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FREQUENTLY ASKED QUESTIONS

Star Furniture is always looking for ways to better serve our customers. The FAQs below will help you find the answers to most of your questions. For more help, please contact our Customer Care Center via Chat, Email customercare@starfurniture.com or call 1-800-364-5432

Q: Where is Star Furniture located?

Star Furniture is proudly based in Houston, Texas for over 100 years. We have stores in four Texas cities: Houston, San Antonio, Austin, and Bryan.

Q: What Furniture Brands do you carry?

We proudly offer our customers the furniture they really want from the following furniture companies:

And many more!

Q: How will I know if a certain item is available in a showroom near me?

Our showrooms vary in size, so if you have something in particular you would like to see in person, please reach out via chat to confirm that item will be available in your nearest location.

Q: Do you have Custom Order Furniture?

Yes, we carry a wide selection of custom order options in our showrooms.

Q: What if the furniture I really want is out of stock?

You can still purchase it now. We will notify you as soon as your merchandise arrives and is ready for delivery.

Q: How do I contact Star Furniture?

Please contact us via Email, Chat or Phone.

Customer Care Center customercenter@starfurniture.com | 1-800-364-5432 

Hours of Operation: Monday - Friday 10am - 6pm | Saturday & Sunday - Closed 

Q: What if I have questions about a specific item and the information is not online?

Please reach out to our online sales consultant by setting up an appointment or via chat.

Q: Why did I receive an email saying my order is pending review?

If your email stated your order is pending review, that means it is being reviewed by our team. Please allow 24 hours to receive a confirmation email or a call from a team member.

Q: Why was my order declined?

If your order was declined, it is most likely due to an issue with your bank or credit card. If you think there is still an issue, please reach out via chat.

Q: Why did I not receive a confirmation email?

Contact us via chat and we will have your email resent.

Q: What are your payment options?

We accept cash, checks, and all major credit cards. We also offer Star Financing for in-store purchases and Affirm Financing for in-store and online purchases.

Q: How do I apply for Star Financing?

Fill out our Credit Application click here. Or you can apply in-store while shopping at any Star Furniture location. Once approved, we will notify you!

Q: Can I use Star Financing for an online purchase?

Our online credit program is provided solely through Affirm Finance, click here if you would like to get PreApproved for Affirm.

Q: When will I get my first bill?

You should receive your first statement about two weeks after your purchase. Statements will be emailed to your address on file.

Q: How do I pay my bill?

Making payments is easy with our online payment portal. Click Here to access your account information

Q: How do I close my Credit Account?

Star Furniture provides financing on installment contracts only. Once the loan has been paid off, that's it! Nothing further is required.

Q: Will Star Furniture Report my account to the Credit Bureau?

Star is a member of all three Credit Reporting Agencies. Your Star Financing account will be reported and updated monthly.

Q: How can I track my delivery?

You will receive a notification to your phone or email prior to delivery confirming the date and time. You can also track delivery here.

Q: Where Does Star Deliver?

Star delivers around all our store locations in Houston, Bryan, Austin and San Antonio with extended services to outlying areas. Ask an associate for more details.

Q: What should I do to prepare for my delivery?

  • Please make sure someone over 18 years of age is home to accept the delivery.
  • Please have the room ready and cleared for your new furniture.
  • If you live in an apartment building or complex, please make sure the building requirements are met for the delivery date. (some buildings require prior notification, reservation for the elevator and/or a certificate of insurance).
  • Furniture Size - please carefully measure all doorways, entrances, and elevators to make sure your new furniture will fit.
  • We are also unable to install anything on walls or ceilings, nor can we install electronic equipment.
  • The merchandise you have purchased will be carefully inspected prior to delivery.
  • If we are prevented from completing a delivery (as in the above examples) store credit will be issued minus the delivery fee. Cancellations/refunds will not be accepted at this time.

Q: What if I need to reschedule my delivery?

In the event you need to reschedule your delivery date, please email our Customer Care Center at least 48 hours in advance at customercenter@starfurniture.com or call the Customer Care at 1-800-364-5432. If you are not home on the day of your delivery, or if you do not request to reschedule at least 48 hours in advance, a $110 + tax re-delivery charge will apply.

Q: Where can I pick up my furniture?

Our Flagship Showroom
16666 Barker Springs Rd
Houston, Texas 77084
Phone: 281.492.3825
Hours:
Tuesday - Saturday: 10 am - 6pm
Closed Sunday - Monday

  • Please allow 30 minutes for your merchandise to be pulled from the warehouse.
  • Please bring a valid ID and the form of payment.
  • We cannot hold furniture after 30 days.

Q: Will Star remove my old furniture and haul it away?

Yes, with our new Enhanced or Premium Delivery Service (available in select markets at this time), our delivery teams will remove your old furniture for you. One room of furniture = one room removed. See your Sales Consultant for details.

Q: Will you move my previously owned furniture to another room inside my home?

With our new Enhanced or Premium Delivery Service (available in select markets), our delivery team will move your old furniture to a cleared - out area in your home. We cannot move multiple rooms of furniture.

Q: What if my furniture was delivered damaged?

Please inform the delivery driver and reject the delivery. If you have issues after the delivery team is gone, please email Customer Care at customercenter@starfurniture.com or call the Customer Care at 1-800-364-5432. Delivery damages must be reported within 24 hours of delivery.

Q: What is the manufacturer’s warranty on my furniture?

Star selects products with high quality standards and from the best manufacturers. The usual manufacturer limited warranty period is twelve (12) months. (1 year from the original delivery date). For any warranty request, please contact our Customer Care Center at customercenter@starfurniture.com or 1-800-364-5432. The warranty covers the original purchaser.

The limited Warranty does not cover:

  • Wear, fading, or shrinkage of any fabric
  • Damage due to misuse, abuse, or accidents; as broken frames
  • Discoloration caused by sunlight or artificial light
  • Natural variations in the color or graining of leather, wood or wood products
  • Products purchased As-is, clearance, floor models
  • Merchandise used for commercial purposes
  • Normal wear and tear
  • Noises

The warranty repairs and replaces parts. In the event, the defective piece is not repairable, it will be replaced for the identical or similar piece. If the customer wishes to choose a different piece, he/she is responsible to pay the difference. Refunds are not an option.

Q: What is the manufacturer’s mattress warranty?

The limited warranty does not cover normal wear and tear or comfort. Star follows the manufacturer's guidelines.  If you have any issues or questions regarding the warranty process, contact the Customer Care Center at customercenter@starfurniture.com or call the Customer Care at 1-800-364-5432.
Hours of Operation: Tuesday - Saturday 10am - 6pm | Sunday & Monday - Closed

MATTRESS CARE  Before contacting Star regarding mattress concerns, please review the important information in this link.

DO'S AND DON'TS OF BEDDING CARE

  • Do rotate your mattress as needed. 
  • Do use the compliant foundation or box spring.
  • Do use the appropriate frame and center support. 
  • Do let your new mattress air out upon removal of plastic packaging. 
  • Do use a mattress protector.  Most manufacturers' warranties will be voided if the mattress is stained.  
  • Do protect your investment with Star’s Peace-of-Mind Protection Plan.  
  • Don't expose bedding to fire or place near open flame. All sets purchased from Star are flame retardant, but not fireproof. 
  • Don't remove the "law" tag at the end of the mattress, as this is the identification needed to establish your warranty rights and removal voids your warranty.  
  • Don't place a board between your mattress and foundation. This will diminish the longevity and performance of your sleep set, may void the warranty and may reduce the flame-retardant qualities of the sleep set. 

Q: What if I have difficulty adjusting to my new mattress?

Star’s offers our 90 Day Mattress Comfort Exchange for new mattress purchasers.

  1. A comfortable night's sleep is our mission. A new mattress does take time to adjust to your sleeping behavior and can take your body a minimum of 30-90 days to adjust to it. If, after the “break in” period of 30 days but before 90 days, you are not satisfied with the comfort feel of your mattress, you may exchange it for one that is equal or greater in value. If you select a Mattress of greater value, you will be responsible for the difference in price.
  2. You may exchange your mattress once with a restocking fee equal to 10% of your original mattress purchase price. Since delivery is a service, your original delivery fee is non-refundable. All Mattress reselections are subject to a delivery fee.
  3. For assistance with an exchange, please contact your Salesperson or visit the Guest Service Area at the store where you made your purchase.
  4. The satisfaction guarantee does not cover size, height, adjustable bases, box spring/foundations, pillows, protectors, encasements, sheets, floor samples/as-is/clearance/closeout bedding. Soiled, unsanitary or damaged mattresses are not eligible for an exchange. Exchanges before the 30 days or after the 90-day period, or Warranty/manufacturer defects are not covered. Only Mattresses with the original tag still attached of “Do not remove under penalty of law” are eligible or the comfort exchange is voided.
  5. The original purchase must include a Star mattress protector that is to be used during the trial period. No refunds are available.

Q: What is the exchange or return policy?

Furniture and accessory orders (excluding Custom Orders) can be canceled 48 hours before the scheduled delivery for a refund. Any orders canceled after that time will be issued store credit. Orders cannot be canceled, returned, or exchanged after merchandise has been delivered or picked up.

Q: Do you match competitor’s pricing?

If you find the identical product at a lower price at another store in our service area, contact your preferred Star store for a price match within 7-days of your purchase. Please bring the ad or other verification. This does not apply to custom orders, clearance items, floor models, rebates, discontinued merchandise, or online shopping sites.

Q: Do you have a furniture protection program?

Yes, we carry a program called Peace of Mind from Montage. For more information click here. Our furniture protection can be purchased within 5 days of delivery or pick up.

Furniture Care Education

How to Easily Remove Pesky Fabric Pilling on Your Upholstered Furniture Read here

Gone to the Dogs? 3 Tips for Living with Dogs AND Fine Furniture Read here

How to Properly Clean and Care for Your Leather Furniture Read here