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Customer Care

We offer a wide range of services, including: 

  • Direct Credit

    • Payments that fit your budget

    • Short-term financing

    • Instant Decision up to $3,000

    • 12-month lease program

    • 90-Day payment options

  • Direct Delivery 

    • Drop Off Delivery

    • White Glove Delivery 

    • Furniture Removal 

  • Direct Price Promise

    •  If our competitor offers a lower price on an item we will beat their price by 5%

  • Direct Happiness Guarantee

    • 30-day merchandise exchange 

    • 5-year manufacturer defect and accident warranty 


Contact Customer Care

To Submit A Legitimate Request For Service Under The Direct Happiness Guarantee You Must:

  • Act quickly. If you notice a problem with your product, you must call 425.656.2890 or email [email protected] within fourteen (14) days of discovering the problem.

  • Submit proof of purchase. You will be asked for proof of purchase, this includes: proof of Direct Happiness Guarantee purchased, a copy of your sales receipt containing the covered items, their cost, and the purchase date. If you are unable to provide these proofs of purchase within thirty (30) days of Discount Direct Furniture & Mattress requesting them, then your claim will be voided. 

  • When requested, you must provide Discount Direct with the sales order number on your receipt.

  • Do not submit service claims directly to the store where you purchased the item(s) as Discount Direct stores do not provide the Direct Happiness Guarantee. Instead, you must contact the phone number or email listed above.


What are the customer care hours?

Our awesome customer service team is available to assist you at (425)-656-2890, Monday – Friday 9:00 AM to 6:00 PM, Saturday 10:00 AM – 6:00 PM and Sunday 11:00 AM – 6:00 PM.

What is Drop Off Delivery?

Need your furniture delivered, but don't need us to put it together and remove the leftover packaging? With Discount Direct Furniture and Mattresses, you have that option! Any delivery within a 20 mile radius of one of our stores qualifies for Drop-Off delivery. For only $59.00, we'll bring your packaged furniture into the entry way of your home, and you'll unpack and assemble your furniture at your leisure.

What is White Glove Delivery?

White Glove Delivery is when one of our delivery team members completes the following: Brings your product into the desired room in your home (up to three floors), sets up and assembles the furniture, and removes all packaging from your home.  White Glove Delivery is priced at $95.00 for purchases $999.99 and under, and $145.00 for purchases $1000.00 and over.  Additional charges will apply for deliveries beyond a 20 mile radius of any of our stores.

Do you remove furniture?

Great News! If you purchased new furniture from Discount Direct Furniture and Mattresses we will pick up the furniture we are replacing for a flat $125.00.  For example, purchase a mattress, we remove a mattress, purchase a sofa, we remove a sofa. Items to be picked up must be in sanitary condition.  Our delivery team will not remove any other items from your home outside of the purchase.

Can I track the arrival of my furniture?

Absolutely! Track your delivery here!

What if I can’t be home on the date of my delivery?

Anyone over the age of 18 can be in the home to accept the scheduled delivery! If you are unable to make sure someone is available to accept the scheduled delivery, please contact us 24 hours in advance at (425)-800-0100; Monday – Friday 9:00 AM to 6:00 PM, Saturday 10:00 AM – 6:00 PM and Sunday 11:00 AM – 6:00 PM and we will be happy to reschedule for a more convenient date. Please be advised that not being at home and available for your scheduled date of delivery or service may jeopardize Discount Direct Furniture and Mattresses ability to complete your delivery or service at a future date, due to the availability of inventory. If we bring your purchased items to your home and no one is there to accept the delivery at the scheduled time there will be an additional delivery fee for a second delivery.

Can I pick up my purchase if I do not want it to be delivered?

If ordering online or at a store location, you can opt to choose to pick up of your purchase at our warehouse, 22640 68th Ave S., Kent, WA 98032. Once your order is placed when ordering online, a representative will contact you to schedule a pick up within 24 hours of your purchase.

What do I need to bring with me when picking up my purchase?

When arriving at the pick–up location, we will require a copy of your sales order. Without your sales receipt we will require picture ID. 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.

What is your refund policy?

Refunds will only be issued when the request is made within 48hrs of the purchase on merchandise that has not been picked up or delivered to the customer’s home. All refunds will be issued to the customer in the form of a check, sent by mail via USPS. Customer will receive the refund within 7-10 business days from the date of the request.

Can I return or exchange my product?

All sales are final.  However, we do offer customers 30 days to reselect furniture when they purchase our 5 year Happiness Guarantee Protection Plan. For customers that do purchase our Happiness Guarantee Protection Plan, we will exchange the merchandise under the condition that the product is in new condition with NO damage, rips, tears, or soiling.  Reselection is limited to a one-time reselection opportunity.

Do you have a furniture protection plan

Yes, we offer 5 year Happiness Guarantee Protection Plan. Coverage includes defects, accidental damage, stains, rips, tears, nail polish, ink, burns, liquid rings or marks, gouges, cracking, peeling, and bodily fluids.

Other important information

Specifications - All dimensions listed for products are approximate and are reported on the website to the best of our knowledge. We do not guarantee color matching. All furniture is made individually and subject to variance in wood grain, dye lot and other variables in the process that cannot be prevented. If you have a specific question about any product, please contact us.

Errors – Pricing, specifications, availability and terms of offers may change without notice. We cannot be responsible for pricing or other errors, and reserve the right to cancel orders arising from such errors.

Timeframe - All lead times are approximate and subject to change at any time. We promise to do the best we can to get your product to you within the specified timeframe. In most cases, in-stock orders will be delivered within 1 week. Out of stock orders are estimated at 2-8 weeks. Discount Direct is not responsible for a longer lead time due to manufacturer delays.