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Frequently Asked Questions



Placing an order:


How can I place an order?


We provide three methods for placing an order: online, over the phone, and in-person. Our brick-and-mortar store is one of the greatest advantages that separates us from many of our rivals.


In our store, you can see and feel a piece of furniture before purchasing it, or you can search through a variety of catalogs to find what you want.


What exactly happens after ordering?

IF ORDERING ONLINE


Following the submission of your order and processing of your payment, you will get:


  • Automatic order confirmation via email

  • A follow-up email or call within 2 business days informing you of the item's availability and pick up time

  • If delivery was purchased, you will receive an additional call setting up delivery details and courtesy call 30 minutes before your scheduled delivery time

  • ID and credit card used for the order will be verified at the time of pick up or delivery

BY PHONE OR IN PERSON


Expect the following when making a purchase over the phone or in person at our showroom:


Your sales representative will complete your order, collect payment, and work with you to schedule delivery.

a polite call 30 minutes before your delivery time on the day of delivery


Payment Information:


When will I be charged for my order?

Immediately after placing an order with a credit card online or in-store.


What methods of payment do you accept?

We accept payments from major credit cards.


Do you offer financing?

Yes, we work with several financing companies.



Delivery Information:


How will I know if my furniture fits?


It is the clients' responsibility to confirm that the new furniture will fit in the desired area. Buen Hogar Furniture is not responsible if the furniture does not fit. If a customer wants to return an item because it doesn't fit, there will be a 30% restocking fee that does not cover delivery fee back to our warehouse.


The client must sign a liability disclaimer for any damage done to the furniture or surrounding area during delivery if there is insufficient clearance via a door or hallway.


How soon will my furniture be delivered?

Due to COVID 19 supply chain issues item availability varies. When you place your order our sales representative will inform you of the estimated delivery or pick up date.


Do I need to take any action before my scheduled delivery date?


  • During the delivery window, kindly make sure an adult (18 years of age or older) is present.

  • Please inform us of any specific arrangements required to enter your home.

  • Please make sure the walkway and the location you want the item placed in are free of obstructions before the delivery.

  • Existing furniture cannot be moved in order to make way for the new item by the delivery staff.

  • To protect your possessions and the safety of our delivery personnel, keep the area free of any obstacles.

What can I expect during delivery?


Our delivery staff will give you a call as a courtesy 30 minutes prior to your delivery schedule.


Our staff will be at your home for one to three hours, depending on how complicated the delivery is. You have nothing to be concerned about! All that we ask is that you stay present throughout the delivery and setup.


Please keep a safe distance from our delivery personnel to ensure your safety and the safety of your loved ones, especially children and pets. Our delivery staff needs space to work, and large furniture needs to be moved around.


What must I complete before the delivery crew departs from my house?


You must carefully examine your new furniture before our delivery staff leaves your home. Once you have signed for the delivery you are acknowledging the items have been received in good condition. Any claims after the delivery team has left are invalid.


Can I pick up my furniture myself?


Yes! Customers can pick up their order at our store.

Items are not assembled. Please purchase assembly when checking out online or inform our sales associate when placing your order.


If you opt out of assembly by Buen Hogar Furniture professionals, you assume all responsibility. We are not liable for furniture damage that results from poor assembly. In addition, if the furniture item is not assembled by our employees, the warranty will be null and void.


Please bring your own blankets and tie-down traps! Buen Hogar Furniture is not responsible for any damage to your furniture. It is your responsibility to load your merchandise and ensure it is protected during transit.


What are your delivery/pick-up hours?


Delivery Hours Tuesday – Friday 10:00pm to 7:00pm

Pick up Hours

M - F: 10AM - 7PM

SAT - SUN: 11AM - 5PM


Can I reschedule my delivery appointment?


Absolutely! You can reschedule your delivery by calling (562) 801-8383. To avoid a fee you must call at least 24 hours in advance to allow other clients to take your time slot.

Rescheduling within 24 hours will result in an $100 fee and you will have to schedule a new delivery time and pay a new delivery fee.

Missed appointments will result in a forfeit of the original delivery fee.



Returns and Exchanges:


Can I return my order and get a refund?


Unfortunately, no. Once merchandise has been delivered, it may not be returned for a refund. If you cancel an order before it has been picked up or delivered, there will be a restocking fee of 30% and any remaining balance will be issued as in-store credit only.


For more information on returns and exchanges.



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