Shipping & Delivery Policy

Effective date: July 29, 2026

The Furniture Bank Shop provides local furniture delivery and customer pickup options for eligible orders in the Greater Houston area.

This policy explains our delivery areas, charges, estimated timing, scheduling requirements, pickup process, and customer responsibilities.

1. Delivery Origin

Local deliveries are dispatched from:

The Furniture Bank Shop
8220 Mosley Rd., Suite B
Houston, TX 77075

Delivery availability and pricing are based on the distance between this location and the customer’s delivery address.

2. Delivery Zones and Rates

Our standard local delivery charges are:

  • Within 19 miles: $99
  • 20–29 miles: $129
  • 30–39 miles: $149

Delivery charges apply per scheduled delivery unless otherwise stated during checkout or confirmed by our team.

For addresses located more than 39 miles from our facility, contact us for availability and a custom delivery quote:

Phone: (713) 842-9771, extension 107
Email: service@houstonfurniturebank.org

3. Delivery Timing

Deliveries are normally completed within 3–7 business days after the order is confirmed.

The actual delivery date depends on:

  • Route scheduling;
  • Product availability;
  • Delivery-address location;
  • Staffing and vehicle availability;
  • Weather and traffic conditions; and
  • Access requirements at the delivery location.

Delivery dates and time windows are estimates rather than guaranteed appointment times.

4. Scheduling Your Delivery

After an order is placed, our delivery team will contact you to:

  • Schedule the delivery date;
  • Confirm the delivery address;
  • Review building or property access;
  • Confirm a working telephone number; and
  • Discuss any special delivery instructions.

Please provide accurate contact information during checkout and respond promptly to scheduling messages.

For scheduling questions or requested changes, contact:

Phone: (713) 842-9771, extension 107
Email: service@houstonfurniturebank.org

5. Customer Responsibilities

Before delivery, customers must ensure that:

  • The delivery address is accurate;
  • Someone authorized to receive the order is available;
  • Doorways, hallways, elevators, stairways, and rooms have been measured;
  • The furniture will fit through all entrances and access points;
  • Gates, elevators, loading areas, or building entrances are accessible;
  • Required building permissions or reservations have been arranged;
  • Pets and other hazards are secured; and
  • A clear and safe path is available to the intended delivery area.

The Furniture Bank Shop is not responsible when an item cannot be delivered because it does not fit through the available entrance, hallway, elevator, staircase, or room.

6. Apartments, Stairs, Elevators, and Restricted Access

Customers must inform us in advance about:

  • Apartment or unit numbers;
  • Staircases;
  • Freight-elevator requirements;
  • Elevator reservations;
  • Gated entrances;
  • Loading-dock restrictions;
  • Building certificates or insurance requirements; and
  • Limited parking or access conditions.

Unreported access restrictions may delay the delivery or result in an additional delivery charge.

7. Missed or Unsuccessful Deliveries

A delivery may be considered unsuccessful when:

  • No authorized person is present;
  • The delivery team cannot contact the customer;
  • The address or access information is incorrect;
  • The building or delivery area is inaccessible;
  • The pathway is unsafe or obstructed; or
  • The furniture does not fit through the available access points.

A new delivery fee may apply when another delivery attempt must be scheduled because of customer availability or access problems.

8. Delivery Fees

Delivery fees cover the scheduled transportation and delivery service.

Once a delivery has been scheduled, the delivery fee is non-refundable, including when:

  • The customer cancels or reschedules the order;
  • The customer is unavailable at the scheduled time;
  • The address cannot be accessed;
  • The furniture does not fit; or
  • A delivery attempt cannot be completed because of inaccurate or incomplete information.

Additional fees may apply for redelivery or another scheduled service.

9. Inspection at Delivery

Customers should inspect delivered products promptly.

Before the delivery team leaves, check that:

  • The correct products were delivered;
  • The number of products is correct;
  • No obvious delivery damage is present; and
  • Included components appear to be present.

Report visible concerns to the delivery team when possible.

Damage, defects, incorrect products, or missing components should also be reported within 48 hours, with the order number and clear photographs when applicable. The existing return policy uses the same 48-hour reporting period for damaged, defective, or incorrect items.

10. Customer Pickup

Eligible products may be picked up from:

The Furniture Bank Shop
8220 Mosley Rd., Suite B
Houston, TX 77075

Current pickup hours are:

Monday–Saturday
9:00 AM–5:00 PM

Customers are responsible for:

  • Bringing the order number and identification when requested;
  • Using a vehicle large enough for the purchased furniture;
  • Bringing appropriate straps, blankets, tools, and assistance;
  • Loading and securing the furniture safely; and
  • Confirming that the products fit inside the vehicle.

Customers should wait for order or pickup confirmation before arriving.

11. Pickup and Delivery Changes

Contact us promptly when you need to request a scheduling change.

Changes are subject to route availability and may not be possible after the delivery vehicle has been scheduled or dispatched.

A rescheduling or additional delivery fee may apply depending on the circumstances.

12. Returns After Delivery or Pickup

Returns and exchanges are governed by our Returns & Refunds Policy.

Delivery fees and service charges are generally non-refundable. Return transportation or arranged pickup may require an additional fee based on distance and product size.

13. Service Limitations

We may delay, reschedule, restrict, or decline a delivery when:

  • The destination is outside our service area;
  • Conditions are unsafe;
  • Severe weather affects operations;
  • Access information is incomplete;
  • The product cannot reasonably be moved through the available access points; or
  • Other circumstances prevent safe completion.

We will make reasonable efforts to communicate material scheduling changes.

14. Contact Us

For delivery quotes, scheduling questions, pickup information, or requested changes, contact:

The Furniture Bank Shop
8220 Mosley Rd., Suite B
Houston, TX 77075

Delivery and scheduling email: service@houstonfurniturebank.org
Shop email: shop@houstonfurniturebank.org
Phone: (713) 842-9771, extension 107