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Frequently Asked Questions

 

Thank you for your interest in shopping at Virginia’s Furniture Store – Haynes Furniture! Here you can find answers to our customers’ most frequently asked questions.

 

What are the hours of operation for Haynes?

All of our Haynes stores are open 7 days per week – Monday - Saturday: 10am – 9pm. Sunday: 11am – 7pm. Please refer to our store locator page for additional information.

 

Where are your stores located?

We have four Haynes locations. You can find us in Virginia Beach, VANewport News/Denbigh, VA; Richmond (West End) VARichmond (Chippenham), VA.

 

Do you have a customer service number?

  • For day of delivery or day of customer pick up questions, please call the store number provided on the front of the sales ticket. See our store locator page for more information.

  • For after delivery service, please email customerservice@haynesfurniture.com or call us at 800-768-0348.

  • For questions concerning your financed account, please email billing@haynesfurniture.com or call our Finance Department at 866-538-4489.

 

Our customer support center hours are as follows:

Sunday – Thursday: 9:30 am to 6:00 pm EST

Friday – Saturday: 9:30 am to 8:00 pm EST

If you wish to contact customer service after hours, please leave a voivemail or email with your name and best contact number/email. One of our team members will get back to you as soon as possible. Please email our team at customerservice@haynesfurniture.com for any specific inquiries.

You may also use the contact form here to send a message to our customer service team.

Although our customer service center is closed on Wednesdays and Thursdays, if you leave a voicemail or email with your name and best contact number/email, a team member will get back to you as soon as possible. Please email our team at customerservice@haynesfurniture.com for any specific inquiries.

 

Are all of your products shown online?

We showcase a large majority of our furniture on our website; however, not all of the products available at our stores appear online. For example, many items can be special ordered in a variety of fabrics and colors to fit your desired taste. In fact, if you have a specific look you are interested in but do not see it online or in our stores, you can work with one of our design consultants to custom order your very own piece! As always, feel free to contact our Web Team at web@haynesfurniture.com or any individual stores for more information about a specific item.

 

Are your products available for purchase online?

At this time, we do not sell directly online. We understand that furniture is a significant investment. We want to make sure our customers are completely satisfied with their purchase. By viewing our products in store firsthand, you can fully appreciate the quality and aesthetics of the furniture. If you are interested in a particular item, please contact your nearest store for availability and any other inquiries. You may also reach out to us via email on our contact page.

 

How can I check to make sure an item is in stock?

Please call our stores for up to date availability on any item. You may also email our web team at web@haynesfurniture.com.

 

What is the return/exchange policy?

At Haynes, we take our furniture quality seriously. We carefully inspect our merchandise for manufacturing defects before release, and we make every effort to ensure deliveries take place without damage. In those instances where defects or damages do occur, please refer to our return policy page for next steps.

 

Can I return or exchange clearance merchandise?

All sales of clearance merchandise are sold “as is” and are final after pickup or delivery. Haynes will not authorize a refund, exchange, return, or repair (including delivery damage repair) on clearance merchandise product for any reason. Given the nature of clearance products, we strongly advise that such items be picked up by our customers rather than delivered by us (or our representative), as any damage that occurs during delivery is your sole responsibility.

 

What if the items I purchase do not fit in my space upon delivery?

It is your responsibility to ensure that all items will fit in the designated areas of your home. If your home has narrow doorways, staircase turns or low ceilings, you should measure these locations to ensure proper fit. The furniture must fit in the normal pathways of your home as Haynes cannot hoist furniture to an upper floor. Haynes does not dismantle furniture as that voids the manufacturer’s warranty. It is important that your room is empty and the space is available to receive your new furnishings. Haynes’ drivers are not able to move or handle your other furnishings or electronics, nor can they affix anything to your walls. If your furniture is unable to be fitted in the desired location, you will receive an in-store credit for the cost of the furniture (delivery fees are not eligible for the in-store credit). Additionally, in the event you choose our home delivery service, a redelivery fee will also apply. Please refer to our Returns & Exchanges page for more information.

 

What if the item(s) I receive does not look like the one(s) I saw in store?

No two pieces of furniture are identical, so the wood grain, color, and stitching of your furniture can vary from the pieces you saw on the showroom floor. Therefore, returns and exchanges will not be authorized for any reason other than manufacturing defects or delivery damage that cannot be restored. If unusual circumstances dictate an exception to this policy, then an authorized exchange or return will be subject to a restocking fee of the greater of $100 or 15% of the purchase price. Please contact Haynes Customer Service at customerservice@haynesfurniture.com or call 800-768-0348 to determine if an exception is available. All such exchanges and returns must be accompanied by a Returned Merchandise Authorization issued by Haynes Customer Service.

 

What is your refund policy?

Refunds, where applicable, are processed in accordance with the following:

  • Cash – Refunded by check from Haynes’s corporate office and sent to the customer’s address on file, no later than 5 business days after merchandise return;

  • Check – Refunded by Haynes’s corporate office and send to the customer address of record 14 business days after the original sale;

  • Debit/Credit Cards – Refunded by the store no later than 5 business days after merchandise return;

  • In – House Financing – Credited by Haynes’s corporate office within 3 business days after merchandise return;

  • All Other – See store business office for details.

 

What if I need to cancel an order?

Orders that are cancelled or rescheduled within one day of the scheduled pick up or delivery date shall be subject to a restocking fee of the greater of $100 or 15% of the purchase price. All the eligible cancellations will be entitled to a full refund.

 

Do you offer delivery services?

Yes, we are pleased to provide delivery for our customers. At the conclusion of your purchase in store, your sales associate will work with you to arrange a delivery date and time that fits your schedule. Your Haynes delivery team will make every effort to ensure your new furniture looks just in good in your home as in the store!

 

When will I need to be available for my delivery?

 

Haynes will contact you via email and phone the afternoon before your scheduled delivery to provide you with a three hour estimated time frame. Your delivery driver will then call you approximately 30 minutes prior to arrival. We will make every effort to complete your delivery within this time frame. However, delivery times are estimates and you must be available the entire day your delivery is scheduled. Due to delays on the road, there may be occasions when Haynes is unable to meet this time frame. Should this happen, you will be notified of the delay and given a revised delivery window.

 

How do I track my delivery?

 

To check the status of your scheduled delivery, click here and enter your sales order number (from your sales receipt) in the field entitled “Track Your Appointment.” Please note that our delivery tracking system is only valid for orders that are scheduled and routed.

 

The day prior to your delivery date, you will receive an email from our customer service team with delivery information. Please confirm all the information we have on file is correct. If the information is not valid, please call us at 800-768-0348.

 

Can I choose a specific time frame for delivery with notice?

 

Yes, for an additional fee, you can request a specific time frame for your delivery.

 

What if I want to use a different delivery company/service provider?

 

Customers are not obligated to use the delivery services provided by Haynes and may secure delivery via another company (note: deliveries made by such other companies will be treated as a customer pickup). Refused deliveries, including, but not limited to, no-fits, customer not-at-home, and on-the-road cancellations, shall be subject to an additional redelivery charge.

 

Can I pick up my order instead of using your delivery service?

 

Yes, we offer our customers the opportunity to pick up their furniture. Pick up locations will vary between one of our Haynes stores and our Distribution Center in Williamsburg, VA. Customers who elect to pick-up are solely responsible for the safe loading and transportation of their merchandise, including, but not limited to, providing your own vehicle, blankets, furniture pads, rope, straps, and other related supplies.  Most merchandise will be provided to you in the factory carton and will require your assembly. To ensure merchandise availability, please schedule the pickup of your merchandise with your sales associate and make the necessary arrangements to complete the pickup on that date.

 

 

What are your store/distribution center pick up hours?

Our pickup hours for our Williamsburg Warehouse, Virginia Beach store, and Richmond location are as follows:

 

Williamsburg Warehouse:

 

Monday

12 to 6 PM

Tuesday

Closed

Wednesday

Closed

Thursday

12 to 6 PM

Friday

12 to 6 PM

Saturday

10 AM to 6 PM

Sunday

12 PM to 6 PM

 

Virginia Beach Store:

 

Monday

10 AM to 8 PM

Tuesday

Closed

Wednesday

Closed

Thursday

10 AM to 8 PM

Friday

10 AM to 8 PM

Saturday

10 AM to 8 PM

Sunday

12 PM to 6 PM

  

Richmond Warehouse – Chippenham Location:

 

Monday

12 PM to 8 PM

Tuesday

Closed

Wednesday

Closed

Thursday

12 PM to 8 PM

Friday

12 PM to 8 PM

Saturday

12 PM to 8 PM

Sunday

12 PM to 6 PM

 

What types of payments do you accept?

We accept cash, check, VISA, MasterCard, American Express, Discover, and Haynes Gift Cards. 

 

Do you offer financing or layaway?

Although we do not offer layaway, we have an industry leading in-house financing program available to our customers. Depending on the customer’s credit status, our financing provides extra benefits and the additional convenience to accommodate individual needs.

 

How do I apply for credit/financing?

Customers can apply for credit online on our credit page or in person at one of our stores.

 

Can I pay my bill online?

Yes, all customers may use our online bill-pay system on our billing page.

 

What if my billing statement does not look correct?

No worries. Simply contact our Billing Department at billing@haynesfurniture.com. Please be sure to include your account number found on your statement in your email.

 

Do you offer interior design services?

Many of our sales associates have years of interior design experience. These specialists can assist you in designing your home furnishings to your exact specifications, no matter the size & scope of the project.

 

What about special orders or custom projects?

At Haynes, we work with some of the most renowned and stylish furniture makers in the world. If you would like to create a unique piece of furniture to call your own, our sales specialist can assist you in your design journey. Please be aware that some special orders may take 3-4 months or longer from start to finish. To inquire about the brands you would like to order from, feel free to contact us at the store.