Customer Service

Service Inquiries

Should you experience a problem with your furniture you can contact our service department during regular store hours by phone. In addition, email your request to the contact listed below. The service representative will attempt to identify the problem and determine if it is covered by the manufacturer's warranty. Services provided outside of warranty terms will be subject to a charge that your service representative will inform you of prior to scheduling a service appointment.

Phone: 540-334-3876
Fax Number: 540-334-1111
Click here to e-mail our Service Department

Warranty

We honor all manufacturer’s warranties. In addition all furniture sold by Virginia Furniture Market is warranted to be free of defects in materials and workmanship for a period of one year from date of purchase. Individual manufacturer's warranties may vary. Please contact store for warranty information on specific manufacturers.

Return Policy

Regular Stock Merchandise
We want you to be happy with your purchase. Should you decide the merchandise you selected is not appropriate for your home you may return the item or items within 14 days of receiving the items. Returned merchandise must be accompanied by the original sales receipt and be in the same condition as when purchased. If the item or items are not in the same condition as when purchased you may not receive a full refund or credit. Any item or items returned without a receipt will only be accepted for Store Credit.

Clearance Items
Items identified at the time of sale as clearance merchandise are non returnable.

Mattresses
Mattresses and foundations are non returnable. Tempur Pedic does provide for the return of Tempur Pedic mattresses and foundations for a fee.

Delivery Charges
Delivery charges are non refundable. Should you decide to return merchandise that was originally delivered and you wish to have VFM pickup the items from your home, the original delivery fee is not refundable and you will be charged a pickup charge equal to the original delivery fee.

Miscellaneous Delivery or Labor Fees
Additional fees that you may have paid for moving existing furniture or special handling are not refundable.

Special and Custom Order merchandise
Special and custom order merchandise is not returnable. These are items that are not part of our normal stock and as such we are unable to offer return privileges on these items. Please carefully consider these items prior to purchase.

Premium Protection

We recommend the purchase of premium protection for your furniture purchase. This 5 year protection plan provides you with additional coverage beyond the manufacturer’s warranty. If you do not use the protection plan during its term, supply us with the serial number card of your plan and we will issue you a store credit for the price you paid for the protection plan (not including sales tax). Its that simple…use it or its Free!!!

Delivery

Virginia Furniture Market offers delivery and assembly for products we sell. Same Day Delivery is available for many areas. Your purchase will be assembled as needed, inspected, loaded on our delivery trucks and placed in the appropriate room in your house.

Your delivery date and window may be scheduled at time of purchase for in stock items. For items that are special orders or from incoming stock orders our customer service staff will contact you when your items are received and schedule your delivery.

Should you need to reschedule your delivery window or date we ask that you give us at least 24 hours notice. A charge equal to your delivery fee may apply if adequate notice is not given.

Prior to Delivery
Please have the area where the furniture is to be placed clear and accessible. Our delivery staff is not allowed to move existing furniture in your home or set up any electrical equipment or components. Please let us know in advance of any special situations that will prevent the delivery staff from getting the delivery truck close to your house. For example, steep driveways.

Please have someone over age 18 home at time of delivery to accept and sign for delivery.

Pickups

Our warehouse hours are as follows:
Monday through Saturday 10AM-4:30PM
Sunday Noon-4:30PM

If you will be picking up items purchased before your pickup day, please call our store at 540-334-3876 at least an hour prior to your planned pickup time. This will allow us to have your items pulled and inspected and help you save time.

Some furniture will require assembly. Some items may require significant assembly. Your salesperson will be able to provide you with assembly information for specific items.

Your merchandise will be available for inspection at the time of your pickup. We ask that you inspect your items thoroughly before loading them and leaving the warehouse. On pickup merchandise, if you discover any hidden damage we ask that you return the item to our warehouse for appropriate service or replacement at our option.

We will assist you in loading your merchandise into your vehicle. You are responsible for making sure the items are loaded and tied down in a safe and secure manner