Frequently Asked Questions


FAQs by Topic

Ordering

Can I order by telephone?
We currently do not offer this option.
Do I need to take measurements prior to placing an order?
It is always a good idea to consider where items will be placed and any potential delivery obstacles.

Payment

When will my credit card be charged?
Your credit card will be charged in full at the time the order is placed.
What methods of payment do you accept?
We accept online Visa, MasterCard, Discover and American Express. We accept Visa, MasterCard, Discover, American Express and Regency Furniture Store Credit Cards.

Changes, Cancellations, and Returns

What is your cancellation policy?
A customer may cancel his/her order within seventy-two (72) hours of placing the order and receive a full refund of his/her deposit or store credit All cancellations after the seventy-two (72) hour cancellation period has expired are subject to a cancellation charge in the amount of ten percent (10%) of the invoice amount. This seventy-two (72) hour window does not apply if the customer has picked up their merchandise or scheduled a delivery. In that case, the invoice will be treated as a return, and provisions of: Once an invoice has been scheduled for delivery, the invoice items have been transferred from the warehouse to a store for pick-up, or the customer has taken possession of the merchandise all approved returns will be charged a 30% restocking fee. A restocking fee will be charged for all returns, including returns due to a customer's change in preference of color, size, if the item does not fit, or any other reason. There will be no refund of a pickup or delivery fee. After deducting the restocking fee and delivery fee, the customers hall be entitled to store credit for the remaining balance of the purchase price.
How do I make changes to or cancel my order?
You can either speak with a client service professional at 240-607-1892 or email us at orders@regencycustomercare.com. We will need your order number and details of the item(s) you would like to change or cancel.
When can I expect a refund for a cancelled item?
It can take up to 5 business days for your cancellation and refund to be processed. A credit will be issued to the original credit card account Refunds generally appear on your credit card statement within one to two billing cycles.
Can I return an item I purchased online?
Once an invoice has been scheduled for delivery, the invoice items have been transferred from the warehouse to a store for pick-up, or the customer has taken possession of the merchandise all approved returns will be charged a 30% restocking fee. A restocking fee will be charged for all returns, including returns due to a customer's change in preference of color, size, if the item does not fit, or any other reason. There will be no refund of a pickup or delivery fee. After deducting the restocking fee and delivery fee, the customers hall be entitled to store credit for the remaining balance of the purchase price. If you have further questions please call us 240-607-1892.
Can I return furniture to a local Regency store?
Items delivered via our In-home delivery service cannot be returned to a local store. A pickup must be scheduled to arrange a return or you may return it to our local distribution center at 7900 Cedarville Rd Brandywine, MD 20613.

Delivery

Do you ship internationally?
We do not ship internationally at this time.
What does the In-home Delivery service include?
With the In-Home Delivery, our exceptional customer service continues right to your door. Our skilled delivery team inspects and prepares each item before carefully assembling it (when necessary) and placing it in your home. In-home Delivery is scheduled geographically fit for that day and time frames are 4-hour windows that are assigned. Please note that our delivery teams cannot install electronic equipment in our furniture nor remove old furniture.
Can I pick up my online order in store?
Pickup is available at our local distribution center at 7900 Cedarville Rd Brandywine, MD 20613.
Who can I call to schedule delivery?
Please call us at 240-607-1892 or email us at orders@regencycustomercare.com.
What do I do if there is a problem with an item that was delivered via In-home delivery?
If you accepted delivery of a damaged or defective item or you feel you have received the wrong item, please call the 240-607-1982 so that we can rectify the issue right away.

Extended Warranty

Do you offer an extended warranty plan?
Yes, we have a Furniture Protection Plan.

Promo Codes

Why isn’t my promo code working online?
Each promo code has its own set of exclusions. First, check the accompanying exclusions on your promo code to see if there are any prohibiting the discount.

Touch Ups

How do I touch up my furniture?
Most home improvement stores offer touch-up solutions in marker and “crayon” forms. All are easy to apply, simply match your furniture finish to the touch-up color, and follow the manufacturer’s instructions.

Extra Table Leaf

Can I buy an extra table leaf?
Each leaf is cut when the table is made; therefore, additional leaves are not available.

Layaway

Do you have layaway?
No, we do not have layaway however we do offer a 90-day price hold on in-store purchases only. The price hold locks in the sale price. We require 25% of the total down then over 90 days pay the balance off as you please. Once the balance is paid in full at that time we will order the merchandise for you.