Bob's Discount Furniture FAQs

Bob's is proud to guarantee that our manufacturers properly construct our items using proper materials.

A defect is a failure in these materials or workmanship during Bob's one-year guarantee period.

Examples include, but are not limited to:

Splitting or cracking of solid wood,

Separation of seams in upholstery, and

Failure of reclining mechanisms including motors

We provide the 2-hour estimated timeframe/time window as a courtesy to our customers.

The service technicians do their best to stay within the estimated timeframe. However circumstances may arise that are beyond our control and may cause the technicians to arrive earlier or later than the estimated timeframe.

Our online Delivery and Service Tracker can be a useful tool to help you track the estimated arrival time and to keep you updated throughout the day.

You may track your service at mybobs.com with our online Bob's Delivery and Service Tracker.

This feature automatically updates throughout the day as your service technicians complete each of their stops.

We provide this tracker to help you estimate arrival time on the day of the expected service. Technical issues may occur outside of our control that may alter the accurate projected arrival time.

If you do not have Internet access, you can always call Customer Care 860-474-1000 or 800-569-1284, and we will be more than happy to assist you in getting your timeframe.

Yes! You can track your Delivery or Service online with Bob's Delivery and Service Tracker. Look up your Delivery or Service window up to 2 days in advance of the scheduled date.

Simply enter your phone number or customer number (found on the upper left hand corner of your receipt, above your name) in the appropriate space provided.

On the day of your scheduled Delivery or Service, the Tracker provides a 30-minute window for the expected arrival time.

This timeframe will continually update based on driver GPS location to provide the most current, real-time arrival estimates. If you do not have Internet access, you can always call Customer Care at 860-474-1000 or 800-569-1284, and we will be more than happy to assist you in getting your Delivery or Service window information.

Items shipped via FedEx cannot be tracked using Bob's online Delivery & Service Tracker.

Please note: mybobs.com and the Delivery & Service Tracker tool are not compatible with Internet Explorer 7 (IE7). Upgrade your browser to a newer version in order to shop mybobs.com and use the Delivery & Service Tracker tool, and all our other website tools and features effectively.

Refer to your owner’s material to determine the cleaning information for your new furniture.

Clean spills immediately with a soft, slightly damp cloth.

Bob’s wood furniture may be washed with a mild soap intended for that purpose or a wood furniture cleaning product available in most grocery stores. Following the directions on the product, use a soft cloth and wipe with the grain.

A furniture polish may be applied for a protective coating.

You can use my handy online delivery scheduler for all items eligible for BOBtastic Delivery Experience!

If you choose to pick up your furniture, a BOBtastic Delivery Specialist will contact you within 24 hours of placing your order to schedule pickup. All items that ship directly from the factory, such as Value Express items, are delivered via FedEx.

If you have selected BOBtastic Delivery Experience, expect a reminder call two days before delivery.

On the day of delivery, a BOBtastic Delivery Experience Specialist will place your item(s) in your room of choice, unpack, assemble and clean up. Make sure you measure the delivery path to ensure your item(s) will fit.

Learn more about shipping and delivery.

Refer to your owner’s material to determine the cleaning code for your new furniture.

Vacuum your upholstered furniture regularly and consistently.

Rotate your cushions once a month (if possible) to ensure even wear.

Using the cleaning codes, determine if you need to have your furniture cleaned by a professional.

Clean spills immediately. If you haven’t purchased your new furniture yet, we highly recommend our Goof Proof Protection Plan. It protects your investment for 5 full years!

We will give you a call 5 days before your scheduled delivery to make sure you are still available to receive your new furniture on your scheduled day. If you cannot receive your furniture, you will be given the option to contact us to reschedule.

Changes to orders should be made at least 3 days prior to the scheduled delivery date.

Two days prior to your delivery/service, you will receive a call that will provide with a 3-hour window for your delivery, or 2-hour window for service.

Please be advised we are an all-day delivery service. Bob's Authorized delivery teams and service technicians do their best to stay within the timeframe provided. However, other factors may arise that are beyond our control, such as traffic or bad weather, which may cause the delivery or service team to arrive earlier or later than expected. As such, we ask that you select a day for delivery or service when you have a flexible schedule.

Bob's online delivery tracker can be a useful tool to help you track the estimated arrival time and to keep you updated throughout the day.

Click here for our Returns & Exchanges policies, including refunds, cancellations and our mattress satisfaction guarantee.

Service technicians are not allowed to remove their footwear. This is for their safety and in compliance with OSHA guidelines ( www.osha.gov ).

For your convenience, service technicians have been equipped with booties that can fit over their footwear to help protect your home’s interior during inclement weather.

Bob’s Goof Proof provides 5 years of coverage against all accidental stains and many accidental damages that occur with standard in-home use.

Bob’s Discount Furniture and Guardian Protection Products provide this unbeatable protection plan.

My Goof Proof Protection Plan covers all accidental stains and many accidental damages to your furniture for five full years.

Additionally, you will receive a Bob’s Furniture Care Kit as part of the deal. The kit includes two 8-ounce bottles of furniture care products for those “life happens” moments.

Your coverage includes unlimited in-home service for covered accidents.

When a covered accident occurs, a professional service technician will come to your home at a time convenient to you and restore the stained/damaged area back to factory standards at no cost to you.

This means you will never pay for a technician to come out to your home, never pay for any parts, and never pay for labor within the 5-year period.

If a stain/accidental damage cannot be restored to factory standards, the damaged piece of furniture will be replaced, at full value, without any additional cost to you!

Your Bob’s purchase is guaranteed to be free from factory defects for one year (in some cases longer).

In the event there is a defect, the guarantee covers the product for service and/or parts.

Furniture is built with multiple parts that make up the whole, most of which can be restored using the tools the technicians carry with them, or by ordering replacement parts, therefore resolving the concern.

In the event it is determined that the defect cannot be restored with service or parts, other options can be explored. Often times, the service technicians can restore furniture to showroom quality or better condition.

Parts are available for many of our furniture sets.

Please contact Customer Care 860-474-1000 or 860-569-1284 to determine if we have the part you need.

Replacement occurs if a covered stain or damage cannot be restored to factory standards.

If a piece has to be replaced, it is done at absolutely no cost to you.

There is never a depreciation or pro-rating of the value of your piece. You won’t even pay for delivery of the new piece or haul away of the old one!

If a piece has to be replaced, this satisfies the Goof Proof contract for that piece. The new item will have Bob’s one-year guarantee against factory defects and the option to purchase Bob's Goof Proof for your new item.

Bob's is always working hard to give you the best furniture value for your dollar - with no gimmicks! Remember, no one can deliver furniture for "free" and retailers who advertise "free delivery" have simply hidden the cost in the price of the product. Our philosophy is to give you a choice regarding delivery or customer pick-up where available, so if you opt for delivery services, we will charge you a reasonable fee based on the value of your order. For more information on the Delivery Services, click here.

You can download the app in the Apple App store!

I offer four different types of delivery: BOBtastic Delivery Experience, Bob's Value Express, Direct Ship and Bob's Gift Card Delivery. There are three different options within BOBtastic Delivery Experience:

BOBtastic White-Glove Delivery

Delivery to your room exactly where you want it, unpacking, assembly, trash removal, and more.

BOBtastic Threshold Delivery

Delivery right inside the front door of your home. Assembly required.

BOBtastic Pickup

Pickup at select stores and locations after your merchandise is transferred from the warehouse. Assembly required.

All Bob's Value Express and Direct Ship items are delivered via FedEx and typically ship within 5 to 7 business days of purchase. Please note that Value Express items and Direct Ship items are not available for pickup.

And the last shipping option is for Bob's Gift Card Delivery. I mean, who doesn't LOVE a Bob's gift card?! Anyhoo, Bob's gift cards ship FREE via USPS ground shipping.

An accident is a single incident that leads to a stain or damage. For example, if I hit the leg of my dining room table with the vacuum, and it leaves a gouge.

Note: Damages that have occurred over a period of time and not reported are considered accumulation and will not be covered.

Mattresses generally feel softer in the showroom because they have been broken in by others laying and sitting on the mattress. Just like a new pair of shoes, it needs a break-in period before it is truly comfortable.

When you arrive at the pickup location, we will require that you have proper identification (driver's license, passport or military ID) and a copy of your sales order.

You are expected to come with a vehicle that can safely transport your furniture, and you must bring rope and padding or other packing material.

The warehouse personnel will assist you in loading your vehicle, but it will be your responsibility to secure the merchandise. We cannot assume any liability for injury or damage to you, your vehicle or others arising from your loading or transport of merchandise that you pick up.

Since these items are in factory packaging, some may require minor assembly.

Bob’s Goof Proof covers only against specific accidents. Anything not listed as being covered is not covered. The most notable examples of damage that is not covered are:

Pet damage. Any damage caused by pets (Outside of stains from bodily fluids) is not covered. This includes scratching, chewing, biting, clawing, pecking, etc.

Worn, discolored or faded merchandise caused by placement or exposure to elements.

Damage that is the result of abuse. Goof Proof covers only accidents reported based on a specific incident. If furniture is abused or damaged intentionally, it will not be eligible for service.

All furniture that is purchased at our regular price comes with Bob's one-year guarantee against factory defects to the original purchaser within our normal delivery area. Mattresses and motion furniture may carry additional factory guarantees.

Call Bob's Customer Care Department at (860) 474-1000 or (800) 569-1284 to report a factory defect. Hours are Monday to Saturday from 6:30am to 8:00pm EST & Sunday from 10:30am to 9:00pm EST.

We’ll schedule a service technician to come service your furniture in your home at no cost to you if the furniture falls within the standard one-year guarantee period.

Service is available for a fee if you have a need beyond the one-year guarantee period.

Merchandise purchased from our Bob’s Outlet that is not brand new or factory-fresh is sold "As-Is" and is excluded from this limited warranty and service policy.

When a piece is serviced, we guarantee the affected area will look like it just came fresh from the factory.

If that cannot be accomplished, the piece will be replaced one time.

The delivery and service personnel are not allowed to remove their footwear. This is for their safety and in compliance with OSHA guidelines (www.osha.gov).

For your convenience the delivery teams and service technicians arrive equipped with booties that can fit over their footwear to help protect your homes interior during inclement weather.

Enjoy hassle-free delivery with BOBtastic Delivery Experience. We will handle unpacking, assembly andremoval of all packaging materials. Just sit back and let us do all of the heavylifting!Please refer to the "Delivery Day" guidelines to ensure a safe and efficient delivery process.

Adults only, please. Our delivery tracking system will call or text you to confirm your delivery 2 days before your scheduled delivery date and call or text again to give you your estimated 4-hour delivery window 1 day before. You'll also receive an update on the day of delivery. In addition, you can track your delivery using my Delivery and Service Tracker. Also, take advantage of these other resources to ensure the best delivery experience from Bob's:

our "Make it Fit" Guidelines,

our Delivery Checklist,

and these FAQs!

You also have the choice to pick up your furniture at one of our seven pick up facilities. Find the pickup location nearest you.

Thank you for shopping at Bob's!

Simply enter your 5-digit zip code in the zip code entry box on the top left of MyBobs.com, and click the submit button. This will tell you if our authorized delivery team delivers to your area and also let you know your nearby store location.

We want you to be thrilled with the comfort of your mattress!

It’s common to experience an adjustment period with your new mattress. It may take 30 days or so for your body to adjust to the new mattress.

If after you’ve slept on it for 30 days you are still uncomfortable, please call our Customer Care Center at 860-474-1000 or 800-569-1284.

Our goal is to do our best to ensure that you are happy with your mattress purchase. In the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer’s warranty period.

We want you to be thrilled with the comfort of your mattress! It’s common to experience an adjustment period with your new mattress. If you’re not happy after you’ve slept on it for 30 days then give us a shout call our Customer Care Center at 860-474-1000 or 800-569-1284.

You may arrange for a one-time re-selection of the mattress only within 90 days of the original receipt date. We will charge or credit you for any difference in cost between the original and the re-selected mattress and you will be responsible for the delivery cost to exchange the mattresses.

You may return your mattress or mattress set within 90 days of the original receipt date and we will refund the purchase price minus the original delivery fee.

Mismatched bedding sets purchased from the Outlet must be accepted as a set at the time of delivery. Once your mismatched bedding is accepted, all sales are final. No exchange, return, service or refund is allowed on mismatched bedding purchased from the Outlet.

The comfort layers in a mattress with proper support will compress over time. This is considered a body impression as the mattress is expected to develop a slight indentation where you normally lay.

Anything beyond 1” may be an indication that the mattress does not have proper support or there may be a potential defect in the internal construction.

If the mattress has proper support and the comfort layers are compressed more than 1", we would be happy to send one of our factory-trained service technicians to inspect your bedding purchase to determine if the compression is normal.

Our mattresses are handmade. The advertised size is approximate, and can be smaller or larger by as much as 1" or slightly more.

This is the case with all mattress manufacturers.

Refer to your owner’s material to determine the cleaning code for your new furniture.

We recommend you use a leather-upholstery specific cleaner on your leather furniture. You can find leather cleaning products in most home goods stores and grocery stores.

After cleaning your leather furniture, it’s recommended that you apply leather conditioner to keep it looking soft and like new.

It is recommended to clean and condition leather four times a year, more often in homes with pets and high-use rooms.

Never use any harsh cleaners on your leather.

Reminder- Leather surfaces can stretch over time, resulting in a relaxed appearance on seat cushions and the backs of seating surfaces. This is natural and should be expected.

Leather is not stain-proof. Quickly blotting spills from leather surfaces helps prevent stains from setting.

As leather is a natural product, differences in color, texture and unique characteristics are to be expected.

Merchandise can be picked up at any of our seven pickup locations:

Taftville, CT ;

Wilmington, DE ;

Shorewood, IL ;

Rockville, MD ;

Nashua, NH,

San Bernardino, CA and

Secaucus, NJ.

The pickup location nearest you is listed on the product page, as well as directions to the location, or you can find your nearest pickup location here.

You may call the store where you made your purchase for directions to a pickup facility near you, or you can check the Locations page of our website.

For pickups in Nashua, NH and Secaucus, NJ, please call a minimum of 5 days in advance to allow time to transfer merchandise from our Taftville, CT Distribution Center.

For pickups in Rockville, MD and Wilmington, DE, please call a minimum of 5 days in advance to allow time to transfer merchandise from our Aberdeen, MD Distribution Center.

Orders must be placed online with one of the above locations selected as the 'Pickup Location' at checkout. Product availability from the selected Pickup location is subject to standard transit times from the associated warehouse.

You must make full payment on your in-store purchase at one of our stores before we can schedule your order for pickup. Find your nearest store.

You may schedule a time for pickup at the same time you place and fully pay for your order. Otherwise, you should call the store at least three (3) days in advance of your desired pickup date so we can have your order ready for you provided it is paid in full.

Dust your marble tabletop regularly with a damp cleaning cloth. Moisten the cloth under hot tap water, wring the cloth out, and wipe over the marble.

Spray a stone soap on to the marble and wipe with a damp cloth when dusting alone does not remove all buildup.

Dry tabletops with a clean cloth to remove moisture.

Place drinks on coasters, plates on place mats, and hot dishes on pot holders to prevent damage to the marble or granite tabletop.

Unfortunately, Bob's Authorized delivery teams are only able to remove old bedding (mattress and foundation) if you purchased new bedding from Bob's, have it shipped via Bob's Authorized Delivery Service, and it is safe and sanitary to do so.

The delivery team cannot remove old bedding for mattresses shipped via FedEx under the Bob's Value Express program.

The delivery team does not remove old furniture. We suggest you call your city or town to determine the best method of disposal, or search out a local charity that may be able to pick up your furniture and benefit from its reuse.

As of December 30, 2015 for California, May 1, 2015 for Connecticut, and May 1, 2016 for Rhode Island, state law requires retailers to collect a recycling fee on each mattress and boxspring that is sold.

The state approved the amount of the fee, which is not set or controlled by individual retailers.

The fee funds the state’s recycling program, which is administered by the Mattress Recycling Council. Visit byebyemattress.com to learn more or contact the Mattress Recycling Council via the information provided with your receipt. Click here for details.

A properly supported mattress will give you many years of use and comfort.

Proper support is defined as a matching foundation (or equivalent), used with an appropriate frame and center support or proper cross-slat support.

Bob’s Goof Proof covers all of the accidents that are likely to occur in the home.

A complete, exhaustive list of covered accidents can be found here. Although many types of accidents are covered, not everything is. Only the accidents listed are covered under Goof Proof.

Rotate your mattress on a regular basis. Monthly is the recommended frequency per my Bedding & Mattresses FAQ.

Foundations need to be rotated as well.

Avoid using the mattress handles to support the full weight of the mattress. Handles are for positioning the mattress over the foundation.

Foundations are made to work with your mattress to provide a comfortable sleep environment. When you need a new mattress (at least every 10 years), you also need a new foundation. Bob’s recommends replacing the set to keep warranties intact.

Vacuum your mattress and foundation for general maintenance.

We strongly recommend using a mattress protector to protect your mattress from soiling and stains. Many manufacturers will void a mattress warranty due to staining. Ask about our Goof Proof Mattress Protectors.

Just like you may notice an odor in a new car, you may notice a smell/odor with your new mattress. This is temporary.

During the manufacturing and shipping process your mattress is produced and immediately sealed in plastic.

We suggest that you allow your mattress to air out for a day or two by removing the linens from the bed during the day to let any residual smells dissipate.

You can access your timeframe from home up to 2 days in advance by using Bob's Delivery and Service Tracker. Simply input your customer master number, found on your receipt in the upper lefthand corner above your name, in the space provided on the Delivery and Service Tracker Tool.

Please note: mybobs.com and the Delivery Tracker tool are not compatible with Internet Explorer 7 (IE7). Upgrade your browser to a newer version in order to shop mybobs.com and use the Delivery Tracker tool and all site tools and features effectively.

As many as you want! That’s the beauty of this app.

The number of scenarios you create is only limited to your imagination and the call of your child looking for that lost sock or the rumble in your stomach telling you it’s time to eat.

You get the point though no limits on the number of looks you can create!

I’m so excited to be able to share Bob's Discount to everyone across the country- even to locations where I don't yet have stores! Any product that ships via FedEx is eligible for Nationwide Shipping. There may be a few remote zip codes that don't qualify, but for the most part, if you live in the contiguous United States, I'll ship to you. Sorry, Alaska and Hawaii! Click here for details.

Absolutely! If you purchased the BOBtastic Complete Delivery Experience, it includes complete assembly of your new furniture and removal of all packing material.

Click here to Track Your Delivery or Service

For a flat fee of $79.99 (plus applicable taxes), we can schedule a service technician to visit your home if within Bob’s service area, during which the technician will make every best effort to repair the damage, so long as the item was purchased from Bob’s.

If any parts are needed, you will have the option to purchase the part and have it installed by a service technician.

Workmanship is guaranteed for 90 days from date of service, and installed parts are guaranteed for one year from date of installation.

In most cases noises from a bed are not from the mattress. The noise is usually from either the foundation or the frame.

To determine this, first remove the mattress from the bed and lay it flat on the floor to test for noise. The same is done with the foundation.

If no noise is found in either the mattress or the foundation, the noise is likely coming from the bed frame. If any part of your bedding purchase from Bob’s is making noise and is within the guaranteed coverage period, please contact us (mattresses & foundations are covered by a warranty of up to 20 years).

Ideally a proper foundation is one that is sold to match the mattress. The mattress and foundation work together, acting as a unified shock absorber.

It is OK to put a mattress on a solid platform bed.

We recommend against putting a new mattress on an old foundation. Using an old foundation with a new mattress will jeopardize the new mattress.

Even if the foundation looks new, a new mattress will soon sink into the areas where an old foundation has been worn. Putting a new mattress on an old foundation may also void your warranty.