FAQs
ABOUT THE COUCH DEPOT
Who is The Couch Depot?
The Couch Depot is an Arizona based company with an office in Arizona. At The Couch Depot, our ambition is to redefine the essence of luxury living through an online platform that marries unparalleled design with affordability. Our mission is unwavering: to curate a shopping journey that not only meets but exceeds our patrons' expectations, delivering excellence in both the quality of our selections and the caliber of our service. We are dedicated to fostering a brand that stands as a beacon of trust and elegance, ensuring every interaction with The Couch Depot is synonymous with satisfaction and style.
Do you have any stores or showrooms?
At The Couch Depot, we pride ourselves on delivering exceptional value by operating as an online-exclusive destination. This strategic choice allows us to bypass the high costs associated with maintaining a physical showroom, enabling us to extend these savings directly to you. Our approach not only ensures that our prices remain competitive but also reflects our commitment to offering premium quality and design at an accessible price point. We've meticulously crafted our online shopping experience to rival that of any in-person showroom, emphasizing convenience, detailed information, and a seamless journey from browsing to buying. While we do not offer a warranty, we stand firmly behind the quality of our products. Should your purchase arrive damaged, we offer a straightforward refund process and invite you to review our returns and refund policy for more details. Choosing The Couch Depot means investing in timeless elegance without compromise, guaranteed.
Where are you located?
Our headquarters is located in Scottsdale, Arizona. We use an extensive network of freight professionals, so we ship to customers within the Continental United States.
PRODUCTS
Where are your products made?
Our materials are sourced all over the world and mainly made/manufactured in Asia.
How do I know that the quality is good without seeing the furniture?
At The Couch Depot, our commitment to excellence begins with the meticulous selection of materials, from handpicked leather to rigorously tested foam. We take great pride in curating a range of products that not only exude timeless aesthetics but also promise durability for years to come. Your satisfaction is paramount to us, and if, for any reason, your purchase falls short of expectations, we encourage you to reach out to us. The Couch Depot stands firmly behind the quality of our offerings, and in the event that you are not fully satisfied within the first 7 days of receiving your purchase, we provide a straightforward money-back guarantee. Your trust in our commitment to quality is our utmost priority.
Do your products come ready-to-assemble?
In order to provide our customers with quality products at great prices, many items are ready-to-assemble.
How do I care for my furniture/items?
For comprehensive information regarding care and maintenance of your furniture/items, please read our page Product Care and Maintenance.
MATERIALS
What is the difference between aniline and semi-aniline leather?
At The Couch Depot, we believe in transparency and quality in every aspect, especially when it comes to the materials we use. When it comes to our leather selections, we offer two distinct types: Aniline Leather and Semi-Aniline Leather.
Aniline Leather: Our Aniline Leather undergoes a meticulous process where it is immersed in vats of aniline dye, ensuring the color permeates the entire hide. What sets Aniline Leather apart is that it receives no further treatment after dyeing, preserving its innate softness and presenting a beautifully natural look. Over time, this leather develops a unique patina, enhancing its aesthetic appeal. You may find different names for Aniline Leather, such as premium aniline, naked aniline, aniline full grain, or true aniline – all referring to the same high-quality, naturally dyed leather. Aniline leather boasts a depth of color as it is dyed all the way through, without any artificial top layers.
Semi-Aniline Leather: For those seeking a balance between durability and natural aesthetics, our Semi-Aniline Leather is an excellent choice. Following the initial dyeing process, a clear, thin protective coating is applied to the top of the hide. This protective layer serves as a shield against stains and fading, making Semi-Aniline Leather more resistant to everyday wear-and-tear. It's a practical option, particularly for family homes where furniture may face heavier usage.
At The Couch Depot, whether you opt for the soft, natural allure of Aniline Leather or the resilient practicality of Semi-Aniline Leather, each choice reflects our commitment to providing you with premium materials and timeless elegance.
PURCHASING AND ORDERS
Do prices include sales tax?
No, prices do not include applicable sales tax.
I am ready to make my purchase, how do I proceed?
Make sure your items are in your shopping cart and click the ‘checkout’ button. By creating an account, you will be able to manage your invoices and order history for this order and all future orders.
PAYMENTS
What are the accepted payment methods?
Our online store accepts a variety of payment methods to ensure a convenient shopping experience for our customers. We accept major credit cards, such as Visa, MasterCard, American Express, and Discover, as well as debit cards. Additionally, we support Apple Pay, Meta Pay, and Google Pay. We are constantly working to expand our payment options to accommodate our customers' needs.
Payment information is encrypted and protected by an SSL certificate provided by Shopify. Credit cards will be charged upon check out in full. Payment information, including credit card information is never stored or saved by The Couch Depot under any circumstances. Orders will be processed once the proper funds have cleared.
Is it safe to make credit card payments on your website?
We strive to ensure that every credit card transaction occurs within a secure environment. The Couch Depot payment system has a 128-bit SSL security encryption certification provided by Shopify, which is Level 1 PCI Compliant. This will protect your sensitive information, including banking and credit information. We do not store your credit card information after your order is complete.
DELIVERY
Where do you ship?
The Couch Depot will ship products to any address in the continental United States. Shipment to a P.O. Box, however, will be refused.
What is the expected delivery time frame?
All our products in stock are shipped within 1-3 business days. This time is an estimate and is not contractual.
How will my order be shipped/packaged?
We use leading furniture delivery companies to handle our orders, each one selected depending on the final destination, weight and size of the products.
How much will I pay for shipping?
All our pricing includes FREE shipping on orders (before taxes) within the continental United States.
All shipping costs are inclusive of insurance.
How can I track my order?
Upon dispatch of your products from our warehouse, you will receive an email with your tracking number and a link to our couriers website which will allow you to track your products in transit. We are also always happy to track your order for you if email us.
What if I am not home when my package arrives?
Depending on the carrier, additional delivery attempts will be made. Redelivery fees may apply if someone is not available to accept delivery. If your order has shipped and you are unable to receive your shipment over an extended period of time, additional storage fees may incur. Alternatively, your shipment may be rerouted back to us, thus incurring fees for re-shipment of your order.
How do I change my shipping address after my order has been placed?
If you wish to change the address or any other delivery details before the indicated delivery date, you must send an email to support@thecouchdepot.shop to notify us within 24 hours of placing your order. In this notification, you must mention the order number and the relevant product. The Couch Depot will confirm the change by phone or email, or refuse if the change is not in accordance with these Terms and Conditions or if there is another legitimate reason to refuse the change.
RETURNS & DELIVERY
What is your return & refund policy?
We accept returns within 7 days of you receiving your item(s) if the item(s) do not meet your expectations. Please read our full policy here Refund Policy.
If my order is received and I find that something is damaged, what do I do?
We take great care to make sure your items are shipped safely. Each order is insured in the unlikely event that damage occurs during the shipping process. While cases are rare, damages do happen once in a while. Each customer needs to carefully inspect their order before the delivery person leaves. If there is any damage or if any product is defective, please refuse delivery and note it on the receipt with ‘Damaged Upon Arrival’. In order to process your claim, please send us up to three (3) pictures including one of the box that the item shipped in, to support@thecouchdepot.com. We will cover all associated freight costs if the claim is accepted. Make sure to keep all of the original packing material. After delivery is refused, our customer service staff will file a claim and work with you in a timely manner to arrange a replacement or refund at no extra cost to you.
What if there is a problem with my order?
If we mistakenly sent you the wrong piece, we will send you the correct item and arrange for pickup of the wrong item at your earliest convenience.
If you simply ordered the wrong item (the wrong model or color), send it back (with a Return Authorization Form) and we will refund you or send you the correct piece. Please read our Returns and Refunds page for additional details.
What if my tracking information says "destroyed in transit"?
If the order is damaged in transit, i.e. tracking is showing damage occurred during transit, the buyer can request a refund with the screenshot of tracking as proof.
What if my tracking information says "returned to sender"?
If the tracking information shows that the order has been returned to sender, please email us at support@thecouchdepot.shop with a screenshot from your order tracking. From there we will determine the best course of action (redelivery, refund, etc.).
What if my tracking information says "delivered" but I did not receive my package?
If the transit time exceeds the estimated delivery time and the courier has failed to provide proof of delivery, the buyer shall contact us at support@thecouchdepot.shop. However, if the courier shows that the package has been delivered, we can help you ensure it was delivered to your address and ensure it was delivered to the correct address noted on the order. The Couch Depot is not responsible for stolen packages.
CANCELLATION
Can I cancel my order?
Orders can be canceled within 24 hours of placement prior to the order being shipped. Please contact our customer service team for assistance with cancellations at support@thecouchdepot.com.
For questions, email our support team.
PRIVACY
What is your privacy policy?
We do not share your personal information with any third parties. Your information is used for your shopping experience only. Your personal information will only be used to process and ship your order. Please read our Privacy policy.
What are you doing to protect my privacy?
GFURN is committed to respecting your online privacy. We recognize your need for appropriate protection and management of any personally identifiable information you share with us. Please read our Privacy Policy.
What are cookies? Do I need to enable cookies in my browser?
Cookies are small amounts of data that are sent from a website to your browser and stored on your computer’s hard drive. Your browser’s preferences usually have ‘cookies enabled’ (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers. Cookies need to be enabled on your browser to allow you to add products to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information. You can log out by clicking the ‘Logout’ link in the top right hand corner of the page. To find out more about how we use cookies, please read our Privacy Policy.
Will my information be sold to third parties?
Your information will not be sold or passed on to third parties. Your privacy is important to us. Please read our Privacy Policy to know how we protect your privacy.