Policies

ONLINE PURCHASE POLICY

How it works:

• If this is the first time you are purchasing on our site, you must create an account. In order to create an account you will be required to provide your e-mail address and create a password. Once you have created your account you can begin shopping!
• When logged in to your account you can shop our online catalog and select the items you want Click on “Add to cart +” for each item. Once you are done adding to your cart, you will select “checkout”.
• If you have a promotion/coupon code you must enter it before you continue checking out. You will then update your order.
• During checkout, choose to either pick up the product at the store, or pay a delivery fee to receive it at your home address.
• Select if you choose to pay online or pay in the store.
• If paying online, debit cards or personal credit cards (Visa, Mastercard, Discover, American Express) are accepted, pending required verification of documentation before product can be shipped or picked up.
• Place your order, you will receive a confirmation message letting you know that your transaction has gone through.

Delivery to your home

If your documentation verification is complete and payment was received, your delivery will be confirmed and scheduled in the next 48 hrs after your purchase invoice was issued, and product will be delivered as soon as possible if it’s in-stock at the local warehouse. A few additional days may be required for merchandise that needs to be ordered and transported from another warehouse located out-of-town.

Online delivery is a flat rate of $99.99. We deliver only in states where Famsa Furniture operates (Texas and Illinois). If delivery address is more than 100 miles from the closest Famsa Furniture store, an extra charge per mile applies.

Store Pickup at Famsa

Store pickup is a free service that allows you to order items online and pick them up at your closest Famsa location.

• Once we receive your order we will work on getting your items to your desired store location for pick up.
• Once your order is ready for store pick up, we will contact you letting you know that your items are ready for store pickup.
• You are required to bring your ID, Credit Card, and Transaction Receipt (invoice from online purchase) to the store in order to pick up your items.
• Merchandise picked-up at the Warehouse or Store needs to be opened and inspected by customer accepting merchandise, to verify perfect condition. If the customer refuses to inspect merchandise, the customer takes full responsibility for merchandise.

What to bring:

For your protection and verification, the items purchased will only be released if the following items are present and match:

• Your government-issued photo ID
• The credit card used for your purchase (if you paid online)
• Transaction Receipt

When to go the Store:

• Wait for us to contact you to let you know that your purchase is ready for pickup, before you go to the store to pick up your items.
• If the items you purchased are not in stock at the store you selected, we will contact you twice. First we will contact you to let you know the expected date your item will be ready for store pick up, and then again when your items are in the store ready for pickup.

Store Hours:

Store hours vary. Please refer to our locations and call your desired Famsa location for store business hours.

Rescheduling Store Pickup

If for any reason you cannot make it to the day arranged for your store pickup, please call the store you designated for store pick up and reschedule.

FYI:

• We do not charge for store pickup.
• Products might be larger than expected please take this into consideration when deciding what vehicle you will use when picking up your order.
• The customer name on the purchase transaction must match the cardholder name on the credit card being used for payment.
• Purchases with scheduled and paid home delivery can only be delivered to the same name and address of the person who made the purchase.
• Only the billing person is designated to do the store pickup, no exceptions.

DELIVERY POLICY

If your credit verification is complete and your down-payment was received, or (if you didn’t purchase on credit) your payment was applied to your account, your delivery will be confirmed and scheduled in the next 48 hrs after your contract was made, and product will be delivered as soon as possible if it’s in-stock at the local warehouse. A few additional days may be required for merchandise that needs to be ordered and transported from another warehouse located out-of-town.

The delivery fee may vary based on the distance from the store. We deliver only in states where Famsa Furniture operates (Texas and Illinois). If delivery address is more than 100 miles from the closest Famsa Furniture store, an extra charge per mile applies.

Pick-up at store policy

Store pickup is a free service that allows you to order items and pick them up at the Famsa store where you purchased your items.

• Once your order is ready for store pick up, we will contact you letting you know that your items are ready for store pickup.
• You are required to bring your ID, Credit Card, and Transaction Receipt (invoice from online purchase) to the store in order to pick up your items.
• Merchandise picked-up at the Warehouse or Store needs to be opened and inspected by customer accepting merchandise, to verify perfect condition. If the customer refuses to inspect merchandise, the customer takes full responsibility for merchandise.

The Delivery Process

1. Delivery Services
• Delivery during regular days, after 8:00 am.
• Delivery in peripheral zones, only on predetermined days.
• We only deliver to the address authorized in the sales contract.
2. Day Before
• You will receive a phone call a day before the scheduled delivery date (between 12:00pm and 8:00pm) to the numbers on the customer’s account.
• During this call, we may ask you for additional phone number(s), and will confirm address, entrance gate codes, or any other special instructions.
• To ensure that your order is delivered on the scheduled date, you must answer the phone call or allow for a message to be recorded in your voicemail.
• Only the confirmed deliveries will be scheduled.
• Non-confirmed deliveries will need to be rescheduled by calling the FAMSA local Delivery Dept, or 1-866-883-2672.
3. Delivery Day
• You will receive a phone call from the delivery team around 30 minutes before delivery.
• If due to unforeseen circumstances the driver is not able to arrive on time, we will call you with a revised arrival timeframe.
• The space must be available to assemble the new product.
• We make basic appliances connections but are not able to do installations. Electricity outlets must be in optimal and reliable conditions to proceed with connections.
• Customer must hire a certified company to install appliances (gas, electricity or water).

IMPORTANT: A person older than 18 years old must be present to sign for the delivery.

4. During the Delivery
• Your sales receipt/order contract will explain which products in your order will be delivered and assembled in your home. Assembly will happen when needed.
• Merchandise picked-up at the Warehouse or Store needs to be opened and inspected by customer accepting merchandise, to verify perfect condition. If the customer refuses to inspect merchandise, the customer takes full responsibility for merchandise.

If you have any questions or need help with your situation, please call your local Delivery Dept. or 1-866-883-2672.

5. Services NOT Offered

The delivery team WILL NOT be able to:

• Complete the delivery if there is any risk of injury or damage to the property, product and /or personnel.
• Lift furniture or other product from the outside over a window.
• Move other furniture in the home.
• Wait more than 20 minutes in case no one is home.
• Come back the same day for a second delivery attempt (if no one is home).

Thank you for your purchase!

Please help us by adding feedback of your good service experience on our Facebook page @famsausa or Google Reviews.

Local Delivery Departments

• DFW Distribution Center – (214) 267-6200
• Houston Distribution Center – (713) 696-1675
• San Antonio Distribution Center – (210) 281-2000
• RGV Distribution Center – (956) 982-9868

Delivery policy for Famsa Sin Fronteras orders

• Deliveries to Mexico, El Salvador, Guatemala and Honduras through our Famsa Sin Fronteras service usually take 7 days from the date when the sales contract is made.
• The delivery fee varies based on the country of delivery. If a purchase of furniture, mattresses or appliances was made, in a minimum total amount of $1599 or more, delivery to destination country is FREE (* Free delivery does not apply to purchases of electronics)

PRIVACY POLICY

The trust of our customers is Famsa’s most valuable asset. Famsa safeguards that trust by keeping nonpublic personal information about customers in a secure environment and using that information in accordance with this Privacy Policy.

ABOUT OUR PRIVACY POLICY

This Privacy Policy includes examples of the types of nonpublic personal information that we collect and the kinds of companies with whom we share such information. These examples are illustrative and should not be considered a complete inventory of our information collection, use and sharing practices.

In addition, you may have other privacy protections under some state laws. We will comply with applicable state laws regarding information about you. For example, certain state laws may restrict the types of information we may disclose about you or require us to provide you with additional notices.

Please note that this Privacy Policy will not apply to your relationships with other financial service providers, such as banks, credit card issuers, finance companies and independent insurance agents that are not a part of Famsa Inc. or Famsa Financial. These third-party Privacy Policies will govern how they collect, use and disclose personal information that you allow them to access.

INFORMATION WE MAY COLLECT:

Famsa may collect nonpublic personal information about you from the following sources:

• Information we receive from you (or is provided to us on your behalf) on applications and other forms, such as your name, address, telephone number, employer, and income.
• Information from consumer reporting agencies, public records and data collection agencies, such as your obligations with others and your creditworthiness or additional contact information.
• Information you provide to us on your application.

INFORMATION WE MAY DISCLOSE AND TO WHOM WE MAY DISCLOSE INFORMATION:

The nonpublic personal information Famsa may collect as described above may be disclosed in order to deliver products and services to you, provide customer service or, manage or collect your account.

DISCLOSURES PERMITTED BY LAW:

Famsa may disclose all of the nonpublic personal information described above, as permitted by law. For example, we may use affiliated and nonaffiliated parties to perform services for us, such as providing customer assistance, handling claims, protecting against fraud and maintaining software for us, and third party collection agencies. These nonaffiliated parties shall also have a similar Privacy Policy or agree to adhere to this Policy.

OUR SECURITY PROCEDURES:

• Famsa restricts access to nonpublic personal information about you to those employees whom we determine do not have a legitimate purpose to access such information in connection with the provision of products or services to you.
• We employ security techniques designed to protect, our customer data. We provide training and communication programs designed to educate employees about the meaning and requirements of our strict standards for data security and confidentiality.
• Changes to this Privacy Policy: We reserve the right to modify or supplement this Privacy Policy at any time. If we make material changes, we will provide current customers with a revised notice that describes our new practices.

RETURN AND EXCHANGE POLICY

Your original receipt is required for all returns, exchanges and warranty repair services. All returns and exchanges must be in original condition, include all accessories and in full working condition. All returns and exchanges must be made at the store of original purchase. Famsa reserves the right to request identication and deny any return. It is the responsibility of the customer to inspect his/her merchandise during a home delivery, before the Famsa Delivery Team leaves the house or before exiting the premises of a store or warehouse when picking up at will call.

15-day return period

We accept returns or exchanges 15 days from the day of delivery or pick-up. Please review the exceptions below. Merchandise discovered to have manufacturer defects will be accepted for a full refund, but it must be returned within 15 days from original purchase.

When submitting a return, please call the store prior to your visit if the item you are returning requires special handling (such as a flat screen TV 42” or larger).

Furniture without damages, without spots or other abnormal details, or within normal conditions of use (see conditions of normal use) qualify to return only (within 15-day period). Re-stock fees may apply (for details see re-stock fee conditions).

Exclusions and Non-returnable items

Non-returnable items include labor and/or installation services.

• Merchandise that is not defective from fabric, but damage was not reported on the day of delivery or purchase.
• Desktop Computers, Laptop Computers, Camcorders, Video Game Consoles including Games, tablets, accessories (such as Remote Controls, Cables, CDs, Software, etc.), do not apply for a 15-day return policy.
• Due to Federal Health Law, Mattresses and/or Box Springs do not qualify for a 15-day return policy once original plastic cover is opened.
• Exchange or repair will only take place if merchandise qualifies after inspected by a Famsa technician. Stained merchandise or furniture with abnormal stains or details caused by a liquid element foreign to the product will not be exchanged or repaired.
• Appliances that are reported to have a mechanical problem within 15 days from the original purchase will be exchanged only with a report from a Famsa technician. Any merchandise reported after the 15 days will not be exchanged, it will only qualify for repair.
• Famsa will NOT cover software viruses, altered serial numbers or damage caused by unauthorized repair personnel.
• As-Is/Clearance merchandise sales are final, and do not qualify for exchange or return.

Conditions of Normal Use

• Requires minimal cleaning to remove surface stains (excludes tapestry)
• Maximum retouch of up to 2" in no more than 2 areas per piece

Promotional items

Any product that is returned without the promotional item(s) included with the original transaction (e.g. buy Furniture get discount on TV; buy Furniture get free item) will have the difference between the regular price at the time of purchase and the promotional value of that item deducted from the refund amount.

Note regarding personal data and Items left on returned or exchanged products

Please remove all personal data (e.g. computer data) from any returned or exchanged products. Famsa is not responsible for any personal data or items (e.g. CDs, DVDs, etc.) left on or in a returned or exchanged product.

Restocking fee

A restocking fee of 15% of item's regular price will be charged on items returned without their original packaging or box. Replacement charge, if authorized, may change based on the conditions in which the article is returned. Merchandise identified with stains or abnormal details outside of normal use (conditions not noted in normal use, and does not present damage) will not apply for exchange; if authorized, a 30% re-stocking fee applies for the return.

Refund method

Refund will be made in the same form as original purchase. Exceptions: if payment was made with a debit card, it may be refunded in cash. Purchases made with a Check will be refunded in the form of a mail check within 10 to 15 business days of return.

Warranties

• Manufacturer Warranties vary by product; they typically range from 30 days to one year.
• Famsa offers purchase of an Extended Warranty. If it is determined that a product is defective, the Extended Warranty and Protection Plan voids after approved product exchange, but a new warranty may be purchased on the new product.
• Any type of warranty is void if the customer moves to any City or State outside of Famsa’s area of coverage (up to 100 miles from most Famsa Furniture stores), unless customer brings product to their closest Famsa Furniture store.

Other Fees and Charges

• A $69.00 service transportation fee will be added for customers that request the Famsa Service Team to pick up a: cancelled purchase, or an exchange for a different brand of merchandise.
• Famsa will honor one courtesy In-Home visit for customers that have purchased our extended warranty. If the customer fails to be home, he/she will be charged a $45.00 re-schedule visit fee, and the original service request will be closed. The customer has to call to schedule a new appointment.

For additional information, please visit your nearest Famsa store or Service Department, or call toll-free 1-866-883-2672.

Revised date: November 7, 2017

PAYMENT POLICY

1. PAYMENT HOURS

Payments can be made at any time:

• By mail (P.O. Box 36929 Houston, TX 77236)
• Online (https://www.famsapayments.com/us/web/)
• Or in person at any of our Famsa stores during business hours.

Payments by phone are also available by calling 866-883-2672 and choosing option 2 (Pay by Phone/Billing Department) or option 1 (Customer Service Department) during the following hours:

• Monday to Friday: 8:00 am – 8:30 pm CST
• Saturdays: 8:00 am – 7:30 pm CST
• Sundays: 8:00 am – 7:30 pm CST
2. PAYMENT METHODS
• Cash
• Debit Cards (ATM)
• Credit Card – Accepting VISA, MASTERCARD, DISCOVER and AMERICAN EXPRESS (Government-issued photo ID required)
• Money Orders: exact amount of the payment you want to make, we don’t give money back.
• Checks
• P.O. Box 36929 Houston, TX 77236
• Our Website

The different types of Checks that we accept are:

• Personal Checks
• Payroll Checks in customer’s name (Minimum of a monthly payment submitted. Photo ID required)
• Federal or State Income Tax Refund Checks in customer’s name (Minimum % of the check submitted. Government-issued Photo ID required)
• Social Security Checks (Minimum of a monthly payment submitted. Photo ID required)
3. LATE FEE

If any payment is more than 10 days late, you will be assessed a delinquency charge.

4. SECURITY GUARANTEE

We guarantee that every transaction you at famsafurniture.com will be 100% compliant to the standards of the highest authority of online shopping sites, which is Verisign (click on the seal in our Homepage to check the certification).