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Frequently Asked Questions

Answers

Can I preorder items for delivery?

No. We only accept orders on items that we have in stock or available as custom or special order. Back to top

Can I change my order?

Once the order has been placed, it cannot be changed online. If you want to change your order, please telephone on 1-855-294-3434, and if it has not yet been processed we will change or re-issue a new amended order.
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Can I return items to a store?

Yes, according to the return procedures outlined on our website at Cancellations and Returns.
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When do I get my refund once I have returned an item?

Once we have received the item into our warehouse we try to process a refund onto the original payment card within two weeks. If payment was by check, the refund will be sent the same way. We do not offer cash refunds.
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If I return all the items in my order will I still be charged for delivery?

In the event the items we deliver are damaged or incorrect, you will not be charged for delivery. If you decide to keep them, anyway, we will not refund the delivery charge.
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What should I do if my credit/debit card has been refused when placing an order?

Check that all the details you have entered on the checkout page are correct. For delivery orders, the credit/debit card used online must have the same billing and shipping address.
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Do I get charged for delivery of each item I order?

Delivery charges are based on the total order, not on individual items.
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I have a complaint, who should I speak to?

If it is about a product you have bought from our stores, please get in touch with your local Mathis Brothers Customer Service office via phone or online chat. If the complaint is about an online shopping experience please call one of our customer service representatives on 1-855-294-3434 or utilize our online chat.
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What do I do if my item breaks down during the warranty period?

If your item is under warranty, please contact your local Mathis Brothers Customer Service office via phone or online chat. Please have your order confirmation email and/or customer number ready.
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Do you offer discounts on corporate or bulk orders?

We do not offer discounts. We have our Lowest Price Guarantee which guarantees you’re getting the lowest price or we’ll give you double the difference!
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Why do you ask for my zip code?

This is a timesaving courtesy to determine if you are within our delivery area. We do not utilize this information for any other purpose.
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Is it safe to use my credit card online?

Absolutely. We use 128-bit encryption via a Secured Socket Layer (SSL) to provide the safest, most reliable protection. Statistically, you are at greater risk using your card over a cellular telephone!
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I need to schedule a service call. Can I do that on this website?

Yes. Scheduling a service call is easy. Click on Contact Us, and fill out the email. Be sure to select the correct department from the dropdown menu. We will send you an email confirmation to let you know we've received your request.
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Can I purchase a Gift Card Online?

No. Mathis Brothers Gift Cards may be purchased in-store only. Find a location nearest you [Click Here for Store Locator]
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Where can I receive additional assistance?

You can get live assistance by clicking the chat icon in the bottom right-hand corner. If nobody is available, leave a message and they will get right back to you. Otherwise, you may call our Customer Service number at 1-855-294-3434.
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What are your delivery options?

We offer Doorstep Dropoff , Deluxe and Elite Delivery options. For Doorstep Dropoff and Elite delivery, you must be a Mathis Rewards Member. For more details on these delivery options [Click Here].
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Why can I not see my order history listed under My Account?

All online order history will be listed under your account. In-store purchase history is not listed at this time, but are working to add this in the near future.
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How do I redeem my Mathis Reward Points?

Points become eligible to use 30 days after delivery/pick up. These points can be applied to both in-store and online orders. To use points on an online purchase, please contact us at 1-855-294-3434 to speak with an Internet Sales Representative.
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Am I able to see any clearance or as-is items online?

Unfortunately this inventory changes daily and can only be viewed in-store.
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When will my furniture arrive in-stock?

Unfortunately at this time, many vendors are backed up in production which is causing longer delays than expected. Your salesperson will provide you with updates in regards to any delays. Once your furniture arrives in stock, you will receive an email notification and/or call from your sales person to schedule delivery or pick up.
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