If you’ve bought something from Macy’s that doesn’t quite fit your space or meet your expectations, understanding the Macy’s furniture return policy is your first step to a solution. This guide breaks down everything you need to know, from timeframes to special rules for large items, making your return or exchange as smooth as possible.
We’ll cover the standard return window, how to initiate a return, and what to expect with delivery and pickup. You’ll also learn about restocking fees, the condition your items need to be in, and how to handle missing parts. Let’s get started.
Macy’s Furniture Return Policy
The core policy for furniture at Macy’s is designed with the understanding that these are significant purchases. While the standard return window for most Macy’s items is 90 days, furniture and mattresses have their own specific rules. It’s crucial to check your receipt or your online order details, as the exact timeframe can sometimes vary by item or promotion.
Generally, you have 30 days from the date of delivery to request a return for furniture items. This includes sofas, sectionals, dining tables, beds, and other large pieces. Mattresses often have even more specific (and sometimes stricter) guidelines, which we’ll detail later. Missing this window usually means the item is yours to keep, so marking your calendar is a smart move.
Key Timeframes and Deadlines
Keeping track of dates is the most important part of the process. Here’s a quick summary:
- Standard Furniture: Typically 30 days from delivery date.
- Mattresses: Often 120 days for sleep trial, but final return authorization must be within that period. Check your mattress paperwork carefully.
- Holiday Season: Items purchased between November 1 and December 31 usually qualify for an extended return period, often until January 31. This is a major benefit for holiday gifts or seasonal shopping.
- Final Sale Items: Some clearance, “Last Act,” or specially marked furniture is final sale and cannot be returned. This should be clearly marked at the time of purchase.
Condition of Returns: Original Packaging and Assembly
Macy’s expects furniture to be returned in its original condition. This is a critical point where many returns hit a snag. Here’s what that means:
- Disassembly: You are responsible for disassembling the furniture if you assembled it. Macy’s pickup teams will not take apart items for you.
- All Parts & Packaging: Every single part, piece of hardware, manual, and cushion must be included. If possible, use the original boxes and packing materials. Missing screws or a lost instruction booklet can result in a refused return or a hefty fee.
- Clean & Undamaged: The item must be free of stains, odors, scratches, or any damage not present upon delivery. Normal inspection from setup is okay, but any wear from use is not.
What About Assembly Services?
If you paid for Macy’s White Glove delivery or assembly service, that fee is typically non-refundable. Even if you return the furniture itself, the cost of the service is separate and will not be returned. Keep this in mind when considering the total cost of a return.
How to Start a Furniture Return
You have a few different paths to begin the return process. Choose the one that’s most convenient for you.
- Online & App: Log into your Macy’s account, find your order, and select “Return Item.” Follow the prompts. For large furniture, this will usually initiate a scheduled pickup.
- By Phone: Call Macy’s Customer Service at 1-800-BUY-MACY (1-800-289-6229). Have your order number and item details ready.
- In-Store: You can bring smaller furniture items (like stools, small chairs, or lamps) to a Macy’s store. However, for large sofas, beds, or tables, you must use the pickup process. Do not attempt to bring a fully assembled sectional to the store—they cannot accept it.
Understanding Pickups and Restocking Fees
This is where the Macy’s furniture return policy differs most from returning a shirt or a plate. Because furniture is large and requires special handling, you generally will not ship it back yourself.
The Pickup Process for Large Items
When you request a return for a large furniture item, Macy’s will schedule a pickup from your home. Here’s what to expect:
- Scheduling: A third-party delivery team will contact you to arrange a pickup date and time window. Be prepared to be flexible.
- Preparation: You must have the item fully disassembled, all parts secured in bags taped to the main piece, and ready at the agreed-upon location (usually your front door or garage).
- Pickup Fee: This is the most important cost to understand. Macy’s charges a $99 pickup fee for furniture returns. This fee is deducted from your refund total. It covers the labor and logistics of sending a team to your home.
Restocking Fees Explained
In addition to the pickup fee, some furniture items may be subject to a restocking fee. This is not applied to every single piece, but it’s common for special orders, customized items, or certain brands. The fee can range from 15% to 20% of the item’s purchase price. Always ask the customer service representative if a restocking fee applies to your specific item before finalizing the return.
Calculating Your Final Refund
Your refund might look smaller than you expected. Here’s a simple breakdown:
[Item Purchase Price] – [$99 Pickup Fee] – [Any Applicable Restocking Fee] = Your Final Refund Amount.
Note that original shipping charges, if any, are also typically non-refundable.
Refund Methods and Timing
How you get your money back depends on how you paid.
- Credit/Debit Card: Refunds are issued back to the original card. It can take 7-14 business days after the item is received by Macy’s warehouse to appear on your statement.
- Macy’s Gift Card: If you used a gift card, the refund will go back to a new gift card.
- Store Credit: Sometimes, especially for older returns, refunds may be issued as store credit.
- Cash/Check: For original in-store cash purchases, a check may be mailed, which takes longer.
Special Categories: Mattresses, Rugs, and Clearance
Mattress Return Policy
Macy’s mattress return policy often includes a sleep trial. You might see offers like “120-Night Sleep Trial.” This does not mean you have 120 days to decide to return it and then another 30 days to process it. It means you must contact Macy’s to initiate the return within that 120-day window. The pickup and any fees still apply. Also, due to health regulations, mattresses must be in like-new condition—protected with a mattress cover during the trial is highly recommended.
Area Rugs and Lighting
These items fall under the furniture umbrella but have nuances. Large area rugs usually follow the standard 30-day furniture policy and require a $99 pickup. Smaller rugs might be returnable by mail or in-store. Lighting fixtures and chandeliers also require special care in repackaging; missing parts or damaged packaging can lead to problems.
Clearance and “Last Act” Furniture
This is the biggest exception. Furniture marked as “Last Act,” “Clearance,” or “Final Sale” is almost always non-returnable. The price discount reflects the all-sales-are-final nature of the purchase. Always double-check the product page or ask a sales associate before buying clearance furniture.
Exchanges vs. Returns
Sometimes, you just want a different color or a similar style. Exchanging furniture is possible, but it’s essentially processed as a return and a new purchase.
- Initiate a return for your current item following all the steps above (including fees).
- Once the return is processed, you will receive your refund, minus fees.
- You then place a brand new order for the item you want. This means you pay the current price, which could be higher or lower than your original purchase.
There is no direct “swap” system for large furniture. For in-stock smaller items, a store associate might be able to facilitate an exchange more directly if you bring the original item to the store.
Pro Tips for a Smooth Furniture Return
- Document Everything: Take photos and videos of the furniture as you unbox and assemble it. This provides proof of condition upon arrival.
- Keep All Packaging: If you have space, store the boxes and packing materials for at least the return window. It makes repacking much easier.
- Read the Paperwork: The manual and order confirmation often have model-specific return notes. Don’t just toss them.
- Act Quickly: Don’t wait until day 29 to start the process. Initiating the return can take a few days, and you must stay within the calendar window.
- Be Clear with Customer Service: When you call, state immediately that you need to return a large furniture item. This will get you routed to the correct department faster.
Frequently Asked Questions (FAQ)
How long do I have to return furniture to Macy’s?
You generally have 30 days from the delivery date to start a return for most furniture items. Always check your receipt for the exact deadline, especially during the holidays when extensions often apply.
Does Macy’s charge a fee for furniture returns?
Yes, there is typically a $99 pickup fee for returning large furniture items. This is deducted from your refund. Some special order items may also have a separate restocking fee.
Can I return assembled furniture to a Macy’s store?
No, you cannot. Large furniture must be disassembled and scheduled for a pickup from your home. Only small, easily transportable furniture items may be accepted in-store.
What if my furniture arrived damaged?
Contact Macy’s immediately—this is not a standard return. Do not refuse delivery; instead, accept it and note the damage on the driver’s paperwork. Then, call Macy’s to report the damage and request a repair, replacement, or return with waived fees, as this was not your fault.
Can I return a Macy’s mattress after using it?
Yes, during the sleep trial period (often 120 days). However, it must be in clean, sanitary, like-new condition. Using a protective mattress cover during the trial is strongly advised to avoid stains or odors that could void the return.
What is Macy’s policy on returning custom furniture?
Custom or special order furniture is usually non-returnable unless it is defective. If there is an option to return, expect significant restocking fees, sometimes up to 50%. Clarify this before ordering any customized piece.
How long does a Macy’s furniture refund take?
After the item is picked up and received at the warehouse, allow 7-14 business days for the refund to post to your original payment method. The pickup fee and any restocking fees will be deducted first.
Final Thoughts on Navigating the Policy
Returning furniture anywhere can feel daunting, but knowing the rules of the Macy’s furniture return policy puts you in control. The key takeaways are the 30-day window, the mandatory $99 pickup fee, and the strict condition requirements. By preparing properly, keeping all parts, and starting the process early, you can handle the situation with minimal stress.
Remember, when in doubt, the fastest answer often comes from calling Macy’s directly with your order number in hand. Their customer service can give you the most specific guidance for your unique situation and item. With this knowledge, you can shop Macy’s furniture collection with greater confidence, knowing exactly how the return process works if your new piece isn’t the perfect fit.