What is your cancellation policy?

A customer may cancel his/her order within seventy-two (72) hours of placing the order and receive a full refund of his/her deposit or store credit All cancellations after the seventy-two (72) hour cancellation period has expired are subject to a cancellation charge in the amount of ten percent (10%) of the invoice amount. This seventy-two (72) hour window does not apply if the customer has picked up their merchandise or scheduled a delivery. In that case, the invoice will be treated as a return, and provisions of: Once an invoice has been scheduled for delivery, the invoice items have been transferred from the warehouse to a store for pick-up, or the customer has taken possession of the merchandise all approved returns will be charged a 30% restocking fee. A restocking fee will be charged for all returns, including returns due to a customer's change in preference of color, size, if the item does not fit, or any other reason. There will be no refund of a pickup or delivery fee. After deducting the restocking fee and delivery fee, the customers hall be entitled to store credit for the remaining balance of the purchase price.

How do I make changes to or cancel my order?

You can either speak with a client service professional at 240-607-1892 or email us at orders@Marlocustomercare.com. We will need your order number and details of the item(s) you would like to change or cancel.

When can I expect a refund for a cancelled item?

It can take up to 5 business days for your cancellation and refund to be processed. A credit will be issued to the original credit card account Refunds generally appear on your credit card statement within one to two billing cycles.

Can I return an item I purchased online?

Once an invoice has been scheduled for delivery, the invoice items have been transferred from the warehouse to a store for pick-up, or the customer has taken possession of the merchandise all approved returns will be charged a 30% restocking fee. A restocking fee will be charged for all returns, including returns due to a customer's change in preference of color, size, if the item does not fit, or any other reason. There will be no refund of a pickup or delivery fee. After deducting the restocking fee and delivery fee, the customers hall be entitled to store credit for the remaining balance of the purchase price. If you have further questions please call us 240-607-1892.

Can I return furniture to a local Marlo store?

Items delivered via our In-home delivery service cannot be returned to a local store. A pickup must be scheduled to arrange a return or you may return it to our local distribution center at 7900 Cedarville Rd., Brandywine, MD 20613.

Threshold Delivery Service

Service requires that furniture be dropped off at the first dry area outside the doorway or garage in its original packaging. Please be aware that it is your responsibility to bring the furniture inside from the drop off area. You will also be responsible for furniture assembly, furniture set up, unboxing and removal of all packaging materials. Any damage that results from moving the furniture into the home or assembling the furniture will also be your responsibility. Doorstep Delivery may not be available for all items or purchases. Process for apartments and condominiums: When possible, items will be placed directly outside the unit in the hallway. If there are concerns or restrictions with elevators or by customer request, items will be left in the lobby/office; as long as the delivery team can obtain an authorized signature.

Standard Delivery

Includes furniture assembly, furniture set up in your room of choice, and removal of all packaging materials. Please arrange for an adult to be present when the truck arrives. We understand timing is important, so if you need to reschedule the date, contact us as soon as possible at the phone number listed in your order confirmation. We request a 48-hour notice if you want to reschedule or cancel delivery. You may incur an additional fee if you reschedule less than 48 hours prior to delivery, or if no one is home when the delivery team arrives.

Do you ship internationally?

We do not ship internationally at this time.

What does the In-home Delivery service include?

With the In-Home Delivery, our exceptional customer service continues right to your door. Our skilled delivery team inspects and prepares each item before carefully assembling it (when necessary) and placing it in your home. In-home Delivery is scheduled geographically fit for that day and time frames are 4-hour windows that are assigned. Please note that our delivery teams cannot install electronic equipment in our furniture nor remove old furniture.

Can I pick up my online order in store?

Pickup is available at our local distribution center at 7900 Cedarville Rd Brandywine, MD 20613.

Who can I call to schedule delivery?

Please call us at 240-607-1892 or email us at orders@marlocustomercare.com.

What do I do if there is a problem with an item that was delivered via In-home delivery?

If you accepted delivery of a damaged or defective item or you feel you have received the wrong item, please call the 240-607-1982 so that we can rectify the issue right away.

Do you offer an extended warranty plan?

Yes, we have a Furniture Protection Plan.

Why isn’t my promo code working online or in-store?

Each promo code has its own set of exclusions. First, check the accompanying exclusions on your promo code to see if there are any prohibiting the discount.