FREE PICK-UP

Customer Pick-Up is available at no additional charge at our designated pick-up location:

Primo Furniture & Mattress
8279 Shoppers Square
Manassas, VA 20111

Pick-up must be scheduled in advance.
Customers must wait for confirmation that their order is ready before arriving.
A valid photo ID may be required.
Customers are responsible for bringing an appropriately sized vehicle.
Customers are responsible for safely securing merchandise in or on their vehicle.
Furniture may be provided in its original packaging and may require assembly.

Damage After Pick-Up

Any damage discovered after customer pick-up must be reported directly to Primo Furniture & Mattress within 24 hours of pick-up.

Damage claims submitted more than 24 hours after pick-up cannot be processed under the Damaged Merchandise Policy.

2. STANDARD DELIVERY

Standard Delivery rates are based on the distance from the designated Primo Furniture & Mattress delivery location.

1–5 miles — $50

Over 5–20 miles — $99

Over 20–40 miles — $199

Over 40 miles — Delivery Not Available

What Standard Delivery Includes

Standard Delivery is a door delivery service.

Merchandise will be delivered to the customer’s door or immediately inside the door when access and safety conditions permit.

Standard Delivery does not include:

Assembly
Installation
Placement in a specific room
Moving existing furniture
Carrying merchandise to upper floors

Customers who require furniture to be placed in a particular room and assembled should select Delivery + Assembly.

3. DELIVERY + ASSEMBLY

Customers may add Delivery + Assembly service for an additional $100 per order.

The $100 assembly charge applies to the entire eligible furniture order, not to each individual furniture item.

Delivery + Assembly Pricing

1–5 miles — $150
$50 Delivery + $100 Assembly

Over 5–20 miles — $199
$99 Delivery + $100 Assembly

Over 20–40 miles — $299
$199 Delivery + $100 Assembly

Over 40 miles — Not Available

Delivery + Assembly Includes

Delivery of the merchandise.
Bringing eligible furniture to the customer’s designated room.
Unpacking merchandise as necessary for assembly.
Assembly of eligible furniture included in the order.
Placement of assembled furniture in the customer’s designated room.
Basic removal of assembly-related packaging.

Upper Floors

For Delivery + Assembly service to the second floor or higher, an additional $30 charge applies.

4. CUSTOMER RESPONSIBILITIES FOR DELIVERY

Customers are responsible for:

Providing an accurate delivery address and contact information.
Ensuring that an adult 18 years of age or older is available to receive the delivery.
Ensuring adequate clearance through doors, hallways, stairways, elevators, and other access points.
Clearing the delivery path before the delivery team arrives.
Ensuring that the purchased furniture will physically fit into the residence and intended room.
Providing safe and reasonable access to the property.
Informing Primo Furniture & Mattress in advance of stairs, elevators, restricted access, or other conditions that may affect delivery.

Primo Furniture & Mattress reserves the right to decline to move an item through an area when doing so could reasonably create a risk of personal injury or damage to the merchandise or property.

Delivery and assembly charges are non-refundable once the service has been scheduled, dispatched, attempted, or completed.

5. CANCELLATIONS AND REFUNDS

Cancellation Timeframe

To ensure orders are processed efficiently, cancellation requests must be submitted within 24 hours of placing the order.

Customers must contact Primo Furniture & Mattress to request a cancellation.

After the initial 24-hour cancellation period has expired, the order will be subject to a 30% restocking/cancellation fee based on the total order value.

Order Confirmation and Payment

After an order is placed, a representative from Primo Furniture & Mattress will contact the customer by email to confirm the order details and verify that all information is correct.

Payment will be processed once the customer confirms the order or 24 hours after the order is placed, whichever occurs first.

Cancellation Fees

Within the First 24 Hours

The customer may receive a 100% full refund with no cancellation fee, provided the merchandise is not already in Primo Furniture & Mattress’s possession, in transit, or otherwise subject to the exceptions stated in this policy.

After 24 Hours

Cancellation requests submitted after the initial 24-hour cancellation period are subject to a 30% restocking/cancellation fee calculated on the total value of the order.

The customer will be eligible for a refund of the remaining 70%, subject to applicable transportation or service charges.

Merchandise Already in Possession or Transit

If merchandise is already in Primo Furniture & Mattress’s possession, in transit to our warehouse or the customer’s address, or ready for delivery, a 30% restocking/cancellation fee will apply.

Delivery and Assembly Charges

Delivery and assembly charges are non-refundable once the service has been scheduled, dispatched, attempted, or completed.

6. SPECIAL ORDERS AND BACKORDERS

Backordered Merchandise

If merchandise is on backorder, the customer may choose whether to wait for the merchandise.

If the customer chooses to proceed with a backordered item, the purchase will be classified as a Special Order.

The customer will be required to sign or otherwise provide written acceptance acknowledging the backorder status and agreeing to proceed with the purchase.

Once accepted as a Special Order, the order cannot be cancelled or returned, except where otherwise required by applicable law.

7. ESTIMATED ARRIVAL TIME

All merchandise arrival dates provided by Primo Furniture & Mattress are estimates and are not guaranteed delivery dates.

The standard estimated arrival period is up to 20 days.

Manufacturer, supplier, transportation, inventory, weather, or other circumstances outside Primo Furniture & Mattress’s reasonable control may affect the estimated arrival time.

There is no guaranteed delivery date unless Primo Furniture & Mattress expressly provides one in writing.

If merchandise has not arrived within the stated 20-day estimated period, the customer may contact Primo Furniture & Mattress for an updated order status and available options.

8. SHIPPED MERCHANDISE

Once an order has been shipped or placed in transit, it cannot be cancelled without applicable charges.

A 30% restocking/cancellation fee, together with any applicable return transportation costs, will apply.

9. RETURNS

Eligible merchandise may be returned within 30 days of delivery, subject to the conditions below.

Return Eligibility

To qualify for a return:

The return request must be initiated within 30 days of the delivery date.
Merchandise must be new and unused.
Merchandise must be in its original packaging with all accessories, parts, and components.
Merchandise must remain unassembled and unmodified.
The customer must obtain a Return Merchandise Authorization (RMA) from Primo Furniture & Mattress before returning merchandise.

Items Not Eligible for Return

The following merchandise cannot be returned:

Final Sale merchandise
Special Order merchandise
Backordered merchandise accepted by the customer as a Special Order
Mattresses
Foundations
Bedding and linens
Individual pieces or sections of sectional furniture
Cordless power packs

Restocking Fee

Approved returns are subject to a 30% restocking fee based on the total value of the merchandise being returned.

Return Transportation

The customer is responsible for all return transportation costs.

If Primo Furniture & Mattress arranges transportation of returned merchandise, an estimated transportation charge of $2.50 per pound may apply.

Additional charges may apply for missing parts or components, refused deliveries, incorrect delivery addresses, or other circumstances resulting in additional transportation or handling expenses.

Return Procedure

Once an RMA has been issued, the merchandise must be received by Primo Furniture & Mattress within 20 days of the RMA issuance date.

Applicable restocking fees, transportation charges, and other costs will be calculated and communicated to the customer.

Refunds will be processed after the merchandise has been inspected by Primo Furniture & Mattress or an authorized third-party representative.

Circumstances That May Reduce or Prevent a Refund

A refund may be reduced or denied when:

Merchandise has been used, damaged, modified, or altered.
Merchandise is returned without its original packaging.
Parts, accessories, or components are missing.
The required RMA has not been obtained.
The merchandise otherwise fails to satisfy the return requirements established in this policy.

10. DAMAGED MERCHANDISE

Although every effort is made to deliver merchandise in good condition, damage may occasionally occur during transportation or delivery.

24-Hour Damage Reporting Requirement

Customers must report damaged merchandise directly to Primo Furniture & Mattress within 24 hours of delivery or customer pick-up.

Damage claims submitted more than 24 hours after delivery or pick-up cannot be processed under this Damage Policy.

Customers should report transportation or delivery-related damage directly to Primo Furniture & Mattress, not to the delivery company or transportation provider.

Primo Furniture & Mattress will coordinate eligible transportation-related damage claims with the appropriate carrier, supplier, or manufacturer.

Customers may be required to provide photographs, videos, order information, and other reasonable documentation necessary to evaluate the claim.

Repair or Replacement

If the manufacturer determines that damaged merchandise can be repaired, Primo Furniture & Mattress will arrange for an authorized technician to perform the necessary repair at the customer’s residence at no additional cost to the customer.

When the manufacturer determines that an item can reasonably be repaired, a return, refund, or exchange will not be provided solely because the merchandise arrived damaged.

If repair is not appropriate and the manufacturer authorizes replacement, Primo Furniture & Mattress will coordinate the approved replacement.

Customers should retain all original packaging for damaged merchandise until the claim has been resolved because the packaging may be required for inspection, repair, return, or replacement.

11. REFUNDS

Approved refunds will be returned to the original form of payment.

Processing times may vary depending on the customer’s bank, credit card company, or financial institution.

Any applicable restocking, cancellation, transportation, delivery, assembly, or other authorized charges will be deducted from the refund.

12. OWNERSHIP AND RETURN OF MERCHANDISE

If a refund or chargeback is issued for merchandise that remains in the customer’s possession, ownership of that merchandise returns to Primo Furniture & Mattress to the extent applicable to the refunded transaction.

The customer must cooperate with Primo Furniture & Mattress in returning or recovering merchandise for which a refund or chargeback has been received.

Failure to return merchandise after receiving a refund or chargeback may result in appropriate collection or legal action.

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