Customer Service

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Policies

Satisfaction Guarantee

We work tirelessly to ensure every customer is taken care of. We'll do everything in our power to make each step of the shopping experience memorable, stress-free, and enjoyable.

If the customer isn't satisfied, we do everything in our power to make it right because that's our promise and Satisfaction Guarantee.

Low Price Guarantee

We will match any price on the exact same item at any full-service, local retailer. Even after your purchase, if you find a lower price on the same merchandise within 30 days we will refund you the difference, whether you found the lower price at RC Willey or at another local retailer.

This price guarantee excludes prices from whole-sale companies, special orders, items shipped direct from manufacturers, floor samples, door busters, going-out-of-business sales, clearance, damaged, or out-of-stock items.

Please be aware that we reserve the right to change prices, terms, specifications, and warranties without notice.*

No Lemon Guarantee

If we service and repair your appliance or electronic product twice during the first year you own it and it then fails a third time within that first year, we will replace it. Of course, we will need to have authorized service technicians verify that each of the failures were due to legitimate product defects.

100-Day Mattress Comfort Guarantee

Advanced sleep research has shown it may take several weeks for our bodies to adjust to the proper support of a new mattress. If, after a minimum of 30 nights, you are unable to comfortably adjust to the support of your new mattress, RC Willey will give you up to 100 days from your original date of delivery to make a one-time reselection. If the reselected mattress is of greater value than your original purchase you will be charged the difference.

Returns

If you are not satisfied with your purchase from RC Willey, we offer a one-time re-selection or refund within 14 days of receiving your merchandise. (For mattresses, see Comfort Guarantee above.)

Merchandise must be in like-new condition in order to receive full credit. Electronics products must be returned with the original box and packaging, including manuals, remote controls and accessories. Products that require gas or oil to operate can not be returned after fluids have been installed.

Items that are purchased "As-Is" cannot be returned. Certain other products may have specific restrictions on returns or replacement. Please see store for details.

Online Only Orders

To return a product that was ordered online, call 888-584-5156 to speak with one of our customer service representatives. You will be given instructions on how to return the product. Please note that certain items are considered special orders by the manufacturer, and these products may not be returnable.

Returning Online Orders is Free at any RC Willey Store Location

Return shipping is the responsibility of the customer. The original shipping charges and handling fees for the returned item(s) is also the responsibility of the customer and will be deducted from the refund. In addition there is a 15% restocking fee which will be deducted from your refund on all shipped orders. There is also a 15% restocking fee on all computer products and camcorders that are returned in an opened or non-factory sealed box. If the item is refused and returned to the manufacturer, any return freight costs will also be deducted from the refund.

For products that arrive damaged, or cannot be fixed with replacement parts, RC Willey will pay for a replacement to be shipped if the damage, shortage or mis-shipment is properly signed for. If damage, shortage or loss is not signed for, the manufacturer may not be able to ship replacements. If the customer does not want parts or a replacement unit, the product may be returned for credit as detailed above. All canceled orders will be confirmed by RC Willey in writing. If you have not received a confirmation, your order has not been canceled. Orders that have been shipped cannot be canceled and costs for round-trip shipping will be deducted from refunds if orders are refused. Orders that are refused are still considered returns, and as such, the restocking fee and shipping costs both ways will be incurred as detailed above.

Any order that is refused or returned because the customer does not like the product, no longer wants the product, or believed the order was canceled is considered a "buyer's remorse return", and credit will be issued as detailed above. All credits for returned items will be processed once the products are returned to the nearest store location.

If you have any questions regarding our return policy before or after placing an order, please contact our customer service department at 888-584-5156.

Delivery Policies

Curbside Delivery

Free delivery of your purchase to your curbside, porch, garage, or another easily accessible location outside of your home. This service does not include unboxing, assembly, or install of items or removal of packaging.

Here's how it works:

  • A delivery date is set for your purchase to be delivered (Please make sure the shipping address and phone numbers are accurate)
  • You will receive a text or email approximately 3 days before your scheduled delivery date to confirm your delivery**
  • The night before your delivery, you will receive a text or email with your 2-hour time frame**
  • The morning of your delivery, you will receive a text or email with a track widget to keep you updated on your delivery status**
  • Your purchase will be delivered by one of our delivery drivers to your porch or garage
  • You must be present for the delivery. For your protection, you will be asked to provide your current state-issued photo ID that matches the name on the order, as well as the credit card used to purchase the product
  • Enjoy your purchase!

Deluxe Home Delivery - $69.00

Our professional delivery team will bring your new purchase into your home, set it up, and remove any packaging.

Here's how it works:

  • A delivery date is set for your purchase to be delivered (Please make sure the shipping address and phone numbers are accurate)
  • You will receive a text or email approximately 3 days before your scheduled delivery date to confirm your delivery**
  • The night before your delivery, you will receive a text or email with your 2-hour time frame**
  • The morning of your delivery, you will receive a text or email with a track widget to keep you updated on your delivery status**
  • Our specially trained team will bring your new purchase into your home, set it up, and remove any packaging. For your protection, you will be asked to provide your current state-issued photo ID that matches the name on the order, as well as the credit card used to purchase the product
  • Enjoy your purchase!

Some limitations apply


Please note:

  • Due to our volume of deliveries, we are unable to make time commitments
  • Please have the area cleared and prepared to receive your new product
  • Please plan to meet your delivery driver to inspect your product
  • If you're not available to meet your driver, a second attempt will be made later that day. If we miss you on both attempts, a delivery fee will be charged for the rescheduled delivery
  • If you live down a road or driveway that is inaccessible to our truck, we will be unable to fulfill the order

Should you need to update or correct your delivery information, please contact us upon receipt of your delivery verification at the numbers listed below.

  • 801-596-6950 Utah
  • 702-632-3650 Las Vegas, NV
  • 775-337-4674 Reno, NV
  • 208-288-4160 Idaho
  • 916-770-2750 California

Mattress Removal

In compliance with OSHA Bloodborne Pathogen Standard 1910.1030(d)(1) and for their safety, RC Willey delivery drivers are not allowed to handle potentially harmful mattresses, bedding, or textiles. This is at the driver’s discretion.***

Exclusions Disclaimer

May not be combined with any other coupon or offer. Not valid on prior purchases. Not valid at Outlet Stores or online purchases. Offer excludes Apple®, Polk® Audio, ASKO®, Viking®, Sub Zero®, Wolf®, Thermador®, Tempur-Pedic®, Beautyrest Black and select Samsung®, Sony®, Panasonic® and Nikon® products. Video game consoles, games and accessories, wireless phones, computer products and accessories are excluded. Excludes products that direct ship from manufacturer. All services, "as-is" or clearance products, promotional items, and gift card purchases are also excluded. Other exclusions may apply.

Gift Cards

Gift cards purchased on rcwilley.com are fulfilled as an image displayed on your order confirmation page. You can also download them via a link on your confirmation email or when viewing the order in the "My Account" section of the website. For your protection Gift cards are not valid until the next business day.

Promotional gift cards (ones that are free with purchase) are not valid until the order is finalized. This means that product, has been picked up, delivered, or shipped. Additional restrictions may apply to specific promotions which will be disclosed at the time of purchase.

Coupon Disclaimer

Coupons and other offers must be sponsored and verified by RC Willey. Online coupon offers will not be valid without a valid adjustment code from RC Willey and correct promotion dates. See store for details.

Sustainable Furnishings Statement

As a retailer of home furnishings, RC Willey looks for furniture brands that are committed to the responsible sourcing of forest products. Our long-term intention is to buy from furniture brands that publish certifiable standards for sustainable sourcing and use of recycled materials.

Responsible Wood Sourcing Policy

RC Willey is committed to doing our part to protect the world’s forests. As a retailer of home furnishings, RC Willey looks for furniture brands that are committed to the responsible sourcing of forest products.

RC Willey’s long-term intention is to buy whenever possible from furniture brands that adhere to independent standards for sustainable sourcing and use recycled/reclaimed materials. We recognize the Forest Stewardship Council (FSC) as an important tool to promote responsible forest management and have a preference for sourcing FSC-certified wood furniture as it becomes available.

RC Willey is also firmly committed to avoiding wood from unacceptable sources, including:

  • Illegally harvested or traded timber;
  • Timber harvested in violation of traditional or civil rights;
  • Timber harvested from areas in which high conservation values are threatened by poor forest management
  • Timber harvested from areas being converted from forests to plantations or non-forest use
  • Timber from forests in which genetically modified trees are planted

California Transparency in Supply Chains Act of 2010

The following is our disclosure under the California Transparency in Supply Chains Act of 2010:

RC Willey Home Furnishings joins companies throughout our industry in dedicating ourselves to comply with the California Transparency in Supply Chains Act of 2010.

We purchase from independent suppliers which we believe act responsibly and are in full compliance with the law. Responsible corporate citizenship includes complying with local, national, and international laws, supporting volunteer service and charitable donations to the communities in which we do business, recycling, and a commitment to reducing environmental impact. We maintain zero tolerance against any suppliers engaged in any form of slavery, forced or involuntary labor, or illegal labor, as well as abusive worker treatment.

Our employees have visited overseas factories and warehouses to meet management, to inspect materials, work methods, and finished merchandise, and to observe work conditions. We also maintain an ongoing relationship with a third party in China that can inspect and audit our suppliers throughout Asia to verify that they are in compliance with U.S. Customs law and to verify that work conditions and labor practices are in compliance with this act. Employees or inspectors who ignore signs that laws or fundamental standards of labor and human rights are being violated, are subject to disciplinary action up to and including terminating employment or our third-party contracts.

We are in the process of developing training for our employees who are directly involved with our suppliers in order to educate our employees how to identify and report evidence of slavery, forced labor, or human trafficking. We intend to provide this training periodically to our employees who work directly with our suppliers, including those who visit supplier's operations.

RC Willey Home Furnishings publishes a Vendor Guide in which we define a Code of Conduct for all our suppliers. This Code of Conduct explains our expectations and requirements for our suppliers to operate their businesses in accordance with all applicable laws and that they hold their suppliers to the same standards. These standards include but are not limited to prohibiting forced labor of any kind, human trafficking, or abusive worker treatment.

We will ask our suppliers to certify that materials used in its products comply with local and international laws regarding no involvement in slavery, forced or involuntary labor, or illegal labor, or abusive worker treatment. We will sever our business relationship with any supplier which is unable or unwilling to satisfy our concerns and fails to do business in accordance with this Code of Conduct and the law defined in this act.


*We endeavor to accurately describe every product offered for sale; however, mistakes can sometimes be made. Any typographical, photographic, or specification error in product description, pricing or offers is subject to correction or verification (including after an order has been submitted).

**You must have a valid mobile number on your delivery order and have an email address set up on your RC Willey account to receive this information.

***OSHA Bloodborne Pathogen Standard 1910.1030(d)(1)General:

Universal precautions shall be observed to prevent contact with blood or other potentially infectious materials. Under circumstances in which differentiation between body fluid types is difficult or impossible, all body fluids shall be considered potentially infectious materials.


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