Frequently Asked Questions & Customer Support

General Questions Ordering & Delivery Payment & Promotions

General Questions

Do you have a store or a showroom that I can visit?

Even though we are situated in the heart of Los Angeles, Apt2B is an online-only retailer with no physical storefront or showroom location. By operating without an expensive retail space, we're able to offer some of the best pricing on high quality, made in the USA products. All our merchandise is hand selected by our team of buyers, and we stand behind the products we offer with a 100% satisfaction guarantee policy at the time of delivery!

Can I request fabric samples?

Yes! In fact, we highly recommend doing so. Viewing fabric online can be tricky as 3D renderings and screen monitor settings will never perfectly depict how the fabric looks and feels in person. It’s always best to order swatches to ensure your fabric choice is the right fit for you and your lifestyle. If fabric swatches are available on a given item, we are happy to offer them FREE OF CHARGE and send them out the following business day. Please check out our swatch request page.

I'm an interior designer working with clients. Do you have a trade program?

I am looking to place a larger bulk order for a commercial location (i.e. office, restaurant, lobby, etc.). Is there someone I should contact for help with that?

Do you offer gift cards and/or registries?

Do you have an affiliate program?

Do you offer any military discounts?

Ordering & Delivery

How does the ordering process work?

When you place an order through our website it will be secure, fast, and easy. You can make changes and review what you have entered nearly every step of the way. The best thing about ordering online? You can shop 24 hours a day!

Our Customer Support team is ready to help - we're super nice! Really! We're glad to assist you in placing your order over the phone. You can reach us at (877) 825-8705. Our office hours are Monday thru Friday from 9am-5pm PST. If you reach us after hours, please leave us a voicemail with your detailed information and we’ll get back to you ASAP.

Once you place your order, you’ll be taken to the Order Confirmation screen, which indicates we've received your order and provides you with a confirmation number. We'll send you an automatic email confirmation to let you know that your order has been placed. This email acts as your receipt and will include your confirmation number, verification of the items purchased, and any other applicable information. Please confirm all information is correct. If any changes need to be made, please contact us within 24 hours of order placement.

I want to place an order but I'm not sure of my fabric selection yet. Can I place an order to lock in a special sale price and choose my fabric later?

At Apt2B, we are happy to offer a "Decide Later" option on most of our made-to-order upholstery items! If you’d like to place an order to lock in a special sale price or are eager to cross it off your list, you can select this option to place your order without selecting a final fabric option. Once you complete your order, we will follow up with instructions on how to notify us of your eventual selection. For more information about this option, please visit our Decide Later page!

Can I make changes to my custom order once the order is placed?

Do you ship throughout the entire USA? What about internationally?

We ship throughout the contiguous USA to happy customers every day! In fact, we offer free Entryway Delivery on every order with the option to upgrade to our White Glove Room of Choice + Assembly service for only $199. For the record, "contiguous" is a fancy way of saying that we're not able to ship to Alaska or Hawaii (it's nothing personal, we swear!).

As much as we love our friends in Alaska and Hawaii, we are unable to provide direct shipping to these destinations. All hope isn't lost! Many customers from Hawaii and Alaska have successfully received Apt2B deliveries by utilizing a Freight Forwarding Service. Note, the customer is responsible for arranging the logistics and for covering all associated fees.

Apt2B does not ship internationally. However, just like our customers in Alaska and Hawaii, many have used Freight Forwarding Services to successfully receive their forever Apt2B furniture! On a case-by-case basis, we're happy to have our Logistics Team inquire about bulk international orders.

Does delivery include assembly? Is my order eligible for White Glove Delivery?

By default, large items like our Made in the USA sofas and sectionals are delivered with free Entryway Delivery. These eligible items qualify for an upgraded White Glove Room of Choice + Assembly service for only $199. Have multiple White Glove-eligible items in your order? Still just $199 for the entire order! If your order is eligible for the White Glove Delivery upgrade, then you will receive the option to choose this service during the checkout process. The White Glove upgrade is a non-refundable, one-time service fee. (Note - the delivery team won't be wearing actual white gloves. They're not 19th century butlers.)

If you do NOT choose the upgraded White Glove Room of Choice + Assembly option then your order is delivered into the entryway of your home. Assembly and room placement will be the customer's responsibility. Many of our items will be pre-assembled. Others (wooden beds, credenzas, bookcases, etc.) may require assembly. If you’re up to the task of moving and assembling yourself, take advantage of our free Entryway Delivery. Otherwise, White Glove Room of Choice + Assembly service may be the best option for you!

For Parcel shipments and assembly, the same goes! Many are pre-assembled but for those that aren’t, they will come with easy-to-read instructions. If you have any questions regarding which items may be eligible for Parcel Delivery, the White Glove service upgrade, or which items require assembly, please contact us via chat, email or phone.

PLEASE NOTE: White Glove Room of Choice + Assembly applies only to items in an order that are eligible for this service. If your order contains items that are eligible for both White Glove and Parcel Delivery, your order may be shipped in two separate shipments, even if White Glove Delivery is selected at checkout. This means some items may arrive sooner than others and via two different carriers. Apt2B’s goal is to ship your items using the fastest, safest, and most convenient methods. Shipping methods are selected at our discretion.

Can you provide a Certificate of Insurance for my delivery?

Yes! Apt2B's delivery partners are insured and happy to provide any necessary documentation that your building may require. Please send a request to our Customer Care team as soon as you place your order so we may assist. NOTE: Requests for COI's must be received within 1 calendar week of the date of delivery to avoid delays or rescheduling. If it is too late for your delivery to be rescheduled, a re-delivery fee may be incurred on your order.

I know how long it will take for my order to ship out, but how long does shipping/delivery actually take?

The average shipping time varies based on the shipping method, your location, and the size of the order. If your order ships with a Parcel (UPS/FedEx) carrier, it may deliver within 5-10 days after the processing timeline. If your order requires shipment with a freight carrier, the transit times are around 14-21 days nationwide. If you live in a remote area or one that has limited routes, the timeline may increase. We always provide tracking information as soon as your order ships out. Please feel free to contact the delivery carrier directly for a better idea!

I know you offer some speedy delivery options, but I’m not moving in for a few months. Am I able to defer delivery at all if needed?

Will you take away my old furniture?

Do you offer delivery on the weekends?

If I order more than one item, will they all arrive at the same time?

What if something is broken or damaged upon delivery?

All items are checked before they leave the warehouse to ensure they are in tip-top shape. Should there be any unforeseen damage, we will immediately take the next steps to resolve the issue. IMPORTANT: Any shipping damage must be clearly noted on the shipping documents at the time of delivery or reported to Apt2B within 24 hours of delivery. Failure to do so may affect damage claim eligibility. Please email support@apt2b.com or fill out our Claims Form.

What if it doesn’t fit?

Please review our SHIPPING & RETURNS page for information on our return policy and applicable fees. Pro tip: Explore our website and blog posts prior to ordering! How to (Correctly) Measure for a Hassle-Free Delivery will guide you through the measuring process. Our knowledgeable Customer Support team is also here to assist you!

Please note, our custom, made-to-order upholstery is just that, custom made and just for you! Please understand with the unique nature of custom made upholstery pieces that dimensions may vary up to 2".

Can I order a matching ottoman for my sofa, sectional, chair, etc.?

Do you ever have backorders?

What if I just don’t like it?

Payment & Promotions

Do you offer any financing options?

We do! We provide easy and affordable financing options, powered by Bread Pay™, so you can pay for your order over time. The option to pay with Bread Pay is offered at checkout! If you're interested in financing or learning more about Bread Pay, simply look for messaging/info on any product page, or select the Bread Pay option at checkout and follow the quick and easy prompts. It's safe, fast, and extremely convenient!

Subject to approval of credit application. Bread Pay™ loans are made by Comenity Capital Bank, a Bread Financial™ company.

General Questions

Do you have a store or a showroom that I can visit?

Can I request fabric samples?

I'm an interior designer working with clients. Do you have a trade program?

I am looking to place a larger bulk order for a commercial location (i.e. office, restaurant, lobby, etc.). Is there someone I should contact for help with that?

Do you offer gift cards and/or registries?

Do you have an affiliate program?

Do you offer any military discounts?

Ordering & Delivery

How does the ordering process work?

I want to place an order but I'm not sure of my fabric selection yet. Can I place an order to lock in a special sale price and choose my fabric later?

Can I make changes to my custom order once the order is placed?

Do you ship throughout the entire USA? What about internationally?

Does delivery include assembly? Is my order eligible for White Glove Delivery?

Can you provide a Certificate of Insurance for my delivery?

I know how long it will take for my order to ship out, but how long does shipping/delivery actually take?

I know you offer some speedy delivery options, but I’m not moving in for a few months. Am I able to defer delivery at all if needed?

Will you take away my old furniture?

Do you offer delivery on the weekends?

If I order more than one item, will they all arrive at the same time?

What if something is broken or damaged upon delivery?

What if it doesn’t fit?

Can I order a matching ottoman for my sofa, sectional, chair, etc.?

Do you ever have backorders?

What if I just don’t like it?

Payment & Promotions

Do you offer any financing options?

Do you accept internationally-based credit cards?

Where do I enter my promo code for my order?

Can I apply a promo code to an item that is already on sale?

I see that the price just dropped on the item I recently purchased? Does Apt2B price match?

I have a question that isn't answered here- what should I do?

If you'd like to connect your sectional components, you'll need 1 set of brackets for this model.

Do you want to add brackets to your order?

If you'd like to connect your sectional components, you'll need 2 sets of brackets for this model.

Do you want to add brackets to your order?

If you'd like to connect your sectional components, you'll need 3 sets of brackets for this model.

Do you want to add brackets to your order?

If you'd like to connect your sectional components, you'll need 4 sets of brackets for this model.

Do you want to add brackets to your order?

If you'd like to connect your sectional components, you'll need 5 sets of brackets for this model.

Do you want to add brackets to your order?