; however, if your order’s production should fall significantly behind schedule, you will receive an email update.

Do I need to take measurements prior to placing an order?

WIt’s always a good idea to consider where items will be placed and any potential delivery obstacles. Please view our measurements prior to your order. Need help determining whether an item will fit? Contact us and we will help walk you through it.

I am receiving an error message asking me to contact my financial institution when I try to check out. What is wrong?

WWe have address verification for credit card validations in place at checkout. If you are receiving this message, it could mean your financial institution cannot validate your address and/or phone number associated with your card. Please confirm the address and phone number you entered is consistent with the one on your billing statement.

Will you share my email, home, or business address with other companies?

We have a strict privacy policy in place and will NOT SHARE your information.

What web browsers does your site support?

For best viewing of www.jennifertaylorhome.com or www.sandywilsonhome.com make sure your browser is up to date with the latest versions. Our site is responsive and is supported on the latest versions of:

  • Chrome
  • Internet Explorer
  • Mozilla Firefox
  • Safari

Shipping and Delivery

What locations do you ship to?

We currently only ship to destinations within the contiguous United States; however, remote areas and island addresses requiring ferry service may be subject to special rates. Please contact our customer service center at 1-800-888-6861 or email us at acgsales@jennifertaylorhome.com for more information on shipping to an address involving ferry service.

Do you ship internationally?

We do not ship internationally at this time.

What methods of shipment do you use?

Swatch orders ship via USPS, while many of our smaller accent items ships via UPS or FedEx. Larger accent items and furniture items are delivered via FedEx or LTL freight.

What are your shipping and handling charges?

Each of our items ship at one of the following standard rates via UPS, FedEx, or LTL: $19, $49, $89, and $199.

Standard shipping via LTL orders are limited to curbside delivery only. You are able to upgrade to room-of-choice delivery for an additional $60. Room-of-choice delivery is limited to only 2 flights of stairs and does not include removal of packaging or assembly.

WhCan I pick up my order at your Irvine, California location?

Yes, you can. Please call 1-800-888-6861 to schedule an appointment for pick up.

I ordered multiple items. Will they be delivered separately or together?

We have multiple warehouses that we ship from and you may receive your items separately if they do not all ship from one location.

Can my order be expedited?

Some in-stock items that ship via UPS or FedEx may be eligible for express shipping for an additional fee. Please contact us prior to placing your order to see if expedited shipping is available for your items and what the charges will be.

Returns and Exchanges FAQ

Can I return an item that I purchase online?

At Jennifer Taylor Home, we want you, our customers, to be happy with your purchases. We understand that there will be times when the item is delivered, and it turns out not to be exactly what you had wanted. We try our absolute best to accommodate your needs, and that is why we offer a 7-day return policy. Please refer to our Returns & Refunds page to see the full details of our return policy and procedures.

An RMA number is required for any and all returns. The RMA number must be present on the shipping label and/or clearly marked on the outside of the return carton. Please contact our customer service at 1-800-888-6861 or email us through our Contact Us page to acquire an RMA number.

What do I do if there is a problem with an item/package I have received via UPS or FedEx?

If the item you received via UPS or FedEx is damaged or defective or you have received the wrong item, please call us at 1-800-888-6861 or send an email through our Contact Us page with your order number and details to initiate warranty service. Our customer service professionals are available Monday through Friday, 8:30 AM-4:45 PM PST, to assist you. In instances of damage, if you email us, please include photos of the item to help expedite the process.

How long does it take to get a refund?

It can take anywhere from 5 to 7 business days for your refund to be processed after we have received all returned products. A credit will be issued to the original credit card account. Refunds generally appear on your credit card statement within one to two billing cycles.

Product and warranty information

What is your warranty?

Jennifer Taylor offers a 1-year warranty from the date of purchase against manufacturer’s defects, (including frame, spring, foam, and construction) with free parts and labor. Qualified defects will be repaired or replaced at the company’s option, at no cost to the customer. Customers are responsible for transportation of the products to and from our corporate warehouse in Irvine, California USA. If the product you have received is damaged or develops a manufacturing defect that is covered by our warranty, contact us at 1-800-888-6861 or through our Contact Us page to get in touch with one of our customer service specialists.

What are the warranty exclusions?

WAll Jennifer Taylor warranties carry the following exclusions: The warranties do not cover damage as a result of misuse, accident, commercial use, institutional use, or shipping damage. These warranties also do not cover protective finishes, velvets, and velvet types, since by their nature, these fabrics are of soft texture and will crush, shade and mark more readily than most fabrics; these characteristics are in no way to be considered to be a defect. Jennifer Taylor warranties extend only to the original purchaser. Any item purchased “as is” including closeouts, floor models and discontinued special purchases are excluded from warranty coverage. Warranties do not apply to our textile accessories.

Where can I find the use and care information on my piece?

Spot clean with a damp white cloth. Blot to remove excess water. Air dry, or consult with a professional upholstery cleaner.

I need a part. How can I order it?

Parts, if available, can be directly ordered from our corporate offices. Please call 1-800-888-6861 or email us through our Contact Us page.

Can I purchase stain, paint, or touchup markers directly from Jennifer Taylor Home?

Sorry, but we do not sell any of these items for consumer use.

Can I use my own fabric on your item?

Jennifer Taylor Home is not able to manufacture items using non-Jennifer Taylor Home fabrics. Every piece Jennifer Taylor Homes manufactures must meet our high quality of standards, and so our fabrics have been tested to ensure the standards law are met.

Do you have samples available?

Fabric swatches are available for most of our products and can be ordered by visiting Swatches

Does your upholstered furniture contain flame retardants?

All Jennifer Taylor Home and Sandy Wilson Home products are 100% flame-retardant free in accordance with California Technical Bulletin TB177-2013.

Where is my product coming from?

For more than 25 years, Jennifer Taylor Home has been producing quality home furnishings. We are committed to providing high-quality products at the best value for our clients. Jennifer Taylor Home and Sandy Wilson Home products are proudly made by our own company owned and operated manufacturing facility in China. Our products are exclusively designed and engineered by us and manufactured solely for Jennifer Taylor Home and Sandy Wilson Home in accordance with our strict specifications.

How do I get added to your email list?

Click on the word “subscribe” at the bottom of the page to get first looks at exciting new product launches as well as be the first to know about upcoming sales and promotions.

How do I stop receiving Jennifer Taylor Home emails?

To be removed from our email list, simply click the word “Unsubscribe” at the bottom of one of our emails.